Avis - Avis preferred, What's the point?

Last month I rented a group H in ATL through the BA website, logged into the AVIS site and updated the booking with my preferred number. Arrived as planned and found no name on the board eventually ended up in a base model Chrysler 300 - poor experience but at least the return lady was very pleasant and efficient.

This month I again booked a group H in TPA - again I logged into the AVIS site and updated the booking with my preferred number.
Arrived on time and again like ATL, no name on board. I asked one of the two agents if there was a problem and was told (after a pause) that it was my fault for not adding the airline details and flight number, I offered the print out to show this not to be true and was ignored.
I asked what car they had for me and after a long pause she said the dreaded words ‘Town Car’. Haven’t you got a Caddy asks I, ‘No, that’s all we have’ she grunts as she slings the keys onto the desk, she also insisted on swiping a credit card despite this booking having been paid for in advance.

At this point I really felt that I was being some kind of irritation to the two agents on duty even though I was the only customer present and wasn't holding up a line of people.

I walk to the car and right next to it there’s a Cadillac CTS (in fact, there are CTSs liberally scattered all over the garage).
I went back to the rental counter and asked if I could take the CTS, after a pause the other lady in the booth piped up that it was a different class and would be significantly more expensive than the Town Car, the first agent looked relieved and joined in with this opinion and then said ‘If you’re not happy with the Lincoln, you can change it at any Avis office’ – no upsell attempt and no interest. I currently have a Town Car with a faulty parking brake.

I feel I need to point out in light of my poor experience of Hertz at TPA this time last year (http://www.flyertalk.com/forum/hertz/872749-tpa-1-club-gold-bad-experience.html) that I’m polite, friendly and deliberately non confrontational.

I don't want a discount or a voucher or compensation, I just want the service that is advertised on the website.

What is the point in Avis preferred and how do these two experiences fit with ‘We Try Harder!’?

Well, I'll give them full points for responding quickly however, the generic reply below covers only one of my points, doesn't specify which location and ignores the main point which is that in my case, Avis Preferred doesn't work.
Are there any Avis lurkers here who could possibly comment?
Avis still isn't trying harder by the way.

-----------------

RA #: 434386256
Case#: 7590690

Dear Mr. Flynn,

Thank you for contacting us through the Avis Website.

I'm sorry for the troubles you experienced with your current and past rentals. When traveling we understand the importance of providing quick and efficient service; an expectation we strive to meet with each rental, whether you?re traveling on business or pleasure.

Avis takes seriously its commitment to have the confirmed car available when and where the customer has reserved it. While Avis strives to give you the best service possible, we want to take this opportunity to point out that although car sizes are guaranteed, specific makes or models, or optional features cannot be guaranteed. We do show that the vehicle you received is in the car class that you had reserved.

Any difficulties or problems encountered are a concern to us, and we apologize most sincerely for the inconvenience you were caused. This commitment to Avis customers is taken very seriously; therefore, a copy of your report has been forwarded to the responsible manager as well as Avis? Quality Assurance Department. You can be sure that your comments have been well-noted and appropriate action will be taken.

Although we realize we cannot make up for a disappointing experience such as this, we do appreciate your feedback. Only by being made aware of a problem can we fix it and offer the high quality of service that Avis customers expect and deserve.

Thank you for giving us this opportunity to address your issue. We sincerely appreciate the business you have given us and we look forward to serving you again soon.

Kind Regards,

A***** D****
Avis Customer Service Representative
custserv@avis.com
FAX: 918-270-2920

Last month I rented a group H in ATL through the BA website, logged into the AVIS site and updated the booking with my preferred number.

Why couldn't you enter your Wizard number when you initially made your reservation? Why didn't you simply use the Avis web site? Was an AWD used that was different from your profile? Perhaps the third party web site imposed restrictions on or even negated the Avis First benefits.


I went back to the rental counter and asked if I could take the CTS, after a pause the other lady in the booth piped up that it was a different class and would be significantly more expensive than the Town Car...

This is true. The CTS is considered a "specialty" vehicle.

This is true. The CTS is considered a "specialty" vehicle.

And yet so is the Chrysler 300. If I were the OP I would've said "Why thank you for the free upgrade into a specialty car! However, I would like a different specialty car instead since you're upgrading me already."

... and if you cannot enter your Wizard number during booking, then you can always call in and have it added.

Thanks for the replies, the opinions are much appreciated.

I booked through the British Airways website because Avis are the approved car hire partner and thus I pick up miles on the booking.

The option to enter my Preferred number at the time of booking doesn't exist but when I log into the Avis site it's easy to update the booking and make sure it's attached to my profile.

I should have added to my previous post that I booked an Avis rental in Las Vegas in January and also in Orlando in June - in both cases my name was on the board on arrival and the whole operation was seamless, both of these booking were made the exact same way.

The point is that in both ATL and TPA it was clearly stated that no substitute would happen and very clearly implied that I was being a nuisance.

I struggle to understand how a base model Chrysler 300 is an upgrade from a Cadillac DTS or how a Town Car is in any way comparable.

My instinct tells me I met with lazy employees in both locations but the issue is then compounded by the lazy response from Avis customer services.

I realise that with only around six rentals a year, I'm not much of a gain or loss to a major rental company but I pay in advance, rent luxury every time and if you just give me what I pay for, you'll have my loyalty.

So come on Avis, tell me how you tried harder?

I forgot to add that I tried to call the TPA location two days before travel but the lady that I spoke to in the call centre sounded disinterested in my request for a Cadillac, she said it wasn't possible to request a car type and also told me that it wasn't possible to talk direct to the location.

I booked through the British Airways website because Avis are the approved car hire partner and thus I pick up miles on the booking.

There is no need to use the horrid BA-specific Avis site to do bookings to get BA miles on Avis rentals. I've been doing Avis Preferred for years directly on the Avis site, with BA miles earned flawlessly as long as I entered my BA FF number and used AWD N7441000 (or one fewer 0's? I dunno, I thought there were only 3 0's at end, but I just logged in and the saved AWD I have has 4 0's at the end). I don't know if that AWD is necessary any longer (it's no longer mentioned at the BA site), or if it's appled automatically when you use the avisba site. (Back when you had to use the AWD, there was a different one for each BA status level. My AWD is for Blue.)

As of a couple years ago, there was a lot of FT discussion about not getting BA miles if you used some other corporate AWD. But taht was before BA stopped saying you had to use specific AWDs on their site. So I don't really know for sure whether any AWDs work now or only certain kinds.

The elite level specfic AWDs were back when you only earned a fixed number of miles. Nowadays you earn a vairable number of miles with a minimum number of miles. My day-or-two rentals used to always post as 500 miles, but since this spring they're all posting as 501 miles!

I've not had any problems with Avis not recognizing me as Preferred (having me on the board or at least behind the Preferred desk) when I've done this. But in the one case where I had done a booking differently (not through BA site, but not through the Avis site either) and tried to add my preferred number, I had problems. So I bet that the way you're adding the preferred number afterwards is the issue.

The issue of the dreaded "Town Car", that may be separate. Preferred works great for me because in most cases I don't mind a Compact, and I can reserve an Economy for a bit less and pretty much always get upgraded to a Compact or even next level up. But based on many reports here on FT, upgrades don't work as reliably from some car classes as others, depending on which car classes they tend to have lots vs few inventory of.

I struggle to understand how a base model Chrysler 300 is an upgrade from a Cadillac DTS or how a Town Car is in any way comparable.

I think these days most car rental companies classify their cars by throwing darts at a spinning pie wheel of car classes in the back office...

sdsearch, many thanks for a really useful post, based on current performance however, I wonder if I'd bother with Avis again - I don't seem to fit their profile and they don't bother reading mine.

And yet so is the Chrysler 300. If I were the OP I would've said "Why thank you for the free upgrade into a specialty car! However, I would like a different specialty car instead since you're upgrading me already."

I tried that but was firmly told 'that's all we got'!

And yet so is the Chrysler 300. If I were the OP I would've said "Why thank you for the free upgrade into a specialty car! However, I would like a different specialty car instead since you're upgrading me already."

I tried that but was firmly told 'that's all we got' The tone used told me clearly that the conversation was at an end - the very same tone used at TPA as it happened, maybe it's some kind of new assertiveness training..........:td:

I think these days most car rental companies classify their cars by throwing darts at a spinning pie wheel of car classes in the back office...

Tuneman, that made me laugh until I realised it's true!

I have come to the conclusion that Avis hates me. I am avis first, but scored only 1 upgrade all year (to a prius, which I like). I don't think they really care anymore, but I don't have a choice since my company has a rate with them.

I have come to the conclusion that Avis hates me. I am avis first, but scored only 1 upgrade all year (to a prius, which I like). I don't think they really care anymore, but I don't have a choice since my company has a rate with them.

I don't think they hate you, certainly the staff that I dealt with at ATL and TPA recently didn't run to that level of effort...........:D

I don't think they hate you, certainly the staff that I dealt with at ATL and TPA recently didn't run to that level of effort...........:D
I am a frequent renter at the TPA location and I agree with your classification of the staff as 'low performance' I think that they have a nonchalant attitude towards customers' request:td:. Its supposed to be a 24 hr operation, but you need god's help to get a car before 5.30 am.

I am a frequent renter at the TPA location and I agree with your classification of the staff as 'low performance' I think that they have a nonchalant attitude towards customers' request:td:. Its supposed to be a 24 hr operation, but you need god's help to get a car before 5.30 am.

My suggestion: do what I did and switch to Hertz. I'm in TPA about once a quarter (so I'm speaking from personal experience). Flying from SFO I usually land in TPA in the evenings. Any IRROPS and I'm getting in close to (or past) midnight. One time I called AVIS TPA counter to let them know of my delayed flight status. Avis CS said my name is on the preferred list and car will be available when I land. Finally got to TPA around 1am and AVIS counter was empty. Hertz counter was manned so I got a last minute rental with Hertz instead. On more than one occasion the Hertz customer reps have said that as long as I enter in my flight information (plus being Hertz Gold), they will wait until the last flight of an expected Hertz Gold member lands.

My TPA rentals are usually 24 hrs or less so getting in and out quickly is important to me.

AVIS preferred at TPA :td::td::td: : 3 rentals in 2004 - no staff available for me to pick up car once

Hertz Gold at TPA ^^^: post 2004 - car available for pickup everytime.

I wonder if the program has so many members that simply being one of many is not enough. How many millions are in the Preferred/First program?

I wonder if the program has so many members that simply being one of many is not enough. How many millions are in the Preferred/First program?

The Preferred program is really just an account so they can store your info/preferences and (hopefully) get you to your car quicker. As for First, I agree, there are so many that it's basically useless at most locations. At smaller stations when I was First, I found they were very good, though. If you look at their printout, it seems like about 1/3 or so were First. I'm lucky to see another PC or CC member when I've looked at the list of 30 or so rentals.

My suggestion: do what I did and switch to Hertz. I'm in TPA about once a quarter (so I'm speaking from personal experience). Flying from SFO I usually land in TPA in the evenings. Any IRROPS and I'm getting in close to (or past) midnight. One time I called AVIS TPA counter to let them know of my delayed flight status. Avis CS said my name is on the preferred list and car will be available when I land. Finally got to TPA around 1am and AVIS counter was empty. Hertz counter was manned so I got a last minute rental with Hertz instead. On more than one occasion the Hertz customer reps have said that as long as I enter in my flight information (plus being Hertz Gold), they will wait until the last flight of an expected Hertz Gold member lands.

My TPA rentals are usually 24 hrs or less so getting in and out quickly is important to me.

AVIS preferred at TPA :td::td::td: : 3 rentals in 2004 - no staff available for me to pick up car once

Hertz Gold at TPA ^^^: post 2004 - car available for pickup everytime.

This was my experience of Hertz at TPA this time last year.......http://www.flyertalk.com/forum/hertz/872749-tpa-1-club-gold-bad-experience.html

I should also add that I used to get great service from Hertz at TPA until last year, what happened to that company?

I should also add that I used to get great service from Hertz at TPA until last year, what happened to that company?

Sorry to hear about the Yukon/dirty Expedition issues you had. I agree it's a real bummer. For me company policy dictates mid-size cars only so I haven't had an experience with specifically renting an SUV at Hertz TPA. Most (not all) of the time I have gotten upgrades - sometimes to an SUV, other times it can be a prestige car, a few times it has also been a minivan. My main requirement is that a person be there at the counter to give me my keys so I can make the quick drive to St Petersburg during the evening. This gives me an extra 30 mins shut-eye in the morning so I don't have to drive thru rush hour to get to my customer.

So you're not a fan of Hertz, I'm DEFINITELY not a fan of Avis at TPA. That leaves Budget? or Dollar? Enterprise is another one to stay away from. I haven't tried Thrifty yet.... From memory are the limited choices from TPA for being able to pick up a care at the airport onsite.

lainys; If you are tied to the Midsize rate you should go to National and join Emerald Club. As a EC member I only pay the M rate, but get to take any car on the Aisle available. I often get SUV's, and 1X even a Luxury car was available. It's great to choose your car.

I am very disappointed with Avis- all five of my last rentals did not have a car waiting. But this past week's took the cake. He said he needed to know how many miles I would be driving it. I said I have unlimited mileage and he still wanted to know. It was 1 am and I just wanted to go so I said whatever for? He said the car was well overdue for an oil change and he did not want me to be responsible for the engine if it went dry! Wow, that's bad. Does anyone know if Hertz is better? I have a Diamond or Emerald club offer from them. I hate to leave Avis but I am just fed up.

He said he needed to know how many miles I would be driving it. I said I have unlimited mileage and he still wanted to know. It was 1 am and I just wanted to go so I said whatever for? He said the car was well overdue for an oil change and he did not want me to be responsible for the engine if it went dry!

Gotta wonder if that's the real case or if they had a car that was nearing the end of it's lease/buyback terms and didn't want you to go over it. Given that scenario, I'd reply with something like: "Well, if tomorrow goes well, I'll only be driving locally... maybe 100 miles. If I gotta go to XYZ to get parts, it'll probably be at least 1000."

Gotta wonder if that's the real case or if they had a car that was nearing the end of it's lease/buyback terms and didn't want you to go over it. Given that scenario, I'd reply with something like: "Well, if tomorrow goes well, I'll only be driving locally... maybe 100 miles. If I gotta go to XYZ to get parts, it'll probably be at least 1000."

I would've replied "100 miles.....or similar" :D

All the car rental places are like this now, despite the claims of trying harder, they're lazy and unmotivated. Philadelphia's Avis is hands-down the worst Avis in the entire nation. It had gotten so bad in 2006 they had Avis representatives from the national office out asking everyone who returned a car how their experience was.

I can't tell you how many times I've gone to see 200+ cars cleaned and on the lot but they have "no cars available" and they resist free upgrades with a passion...I was once told free upgrades are actually tracked and reviewed by management which might help explain the reluctance.

I flip-flop between Avis and Hertz depending on which one pissed me off last. While Hertz is usually better about the selection of cars (BUT only if you press the issue forcefully! squeaky wheel gets the grease!) the cars are generally older and dirtier than what you'll receive at Avis.

I previously had most of the above situations happen as well. I then started to search out and introduce myself to the station manager at all of my frequent visited cities. Then kindly asked if he could put my preference of a caddy into his stations compter profile for me when I reserve a premium car. This tactic has now worked almost 100% of the time.

Add "uncompetitive" to "lazy and unmotivated"....

I have a €35 Avis voucher that I received as a service recovery gesture from the last time I used Avis, for a 10 day rental in Australia in January. I had already pointed out that the car was dirty and damaged inside and out, naturally there was no upgrade, that their helpdesk was next to useless, that my BA miles did not post, and that Avis Preferred meant nothing, and I wouldnt be using them again. Still, they sent me the voucher. (*)

I have a need for another rental like this next January. So we are talking about a A$600-$700 rental here. Do you think I can find a quote from AVIS - reduced by €35 - that beats quotes I can get from Hertz, National, Europcar, Alamo who dont get a €35 head start ?

Nope. Not even close. Who tried harder ?

(* if, at this point, you are wondering why I took the car at all- the office was closing in 20 minutes, and "they had nothing else left except smaller cars, and the vacuum cleaner is broken", and I needed the wheels there and then)

Well to compound it all, I've realised today that Avis TPA have ignored the BA prepay that I did and have charged me for the rental - in essence, I've paid twice.

I cannot find the words to describe the sheer incompetence, laziness and downright poor attitude exhibited and experienced at the preferred counter at this location.

If Avis truly cared and if Avis truly 'tried harder' then they'd at least have a management lurker on this forum like Hertz now have.

A $5 overcharge for no apparent reason at ATL coupled with a lazy couldn't care less attitude and the same kind of attitude x 10 at TPA coupled with an attempted overcharge of $750 - We try harder my arse.

A really very impressive customer service rep called Anita at Avis UK has now sorted out a refund for the double booking however when I log into my Avis preferred account, I just get a blank where my rental history should be.

I would have to email some IT bods apparently to get this sorted out but based on the fact that my Hertz account still works and particularly based on the service I have received at ATL and TPA I think I'll just call it a day and go back to Hertz.

I might be just imagining things, but I feel that since the recession started to hit almost 2 years ago, the cars I'm getting seem to be older (at least at BDL)... I actually received a couple cars with >30k miles on them too! I wonder if the economic situation has caused them to keep cars longer rather than buy new ones?

I might be just imagining things, but I feel that since the recession started to hit almost 2 years ago, the cars I'm getting seem to be older (at least at BDL)... I actually received a couple cars with >30k miles on them too! I wonder if the economic situation has caused them to keep cars longer rather than buy new ones?

In 2007 both GM and Ford stated that they would significantly reduce sales to fleets (mostly rental fleets). With the reduced ability to buy cars, the costs for all rental companies probably increased. It was about that time that we started seeing the >25k cars on the lots, even as "preferred" or "First" members. The downturn in the economy late last year made it even worse for the rental fleets.