hertz corporate profile

8/16/2019 Hertz Corporate Profile

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HERTZ CORPORATE PROFILE

Version: March 2014

An Group Company


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Hertz Corporate Profile Page | 2

1. GENERAL OVERVIEW

1.1 THE HERTZ WORLDWIDE & HERTZ IN THE UAE

Hertz, the world's number 1 car rental company, have been the worldwide market leader since 1918.

Having the largest global vehicle rental network, it now operates in over 8,000 locations in more than 150

countries and manages over 700,000 vehicles.

Hertz in the United Arab Emirates is part of the Al-Futtaim Automotive Group of Companies. Hertz have

retained market leadership in the UAE in terms of service, quality, and sheer capacity for over 21 years.

Significant investments in the company's fleet, infrastructure and personnel accompanied by an aggressive

marketing campaign have made Hertz UAE the leading car rental and leasing company in the country. Al

Futtaim Automotive brands, as shown in the following organisational chart, extend the widest automotive

product and service range in the UAE:

Hertz UAE local services include:

1.

Short-Term Rentals

`Over 6,000 vehicles

Widest range & latest model cars

Youngest fleet in the UAE market

Corporate Rental Discount Programs

2.

Long-Term Leasing Over 600 clients, over 5,700 vehicles

Efficient and cost effective vehicle

Management solutions to corporate fleets

Competitive vehicle choices

‘All-Inclusive’ pricing

Dynamic Leasing

3. Managed Transportation

Event Transportation

Staff Transportation & Bussing Services

Rental with Driver

Leasing with Driver

VIP Chauffeur Services

Transfer Services

Al-Futtaim AutomotiveAl-Futtaim Motors

Toyota Lexus

Trading Enterprises

Chrysler Honda Volvo Jeep Dodge

Al FuttaimAuto &

MachineryCompany(FAMCO)

Al FuttaimAutomall HERTZ


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1.2 HERTZ UAE LOCATIONS

Hertz UAE operate 20 branches in strategic locations across the United Arab Emirates. Hertz also operate

under other franchises for the surrounding Middle East & North Africa (MENA) territories. Hertz UAE enjoy

an added benefit of hosting Hertz Corporation’s MENA representatives in Dubai – allowing for great

efficiencies when developing projects that span the Middle East region or require broader international

scope.

DUBAI

Dubai International Airport

Terminal 1 – Arrivals Hall

Hours: Sun-Sat 24-hours

Phone: +971 4 224 5222

Email: [email protected]

Dubai International Airport

Terminal 3 – Arrivals Parking Structure


Phone: +971 4 220 3013


Al Maktoum International Airport – Jebel AliArrival Terminal

Hours: Sun-Sat 24 hours

Phone: +971 056 9939717


Etihad Travel Mall

Sheikh Zayed Road

Hours: Sat-Thu 0900-1800; Fridays closed

Phone: +971 4 2271213


Dubai Motor City

Unit R8, Block H, Uptown Motor City


Phone: +971 4 427 3200

EmEDail: [email protected]

Hertz InterContinental Hotel DFC

InterContinental Hotel Dubai Festival City

Hours: Sun-Sat 0900-1800

Phone: +971 4 701 1239


Umm Ramool Head Office

Airport Road (after Emirates Headquarters)

Hours: Sun-Sat 0600-0200

Phone: +971 4 206 0206


Dubai Media City

Radisson Blu HotelHours: Sat-Wed 0800-1700; Thu

0800-1330; Fridays closed

Phone: +971 4 429 0915


Dubai Marina

Marina Radisson Blu Residence

Hours: Sat-Wed 1000-1800; Thu 1000-1500; Fridays

closed

Phone: +971 4 422 6775


Jebel Ali Free Zone

Lease Building 16, Office 14, Ground Floor


Phone: +971 4 881 7511


Trading Enterprises – Umm Ramool

Honda WorkshopHours: Sat-Wed 0800-1300; 1530-1830;

Thu 0800-1330; Fridays closed

Phone: +971 4 213 6644


ABU DHABI

Abu Dhabi International Airport

Skypark Plaza Terminal 3; Level 4

Hours: Sun-Sat 24-hoursPhone: +971 2 599 8939


Etihad Plaza – Hertz Etihad Staff Village

Opposite Etihad Airways Headquarters

Hours: Sat-Wed 0800-1730; Thu 0800-1300;

Fridays closed

Phone: +971 2 556 9130


Musaffah (service only)

Off Street 15


Phone: +971 2 555 3387


Abu Dhabi Main Office

Al Falah Street 9; Intersection of Najda & Al Falah

StreetsHours: Sat-Thu 0800-1900; Fridays closed

Phone: +971 2 672 0060


Al Ain

CJD Workshop

Hours: Sat-Wed 0800-1300; 1530-1830;


Phone: +971 3 722 3920


mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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SHARJAH

Al Wahda Street

Trading Enterprises Workshop

Hours: Sat-Wed 0800-1300; 1530-1830;


Phone: +971 6 532 0113


Sharjah Airport


Phone: +971 6 5528290


RAS AL KHAIMAH

Al Hamra Mall – Ras Al Khaimah

Hours: Sun-Thu 1000-2200; Fri-Sat 1000-1200

Phone: +971 7 2434927


FUJAIRAH

Trading Enterprises Honda

Hours: Sat-Wed 0800-1300; 1500-1830; Thu 0800-1300; Fridays closed

Phone: +971 9 224 9873



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1.3 ORGANISATIONAL SUMMARY

Al-Futtaim operates through more than 65 companies across sectors including automotive, retail,

electronics, engineering and technologies, finance, real estate and service. The group currently employs in

excess of 20,000 people across the United Arab Emirates, Bahrain, Saudi Arabia, Kuwait, Qatar, Oman,

Egypt, Syria, Pakistan, Sri Lanka, Singapore and Europe.

Al Futtaim Overview

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business

houses headquartered in Dubai, United Arab Emirates. A privately held business enterprise established

under the sole ownership of the Al-Futtaim family who remain committed and closely involved in the

management of the business. Mr. Abdulla Hamad Al-Futtaim is the Chairman and Mr. Omar Abdulla Al-

Futtaim is the Vice Chairman.

Al-Futtaim represents major international Principals, manufacturers and suppliers from Japan, USA, UK,

Switzerland, Sweden, France and Germany, operating through more than 85 companies across sectors as

diverse as commerce, industry and services. Collectively, Al-Futtaim employs in excess of 20,000 people

across the UAE, Bahrain, Kuwait, Oman, Egypt, Saudi Arabia, Egypt, Pakistan, Sri Lanka, Syria, Singapore,Malaysia and Europe.

Al-Futtaim is structured into seven distinct business verticals:

Retail

Automotive

Electronics

Engineering

Finance, Investment & Insurance

Industrial & Marine

Real Estate

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding

to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to

offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer

service and after sales support.


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Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to

maintain a competitive stance. This benefits employees, providing a clearly defined work culture where

individuals are empowered with authority and responsibility for their work. Al-Futtaim operates as a public

company producing consolidated quarterly results and works closely with its external auditors, Ernst &

Young, to bring a high level of corporate governance and transparency to the financial statements.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of

integrity, service and social responsibility. All Al-Futtaim companies offer high quality products andservices, and uphold the principles of being customer-oriented, selecting appropriate products and services

for the local market with ‘value for money’ pricing and the highest levels of customer service. The majority

of businesses, built on a portfolio of world leading brands, dominate their sector.

With its established infrastructure, progressive focus, professional management and portfolio of

multinational brands, Al-Futtaim is a significant force in the territories in which it operates and is

acknowledged as the company of choice for multinationals, wishing to establish themselves in the Middle

East market.


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Automotive

Al Futtaim Motors

Trading Enterprises

Al Futtaim Auto &Machinery (FAMCO)

Al Futtaim Automall

Al Futtaim Auto

Centers

(ALAC)

Real Estate

Al Futtaim RealEstate

Dubai Festival City

Al Badia Golf Resort

Bahrain BowlingCentre

Retailing & Services

IKEA

ACE Hardware

Toys "R" Us

Marks & Spencer

Gulf Marketing &Servicing Company

(GMASCO)

Al Futtaim Tibbett &Britten

Al Futtaim Travel

United Computer &Management

Consultants (UCMC)

Al Futtaim Watches& Jewellery

Kolber - Geneva

Electronics

Al Futtaim Panatech

Al FuttaimElectronics Toshiba

Al Futtaim Computer& Software Products

Al Futtaim TelecomAlcatel

Al FuttaimElectronics Sanyo

Aftron

Plug-ins Electronix

Central ServicesOperation

Al FuttaimEngineering

Insurance &Overseas

Arab OrientInsurance Company

Al Futtaim WillisFaber

Al Futtaim TokioMarine

Trade Alliances PTESingapore

Joint Ventures

Oman Marketing &Servicing Company

(OMASCO)

Doha Marketing &Servicing Company

(DOMASCO)

Futtaim TradingCompany, Egypt

Toyota, Egypt

El Nile Trading &Engineering

Company, Egypt

Alghani Tractors,Pakistan

Al Futtaim Tarmac,UAE

Arab HeavyIndustries, UAE


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Hertz Overview

Hertz UAE currently employs over 390 associates from over 32 different nationalities – reflecting a truly

international workforce which responds dynamically to the needs of our diverse client family.

The Al-Futtaim management of the Hertz brand in the UAE has reaped a number of successes in recent

years. This is reinforced with the continued investment in the Hertz UAE values, both from a branding

perspective and helping drive up excellence in customer service standards.

Investment in building the awareness, presence and reputation of the Hertz brand has been instrumental

in ensuring success of the UAE operation with some examples shown in the following image.

Al Futtaim continue to build the Hertz brand

Hertz UAE’s management approach is discipline, commercial awareness, focus and teamwork. The senior

management team holding over 120 years experience in rental and fleet management, a pool of 20 highly

capable middle managers, a multi lingual call centre and the continued investment in employee and

customer engagement in partnership with Gallup through all levels of the business, makes a strong impact

on our operation constantly.

The established and proactive policy of recruiting talented nationals and the principles of the Gallup

Leadership Development Programme, combined with Gallup Employee and Customer Engagement

programmes are used for all employees of all Al-Futtaim businesses globally and are designed to develop

individual skills and capabilities, whilst simultaneously providing long term career paths and personal

development. There is clear evidence that investment in these programmes yields commercial and

motivational results.

As part of Al-Futtaim’s commitment to the community through training and developing nationals, the

company is investing in and securing its future sustainability.

Al-Futtaim has a responsibility to engender long term customer loyalty and preference for the Al-Futtaim

brand through offering the widest choice of the world’s leading international brands and services, fully

supported by best of class customer service and comprehensive after sales support.


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1.4 RELATIONSHIP WITH CLIENTS, EXPERIENCE WITH MAJOR EVENTS

Hertz seek to develop strong working relationships and partnership with our customers to ensure that

vehicle management needs work with their operations most effectively – this is a key facet to our client

relationship strategy. The following is a list of major organisations we are proud to count as valued clients,

a testament to our capacity to manage large and complex business requirements in all segments across the

UAE.

Government of Dubai – Roads & Transport Authority (RTA)

Etihad Airways

Raytheon

Cummins

Aggreko International

Government of Dubai – Roads & Transport Authority (RTA)

The RTA carries a vital responsibility to fully manage and operate Dubai’s transport infrastructure and

hence view effective operation of their own car fleet as of paramount importance to ensure a high

standard of service to their customers. Hertz were chosen as the sole supplier of vehicle managementservices for RTA in 2006 and was selected based upon our reputation for strong service levels, value for

money products and a commitment to working in full partnership.

A full range of rental and leasing services is provided for RTA including daily, weekly, monthly and ad-hoc

vehicle rentals together with a full operational leasing fleet of over 80 longer term vehicles. Many different

types of vehicles are supplied to RTA ranging from routine employee rentals, to breakdown and emergency

vans, maintenance vehicles, and senior executive saloons – leveraging Hertz’s capacity to build a diverse

and suited range of vehicles for bespoke requirements.

Relationships have been built between RTA and Hertz at multiple levels, which, together with a full time

Hertz presence in the form of a full time Hertz Customer Service Representative being based in RTA head

offices, help facilitate strong communication links between both parties.

Consultative, strategic advice is regularly reviewed and provided by Hertz to help RTA shape future policy

needs as the RTA portfolio of services grows. Recent examples of this include full policy reviews and

production of recommendations on fleet policy, cost management and product portfolio that has helped to

shape future RTA fleet management.

Etihad Airways

Hertz have established a partnership with Etihad as the primary supplier of car rental globally to Etihad

Guests. This partnership ensures that Etihad Guests can take advantage of specific, negotiated car rental

services at every stage of the flight booking process, whether this is via on-line, call centre or Etihad

Holidays channels. The outlets in Etihad Plaza-AUH and Etiahad travel Mall-DXB to be added

Raytheon

A key contractor of services within the defence industry, Raytheon have recently awarded Hertz sole

supply status for their vehicle hire and fleet management needs for over 60 vehicles.

Cummins

A power generation supplier to the construction industry Cummins has been a Hertz customer for over 8

years. Both parties have worked in close partnership during the recent economic downturn to ensure

effective management of costs for Cummins vehicle management whilst keeping the importance of high

levels of service and product. The current fleet has exceeded 100 vehicles already.


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Aggreko International

Aggreko is the global leader in industrial generator rental including a wide range of specialised gas and

diesel gensets, transformers and loadbanks.

They place paramount emphasis on vehicle safety and quality, and view Hertz as the best supplier for short

term rental, long term lease and transportation solution in the UAE market to match this. Now a customer

of Hertz for over 10 years, Aggreko frequently comments on the high levels of co-operation and service

provided.

1.5 EVENT CREDENTIALS

Further to our product offering, Hertz are proud to be the preferred partner for major events in the UAE:

Formula 1 Etihad Airways, Abu Dhabi Grand Prix, Yas Marina Circuit, VIP Transport

(100+ Fleet of cars) – 2010, 2011, 2013

G’Day Dubai – VIP transportation - 2014

HSBC Rugby tournament – team transportation - 2014

Emirates Jazz Fest - Headliners & VIP transportation - 2014

Government Summit Dubai – VIP transportation - 2014 Austrian Ferrari Club Transportation, Abu Dhabi Grand Prix - 2012

Marlboro / TMS VIP Transport for Abu Dhabi Grand Prix - 2012

HSBC Rugby Teams Transportation – 2009, 2010, 2011, 2013

Dubai International Jazz Festival, Dubai, UAE – 2011, 2012, 2013

PublicisLive Government Summit – 2013

Pink Caravan – 2013

FINA Diving World Series, Hamdan Sports Centre, Dubai, UAE – 2012

Spinneys Dubai 92 Cycling Challenge – 2012, 2013

FIFA World Cup (UAE), Zayed Sports City, Abu Dhabi – 2009, 2010

Christina Noble Charity Foundation – 2011, 2012, 2013

Comic Con International – 2012, 2013

Dubai Exiles Rugby – 2012, 2013

Fisker Launch Transportation – 2012

Toyota Launch Transportation – 2012

Henkel Corporate Event – 2012

BizMarketing Wedding – 2012

DCAF MEBA Air Show – 2012

Dubai Airport Show Transportation – 2011

Volvo Ocean Race – Volvo Turkey – 2011


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HERTZ, A TRUSTED PARTNER FOR EVENTS

2010, 2011 Abu Dhabi Formula 1

Grand Prix VIP Transportation

120+ Vehicle Fleet

2009, 2010, 2011 HSBC Rugby

Visiting Teams Transportation

2010 Brazilian Olympic Team

Transportation

2010 10th FINA World Swimming

Championships (25m) Dubai

VIP Transportation Executive Delegations

2009, 2010 FIFA Club World Cup

Transportation

2011 Skywards International Jazz Festival

VIP Transportation – Bands & Celebrities

2011 Dubai Airport Show

Transportation

1.6 ACHIEVEMENTS & AWARDS

Business Traveller Middle East Awards 2013

“Best Car Rental Company in the Middle East”

Hertz UAE have been chosen as the Best car rental

company in the Middle East by business travellers from

across the region. The company, part of the Al-Futtaim

Group, was chosen independently by readers of

Business Traveller Middle East magazine who voted onthe magazine's website. This award is testament to the

investment in our fleet of quality vehicles and the

ongoing training we perform with our staff.

Superbrands Award

2010, 2011, 2012 and 2013

The Superbrands awards are held in many countries around the world and

dubbed globally as the ‘Oscars of Branding’. Superbrand status is only

awarded to companies which meet strict criteria set by an independent

Superbrands Council and is an endorsement of the intrinsic strength of anorganisation and its brand value. For the third year in a row, Hertz UAE have

once again been awarded this status for 2013.

MENA Travel Awards 2013

Hertz is proud to be the winner of the MENA Travel Awards in 2013 in the

category “Best Car Rental – International Brand, Middle East and North

Africa”. This Award is Presented to recognize top industry organizations which

have shown skills, creativity, ingenuity and success in the Middle East and

North Africa’s growing travel industry.


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2.

RENTAL SERVICES

2.1 RENTAL FLEET

Hertz are one of the largest purchasers of vehicles in the UAE - managing over 6,300 rental vehicles in

addition to 5,700 long term leased vehicles, procuring a variety of cars from all present manufacturers. We

have strong working relationships due to the volume and capacities needed to source 12,000 vehicles in

our rental and lease operations.

Hertz benefit from being part of the Al-Futtaim Automotive division which includes exclusive dealerships

across the UAE for many top car brands. The group companies offer exceptional service and value and

accordingly are our preferred suppliers; however we source a variety of vehicles from all manufacturers.

Group brand companies are Al-Futtaim Motors (Toyota, Lexus) and Trading Enterprises (Honda, Volvo,

Chrysler, Jeep, and Dodge).

Self-Drive Car Rentals

Largest & youngest UAE Fleet Range

24-hour Locations

Fully Insured Vehicles

Delivery & Collection

Directions / GPS

24-hour Roadside Assistance

Child Seats

Long Term Leasing

Ref Car Type Description (or similar)

B Small Economy Car Toyota Yaris, Honda City (1.3L)

C Compact Car Nissan Tida, Honda City (1.5L)

D Compact Elite Car Honda Civic, Toyota Corolla (1.8L)

E Standard Car Honda Accord, Toyota Camry (2.4L)

F Premium Car Volvo S60, BMW 320i, Audi A4

H Luxury Car Audi A6, Lexus GS430 I Special Luxury Car Audi A8, Lexus LS460

J Standard SUV Honda CRV, Toyota Rav 4 (2.4L)

K Full size SUV Toyota Fortuner (2.7L)

L Premium SUV Toyota Prado (4.0L)

M Minivan Chrysler Grand Voyager

N Premium Full size SUV Toyota Landcruiser (4.0L)

ZP Pick-up Double Cabin Pick-Ups 4x4 (2.7L)

B1 Van Hiace 15 seater (2.4L)

2.2 RESERVATIONS

Hertz operate a 24-hour staffed reservations centre equipped with the latest in telephone system

technology. All reservations are centralised through a bespoke IT platform and networked across our

branches in real time. The call-centre is capable of handling multiple calls and making new bookings,

amending existing bookings, and facilitating international reservations through a dedicated line. The teams

are highly trained in telephone etiquettes and are measured on call performance to ensure high levels of

customer service satisfaction. Reservations can be made by any of the following methods:

Telephone (toll-free) Online Email In-Person


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2.3 AIRLINE PARTNERSHIPS & CUSTOMER LOYALTY PROGRAMME’S

Hertz customers can enjoy various benefits from car rental partnerships with the following airlines:

AIRLINE PARTNER CUSTOMERS’ BENEFITS

EmiratesSkywards Programme

Hertz have partnered with Emirates to offer Skywardsmembers dedicated discount rates plus award Miles each

time you rent with us. Earn 500 Skywards Miles per rental

Earn 1,000 Skywards Miles on each Prestige Collection

rental

Free membership to Hertz Gold Plus Rewards

Etihad Airways

Etihad Guest

Hertz are the preferred global car rental partner of Etihad

Airways, and offers exclusive benefits to make your journey

from airport to the open road seamless.

Earn 500 Guest Miles for standard rentals

Earn 1,000 Guest Miles for Prestige Collection rentals

15% discount to all Etihad Pearl Business Class Guests*

Complimentary enrolment into Hertz #1 Club Goldoffered to Etihad Guest Silver and Gold Members

Complimentary enrolment into Hertz #1 Club Presidents

Circle to Etihad Diamond First Class Guests*

Gulf Air

Falconflyer Programme

Gulf Air Gold Frequent Flyer members can enjoy upgrade

into Hertz #1 Club Gold.

Earn 500 miles per rental using standard rates

Earn 1,000 miles per Prestige Collection rental

Lufthansa

Miles & More Programme

Miles awarded on qualifying rentals at participating

locations worldwide.

MEA AirlinesCedar Miles Programme

Hertz have partnered with MEA to offer competitive ratesand Cedar Miles to members when renting with us.

Up to 10% discount

500 Cedar Miles per rental

Free membership to Hertz #1 Club Gold for Elite

Members


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AIRLINE PARTNER CUSTOMERS’ BENEFITS

Oman Air

Sinbad Programme

Unique and innovative, Sindbad Frequent Flyer Programme

offers unmatched recognition, greater rewards and

exclusive privileges. Earn up to 1,000 Sindbad Miles each

time you rent with Hertz.

Earn 500 Sindbad Miles for every eligible* rental of a

standard vehicle

Earn 1,000 Sindbad Miles on each Prestige Collection

rental

Free membership to Hertz #1 Club Gold for Silver and

Gold Sindbad Frequent Flyers. Links to this can be

found on the Oman Air Sindbad website

www.omanair.com/sindbad.

Qatar Airways

Privilege Club Programme

Hertz have partnered with Qatar Airways to offer Privilege

Club members dedicated discount rates plus award Qmiles

each time you rent with us.

Enjoy 10% off Hertz car rental rates

Earn 500 Qmiles per rental

Free membership to Hertz #1 Club Gold for Silver andGold Privilege members

Saudi Arabian Airlines

Al Fursan Programme

Miles awarded: 500 miles retail

To earn mileage, rental must occur in a participating location

worldwide.

Singapore Airlines

Kris Flyer Programme

500 KrisFlyer Miles for each qualified non-

commercial/non-government contract rental at

participating locations outside Asia

250 KrisFlyer Miles for each qualified non-

commercial/non-government contract rental at

participating locations in Asia

250 KrisFlyer Miles for eachqualified commercial/government contract rental at

participating locations worldwide

Customers holding loyalty programme membership cards may also benefit from our promotions

occasionally (e.g. double miles, free driver offer, reduction in prices, deduction from fuel charge etc.)

3.

LEASE SERVICES

3.1 VEHICLE BRANDS & SUPPLIERS

Hertz are one of the largest purchasers of vehicles in the UAE, procuring a variety of cars from all

manufacturers. As a result, we have strong working relationships due to the volume and capacities of our

rental and lease operations. Our leased fleet ranges from Audi, BMW, Range Rover through to Al Futtaim

brands including Lexus, Volvo, Toyota, Honda, Chrysler, Jeep, and Dodge. We regularly partner with

suppliers to extend special deals for our customers, for example, in the instance of large company fleet

deals.


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3.2 COMPREHENSIVE INSURANCE

All Hertz vehicles are comprehensively insured up to all measurement by UAE Law by the Orient Insurance

Company, an Al-Futtaim Group company and one of the largest insurance providers in the UAE. The group

insurance provides Hertz clients with added value and exceptional service in matters of insurance.

Moreover, all vehicles are insured for repair at authorised agency workshops using OEM (original

manufacturer) auto parts. This simple, yet comprehensive insurance structure is designed to give ourclients complete peace of mind with respect to liability towards vehicles. Insurance can be extended for

driving in Oman upon request.

3.3 SERVICE, MAINTENANCE, REPLACEMENT VEHICLES

Hertz have significant experience in service and maintenance operations of vehicles. Under the terms of

lease, Hertz will maintain responsibility for the costs and management of all routine services and

maintenance including replacement of worn tyres – except for prematurely worn or damaged items which,

will be recharged at cost to the company.

Hertz utilise a ‘Service Booking’ facility to manage this aspect with vehicle operators . Recognising that time

can often be a factor in drivers failing to undertake regular servicing, Hertz have developed an in house

resource which undertakes the administration surrounding booking a vehicle in for a service. ‘Service

Booking’ is a centralised one call booking service which removes the need for drivers to coordinate or book

service and maintenance events with dealers. Rather, drivers can conveniently call or e-mail our in-house

team who facilitate the service booking directly with the service location most convenient to the driver.

All work will be carried out by the authorised dealer workshop under maintenance agreement. In addition,

Hertz operate a state of the art automotive workshop onsite with technicians trained on all group product

vehicles – giving clients swift and efficient service. Generally, service appointments are allotted within a

week of request and routine work is completed within a day.

During service periods, similar category replacement vehicles are delivered to the client in exchange, if so

elected.

Hertz also undertake specific negotiations on labour costs and parts discounts and operates a policy of

fitment of “Original Equipment” (OE) parts for all repairs to ensure full integrity of vehicle.

3.4 ROADSIDE & ACCIDENT ASSISTANCE – 24 HOURS

In the event of instances such as flat tyres, out of fuel, breakdowns, and associated interruptions with a

vehicle’s normal operation or an accident, Hertz provide 24-hour support to help you get to safety andresume your journey with peace of mind. We provide:

24-hour toll free road side assistance number 800 HERTZ (43789)

Dispatch of recovery trucks to your location

Immediate information concerning procedures to complete at the scene

Arrangements to deliver a temporary replacement car (if needed)

Arrangements to recover and repair or replace the accident car

All Hertz vehicles are fully insured against accidents and damages up to US $1million in third party

coverage.


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Furthermore, Hertz has launched a new

breakdown and recovery service for customers

in the UAE in September 2013. Prior to the

launch Hertz worked in conjunction with Al-

Futtaim Automotive Training Academy where a

three day training event for drivers took place

at the Academy's training facility in Dubai, withroadside vehicle recovery scenarios recreated

to demonstrate appropriate response and good

practice.

This enabled the associates to put into practice

their knowledge of safety testing, replacement

of batteries and tyres, to enable vehicle entry

at the scene with no damage, and the safe

removal of vehicles from the roadside, all with

a strong focus on customer care.

3.5 TRAFFIC VIOLATIONS MANAGEMENT

Due to the significant volume of Hertz vehicles on UAE roads, Hertz utilise an advanced traffic and toll

accounting system. This highly efficient system is linked electronically with traffic police and the toll

administrators – allowing all such transactions to effectively be ascribed to the appropriate vehicle or user.

All costs incurred by fines and other penalties, including Oman region, (imposed by Police or any

Government authority) are consolidated and charged to the respective vehicle account at the next

invoicing cycle.

3.6 ACCOUNT MANAGEMENT & COMMUNICATION

Previous experiences around large corporate operations have shown that the following key communication

areas need to be managed before implementation:

Conducting an introductory presentation to explain our servicing processes

Holding dynamic discussions with procurement, HR, and finance to address relevant points

Setting up corporate accounts to easily facilitate rental & lease orders

Providing support for the company’s vehicle policy if required

All the above can be operated through a structured communication programme. Hertz will be in discussionwith the client and manufacturer partners frequently to ensure the right level of resources and vehicles are

sourced and allocated in order to maintain the best possible service.

We propose a strategic review quarterly designed to:

Provide a summary of procured vehicles

Present strategic recommendations based on reviewing prior activity against the current

environment and forecasted business needs

Present new products and services

Review and action any questions or concerns


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Hertz operating systems, ‘Intelliview Reporting Tool’, allow for a full range of data to be supplied to

customers as per their requirements. The report easily reduces administrative costs, time and resources.

Sample report of reported variables:

Count of agreements opened under a

specific tariff or debtor

Current status: opened, closed or pre-

closed

Check out date & Check in date

Number of days

Check out location

Renter’s name

Rental sum

Extra’s (e.g. Delivery & collection fees)

Reservation number

List of future reservations and leases

Count of reservations created for the

future

Expected check in / checkout date

Number of days

Check out location

Renter’s name

Reservations user name (agent who

created the reservation)

Hertz have successfully implemented similar communication programmes with key clients – sendingCustomer Support and Finance Management teams to meet quarterly and conduct a thorough review of

accounts.

3.7 COST REDUCTION METHODOLOGY

Hertz regularly optimise costs of existing corporate customers by reviewing anticipated mileage usages

against actual mileage usages and adjusting rates where applicable to ensure the most favourable pricing

conditions are set at each vehicle contract.

Quarterly reviews offer strategic account recommendations and give particular attention to the control ofcosts. Hertz also maintain an elastic rate structure commensurate with vehicle use. This flexibility is

particularly beneficial, for example, when costing vehicles with low anticipated mileage less than identical

vehicles with high anticipated mileage – charging based on anticipated usages rather than a fixed costing

blanket.

Methods include:

Fleet reviews, vehicle assortment and allocation for optimal operation

Policy advice, and scheme development that reflect proactive development of an outsourced

solution whilst reducing administrative or internal resources

Mileage and timeframe reviews, staff vehicle transfers, and strategy which impacts company

savings


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3.8 Our Clients

4.

MANAGED TRANSPORTATION 4.1 PREMIUM CHAUFFEUR SERVICES

Hertz proudly offer premium chauffeur services to corporate customers, executives, individuals and groups

with emphasis on maintaining the very best industry safety and quality standards. Our team specialises in

handling complex itineraries for customers who need pristine, personalised service from an organisation

they know they can trust. Quality, integrity, attention to detail and flexibility are at the heart of everything

we do.


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Hertz conduct regular scheduled checks on every vehicle to ensure the highest safety standards across the

entire fleet.

All vehicles undergo full manufacturer approved service schedules and preventative maintenance

40-point safety check on all vehicles prior to every dispatch

Rigorous safety checks on all tyres and brakes

Regular and scheduled driver shift timings to ensure the highest safety standards with drivers also

obtaining appropriate rest

A wide selection of vehicle choices is available including the following categories:

Business

7-seater

Four wheel drive standard/classic

Luxury

Optional services:

Kerb-side transfers

Baby seats

Customised packages for special events and VIP guests

4.2 EVENT MANAGEMENT

Hertz are a trusted name in the UAE for event solutions and transportation management. Having

established a solid reputation for delivering quality service, many of the team’s events and special projects

are the direct result of referrals from satisfied event organisers who have previously used Hertz services.

Hertz take great care to ensure the safety and quality of all aspects of their event solutions to provide

peace of mind to event organisers.

With experienced specialists on hand to consult on all elements of event transportation management,

Hertz offer bespoke services which can include:

Consultation between the parties to fully understand the full scope of the event

A full range of pristine vehicles including luxury cars, commercial vehicles, buses, 4x4’s and vans

from all leading manufacturers

24-hour chauffeur drive and VIP executive services

Fully trained, multilingual drivers

Logistics management with full capabilities for scheduling, logistics, manpower resources,

route planning and contingency development for large scale events

A continual driver training and evaluation programme encompassing a full assessment

and accreditation on safety and service capabilities

Regular and scheduled driver shift timings to ensure the highest safety standards with drivers alsoobtaining appropriate rest

Scheduled routine vehicle maintenance and servicing which features a 40-point safety check list,

frequent tyre pressure and tyre replacement policy

hertz corporate profile

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