What system is Avis required to develop and implement to ensure effective communication with customers at the Detroit Airport, according to the agreement regarding Budget?
Budget Franchise · 2025 FDDAnswer from 2025 FDD Document
- Avis currently provides a direct telephone connection between the Airport terminal and its service center that customers, including its customers who use wheelchairs, may use to request delivery of their cars and to otherwise transact business with Avis; however no direct TDD service is provided. Avis acknowledges that, pursuant to 42 U.S.C. § 12182 (b) (2) (A) (iii), 28 C.F.R. § 36.303 (c), it has the obligation to ensure effective communication with individuals with disabilities. The Department has informed Avis that its present method of communicating with the public at the Airport terminal does not ensure effective communication with individuals who are deaf, hard of hearing, or otherwise unable to communicate by telephone. Avis hereby agrees to develop and implement a system for providing effective communication with its customers at the Detroit Airport. The system must be in operation by the date that is six months from the Effective Date of this Agreement. At a minimum, Avis shall install appropriate signage directing individuals to the location of airport TDD's and ensure that TDD's and trained personnel are available to respond to calls from the airport terminal to its Detroit rental car facility. Any proposed system must receive the prior written approval of the Department, which approval shall not be unreasonably withheld or delayed.
Source: Item 23 — RECEIPTS (FDD pages 80–426)
What This Means (2025 FDD)
According to Budget's 2025 Franchise Disclosure Document, Avis, Budget's parent company, is required to develop and implement a system to ensure effective communication with customers at the Detroit Airport, particularly those with disabilities. This requirement stems from an agreement with the Department regarding compliance with the Americans with Disabilities Act (ADA). The system must be operational within six months of the agreement's effective date.
The core of this system involves installing appropriate signage directing individuals to the location of airport Telecommunications Devices for the Deaf (TDDs). Additionally, Avis must ensure that TDDs and trained personnel are available to respond to calls from the airport terminal to its Detroit rental car facility. This ensures that individuals who are deaf, hard of hearing, or otherwise unable to communicate by telephone can effectively conduct business with Avis.
Any proposed system for effective communication must receive prior written approval from the Department, although such approval cannot be unreasonably withheld or delayed. This stipulation ensures that the implemented system meets the necessary standards for accessibility and effective communication, while also preventing undue delays in the implementation process. For a Budget franchisee, this highlights the importance of adhering to ADA guidelines and maintaining open communication with regulatory bodies to ensure compliance and avoid potential legal issues.