As holiday season approaches, as does the time for you to book your car hire. For some people, this is a regular occurrence which happens more than once a year. For others, this may be your first time. To help all our customers understand the options on offer and have an enjoyable time with your hire car, we’ve compiled a list of the top car hire queries and issues for our Complete Guide to Car Hire. For anything we’ve not covered here, please see our FAQs or get in touch.
Part 1 can be found on our blog here, and Part 2 here. Part 4 will follow over the coming days. Download the full PDF guide here.
Photo by: nmcandre/Adobe Stock
I’m going to be late collecting my car, will the supplier wait for me?
If you will no longer be collecting your car at the time you have booked, you need to let us know immediately. Don’t assume that the supplier will hang around for you, even if you have provided your flight number. The supplier may not be able to track flights, especially in peak season. If they are not aware that you are delayed, they will mark you down as a “no show” and may refuse you the car when you arrive, or charge you extra.
You also need to be aware that if you arrive outside the normal office hours of the supplier due to a delay, even if you haven’t requested an out of hours’ collection, you will have to pay the surcharge on collection. This out of hours’ fee covers the time required for the supplier’s representative to stay and complete the handover of the vehicle.
What do I do on arrival? How do I collect my hire car?
Depending on where you are collecting your hire car from, and what supplier you have booked with, the collection procedures will vary. We covered the different types of collection policies in a previous blog here. We’ve also weighed up the pros and cons for collecting both on-site and off-site. Before placing your booking, check what options are available to you and decide which best suits you. If you’re travelling with 5 suitcases and 3 small children, taking a shuttle bus to a depot may not be your best option if you can collect the car from the airport car park.
Surveying the vehicle
Always make sure you dedicate enough time to surveying the vehicle before you drive away from the supplier. It’s vital that you ensure the supplier’s representative has an accurate record of any pre-existing damage to the vehicle. You don’t want to have to pay out or process an insurance claim for damage you didn’t cause. Take the time to take photos of pre-existing damage so you have evidence if it’s called into question later.
You should also photograph the fuel gauge of the vehicle on collection so you have a record of the level of fuel that was provided in the vehicle. This is particularly important if the fuel policy for the vehicle is ‘return with same amount’. It will be useful to have a record of what the fuel gauge should read when you return the vehicle. You should also check what amount of fuel has been recorded on the rental agreement to ensure it tallies with the gauge. If it doesn’t, query this with the supplier and ask them to amend it.
It’s at this time that you also get the chance to ask any questions about the vehicle or clear up any other issues so use this time to your advantage.
Follow these tips if you’re collecting your car in the dark.
Two common issues that get raised, especially in the summer months when the air is dry and dusty, are dirty windscreens and empty windscreen washer bottles. Check the condition of the windscreen before you drive away from the supplier. If it’s smeary and dirty, ask the supplier to clean it. Check that the washers work and have a look at the washer bottles under the bonnet. Again, ask the supplier to rectify any issues. If they refuse to comply, contact us at the time and we can liaise with them on your behalf.
Photo by: Photographee.eu/Adobe Stock
The vehicle the supplier has given me isn’t the one I booked – what do I do?
When making a car hire booking, you’re booking a category of vehicle rather than a specific make or model. The vehicle image shown is representative of the category you’re booking and the vehicle you receive on collection should be of the same size and specification as the one shown. If you feel the vehicle you receive isn’t in the same category you booked, query this with the supplier. If you’re unsatisfied by their answer, call us before driving away and we’ll be able to assist you.
I think there was an extra charge on the rental agreement when I signed it- can I get this refunded?
We always recommend that you take adequate time to read through the paperwork to be sure of what you’re signing acknowledgement of.
The most common extra charge that people sign for is additional insurance. If you’ve taken out our top-up insurance before travelling, any local insurance is unnecessary. Any charges for additional insurance cannot be refunded after a booking has taken place. If you’ve signed and accepted an additional product, we need to be contacted at the time of collection so we can liaise with the supplier to reverse this additional charge.
If there are any unexplained charges on your rental agreement, query these before signing. If you’re not happy with the explanation provided by the supplier then contact us before you sign the paperwork.
We appreciate that after a long flight, especially if there’s been delays or complications, the last thing you want to do is focus on small print terms. Unfortunately, if you want to protect yourself from unnecessary charges, the rental agreement needs your attention.
Get our complete guide to car hire
Part 4 of our guide will be published on our blog over the coming days. Visit Part 1 here and Part 2 here. Download the full PDF guide here.
Other articles that may be of interest:
Hidden Fees: What are the Real Car Hire Costs?
The Ultimate Guide to Car Hire Sizes
The Ultimate Guide to Car Hire Insurance
If you can’t find the answer to your query, please see our FAQs or get in touch.
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