Avis Rapid Return Technology provides Speed and Clarity for its Customers

This fast-track system, which only takes 60 seconds to complete, provides greater clarity for the customer on what they have been charged relating to possible damage, fuel charges and insurance coverage. Customers can now walk away from their rental secure in the knowledge they understand their bill and are reassured they will not receive unexpected charges once they have signed their final Avis receipt.

Murray Hennessy, Chief Executive, Avis Europe, explains: “Rapid Return was introduced before our programme of Inspired Change began, however, it is an initiative that is addressing two key needs that emerged from the 13,000 customers across Europe who took part in our Insight research programme – speed and fairness.

The findings from this initial feedback from our customers kicked off our long-term commitment to change that will eventually ensure that at every Avis location across Europe all customers will benefit from a consistently better and faster service. All our information will be presented more clearly and in a choice of eight different European languages, and we will guarantee there will be no unexpected charges when their rental is over. Every improvement will be made in response to feedback from our customers and our people. Our aim is to lead the car rental industry to change for the better.”

Combined with Avis’ new, easy to read Rental Agreement, which gives renters a very clear picture of any damage that may exist on a car before they drive it away, Avis Rapid Return enables the often challenging issue of damage to be resolved quickly and fairly.

When a customer collects their car from Avis, any existing damage is clearly marked on a diagram within the Rental Agreement. The vehicle return process takes just 60 seconds with an Avis representative using a hand held unit connected to the Avis central computer system. During this time Rapid Return records the mileage, time of return and the car’s condition with the customer present. Any damage charges are recorded there and then and a printed electronic receipt is handed to the driver to sign, ensuring that any recorded vehicle damage can be discussed on the spot with the driver before they leave the car behind.

Nearly 3.2 million customers have benefited from fast-track processing using Avis’ Rapid Return technology since the system was introduced at the beginning of 2004, and the company has experienced almost a 50% reduction in post rental customer enquiries.

Murray concludes: “The success of Rapid Return demonstrates yet again how ‘We Try Harder’ to meet our customers’ needs. It combines the latest technology with that personal touch; the customer deals with a human being while benefiting from the speed of technology. And now that our new Rental Agreement – introduced in direct response to our extensive customer research – is in place, our customers can have even greater confidence that they know exactly where they stand and reassured that any charges are fair.”

Rapid Return is now available all key Avis locations in Europe.

Avis Budget Autovermietung AG
Hofwisenstrasse 36
8153 Rümlang

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