Avis overhauls service after customer research
Avis is launching a series of service initiatives across Europe this year based on feedback from 13,000 customers.
As part of a programme called ‘Inspired Change’, the car rental firm will:
– scrap the standard A, B, C, or D car ratings and allow customers to select their hire car based on whether it’s automatic or manual, petrol or diesel, small, medium, or large, and how many people and how much luggage it carries
– allow customers to guarantee the make and model of car they want to drive
– add more of the most popular makes and models to its fleet, which include VW Golfs, VW Passats, VW Tourans and Peugeot 307 CCs
– give customers the option to pre-pay for a full tank of fuel when they collect their car, at a price lower than the local pump price, and then return it empty. If drivers return their car with the tank full, even after taking the ‘Fuel Up Front’ option, Avis will refund the tank charge
– avoid using jargon on its website or any literature, for example from now on referring to ‘car pick up’ instead of ‘check-in’ and ‘vehicle damage cover instead of ‘collision damage waiver’ or ‘CDW’.
By Bev Fearis
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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