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Avis doesn't honor confirmed reservation
I booked (online) a car rental of 5 days for Bali at www.avis.com.
(1-6 August 2016) Two days before the rental, I also received a confirmation/reminder. The booking was made for 'meet and greet' service (ie someone from Avis was to meet us at the airport). Yet, when we arrived, there was no-one waiting. I called the given number, and after a few tries someone picked up, and then told me that my reservation 'was cancelled' and they could not do anything for us 'as we have no cars' I complained online to the email address given on the booking, which apparently was the US HQ> They forwarded the complaint to Avis Indonesia and Avis Singapore (where I live) I also repeated the complaint to the Avis social media complain address.. and on Facebook. Other than seeing an email from Avis SIngapore to the Indonesia office to investigate, I have not had any response/reaction or anything at all from Avis. I can only conclude that Avis thinks nothing of letting their customers with confirmed reservation in the lurch and does not care at all about their reputation. |
You should start the process of escalating this
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Originally Posted by gdenton
(Post 27107048)
You should start the process of escalating this
Dear Mr. Koerber, Thank you for contacting Avis North America Customer Service regarding your recent rental. We apologize for any inconvenience, however, such instances where the rental did not take place in the US or Canada and the renter is not a resident of the US or Canada cannot be resolved by Avis North America. Best Regards, Regina Cochran | Executive Response Team Avis Budget Group, Inc. |
Originally Posted by gdenton
(Post 27107048)
You should start the process of escalating this
Seems clear that nothing is going to happen here and that OP ought to just drop it because it's in the past and that's the end of it. |
finally reached someone at Avis Indonesia office. apparenty they were aware of my emails ("oh the bali case") but never deigned to respond, nor do anything for almost 30 days. ("I have to check first").. They had almost a month to check. really. Avis customer support is the dumps. So is their policies handling reservations
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Originally Posted by Often1
(Post 27126771)
I'm not sure why someone who is not a US resident who rents outside the US, would complain to a US business unit and expect anything.
Seems clear that nothing is going to happen here and that OP ought to just drop it because it's in the past and that's the end of it. |
Official Reply not good enough
Finally got a reply (after 1 month!).
but not good enough. If they knew the day before, why did no-one contact me beforehand to inform me (so I can try to make alternative arrangements)? Why did Avis not offer to arrange at least a taxi/transfer to our hotel/vill instead of leaving to fend for ourselves. Quite shameful for a supposedly reputable company From: AVIS Indonesia <[email protected]> Subject: Re: Avis Reservation 45899216SG6 . CC: [email protected] Dear Mr. Mathias Koerber , Gretings from Avis Indonesia HQ in Jakarta, First of all please accept my apologize due for the delay reply , I have investigated this case to Our Avis station in Denpasar Bali with Mr. [redacted] ( Avis RSA Supervisor for Denpasar Bali ) why the AVIS staff not show up as your arrival time at Denpasar Bali. “ We do accep you car reservation via on line booking on,22 Jul 16 /02.19.40. with the RES No : 4589-9216 –SG – 6 and forwad it to Avis station Bali ( [email protected] ) at the same day, After I talk with Mr. [redacted] last night “ The Point is there is a mist calculate betwen their stock ,& Reservation “ because on 30 of July 2016 ,2 days before your arrival time for Denpasar Airport ,they have another customers who rented 3 cars before not returned their car rented as the rental period without any information ,on the other hand Mr.Alit expected both of 3 cars will finish on schedule 30 of July 2016 ,( finally, on 2 of August , the renters call to Avis Bali that they need for extend efew days more ). On 31 of July 2016 one day be fore your arrival time for Denpasar Airport, on 01 AUG 2016 @ 12:00am Mr. [redacted] have been try to find out the solution,e.g .He try to call their saveral Supayer in Denpasar Bali ,but most of them are full booking ( sold out ) because on July - August is the High Season for Denpasar Bali, We really under stand that our service in Denpasar Bali was make you very disappointed ,therefor for “We Apologized for any inconvenience caused”, Thank you and Have a good day, |
Wow, that English is horrible.
They didn't offer anything other than "we apologized"? |
Originally Posted by phalkon30
(Post 27172473)
Wow, that English is horrible.
and for that it's actually understandable, that's fine with me... They didn't offer anything other than "we apologized"? |
Shame them on social media.
Terrible business practice, others should be warned to avoid them. |
Oh and yes. Giving me some $$$ off a future booking would actually mean I'd have to use them again. This way, they just confirmed they lost a potential customer for good (plus earned the negative publicity from me telling all my family/friends/colleagues).
So: double loss for them |
Originally Posted by Doc Savage
(Post 27172539)
Shame them on social media.
Terrible business practice, others should be warned to avoid them. |
I thought that complaining via Twitter usually gained some results..I'd keep doing that, but not expecting anything since evidently the US customer service can't help you. Pretty crappy service all around by them, though.
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I am not sure of the value of social media posting, but please submit your case with the previous information to this site:
http://avisbudgetgroup.com/contact-u...nt-escalation/ If you can fit the reply you got, it would be helpful to indicate that there was no real attempt in getting you a rental. I think the franchise team will take it up with the local office. Rasheed |
I did. They said since it's not US ....:
"Thank you for contacting Avis North America Customer Service regarding your recent rental. We apologize for any inconvenience, however, such instances where the rental did not take place in the US or Canada and the renter is not a resident of the US or Canada cannot be resolved by Avis North America." |
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