Avia Rent a car Reviews 

Reply from Avia Rent a car

Jul 30, 2025

Thank you for your feedback.

We’re sorry to hear about your experience. However, we must clarify the following:

The EUR 50 out-of-hours fee is applied in accordance with our clearly stated rental terms and conditions, as well as the information provided on your reservation voucher. This applies when pickup occurs outside regular office hours, regardless of the reason, including flight delays.

Regarding the child seat, our staff is not permitted to install baby or child seats in vehicles due to liability and safety regulations. We always provide available equipment, and while we regret if the first seat offered was not suitable, an alternative was provided upon request.

We strive to offer a professional and safe service to all customers, including families with small children.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you for your comment.

Please note that our vehicle inspection procedures are fully aligned with international car rental standards and are in place to ensure transparency and protect both the customer and the company. Customers are always encouraged to inspect the vehicle thoroughly upon pickup, and all documented damage is shared via email with photo links, as noted in the rental agreement.

Damage to critical parts of the vehicle—including the underbody—can compromise safety and is therefore evaluated with care, regardless of size or visibility. This is clearly outlined in the rental terms provided on your reservation voucher.

Thank you for acknowledging the value for money.
Avia team

Reply from Avia Rent a car

Jul 30, 2025

Your attempt to present the situation as unfair is entirely misleading.

You accepted and signed the rental agreement and insurance terms, which clearly state that the €750 deductible applies only when proper insurance protocol is followed—that means providing a police report and 0.0‰ alcohol test at the time of the incident. You failed to do so, and as such, the insurance is null and void.

Furthermore, the full damage amount was charged in accordance with the legal and contractual terms you agreed to. The €146 administrative fee is a mandatory charge, outlined in both the contract and voucher you received from your booking agency.

You were fully informed of your responsibilities, both in writing and verbally at vehicle pickup. Blaming the company for your failure to follow procedure is unacceptable. Your behavior reflects negligence, and you are now facing the consequences of your own actions.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

We must clarify that the card you presented was a debit card, not a credit card, which is why we were unable to block the standard security deposit. This is clearly stated in the rental conditions you accepted and is also noted on the voucher provided by your booking agency.

In such cases, a full insurance package is offered as an alternative to ensure vehicle protection and to allow the rental to proceed. This is standard procedure and was fully explained to you at the time of rental.

We do not engage in “bad faith” – we follow clear terms which every customer accepts before confirming their reservation. Accusations of dishonesty are completely unfounded.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you for your kind feedback — we’re glad to hear you found our service efficient and friendly!

We hope to welcome you again in the future.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you very much for your kind words! We're delighted to hear you had a great experience with us.

We hope to see you again soon!

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you for your great feedback! We're glad everything was perfect with the car and service.

Looking forward to welcoming you again!

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you for your kind words! We're very happy to hear you were satisfied with the vehicle and our service. We appreciate your recommendation and hope to see you again soon.

Avia team

Reply from Avia Rent a car

Jul 31, 2025

We must address some key points regarding your rental. At the time of pickup, you did not present a valid credit card, which is a mandatory requirement clearly stated in the rental conditions and on your voucher. Due to this, you were offered an alternative insurance option, which was explained in detail and accepted voluntarily before vehicle handover. No service is ever added without the renter’s consent and signature.

Additionally, your agreed return time was 10:00 AM, yet the vehicle was returned and the contract closed at 10:22 AM. Our staff was present and available, and such delays during high season are not uncommon. Waiting for staff is often the result of prior returns being processed, not a lack of presence.

All rental terms—including payment methods, return procedures, and optional services—are clearly outlined in your voucher and rental contract, which you signed.

We urge customers to review all terms carefully prior to arrival to avoid misunderstandings.

Avia team

Reply from Avia Rent a car

Jul 31, 2025

1. Out-of-Hours Fee – Clearly Justified
Your scheduled pickup time was before 21:00. You arrived at our desk at 21:15, well outside our standard working hours. You did not provide a flight number, which would have allowed us to monitor delays and prepare accordingly. In the absence of this crucial information, your late arrival triggered the standard out-of-hours fee of €50, as explicitly stated in the Terms & Conditions and on the voucher issued by your booking agency. This is not a surprise fee — it is part of the conditions you accepted.

2. Cleaning Fee – Not Optional
Our clean-to-clean policy is standard practice. The €12 cleaning fee applies when a car is returned with more than acceptable wear, including dust, interior stains, or other neglect — regardless of how minor the customer perceives it to be. Again, this is not hidden; it's transparently stated in your rental documentation.

3. No Deception – Only Factual Execution of Terms
We do not “add charges by interpretation.” We implement the exact conditions each customer accepts in writing before rental begins. It is the customer’s responsibility to read and understand the terms before signing. If a customer fails to meet their obligations — such as arriving late without notice or returning the vehicle dirty — charges apply accordingly.

Unsubstantiated accusations of dishonesty or manipulation are entirely inappropriate and unfounded. We operate according to industry standards and legal rental procedures.

Avia team

Reply from Avia Rent a car

Jul 31, 2025

Thank you for your kind words! We're thrilled to hear that you loved the car and had a great experience with our team during your 3-week rental. We look forward to welcoming you again on your next trip!

Avia team

Reply from Avia Rent a car

Jul 31, 2025

Thank you so much for your thoughtful and detailed review!

We're delighted to hear that your experience at Zadar Airport was your best car rental experience yet. Our team takes pride in being transparent, professional, and friendly, and it's wonderful to know that this came across throughout your rental process — from pickup to return.

We truly appreciate your recommendation and look forward to welcoming you again in the future!

Avia team

Reply from Avia Rent a car

Jul 31, 2025

Thank you very much for your kind feedback!

We're glad to hear you had a great day exploring on our scooters and that the service at our Zadar location met your expectations. We hope to welcome you again soon for more smooth rides and great experiences!

Avia team

Reply from Avia Rent a car

Jul 31, 2025

Thank you for your positive feedback!

We're glad to hear that everything went smoothly and that you were satisfied with the car and the service. It's always our goal to make the rental process quick, professional, and hassle-free.

Avia team

Reply from Avia Rent a car

Jul 31, 2025

We’re pleased to hear you were happy with the car and our staff, but we must strongly clarify the cleaning fee policy. The condition of the vehicle upon return did not meet the agreed standards, as stated in the rental terms and conditions clearly outlined in your voucher. Vehicles must be returned in a reasonably clean state both inside and out. In this case, the vehicle required additional cleaning beyond standard washing due to visible dirt accumulation.

This is a standard and transparent policy applied to all customers equally. We do not consider this "money grabbing," but rather a fair application of the agreement both parties accepted.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

We regret your dissatisfaction, but we must clarify a few important points:

The card you presented was a debit card, not a deferred credit card, which does not comply with the standard requirements for securing a rental deposit. This is clearly outlined in the rental conditions provided on your booking voucher and confirmed again upon signing the rental agreement. Debit cards are not accepted for the security deposit unless full coverage insurance is purchased, which was explained in detail at the counter.

The €12 cleaning fee applies when the vehicle is returned in a condition that requires standard interior or exterior cleaning. This policy is stated in the rental terms and is not unique to your case.

You acknowledged and signed the rental terms and pricing upon vehicle pickup. These are industry-standard policies and were not applied arbitrarily or abusively.

We are transparent with all conditions, which are provided in writing ahead of time and reinforced during the rental process. We do not accept responsibility for misunderstandings arising from not reviewing the voucher or rental terms prior to arrival.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you very much for your kind feedback!

We're delighted to hear that you were happy with our customer service, vehicles, and pricing — and even more so that we exceeded your expectations. It means a lot to us.

We hope to welcome you again soon!

Avia team

Reply from Avia Rent a car

Jul 30, 2025

We must emphasize that you attempted to present cards issued by virtual online banks, which are clearly not accepted for deposit purposes as outlined in the rental terms and on your booking voucher. This includes providers such as Anna Bank and Chase, when issued through virtual banking platforms. These are not recognized as valid physical credit cards for security and compliance reasons in car rental operations.

You were offered the only available alternative in such cases — full insurance coverage, which is a mandatory requirement when a valid credit card is not provided. This policy is strictly enforced and transparently communicated in advance, including via your booking agency.

We do not accept unfounded accusations of being “ripped off” when the conditions were clearly stated and accepted at the time of reservation. It is the renter’s responsibility to arrive with proper documentation and payment methods.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you for your feedback — we're glad to hear everything went smoothly and that you were satisfied with the vehicle.

Avia team

Reply from Avia Rent a car

Jul 30, 2025

Thank you once again for your feedback.

We’re glad to hear that you were satisfied with the vehicle and with the efficiency of our staff. Regarding your concern about phone accessibility, please note that an emergency contact number, along with all relevant phone numbers and our email address, is clearly stated on the rental agreement provided at pickup. We kindly advise all customers to refer to the rental contract for urgent assistance and support details.

Please also understand that during the peak summer season, call volumes are significantly higher due to increased business, which may occasionally cause delays in reaching us by phone. We appreciate your patience and understanding in this regard.

Thank you for choosing Avia.

Avia team