Enterprise COVID-19 (Coronavirus) FAQs

 

Topics 


Branch Information
Reservations
Loyalty
Vehicle Cleaning

 

Branch Information

Is Enterprise open during the Coronavirus outbreak?

Yes. Enterprise is an essential services provider that remains open to meet critical transportation and personal mobility needs. We’re here to serve those who need a vehicle and to help frontline responders including healthcare professionals, emergency responders, emergency services, utilities, military and local governments continue to move critical goods and services during this global health crisis.  We are committed and ready to help you get wherever you need to be.

 

Are rental vehicles available for frontline responders?

As an essential services provider, we are committed to supporting our frontline responders now more than ever. This includes supporting our healthcare professionals, emergency responders and the many others supporting our communities during this global health crisis with vehicles to meet their critical transportation and personal mobility needs.

 

What are Enterprise’s operation hours during the Coronavirus outbreak?

In some locations, we have adjusted our hours of operation to better protect customers and employees. Find your neighbourhood car rental branch to see the most up-to-date operating hours.

 

 What is the current rental process?

To help protect both customers and employees, we have modified our car rental process. This includes the addition of kerbside rentals at our locations to help promote social distancing by getting you quickly on your way while avoiding foot traffic in our locations.

Delivery is also offered at select car rental locations throughout the country. Please contact your rental branch for availability.

Whether you are picking your vehicle up kerbside, or if we deliver it to you, we’re committed to maintaining proper distance throughout the process.

 

How does car rental return work during the Coronavirus outbreak?

If you are currently renting a car with us, your local branch should be reaching out to you about options to return your rental vehicle. If you have any additional questions or are looking for more information, please call 0800 111 4312. 

 

Can I rent a car at the airport during the Coronavirus outbreak?

Yes, our airport locations are open.  Find an airport car rental location and start a reservation.

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Reservations

Can I cancel my existing reservation?

Yes. We have extended our existing no-fee cancellation policy to include customers with pre-paid rentals booked directly through us. Reservations can be canceled using your confirmation number along with your first and last name on our website, confirmation email or on the app. Enterprise Plus loyalty members can also see all upcoming reservations from the account page.

Customers who have booked a rental through a third-party are encouraged to contact that party directly to understand their policy.
 

Can I extend my reservation?

Yes. If you’re using the Enterprise App, you can reference your Rental Agreement Number and click “Call to Extend Your Rental”. You can also reach out to your rental branch or call 0800 800 227 to extend your reservation. 

 

Can I change my rental pick up/drop off time?

Yes. You can continue to modify your reservation, including vehicle, location, date and time using the website or Enterprise app. If you booked using a third party, you will need to modify your reservation using that third party.

If you've already picked up your rental vehicle, reference your Rental Agreement Number and click “Call to Extend Your Rental” in the Enterprise App to extend your rental. You can also reach out to your rental branch or call 0800 800 227 for more information.

 

I have a mechanical issue with my rental - what do I do?

If your rental car breaks down due to a mechanical failure and it is not drivable, be sure to get to a safe place out of traffic. Then, call roadside assistance at 0800 316 0977 and they will help you with the towing process.

 

Is my existing reservation still on?

Yes, we remain open. We have recently consolidated our neighbourhood operations and have implemented additional safety precautions in light of current events. Your local branch should be reaching out to you if any updates to your reservation are required. For additional info please call 0800 111 4312. 

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Loyalty

Will my Enterprise Points expire during this time?

No. We’re extending Enterprise Plus points expiring in March, April and May of 2020. If you have points set to expire in this time frame, you’ll see this reflected as a courtesy point extension in your member profile by April 30, 2020. As a reminder, points only expire if you haven’t had any rental activity in three years.

 

Will elite tiers be extended as a result of COVID-19 travel restrictions?

Yes. Current Enterprise Plus elite members will receive a one-year status extension. So, if you’re a Silver, Gold or Platinum level member with a tier expiry date of 28/02/2021, your current status will be extended until 28 February 2022.

We’re also rolling over elite qualifying rentals and rental days.

For members who qualify for elite status in 2020:

  • If you earned based on paid rentals, any paid rentals you have beyond the qualification requirement will roll over to 2021. For example: If you have 15 paid rentals this calendar year, and it takes 12 rentals to qualify for Gold status, the remaining 3 paid rentals will roll over to 2021.
  • If you earned based on paid rental days, any paid rental days beyond the qualification requirement will roll over to 2021. For example: If you have 42 paid rental days this calendar year, and it takes 40 paid rental days to qualify for Gold status, the remaining 2 paid rental days will roll over to 2021.

For members who do not qualify for elite status in 2020:

  • All paid rentals and paid rental days will roll over to 2021.

This rollover of paid activity allows you to get a head start on your elite qualifying activity in 2021.

Enterprise Plus Elite Tier Qualifications

Silver: 6 Rentals

Gold: 12 rentals or 40 rental days

Platinum:  24 rentals or 85 rental days

Rentals or rental days beyond these qualifications will roll over to next year and count towards elite qualification in 2021, as noted above.

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Enhanced Cleaning Procedures

What steps are being taken to clean the rental cars?

Clean vehicles have always been important to us, but at this moment in time, we know vehicle cleanliness is even more critical.

That’s why we have modified our cleaning procedures that take place between every rental using recommendations from the government.

On top of vacuuming and general wipe-down cleaning, we are using a disinfectant to sanitise key areas between every rental, like the following:

  • Key & key fob
  • Center console
  • Cupholders & compartments
  • Areas between seat/console & seat/doorjambs
  • Dashboard
  • Instrument panels
  • Steering wheel & column
  • Accessory panel
  • Door interiors & pockets
  • Door handles (interior & exterior)
  • Mirrors
  • And other high-touch areas

We also have measures in place to immediately isolate and quarantine any vehicle if needed.



What is Enterprise doing to protect and reduce risk during this Coronavirus outbreak?

Employees working in open branch locations are following the best practices recommended by the World Health Organization and other health authorities to help protect and reduce risk during this Coronavirus outbreak. These practices include:

  • Limiting the number of employees in a location
  • Using social distancing between each other
  • Staying home if they are feeling ill
  • Frequently washing hands
  • Frequently disinfecting touchable surfaces
  • Minimizing customer interaction at vehicle pickup or delivery
  • Ensuring local teams have supplies and resources needed

Additionally, all employees have been made aware that if they ever feel uncomfortable with working in a physical location, they are under absolutely no obligation to work

We also ask for your support. That’s why we urge travelers to please stay home if you are ill, displaying symptoms of COVID-19, been diagnosed with COVID-19 or are currently under quarantine.


For additional questions, please visit our main car rental FAQs page.

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