Avis Rent A Car New Zealand Avis 40

I called AVIS NZ today to clarify two existing bookings, and the experience with the reservations staff member, SARAH (with strong Filipino accent), was incredibly disappointing! Instead of providing clear assistance, she sounded impatient and dismissive throughout the call. At one point, she even said "I have mentioned this to you many times," in a tone that felt like we were being told off rather than helped.
Her manner was intimidating rather than supportive and it left us wondering how someone with such an unprofessional phone presence could be assigned to a customer service role. A staff member assisting customers on the phone should have a warm, helpful and professional tone- not one that makes customers feel unwelcome or burdensome.
This experience was such a waste of time that we have decided to cancel both bookings altogether. After this experience, we will never attempt to make any future bookings with AVIS NZ. The level of customer service we received left us frustrated, disappointed and genuinely shocked.

I apologize ahead of time for the long post, but I am hoping AVIS MANAGEMENT sees this and can help us....

We rented a vehicle from Avis at the Auckland, NZ airport from 28 JANUARY 2026 to 11 MARCH 2026 (reservation #33969584 US5) without any problems. However, when we returned the car, I had accidentally left my ($200) leather wallet in the car, and it feels like it's becoming impossible to get it back (they will only hold it for 60 days).

We realized I'd left it behind while we were waiting for our 7:45 pm Air NZ flight, so my husband hightailed it back to the Avis airport office (I believe this was around 6:30 pm on the 11th) and was told by the customer service rep that "the car is at the wash rack and we have the wallet under lock and key but the only individual--Teresa--who can release it has just left for the day". WHY is there only ONE person who can do this?!! That was ridiculous!

And there is NO WAY to speak to someone on the phone IN their office!!! Even the Lost Property Office for the AIRPORT told us they don't have a number to reach the Avis office!

When you ring their customer service number, the voicemail said to send an email if it's regarding a lost item, which we did immediately, along with entering a lost item report on their website. We heard nothing back. We sent two more emails and finally received a "generic" reply on 19 MARCH that our email is in their queue for review, and it wasn't until 25 MARCH (referencing Lost Property ID number 83607) that they finally responded offering two options that we're unable to do since we live in the US and not NZ (one of which was to come to the airport to pick it up).

Then we received a response on 30 MARCH from another individual who told us another option we had was to email them a shipping label by getting it through the NZ Post. I replied the same day with some questions, and got the auto reply that the email was in the queue once again. As of today (7 APRIL) I've still not received a reply, so I finally decided to try sending them the shipping label today and got the usual auto reply, so who knows how long until they get the label and I find out if it works out or not.

I could understand this dragging out forever if I was dealing with an Avis in a big city like Los Angeles, but NZ is a small country and the Avis at Auckland airport is a tiny office compared to somewhere else in the world. Like I said, I hope management sees this and helps us get this taken care of!!!!!

Avis car rental process is seamless, had rented suv btw Dec 11 and Dec 27, insurance is full covered, zero extra payment in case of exigency, 24/7 on road support, car was new and in superb condition, enjoyed the drive. Avis team keep up the positivity, would recommend Avis nz for car rentals

We were only dropping off our hire car at Auckland airport, having picked it up in Christchurch. Turned up at domestic terminal drop off as didn't realise we could have dropped it off at international. But, that was fine. Parked up in one of the designated bays and was quickly met by Mr Khan, who took our key and prrsonal details and also wrote on the screen (in removable pen!) that the battery in the key fob was failing - really nice, quick and efficient customer service. And we were quickly on our way, couldn't ask for more. In the main the car was fine, a couple of issues which we relayed in our review of the Christchurch office.

Rented a car in Australia as Avis preferred customer at a set rate displayed on the website which was competitive. Got invoiced after hiring and had at least $200+ additional hidden costs not advertised at additional acceptance of rental contract. Avis then proved very difficult (and still is) in trying to resolve those costs.

Our flight to ChCh returned to AKLD due to adverse weather. Phoned Avis to see if we could rent a car for 24 hours to return to our home in Hamilton and coming back to AKLD for our rebooked flight tomorrow morning. They quoted us just over $500 for a 24 hour rental. Won’t be using this company ever again!!! Opportunists!!!

Booked a one way rental QT to Auk 2 weeks ago for November. Rate was $2700 NZD. Called to REDUCE trip by one day and new rate is almost $5,000. Competitor matched original rate in an hour.

I’d especially like to praise your staff member, Ezequiel (I hope I spelled the name correctly). From the moment we arrived, he provided us with exceptional service upgrading us to a better car, supplying snow chains, and giving clear instructions about both the vehicle and the Queenstown area.

It’s such a wonderful feeling to arrive in a new country and be welcomed with such outstanding customer service. Thank you, Ezequiel, for making our experience such a positive one.

Unfortunately, my recent experience with Avis customer service left a lot to be desired. I spoke with a Filipino representative (didn’t catch his name), and from the moment the call started, it was clear he wasn’t interested in helping. He sounded extremely unmotivated, sarcastic, and frankly, quite lazy.

When I asked for assistance with amending my booking, he flat-out refused to help in any constructive way. To make things worse, he hung up on me mid-conversation. No explanation. Just click – gone.

I expected better from a global brand like Avis. This kind of treatment is not just unprofessional, it’s downright rude. I hope this feedback reaches the right people so no one else has to deal with this kind of poor service.

Offensive. Returned AVIS to Queenstown Airport, leaving key in the dropbox in the Avis Carpark as instructed by their staff member. Flew home and then got charged an extra day as they logged the car being returned 14 hours after it actually was. They now will not refund the extra days charge unless we prove that it was returned - despite the fact that it was their carpark, so would have been recorded on their CCTV.

I hired a car from another car company and it broke down. They didn’t help me with another car. Their service was appalling so Gary at Queenstown airport helped me with a hire car from Avis so I could be on my way and enjoy the rest of my holiday. Thank you so much Gary.

Terrible experience and would recommend stay away from this rental firm. Christchurch airport were not helpful as we had to wait for our vehicle 1hour late and no credit for the hour late.As waiting we were told sign here and there and of course didn’t read the small print. I did ask we have got full insurance yes but she did not been mentioned at the counter the $750 excess that GST will be added and Admin fee to a claim as well as Admin fee to the GST. Yes we had to claim as car was Keyed by someone walking pass and not sure where it happened. Process of claim was terrible and we felt like a criminal. Also the scratch cost just over the excess plus GST plus admin fees and very convenient to them. We weren’t allowed to have another quote either
If I could we would give them a minus star rating MINUS STAR RATING
Lynn and Dave

When we returned the car we filled it up at the airport. Avis claimed it was 1/2 full. I provided a copy of the cc transaction as I did not have a receipt. No person checked the car with me when I returned it. it is a fraudulent charge but they will not reverse the charge.

On a recent visit to NZ I rented a car from the Avis counter at Queenstown airport. I was quoted $150 for one day hire plus insurance for $37. I returned the car within the hire period and with a full tank of petrol. After I returned home I received an invoice from Avis showing that I had been billed NZD 335.28. This included charges of $45 + GST that had not been mentioned at the counter. There was also a charge of 115.40 for Fuel Service. I contacted Avis and was asked for proof that I had filled the car. I paid cash for the fuel and did not have a receipt. I contacted the manager at the BP station on Frankton Road who kindly supplied me with both the receipt and a picture of me with the car at the pump. The amount of petrol put in to top up the tank was about right for the distance covered during the hire. I sent the information off to Avis and two weeks later I have now received a refund for the cost of the fuel. I am satisfied with the outcome, but I should never have been billed for the fuel. I have no way of telling if it was simply an error, or something else.

Tale of two islands. Picked up a car in Greymouth to tour the South Island. Booking hall is cramped and busy on arrival of tranzalpine train. Was only shown small photos of the vehicle and no direct inspection. Had booked to have mechanical breakdown cover included but told us this was not included and we had to pay an additional costs for breakdown assistance. Also suggested they were doing us a favour by not charging for second driver when the booking had a second driver included. When I managed to view documents and confirm we already had breakdown cover customer service refused to refund the money they had taken. Just kept saying we'd sign the agreement and refused to consider that the second agreement was made under false pretences. Overall their customer service depart is an impenetrable web. You just go round in circles. Returned to car to Blenheim airport - no staff on duty just had to post the keys - so no opportunity to ensure walkaround or discuss breakdown issues. Picked up a second car in Wellington to tour North Island. Much better customer service from Wellington office - no issues with breakdown cover or second driver; all good. (Second car was a Mitsubishi ASX which is rubbish and grossly underpowered but that's another issue). Dropping the car at Auckland was a bit traumatic as the instructions about where to leave the care are not specific. Its in a car park and has to be on a certain level - but we got there eventually. Then managed to leave my (expensive) camera in the boot of the car. Hats off to the Auckland office they rang me to say they had found it and very kindly kept it at the office until I could call to collect it a week later. Offered a contribition to the staff Christmas party but they kindly refused. So 10/10 for customer service to the Auckland office 1.5/10 for the rest of the service and 0/10 for the customer service team.

We booked a rental in NZ for Rarotonga pick-up. On picking up we found that the quoted prices was in US dollars, not NZ. So we incurred another $400 of cost. ( NB- this is our 10th trip to Raro and we usually pay $50 NZ per day ). At the end of the day, we found their representative at Raro 'Louisa' to be quite rude and unhelpful. We brought the car back when she told us to- and then charged us an extra day. She didn't want to inspect the car whilst we were there - until we insisted, and again, got a bad attitude. She told us 'not to ruin her day' and, that 'she was always good to us people'! We would never hire Avis again and recommend that no one else does. It seems to be normal behaviour for Avis.

ok, I think this story typifies the care factor of Avis Car rentals. My licence was stolen and modified and used to rent a car, the car amassed a heap of tickets. the car was not returned to Avis and they sent an investigator to see me who agreed that it wasn't me and the police already knew this! I then contact them via phone (help desk) and email several times and they refuse to acknowledge that they are responsible for the tickets or even return my calls or emails. Unbelievably rude and incompetent. I will share the story to anyone who listen

Picked up vehicle in Auckland for our trip south to end up in Christchurch. We had an excellent customer service from Brendan who was very helpful, knowledgeable, friendly, funny but professional at all times.
The whole process was easy, vehicle was excellent - a Toyota Rav 4.
Dropping the vehicle off at Christchurch was equally easy and efficiently handled. Thank you for your assistance and based on our experience I would highly recommend AVIS.

Just dreadful
Made charges to my credit card nearly four months after my last (very last!) rental with them. Despite four emails to their customer "service" team I have still not received any explanation. Never again - there are lots of competitors ... I certainly will never use Avis NZ again. VERY unhappy.