Avis AKL/NZ - Credit Card Surcharge & other matters

[AdMEL]

Hi all,

I've just returned from NZ, where I rented a car from Avis at AKL.

I noticed three things:

1. Upon collecting the car, a tiny little card on the counter advising that there is now a credit card surcharge 2% for Mastercard/Visa and 3% for Amex. Nowhere was this disclosed in the booking process, which is appalling. And it has not applied for the last 3 times I've rented from Avis in Queenstown, CHC and AKL. Hopefully this is not a sign of what Avis in Australia are going to do/have done (it's a few weeks since I've rented a car from Avis in Australia). When I returned the car earlier today, it was initially checked in by a roaming rep in the carpark and the surcharge was not shown. Unfortunately I had to get the amount adjusted at the in terminal counter (see point 2 below) and the receipt had the surcharge on it, which appears to be 3.45% plus GST!

2. Start time on rental agreement was 1.5 hours earlier than my reservation and also 30 min prior to flight arriving (flight was in booking), which resulted in me being charged for an additional 2 hours by the roaming rep in the carpark (I pointed out the issue and he said it would be fine, which it wasn't). Counter amended it, but it shouldn't have occurred.

3. Damage report had a website address and QR code for viewing 5 reasonably high quality photos of the car a few (7.5) hours before I picked it up. They were taken in the wash bay when the car was being washed and even included the car washer in a couple! Car was wet, so not ideal, but interesting.

 

[Deleted member]

As an expat Kiwi, I am appalled at the high CC surcharges across the board in NZ. I think it's a disgrace.

 

[kyle]

I just went to check my invoice for last month's rental and the credit card charge is there! Didn't notice any see at the counter as I was eager to get away after a 1130p incoming flight.

More disturbing though, I found a fuel service charge on the invoice for about $18. But I filled up at Tom Pearce Drive just before returning! Now raising a dispute...

 

[Revolio]

Made the mistake of using Avis AKL last year. Quoted me a price, but on payment GST was added. I specifically asked if the quote covered 'everything', the same operator did the return - surprise, surprise, he denied ever saying it. I just paid up, live and learn. Mentioned it to a wise concierge - he identified them before I got around to mentioning the rental company. Never get my business again, anywhere. Probably couldn't spell honest let alone know what it means.

 

[ALH]

We don't use Avis in NZ anymore. Just too expensive.

 

[kyle]

I just went to check my invoice for last month's rental and the credit card charge is there! Didn't notice any see at the counter as I was eager to get away after a 1130p incoming flight.

More disturbing though, I found a fuel service charge on the invoice for about $18. But I filled up at Tom Pearce Drive just before returning! Now raising a dispute...

Just reporting that Avis Australia replied after four days (are they running the NZ franchise?) and credited the disputed charge back to my credit card. Case closed.

 

[AdMEL]

Just reporting that Avis Australia replied after four days (are they running the NZ franchise?) and credited the disputed charge back to my credit card. Case closed.

Good to hear they refunded the disputed amount.

Both Avis and Budget (having common ownership) in Australia and NZ share their fleet (it's why the key tags don't have Avis or Budget on them) and their operations and customer service are in NZ from what I can gather (when I ring customer service other than reservations for either, I always end up speaking to a kiwi and I've received email from AvisBudget before).