My booking was confirmed but I can not find my voucher

Please enter your booking reference number and you will be able to print out a voucher

Is my booking confirmed?

Please enter your booking reference number and your details should appear.

The Voucher section said my booking was cancelled

What this means is that you or someone in your party have asked for your booking to be cancelled. If this is not correct please contact us.

I need to amend my booking

Please click on the Submit a ticket button on the next page and make sure you supply your booking reference.

I would like to amend the vehicle Group

I am sorry but it is not possible to change a vehicle group. Please make a new booking online, when this booking has been confirmed. Then cancel your first reservation

I would like to change the name on the booking

Please note there is no need to change the name on your booking. This can be done at the Agents rental counter.

I would like to change my flight details.

Please note if flight details change, pickup times can change the price of the rental. All rentals are based on 24hrs

I would like to have my vehicle delivered

Please note we can not organise any deliveries with Agents unless you have booked for a location that is called Hotel/Accomodation pickup. Please contact the Agent directly, details are on our voucher to try and organise this.

I want to cancel my booking

Enter the reservation id you received at the end of the booking process and the email address used during the booking process

I cannot return the car to where I want to on your booking engine

Unfortunately we do not have any suppliers at that location, please choose a nearby location from the list.

Do I need to show my personal credit card when I pick up the car?

To pick up a rental, the Driver of the vehicle must be able to produce a current credit card in their own name. It is possible to make a booking request for someone with your Credit Card and this will cover the booking deposit. However, upon pick up the driver must have a Credit Card in his or her name.

If you do not have a current valid Credit Card, you cannot pick up a Car Rental from any of our suppliers.

Do I need to show my Drivers Licence when I pick up the car?

For all Rentals the driver must have a full and valid Drivers Licence

Can I order Additional Extra's

Additional (optional) extra's vary from vehicle to vehicle - supplier to supplier because we display the cheapest rates for a specific supplier, there can be as many as 10 suppliers on any one quotation list. Hence, when you generate your quote if you click on the rental conditions for the specific vehicle you want to hire, it will give you details

Can I order a specific vehicle

Unfortunately, because we deal with over 200 suppliers world wide, we cannot guarantee the specific model of vehicle. We do guarantee that the vehicle you reserve will be the car you selected or a model that is equivalent in size and status.

Can I use my own insurance

Sorry, but all our rates include CDW and Theft Insurance. We can not offer discounts for credit card insurance as we only sell cars with insurance. There are no exceptions.

What is my liability if the vehicle is damaged?

Liabilities are specific to actual vehicles groups and agents.
Please read rental conditions against the specific vehicle you want on the quotation page and it will tell you exact details

I have been overcharged on the basic rental price

Please note that if rental extras were taken at the local office, this would have caused the basic rental price to vary. One-way rentals, additional extras such as insurance, special equipment etc. may have caused the rate to vary.
Please revert to the rental conditions, which were read and agreed to at the time of booking. A copy of the conditions is attached to your voucher.

I have been overcharged on the extras/fuel

Was the suppliers fuel policy followed? In many cases suppliers will charge a re- fuelling charge in addition to the cost of the fuel. Please revert to the rental conditions, which were read and agreed to at the time of booking.
For clarification of the charges please contact the local office directly as they will be able to swiftly resolve any queries that you may have in relation to charges. The local office contact information is provided on your voucher.

An unexplained charge has appeared on my credit card statement.

Was the car returned in accordance with the car rental agents fuel policy and free of damage? In many cases suppliers will charge a re-fuelling charge in addition to the cost of the fuel. Please revert to the rental conditions, which were read and agreed to at the time of booking.

Was the car returned as per the original reservation? All of our rentals are based on a 24 hours minimum charge. The majority of our suppliers allow a 1-hour grace period. If the car is returned after this time an extra day's charge will be incurred.

I have been charged for damage that I did not cause.

Please contact the local agent directly as unfortunately we cannot get involved in queries relating to damages. The contact telephone number is provided on your confirmation voucher.

The local office would not release the car until I paid a higher rate than specified on the voucher.

A pre-authorisation for the deductible/excess amount will be done on the credit card at the start of the hire. If you do not wish to leave a pre-authorisation there may be an option to purchase extra insurance. Please revert to the rental conditions, which were read and agreed to at the time of booking.
The pre-authorisation is generally released 7 Â– 10 working days after the hire is over, provided the car is returned in the same condition as when received and in accordance with the car rental agents fuel policy.

The local office had no record of booking and therefore I made alternative arrangements.

Was the confirmation voucher presented to the local agent on collection of the car? No refunds will be entertained unless agent received voucher from renter.

The local office had no record of booking and charged me local rates.

Was the confirmation voucher presented to the local agent on collection of the car? No refunds will be entertained unless agent received voucher from renter. We are not responsible for overcharges on rentals where the voucher was not presented to the local agent on collection of the vehicle.

I did not receive the car group I booked.

We cannot guarantee the specific model of vehicle. We do guarantee that the vehicle you receive will have the same specifications as originally booked. E.g. air-conditioning, automatic etc.

Many different models can fall within a car group. If a car is not available from the same grouping it is standard practice to be upgraded at no extra charge if the particular car group that you booked is not available.
If the car you received was a lower class of car than the one originally booked please submit a support ticket detailing exactly which car group you received, the price you paid and all other relevant information.

The local agent did not take the booking deposit into account and charged me again

The deposit is part of the overall total rental cost and is not refundable.
The amount due to agent before any extras were purchased is stated on your voucher, which must be presented in order to collect your car. We cannot be held responsible for overcharges whereby the voucher was not presented.

I have not received a copy invoice for my records.

Please contact the local office directly and they will be able to provide you with a copy invoice and breakdown of charges. The contact number is provided on your original voucher.

My rental was prepaid and I have been charged again.

The prepaid voucher includes only the basic rental price. Optional extras such as insurance, additional drivers and fuel are all payable locally on collection of the car.

The local office would not release the car to me.

The lead driver did not have a credit card in his or her own name.
Payment must be made by credit card in the lead drivers name on collection of the car. Please revert back to the rental conditions,which were agreed to at the time of booking. A copy of the rental conditions is attached to your voucher.
No refunds will be entertained whereby the rental conditions were not followed and our cancellation policy was not followed.

The local office would not release the car to me, as I do not have a full, clean licence free of endorsements.

A full licence (if a U.K. licence Â– both parts must be presented) must be presented free of endorsements on collection of the car. Please revert back to the rental conditions, which were agreed to at the time of booking. A copy of the rental conditions is attached to your voucher.

FAQ