Feel Safe & Confident When It's Time to Hit the Road Again
Complete Clean Pledge
Today and every day, we are committed to maintaining the highest standards of cleanliness in the industry. Now more than ever, our customers and employees deserve to know we stand behind that commitment with the Complete Clean Pledge. Following guidance from leading health authorities and in partnership with the travel industry, we pledge to go above and beyond our already rigorous cleaning protocols, including strict sanitising procedures to protect the health and safety of all.
While we’ve always had a very formal training process in place that instructs all employees on the proper cleaning of a vehicle, employees are now being trained to implement new and more comprehensive mandates that include enhanced cleaning guidance for vehicles, shuttles and branch locations, as well as social distancing practices.
Clean vehicles have always been important to us, but at this moment in time, we know vehicle cleanliness is even more critical.
Each of our vehicles is thoroughly cleaned between every rental and backed with the Complete Clean Pledge. This includes washing, vacuuming, general wipe down and sanitising with a disinfectant that meets leading health authority requirements, with particular attention to more than 20-plus high-touch points including:
- Key and key fob
- Steering wheel
- Steering column
- Center console
- Accessory panel / touchscreens
- Door interior
- Door pockets
- Seat surfaces
- Seat pockets
- Seat belts
- Interior Door handles
- Exterior Door handles
- Areas between seat/console
- Areas between seat/doorjambs
- Instrument panel
- Rearview mirrors
- Visor mirrors
- Gear stick / gear shift
- Trunk release
- Among other high-touch areas
We also have measures in place to immediately isolate and quarantine any vehicle if needed.
Social distancing protocols are implemented as passengers board, ride and depart from our shuttle buses. We are limiting the number of passengers on each bus, encouraging a one-way flow as passengers board and ensuring that passengers from different parties keep appropriate social distancing from others.
High-touch areas of our shuttles are cleaned and sanitised using a disinfectant frequently between trips. This includes baggage racks, door handles, and seat backs. All surfaces are thoroughly cleaned and sanitised with a disinfectant at least once per day.
The Complete Clean Pledge extends to our locations, as well. This includes frequently sanitising touchable surfaces with disinfectant throughout the day.
We sanitise all frequently touched surfaces with a disinfectant after they are touched. These include counter tops, phones, tablet devices, payment devices, door handles, among other high-touch areas.
Today – and every day – the safety and wellbeing of employees and customers is our top priority. We continue to take proactive steps to ensure we are doing our part to support and protect our employees and our broader community, while recogniszing our important role as an essential service provider.
For those working in our locations, we remain absolutely committed to providing them with a consistent and safe work environment during these unpredictable and challenging times. We are encouraging employees to follow health authority best practices like frequent hand washing and staying home if they are feeling ill.
We’ve also taken additional steps to ensure groups are practicing increased social distancing efforts while working, including limiting the number of employees at a location or within vehicles, avoiding large gatherings of employees, and encouraging employees to maintain distance from others whenever possible.
While we look forward to continuing to serve you during this time, we recognisze some travel plans may change. To provide you with flexibility for these changes, we have extended our existing no-fee cancellation policy to include customers with pre-paid rentals booked directly through us. Customers who have booked a rental through a third-party are encouraged to contact that party directly to understand their policy.
Emerald Club Members
We’re continuing to closely monitor the impact of travel restrictions on our members during this global health emergency. As a result, the following changes are being made so you can enjoy the status and benefits you’ve earned, now and in the future:
Elite status will be extended. Current Executive and Executive Elite members with tier set to expire on 28 February 2021 will receive a one-year extension and keep their status until 28 February 2022.
Qualifying rentals and rental days will roll over. If you achieve elite status in 2020, any paid rentals or paid rental days you have beyond your tier qualification will roll over to 2021 to give you a head start on earning towards elite status for 2022. Only the method in which you achieved elite status — either paid rentals or paid rental days — will roll over. For example: If you have 15 paid rentals this calendar year, and 12 paid rentals qualify you for Executive status, the remaining 3 rentals will roll over to 2021 and count towards elite qualification for the 2022 calendar year. If you don’t achieve elite status in 2020, all your paid rentals and paid rental days will roll over to 2021 and count towards elite qualification in 2022.
Emerald Club Elite Tier Qualifications
Executive: 12 rentals or 40 rental days
Executive Elite: 25 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.
We’d also like to remind members that earned programme reward free days‡ are valid for one full year after the year in which they were earned. So any programme reward free days you earned in 2019 can be used until 31 December 2020.
Thank you for your continued loyalty during these challenging times.
‡Free day covers base rate (Time & Mileage) only.