1 reviews | Active since Sept 2025
Luggage gone missing AND unable to call or reach branch
Initially, everything went smoothly – the service was friendly and prompt at OR Thambo branch. However, once we reached our destination, we realised that a bag had disappeared from our trolley while we were busy with the paperwork on Friday.
Since then, I have been trying to contact the branch on every number I could possibly find, but not a single call has been answered. Even the call centre attempted to transfer me, but without success. It is now Monday morning, and I still cannot speak to anyone at the branch to enquire about our loss or even ask if the cameras could be checked to see what happened.
I am extremely irritated and disappointed. How can it be that a company of this size has no way to reach a branch directly when something this serious happens?
At first, everything seemed great – quick, friendly service. But the moment we got to our destination, we realised a bag had gone missing from our trolley while we were busy with paperwork at the counter. That was on Friday.
Since then, I’ve tried every single number I could find for this branch – not one was answered. Even the call centre tried to transfer me and still, nothing. It is now Monday morning and I still cannot get hold of a single person at the branch to ask about our loss or to even check the cameras.
This is absolutely unacceptable. How is it possible that a major company like Avis is completely unreachable in a situation like this? I am beyond disappointed and angry.
Thank you for your feedback,
Kindly assist with your rental agreement number for us to investigate with the branch.
Thank you.
Avis Team.
Thank you for your feedback,
Kindly assist with your rental agreement number for us to investigate with the branch.
Thank you.
Avis Team.
Initially, everything went smoothly – the service at the OR Tambo branch was friendly and prompt. However, once we reached our destination on Friday, we noticed that we were short one bag. From that point, the experience became extremely frustrating. I tried every number I could possibly find for the branch, but not one call was answered. Even the Call Centre attempted to transfer me several times, but with no success. By Monday morning, I was still unable to speak to anyone at the branch to enquire about the bag or even ask whether the cameras could be checked. For a company of Avis’s size, this lack of accessibility is unacceptable and caused me a great deal of unnecessary stress and disappointment. That said, I later found out that an Avis staff member had discovered the missing package and kept it safely at reception. For that, I am very thankful and impressed. However, I do believe the situation could have been resolved much sooner – and with far less frustration – if someone from the branch had simply called to inform me when the bag was found, or if the phones were being answered as they should be. In the end, I appreciate that the item was recovered and kept safe, but I strongly urge Avis to improve communication and accessibility at branch level.
Initially, everything went smoothly – the service at the OR Tambo branch was friendly and prompt. However, once we reached our destination on Friday, we noticed that we were short one bag. From that point, the experience became extremely frustrating. I tried every number I could possibly find for the branch, but not one call was answered. Even the Call Centre attempted to transfer me several times, but with no success. By Monday morning, I was still unable to speak to anyone at the branch to enquire about the bag or even ask whether the cameras could be checked. For a company of Avis’s size, this lack of accessibility is unacceptable and caused me a great deal of unnecessary stress and disappointment. That said, I later found out that an Avis staff member had discovered the missing package and kept it safely at reception. For that, I am very thankful and impressed. However, I do believe the situation could have been resolved much sooner – and with far less frustration – if someone from the branch had simply called to inform me when the bag was found, or if the phones were being answered as they should be. In the end, I appreciate that the item was recovered and kept safe, but I strongly urge Avis to improve communication and accessibility at branch level.
Thank you for taking the time to share your experience with us. We truly appreciate your feedback and sincerely apologize for the frustration and inconvenience you encountered.While we're glad to hear that your initial interaction with our OR Tambo branch was positive, we deeply regret the difficulty you faced in trying to reach us regarding your missing bag. Your concern about accessibility is valid, and we understand how stressful it must have been not to receive timely assistance during such an important moment.
We’re grateful that the item was eventually recovered and kept safe by our staff, and we’re pleased that this part of the experience met your expectations. However, we fully acknowledge that the situation could—and should—have been resolved more efficiently. Your suggestion to improve communication and responsiveness at branch level is well taken, and we are actively reviewing our processes to ensure better service going forward.
Thank you again for your patience and for bringing this matter to our attention. We value your trust and hope to provide you with a smoother and more reassuring experience in the future.
Thank you.
Avis Team.
Thank you for taking the time to share your experience with us. We truly appreciate your feedback and sincerely apologize for the frustration and inconvenience you encountered.While we're glad to hear that your initial interaction with our OR Tambo branch was positive, we deeply regret the difficulty you faced in trying to reach us regarding your missing bag. Your concern about accessibility is valid, and we understand how stressful it must have been not to receive timely assistance during such an important moment.
We’re grateful that the item was eventually recovered and kept safe by our staff, and we’re pleased that this part of the experience met your expectations. However, we fully acknowledge that the situation could—and should—have been resolved more efficiently. Your suggestion to improve communication and responsiveness at branch level is well taken, and we are actively reviewing our processes to ensure better service going forward.
Thank you again for your patience and for bringing this matter to our attention. We value your trust and hope to provide you with a smoother and more reassuring experience in the future.
Thank you.
Avis Team.