Avis Car Rental Perth Airport

When we first tried to get our car we were informed that "Avis" didn't have it and would have to take a similar size and prize replacement instead. We agreed and waited for about 2 or so hours, only to receive our original planned car in a extremely dirty and dusty condition interior and exterior.
Avis needs to:
-Wash their cars inside and out
-Improve their customer service
Hopefully with this feedback you Avis will improve your business and give all future customers a more pleasant experience than us.

Sunday afternoon only 2 counters open and 10+ people standing in a queue outside. Buck ip Avis

I must apologise to Avis perth airport I have not hired a car from you, I hired a car from Avis Galway Ireland was very poor

Avis Perth Airport branch has been awesome every time I have visited it. I travel to Perth quite often and always opt Avis for business purpose.

The staff is very nice and friendly EXCEPT one incident that I had today.

Some of the nice people I have met, in order, are are as below:
Jamshed (Gem of a person) - 1st visit
Issac (Best Customer Service) - 2nd visit
Sharon T. (Truly a rockstar and so humble) - 3rd visit

Today, however, I dealt with someone named "Dee" and she was extremely rude when I asked her about breakdown of an amount that was charged against my Amex. Totally ruined my experience (hence giving one star less)! She got angry for no reason, I tried to deal with her calmly but she was not ready to listen, instead kept dealing unprofessionally.

Deloitte has a huge corporate account with Avis and we do get vendor survey feedback forms. They should be more careful in dealing with all customers, in particular the corporate ones.

I am not sure as to where I escalate it, but I found it adequate to report on public forum, as that's the best platform which can help other people. I hope this gets read by relevant people/authorities at Avis and goes back as constructive feedback.

The Avis preferred service here is bad! I would choose no Star if there is such option. The counter lady had no clue what is going on? Thus, a long long queue forming.

Dec 2022: had a really good rental experience. We were early on Boxing Day and waited for a bit before the staff came to open the door at 6.30am. Jessica was super helpful in getting us sorted on the car.

Shirley was super helpful with assisting us to add another driver and full of helpful information.

The initial process of pick-up was a little slow, but the lady on shift was nice. Vehicle in good order so far. Will update if anything changes when we depart

What a disgustingly poor standard of customer service I have received from AVIS aka AB Group at Perth Airport. I wish I had read all the other 1 star reviews before booking, I'd encourage you to do the same and also look at the reviews for the other rental company AB Group run at Perth Airport. There is a consistent theme of appalling service, complimented with 1 star reviews which tells you a lot about how you'll likely be treated. If you want to be treated with common courtesy and respect you will definitely not find it here.

I booked a car for 7 1/2 days total $1900 and picked it up at 5: 20pm on the 23/12 just before Christmas. I was provided with a prepaid Parking pass by the Avis staff member to exit the car park and it didn't work. The parking exit is on a road way with no option to turn around and cars queued behind. I tried calling but there is no direct line to AVIS Perth Airport but a call centre who knows where. I ended up paying $372.15 to pay for 4 days of parking that occured prior to my reservation and literally 5min after stepping into the car.

Here is where things get worse, I immediately attempted to follow up and no one at the Perth site returned any of my calls or emails asking for assistance despite 6 requests for contact across the entire rental period. The Avis call centre did eventually follow up on my behalf and advised they were also not receiving responses from AVIS Perth.

It was not until the day prior to returning the car that I received an email (not a phone call) from the duty manager at the Perth site (following receipt of an email from the AVIS call centre/ customer service person) advising me she couldn't provide me with any assistance and told me to contact Perth airport instead.
I contacted the number she provided and the gentleman I spoke to said I hadn't contacted the correct place and that AVIS shouldn't be giving out his number. I was then left submitting an online query to airport parking which will take 5 business days to respond. To say I'm disappointed and frustrated is an understatement.

Last but not least, the $372 I paid was to cover the cost of parking AVIS incurred. It is $372 I no longer had for Christmas and only represents approximately 2 days of my 7 1/2 days of car hire. I am more than confident the company would still be making a profit from my reservation even if they had sort to remediate instead of being dismissive, completely unsupportive and unaccountable.
My only course of action is to provide this feedback to protect potential customers and inform them of how extremely poor AVIS Perth (AB Group) service is. The next step for me will be to escalate this to consumer affairs for a breach under the consumer guarantees act.
Fortunately for me, I have both the receipt, a digital copy of the parking permit and a video of the machine accepting the permit and issuing the fee. This is combined with my contemporaneus notes and emails asking for support from AVIS/ AB Group without resolution.

The queue is way too long just to pick up keys for a car that was pre booked and with a reservation number, get your act together Avis, we shouldn’t have to queue for an hour

No one manning the terminal counter and a sign with terrible vague instructions on how to get to another office which was a long walk from the terminal. Then to be waiting over 45mins for them to process the paperwork and actually get the car (was all booked in advance)

Long wait times to pick up the car, because it's being washed. Its silly they treat customers like this.waiting for more than 45 mins! This is after having a booking. A lot of time wasted standing around.

Both when we hired the car and returned the car I was impressed with the service we recieved

Was expecting a Toyota but got a KIA instead. They are not on par, Toyota generally is much better than KIA. The wheel was stiff, the car mats had lot of sand on it and barely had any water for the windscreen.as I have found out while on the highway.

Was given false information to by staff saying that there was no such thing as zero excess and that I could not add in my membership number after reserving the vehicle

Accidently book my rental for a month beforehand to when i need it, they where still able to hook me up with a rental, No complaints.

Only airport where you have to wait for the car to come. In line for 30 minute's. Then still waiting for the car to turn up with 20 other people. Why do you not have your cars in the numbered spaces like all the other airports.

Avis are hopeless! Please stop blaming covid for your total incompetence! The cannot get any details right and they yet again promise to send through tax invoice, yet again they did not. They only help you over the phone during their business hours, no one can send you a simple invoice without it taking 30mins over the phone. They won't help you weekends. I will do my best to ensure I never have another company booking through them!

The slowest car hire I have ever experienced. Only 3 other people, 25 minutes later and not even in the building yet. Ridiculous!

16 people in line. One customer service rep. 45 minute wait to get a car. 5 minutes to process a rental for a throughout of 12 cars per hour. The attendant is doing a good job. Process is broken or under capacity. Gotta be a better way.

Don't ask unless you want an honest opinion!
Picked up the car from Terminal 3-4, which was all good, no problems there.
However, because I was due to return early in the morning prior to a 0605hr flight to Melbourne, I was informed via email before even starting the trip that I was to return the car to Avis at Terminal 1-2 because it would be open and staffed.
Turned up at Avis in Terminal 1-2 but it was Closed! Luckily there was a key drop box.
The whole situation between the Terminals is a debacle and need decent signage and staffing
Normally I do not have an issue with Avis, but the Perth Terminal is atrocious.