Top 10 Frequently Asked Questions
Our service teams are happy to help you in any way that we can. If you have a specific question, first try using the search bar for an answer. If the article you find does not fully answer your question, or you would like further assistance, you will be provided with an opportunity to contact us through live chat, e-mail or telephone with the correct department based on the question you are asking by using the icons at the bottom of the article during office hours.
If you have questions about your reservation or would like to make, amend or cancel a reservation, you may do so on our website, our app, via e-mail to our Reservations team: UK.Reservations@abg.com, or via phone using the icons below.
If you are currently on rental and need immediate roadside assistance, please refer to the contact numbers located on your rental documentation.
If you are unable to find an answer to your question, and would like to speak with one of our dedicated departments, please click here if you are calling from within the UK, and here for international.
Our policy usually dictates that Avis and Budget will supply customers with a full tank of fuel at the beginning of their rental. Customers are also expected to return the vehicle with a full tank (or at the same level as the vehicle was picked up.
If you don’t have the time to refuel, we can do it for you but please keep in mind that this will incur an additional fee. Want some more information? Check out our refueling options.
For all of the below, international rates may vary.
Reservations – Open Monday to Friday, 0800 – 1700 (UK Time)
To make, amend or cancel a booking:
Reservation Avis Preferred customers – Open 0800 – 1700, Monday to Friday (UK Time)
To make, amend or cancel a booking:
Avis Preferred members only:
avispreferred-reservations@avis.co.uk
Customer Services – Open 0800 – 1600, Monday to Friday
For after-rental care:
Phone: +44 114 392 1230
Email: uk.aviscustomercare@abg.com
Avis Preferred Updates
If you would like to update your Avis Preferred profile, please email:
database.northern@bsc.avis-europe.com
Breakdown Assistance – Lines open 24/7
Avis Flex (long-term rentals) – Open 0800 – 1700, Monday to Friday (UK Time)
+44 800 021 1875 (Business)
+44 1847 557866 (Personal)
Avis Prestige – hires within the UK only
Request rental invoice
Retrieve a copy of your rental invoice online.
Careers
Consumer press enquiries
avispressoffice@clarioncomms.co.uk
Contact us by post
Avis Budget House
Park Road, Bracknell
Berkshire, RG12 2EW
England, UK
Dispute resolution
We are a member of the British Vehicle Rental & Leasing Association (BVRLA). If you make a complaint and are unhappy with our final response you can refer your dispute to the relevant conciliation service. These organisations independently review disputes with no additional cost to you.
The below numbers are free from a UK BT landline; calls from mobiles will be charged at your network’s chosen rate.
Reservations – Open Monday to Friday, 0800 – 1700
To make, amend or cancel a booking:
Reservation Avis Preferred customers – Open 0800 – 1700, Monday to Friday
To make, amend or cancel a booking:
Avis Preferred members only:
avispreferred-reservations@avis.co.uk
Customer Services – Open 0800 – 1600, Monday to Friday
For after-rental care:
Phone: 0808 284 6666
Email: uk.aviscustomercare@abg.com
Avis Preferred Updates
If you would like to update your Avis Preferred profile, please email:
Breakdown Assistance – Lines open 24/7
Avis Flex (long-term rentals) – Open 0800 – 1700, Monday to Friday
0808 284 0082 (Personal)
0800 021 1875 (Business)
Avis Prestige – hires within the UK only
Personal Accident Insurance (PAI) Claims – Open 0915 – 1700, Monday to Friday
Request rental invoice
Retrieve a copy of your rental invoice online.
Careers
Look for current vacancies, or sign up for alerts via our careers site Join our team | Avis Budget Group
If you have any recruitment questions or issues with our careers site please contact talentacquisitionteam@abg.com
Law Enforcement Enquiries
Contact us by post
Avis Budget House
Park Road, Bracknell
Berkshire, RG12 2EW
England, UK
Dispute resolution
We are a member of the British Vehicle Rental & Leasing Association (BVRLA). If you make a complaint and are unhappy with our final response you can refer your dispute to the relevant conciliation service. These organisations independently review disputes with no additional cost to you.
We understand that you may need to amend or cancel your booking for many different reasons. To make any changes or to cancel your existing booking, please visit our website here. If you have booked through a third party, such as a travel agent or broker, please contact the booking source directly for assistance.
It is important that you have read and understood our cancellation policy which is included in our booking terms and conditions.
If you have prepaid for your reservation, connect with our chat team using the below icon to request the applicable refund. Please note that any refunds can take up to 5-7 working days to reach your account once it is processed.
Yes. You can pay using Visa and MasterCard debit cards. There are a few exceptions: One credit card and one debit card may be required at the counter for higher-value vehicles in the UK. The Maestro card is only accepted in Germany. PREPAID cards are accepted online however they are not accepted at the counter which means a non-PREPAID card must be shown at the rental station (together with the PREPAID card). A PREPAID card can be used to pay for the rental at the end of the vehicle hire. Please refer to our location specific terms and conditions for additional information on payment options. Remember, the name on the card must match the driving licence of the main driver. Someone else can't pay on your behalf. And don't forget to bring your payment card when you collect your rental.
Planning a trip? Start your journey.
Already planned a trip? Check your booking.
To hire a car in the UK, you need to be at least 23 years of age at the moment of collecting the vehicle and have held a driving licence for at least one year. If you or your additional drivers are under the age of 25, you'll need to pay an extra fee per day. The amount depends on where you hire a car, because the law and insurance terms vary between countries. If the location charges a premium fee, it could cost more. The minimum age you can hire a car also varies from country to country. You can find specific information in our
Planning a trip? Start your journey.
Already planned a trip? Check your booking.
You just need to bring your:
- Driving licence*
- Credit card (if it’s a high value vehicle two payment cards must be provided, one of which needs to be a credit card),
- Proof of any discount (such as a frequent flyer or Avis Preferred card),
- Photo ID for international rentals (such as a passport or driving licence)
*If you hold a UK driving licence and are renting a car or van in the UK, you must bring a DVLA licence code with you when collecting your vehicle. Codes can be requested from online (you will be asked to submit your driving licence number, National Insurance number and home postcode), or by calling the DVLA on 0300 083 0013 (Monday to Friday 8am7pm, Saturday 8am2pm). The code (which will be valid for a maximum period of 21 days from the point it is generated) must be presented to the store and still be valid when picking up any vehicle from us.
You may also need to bring proof of where you live, which could include a recent utility bill or bank statement. Your driving licence will not be accepted as proof of address. For more information on the rental requirements where you wish to rent, please review our location specific terms and conditions.
If you’re an Avis Preferred member, simply bring your membership card and your driving licence. Lastly, if you booked online or over the phone, bringing a print out of your booking confirmation showing your unique booking reference can streamline your check-out process. If you booked through a travel agent or third party agent, you will also need to bring the voucher they have supplied.
Need more advice? Contact us using the icons below.
Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
Planning a trip? Start your journey.
Already planned a trip? Check your booking.
Whether you're hiring a car or van, you just need a clean driving licence that covers the vehicle you're hiring. Don't worry if you have points on your driving licence. You can still hire a car in the UK if you have six or less points. You must have held your driving licence for at least one year if you are hiring in the UK. This will be different in other countries so ensure you check the Location Specific Conditions. Please remember to bring your physical driving licence with you when you collect your vehicle (we don't access electronic licenses). If you're driving abroad, you and your additional driver will also need to bring your International Driving Permits. But in some countries, such as China, you can only drive if you have a Chinese driving licence.
Discover whether you need an International Driving Permit for your trip and how to apply on the gov.uk website.
Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
Planning a trip? Start your journey.
Already planned a trip? Check your booking.
When a traffic offence occurs, we are notified by the relevant authorities as the registered owner of the vehicle in order to identify the driver of the vehicle. Whenever possible, liability is transferred to the driver of the vehicle at the time of the offence and the authorities re-issue the Penalty/Parking Charge Notice to the driver. We charge an administration fee to cover our costs involved in this process. Following a liability transfer, the authorities contact the driver directly by post with the re-issued fine. Rest assured, the dates of fine payment are updated so that the driver is not affected by the time taken to transfer liability. In some circumstances, liability cannot be transferred and the fine is paid on your behalf by us. The lowest possible fine amount is paid and is charged directly to the customer. Please note, to dispute an offence, the authorities must be contacted directly. Details of the dispute process and all contact details for the authority will be detailed on the re-issued penalty charge notice that you will receive.
Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
Planning a trip? Start your journey.
Already planned a trip? Check your booking.
