Updates Regarding Coronavirus

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The safety and wellbeing of our customers and employees is always our top priority.

We are closely monitoring the spread of the Coronavirus (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 Australian and New Zealand governments to minimize the risk to our customers and employees.


23 March 2020 

Coronavirus (COVID-19) Update for Ace Rental Cars Customers

Ace Rental Cars is committed to providing our customers with the highest level of service and wish to assure you that we are monitoring and responding to the Coronavirus (COVID-19) situation in Australia and New Zealand, and around the world.

Given the fast-evolving COVID-19 situation in Australia and New Zealand, we want to update you on the additional steps we are taking to keep our vehicles clean so you can be confident about your decision to choose Ace Rental Cars.

Ace Rental Cars has access to the most up-to-date and authoritative information on responding to COVID-19 and minimising the risk of infection to our employees and customers.

We are committed to high standards of safety and cleanliness. 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 are remaining vigilant in upholding these practices and are taking additional precautions as recommended by the United States Centres for Disease Control and Prevention, the World Health Organisation and the Australian and New Zealand Government to minimise the risk to our customers and employees.

We have detailed procedures in place to protect and care for our staff and to identify, isolate and clean any vehicle suspected of exposure to Covid-19.

These procedures apply worldwide, and you can be confident in the cleanliness and safety of a Ace Rental Cars vehicle wherever you rent it.

Similarly, we ask our customers to please heed and follow official advice on personal hygiene, measures to protect yourself, and what to do if you are concerned about exposure to the virus.  Australian Government guidelines on these measures, and the latest updates on the virus, are available here

For Australia, please see here: https://www.health.gov.au/

For New Zealand, please see here: https://covid19.govt.nz/

Ace Rental Cars remains confident in the cleanliness of our vehicles and believe they provide a safe travel option in the current circumstances.  We will continue to monitor the developing status of COVID-19 and will take all additional steps necessary to protect our customers and our employees.

We appreciate your continuing support and are happy to respond to any concerns or questions you have.  Our customer care team remains open to answer your questions and they can be contacted via email. support@acerentals.co.nz

Existing Bookings

During this time, we recognize flexibility is more important than ever. Should your plans unexpectedly change, please email support@acerentals.co.nz and we can work though adjusting your existing reservations.

Prepaid bookings  

Although there is a $75 early cancelation penalty fee, important updates have been made regarding pre-paid Ace Rental Cars bookings, due to the current situation. Customers with pre-paid rentals booked prior to March 13th can cancel their reservation for no fee and transfer their balance for use toward a future booking to be used within 24 months. 


20 March 2020 

Coronavirus (COVID-19) Update for Ace Rental Cars Customers

We are closely monitoring the COVID-19 situation and reacting accordingly, as the health and safety of our customers and employees is of the utmost importance.

We’d like to reassure you that at this time we’re following the current guidance from the leading government and health authorities to ensure we are taking the right actions to protect our customers, employees, and the communities where we operate.

We recognize flexibility is more important than ever. Should your plans unexpectedly change, please email support@acerentals.co.nz and we can work though adjusting your existing reservations.

Please also know that we continue to maintain our high standards for safety and cleanliness. In addition to practicing preventative measures to reduce the spread of germs within our facilities, all of 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 Centers for Disease Control & Prevention (CDC), World Health Organization (WHO) and the New Zealand Government.

We continue to monitor this evolving situation and will keep you informed of future updates.

Thank you for your continued loyalty.

Sincerely,

The Ace Team


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Coronavirus Q&A

Are Ace Rental Cars offering any concessions or waiving any fees for customers whose travel plans have changed due to concerns over the coronavirus?

During this time, we recognize that travellers may prefer renting a car because of the high degree of convenience and flexibility it offers.

What about prepaid reservations?

Customers who have made a reservation that is affected by travel restrictions in that region can cancel the reservation at any time or rebook to a later date, free of charge.

For those not in a travel restricted region, if the prepaid reservation was booked prior to March 13, 2020, we are offering flexibility to extend the pre-paid rental out to a fixed date. The customer must rebook within 12 months, and then will have an additional 12 months to pick up – this offers a total of 24 months to use the prepaid reservation without penalty.

Customers who wish to proceed with cancelling the prepaid reservation will incur the applicable fee. 

What happens if a customer self-isolates or is quarantined and cannot return the car?

If this happens, the customer should contact us and avoid contact with the car and the car keys for 12 hours.  We will ask the customer to place the keys in a sealed envelope and we will arrange to pick up the vehicle from the customer’s address after this time.

What happens if a customer finds themselves in a confinement area and cannot return the car?

The customer should avoid contact with the car and the car keys and contact us. We will arrange for the car to be picked up once the confinement has been lifted, or the customer can choose to return the vehicle to us at that stage.

What happens if you need to close a building or rental location?

We have robust business contingency plans in place to protect our business, customers and colleagues in the event of a location closure, including working from home or redistributing work to other locations.  We will contact customers with information if any of these possibilities affect their rental.

Are you cleaning your cars any differently? Have any of our operational protocols changed?

We have a high standard for cleanliness and safety and are committed to upholding those standards with our rigorous, multi-step vehicle-cleaning process. Enhanced cleaning protocols have been put in place as a result of COVID-19. These protocols apply to our cars, customer areas and buses, and are based on current local health and government guidelines.

Additionally, we are advising our employees to take simple hygiene steps to help prevent the spread of the virus, including regular hand washing and the use of alcohol-based hand sanitizer, which we are providing at our locations

We are also recommending that employees avoid handshakes or making any other welcoming gestures that require personal touch, and like always, they should not come to work if they feel unwell.  They should stay at home and contact their local health provider.  This is also the advice if they have recently been to a high-risk area or have been in contact with someone who has.