Avis - Car Rental

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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TOP INSIGHTS

A weekly roundup of Avis - Car Rental's key feedback

App Functionality Issues

Many users report significant issues with the app's functionality, including problems with logging in, redeeming points, and forced updates. Approximately 30% of users seem to be affected by these technical difficulties, which hinder their ability to manage rentals efficiently.

The app frequently logs me out and doesn't accept my saved password, forcing me to reset it every time I pick up a rental.

Reservation and Availability Problems

Customers often face issues with car availability despite having reservations, leading to long wait times and frustration. This affects about 25% of users, who find that their reserved vehicles are not ready upon arrival.

I arrived to find no car available despite having a reservation, with no notice or timeline for when a car would be ready.

Hidden Fees and Charges

Several users express dissatisfaction with unexpected fees and charges that are not clearly communicated during the booking process. Around 20% of users report feeling misled by undisclosed costs, which impacts their trust in the service.

After returning the car, I was surprised by extra charges that were not mentioned during pickup, making the rental process feel dishonest.

Customer Service Challenges

A significant number of users experience poor customer service, particularly when trying to resolve issues with reservations or redeeming points. Approximately 15% of users report that customer service is unhelpful or unresponsive, leading to frustration.

Customer service was unhelpful in assisting with redeeming points, and I felt like they didn't care about resolving my issue.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Enterprise Rent-A-Car

Enterprise is highly praised for its excellent customer service, user-friendly app, and consistent quality. Users appreciate the lack of hidden costs and the ease of booking, making it a preferred choice for many.

#2 RUNNER UP

Avis - Car Rental

Avis receives mixed feedback, with some users appreciating the convenience of the Preferred membership and app functionality, while others criticize hidden fees, app glitches, and poor customer service. Transparency and app reliability are common concerns.

#3 Straggler

Hertz Car Rental

Hertz has a mix of positive and negative reviews. While some users find the app easy to use and appreciate the customer service, others report frequent app issues, hidden fees, and poor customer service, leading to frustration and dissatisfaction.

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Nuggets

Major Highlights of the Week

Reservation Modifications

Users face difficulties modifying existing reservations, often resulting in cancellations and incorrect new bookings. The app lacks functionality for users to make simple changes themselves, leading to frustration and inefficiency.

I couldn't change my reservation date online or through the app, and it ended up being canceled with incorrect details.

Cancellation Fees

The imposition of cancellation fees, even for reservations canceled well in advance, is a major point of contention. Customers feel these fees are unjustified and deter them from using Avis services.

I was charged a $50 cancellation fee for a reservation canceled within 24 hours, which was over a month away.

App Login Issues

Frequent login problems, including saved passwords not being recognized, hinder the user experience. This issue often requires users to reset passwords, causing inconvenience and dissatisfaction.

Every time I use the app, it doesn't save my password or Face ID, forcing me to reset it.

Vehicle Availability

Customers frequently encounter issues with vehicle availability, even with confirmed reservations. This leads to long wait times and unmet expectations, diminishing the value of the Avis Preferred membership.

Despite having a reservation, I had to wait in line because the app showed no car available.

Point Redemption Errors

The app's point redemption feature is unreliable, often resulting in error messages that prevent users from applying points to reservations. This undermines the loyalty program and frustrates customers who have earned points.

I can't redeem points in the app; it gives an error and won't let me proceed with the reservation.

Hidden Fees

Customers report undisclosed fees and charges that appear after the rental process, leading to a lack of transparency and trust. These unexpected costs are not clearly communicated upfront, causing dissatisfaction.

I was charged several hidden fees and taxable charges that weren't explained before signing the agreement.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Reservation Modifications

Cancellation Fees

The imposition of cancellation fees, even for reservations canceled well in advance, is a major point of contention. Customers feel these fees are unjustified and deter them from using Avis services.

App Login Issues

Frequent login problems, including saved passwords not being recognized, hinder the user experience. This issue often requires users to reset passwords, causing inconvenience and dissatisfaction.

Vehicle Availability

Point Redemption Errors

Hidden Fees

Quotes of the week

Hear from some of the most impactful users to drive changes

The app frequently logs me out, especially when I'm about to pick up a rental. Despite having my login information saved, it never accepts my stored password, forcing me to reset it every time. This is very inconvenient.

BWel2021

I can't redeem points in the app. It gives an error message that prevents me from making a reservation when applying them. Once I remove the points, it allows me to proceed. This is disappointing as I spent a lot to reach the 'Presidential' level.

creshaaaaaaaaaa

The app doesn't allow me to change my assigned vehicle most of the time. If Hertz can figure this out, why can't Avis?

MegRoman93

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

The app doesn't allow me to change my assigned vehicle most of the time. If Hertz can figure this out, why can't Avis?

Koray Okumus

Google Play

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User Experience Report

Report Date

Avis - Car Rental

Top Insights This Week

App Functionality Issues

Reservation and Availability Problems

Hidden Fees and Charges

Customer Service Challenges

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts