Avis Car Hire - Heathrow Airport T2-4

i have been avis preferred member for more than 20 years, i always pick up a car from the heathrow office. Manager Robeen and their staff team are really nice and friendly. they always try to find a right car for customers. A new automatic Mercedes A class and nice weather for lake district holiday have made really enjoyable experience for us. Many Thanks!

Overall, this is a good Avis location. Quick and easy to drop off with convenient staff. It would be better if the shuttle ran 24/7 - at least at reduced hours at night - as I spent a long time outside waiting for a cab to accept my booking to take me to a hotel on Bath Road, when there was an empty shuttle parked up next to me.

Staff suggested I walk, but the area lacks pavements for much of the journey.

I usually don't like to review the car rental companies as they always manage to disappoint you one way or another, especially if you are traveling abroad.
Not the case with Avis at Heathrow International Airport.

We got prompt service, the customer service rep was very pleasant.
Vehicle was clean and return of the rental was easy.
Highly recommend Avis at this location.

Thanks to the Avis team for their professional courtesy. I was automatically upgraded on my booking. However, I had asked them to change the car as I am quite tall and needed the SUV I had booked. The manager was amazing! He upgraded me again and I was so impressed with his service. This is why I only choose Avis as my car rental company!

Amazing service.
Loved Jazz's customer service and kindness.
Definitely enjoyed the experience and will recommend to my friends

Good car that matched what we booked. Service was alright but the fuel tank was only three quarters full and we had to return to the counter to correct the record before leaving.

Horrible customer service overall. Will never book again with such a stupid company.
I made a reservation about 2 months before my trip to pick a premium car up from the airport location in London. When I arrived at the location to pick the car up, the agent notified me that I will need to provide "additional docs" since the car is "premium class." As someone who's traveling in a foreign country, I am not carrying all my docs with me. However, I had a driver's license, a credit card with a high available limit, and my passport. I also had about 9 credit cards stored on my phone, all under my name, but she asked for physical cards only. Apparently, everything I had wasn't sufficient. Not to mention, I have a membership with Avis and all my information have previously been entered and verified prior to making this reservation.
Also, they sent me probably 10+ email reminders for the reservation for over 2 weeks prior to my trip, but failed to include this little yet very important piece of information on ANY OF THEM.
After going back and forth with the lady at the front desk, who was extremely rude and disrespectful, she offered to lower the car class so I don't have to provide additional docs. I agreed but asked what's going to happen to the difference in price, she said that since this was prepaid, no refunds will be made. Which sounded so ridiculous, straight up ripping off customers.
I tried to ask her for other options, and explained to her that it makes no sense since I paid for a higher class, she absolutely didn't care, and when I asked for a manager to look into this, she said that nobody can help and this is all they can offer, otherwise I can go and look for another company.
I then called the Avis US customer service since the UK one wasn't working (outside of Business Hours) before agreeing to the only solution she provided, and the customer service agent apologized for the inconvenience, opened a case and noted everything on it, then assured me a refund will be processed once the rental is complete as he said "we will take care of it on our end from the US." I completed the rental as advised, then sent an email to Avis customer service to share my feedback and requested what I was promised. After over 40 days of waiting and multiple follow ups, they responded that they "reviewed" the reservation agreement and didn't find any issues. Also advised me that if I have any problems with their response to reach out to the location directly. Basically, not their problem.

As soon as I arrived at the Avis office reception, I was greeted warmly, and with professionalism. They didn’t have the car I want it so they upgraded me and explained everything in detail. From pick up to drop off every Avis staff member that I had contact with were very courteous and extremely professional. When I travel back to the UK, I will for sure use Avis.