Customer service
How can we help?
Answers to questions that travelers ask, from the first search to the release of the deposit. If your question isn’t listed, let us know and we’ll include it.
Have you booked yet?
The questions change once you have a booking, so we split them.
I’m planning a trip
Payment and deposit
Credit cards, debit cards and holds.
1 question
Do I Need a Credit Card to Rent a Car?
Yes, at most rental companies. The desk places the security deposit on a physical credit card in the main driver's name, and debit or prepaid cards are usually turned down at pickup. Some providers allow pickup without a credit card under specific conditions.
Read the full answer: Do I Need a Credit Card to Rent a Car?
Driver requirements
Age, license and who can drive.
1 question
Is There a Minimum or Maximum Rental Age?
Yes. You can rent from 18, though some countries set a higher minimum, and most rental companies accept drivers up to 99. Drivers under 25, and from 65 with some providers, may pay an extra fee or see fewer cars; your search results show what applies to your age.
Read the full answer: Is There a Minimum or Maximum Rental Age?
Choosing the right car
Size, gearbox, 4x4 or electric.
1 question
Which Size of Car Do I Need?
Start with how many people and large suitcases you're bringing. Two people with regular luggage are usually fine in a compact, a family of four with suitcases fits better in a full-size car or station wagon, and groups of six or more need a minivan.
Read the full answer: Which Size of Car Do I Need?Not the answer you needed?
Ask us before you book
About a country, a rental company, a deposit or a document: send it through the contact form. You don’t need a booking, and there’s no ticket queue between you and us.
- Tell us the country, and your dates if you have them
- Add the driver’s age if it’s under 25 or over 70
I have a booking
A question about your booking?
If the answer isn’t in the topics below, send us the contact form with your booking reference.
Needs attention right away? Call one of the phone numbers on your booking voucher.
Cancelling
Free cancellation, deadlines and refunds.
1 question
How to Change or Cancel Your Rental Car Booking
You can often cancel for free up to 48 hours before pickup; the exact conditions are shown when you book. Closer to pickup a cancellation fee may apply, and a booking you don't collect is not refunded.
Read the full answer: How to Change or Cancel Your Rental Car Booking
Deposit
Why it’s held, how much, and when it comes back.
1 question
When Do I Get My Deposit Back?
In most cases, the rental company releases the deposit hold on your credit card within a few business days after you return the car. Depending on the provider and your bank, it can take up to several weeks before the full amount is available again.
Read the full answer: When Do I Get My Deposit Back?
Documents for pick-up
What to bring to the desk.
1 question
What Documents Do I Need to Bring?
Bring your driver's license, a passport or accepted ID card, a credit card in the main driver's name and your printed booking voucher. Every driver shows their own license, and some destinations or providers also ask for an International Driving Permit.
Read the full answer: What Documents Do I Need to Bring?
Picking up the car
Finding the desk, the inspection, and surprises.
4 questions
How Do I Find the Rental Desk?
Check your booking voucher for the rental office's instructions on how to find them. At airports, the desk is in the terminal, in a rental car center reached by shuttle or train, or off-site, where the provider's shuttle or a staff member picks you up.
Read the full answer: How Do I Find the Rental Desk?How Should I Check the Car Before I Drive Off?
Walk around the car with the rental agent, photograph any existing damage and have anything not yet listed added to the rental agreement. Check the windshield, tires, fuel level and mileage too, and save the agency's emergency number before you leave.
Read the full answer: How Should I Check the Car Before I Drive Off?When the Rental Desk Quotes a Different Price
Compare the amount with your booking. The rental price is already paid online, so the desk usually asks for the deposit hold, any costs your offer listed as payable at pickup, and optional extras you can decline.
Read the full answer: When the Rental Desk Quotes a Different PriceWhen the Car Isn't What You Booked
Point to the vehicle category on your booking voucher and ask for a car in that category or higher at no extra cost. A different model in the same category is normal; a smaller category isn't, and desks typically solve it with another car or a free upgrade.
Read the full answer: When the Car Isn't What You Booked
On the road
Breakdowns, accidents, tolls and borders.
3 questions
What to Do After an Accident or Damage
Check for injuries and call emergency services if needed, then call the police and the rental agency's emergency number. Photograph the scene, fill in an accident report form with the other driver, and don't admit fault or arrange repairs yourself.
Read the full answer: What to Do After an Accident or DamageWhat to Do When Your Rental Car Breaks Down
Turn on your hazard lights, move somewhere safe and place the warning triangle, then call the rental agency's emergency number on your rental agreement or key tag. Let the agency arrange towing and repairs; repairs it hasn't approved may not be reimbursed.
Read the full answer: What to Do When Your Rental Car Breaks DownCan I Take a Rental Car on a Ferry?
Only if the rental company allows it. Many don't, and those that do often require written permission, may charge a ferry fee and may not insure the car during the crossing. Leaving the car at the port and renting another at your destination is often simpler.
Read the full answer: Can I Take a Rental Car on a Ferry?
Returning the car
Fuel, timing and the final check.
2 questions
How Much Fuel Should I Return the Car With?
As much as your fuel policy requires. With full-to-full you return a full tank, with same-to-same the level you picked the car up with, and with full-to-empty any level, because you prepaid a full tank. Your policy is shown in the offer details and in your rental agreement.
Read the full answer: How Much Fuel Should I Return the Car With?What Should I Check Before I Leave the Car?
Before you hand over the keys, clear out your belongings, unpair your phone, refuel to the level your fuel policy requires and photograph the car and the fuel gauge. Then go through the inspection with the rental agent and ask for a written confirmation of the car's condition.
Read the full answer: What Should I Check Before I Leave the Car?Not the answer you needed?
Ask us about your booking
Use the contact form and add your booking reference. With it we see your offer, the terms and the rental company straight away, and can usually answer in one reply.
You find it at the top of your confirmation email.