Settlement Agreement Under the Americans with Disabilities Act of 1990 Between the United States of America and Avis, Inc., for Complaint X I. Background 1. This action was initiated by a complaint filed with the United States Department of Justice ("the Department") against Avis, Inc. ("Avis"). The complaint was investigated by the Department under the authority granted by section 308 (b) of the Americans with Disabilities Act of 1990 ("ADA"), 42 U.S.C. S 12188. The complainant alleged that Avis violated the ADA because it failed to provide renters hand controls for the full range of vehicles that are available to the general public. 2. Avis has cooperated fully in the government's investigation and has demonstrated its strong commitment to provide its services to persons with disabilities without discrimination. The parties have agreed that this matter can be resolved without resort to litigation. 3. The parties to this settlement agreement ("Agreement") are the United States of America and Avis, Inc. II. Title III Coverage 4. Avis is a public accommodation as defined in section 301(7)(e) of the ADA, 42 U.S.C. S 12181, and its implementing _______________________ * This action originally included two additional complaints. Complaint X alleged that Avis would not substitute verifiable disability-related sources of income for verifiable employment in its cash qualification procedure, thus preventing persons from renting vehicles with Avis who, due to a disability, were unemployed and could not qualify for credit cards. The investigation of complaint was closed upon submission to the Department of a revised Avis form for cash qualification. On this form, persons with disabilities may identify one of the following sources of income in lieu of providing employment information: SSI (Supplemental Security Income); SSDI (Supplemental Security Disability Income); Veteran's Administration Disability Benefits; or Employer's Disability Benefits. Complaint alleged that Avis would not permit the renter of the vehicle and the driver of the vehicle to be different individuals, thus preventing persons from renting vehicles with Avis who, due to a disability, did not possess a valid driver's license. The investigation of complaint has been closed upon submission to the Department of Avis Form F190, the "Non-Licensed Renter Form." On this form, a person who does not possess a driver's license due to a disability may rent a vehicle if such person (i) has proven personal and financial responsibility in accordance with Avis qualification procedures (the "renter"), (ii) appears at the time of the rental with an individual possessing a valid driver's license(the "driver") and (iii) the driver will be the sole operator of the vehicle. The authorized driver also shall be exempt from any local additional driver requirement. 01-06417 -2- regulation, 28 C.F.R. S 36.104. In part, the ADA requires public accommodations to remove barriers to access for persons with disabilities where it is readily achievable for them to do so, 42 U.S.C. S 12182 (b)(2)(A)(iv) and 28 C.F.R. S 36.304; and to make reasonable modifications to its policies and practices as necessary to afford its goods and services to persons with disabilities, as long as doing so does not alter the nature of its goods and services, 42 U.S.C. S 12182 (b)(2)(A)(ii) and 28 C.F.R. S 36.302. III. Actions to be taken by Avis 5. In order to make vehicle rental accessible to persons with disabilities, Avis agrees to do the following within thirty (30) days of date of this Agreement: 6. Upon request, Avis shall use its best efforts to provide a vehicle equipped with hand controls to any renter who has a disability and who is otherwise qualified to rent a vehicle from Avis. Appendix A summarizes current Avis policies with respect to (i) categories of vehicles equipped with hand controls, (ii) general notice requirements for making available vehicles equipped with hand controls, and (iii) specific notice requirements for making available vehicles equipped with hand controls at certain high volume locations and is hereby incorporated as part of this Agreement. 7. Upon request for a vehicle of specific size with a specific number of doors that is equipped with hand controls, Avis will use its best efforts to satisfy this request. In the event that a renter requests hand controls to be installed in a particular size of car and no such car is available, the renter will be upgraded at no charge to the next available size vehicle. 8. Avis will not impose any charge for providing or installing hand controls in its rental vehicles. 9. Avis will train an adequate number of mechanics or other employees in the proper installation of vehicle hand controls, and at least one such employee will be trained at any location at which a mechanic is employed. Likewise, similar instruction -3- 01-06418 will be incorporated as part of the formal training undertaken by newly-hired mechanics and other appropriate employees. 10. When no person trained in the proper installation of hand controls is available at a particular location, Avis shall make appropriate alternative arrangements for the installation of hand controls at that location, and shall use its best efforts to satisfy the customer's request. 11. Avis shall inform all employees who have contact with the public of the availability of hand controls, notice requirements, and all other policies regarding reservations of vehicles equipped with hand controls as set forth in this Agreement. IV. General Provisions 12. All prospective renters, upon request, shall be advised of Avis's rental policies as described in paragraph 6-11. 13. Avis shall notify all current Licensees of the rental policies described in paragraphs 6-11, and shall urge current Licensees to adopt such policies. 14. Avis shall require all Licensees entering into a new contract or renewing an existing contract on or after the effective date of this Agreement to adopt the changes in rental policies described above in paragraphs 6-11. Avis shall further require all such Licensees to adopt notice requirements consistent with those set forth in Appendix A. 15. Except as specifically provided in paragraphs 13 and 14 of this Agreement, nothing herein shall be construed to impose upon Avis any additional duties, obligations, or liabilities with respect to any act or practice, or any alleged act or practice, of discrimination by any of its Licensees beyond those which otherwise might be applicable under Federal, State or local law. V. Implementation 16. Under section 308(b)(1)(B) of the ADA, 42 U.S.C. S 12188 (b)(1)(B), the Attorney General is authorized to bring a -4- 01-06419 civil action under title III in any situation where a pattern or practice of discrimination is believed to exist or where a matter of general public importance is raised. In consideration of this Agreement as set forth above, the Attorney General agrees to refrain from undertaking further investigation or from filing civil suit under title III in this matter. 17. The Department may review compliance with this Agreement at any time. If the Department believes that this Agreement or provision thereof has been violated, it may institute a civil action in the federal district court for the District of Columbia, or any other appropriate federal district court, following written notice to Avis of the possible violation and a period of ten (10) days in which Avis has the opportunity to cure the alleged violation. The Attorney General is authorized to seek civil penalties pursuant to 42 U.S.C. S 12188 (b)(2)(C). 18. A violation of this Agreement shall be deemed a subsequent violation of the ADA. 42 U.S.C. S 12188 (b)(3) and 28 C.F.R. S 36.504(b). 19. This Agreement is a public document. A copy of this Agreement or any information contained herein may be made available to any person. Avis or the Department shall provide a copy of this Agreement to any person upon request. 20. This Agreement shall become effective as of the date of the last signature below. The Agreement shall be binding on Avis and its successors in interest. The owners and operators of Avis have a duty to so notify all such successors in interest. 21. The Agreement constitutes the entire agreement between the parties on the matters raised herein, and no other statement, promise, or agreement, either written or oral, made by either party or agents of either party, that is not contained in this written Agreement shall be enforceable. This Agreement is limited to the facts as set forth in paragraphs 1 through 4, and it does not purport to remedy any other potential violations of the ADA or any other federal law. This Agreement does not affect Avis' continuing responsibility to comply with all aspects of the ADA. -5- 01-06420 22. A signatory to this Agreement is a representative capacity for a partnership, corporation, or other such entity represents that he or she is authorized to bind such partnership, corporation, or other entity to this Agreement. For the United States: Deval L. Patrick Assistant Attorney General for Civil Rights By: ___________________________ (Signature) Date: Sept 1, 1994 (Hand-written) John L. Wodatch Joan A. Magagna Mary Lou Mobley Public Access Section Civil Rights Division U.S. Department of Justice P.O. Box 66738 Washington, D.C. 20035-6738 (202) 307-0663 For Avis, Inc.: By: ___________________________ (Signature) Date: 8/26/94 (Hand-written) John J. Lynch Vice President Avis, Inc. 900 Old Country Road Garden City, New York 11530 (516) 222-3790 01-06421 APPENDIX A 1. Hand controls will be provided for the following categories of vehicles. Vehicle groups: a. Z (two-door compact) b. B (four-door compact) c. D (two-door full size) d. E (four-door full size), and e. H (luxury). 2. For Avis at all locations, Avis adopts the following notice provisions: a. Avis will not require more than twenty-four (24) hours advance notice for reservations of vehicles equipped with hand controls for rental locations open until 11:00 p.m., seven days a week, as well as those with longer hours. b. Avis will not require more than forty-eight (48) hours advance notice for reservations of vehicles equipped with hand controls for all other rental locations. 3. Notwithstanding paragraph 2, for the Avis locations listed below, Avis will not require more than eight (8) hours advance notice for reservations of vehicles with hand controls, provided that the request is received between 8:00 a.m. and 2:00 p.m., Monday through Friday: a. JFK Airport b. LGA Airport c. Newark International Airport d. Boston Logan Airport e. Washington National Airport f. Dulles International Airport g. Baltimore/Washington International Airport h. Atlanta Hartsfield Airport i. San Francisco International Airport j. San Jose International Airport k. Seattle-Tacoma International Airport l. Phoenix Sky Harbor Airport m. Orlando International Airport 01-06422 n. Tampa International Airport o. Miami International Airport p. Palm Beach International Airport q. O'Hare International Airport r. Detroit Metro Airport s. Houston Intercontinential Airport t. Stapleton International Airport 4. The notice requirements described in paragraphs 2 and 3 are subject to the availability of an Avis mechanic or other qualified employee who has been trained in the installation of hand controls. 5. Avis will use its best efforts to satisfy a request for a vehicle with hand controls which is received with less notice than is set forth in paragraphs 2 and 3. -2- 01-06423 Department of Justice ______________________________________________________________________________ FOR IMMEDIATE RELEASE CR THURSDAY, SEPTEMBER 1, 1994 (202) 616-2765 TDD (202)514-1888 JUSTICE DEPARTMENT SETTLEMENT UNDER AMERICANS WITH DISABILITIES ACT GIVES PERSONS WITH DISABILITIES CHANCE TO RENT CARS WASHINGTON, D.C. -- The nation's second largest rental car company will begin making cars with hand controls available nationwide for persons with disabilities under an agreement announced today by Attorney General Janet Reno. Avis, Inc. became the subject of a Justice Department investigation in 1992 after complaints were made that it was violating the Americans with Disabilities Act by not making its service accessible to drivers with disabilities. Currently the Department is investigating about 10 other rental car companies, and is attempting to reach agreements with them, as well. "This agreement comes on the eve of a holiday weekend when many Americans take to the road to vacation with family and friends," stated Reno. "The ADA has made it possible for people with disabilities to not only gain access to basic necessities of life, but also to enjoy the travel and leisure opportunities that others take for granted." (MORE) 01-06424 - 2 - As a result of Justice Department enforcement of the ADA hundreds of businesses have made their services accessible -- including hotels, restaurants, zoos and other tourist attractions. Under today's settlement, Avis will provide vehicles equipped with hand controls at no extra charge at all corporately-owned locations and urge its licensees to do the same. The hand controls, to be provided within less than eight hours' notice in some cases, will enable persons with disabilities to drive the vehicles. Title III of the ADA prohibits discrimination against persons with disabilities by public accommodations, such as rental car companies. It requires businesses to remove barriers to access where it is readily achievable, or can be accomplished without much difficulty or expense. ADA regulations specifically identify the installation of vehicle hand controls as an example of a readily achievable barrier removal. "As a result of ADA enforcement, we are bringing down the barriers to travel that have affected the way people with disabilities work and how they spend their leisure time," said Assistant Attorney General for Civil Rights Deval L. Patrick. Avis also has agreed to: * permit those who do not drive -- such as persons with visual impairments or seizure disorders -- to be the financially responsible party under the rental agreement; and, * allow persons who are unemployed due to a disability, and who do not have credit cards, to rent cars on a cash basis. (MORE) 01-06425 - 3 - Previously, customers had to show proof of employment, but now, persons with disabilities may alternatively provide information about disability-related income instead. Avis fully cooperated with the investigation, entered into negotiations promptly after learning of its alleged violations, and implemented many of the new procedures long before the parties agreed on the terms of the settlement. The Justice Department has reached nearly 300 settlements under the ADA. Those settlements have increased accessibility at hotels, zoos, amusements parks, health spas, bowling centers, stadiums, and movie theaters. Examples of these settlements include: * Hotel Inter-Continental, New York City - site of major league baseball negotiations -- installed ramps, added listening devices and removed barriers to the entrance, restaurant, guest rooms, elevators, and conference rooms; * Quality Inn, Washington, D.C. - allowed wheelchairs in the hotel and agreed to provide ADA training to all employees; * Anthony's Pier 4, Boston - remodeling front of the facility, adding a wheelchair lift, installing a visual alarm system, and providing accessible parking and restrooms; * Sardi's Restaurant, New York City - remodeled its restroom to provide accessibility; * The Empire State Building - removing barriers to observation decks, ticket counters, elevators, public restrooms and telephones, and drinking fountains; * The Henry Doorly Zoo, Omaha, Nebraska - providing auxiliary aids and services and has removed architectural barriers to the zoo, indoor rain forest, and restaurant. The Attorney General is committed to reaching out to companies to urge voluntary compliance. The Justice Department (MORE) 01-06426 - 4 - will be sending public service announcements to radio and television stations across the country to educate Americans about the law and advertise the Department's toll-free ADA information hotline. The number is 800-514-0301 (voice) or 800-514-0383 (TDD). # # # 94-500 01-06427 734 Walt Whitman Road Melville, NY 11747 - Suite 204 (515) 421-1800 Fax (516) 1872 Producers East AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE Revised Draft (6) February 8, 1996 01-06428 PAGE 1 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 1. Using an opening shot of As an employee owner at Avis, you the AVIS logo. scroll stock footage from past know our company's commitment to Avis videos providing full and equal service to each of our customers, regardless of any disability or impairment. Examples of shots include: (USE WHEELER VAN B-ROLL FOOTAGE) -- Medium shot of Avis agent handing reservation form to woman in wheelchair and her dog (TO BE SHOT AT JFK) -- Medium shot of Avis mechanic testing ramp on Wheelers van (TO BE SHOT AT WHQ) -- Closeup of Avis rental agent on phone (USE WHEELER VAN B-ROLL FOOTAGE) -- Medium shot of customer driving away vehicle 2. Cut to: That's why, in our support of (TO BE SHOT AT WHQ) Superimposed "Americans the Americans With With Disabilities Act" document Disabilities Act of 1990... 01-06429 PAGE 2 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO Dissolve to: (TO BE SHOT AT WHQ) 3. Establishing shot of Avis ...we developed guidelines Headquarters in Westbury for you -- as employees -- to Cut to: follow when a disabled (TO BE SHOT AT WHQ) Full shot of Avis personnel person reserves an Avis discussing the development of these guidelines vehicle at your station. (NOTE: Cutaway shots of people at meeting should be included in sequence) Cut to: (USE WHEELERS VAN B-ROLL FOOTAGE) 4. Medium shot (taken from This video will be divided into three point of view at the side end of the Avis rental segments: counter) of disabled male renter in wheelchair 1.) Non-licensed renters speaking with Avis agent 2.) Wheelers Vans, and 3.) Hand Controls Cut to: (USE KROEPKE VIDEO FOOTAGE) Medium shot of hand control device being installed 01-06430 PAGE 3 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO Cut to: 5.Cut to: In each case, you -- as an (USE WHEELERS VAN B-ROLL FOOTAGE) Closeup of Avis Avis employee owner -- must make Agent speaking with the disabled male renter every effort possible to meet the in wheelchair specific requests of our customers... Cut to: (USE WHEELERS VAN B-ROLL FOOTAGE) Medium shot of Disabled Renter acknowledging agent 6. Cut to: ...and provide them (USE WHEELERS VAN B-ROLL FOOTAGE) with prompt and courteous Full shot of agent and disabled person in wheelchair service. Dissolve to: (USE STOCK FOOTAGE OF WORLDWIDE RESERVATION CTR) 7. Establishing shot of Worldwide Avis has a Special Services Department Reservation Center. to which all reservation requests from disabled persons are forwarded for processing. 01-06431 PAGE 4 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 8. Cut to: These reservations are accepted (TO BE SHOT AT WHQ) Shots of Avis agents at phones handling and confirmed 24 hours a day reservations by Avis agents at our Worldwide Reservation Center. (TO BE SHOT AT WHQ) 9. Medium shot of sight In the first segment, we will first impaired person walking with companion to Avis discuss the procedures for renting a vehicle to a non-licensed disabled NOTE CAMERA FOLLOWS THE TWO person with an authorized driver. PEOPLE ENTERING LEFT AND PANS UNTIL THEY MEET THE AVIS AGENT 10. Cut to: You will process the request using (TO BE SHOT AT WHQ) Agent preparing F-190 form Avis's Non-licensed rental form.F-190 (TO BE SHOT AT WHQ) 11. Cut to: Over the shoulder shot This form allows a disabled of form as it is being reviewed by the disabled renter and person -- who has proven personal and companion (NOTE: SHOT MUST HAVE financial responsibility in accordance THE "F-190" DESIGNATION OR "NOT LICENSED DRIVER" with Avis qualification procedures -- DESIGNATION INCLUDED ON-SCREEN) to rent an Avis vehicle, even though they do not possess a driver's license. The disabled person will be the actual renter. 01-06432 PAGE 5 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO (TO BE SHOT AT WHQ) 12. Closeup of the agent But, the form designates the renter's explaining the form to renter and authorized companion as the sole operator for the driver duration of the rental... (TO BE SHOT AT WHQ) 13. Medium shot (side angle) ...as long as the operator of renter and authorized driver nodding heads possesses a valid driver's license. indicating they understand the terms of the agreement 14. The disabled person and companion (TO BE SHOT AT WHQ) should be provided with the usual Cut to: information regarding the rental rate Closeup of agent further instructing renter and authorized driver and optional coverage. (TO BE SHOT AT WHQ) 15. Cut to: After they understand the terms Medium shot of renter of the agreement, you will instruct and authorized driver receiving F-190 form the renter to fill out the rental document and form. If the renter is visually impaired either you or the renter's companion can fill out the rental form. 01-06433 PAGE 6 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO (TO BE SHOT AT WHQ) 16. Closeup of agent, Even though there is an additional renter and authorized driver driver, do not include additional driver charges to the document. In this situation, the rental is exempt from any additional driver charges. Cut to: (TO BE SHOT AT WHQ) 17. Medium shot of Do not question the validity driver and renter reviewing form of the renter's disability. 18. Cut to: The authorized driver must fill out the (TO BE SHOT AT WHQ) Over the shoulder shot of authorized form which includes: driver filling out form * The person's name and address Make quick cuts to each area of form as it is mentioned in narration * Employer's name, and * Business and Home phone numbers. 19. Cut to: You -- as an Avis rental sales agent-- (TO BE SHOT AT WHQ) Medium shot of driver handing form will fill out: back to agent * the Rental Agreement Number Cut to: * the Date of Rental Agent filling out specific parts of form as mentioned in narration * the Authorized Driver's License Number * the State where the license was issued, and its expiration date. 01-06434 PAGE 7 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 20. You will then have the rental (TO BE SHOT AT WHQ) customer print and sign his or her Cut to: name in the appropriate area, and Closeup of renter signing form and handing it back to agent date the signature. 21. By signing this document, it (TO BE SHOT AT WHQ) certifies that: Cut to: * the renter does not possess a valid Closeup of renter signing form while graphic lists conditions driver's license and is unable to on screen as mentioned in narration operate a car due to disability... * the renter will not drive the car. * the authorized driver will be the sole driver, and * the renter will be financially responsible to pay the rental charges. Cut to: Next, have the authorized driver sign (TO BE SHOT AT WHQ) Medium shot of Rental Agent in the appropriate area. Finally, the signing document rental sales agent signs in the appropriate space and dates the document 01-06435 PAGE 8 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO (TO BE SHOT AT WHQ) 22. Show sequence that Afterwards, you will attach the first includes: copy of the form to the original copy -- Medium shot of agent separating form of the rental document and keep it in -- Closeup of agent's hands the station file. stapling form to rental agreement 23. Cut to: (TO BE SHOT AT WHQ) Medium shot of Next, you will attach copy 2 of the form agent behind the counter as they complete paperwork to the Headquarters copy of the rental document. 24. Cut to: You will then attach copies 3 and 4 to (TO BE SHOT AT WHQ) Full shot of agent handing copies back the customer-carried copies of the to renter. document. 25. (TO BE SHOT AT JFK) In the second segment, we will Cut to: discuss the procedures for renting Medium shot of driver bringing Wheelers a vehicle to a disabled person who Van up to Avis location needs a Wheelers Van. 26. You will see the procedures where Cut to: the disabled person is going to drive Closeup of Avis technician getting out of Wheelers van, closing door, and the Wheelers Van and where the entering office disabled person is going to be a passenger. 01-06436 PAGE 9 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO Cut to: 27. We work together with Wheelers to (USE FOOTAGE PROVIDED BY WHEELERS, IF AVAILABLE) give our renters the opportunity to Establishing shot of Wheelers Headquarters travel freely and independently 28. Cut to: When a customer calls our (TO BE SHOT AT WHQ) Worldwide Reservation Center Closeup of bank of telephones blinking to request a Wheelers van... Cut to: 29. ...our agent will transfer the caller (USE FOOTAGE PROVIDED BY WHEELERS, IF AVAILABLE) directly to a Wheelers representative. Medium shot of Wheelers agent picking up phone (USE FOOTAGE PROVIDED BY WHEELERS, IF AVAILABLE) 30. Cut to: Wheelers will then notify the Closeup of Wheelers Avis location of the reservation Agent finishing call through a daily manifest, sent every Cut to: morning to those locations with Wheelers reservations. 31. (TO BE SHOT AT WHQ) The manifest will include information Medium shot of Wheelers Agent sending Wheelers manifest over fax which will direct you as to how the van should be equipped for the customer. 01-06437 PAGE 10 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 32. (USE EXISTING WHEELERS B-ROLL FOOTAGE) The Avis technician will then Medium shot of Avis technician pulling out seat to modify van modify the van to meet the specific requirements of the renter. 33. Cut to: It is the City District Manager's (TO BE SHOT AT JFK) responsibility to inform Full shot of Avis Manager on Duty. managers on duty that Cut to: a renter will pick up a Wheelers van Medium shot of Avis District City Manager walking into area during their shift. 34. Cut to: The manager on duty must also make (TO BE SHOT AT JFK) the Dispatch Manager aware of the Individual closeups of District Manager and Manager discussing reservation. situation. 35. Cut to: At the Avis location scheduled (TO BE SHOT AT JFK) Full shot of District Manager to provide the van. leaving with Manager holding paperwork 01-06438 PAGE 11 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 36. Cut to: ...you -- as an Avis site (TO BE SHOT AT JFK) manager -- must transfer the Montage of scenes showing: -- Manager preparing rental agreement customer's information onto a -- Leaving rental agreement with note to inform Avis agents on duty Wheelers rental agreement, attach a Wheelers rental jacket, and then store it in a place where your employees on duty will have Dissolve to: access to the information. 37. (TO BE SHOT AT WHQ) Once the rental customer Full shot of renter in wheelchair and her companion arriving to the Reservation Desk arrives, Avis employees will verify Cut to: credit information and take an imprint Over the shoulder shot of agent of the charge card, as well as being handed license from customer make sure the renter has a valid driver's license, or is accompanied by a licensed driver. 38. Cut to: From there -- you, as the rental sales (TO BE SHOT AT WHQ) Sequence where Avis agent agent, will complete the rental employee fills out information on form document by filling in all the open Shots include: information on the form. -- Medium shot of agent smiling as she hands back license & charge card -- Closeup of renter taking license & charge card back 01-06439 PAGE 12 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO -- Agent begins to fill out form 39. (TO BE SHOT AT WHQ) That includes: Continue shot of agent filling out form * The 4 digit Avis station code and Add graphic on screen that indicates: Avis employee ID number... list of information as mentioned in narration * The customer and driver's name, driver's license number, state of issuance, date of birth, and driver's license expiration date... * Obtaining an imprint of the customer's charge card... * Vehicle information, such as Vin number, color, and license plate number... * Actual date and time out... * Vehicle fuel level... * Vehicle fuel mileage, and * Any notes regarding body damage of the van, using the diagram on the document to indicate the areas on the van that have damage. 01-06440 PAGE 13 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 40. Cut to: Please note that even though the (TO BE SHOT AT WHQ) rental document has been Medium shot of agent placing down clipboard and form completed, do not have the customer sign it at this time. Cut to: (TO BE SHOT AT WHQ) 41. Cut to: Instead, you will direct the renter to Medium shot of Avis agent speaking to the location of the Wheelers van and renter and her companion how to use the vehicle. 42. Cut to: Remember: the manager on duty must (TO BE SHOT AT WHQ) Full shot of renter, companion, and make sure that the customers understand agent leaving station to go to the van how to use the vehicle -- and Cut to: (TO BE SHOT AT JFK) its tie-down system even Full shot of renter and agent arriving at van outside office if they have rented a Wheelers van in the past. 43. Cut to: After checking to see all (TO BE SHOT AT JFK) Medium shot of agent necessary equipment is working opening passenger door to enter vehicle properly... Cut to: (TO BE SHOT AT JFK) 44. Closeup of agent maneuvering ... you will review all mirror to show list of Wheeler van features to renter vehicle operation items listed 01-06441 PAGE 14 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO Cut to: on the sign displayed on the rear Closeup of renter nodding view mirror. 45. Cut to: You will explain the (TO BE SHOT AT JFK) Full shot of Agent leaving Wheelers Van's Automatic van to prepare to demonstrate the van's Ramp system Tuck Away Ramp for getting Cut to: into and out of the vehicle... (TO BE SHOT AT JFK) 46. Medium shot of agent directing ...show the location renter to open side door of van of the ramp switch, which is found behind the passenger front seat... Cut to: (TO BE SHOT AT JFK) 47. Extreme closeup of agent's ...and demonstrate how to deploy the hand as the agent points out location of the switch behind passenger seat ramp by pushing the switch in the "RAMP OUT" direction. 48. Cut to: That way, the ramp will then move (TO BE SHOT AT JFK) Medium shot of ramp coming out outward for renters to get of van to reach curb into and out of the van. 49. Cut to: In the event of an electrical failure, (TO BE SHOT AT JFK) Closeup shot of agent showing manual the ramp has a manual by-pass. 01-06442 PAGE 15 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 50. Cut to: So, you will instruct the renter to (TO BE SHOT AT JFK) Medium shot of agent moving to pull a bar which can slide area of van where manual by pass is located the ramp in or out depending Cut to: on need. Closeup of Agent opening by-pass console, and using bar to control ramp Cut to: Ramp moving back into the van 51. Cut to: Each Wheelers van comes Cutaway graphic which shows with a swivel drivers seat the inside of a Wheelers' van (NOTE: ANIMATION WILL for renters to re-position DEMONSTRATE A WHEELCHAIR BOUND PERSON MANEUVERING themselves. FROM WHEELCHAIR TO THE SWIVEL DRIVER'S SEAT) 52. Dissolve to: Renters must be able to (TO BE SHOT AT JFK) Medium shot of renter entering van transfer to the driver's seat if they using the ramp intend on driving the vehicle. They are not permitted to drive from their wheel- chair. Cut to: (TO BE SHOT AT JFK) 01-06443 PAGE 16 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 53. Medium shot of agent Renters and their companions are to be explaining system to renter and companion instructed on how to secure the (In the next sequence of shots, wheelchair using the tie down both the renter and companion will be seen looking on as the agent system when the disabled renter is not explains the system) the driver. 54. Cut to: At Avis, we use the manual 4-point tie (TO BE SHOT AT JFK) down system -- the only universal Closeup of agent opening system that gives the flexibility glove box to safely secure every passenger Cut to: (TO BE SHOT AT JFK) and wheelchair. Agent's hand reaching in and pulling out tie-down instructions 55. Cut to: In every Wheelers van, renters will (TO BE SHOT AT JFK) Medium shot of agent showing find instructions on the 4-point instructions to renter and companion System in the van's glove box. 56. Cut to: However, Avis agents must first (TO BE SHOT AT JFK) Full shot of agent demonstrate to the renter how picking up strap to secure renter in driver's seat to secure the wheelchair in the van. Cut to: (TO BE SHOT AT JFK) 57. Closeup of agent The first part of the tie reaching for the "pulls," while companion and renter look on downs used are called "Pulls." 01-06444 PAGE 17 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 58. Cut to: At the end of the "Pull," you will (TO BE SHOT AT JFK) Extreme closeup of also see a long bar with a toggle switch. agent's hands reaching for the toggle bar This portion secures to the metal track Cut to: which you will find enlayed into the floor. 59. Cutaway of agent's face The end of the bar goes into (TO BE SHOT AT JFK) Cut to: the track that lays into the floor. Over the shoulder shot of agent securing bar into the floor track Cut to: (TO BE SHOT AT JFK) 60. Next, attach the toggle bar Closeup of agent's hands positioning the bar outside into the floor panel, which is located the front of the customer's wheelchair wheels just to the outside of each front wheel. Cut to: (TO BE SHOT AT JFK) 61. Cutaway shot of agent Give it a little tug to be tugging on pulls to make sure they are secured sure the pull has snapped into place securely. 62. Cut to: Then, lengthen the strap to (TO BE SHOT AT JFK) Extreme closeup of agent secure it around the shifting strap to secure around wheelchair frame of the wheelchair... 01-06445 PAGE 18 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO Cut to: (TO BE SHOT AT JFK) Closeup of renter in wheelchair and companion looking over to see how agent is doing 63. Cut to: ...depressing the clamps button (TO BE SHOT AT JFK) Extreme closeup of agent showing renter so you can slide the strap and companion how to clamp button and slide strap through clamp through the clamp. 64. Cut to: Next, secure the strap around (TO BE SHOT AT JFK) Medium shot of agent and companion or the frame of the chair by renter lifting straps around wheelchair while renter is in chair wrapping it around the frame portion of the wheelchair. 65. Cut to: During this set-up, you must (TO BE SHOT AT JFK) Closeup of straps being put remember not to place the around chair strap around any portion of the wheelchair's wheels. (TO BE SHOT AT JFK) 66. Medium shot of agent Then, place the hook through placing hook through D-ring the D-ring and pull the strap tight. 67. Cut to: As part of the tie-down (TO BE SHOT AT JFK) system, you will find two ratchets Medium shot of agent picking up ratchet for demonstration or cam-overs in the Wheelers van. 01-06446 PAGE 19 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 68. Cut to: If the ratchets are used, place the (TO BE SHOT AT JFK) Closeup of ratchet being ratchet so the side with the handle used to tighten straps is on top. Cut to: (TO BE SHOT AT JFK) 69. Medium closeup of agent Pull up on the release lever explaining technique to companion and renter and unfold the ratchet so it is flat. 70. Cut to: Then secure the hook and D- (TO BE SHOT AT JFK) ring together around a frame Full shot of hooking straps onto wheelchair portion of the chair. 71. Cut to: Pull the end of the strap so (TO BE SHOT AT JFK) Closeup of strap being pulled that the slack is cut between the ratchet and the chair. 72. Cut to: Pull up on the release lever (TO BE SHOT AT JFK) Medium shot of renter being tightly and start to ratchet the chair secured in her wheelchair snug. 73. (TO BE SHOT AT JFK) Don't forget to pull all the Continue shot of renter slack out or it will bound up Cut to: and not be tied down Full shot of renter, companion, and completely. agent during the system demo 01-06447 PAGE 20 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 74. Cut to: If cam-overs are used, secure the (TO BE SHOT AT JFK) toggle bar into the metal tank. Closeup of agent maneuvering toggle bar Secure the hook and "D" ring around the frame of the chair. Cut to: 75. (TO BE SHOT AT JFK) Medium shot of agent following Pull up on top of the cam-over and instructions as described in narration release the strap. Pull the slack from between the floor mount and the wheelchair. Pull until it is tight. Flip the cam-over back over until it slips into place. 76. The wheelchair should (TO BE SHOT AT JFK) Cut to: now be completely secured. Closeup of wheelchair secured by system 77. Cut to: When you're finished demonstrating (TO BE SHOT AT JFK) Medium shot of renter and/or companion one side, undo the tie downs and setting up other side of straps give the renter and companion the opportunity to secure both sides. 01-06448 PAGE 21 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 78. (TO BE SHOT AT JFK) To release the system. Cut to: pull up on the release level, and Closeup of agent's hand pulling on flatten out the ratchet so the release lever strap will move through smoothly. 79. Cut to: Disconnect the lap belt or the seat (TO BE SHOT AT JFK) belt -- whichever was used -- and then Closeup of renter release the "Pulls" by simply unlocking the wheelchair brakes and moving forward. Cut to: Closeup of Wheelchair wheels moving forward 80. Cut to: After reviewing the instructions (TO BE SHOT AT JFK) Establishing shot of renter and with the renter and the renter's agent outside van companion, have the customer sign on the rental document. 81. (TO BE SHOT AT WHQ) Closeup of agent handing form to The customer receives copy 4 customer for her signature of the rental document, while Avis keeps copies 1 and 2. 82. Cut to: Also be aware that the (TO BE SHOT AT WHQ) -- Medium shot of renter receiving renter must read and sign the form disclaimer on the back of the rental jacket. 01-06449 PAGE 22 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 83. The disclaimer is a notice to the renter (TO BE SHOT AT WHQ) about the care and operation of the Cut to: vehicle and states that an Avis Closeup of Renter reviewing disclaimers representative has demonstrated and instructed the renter on safe operating procedures, including the tie-down system. 84. The disclaimer stresses the importance of: Cut to: * The renter not operating any of the (TO BE SHOT AT WHQ) Over the shoulder shot of specialty equipment in the vehicle until renter looking at disclaimer notice on form instructions are received and completely understood. * The renter not letting other who are not part of the rental contract to operate the vehicle or its equipment, and * The renter asking questions or voicing their concerns regarding operation before taking delivery of the vehicle. 85. Cut to: Avis will then fax a copy of Closeups of renter and agent the Rental Document to Wheelers no during conversation (TO BE SHOT AT JFK) later than 3 hours of the vehicle checkout. 01-06450 PAGE 23 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO Cut to: 86. Medium shot of renter in van. Please remember that the person closing van door driving the van must be able to Cut to: open and close the van's sliding (TO BE SHOT AT JFK) Wide shot of renter moving from her door, transfer into the front driver's wheelchair to the driver's seat seat ... (TO BE SHOT AT JFK) 87. Closeup of renter in driver's seat ... and use the mounted hand with companion in passenger seat Cut to: controls if necessary to operate (TO BE SHOT AT JFK) the vehicle. Closeup of hand controls Cut to: (TO BE SHOT AT JFK) Medium shot of renter driving away in van FADE TO BLACK FADE UP TO: (TO BE SHOT AT WHQ) 88. Closeup of Avis agent speaking In our last segment, we will discuss to a disabled renter (on permanent metal crutches) the procedures for renting to a customer that requests a vehicle with hand that requests a vehicle with hand controls. 01-06451 PAGE 24 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 89. Dissolve to: When you -- the reservation sales (TO BE SHOT AT WHQ) When you - the reservation sales Medium shot of renter agent -- receive a rental request on crutches speaking on telephone to an from a disabled person who wants to Avis agent rent a vehicle with hand controls... 90. Cut to: ...you must forward the request to (TO BE SHOT AT WHQ) Closeup of same agent Avis's Special Services department receiving call transferring person to Special Services Department for processing. 91. Cut to: A special handling department (TO BE SHOT AT WHQ) of the Worldwide Reservation Medium shot of Special Services Center... agent answering phone 92. Cut to: ...the department will (TO BE SHOT AT WHQ) Medium shot person speak to the renter and speaking to Special Services agent advise what type of cars and equipment are available. (TO BE SHOT AT WHQ) 93. If requested, you can Closeup of Special Services agent speaking to person further recommend what type of car will best support the person's requirements. 01-06452 PAGE 25 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO Cut to: (TO BE SHOT AT WHQ) You will also coordinate 94. Cut back to person speaking to the Special Services agent further the installation of special hand in conversation controls for the vehicle with our agents in the field. Cut to: (TO BE SHOT AT WHQ) 95. Closeup of Special Services Agent The special services agent will writing information down on form WRC-015 complete the hand control request Cut to: form. WRC-015, which will assist the (TO BE SHOT AT WHQ) Split screen of agent and renter agent with transmitting all necessary either continuing conversation or hanging up information regarding the rental to Avis's authorized contact. (TO BE SHOT AT WHQ) 96. Cut to: The form includes the renter's name, Closeup of WRC-015 form being filled out by agent (NOTE: WRC-015 designation on address, phone number, car class form must be included as part of the shot) requested, date of reservation, and right or left hand control request. 97. Cut to: Once completed, the form will Medium shot of agent fill out WRC-015 form eventually be filed for future reference information or modifications, if applicable, in the hand control folder. 01-06453 PAGE 26 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 98. Dissolve to: The renter must let the special (TO BE SHOT AT WHQ) Graphic Sequence services agent know if left or right Show interior shot of an automobile hand controls are needed. dashboard with a graphic that either highlights left hand controls or right controls on dashboard as each is mentioned during narration 99. Cut to: The code "LHC" or "RHC" (TO BE SHOT AT WHQ) Shot of WRC-015 form being filled out as for left hand control and right hand described in the narration while the dashboard remains on camera control, must be entered in the (NOTE: The form will appear as an "RMK" field on the reservation rates inset over establishing shot of dashboard) transactions. 100. Cut to: It is mandatory that the special (TO BE SHOT AT WHO) Have shot of WRC-015 form become services agent obtain the customer's establishing shot on screen as agent enters renter's phone number. phone number or other contact number so that the reservation can be confirmed with the renter. 101. Cut to: From there -- the department will alert (TO BE SHOT AT JFK) Sequence where Avis manager specific Avis rental area to informs mechanic of hand control request modify a vehicle for checkout. 01-06454 PAGE 27 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 102. Cut to: The special services department (TO BE SHOT AT WHQ) Closeup of telephone ringing maintains a directory of each authorized Avis hand control contact in the field. 103. Cut to: The authorized contact will inform (TO BE SHOT AT WHQ) Medium shot of Avis Hand Control the renting station of the upcoming contact calling mechanic informing them of request reservation and will make all arrangements to ship the hand control device to that location ... Cut to: (TO BE SHOT AT JFK) Closeup of mechanic on phone acknowledging he has the Kroepke equipment 104. Cut to: ...if the controls are not already there. (USE KROEPKY INSTALLATION VIDEO) Edited sequence where Avis in sufficient time to ensure their modifies rental vehicle using closeups of mechanic's hands arrival prior to the date of rental. Shots include: --Closeup of gas ring being installed --Closeup of control lever being installed -- Closeup of push rod being installed (NOTE: NEW FOOTAGE CAN BE TAKEN IF MECHANIC IS QUALIFIED TO DEMONSTRATE) 01-06455 PAGE 28 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 105. Dissolve to: If the request is for an immediate (TO BE SHOT AT JFK) Manager of Avis Rental location picking rental, the information is completed up telephone on the form as usual and a call will Cut to: (TO BE SHOT AT WHQ) be placed to the manager of the Medium shot of agent on other end of call informing manager of immediate renting location for availability. need for a hand control vehicle Cut back to: (TO BE SHOT AT WHQ) Shot of manager nodding and saying a vehicle and equipment are available 106. Dissolve to: The customer is then called back (TO BE SHOT AT WHQ) Medium shot of renter on the phone immediately to be advised of listening to agent confirmation or denial and the Cut to: (TO BE SHOT AT WHQ) completed form is filed in the hand Medium shot of agent holding form and informing renter the car is available. control folder. 107. Continue sequence Please remember--use only (USE KROEPKE INSTALLATION VIDEO) --When the Kroepke Kroepke hand controls--as well as Control is mentioned. show still of Kroepke make sure the controls are available equipment laid out on mat and in proper working condition at all times. (NOTE: Sitting in front seat testing Hand controls and pumping brake) 01-06456 PAGE 29 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 108. At the local operating level, Cut to: (TO BE SHOT AT JFK) management may call the customer prior Closeups of manager and mechanic discussing installation to the rental to verify the (NOTE: Include Cutaways) reservation. 109. Dissolve to: If a customer calls to cancel a hand (TO BE SHOT AT WHQ) Med. shot of agent on phone calling up control reservation, the reservation Wizard system to identify canceled reservation should be canceled in the Wizard Cut to: system and noted on the hand control (TO BE SHOT AT WHQ) Closeup of folder containing WRC-015 request form used by the Worldwide form to be canceled Reservation Center Cut to: (TO BE SHOT AT WHQ) Closeup of agent entering cancellation info. into system 110. Cut to: Rental sales agents can locate (TO BE SHOT AT JFK) Medium shot of Avis agent working on reservations for hand control computer terminal (SCREEN NOT SEEN) customers by displaying the special Cut to: services manifest transaction, FOR P515 Closeup of computer screen that brings up daily manifest action "SS." The manifest is displayed on a daily basis. 01-06457 PAGE 30 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 111. Cut to: Mechanics will install the hand (TO BE SHOT AT JFK) -- Sequence where mechanic controls on the vehicle at least 24 hours gets in car to drive hand control vehicle to ready area in advance, depending on the checkout date and time of the re- servation. Once installed, the vehicle will be placed in the specific ready area. 112. Managers and counter personnel will Cut to: (TO BE SHOT AT JFK) be notified of the location of the Full shot of mechanic delivering vehicle to ready area hand control vehicle. 113. At small locations without mechanics, Cut to: arrangements must be made with a (TO BE SHOT AT WHQ) Medium shot of mechanic leaving vehicle qualified local dealer to install and entering office at terminal and remove the hand control device. 114. Cut to: When the disabled person comes to (TO BE SHOT AT WHQ) Avis rental counter pick up the vehicle at your Avis where -- in a medium shot -- person on crutches station, you will prepare the rental moves up to counter document and have it signed. Cut to: Closeup of Avis agent acknowledging person and providing agreement 01-06458 PAGE 31 OF 31 AVIS RENT A CAR: PROVIDING FULL AND EQUAL SERVICE VIDEO AUDIO 115. Cut to: Remember: under no circumstances (TO BE SHOT AT WHQ) Medium closeup of should you question the renter's person signing agreement disability. Cut to: (TO BE SHOT AT WHQ) Agent taking back rental agreement 116. Cut to: After processing, you will (TO BE SHOT AT WHQ) Far shot of agent direct the renter to the instructing person on where to pick up the vehicle location of our vehicle. FADE TO BLACK FADE UP TO: (TO BE SHOT AT WHQ) 117. Closeup of agent smiling, Remember, as an employee owner of Avis, saying something friendly to renter and companion as they you should take pride in assuring that walk away from counter our customers receive the best rental service anywhere. 118. Cut to: And that, at Avis, we recognize (TO BE SHOT AT WHQ) Full shot of Avis agent, sight impaired everyone's uniqueness in the world. renter, and authorized driver out at rented car Cut to: (TO BE SHOT AT WHQ) Medium shot of sight impaired renter and authorized driver leaving in the rented vehicle Cut to: (TO BE SHOT AT WHQ) Closeup of Avis agent waving good-bye Dissolve to: AVIS LOGO (FADE TO BLACK) 01-06459 EXHIBIT-3 RENT A CAR ADMINISTRATION MANUAL 05.07 SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters GENERAL 1. It is the policy of Avis that under no circumstances should a qualified, disabled renter be discriminated against on the basis of their disability. Therefore, full and equal car rental services, facilities and privileges will be provided by Avis. 2. Avis' policies and procedures regarding vehicle hand controls for the disabled are designed to fully comply with the newly enacted Americans with Disabilities Act of 1990. 3. Avis shall make every effort, whenever possible, to provide, at the renter's request, a vehicle equipped with hand controls to any qualified, disabled renter. Hand controls will be provided on a reservation basis only in accordance with the procedures set forth more fully below. There is no additional charge for the use of hand controls. 4. Avis will not permit the installation of any hand control device supplied by anyone other than Avis. Avis will permit the use of steering knobs or "spinner knobs" supplied by the customer as long as there are no state laws which prohibit their use. HAND CONTROL EQUIPMENT 1. In an effort to expand the availability of most car groups to the disabled, Avis will be installing the Kroepke hand control device manufactured by Kroepke Kontrols, Inc. on car groups Z (two-door Compact), B (four-door Compact), D (two-door Full-size), E (four- door Full-size) and H (Luxury). 2. The Avis Purchasing Department has established a national account purchasing program with Kroepke Kontrols, Inc. Each zone is to order their own supply of controls directly from the vendor at the address below: Kroepke Kontrols, Inc. 104 Hawkins Street Bronx, New York 10464 Telephone #212-885-1100 EFFECTIVE DATE: Copyright @ 1993 Wizard Co., Inc. All rights reserved. PAGE NO.: 7/6/93 1 01-06460 RENT A CAR ADMINISTRATION 05.07 MANUAL SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters RESERVATIONS 1. Hand control reservations are accepted and confirmed 24 hours per day at the Worldwide Reservation Center. 8 Hours Advanced Notice At the following major airport locations, eight hours advanced notice is required for hand control reservations, provided that the request is received between 8:00 a.m. and 2:00 p.m., Monday through Friday: JFK APO Seattle-Tacoma International APO LGA APO Sky Harbor International APO Newark International APO Miami International APO Boston Logan International APO Orlando International APO Washington National APO Tampa International APO Dulles International APO Palm Beach International APO Baltimore/Washington Int'l APO O'Hare International APO Atlanta Hartsfield APO Detroit Metro APO San Francisco International APO Houston Intercontinental APO San Jose International APO Stapleton International APO 24 Hours Advanced Notice At least 24 hours advanced notice is required for hand control reservations for most rental locations open 24 hours daily and rental locations open until 2300 hours seven days a week, subject to the availability of a qualified hand control installer. 48 Hours Advanced Notice 48 hours advanced notice is required for all other rental locations. 2. All hand control requests should be transferred to the SWAT Department, a special handling department at the Worldwide Reservation Center. 3. The reservation/rental sales agent should recommend that the renter reserve a size D or E (Full-size) car, which is the most popular size car for disabled renters since it easily accommodates the renter's wheelchair. Where the renter requests a Compact (size Z or B), or Luxury (size H) car, every reasonable effort will be made to provide such car equipped with hand controls to the renter. However, if the renter requests a particular size car and none is available, the renter will be upgraded at no charge to the next available size car. PAGE NO.: Copyright 1993 Wizard Co., Inc. All rights reserved. EFFECTIVE DATE: 2 7/6/93 01-06461 RENT A CAR ADMINISTRATION MANUAL 05.07 SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 4. The reservation sales agent should complete, in legible detail, a Hand Control Request Form, WRC-015. 5. If the hand control request is an immediate need, i.e.; if the reservation is for a time prior to the next business day, Monday through Friday, or is made on a weekend, holiday or late in the evening, the reservation sales agent should complete the Hand Control Request Form as usual and immediately call the station manager of the renting location for availability. Every attempt will be made to confirm the hand controls and a call back will be made to the customer. 6. When creating a reservation for hand controls, it is mandatory that the reservation/rental sales agent obtain the customer's phone number or other contact number. In addition, the code LHC or RHC, left-hand control/right-hand control, must be entered in the RMK prompt on the P502, Reservation/Rates transaction. 7. At the local operating level, management may call the customer prior to the rental to verify the reservation. When a customer calls SWAT to cancel a hand control reservation, cancel the reservation in the system and note on the Hand Control Request Form that the reservation has been canceled. 8. The SWAT Department at the Worldwide Reservation Center shall maintain a directory which shall include the name and address of the authorized person (the authorized Avis hand control contact) for each renting location who is to be contacted for a confirmation of a hand control. Each zone shall supply SWAT with the names of its authorized hand control contacts. 9. With respect to requests for hand control devices at licensee locations, SWAT shall maintain a directory of those licensee locations that book reservations with hand controls themselves and those licensee locations that have requested Avis to book reservations for hand controls. The directory shall include the name and telephone number of the authorized person (the authorized licensee hand control contact who should be contacted by the (Hand Control Department) regarding hand control requests. In the situation where the request is for a licensee location that books the reservation itself, advise the customer of the telephone number and the authorized licensee hand control contact to call. In the situation where the licensee location has requested that Avis book the reservation, follow the procedures above by contacting the authorized licensee hand control contact to obtain a confirm/denial response and follow up with the customer. EFFECTIVE DATE: Copyright 1993 Wizard Co., Inc. All rights reserved. PAGE NO.: 7/6/93 3 01-06462 RENT A CAR ADMINISTRATION 05.07 MANUAL SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 10. Some renters will ask about the use of steering knobs or spinner knobs. Although Avis does not supply spinner knobs, the renter will be allowed to install and use his/her own knobs as long as there are no state laws which prohibit their use. The Hand Control Department will verify with the authorized Avis hand control contact whether spinner knobs are permitted in those instances where the customer must know in advance. 11. The SWAT Department shall maintain a reservation log and Hand Control Log of all confirmed hand control reservations. ZONE OFFICE PROCEDURES 1. Each Avis zone manager shall select an employee at the zone level or, if preferred, a station manager at each rental location in the zone to act as the authorized Avis hand control contact to receive hand control confirmations from the Worldwide Reservation Center. The zone manager must supply the names of each authorized Avis hand control contact to the SWAT Department at the Worldwide Reservation Center for inclusion in the directory to be maintained by the Worldwide Reservation Center. The zone must update the Worldwide Reservation Center whenever the contact person changes. 2. Each zone must maintain a supply of hand control devices. These devices are to be checked periodically by a qualified mechanic to ensure that they are working properly. Defective units are to be replaced promptly. Only the Kroepke hand control device may be ordered in the future. Each zone shall maintain a stock of Kroepke devices for size Z, B, D, E and H cars so that a wider range of vehicles will be available to the disabled. 3. Upon confirmation of the reservation, it is the responsibility of the authorized Avis hand control contact at the zone office to inform the station of the upcoming reservation and to make the arrangements to ship the hand control device to the station, if it is not at the location already, in sufficient time to ensure its arrival prior to the date of the rental. If the authorized Avis hand control contact is a manager at the rental location or city, it is that person's responsibility to inform the station of the upcoming reservation and to make the arrangements to delivery the hand control device to the station, if it is not at the location already, in sufficient time to ensure its arrival, prior to the date of the rental. PAGE NO.: Copyright 1993 Wizard Co., Inc. All rights reserved. EFFECTIVE DATE: 4 7/6/93 01-06463 RENT A CAR ADMINISTRATION MANUAL 05.07 SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 4. It is the responsibility of the zone office to maintain a Hand Control Equipment Log for each hand control device which reflects the activity (rental, repair, etc.) of that device. A control number consisting of the zone code followed by the serial number that is engraved on each device to assist in accounting for the device. STATION LEVEL RESPONSIBILITY 1. Upon confirmation of a reservation, it is the responsibility of local management to ensure that the hand control device is provided in sufficient time for proper installation. 2. In addition to SWAT contacting the authorized Avis hand control contact, reservations for hand controls can be displayed on the Special Services Manifest, /FOR P515 transaction, ACTION "SS". The hand control reservations will display under the codes RHC or LHC, right/left hand control. 3. Local management shall ensure that installers are properly trained on the installation and removal of these devices. At small locations where a mechanic is not present, arrangements must be made with a qualified, local dealer to install and remove the hand control device. 4. Local management is responsible for removing hand control devices at the termination of a rental and for safeguarding the equipment until directed as to where the device is to be sent for the next rental. MISCELLANEOUS 1. There are certain customers that call Avis on a regular basis to rent cars with special equipment other than hand controls. These customers have health situations which make the special equipment necessary and these requests should be handled on a VIP priority basis. Any request for special equipment or rental arrangements due to a health or medical situation should be handled by SWAT. After hours and on weekends and holidays, the reservations sales agent should use the Hand Control Request Form modified to indicate the customer's actual need rather than hand controls. 2. Avis has established rental procedures for disabled customers who do not possess a driver's license, but are otherwise personally and financially responsible. See Section 06.F-190. EFFECTIVE DATE: Copyright 1993 Wizard Co., Inc. All rights reserved. PAGE NO.: 7/6/93 5 01-06464 RENT A CAR ADMINISTRATION MANUAL 05.07 SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 3. Avis has established procedures for qualifying all renters, including renters with disabilities who do not possess an Avis honored charge card and desire to rent on a cash basis. See System Bulletin No. 1885 (1/30/93). PAGE NO.: Copyright 1993 Wizard Co., Inc. All rights reserved. EFFECTIVE DATE: 6 7/6/93 01-06465 RENT A CAR ADMINISTRATION MANUAL 06.F-190 SUBJECT: SECTION: RENTAL PROCEDURES Non-Licensed Renter Form, F-190 GENERAL 1. The Non-Licensed Renter Form, F-190, is used when a person has proven personal and financial responsibility in accordance with Avis qualification procedures, but does not possess a driver's license due to a disability or impairment. 2. The customer may rent a car if he/she appears at the time of rental with an individual who has a valid driver's license. No proof of disability is required, and under no circumstances should the individual signing the form be asked to show proof of the disability. 3. The individual with the driver's license will be the sole operator of the car for the duration of the rental. 4. The physically challenged/disabled customer will be the actual renter. 5. Rentals to physically challenged renters who have completed the Non-Licensed Renter Form are exempt from any additional driver charges and the authorized drivers are exempt from any local additional driver requirements, if any. PREPARATION At Check-Out 1. Complete the form. 2. Have the renter and authorized driver sign the form. 3. Attach copy 1 of the form to the original copy of the rental document and keep in station file. 4. Attach copy 2 of the form to the Headquarters copy of the rental document and submit with DBR. 5. Attach copies 3 and 4 to customer carried copies of the rental document. At Car Return 1. Attach copy 3 of the form to Receiving Station copy of the rental document and keep in station file. 2. Attach copy 4 of the form to the Customer copy of the rental document. EFFECTIVE DATE: Copyright 1994 Wizard Co., Inc. All rights reserved. PAGE NO.: 12/26/94 1 01-06466 (FORM) NON-LICENSED RENTER FORM PAGE NO.: Copyright 1994 Wizard Co., All rights reserved. EFFECTIVE DATE: 2 12/26/94 01-06467 RENT A CAR ADMINISTRATION MANUAL 05.07 SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters GENERAL 1. It is the policy of Avis that under no circumstances should a qualified, disabled renter be discriminated against on the basis of their disability. Therefore, full and equal car rental services, facilities and privileges will be provided by Avis. 2. Avis' policies and procedures regarding vehicle hand controls for the disabled are designed to fully comply with the newly enacted Americans with Disabilities Act of 1990. 3. Avis shall make every effort, whenever possible, to provide, at the renter's request, a vehicle equipped with hand controls to any qualified, disabled renter. Hand controls will be provided on a reservation basis only in accordance with the procedures set forth more fully below. There is no additional charge for the use of hand controls. 4. Avis will not permit the installation of any hand control device supplied by anyone other than Avis. Avis will permit the use of steering knobs or "spinner" knobs supplied by the customer as long as there are no state laws which prohibit their use. HAND CONTROL EQUIPMENT 1. In an effort to expand the availability of most car groups to the disabled, Avis will be installing the Kroepke hand control device manufactured by Kroepke Kontrols, Inc. on car groups Z (two-door Compact), B (four-door Compact), D (two-door Full-size), E (four- door Full-size) and H (Luxury). 2. The Avis Purchasing Department has established a national account purchasing program with Kroepke Kontrols, Inc. Each zone is to order their own supply of controls directly from the vendor at the address below: Kroepke Kontrols, Inc. 104 Hawkins Street Bronx, New York 10464 Telephone #212-885-1100 EFFECTIVE DATE: Copywright 1993 Wizard Co., Inc. All rights reserved. PAGE NO.: 7/6/9 3 01-06468 RENT A CAR ADMINISTRATION 05.07 MANUAL SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters RESERVATIONS 1. Hand control reservations are accepted and confirmed 24 hours per day at the Worldwide Reservation Center. 8 Hours Advanced Notice At the following major airport locations, eight hours advanced notice is required for hand control reservations, provided that the request is received between 8:00 a.m. and 2:00 p.m., Monday through Friday: JFK APO Seattle-Tacoma International APO LGA APO Sky Harbor International APO Newark International APO Miami International APO Boston Logan International APO Orlando International APO Washington National APO Tampa International Dulles International APO Palm Beach International APO Baltimore/Washington Int'l APO O'Hare International APO Atlanta Hartsfield APO Detroit Metro APO San Francisco International APO Houston International APO San Jose International APO Stapleton International APO 24 Hours Advanced Notice At least 24 hours advanced notice is required for hand control reservations for most rental locations open 24 hours daily and rental locations open until 2300 hours seven days a week, subject to the availability of a qualified hand control installer. 48 Hours Advanced Notice 2. All hand control requests should be transferred to the SWAT Department, a special handling department at the Worldwide Reservation Center. 3. The reservation/rental sales agent should recommend that the renter reserve a size D or E (Full-size) car, which is the most popular size car for disablied renters since it easily accommodates the renter's wheelchair. Where the renter requests a Compact (size Z or B), or Luxury (size H) car, every reasonable effort will be made to provide such car equipped with hand controls to the renter. However, if the renter requests a particular size car and none is available, the renter will be upgraded at nocharge to the next available size car. PAGE NO.: Copyright 1993 Wizard Co., Inc. All rights reserved. EFFECTIVE DATE: 2 7/6/93 01-06469 RENT A CAR ADMINISTRATION MANUAL 05.07 SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 4. The reservation sales agent should complete, in legible detail, a Hand Control Request Form, WRC-015. 5. If the hand control request is an immediate need, i.e.; if the reservation is for a time prior to the next business day, Monday through Friday, or is made on a weekend, holiday or late in the evening, the reservation sales agent should complete the Hand Control Request Form as usual and immediately call the station manager of the renting location for availability. Every attempt will be made to confirm the hand controls and a call back will be made to the customer. 6. When creating a reservation for hand controls, it is mandatory that the reservation/rental sales agent obtain thecustomer's phone number or other contact number. In addition, the code LHC or RHC, left-hand control/right-hand control, must be entered in the RMK prompt on the P802, Reservation/Rates transaction. 7. At the local operating level, management may call the customer prior to the rental to verify the reservation. When a customer calls SWAT to cancel a hand control reservation, cancel the reservation in the system and note on the Hand Control Request Form that the reservation has been canceled. 8. The SWAT Department at the Worldwide Reservation Center shall maintain a directory which shall include the name and address of the authorized person (the authorized Avis hand control contact) for each renting location who is to be contacted for a confirmation of a hand control. Each zone shall supply SWAT with the names of its authorized hand control contacts. 9. With respect to requests for hand control devices at licensee locations, SWAT shall maintain a directory of those licensee locations that book reservations with hand controls themselves and those licensee locations that have requested Avis to book reservations for hand controls. The directory shall include the name and telephone number of the authorized person (the authorized licensee hand control contact who should be contacted by the (Hand Control Department) regarding hand control requests. In the situation where the request is for a licensee location that books the reservation itself, advise the customer of the telephone number and the authorized licensee hand control contact to call. In the situation where the licensee location has requested that Avis book the reservation, follow the procedures above by contacting the authorized licensee hand control contact to obtain a confirm/denial response and follow up with thecustomer. EFFECTIVE DATE: Copyright c 1993 Wizard Co., Inc. All rights reserved. PAGE NO.: 7/6/93 3 01-06470 RENT A CAR ADMINISTRATION 05.07 MANUAL SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 10. Some renters will ask about the use of steering knobs or spinner knobs. Although Avis does not supply spinner knobs, the renter will be allowed to install and use his/her own knobs as long as there are no state laws which prohibit their use. The Hand Control Department will verify with the authorized Avis hand control contact whether spinner knobs are permitted in those instances where the customer must know in advance. 11. The SWAT Department shall maintain a reservation log and Hand Control Log of all confirmed hand control reservations. ZONE OFFICE PROCEDURES 1. Each Avis zone manager shall select an employee at the zone level or, if preferred, a station manager at each rental location in the zone to act as the authorized Avis hand control contact to receive hand control confirmations from the Worldwide Reservation Center. The zone manager must supply the names of each authorized Avis hand control contact to the SWAT Department at the Worldwide Reservation Center for inclusion in the directory to be maintained by the Worldwide Reservation Center. The zone must update the Worldwide Reservation Center whenever the contact person changes. 2. Each zone must maintain a supply of hand control devices. These devices are to be checked periodically by a qualified mechanic to ensure that they are working properly. Defective units are to be replaced promptly. Only the Kroepke hand control device may be ordered in the future. Each zone shall maintain a stock of Kroepke devices for size Z, B, D, E and H cars so that a wider range of vehicles will be available to the disabled. 3. Upon confirmation of the reservation, it is the responsibility of the authorized Avis hand control contact at the zone office to inform the station of the upcoming reservation and to make the arrangements to ship the hand control device to the station, if it is not at the location already, in sufficient time to ensure its arrival prior to the date of the rental. If the authorized Avis hand control contact is a manager at the rental location or city, it is that person's responsibility to inform the station of the upcoming reservation and to make the arrangements to delivery the hand control device to the station, if it is not at the location already, in sufficient time to ensure its arrival, prior to the date of the rental. PAGE NO.: Copyright c 1993 Wizard Co., Inc. All rights reserved. EFFECTIVE DATE: 4 7/6/93 01-06471 RENT A CAR ADMINISTRATION MANUAL 05.07 SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 4. It is the responsibility of the zone office to maintain a Hand Control Equipment Log for each hand control device which reflects the activity (rental, repair, etc.) of that device. A control number consisting of the zone code followed by the serial number that is engraved on each device to assist in accounting for the device. STATION LEVEL RESPONSIBILITY 1. Upon confirmation of a reservation, it is the responsibility of local management to ensure that the hand control device is provided in sufficient time for proper installation. 2. In addition to SWAT contacting the authorized Avis hand control contact, reservations for hand controls can be displayed on the Special Services Manifest, /FOR P515 transaction, ACTION "SS". The hand control reservations will display under the codes RHC or LHC, right/left hand control. 3. Local management shall ensure that installers are properly trained on the installation and removal of these devices. At small locations where a mechanic is not present, arrangements must be made with a qualified, local dealer to install and remove the hand control device. 4. Local management is responsible for removing hand control devices at the termination of a rental and for safeguarding the equipment until directed as to where the device is to be sent for the next rental. MISCELLANEOUS 1. There are certain customers that call Avis on a regular basis to rent cars with special equipment other than hand controls. These customers have health situations which make the special equipment necessary and these requests should be handled on a VIP priority basis. Any request for special equipment or rental arrangements due to a health or medical situation should be handled by SWAT. After hours and on weekends and holidays, the reservations sales agent should use the Hand Control Request Form modified to indicate the customer's actual need rather than hand controls. 2. Avis has established rental procedures for disabled customers who do not possess a driver's license, but are otherwise personally and financially responsible. See Section 06.F-190. EFFECTIVE DATE: Copyright c 1993 Wizard Co., Inc. All rights reserved. PAGE NO.: 7/6/93 5 01-06472 RENT A CAR ADMINISTRATION 05.07 MANUAL SUBJECT: SECTION: RESERVATIONS Equipment For Disabled Renters 3. Avis has established procedures for qualifying all renters, including renters with disabilities who do not possess an Avis honored charge card and desire to rent on a cash basis. See System Bulletin No. 1885 (1/30/93). PAGE NO.: Copyright 1993 Wizard Co., Inc. All rights reserved. EFFECTIVE DATE: 6 7/6/93 01-06473 RENT A CAR ADMINISTRATION MANUAL 06.F-190 SUBJECT: SECTION: RENTAL PROCEDURES Non-Licensed Renter Form, F-190 GENERAL 1. The Non-Licensed Renter Form, F-190, is used when a person has proven personal and financial responsibility in accordance with Avis qualification procedures, but does not possess a driver's license due to a disability or impairment. 2. The customer may rent a car if he/she appears at the time of rental with an individual who has a valid driver's license. No proof of disability is required, and under no circumstances should the individual signing the form be asked to show proof of the disability. 3. The individual with the driver's license will be the sole operator of the car for the duration of the rental. 4. The physically challenged/disabled customer will be the actual renter. 5. Rentals to physically challenged renters who have completed the Non-Licensed Renter Form are exempt from any additional driver charges and the authorized drivers are exempt from any local additional driver requirements, if any. PREPARATION At Check-Out 1. Complete the form. 2. Have the renter and authorized driver sign the form. 3. Attach copy 1 of the form to the original copy of the rental document and keep in station file. 4. Attach copy 2 of the form to the Headquarters copy of the rental document and submit with DBR. 5. Attach copies 3 and 4 to customer carried copies of the rental document. At Car Return 1. Attach copy 3 of the form to Receiving Station copy of the rental document and keep in station file. 2. Attach copy 4 of the form to the Customer copy of the rental document. EFFECTIVE DATE: Copyright 1994 Wizard Co., Inc. All rights reserved. PAGE NO.: 12/26/94 1 01-06474 (Form) NON-LICENSED RENTER FORM PAGE NO.: Copyright 1994 Wizard Co., Inc., All rights reserved. EFFECTIVE DATE: 2 12/26/94 01-06475