Do I have to pay extra if I want to drop off the car early in
the morning/late at night?
If you wish to pick up/drop off the rental vehicle outside the
normal opening hours of the rental agent you may have to pay an
additional charge. This fee will be reflected in the price.
Is there a one way fee?
A one way service is usually available if you wish to drop the
vehicle off at a different location to the one you collected your
rental vehicle from, however, a fee normally applies due to the
logistics of getting the car back to its original location.
Can I drop the car off at a different location?
Dropping your car off at a different location is normally
possible. Usually there is a fee for this to cover the logistics
of returning the car to its original location. This fee will be
reflected in the price.
Can I drive the vehicle to another country?
This will depend on the car rental agent you are renting from and
what their cross border travel restrictions are. Information is
available prior to booking in the Terms and Conditions section. Also
information is clearly stated on your rental voucher.
Are there any additional costs for the cross border travel?
Cross border travel fees vary from country to country. Please
check with the car rental agent on arrival as restrictions and
charges may apply.
Can I rent a car if I'm under 25 or over 75?
Most car rental agents have a minimum age limit of 21 years
and a maximum age of 99 years. However, some car rental agents
apply different age restrictions. Please note that there may be additional charges if the main driver is under 25 or over 75 years old to cover the extra insurance cost. Age restrictions
and additional charges can
be viewed prior to booking in the Terms and Conditions section.
If the mileage is limited, how many km can I do per day and
what happens if I do more?
The details of the mileage policy may vary depending on the rental
provider and the country of rental, however, the information on
the mileage policy is available prior to booking in the Terms and Conditions section. Also the policy is clearly stated on your
rental voucher. If you do go over your allowed mileage you are
charged a fee for each additional kilometre that you exceed.
Do I have a limit on the miles that I travel during my rental?
Normally your rental will have an unlimited mileage policy,
however, in some instances there may be restrictions. You are
always advised of your mileage policy before you book your
vehicle. This is found via the Terms and Conditions link when
choosing your car. If you have a confirmed booking the mileage
policy is clearly stated on your rental voucher.
Do I need another form of ID?
You may be requested to provide another form of ID with proof of
your address, however, this varies between rental agents. Please
refer to your rental voucher.
Can I use my debit card to release the vehicle?
In most cases you must provide a valid credit card in the driver's
name when you are picking up your vehicle. Debit cards are not
accepted. However, some rental agents will accept a debit card if
you choose to opt for excess reduction insurance at the rental
desk. You can use your debit card online when you are making your
What credit cards are accepted by the rental agent?
The following credit cards are usually accepted when collecting
your vehicle: American Express, Diners Club, Master Card and Visa,
however, please check your rental voucher as these may vary.
I am from the UK, do I need both photo card and paper
UK license holders must present both the photo card and its papers
counterpart at time of rental. This is detailed in your rental
What is the fuel policy?
The fuel policy is dependent on the car rental agent. The fuel
policy is available prior to booking in the Terms and Conditions
section. Also information is clearly stated on your rental voucher.
Normally car rental agents will provide a full tank of fuel when
you are collecting your vehicle and will ask you to have a full
tank of fuel when returning the vehicle. A fuel deposit is payable
when collecting. Alternatively, you might be requested to pay for
the tank of fuel upon collection and you can return the car with
an empty tank.
How much is the fuel deposit?
The fuel deposit on your rental is set by the rental agent who is
providing your vehicle. We advise contacting the rental provider
using the contact details which can be found on your rental
voucher for further details.
What is the price for one tank of petrol?
The fuel price is a charge that sits outside the price of your
basic rental. This charge and its value is set by the rental
What does pick up full return empty mean?
This type of fuel policy means that you will pick up your vehicle
with a full tank of petrol and will be required to return the
vehicle with the petrol tank empty. Charges for fuel are payable
at the rental location when you collect your vehicle.
Where do I pay for fuel?
If your fuel policy requires you to pay for the fuel of the
vehicle then this will be done at the rental desk when you are
collecting your car. The fuel policy is available prior to booking
in the Terms and Conditions section. Also information is clearly stated
on your rental voucher.
What is breakdown assistance?
Breakdown assistance is provided by the rental provider so you
will need to contact them directly to report any mechanical
failures. You can obtain further information regarding the terms
of the cover from the rental provider.
What is the difference between the Gold and Platinum Package?
Gold package includes additional driver, airport fee, breakdown
assistance, fuel, unlimited mileage, other fees, tax, collision
damage waiver, theft waiver and third party liability protection.
Platinum package includes unlimited mileage, loss/collision damage
waiver, supplemental liability insurance, uninsured motorist
protection, all taxes and airport and local fees, all additional
drivers charges, initial tank of petrol, GPS satellite navigation
Why have two amounts been blocked from my credit card?
Your card is pre-authorised at time of booking for the amount of
the deposit. This is not debited from your card until your rental
is confirmed with one of the rental agents. In the event your
rental is not available you will be contacted to offer you the
alternatives available. A new pre authorisation is made for that
booking. The initial pre authorisation will be immediately
released back to your card automatically.
What steps can I take if the vehicle is not up to the
standard/in the condition I expect?
If you feel that the vehicle is not up to the standard that you
expect you need to raise this directly with the rental agent
Can I drop off the car earlier than it is stated on my voucher?
Do I get a refund for unused days?
You would normally be able to drop the car off earlier than stated
on your voucher, however, a refund is not available for any unused
days or for early return. Please contact the car rental agent for
details if you are planning to return the vehicle early.
Can I extend my rental while my rental is in progress?
This may be possible by requesting this extension directly with
your car rental agent. If they have availability they will
normally be happy for you to keep the vehicle a little longer.
There will be an additional cost to this and this is paid directly
to the car rental provider.
What is your cancellation policy?
If the booking is cancelled within 7 days of the car rental
booking date and at least 48 hours before pick up time, all funds
will be reimbursed. If the booking is cancelled outside 7 days of
the car rental booking date and at least 48 hours before the
pickup time, all funds except a cancellation fee of EUR 25.0 and
the card processing fee (where applicable) will be reimbursed. If
the booking is cancelled less than 48 hours before the pickup
time, no funds will be reimbursed.
What is the name of the car rental agent, which I hired a car
This can be found once the booking is confirmed and is provided in
the confirmation email and on the voucher.
What does it mean that my booking was provisionally confirmed?
If you receive information that your booking has been
provisionally confirmed, this means that there was some difficulty
when trying to charge the card you provided. This might be due to
putting incorrect card details, insufficient funds on your card,
your bank not authorising the transaction due to a limit on the
card etc. A representative will call you shortly to reprocess
transaction. In the mean time the reservation is provisionally
confirmed for you until the transaction is processed again.
Why can't I cancel my reservation online?
If you are having problems cancelling your reservation online,
please ring the number on your rental voucher and a travel advisor
will be able to assist you.
Can I cancel the booking with the car rental agency directly?
Please do not cancel your booking with the car rental agent
directly as additional fees may apply.
How can I cancel my booking?
If you wish to cancel a booking, please visit the Booking
Why is my reservation not available? I paid a deposit
When you make your initial booking request your card is never
debited. However, a pre-authorisation is placed on your card for
the required deposit amount. In the event that your vehicle cannot
be secured, these funds will be released back onto your card
immediately. An advisor will be in touch before hand to discuss
the alternative options available.
I received an email from a fraud agent/fraud department? What
should I do?
The Fraud Department protects your personal information against
unauthorized access and disclosure. In some cases you may be
approached by the Fraud Department with a security check if there
is any inconsistency in your booking details/history.
What's the security level on your website?
The entire booking process, from entering your details to
processing the payment, takes place in a secure environment
(VeriSign secured). All data is treated as an asset that must be
protected and lots of tools are used (encryption, physical
security, etc.) to protect your personal information against
unauthorized access and disclosure. Please note that that this
booking engine may contain links to resources located on servers
or websites operated by third parties that may not be secure. You
will need to use your own discretion when communicating and
utilizing services from these other websites or servers.
What is a security check?
This is a random security check that is carried out to try and
What does it mean my booking is 'On Request'?
When advised that a vehicle is on request, this likely means that
your specific vehicle category may be limited and availability
must be verified with the rental agent. In this case you will be
contacted within 48 hours to advise if this vehicle is available.
Can I cancel my on request reservation?
Yes, you can cancel your on request reservation free of charge.
Do I need to present the voucher to collect my car?
Yes, this is a requirement and is extremely important. Failure to
present the voucher could result in additional costs for your
rental. If you need a new voucher or you have lost your voucher,
please visit the Booking
I have lost my rental voucher and need a new one?
Please visit the Booking
I have not received my rental voucher?
Your voucher is automatically emailed to you as soon as your
rental is confirmed. If you haven't received it please check your
How do I print off my voucher?
Please visit the Booking
What happens if I don't print off the voucher?
You need to present a printed form of your voucher at the rental
desk. If no voucher is presented you could be charged at a higher
rate for your rental.
What is the rental voucher?
The rental voucher is a summary of all details relating to this
booking and must be presented at the local rental desk.
What is a placement fee?
The placement fee is the first part of the rental price, payable
at the time of the booking, that facilitates making of the booking
with the car rental agent. This fee is payable to secure your
booking with the car rental provider and is a part of the total
price of your rental.
Where can I find the information about the payment details?
Throughout the booking process on Step 3 you will see a summary of
charges showing the total price of the rental and how much is
payable at the time of booking. Also a confirmation email with
payment confirmation is sent specifying how much is paid.
Where do I pick up my vehicle?
The address of your car rental agent will be clearly stated on
your voucher. If you are collecting the vehicle at an airport
location it will clearly show whether the rental provider is in
the terminal or not. Some rental providers offer a meet and greet
service and this information will be clearly stated on your rental
If I arrived late at the rental desk, would the car rental
agent keep the car for me?
There is no guarantee as the vehicle is reserved for the pick up
time you provided when making the booking.
What are the opening hours of the car rental agent?
The opening hours of the car rental agent can be found on the car
rental agent website.
What is the name of the car rental agent that will provide me
with the vehicle?
This can be found once the booking is confirmed and is provided on
the rental voucher.
What if my flight is delayed or cancelled?
If your flight is cancelled or delayed, please ring the number on
your rental voucher. A travel advisor will be able to assist.
I need to add flight details to my reservation
The easiest way to add flight details to your booking is to just
email your new details to email@example.com. The details to
your booking are added and a reply is sent to you to advise that
this has been done. Don't forget to add your reservation number in
the subject box of your email.
How can I add an additional driver?
This is quite easily done at time of vehicle collection. Just tell
the agent you wish to add this to your rental. The cost of this is
payable locally in the local currency. You can also request an
additional driver on step 3 of the booking process.
I have requested a child seat, is this guaranteed?
Child seats are mandatory in most countries, therefore, by
requesting them in advance on step 3 of the booking process they
will most likely be available. It is important to request these at
time of booking to secure the child seat. Please note that the
cost of the child seat is not included in the price and is payable
at the rental desk in the local currency.
I need to add additional extras to my booking
The quickest and easiest way to request optional extras is to
prebook them in advance on step 3 of the booking process. They can
also be purchased on arrival when you collect your car. Optional
extras are not included in the price and are payable at the rental
desk in the local currency.
How can I contact for customer service?
Please send an email to firstname.lastname@example.org
with your query.
When will I receive my refund?
If you have recently submitted a claim for a refund, please be
patieint. Customer care will be processing your request as quickly
as possible, however, this can take up to 20 working days. You
will be contacted shortly. While you are waiting for a reply there
is no need to resend your email. Progress is updated throughout
the investigation and you can view the status of your ticket by
clicking on the link provided in your emails.
What do I do if I do not receive my rental vehicle?
In the unlikely event that the rental agent didn't have a car
available for you at the desk, please send an email to email@example.com.
Please attach any supporting documents (rental agreement, final
If I have been overcharged who can I contact?
Please review the details on your rental voucher and check if you
accepted any optional extras at the rental desk (typically,
G.P.S., child seat, additional insurance etc.). These type of
charges are payable at the rental desk and would be additional to
the rental price on your voucher. However, if you feel you have
been overcharged, please send an email to firstname.lastname@example.org.
Please attach any supporting documents (rental agreement, final
How do I make a claim for Mondial Excess Reimbursement if I
All claims should be made directly with Mondial Insurance when you
arrive home from your trip. You will receive all the information
you need to make a claim shortly after purchasing your insurance.
In the event that there is damage to the vehicle during my
rental, what steps do I need to take? Who do I contact?
If there has been damage to the rental vehicle, please contact you
rental agent directly.
What steps do I take if I receive the wrong car category at the
Please bear in mind make or model of your rental vehicle cannot be
guaranteed. This means the car you receive may vary from the
example car shown during booking.
However, if you feel that the car you were offered is of lower
category than the car you booked, contact the 24 hour call centre
while you are at the rental desk and they may be able to help you
while you are there.