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26 May 2024

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28 May 2024

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Frequently Asked Questions

Here is a list of the most frequently asked questions.

If you need further help, please call us on 020 7591 0444 (within the UK) or + 44 (0) 20 7591 0444 (outside the UK).

What is included in the online quote?

Unlimited mileage (unless otherwise stated in the car description), Comprehensive insurance (subject to an excess - please see below) and VAT (tax).

Are there any additional charges apart from the basic rental price?

Fuel is not included in the rental price. Additional charges to your basic rental rate may include: Child/Booster seats, Excess reduction, Luxury Airport "Meet & Greet" and Bespoke "Delivery and Collection" services.

Why are all vehicles "on request"?

To ensure your selected car is available for the dates and location you require and because we accept bookings by specific make and model, all online reservations are "on request". We will get back to you within 24 hours to confirm availability or offer an alternative. For immediate availability please call us on +44 (0) 20 7591 0444.

What documents do I need when I pick up the car?

Your driving licence (as described below)
Your credit card (please note that some type of cars require two credit cards)
- Further identification, such as a passport, utility bill may also be required
- If you have booked online please bring a copy of the email confirmation

What type of driver's licence is required?

To rent an Avis Prestige car, you will need a clean driving licence that has been held for at least two years. If you hold a new style UK driving licence you will need to bring both the ID card and the paper part. Licences from other countries are acceptable. Remember to have your original driving licence with you.

Can I rent a car even if I have points (endorsements) on my driving licence?

You will need to check with our staff prior to booking, please contact us on +44 (0) 20 7591 0444

How old do I need to be to rent?

The minimum age to rent from Avis Prestige ranges from 25yrs to 30yrs depending upon the chosen vehicle. Full details of can be found alongside the vehicle descriptions within the website.

How can I pay for my rental?

You can pay for your rental using a Credit Card (Visa, Master/Eurocard, American Express) in your name. Please note, that at the moment we are unable to accept debit cards (Solo, Electron, Switch).

When do I need to pay?

The estimated cost of the rental and the full excess (deposit) is payable at the start of the hire. On return of the rental vehicle, we will include any additional services and charges incurred, subject to a final audit and either charge or refund as appropriate.

Are there any fees for modifying booking details or cancelling a booking?

You can cancel your booking up to 24 hours prior to pick up at no charge. You can modify your reservation details before the rental, including the length of the rental. Please note that if you change the reservation details your quote may change. If you have already picked up your hire car, you will need to call us on +44 (0) 20 7591 0444. 

I need to drop off the car at a different location, can I do that?

One-way rentals may be possible upon request; however please bear in mind that a One-Way fee will be payable, which could be expensive, and minimum hire periods may apply. If you have already picked up your car and would like to change the return location, you will need to call us on +44 (0) 20 7591 0444.

Can I return the car outside office hours?

You can return your car even when the rental location is closed by using the secure key drop-off box on site - please check the opening hours and whether this service is available beforehand. Please note: you will remain responsible for the condition of the vehicle until a member of Avis staff can inspect it.

What happens when I return the car?

Instructions on where to park the car on your return will be provided when you collect the car. A rental agent will check the hire car and the fuel level and you will be sent a bill detailing any additional charges.

I am going to return the car later than agreed, is that OK?

If you need to extend your rental you must call us as soon as possible on +44 (0) 20 7591 0444. If you are going to be late by less than 1 hour there is no need to contact us. If the car is returned more than 1 hour late you may be charged for an additional day's rental. 

Can I park my own car at your locations?

Unfortunately customers are unable to park their vehicles at our locations. Public car parks are available.

What insurance cover is included in the price quoted?

Your rental quote will include fully Comprehensive cover although an excess does apply (please see below).

Can I take the car outside of the UK?

Vehicles may not be taken out of England, Scotland or Wales without written authorisation. Vehicles taken abroad will be subject to a rate surcharge (typically 35%), mileage limitation (typically 100 miles per day), and additional insurance cover. Please ask at the time of booking.

What is an Excess?

The excess is a charge towards the cost of repairs/loss of the vehicle.

How much is the Excess?

The amount of excess depends on which car you have rented and whether you have chosen to reduce the excess. The typical excess ranges from £500 to £5,000.

Can I reduce the Excess?

In some cases the excess may be reduced by 50% upon the payment of a daily amount. Full details will be given at the time of hire. If you would like further information please call us on +44 (0) 20 7591 0444.

What if I break down?

24 hours Roadside Assistance is provided in case of emergency, breakdown or accident. Just call the dedicated number provided on your rental documents.

I left something in the car. Do you have a Lost Property service that I can contact?

We’re almost always able to reunite possessions with their owners. Please call us on 020 7591 0444, providing your name, the item(s) you left behind and either your booking reference number, rental agreement number or date of your hire. We will then check the vehicle for you. Lost Property can only be kept for 28 days. We cannot be held responsible for items not found.

Can I choose the specific model that I would like to rent?

We accept bookings by specific make and model, therefore you will have the option to choose the car you want to drive (please note that we are unable to guarantee the colour).

Am I guaranteed to get the exact car that I have booked?

In the vast majority of cases you will be provided with the exact make and model that you have booked. However, in the unlikely event of your selected vehicle being unavailable, we reserve the right to substitute another prestige car. If the substitute vehicle is more expensive no extra charge will be made. If the substitute vehicle is less expensive you will be refunded the difference in price.

Can I have an additional driver?

Yes. Additional drivers are subject to the same conditions regarding age, credit card and driving licence as the renter. There is no charge for the first additional driver.

Can I check prices online without making a reservation?

Yes, you can get a quote online without completing the booking process. Simply select the car, location and dates and click on the "Get a Quote" button. Please note that prices are subject to changes.