Airport Car Hire Network

Frequently Asked Questions

Can I make a booking without a credit card?

Yes, you can book with a debit card. However when you pick-up the car a credit card will be required for security. Sometimes rentals companies will not request a credit car providing you take out insurance with them. You will need to arrange this directly with them.

Are there additional charges?

Our rates are fully inclusive and additional charges that may arise are optional. For instance GPS, Child seats. out-of-hours pick-up/drop-off, border crossings and one-way rentals. Any additional charges will need to be paid directly at the rental desk in local currency This will be clearly stated in the Rental Conditions at the time of booking.

How much is the fuel?

The fuel policy is determined by the car rental agent and in most cases dependent on the rental duration. Please click Rental Conditions to see the amount for each car when you do a quote.

I haven't received my booking confirmation – what should I do?

Once you complete your booking, we will send you a confirmation of your reservation via email. If you haven't received the confirmation please check you spam folder and if it is not there please contact us for a replacement voucher. There is no fee for this.

Can I amend or cancel my booking?

To change or cancel your booking, please use our online portal.

What is excess?

Some companies have an excess on the insurance. The excess amount or 'deposit' depends on the car rental agent and the rented vehicle and will be released within 10-28 days after the rental, if there has been no damage to the vehicle. We also offer excess reimbursement insurance in association with Allianz Insurance which will allow you to claim for reimbursement in the event that you've been charged for collision damage.

Where are car rental agent desks?

For airport bookings this is normally in the airport terminal. The exact location of the car rental agent will be stated on the booking voucher which you will receive once your booking is confirmed. If the location is not suitable you can cancel

What documents are required when I pick up the hire car.

When picking up your hire car, please bring a valid credit card in the name of the driver, your international driver's licence, (if required) your domestic licence, as well as your booking voucher and any other forms of identification requested by the car rental agent. Please note that the required documents may vary from country to country. All necessary documents will be stated on the booking voucher which you will receive when you book.

I think I've been overcharged what can I do?

If you feel that you may have been overcharged by the car rental agent at the desk or after drop-off, please contact us and we will get back to you in a timely manner.

When will I have to pay for the rental?

There are a number of payment options available which will be clearly stated during the booking process.


Making A Booking

Can I choose a specific car rental agent?

We are confident that our prices will be better then booking directly, we display the logo of the car rental agent in all our quotes.

Can I book more then one car?

Yes you can. However as each rental will have a unique reference number you will need to make each booking separately

Can I rent a car if I'm under 25 or over 75?

Yes. Most car rental agents have a minimum age limit of 21 years for rentals, some as low as 19. However, requirements may vary depending on the car rental agent and destination country. 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. Any additional fee will be mentioned at the time of booking under Summary of Charges before you confirm the reservation.

Can I rent a car with a provisional driving licence?

No. you will need a full driving licence for at least a year. This will depend on the country and the agent please check the rental conditions for the car you wish to book

Why do I need to enter my flight details?

By providing your flight number, the car rental agent at the pick-up location will be informed about your arrival time and also about possible delays. This will help secure your reserved vehicle in case of a flight delay. Some agents only confirm a reservation if a flight number is provided. If this applies to your rental, we will contact you separately.

I haven't received my booking confirmation

Once you complete your booking, we will send you a confirmation of your reservation within 48 hours via email. Please check to see if the email accidentally went into your email spam folder. If you haven't received the confirmation email please contact us.

My booking status is “on request” – what does this mean?

99% of all our reservations are confirmed within minutes of booking. If this is a shortage of the type of vehicle you requested we will have to confirm the availability with the car rental agent. Once confirmed, we will send a booking confirmation. In cases where the requested vehicle is not available, we will contact you to advise you on other options., however, you can still decide to cancel your reservation free of cost at this stage via our online portal.

My booking status is “provisionally confirmed” – what does this mean?

If you receive information that your booking has been provisionally confirmed, this means that we experienced some difficulty trying to charge the card you provided. This might be due to you providing us with incorrect card details, having insufficient funds on your card, your bank not authorising the transaction due to a limit on the card etc. If your booking status is set to provisionally confirmed, we will contact you to reprocess the transaction and confirm your booking.

Can I make changes to my booking

Yes, you can easily change your booking details. You just need to file an amendment request on our online portal. Please note that amendments can take up to 48 hours to be processed, depending on the nature of the amendment. In some cases we might need to get in touch with you regarding your request, so please indicate a valid email address or phone number in the form. Depending on the nature of the changes you want to make, additional cost might occur, for example in cases where the date needs to be changed and we cannot offer the same price as originally quoted. For further information, you can also contact us via phone.


Making a Payment

When will I have to pay for the rental?

There are different payment options available which are clearly stated in the booking process: Book now, pay later – Pay a small deposit amount at the time of booking to secure the vehicle and pay the remaining balance closer to your pick-up date. Pay now – Pay a small deposit amount at the time of booking to secure the vehicle and pay the balance at the time of pick-up. Post-rental – Pay the full amount at the rental desk. This option is mainly available for rentals in the US and Australia.

Can I book without a credit card?

Yes. You can make a booking without a credit card. Note that, even if you choose to pay by debit card, you will have to provide a valid credit card in the driver's name at the time of pick-up since the rental agent requires a credit card for the take the rental deposit. Credit cards accepted for pick-up are MasterCard, Visa, and in some cases also American Express.

I haven't received the final rental invoice from the car rental agent

You should receive the final rental invoice as soon as you drop the rented vehicle off. If you haven't received the final invoice at drop-off, please contact the car rental agent directly. I received an email from your Fraud Department – what should I do?

The Fraud Department protects your personal information against unauthorised access and disclosure. We are working closely with law enforcement organisations to prevent online criminal activity and to ensure the security of our booking engine. In some cases you may be contacted by our Fraud Department regarding a security check if there is any inconsistency in your booking details/ history.

Should this happen, please contact us immediately in order to validate your details and process your transaction securely.

What is included?

Which costs are included in the rental price?

Included in the rental price are most of the time Collision Damage Waiver, Third Party Liability Protection, Tax, Airport Fee, Unlimited Mileage and Breakdown Assistance. Please note that the costs included may vary depending on the car rental agent and destination country. The car rental agent may also choose to ask you for a deposit or excess at the rental desk. Make sure to check the Rental Conditions at the time of booking.
about additional extras and insurance packages. Which additional charges could apply?

Please note that each car rental agent has its own policy on additional charges which will be clearly stated in the Rental Conditions at the time of booking. Generally, additional charges may be applied for: Out-of-hours pick-up/drop-off, Border crossing One-way rentals Young drivers or senior drivers Winter tyres Any additional charges will need to be paid directly at the rental desk in the local currency.
about optional extras.

How much do you charge for excess?

The excess amount depends on the car rental agent and the rented vehicle and it will be released within 10-28 days after the rental if there has been no damage. We offer excess reimbursement insurance in association with Allianz Insurance which will allow you to claim for reimbursement in the event that you have been charged for collision damage or theft. This excess reimbursement insurance can be purchased at the time of booking.

Are there extra charges for drop-off at a different location?

Yes. In most cases the car rental agent will charge an extra fee if you wish to return the vehicle at a different location. We will clearly state whether the one-way fee is included in the rental price or what additional cost may arise at the time of booking.

Are there extra charges for late drop-off?

If you wish to return your car outside the normal rental desk office hours, the car rental agent may choose to charge an extra 'out-of-hours fee'. We will clearly mention any additional charges at the time of booking.

Can I get a discount for returning the car earlier?

No. As per our Terms and Conditions we are unable to provide a refund for the unused days should you return the hired vehicle earlier than originally arranged.

Are there any cross-border charges?

The car rental agent may choose to charge you for cross-border travel. Any fees will need to be paid at the rental desk in local currency. We will state whether cross-border travel is allowed and in which countries at the time of booking under Rental Conditions. Are the additional charges for mileage?

Insurance

Is insurance included?

On most rentals yes, but it may have an excess

How can I reduce or remove the excess from my insurance?

We recommend purchasing the excess reimbursement insurance at the time of booking. Our partner Allianz Insurance offers a complete excess reimbursement insurance package which is up to 50% cheaper than what you would pay at the rental supplier's desk. The insurance cost and conditions will be displayed at the time of booking. What does the car rental insurance cover? In most cases, the Allianz excess reimbursement insurance package covers:

Car hire excess Accidental damage to windows, tyres, undercarriage, and roof

Rental car key cover

Personal Possessions

Further information as well as the exact costs covered can be found in the Excess Reimbursement Terms and Conditions at the time of booking

Please note that, regardless of your insurance, the car rental agent will block the excess amount on your credit card as a deposit. If you return the vehicle undamaged, the deposit will be released immediately. In the unfortunate event that the car is damaged during the rental, the agent will retain the deposit in order to cover the cost. If you have Allianz insurance, you will be reimbursed for the insured amount charged by the car rental agent.

Make sure you have sufficient funds on your credit card at the time of pick-up to cover the deposit. The excess amount can vary depending on the rental conditions but will be clearly stated in your rental voucher.

How do I make an insurance claim? All claims should be made directly with Allianz when you arrive back home from your trip. You will receive all documents and information needed to make a claim shortly after you purchase the insurance.

Fuel

How much will I need to pay for fuel?

The fuel policy is determined by the car rental agent and in most cases also dependent on the rental duration. There are different types of fuel policies and we will clearly state which one applies at the time of booking. The most common fuel policies are: Pick up full, return empty – This fuel policy type is applicable to rentals of a minimum of 4 days. Your vehicle will be supplied with a full tank of fuel and can be returned empty. On pick-up, the rental agent will charge you for a full tank of fuel. The price per litre charged by the rental agent may be higher than the price at the local service station. Fuel charges are payable at the rental counter. There is no refund for unused fuel. Pick up full, return full – This fuel policy type is applicable to rentals of 1 to 3 days. Your vehicle will be supplied with a full tank of fuel. To avoid incurring fuel charges you will need to return it full. You may be required to leave a fuel deposit reserved on your credit card that will be released when you return the car full. Missing fuel will be charged on your return. Please note that the price per litre charged by the rental agent may be significantly higher than the price at the local service station. Fuel charges are payable at the rental desk unless otherwise stated.

We recommend checking the policy details during the booking process under Rental Conditions to avoid unexpected charges.

Can I change the fuel policy?

Unfortunately this is not possible as the car rental agents determine their fuel policy individually.

I think I have been overcharged for fuel by the car rental agent

If you feel that you have been overcharged by the car rental agent at the rental desk or after drop-off, please contact us, so we can investigate your case.

Vehicle

Will I get the exact car model displayed during the booking?

During the booking process, we will display images of similar cars in the same category. Unfortunately, we cannot guarantee that the car rental agent will have the exact same model available. However, you are entitled to a vehicle in the same category, holding the same amount of passengers and with the same luggage capacity. If the car rental agent does not provide you with a car of the same category, you are entitled to a refund. For more information, please contact us. How do I find out about the luggage capacity of a vehicle?

The luggage capacity will be displayed at the time of booking with a symbol.

Can I request an automatic car?

Yes. When searching for a car, you can use our search filters on the left hand side and choose to display cars with 'Automatic Transmission' only. The specific transmission type will be displayed with a symbol at the time of booking. Please note that outside of the US and Canada, many car rental agents only have limited availability for automatic cars. My rental car was damaged at pick-up – what should I do?

If you notice that the reserved vehicle is damaged at pick-up, raise this issue with the car rental agent immediately and request an alternative. If the matter is not resolved, contact us so we can try and arrange a suitable substitute with the car rental agent. Any damages on the car might affect your excess if not addressed before the rental. My rental car was in a bad condition at pick-up – what should I do?

If the reserved vehicle is in a bad condition at pick-up, raise this issue with the car rental agent immediately and request an alternative. If the matter is not resolved, contact us so we can try and arrange a suitable substitute with the car rental agent.

Extras

Which optional extras are available?

The availability of optional extras depends on the car rental agent and can only be guaranteed if booked online. The following extras can be booked online: Additional driver

Booster seat / Child toddler seat / Infant child seat GPS – Satellite Navigational System

Other optional extras can be purchased at arrival. However, they are subject to availability and cannot be guaranteed: Winter tyres Roof rack Ski rack Snow chains

lease note that most of the optional extras are not included in the rental price and can be purchased at the time of booking or at the rental desk.

Where can I reserve an optional extra?

Some optional extras can be purchased online at the time of booking and some can only be purchased at the rental desk. To guarantee availability, always purchase the desired optional extra online where possible. When will I be charged for optional extras?

If you select optional extras at the time of booking, they will be added to the total price. However, if you choose to purchase optional extras at the rental desk, the agent will charge you at the rental desk in local currency. I reserved an optional extra but it was not available at pick-up – What should I do?

Paperwork

Which documents do I need to bring to the rental desk?

The rental voucher we will send you as part of the booking confirmation contains all documents required at the time of pick-up. In most cases, in order to release the reserved vehicle, you need to bring: Credit card in the name of the driver. Credit cards accepted for pick-up are MasterCard, Visa, and in most cases also American Express. Driving licence. Please note that only a full licence held for minimum of 1 year with no major endorsements will be accepted.
about requirements for driving licence Booking voucher. This will be sent to you within 48 hours after booking and must be printed out. Any other forms of identification requested by the car rental agent in their terms and conditions. Details can be found on your rental voucher.

Do I need an international driver's licence?

If your licence is not printed in the Roman alphabet (i.e. Arabic, Greek, Russian or Chinese) you will need to bring an international driving licence and your domestic licence. If you are renting abroad (outside the EU), an international drivers licence is usually required regardless of the alphabet. International driver's licences must be accompanied by the original domestic licence of the driver. UK licence holders need to present the photo card and the paper counterpart. Is it sufficient to present a copy of my driving licence?

No. A copy of your licence will not be accepted by the car rental agent. The original document will need to be presented at pick-up.

Refunds

What is your cancellation policy?

We offer a full refund if the booking is cancelled within 48 hours of booking. If the booking is cancelled after 48 hours but before the scheduled pick-up time, we will charge an administration fee of €20. If the booking is cancelled after the scheduled pick-up time, no funds will be reimbursed.

Please note that when cancelling your car rental reservation, you are personally responsible for cancelling the excess insurance you might have purchased together with the rental.

  • What information do you need in order to place the booking?

    In order to place a booking we will need your name, address, driver’s age, phone number, email address, flight number and credit card number.

  • What is included in the price?

    We normally include the following in our rates however this can change depending on which country you are traveling in. Collision Damage Waiver, Third Party Liability Protection, Tax, Airport Fee, Unlimited Millage and breakdown Assistance. This list may change and we advise you to check at time of booking what will be included in your rate. We clearly show this information when you are selecting your car and it’s specified under the "Rental Conditions" section. If you have a confirmed booking, all these details can be found on your rental conditions that we sent to you at time of booking

  • When will my reservation be confirmed?

    Over 99% of reservations are confirmed instantly. Automatic cars can take a few hours to confirm their availability

  • Can I order a specific make or model of the Car?

    The vehicle displayed and models listed are the most common vehicles used by each car rental partners. We cannot guarantee the make or model of the rental vehicle will be the same as the vehicle displayed on our website. However, when we say ‘or similar’ we can assure you that the vehicle you collect will be of a similar size and transmission of the car you selectd.

  • What are the ‘similar’ vehicles?

    Due to the amount of Car Rental suppliers we compare in order to find you the cheapest possible rental, it is impossible to guarantee a specific make and model of a car. When we say ‘or similar’ we can assure you that the vehicle you collect will be of a similar grade as your initial request. This will hold the same amount of passengers and have the same amount of space for your luggage. The transmission your select manual or automatic will also be guaranteed.

  • Will the car hire company a accept a debit card

    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 car rental companies will accept a debit card if you choose to opt for excess reduction insurance at the rental desk. You can however use your debit card online when you are making your booking.

  • Will the car rental desk be in the airport

    Car rentals desks are at the arrivals hall in Airport unless you choose offairport.. We will send you a voucher with the location details and contact details.

Go to top of page
Go to top of page