How can I get a quotation?
You can get a quotation online or alternatively you can contact us,
we will be happy to search the market for you and find the best price
possible for your specific requirements.
Can I change the fuel policy?
The fuel policy is set by the rental provider. The policy is viewable
prior to booking in the "Important information" section. Also the policy
is clearly stated on your rental voucher.
Where can I check the Terms and Conditions of the rental on the web
site?
When you are making your booking you must confirm that you have read
and agreed to the Terms and Conditions of rental. You can view the Terms
and Conditions at this point.
Where can I find directions to locate the rental agent at the pickup
location?
The details for the rental agent are available on your rental voucher.
This will also include a phone number for the agent.
What is the name of the car rental agent that will supply me with
the car?
This can be found once the booking is confirmed and is provided in the
confirmation email.
Is the agent located in the airport?
If you have selected an airport location at time of booking then your
agent will be located either in the terminal hall or close to it. Some
agents offer a meet and greet if they are not located inside the terminal.
The location of your agent is clearly stated on your rental voucher.
Can I drop off the car earlier than it is stated on my voucher? Do
I get a refund for unused days?
You can drop the vehicle off early, however, there is no refund for
any unused days.
Is there an out of hour's fee?
Yes, an out of hours fee may be applicable if a car rental agent agrees
to stay open outside of their normal hours of business in order to service
your rental pick up. This fee will be reflected in the price.
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 "Important information" 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 "Important information" 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 "Important information"
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 "Important information" 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 booking.
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 counterpart
licenses?
UK license holders must present both the photo card and its papers counterpart
at time of rental. This is detailed in your rental voucher.
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 "Important information"
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 provider.
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 "Important
information" 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 (Garmin nuvi).
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 immediately.
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 ?
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?
Please go to the
Manage Booking page on the Cartrawler website.
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 prevent
fraud.
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 contact us.
I have lost my rental voucher. How do I get a new one?
Please go to the
Manage Booking page on the Cartrawler website.
What can I do if 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 spam filter.
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 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 voucher.
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.
How do I add flight details to my reservation?
The easiest way to add flight details to your booking is to go to the
Manage Booking page on the Cartrawler website.
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
when booking.
I have requested a child seat, is this guaranteed?
Child seats are mandatory in most countries, therefore, by requesting
them in advance during 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.
How do I add additional extras to my booking?
The quickest and easiest way to request optional extras is to prebook
them in advance during 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.
When will I receive my refund?
If you have recently submitted a claim for a refund, please be patient.
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 contact us directly. Please attach any supporting
documents (rental agreement, final invoice).
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 contact us directly.
Please attach any supporting documents (rental agreement, final invoice).
How do I make a claim for Mondial Excess Reimbursement if I need
to?
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 rental
desk?
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.