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Hertz secretly changes its points expiry rules – and may have wiped out your balance

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There are two travel loyalty programmes which have shown, time and time again, that they don’t deserve your trust. One in Radisson Rewards – no-one was surprised when they devalued their points by 50%+ overnight in 2022.

The other is Hertz Gold Plus Rewards. There is something rather poetic about their latest move. Instead of devaluing points, it has simply wiped them out altogether for many members via a retrospective change to their expiry rules.

Historically Hertz Gold Plus Rewards required you to have rental activity on your account – earning or redeeming – every 18 months to avoid your points expiring. It used to be two years not so long ago and no-one seems to know when it changed to 18 months.

Hertz secretly changes its expiry rules

On 30th September, Hertz made a new change. It shortened the validity period of its points to 12 months.

If you have a Hertz Gold Plus Rewards balance you probably don’t know that this occured. I can’t find trace of anyone receiving notification either before or after the event.

What happened to your points on 30th September?

What happened on 30th September? Anyone who had zero activity on their Hertz Gold Plus Rewards account for the last 12 months had their points balance wiped out.

Here is a response provided by Hertz to the Australian Frequent Flyer website when challenged:

Hertz Gold Plus Rewards is all about rewarding our loyal Hertz customers. The more frequently a loyal member rents a car, the more points they earn – and the faster they reach upgraded loyalty tier status and enjoy enhanced benefits. To ensure that our program remains focused on rewarding loyalty, we reduced the inactivity rental period from 18 months to 12 months, effective September 30, 2023. As long as a member rents a car once in a rolling 12-month period, they continue to grow their points balance. If a member did not complete a rental with Hertz in the 12-month period prior to September 30, 2023, their previously accumulated points have expired.

So there you have it …. in order to remain ‘focused on rewarding loyalty’ your points may have been wiped!

Can you get your points back?

Looking at Flyertalk, it seems that some people have been able to get their expired points reinstated. However, there are two snags:

  • you need to provide Hertz with a screenshot of your previous balance (Award Wallet screenshots seem to work, or send an old e-statement)
  • you will need to complete a Hertz rental by 31st December to avoid your points being permanently expired

If you had some Hertz Gold Plus Rewards points and haven’t checked your balance in the last month, make sure that your points are still there.

The bottom line, though, is that I recommend taking airline miles instead of Hertz Gold Plus Rewards points – most logically via Virgin Flying Club or Avios in Qatar Privilege Club – and giving the Hertz scheme a miss. This has always been HfP policy because of how Hertz has behaved in the past, and has always turned out to be good advice.

How to get FREE car rental status and other benefits via UK credit cards

How to get FREE car rental status and other benefits via UK credit cards (December 2023)

If you hire a car in the UK, you can get special benefits (discounts, upgrades, free additional drivers etc) if you have elite status with a car rental programme. You can get elite status for free via certain American Express cards.

The Platinum Card and American Express Business Platinum

The Platinum Card from American Express and American Express Business Platinum come with two free car hire status cards. Your supplementary Platinum cardholder can also receive status in their own right.

SPECIAL OFFER: Until 9th January 2024, you will receive a huge 100,000 Membership Rewards points (convertible to 100,000 Avios) with The Platinum Card. You receive 75,000 points if you spend £10,000 in six months and a further 25,000 points if you hold the card for 15 months. You can apply here.

From Avis, you receive President’s Club status in Avis Preferred. This gets you up to 25% off standard rates, a free additional driver and a guaranteed one class upgrade. For weekend rentals you will receive a two class upgrade, subject to availability.

From Hertz, you receive ‘Five Star’ status in Hertz Gold Plus Rewards. This gets you up to 15% off standard rates, a free additional driver and a one class upgrade, subject to availability.

Hertz also offers Platinum cardholders a 4 hour grace period on rentals. Your final day is treated as 28 hours, so a 1pm pick up with a 5pm return the following day is only charged as one day, not two days. We wrote about the Hertz / Platinum 4 hour grace period here.

The Platinum Card also comes with full car hire insurance with no obligation to pay for the rental via American Express. You can refuse any attempts to sell you additional insurance at pick up. This benefit has substantial value if you rent on a regular basis.

You can find more details on the two Platinum cards, and apply, in our full reviews linked below. You can apply here for the personal card and here for the business card.

The Platinum Card from American Express

Crazy 100,000 points (TO 9th JANUARY) and a huge range of valuable benefits – for a fee Read our full review

American Express Business Platinum

40,000 points bonus and an annual £200 Amex Travel credit Read our full review

American Express Preferred Rewards Gold

American Express Preferred Rewards Gold is an excellent card in its own right. You receive 20,000 Membership Rewards points for signing up (convert to 20,000 Avios amongst other things), four airport lounge passes and £120 of Deliveroo credit. Even better, your first year is free.

SPECIAL OFFER: Until 9th January 2024, you will receive 30,000 Membership Rewards points (convertible to 30,000 Avios) with American Express Preferred Rewards Gold. You receive 25,000 points if you spend £3,000 in three months and a further 5,000 points if you hold the card for 15 months. You can apply here.

There are two car rental benefits:

  • you receive Preferred Plus status in Avis Preferred
  • you receive a special package with Hertz – 10% off best available rates at participating locations, a one class upgrade for rentals of 5 days or more, subject to availability, and no additional driver fees

Find out more about the benefits of American Express Preferred Rewards Gold in our review. You can apply here.

American Express Preferred Rewards Gold

Your best beginner’s card – 30,000 points (TO 9th JANUARY), FREE for a year & four airport ….. Read our full review

Comments (38)

This article is closed to new comments. Feel free to ask your question in the HfP forums.

  • Vasco says:

    They erased my points even though I had activity in September so they shouldn’t have expired regardless! I got them back after submitting a ticket though, wasn’t asked to provide anything.

  • David says:

    Since Rob mentioned 1k for Virgin thats what I’ve used last few goes.

    • apbj says:

      Bear in mind Hertz only credits to Virgin for refundable or flexible bookings. I had a couple of online rentals rejected before I worked that out. Neither Virgin nor Hertz were particularly helpful during the process.

  • Niall says:

    Agree with others, none of the big rental car companies are any good. There really is no point booking with any of them. I’ve always wondered why it isn’t worth it for any to do a good loyalty scheme with good benefits and service. I guess people don’t rent cars enough, and they already charge a premium that people are foolish enough to pay.

  • CarpalTravel says:

    I used to use Hertz regularly throughout the 2010’s, just a few blips (like stealthily applying additional extras + costs to my rentals) then one time in 2016 I was picking up my booked car from counter at Glasgow arirport and they advised that the booking I had only provided 3rd party insurance cover and that in the event of a write-off, I would be liable for the 25k value of the car. Of course they could sell me an upgrade to the insurance, only snag being it was going to more than double the rental cost!

    After arguing about how that could even be possible, or allowed and the guy being utterly unmoved by all my protestations, in disgust and through tiredness, I wrote off the money I’d already spent and walked the 10ft to the Europcar counter and got delt with by an excellent chap who had heard what was being said and took pity on me, sorting me a very nice 3-series beemer for a sensible price. Hertz can go swivel, I always advise people to steer well clear of the shysters. I now only use Europcar.

  • Paul says:

    This is yet another example of the lack of consumer protections in the U.K.

    It should not be possible for any programme to alter it terms or conditions, increase prices or change any aspect of the programme without giving the customer 3 months notice.

    Neither should it be possible to any fee in addition to those taxes legally required.

    The consumer is being taken for a ride. By car rental, airline , trains and just about every one else.

    • Lady London says:

      Especially on Hertz the best thing is to work for a major, preferably very major, corporate, most problems disappear then due to inclusions in corporate rates and ok pricing.

      You only have to check for previous damage to the car when you pick it up and ensure it’s on the rental form before you leave. ,Even for treasured corporate customers the rental companies are not giving.up that major source of revenue. Always keep the fuel receipt for the final fill before dropoff too – they try the not full tank om return trick particularly on corporate customers I suspect.

      • Chrisasaurus says:

        I have a rental at the moment from Hertz – the condition report sent morning of rental (nice touch and valued part of the Hertz proposition for balance) shows damage to the windscreen labelled as requiring replacement.

        Clearly not being replaced imminently given it’s been rented out to me, though I’m sure a renter prior has already our for the new one…

  • AndyGWP says:

    Once I’ve got Hertz points, am I correct in thinking that I’m stuck with them?

    (ie. I’ve had 1200+ points expire, I don’t have any bookings planned but if I can move them to a hotel / airline, I will go through the effort of recovering them) 🙂

    • Alan says:

      Not possible to move them after I’m afraid. I’d complain if you’ve lost some.

      My experience with Hertz has in fairness been decent to date, with ongoing President’s Circle for some reason and the 4h Amex grace period very handy. I’ve also made good use of points during peak periods for free rentals.

  • Quynh Bui says:

    They want me to submit a screenshot to prove the number of points I had but none of their receipts provides you with an updated points balance. It only shows you how many points you got for that specific rental. So irritating. Why would they not have this information?

This article is closed to new comments. Feel free to ask your question in the HfP forums.

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