Avis eats crow, but this had nothing to do with insufficient ID.
They did apologize for the lack of cohesion. I still think their repsonse on FB yesterday was bad. The ending crushed any goodwill thoughts. Should have right off taken the blame for the lack of consistency in individual offices and company wide causing confusion. That might have stifled the deluge that followed. It was confusion of previous visits without passport that caused the individual’s angst. In two days, why all the sudden (from his experience) was his passport needed when it wasn’t before? He could have been less upset but AVIS still caused the problem. I can’t imagine what is so hard with a company having a clear policy and communicating that to it’s employees and customers. They admitted their lack of it (crow eat) .