I realize that large car rental companies, although having some corporate culture and guidelines, their independently-owned branches can be of varying quality. Well, they are. I'm not loyal to one car rental. Looking for the best deal in every location is, in my view, the right thing to do. At Toronto Airport, I guess I made the right decision choosing Avis. Again, not because I've been always happy with them. In many other locations I either picked another agency or was not very satisfied with Avis. Not so in Toronto. First of all, I got a free upgrade. While this is normal when renting a compact car (they often run out of them), I am used to the ritual of trying to sell the upgrade first - here they were very frank and explained that there are no more compact-size vehicles available and my upgrade is free. Then, on my way back I got stuck in traffic jam and returned the car 1 and 1/2 hour late. To my great surprise, I paid no late fee. The service was efficient and the attendant most polite.