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* Car Rental FAQ

Most common Frequently Asked Questions about car rentals - insurance, waivers, drivers licences, cross border crossing and many more.  

View the Top questions on car rental asked as well as our videos explaining car hire and certain concepts thereof.



Why should I book online?
Are there any special offers/discounts running at present?
What is included in my rental?
What will I need to pay for locally?
What will the make and the model of the vehicle be?
What is an international driver's licence and do I need one?
Can I still rent with endorsements on my licence?
I don't have my licence with me, can I collect my vehicle?
What are age restrictions?
Please explain what a voucher is and why I need one?
Can you fax me my rental voucher?
I've lost my booking number, how can I locate it?
What do I need to collect my vehicle from the rental agent?
Are additional extras available?
There is not a full pick up/drop off address for my rental?
How do I amend or change my website booking?
Why are flight numbers so important to provide to you?
How do I add flight details to my booking?

What is an out of hour's fee?
Can I pick up/drop off my vehicle at different locations?
How much is the security deposit I leave with the supplier?
How do I add additional or extra drivers to my booking?
I made a booking but have not received a confirmation/voucher?
Am I able to take a vehicle cross-border to another country?
Am I allowed to take your vehicles off-road driving?
If I book a child seat will this definitely be provided?
What is a fuel policy?
I returned with a full petrol tank, but have been charged?
Can I have a diesel vehicle?
How do I reduce the excess on the vehicle and can I take out additional insurances to reduce it?
Is there a way to cover insurance excess on vehicles?
What is Super Damage Excess Waiver?
What is super insurance?
How do I cancel my booking?
How do I contact you in the event of an emergency?

 
Why should I book online?
We search all rental companies and return to you with the best rates available.

Are there any special offers/discounts running at present?
All current offers are automatically returned in the booking engine search results.

What is included in my rental?
95% of Car Trawler's pricing is inclusive; please note though, that in some countries there are exclusions when you receive your quote. It will tell you what is included at the top of the quote page.

What will I need to pay for locally?
You will need to pay the balance of rental per your voucher and any additional extras.

What will the make and the model of the vehicle be?
We cannot guarantee a specific model. Please click on a car type to view all vehicles in that group.

What is an international driver's licence and do I need one?
The International Driving Licence (IDL) is recognised worldwide as a valuable document that identifies its holder as a licensed driver when your licence is not in the same language as the country in which you are driving. You must also produce a National Driver's Licence with this licence; otherwise it will not be accepted.

Can I still rent with endorsements on my licence?
If your endorsement is for a minor speeding offence or a red light offence there is generally no problem, once you have a credit card and are above 28 years of age. However, any drink driving or insurance endorsements will not be accepted and the rental will be refused.

I don't have my licence with me, can I collect my vehicle?
No vehicle will be released without an original drivers licence. You will need to contact the rental agency directly if you only have a faxed copy, as you will need to discuss it with them. Staff at the rental counter will not usually accept a photocopy.

What are age restrictions?
Age restrictions are set by the rental companies. This means that for insurance purposes the rental company may have a limit on the minimum or maximum age of the driver they can rent to. All age restrictions will be in the terms and conditions of each rental. Some companies also have a young or seniors driver's fee for specific age groups.

Please explain what a voucher is and why I need one?
Your vehicle rental voucher is a document, which the supplier of your rental vehicle requires as proof of the previously agreed rate. It is imperative that you have it in your possession. If you do not produce your voucher at the time of collection the vehicle rental partner may ask you to pay more or refuse you your' rental. If you do not produce your' voucher details at the rental counter we cannot accept any appeal for a refund.

Can you fax me my rental voucher?
Sorry, we can only e-mail all our vouchers.

I've lost my booking number, how can I locate it?
If you log in to the booking section of our support help centre and enter your e-mail address and state your issue, we will resend your voucher.

What do I need to collect my vehicle from the rental agent?
Upon collection of your vehicle the lead driver must produce the rental voucher, a valid credit card and their drivers' licence. Please note that all additional drivers must produce their driving licence.

Are additional extras available?
Additional extras are available. Some of these can be requested whilst booking your vehicle online. When you have selected the vehicle you want from the check out page it will present you the options available and the price. These are payable at the rental counter but cannot be guaranteed.

There is not a full pick up/drop off address for my rental?
The booking engine will contain only the basic booking itinerary details. However your full booking details will appear on your vehicle Rental Voucher.

How do I amend or change my website booking?
Please logon on to our Help & Support section and click on Online Support, enter your Reference number and email address and submit a ticket with the amended times and dates and we will change them for you.

Why are flight numbers so important to provide to you?
If we do not have the correct flight details agents will not wait at the rental counter for you. If you have missed a flight or it is cancelled, please contact the rental agent directly as we cannot change any booking that commences within 24hrs. No responsibility can be accepted or compensation allowed for a failed rental due to the wrong flight details. The information you have given us is on your rental voucher.

How do I add flight details to my booking?
Please e-mail the agent directly with your details. The e-mail address is on your voucher.

What is an out of hour's fee?
If the supplier decides to open a location outside of its regular hours to provide a vehicle for you, then they will usually charge a fee for doing this - this is called an out of hours. This fee covers the cost of staffing the location and is payable locally when collecting the vehicle.

Can I pick up/drop off my vehicle at different locations?
One way rentals are possible. They are incorporated into the booking process. If the booking engine does not offer a rate, unfortunately one way rental is not available. Unfortunately we can not presently provide one way rentals. You may contact the rental agent directly - details are supplied on the voucher you have received.

How much is the security deposit I leave with the supplier?
Deposits vary for all vehicles. Please check the rental conditions on the quote page or your voucher to see the amount of the liability. A valid card in the name of the lead driver is required at the time of collection and will act as a deposit.

How do I add additional or extra drivers to my booking?
Additional drivers can be added on arrival at the rental office. All additional drivers must be present at the rental counter with their own drivers licence at time of rental, to sign the rental agreement. Once the booking is made the voucher should list the additional drivers in the extras section.

I made a booking but have not received a confirmation/voucher?
To ensure that you receive your e-confirmation and link to your voucher you are required to add noreply@CarTrawler.com to your address book. This will prevent your e-mail account from filtering out your e-mail confirmation and voucher as junk or spam mail.

Am I able to take a vehicle cross-border to another country?
When you generate your quote you may view the cross-border policy in the rental conditions. If you have already booked your vehicle please contact the rental agent directly, as sometimes only certain vehicles have the cross-border privilege.

Am I allowed to take your vehicles off-road driving?
No, this is never allowed - unless you specifically booked a 4x4 off-road vehicle.

If I book a child seat will this definitely be provided?
Child seats are mandatory in most countries and must be requested at the time of booking. Although instructions will be provided you will be required to fit the child seat yourself. For older children, it is recommended that you take your own booster seats. All child seats are on a request basis only. If requested and confirmed by the supplier at least 7 days prior to departure these will be guaranteed.

How do I request Satellite Navigation (SAT NAV) or GPS?
Please logon on to our Help & Support section and click on Online Support, enter your Reference number and email address and submit a ticket requesting GPS or SAT NAV and we will request it for you with the supplier.

If you've not yet booked a car, please select the GPS from the list of additional items to be added.

What is a fuel policy?
At the booking stage of the online process (stage 3, after you have selected which car you wish to rent), there is a sub-heading of "important information" - under this section you can locate the fuel conditions for the specific car rental partner that will provide your car. In general, most car rental partners will provide a full tank of fuel at the start of the rental (for which a deposit is payable) and this will be refunded as long as you also return the car with a full tank.

I returned with a full petrol tank, but have been charged?
Where a deposit for fuel is payable locally, it will usually be refunded if the vehicle is returned with a full tank. If the tank is not returned full, our local vehicle rental partner will charge for fuel at its prevailing rate. They may also levy a refuelling charge.

Whilst this policy applies to most suppliers and locations, they do vary sometimes, so you should check your CarTrawler confirmation voucher, where the policy relating to your specific rental will be detailed.

Can I have a diesel vehicle?
We do not guarantee specific fuels in vehicles - but, please note that some vehicles are diesel - this is shown on the quotes page. Unless the vehicle is shown to be diesel then a diesel vehicle cannot be requested. We suggest that, when you collect your vehicle, you ask the supplier if they have any diesel vehicles available within the category of vehicle type you have booked.

How do I reduce the excess on the vehicle and can I take out additional insurances to reduce it?
You can purchase additional insurances to reduce the excess on the vehicle. This can be done at the rental office on arrival. If you choose not to purchase additional insurances a pre-authorisation is required. This pre- authorisation is taken from your credit card. Please see your terms & conditions for further details.

Is there a way to cover insurance excess on vehicles?
All agents offer upgrades in insurance to reduce your insurance liability. Please see rental conditions for specific rates for specific vehicles.

What is Super Damage Excess Waiver?
When you arrive to collect your vehicle, you will be required to leave a deposit to the value of any insurance excess (see rental conditions relevant to specific vehicles, for an exact figure). SDW does not cover damage to wheels, tyres, windows, the roof, the underside, the interior of the vehicle, towing charges or damage caused willfully or recklessly. You may, therefore, be liable for the cost of this damage.

What is super insurance?
You can purchase additional insurances or "Super Insurance" to reduce the excess on the vehicle to zero. This can be done at the rental office on arrival.

How do I cancel my booking?
To cancel a booking please logon on to our Help & Support section and click on Cancel Reservation, enter your Reference number and email address and submit a ticket with the request for cancellation.

How do I contact you in the event of an emergency?
Please note that CarTrawler cannot help you if you have a problem during your rental period. You must contact the car rental company from whom you obtained the vehicle directly - all details will have been given to you at the rental counter.
 
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