Our primary focus through the COVID-19 pandemic is the health and safety of our customers and employees. We continue to monitor federal and state government recommendations and updates on COVID-19 protocols and travel restrictions, and implement these changes as quickly as possible.
Like many service providers across Australia, we have had to change the way we do business. We have reduced our operating hours and temporarily shut down some of our branches which we foresee as a temporary measure until travel restrictions have eased. We are committed to continuing the provision of services safely to all Australians through the pandemic and have implemented flexible options to get you on the road as soon as possible. This includes our COVID-19 Promise for all Pre-pay & Save rentals. We are also offering flexible collection and drop-off options outside our current trading hours and at temporarily closed branches on a case-by-case basis. Changes to airplane arrival and departure times are closely monitored and we will continue to adjust our operating hours to suit.
Enhanced COVID-19 cleaning measures
We have implemented enhanced cleaning and precautionary measures at all of our locations, beginning at the vehicle detailing process and through all high contact areas in our retail environment.
- All high contact areas in our offices, including counter surfaces and terminals, are cleaned thoroughly with disinfectant every two hours
- Hand sanitiser dispensers are available for use by customers and all employees
- The interior of our Courtesy Shuttle Bus fleet is disinfected at least three times a day
- All high contact areas and surfaces the interior and exterior of our vehicles is cleaned thoroughly with disinfectant during the vehicle detailing process before vehicle collection
Rental bookings affected by COVID-19 travel restrictions
Rentals affected by COVID-19 border or regional travel restrictions can be cancelled by contacting our reservations team on 1800 327 826.
For any customers who have booked through a third-party broker or website, please contact them directly for further guidance should your travel be disrupted.
COVID-19 Hygiene Policy
Following guidance from leading Australian health authorities we have expanded our already rigorous cleaning protocols. Our employees are trained in the implementation of these new and more comprehensive procedures which include enhanced cleaning guidelines for vehicles, or fleet of Courtesy Shuttle Buses and branch retail environments.
The cleanliness of our vehicles has always been at the forefront of our business, and now it is more critical than ever.
Each of our vehicles is thoroughly cleaned from the moment it is returned to us. The vehicle is immediately taken to a washing facility and is only returned in preparation for the next rent following a full sanitisation protocol. This includes washing, vacuuming, and the application of a high-grade disinfectant as per Australian heath authority requirements.
Focus is given to the following key touchpoint areas:
- Steering wheel and steering column
- Seat belts and buckles
- Seats and pockets
- Dash (instrument panel) and vents
- Touchscreens (entertainment unit, GPS etc.)
- Centre console
- Door interiors including door handles, power window buttons and door pockets
- Glove box
- Gear stick/lever
- Boot, bonnet and petrol cap releases
Courtesy shuttle buses
We also have measures in place to immediately isolate and quarantine any vehicle where necessary.
Social distancing guidelines as required by the Australian Government are enforced as passengers board, ride and depart from our shuttle buses. We have limited the number of passengers on each bus and ensure passengers from different parties maintain social distancing.
High-touch areas of our Courtesy Shuttle buses are cleaned and sanitised with disinfectant between each trip. This includes door handles, safety rails, seats, seat belts and buckles. During this time, it may be necessary for customers to load and carry their own luggage to and from the bus.
Branch retail environments
Our enhanced cleaning protocols also extend to the retail environment. This includes regularly sanitisation of key touchpoint areas with disinfectant throughout the day; counter tops, phones, tablet devices, payment devices, door handles. We also have introduced “sneeze guards” as an added precautionary measure.
How we help protect our employees
Our employees are educated in and follow best practices recommended by Australian health authorities. These include:
- Social distancing
- Staying home if they are feeling unwell
- Frequently washing hands
- Frequently sanitisation of high touchpoint surfaces with disinfectant
- Use of disposable gloves and disinfectant when cleaning vehicles
- Maintaining social distancing during vehicle pick up and delivery
While we have limited trade at most of our rental locations, our staff are vital to the operation of our business through the servicing of our valued customers and transfer of vehicles.
We are committed to providing a safe work environment during this challenging time, and continue to monitor the situation and respond to advice provided by the Australian Government and health authorities.
How we help protect and support our customers
To help protect both our customers and employees, we have limited the number of customers inside our rental offices at any one time. We urge all customers to follow the advice of our employees and observe social distancing guidelines as recommended by the Australian Government.