Updates Regarding Coronavirus
21 September 2021
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 3 – Auckland Travel Restrictions
Please be advised of the following changes to our operations in Auckland.
Travel restrictions come into place across Auckland. Only essential services may travel
Ace has adjusted its operations during this period and all locations in Auckland will remain closed
- No bookings can be picked up at this time.
- All existing bookings due to being picked up will be canceled and any funds paid will be held as a credit on file.
If you have any questions or concerns, please contact Customer Care on 0800 502 277
COVID-19 Alert Level 2 – Rest of New Zealand Travel Restrictions (Excluding Auckland)
Please be advised of the following changes to our operations in New Zealand excluding Auckland.
Travel restrictions come into place across New Zealand Excluding Auckland. Ace has adjusted its operations during this period to support the permitted travel
Travel is permitted in accordance with permitted travel detailed by the Ministry of Transport guidelines.
Details for Permitted travel can be found on the below links:
If you have any questions or concerns, please contact Customer Care on 0800 502 277
17 August 2021
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 4 - Nationwide Travel Restrictions
Please be advised of the following changes to our operations in New Zealand.
At 12 Midnight on Tuesday 17 August, New Zealand moved into Alert Level 4, all Ace Rental Car branches will be closed until further notice.
- No bookings can be picked up at this time.
- All existing bookings due to being picked up will be canceled and any funds paid will be held as a credit on file.
If you have any questions or concerns, please contact Customer Care on 0800 502 277
14 February 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 3 - Auckland Travel Restrictions
Please be advised of the following changes to our operations in New Zealand.
At 12 Midnight on Sunday 15 February the Auckland region will move to Alert Level 3
This will last for at least 3 days.
Travel restrictions come into place in Auckland only you may travel locally within your region in accordance to permitted travel detailed by the Ministry of Transport guidelines
Details for Permitted travel can be found on the below links:
Ace has adjusted its operations to during this period to support the permitted travel
NOTE: You will be required to sign a declaration that the rental vehicle will only be used in line with the Alert Level 3 Lockdown requirements (as those services/businesses have been set out by the Government).
COVID-19 Alert Level 2 - New Zealand Travel Restrictions (Excluding Auckland)
At 12 Midnight on Sunday 15 February New Zealand will move to Alert Level 2, This exclude Auckland which is at Level 3
This will last for at least 3 days.
Travel is allowed, and you are able to travel between regions that are at level 2 this is excluding Auckland that is at level 3.
However, in accordance with the Ministry of Transport and the Ministry of Health,
You should
- Avoid large groups of people,
- Practice physical distancing,
- Minimise the number of places you visit,
- Keep a record of where you go and the activities you do
Details for travel at Alert Level 2 can be found on the below links:
If you have any questions or concerns, please contact Customer Care on 0800 502 277
8 October 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 1 - All of New Zealand is at Alert Level 1
Travel is allowed, and you can travel between regions.
In accordance with the Ministry of Transport and the Ministry of Health:
- Practise good hygiene all the time – wash your hands regularly, sneeze or cough into your elbow
- Avoid travel if you’re unwell
- Keep a record of where you go and try to minimise the number of places you stop on the way to your destination
- Avoid travel to events which do not meet the requirements for gatherings.
Details for travel at Alert Level 1 can be found on the below links:
If you have any questions or concerns, please contact Customer Care on 0800 502 277.
22 September 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 2 - Auckland Travel Restrictions
Auckland will move to Alert Level 2 - with no extra restrictions.
At 11:59pm on Wednesday 23 September the Auckland region will move to Alert Level 2 with no extra restrictions.
Travel is allowed, and you can travel between regions.
In accordance with the Ministry of Transport and the Ministry of Health:
- You will need to wear a face covering when travelling into, from or through Auckland on public transport or aircraft
- Consider avoiding gatherings of more than 10 people, unless you’re going to a funeral or tangihanga
- Practice physical distancing
- Minimise the number of places you visit,
- Keep a record of where you go and the activities you do
Details for travel at Alert Level 2 can be found on the below links:
COVID-19 Alert Level 1 - New Zealand Travel Restrictions (Excluding Auckland)
New Zealand is at Alert level 1, Excluding Auckland which is at Alert level 2
Travel is allowed, and you can travel between regions.
In accordance with the Ministry of Transport and the Ministry of Health:
- Practise good hygiene all the time – wash your hands regularly, sneeze or cough into your elbow
- Avoid travel if you’re unwell
- Keep a record of where you go and try to minimise the number of places you stop on the way to your destination
- Avoid travel to events which do not meet the requirements for gatherings.
Details for travel at Alert Level 1 can be found on the below links:
If you have any questions or concerns, please contact Customer Care on 0800 502 277.
30 August 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 2 - New Zealand Travel Restrictions - Ace Rental Cars
Please be advised of the following changes to our operations in New Zealand.
The Auckland region is now currently at Alert Level 2 with the rest of New Zealand.
At 11:59pm on Sunday 30 August the Auckland region moved to Alert Level 2, this will remain in place until Sunday 6 September.
Travel is allowed, and you are able to travel between regions
However, in accordance with the Ministry of Transport and the Ministry of Health
Details for Permitted travel can be found on the below links:
You should
- Avoid large groups of people,
- Practice physical distancing,
- Minimise the number of places you visit,
- Keep a record of where you go and the activities you do
If you have any questions or concerns, please contact Customer Care on 0800 502 277.
COVID-19 Alert Level 2 - New Zealand Travel Restrictions (Excluding Auckland) - Ace Rental Cars
At 12 noon on Wednesday 12 August New Zealand will move to Alert Level 2,
This will remain in place until at least Sunday 6 September 2020.
Travel is allowed, and you are able to travel between regions
However, in accordance with the Ministry of Transport and the Ministry of Health,
You should
- Avoid large groups of people,
- Practice physical distancing,
- Minimise the number of places you visit,
- Keep a record of where you go and the activities you do
Details for travel at Alert Level 2 can be found on the below links:
If you have any questions or concerns, please contact Customer Care on 0800 502 277.
24 August 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 3 - Auckland Travel Restrictions - Ace Rental Cars
Please be advised of the following changes to our operations in New Zealand.
At 12 noon on Wednesday 12 August the Auckland region will move to Alert Level 3
This will remain in place until 11:59pm on Sunday 30 August.
Travel restrictions come into place in Auckland only you may travel locally within your region in accordance to permitted travel detailed by the Ministry of Transport guidelines
Details for Permitted travel can be found on the below links:
Hertz has adjusted its operations to during this period to support the permitted travel
You will be required to sign a declaration that the rental vehicle will only be used in line with the Alert Level 3 Lockdown requirements (as those services/businesses have been set out by the Government).
COVID-19 Alert Level 2 - New Zealand Travel Restrictions (Excluding Auckland) - Ace Rental Cars
At 12 noon on Wednesday 12 August New Zealand will move to Alert Level 2, This excludes Auckland which is at Level 3
This will remain in place until at least Sunday 6 September 2020.
Travel is allowed, and you are able to travel between regions excluding Auckland.
However, in accordance with the Ministry of Transport and the Ministry of Health,
You should
- Avoid large groups of people,
- Practice physical distancing,
- Minimise the number of places you visit,
- Keep a record of where you go and the activities you do
Details for travel at Alert Level 2 can be found on the below links:
If you have any questions or concerns, please contact Customer Care on 0800 502 277.
12 August 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 3 - Auckland Travel Restrictions - Ace Rental Cars
Please be advised of the following changes to our operations in New Zealand.
At 12 noon on Wednesday 12 August the Auckland region will move to Alert Level 3
This will last for at least 3 days.
Travel restrictions come into place in Auckland only you may travel locally within your region in accordance to permitted travel detailed by the Ministry of Transport guidelines
Details for Permitted travel can be found on the below links:
Hertz has adjusted its operations to during this period to support the permitted travel
You will be required to sign a declaration that the rental vehicle will only be used in line with the Alert Level 3 Lockdown requirements (as those services/businesses have been set out by the Government).
COVID-19 Alert Level 2 - New Zealand Travel Restrictions (Excluding Auckland) - Ace Rental Cars
At 12 noon on Wednesday 12 August New Zealand will move to Alert Level 2, This excludes Auckland which is at Level 3
This will last for at least 3 days.
Travel is allowed, and you are able to travel between regions excluding Auckland.
However, in accordance with the Ministry of Transport and the Ministry of Health,
You should
- Avoid large groups of people,
- Practice physical distancing,
- Minimise the number of places you visit,
- Keep a record of where you go and the activities you do
Details for travel at Alert Level 2 can be found on the below links:
If you have any questions or concerns, please contact Customer Care on 0800 502 277.
9 June 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 1 - No Restrictions on Domestic Travel
Effective 9 June 2020, New Zealand is now at Alert Level 1. All restrictions have been lifted, and you can travel freely around New Zealand.
However, in accordance with the Ministry of Transport and the Ministry of Health,
You should
- Don’t travel if you’re unwell
- Keep a record of your journey and interactions
- Regularly wash your hands, and sneeze or cough into your elbow
Details for travel at Alert Level 1 can be found on the below links:
14 May 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 2 - Domestic Travel is Permitted
As of 14 May 2020 New Zealand will move to Alert Level 2. During Alert Level 2 travel is permitted across New Zealand, in accordance with the Ministry of Transport.
Details for travel in Alert Level 2 can be found on the below links:
Please be advised of the following changes to our operations
28 April, 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 3 - Permitted Travel and Travel Restrictions
Please be advised of the following changes to our operations in New Zealand.
Ace Rental Cars are working with Hertz New Zealand to assist Ace customers during the COVID-19 Alert Level 3 in New Zealand.
As from 28 April 2020 New Zealand will move to Alert Level 3, Ace rental Cars has adjusted its operations to support those that are permitted to travel domestically or within your region during Alert Level 3.
During Alert Level 3 Travel is permitted within the region you are renting the vehicle, and under permitted uses in accordance to the Ministry of Transport
Details for Permitted travel can be found on the below links:
Please be advised of the following changes to our operations
Airport Shuttle Service
The safety and wellbeing of our customers and employees is always our top priority and we have suspended shuttle service while in Alert Level 3.
Please make your own way to our branches to collect your rental vehicle.
25 March 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
COVID-19 Alert Level 4 - Travel Restrictions
Ace Rental Cars are working with Hertz New Zealand to assist Ace customers during the COVID-19 Level 4 lockdown in New Zealand.
From 6 pm Wednesday 25th March 2020, all Ace Rental Car branches will be closed until 23rd April 2020.
- No bookings can be picked up at this time.
- All existing bookings due to be picked up will be cancelled and any funds paid will be held as a credit on file.
Please only contact us via email to discuss – [email protected]
23 March 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
Ace Rental Cars is committed to providing our customers with the highest level of service and wish to assure you that we are monitoring and responding to the Coronavirus (COVID-19) situation in Australia and New Zealand, and around the world.
Given the fast-evolving COVID-19 situation in Australia and New Zealand, we want to update you on the additional steps we are taking to keep our vehicles clean so you can be confident about your decision to choose Ace Rental Cars.
Ace Rental Cars has access to the most up-to-date and authoritative information on responding to COVID-19 and minimising the risk of infection to our employees and customers.
We are committed to high standards of safety and cleanliness. In addition to practicing preventative measures to reduce the spread of germs within our facilities, all our vehicles go through a rigorous, multi-step cleaning process for each rental. We are remaining vigilant in upholding these practices and are taking additional precautions as recommended by the United States Centres for Disease Control and Prevention, the World Health Organisation and the Australian and New Zealand Government to minimise the risk to our customers and employees.
We have detailed procedures in place to protect and care for our staff and to identify, isolate and clean any vehicle suspected of exposure to Covid-19.
These procedures apply worldwide, and you can be confident in the cleanliness and safety of a Ace Rental Cars vehicle wherever you rent it.
Similarly, we ask our customers to please heed and follow official advice on personal hygiene, measures to protect yourself, and what to do if you are concerned about exposure to the virus. Australian Government guidelines on these measures, and the latest updates on the virus, are available here
For Australia, please see here: https://www.health.gov.au/
For New Zealand, please see here: https://covid19.govt.nz/
Ace Rental Cars remains confident in the cleanliness of our vehicles and believe they provide a safe travel option in the current circumstances. We will continue to monitor the developing status of COVID-19 and will take all additional steps necessary to protect our customers and our employees.
We appreciate your continuing support and are happy to respond to any concerns or questions you have. Our customer care team remains open to answer your questions and they can be contacted via email. [email protected]
Existing Bookings
During this time, we recognize flexibility is more important than ever. Should your plans unexpectedly change, please email [email protected] and we can work though adjusting your existing reservations.
Prepaid bookings
Although there is a 10% early cancelation penalty fee, important updates have been made regarding pre-paid Ace Rental Cars bookings, due to the current situation. Customers with pre-paid rentals booked prior to March 13th can cancel their reservation for no fee and transfer their balance for use toward a future booking to be used within 24 months.
20 March 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
We are closely monitoring the COVID-19 situation and reacting accordingly, as the health and safety of our customers and employees is of the utmost importance.
We’d like to reassure you that at this time we’re following the current guidance from the leading government and health authorities to ensure we are taking the right actions to protect our customers, employees, and the communities where we operate.
We recognize flexibility is more important than ever. Should your plans unexpectedly change, please email [email protected] and we can work though adjusting your existing reservations.
Please also know that we continue to maintain our high standards for safety and cleanliness. In addition to practicing preventative measures to reduce the spread of germs within our facilities, all of our vehicles go through a rigorous, multi-step cleaning process for each rental. We remain vigilant in upholding these practices and will take additional precautions as recommended by the Centers for Disease Control & Prevention (CDC), World Health Organization (WHO) and the New Zealand Government.
We continue to monitor this evolving situation and will keep you informed of future updates.
Thank you for your continued loyalty.
Sincerely,
The Ace Team
Coronavirus Q&A
Are Ace Rental Cars offering any concessions or waiving any fees for customers whose travel plans have changed due to concerns over the coronavirus?
During this time, we recognize that travellers may prefer renting a car because of the high degree of convenience and flexibility it offers.
What about prepaid reservations?
if the prepaid reservation was booked prior to March 13, 2020, we are offering flexibility to extend the pre-paid rental out to a fixed date. The customer must rebook within 12 months, and then will have an additional 12 months to pick up – this offers a total of 24 months to use the prepaid reservation without penalty.
Customers who wish to proceed with cancelling the prepaid reservation will incur the applicable fee.
What happens if a customer self-isolates or is quarantined and cannot return the car?
If this happens, the customer should contact us and avoid contact with the car and the car keys for 12 hours. We will ask the customer to place the keys in a sealed envelope and we will arrange to pick up the vehicle from the customer’s address after this time.
What happens if a customer finds themselves in a confinement area and cannot return the car?
The customer should avoid contact with the car and the car keys and contact us. We will arrange for the car to be picked up once the confinement has been lifted, or the customer can choose to return the vehicle to us at that stage.
What happens if you need to close a building or rental location?
We have robust business contingency plans in place to protect our business, customers and colleagues in the event of a location closure, including working from home or redistributing work to other locations. We will contact customers with information if any of these possibilities affect their rental.
Are you cleaning your cars any differently? Have any of our operational protocols changed?
We have a high standard for cleanliness and safety and are committed to upholding those standards with our rigorous, multi-step vehicle-cleaning process. Enhanced cleaning protocols have been put in place as a result of COVID-19. These protocols apply to our cars, customer areas and buses, and are based on current local health and government guidelines.
Additionally, we are advising our employees to take simple hygiene steps to help prevent the spread of the virus, including regular hand washing and the use of alcohol-based hand sanitizer, which we are providing at our locations
We are also recommending that employees avoid handshakes or making any other welcoming gestures that require personal touch, and like always, they should not come to work if they feel unwell. They should stay at home and contact their local health provider. This is also the advice if they have recently been to a high-risk area or have been in contact with someone who has.
19 March 2020
Coronavirus (COVID-19) Update for Ace Rental Cars Customers
The safety and wellbeing of our customers and employees is always our top priority.
We are closely monitoring the spread of the Coronavirus (COVID-19) and following the advice of government and health authorities to make sure we are taking the right actions to protect our customers, employees and the communities where we operate.
It is our mission to maintain the high standards for safety and cleanliness that customers expect. In addition to practicing preventative measures to reduce the spread of germs within our facilities, all our vehicles go through a rigorous, multi-step cleaning process for each rental.
We remain vigilant in upholding these practices and will take additional precautions as recommended by the Centres for Disease Control & Prevention (CDC), World Health Organization (WHO), and local Australian and New Zealand governments to minimize the risk to our customers and employees.