INFORMATION RELATING TO CORONAVIRUS (COVID-19)
As the impact of the Coronavirus (COVID-19) continues to evolve, please know we remain committed to providing you with the exceptional experience and service you expect from Hertz. The safety and wellbeing of our customers and employees is always our top priority
We are closely monitoring the spread of COVID-19 and following the advice of government and health authorities to make sure we are taking the right actions to protect our customers, employees and the communities where we operate.
It is our mission to maintain the high standards for safety and cleanliness that customers expect of our brands. In addition to practicing preventative measures to reduce the spread of germs within our facilities, all our vehicles go through a rigorous, multi-step cleaning process for each rental. We remain vigilant in upholding these practices and will take additional precautions as recommended by the Centres for Disease Control & Prevention (CDC), World Health Organization (WHO) and local governments to minimise the risk to our customers and employees.
What if my plans change due to Coronavirus?
We know customers need greater flexibility to manage the change happening around us. Here are a few recent changes we’ve made to help you.
If you need to return your vehicle to a different location, we will waive any rate changes.
If you need to return a vehicle early or later than planned, we will waive any associated fees.
And as always, Hertz’s pay later option has the ultimate flexibility with no cancellation fees, ever.
What about pre-paid reservations?
Customers who have made a reservation affected by travel restrictions can cancel the reservation at any time or rebook for a later date, without charge.
For rentals not taking place in a travel restricted region, and where the prepaid reservation was booked prior to 13 March 2020, you can change the rental to another date without charge. We kindly ask that you rebook the rental within 12 months, and you then have a further 12 months to collect the vehicle – this offers you a total of 24 months flexibility to rent later.
You may wish to cancel the reservation altogether. As always, there is no fee applicable on prepaid reservations that are cancelled 48 hours prior to pick-up.
What about rentals reserved using Gold Plus Rewards points?
Customers who booked prior to 13 March 2020 will be refunded the entire points balance.
What happens if I am required to self-isolate or I am quarantined and cannot return a vehicle?
If this happens, please contact the location and avoid contact with the vehicle and the keys.
We will arrange to collect the vehicle from a nominated address.
What if I have contracted the virus and in possession of a Hertz / Dollar /Thrifty or Firefly vehicle?
If you have tested positive for COVID-19, or are displaying symptoms, and have used a car with us the last seven days, we ask that you please notify us as soon as possible.
What happens if I find myself in a confinement area and cannot return a vehicle?
Please avoid contact with the vehicle, the keys and contact us. We will arrange for the vehicle to be collected once the confinement has been lifted, or you can choose to return the vehicle to us at that point.
Is there a list of your locations that are currently affected by travel restrictions?
An up-to-date list of European locations that are temporarily closed can be found here.
Are you cleaning your cars any differently? Have any of our operational protocols changed?
Around the world, we have enhanced our cleaning methods at our locations and our shuttle buses including using approved disinfectant to regularly wipe down high-touch areas such as door handles, counters, kiosks and other hard surfaces.
We’ve added more alcohol-based hand sanitizers and asking employees to take important hygiene steps, including frequent handwashing and staying home if unwell.
For our vehicles, we are reinforcing our rigorous cleaning process which includes priority areas such as door handles, steering wheel, dashboard, console, seats, etc.
How are cars cleaned if a renter is a confirmed or suspected of having COVID-19?
We have implemented new cleaning protocols that include removing the vehicle from circulation and disinfecting through a third party in the cases where a customer is suspected or known to have COVID-19.