Questions about my current rental

We consider your rental a long-term hire if the rental period is at least 28 days.

In case you would like to extend further, we need to open a new rental period with a new rental agreement number.

Our Rental Operations Team will contact you via SMS before the original check in date to ask how long you wish to extend the rental. In the SMS you can find a secure website link where you can add the return date and the current total mileage reading of the hire car in order to extend the rental. (If you already have a new reservation number for the next period, you can add this information as well on the site).

Our Team will process the extension as soon as possible, however for technical reasons, only after the due date of the rental.

In case you would like to discuss your rental extension, you can send us an email or call us during working hours (Monday-Friday 9 AM – 4 PM, CET time +01:00), please make sure including your rental agreement number or the plate number of the car in your email or have this data available before the call.

Rental Country

Email address

Phone number

France

os_fr@abg.com

+33 176547829

Germany

os_de@abg.com

+49 6171681316

Italy

os_it@abg.com

+39 0641998780

Portugal

os_pt@abg.com

+351 910016911 / +351 910025403

Spain

os_es@abg.com

+34 913480186

UK

os_uk@abg.com

+44 1344417017

 

In case the rental country does not appear in the list above, please contact the rental location.

We always aim to provide quality vehicles in premium condition. On the rare occasion you are unsatisfied with the condition of your vehicle, we are happy to help and will of course change it if necessary subject to vehicle availability. If you collected it, simply return to the hire station. Or if your hire vehicle was delivered, please call the number on the front of your rental agreement. If you feel that your vehicle is not safe to drive, please call the roadside assistance number printed on your contract.

 

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.

You want to return your hire vehicle with minimal fuss. We understand. That's why when you collect your hire vehicle, we can tell you where the nearest fuel station is. Rather not worry about returning with a full tank? Pay for a tank of fuel upfront and you will save time and money because we always aim to offer a discounted rate. Find out more about your fuel options.

 

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.

We always aim to provide the perfect model for your journey. If you are not satisfied with your choice, you can change it during your journey. Simply visit the nearest hire station and we may exchange it, depending on the availability of other vehicles. If your hire car has a fault, we will of course make it our priority to provide another vehicle. What do you desire? Discover our vehicles.

 

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.

Yes! Simply go to your nearest hire station with the additional driver(s). Every driver must be present and your additional driver(s) will need to show their driver’s licence. Adding another driver will incur a charge; the amount will depend on where you hire your vehicle, but we will tell you what it is there and then.

 

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.

Return the car to the normal drop-off point (these vary by location). Receipts can be obtained or reviewed in the app afterwards.

 

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.

Check any rental documents already in the car and make the rental staff aware of any additional damage. There will soon be a damage section on the app where the customer can review all damages and note any discrepancies in the app. If in doubt, contact a member of the rental location team.

 

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.

The condition report in the app should show all damage. If you see any additional damage, this should be reported to a member of staff. There will soon be additional functionality available in the app where you will be able to record any discrepancies. If in doubt, contact a member of the rental location team.

 

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.

If you have not moved the car you can go back into the app and change your choice of car.

 

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.

The rental location will have allocated a car (as per normal Avis Preferred procedures). You will need to make the security gate agent or rental desk staff (if collecting keys) aware of the change.

 

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 you book your hire car online, you'll receive an email confirmation explaining where to return it. You don't need to provide any paperwork when you bring it back, but your rental agreement is useful as it shows any damage that already existed. We will check the vehicle to make sure we are both satisfied. In a hurry? To save time, we offer a Rapid Return service at over 125 locations across Europe including major airports. We will fast track your return, making sure you're in and out within just 90 seconds. Find out if your location offers this.

 

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.

Don’t worry. Call the 24 hour Freephone emergency breakdown helpline provided on your rental agreement and we will come to help. No matter when or where, we will be there. Please note that breakdown assistance will not cover every situation. For complete peace of mind with issues like losing your keys or a burst tyre, you can upgrade to full roadside support. Find out more.

 

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 you book your hire car online, you'll receive an email confirmation explaining where to return it. You don't need to provide any paperwork when you bring it back, but your rental agreement is useful as it shows any damage that already existed. We will check the vehicle to make sure we are both satisfied. In a hurry? To save time, we offer a Rapid Return service at over 125 locations across Europe including major airports. We will fast track your return, making sure you're in and out within just 90 seconds. Find out if your location offers this.

 

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.

We always check our hire vehicles thoroughly but in case you find damage that is not marked on your rental agreement, please let a member of staff know or call us as soon as possible after collecting it so that we can amend your paperwork accordingly. Our number can be found on the front of your rental agreement.

 

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.

In the rare event that a service light comes on during your rental, please contact our roadside assistance at the number listed on your rental agreement and we will arrange a vehicle exchange. We apologise for any inconvenience that this will cause.

 

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.

Unfortunately no, the name on the rental agreement, the "named" or "main" driver, must remain as it has been reserved.  Should the main driver be unable to drive the vehicle or pick up the reservation, the rental must be cancelled and re-booked under the new designated name at current pay at location rates.  Please note that for any cancelled reservations there may be cancellation fees as set out in our booking terms and conditions

If the rental has already begun, you may wish to add an additional driver so that another individual can drive the vehicle, however the named driver cannot be changed.

If you cannot find your rental car keys, please first call our agents at the rental agency (listed on your rental documentation) and report the lost keys. Usually, we have a spare key for vehicles in a central storage location, which is then ordered for you by the agency.

Additionally, there may also be times when we need to have the rental car towed by a breakdown service if the keys cannot be secured otherwise.

You will be responsible for any loss or damage to the rental car keys. The amount of these costs depends on the country of rental. Costs resulting from loss of keys, such as towing service and replacement of the keys, must be paid by the customer.

Smoking is strictly prohibited inside all of our vehicles. If we believe that someone has smoked inside the car during the rental period, an additional charge will be applied to cover our added specialist cleaning costs.

If, on the other hand, at the beginning of your rental you notice a cigarette smell, please let the station know and we will provide you with a new vehicle.

The Congestion Charge zone covers Central London. It spans Hyde Park in the west to Vauxhall in the south, Tower Hill in the east and Regent's Park in the north. You can find out exactly the areas it covers by viewing the Congestion Charge map. We can pay on your behalf for the first day of your rental. Just let us know when you collect your hire vehicle and we will add it to your rental agreement. Discover how to pay the charge.

 

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.

We understand you may need to return your hire vehicle when we're not here, especially if you're flying from an airport during the night. That's why at many locations you can return your hire vehicle when it suits you. Just leave your keys in our secure drop box. Please remember you are responsible for the condition of your hire vehicle until we check it. When you collect your hire vehicle, we'll let you know where to park it on your return. Find out whether 24 hour drop off service is available at your hire station.

 

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.

We offer theft protection with all our hire vehicles to assist in the event of all or part of your hire vehicle being stolen. The amount you pay depends on the vehicle you hire and where you hire it from. We offer a number of coverage packages to reduce your liability however, stay vigilant as you will not be covered should you leave your hire vehicle with the keys in it. Your booking quote and rental agreement will identify your liability level and our local representatives will also be happy to discuss your available upgraded coverage options when you collect your vehicle.

 

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.

Your hire car will run on either diesel or petrol. Or if it's a hybrid, petrol and electricity. It depends which model you choose. But always remember to refill your car with the right type of fuel. If you're in doubt, check your rental paperwork for the fuel type or call your hire station whose number is listed on your rental agreement.

 

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.

Yes. If return date/time changed in the app, it will advise of any additional charges, or, reduced rental fees.

 

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.

Yes. However, late return fees may apply. Modifications should be made before the rental end date/time. Please contact the rental station directly as soon as possible quoting your rental agreement number or the registration number of the vehicle.  If you are a Preferred member, you may also use the Avis app to extend your hire.  

 

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.

Breakdowns, however unlikely, may happen but don't worry, we won't leave you behind.

If you need to call for roadside assistance, you must only call us or our roadside assistance provider.

Breakdown Assistance:

  • +45 70 24 77 99 (Lines open 24/7)
  • If you are renting abroad, contact details can be also found on the first page of your rental agreement, or inside the vehicle. 

Don't worry if you do not have our Roadside Assistance Plus. We offer 24 hour emergency breakdown assistance in case you have a mechanical breakdown or are involved in an accident. No matter where or when, we will be there. Please note that our standard breakdown assistance will not cover every situation and additional charges could be also added to your final invoice. For complete peace of mind with issues like losing your keys or a burst tyre, you can upgrade to full roadside support.

 

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.

We understand you might get delayed, so we try to be flexible. If you’re running late or need to extend your car rental, please make sure you contact us as soon as possible. Should you return the vehicle late – without notifying us or extending your hire – you may be subject to a late return fee. If you fail to extend the rental and you are more than 29 minutes late returning the vehicle, your rental will be extended and you will be charged an extra day’s rental at current pay at location prices plus a late return processing fee for each day or part of a day until the vehicle is returned.

If you overrun past your agreed return date and time, you will incur a late return fee. If you still haven’t returned the vehicle 24 hours later, then another late return fee will be applied. A late return fee will continue to be added every 24 hour period thereafter, until you return the vehicle to the rental station.
Depending on the country of rental, the daily late return fee will be: £15.00/CHF 20.00/150.00 (DKR, NKR or SKR)/between €15 and €18.60 (country dependent), or the equivalent amount in local currency.

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.

If you drive your hire vehicle through Central London between 07:00 and 22:00, any day of the week, you pay a fixed fee each time you pass through a Congestion Charge zone. When you hire a car within the Congestion Charge zone in London, we can pay on your behalf for the first day of your hire. Just let us know when you collect your car and we will add it to your rental agreement. You will need to pay the charge for the other days of your rental so find out where these areas are by viewing the Congestion Charge map. Discover more about the charge and how to pay it.

Want to hire a car in London? Your perfect car is waiting in prime locations across the capital and at London’s major airports. Start your journey.

 

Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of 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.


We want you to enjoy every mile of your journey so we always try to be as flexible as we can. That's why you can book a one-way trip for national, inter-regional and cross-continental trips.

We recommend returning your car to the same pick-up location because dropping it somewhere else will cost more. Don't worry. Any extra cost will be included in your booking fee, so you know upfront, however, any changes to your original booking could result in additional costs.

Please be sure to check out the location specific terms and conditions for your hire location country to know if you are able to travel with the vehicle in specific countries.

 

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.


If you would like to extend your current hire car, we'll do our best to help; please contact the rental station directly quoting your rental agreement number or the registration number of the vehicle. Please note – extra days will be charged at 'pay at location' prices and your pre-authorisation will be updated to include any anticipated additional costs. We will try to help you extend your rental over the phone, however sometimes you may be required to visit one of our locations.   

 

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.

You pay for each day you hire a vehicle, which is based on a 24 hour rental period. If you return your hire vehicle within 24 hours, you'll still be charged for the full day. There's also no penalty for returning your vehicle up to 29 minutes late, but for returns after this time we're afraid you will be charged for another day as well as a late return fee. If you are going to be late or would like to extend your rental period, please call your hire station ahead of time to let us know.

 

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 you collect your hire vehicle you will receive a rental agreement. This document contains all the information you need to know, including the booking price, the vehicle’s condition and the estimated cost of your rental. You will need to check and sign your rental agreement before you drive your hire vehicle away.

It’s a very quick and simple document, because we don’t want to hold you up on your journey.

Are you signed up with Avis Preferred? This process is even quicker. You don’t need to sign a thing for your master rental agreement, because this has already been taken care of online.

 

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.


You are charged for each day (24 hours) you hire a vehicle. Whether you hire it for just two hours or 24 hours, you will be charged for the full day. Early Returns: If you return the vehicle and any optional extras early, you will lose the benefit of any special offers if you no longer meet their requirements. This may result in the rental costing you more. There is no refund for any unused days.

 

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.


Yes, you can extend your rental through the app while your rental is still open. If you experience any issues trying to extend via the App, please contact the rental station directly.

 

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.

We always aim to provide the perfect model for your journey.

If you are unsatisfied with your choice, we will of course try to change it depending on what is available. If you collected it, simply return it to the hire station. Or if your vehicle was delivered, please call the number on the front of your rental agreement. If we do not have any alternative vehicles available in the category you have chosen, you can also request a paid upgrade to a different category.

What do you desire? Discover our vehicles.

 

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.

On your rental agreement you can find the date and time when the rental period ends and the address of the Avis location the car needs to be returned to.

We will send you an automatic reminder SMS before the rental car is due to return. 

In case you cannot return the car on time, you have the opportunity to extend the rental without attending the rental location. Please reply to our SMS with the new return date and make sure that the additional charges for the extension are available on your account. 

If your rental exceeds the 28 days, it means you have a long-term rental and a new rental agreement should be opened. Please see details here.

In case you would like to discuss your rental extension, you can send us an email or call us during working hours (Monday-Friday 9 AM – 4 PM, CET time +01:00), please make sure including your rental agreement number or the plate number of the car in your email or have this data available before the call.

 

Rental Country

Email address

Phone number

France

os_fr@abg.com

+33 176547829

Germany

os_de@abg.com

+49 6171681316

Italy

os_it@abg.com

+39 0641998780

Portugal

os_pt@abg.com

+351 910016911 / +351 910025403

Spain

os_es@abg.com

+34 913480186

UK

os_uk@abg.com

+44 1344417017

In case the rental country does not appear in the list above, please contact the rental location.

The vehicles in our fleet are only available for a certain period.

If your current hire car reaches the end of its service life at Avis, the car needs to be return to the manufacturer. You only need to attend a rental location and we will provide you another vehicle within the same category you currently have.

Our Rental Operations Team will send you an SMS with a secure website link where you can choose a convenient date/time and Avis location for the vehicle exchange.

Our team will then review your requested date/time and fleet availability for that location and in case of any changes will contact you. 

In case you would like to have further information regarding the vehicle exchange process, you can send us an email or call us during working hours (Monday-Friday 9 AM – 4 PM, CET time +01:00), please make sure including your rental agreement number or the plate number of the car in your email or have this data available before the call.

Rental Country E-mail Address Phone Number
Germany os_de@abg.com +49 6171681316
Portugal os_pt@abg.com +351 910016911 / +351 910025403
Spain monthly.team@abg.com +34 913480186

If your rental country does not appear in the above table, please contact your rental location directly using the number on your rental agreement.

You are welcome to return the vehicle early if you absolutely need to. Please keep in mind however, that if you return early and have prepaid for your rental, there won't be a refund for any unused days. There is also a chance that the rental could cost you more as some rates or discounts may only apply to the rental length that you originally booked.

Want more information about our returns process? Visit our terms and conditions page for more information.

 

Planning a trip? Start your journey.

Already planned a trip? Check your booking.

Your rental contract, or rental agreement, is the most important document when renting a vehicle. This contains all of your personal information, selected products, quoted price, important information regarding your vehicle and rental locations, and many key terms and conditions. Please also be sure to also review our Location Specific Terms and Conditions for more important information. It is very important that you become familiar with your rental agreement for your understanding and safety. You will understand what you should be charged and when, as well as important rules for using one of our hired vehicles such as what to do if you've had an accident or who to call if your vehicle has broken down.

 

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.

If you already have your vehicle and want to keep it for longer time, simply call us at the location you collected it from or contact our reservations team. We’ll work around you, where possible. Please note that changing the duration of the rental could change the overall amount you pay. We will instantly tell you how much more it will cost to keep it clear and stress free for you. We will also let you know if your hire car happens to be nearing the end of its ‘rental life’ and confirm if it’s able to stay on the road a little longer. If not, we will find your nearest hire station, from where you can continue your journey in a new vehicle. Our telephone number is on your rental agreement or it can be found here.

 

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.

We always check all tyres during the pre-rental inspection, so the tyres on your hire vehicle will be in a safe condition. However, we understand they may become worn if you hire a vehicle for a longer period. Should this happen, simply contact your nearest hire station and we will replace them.

 

 

 

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.

 

We hope you enjoy your journey, but should something unforeseen happen, we are here to help. If you are involved in an accident, please:

• Call the emergency services

• Call our breakdown helpline, details of which can be found on your rental agreement or online

• Write down the names and addresses of anyone involved, including witnesses

• Make sure it’s safe to leave your hire vehicle

• Complete the accident form in your rental agreement paperwork or contact your hire station

• Don’t get your hire vehicle repaired without speaking to us first. This is so we can make sure the vehicle is repaired to the highest standards by a manufacturer or authorised repairer.

When you hire a vehicle with us, you automatically receive breakdown assistance in case something goes mechanically wrong. For complete peace of mind with issues like losing your keys or a burst tyre, you can upgrade to full roadside support. Find out more

 

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.