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Whether you’re a seasoned car hire veteran or you’re jumping behind the wheel of your first hire car, it always helps to know exactly what to expect when you pick up the car. Your mileage may vary but we’ve put together a few of the things you can expect to come across and do when you collect your hire car. Since we only work with car hire providers we would vouch for, you can be sure that your experience will be a positive one.

Let’s go through what you can expect when you’re picking up your hire car, we’ll even cover some of the more unexpected bits


1. Finding your hire car provider

If you booked your car hire through us, you would have received a pre-paid voucher sent to your email address. This voucher is confirmation of your booking and has all the details you’ll need to find your car hire provider.  Once you land the directions on this voucher this should be enough to guide you straight to them. A lot of providers have desks right at the airport or very close by. Some even provide a regular shuttle bus service to pick you up and take you to them.

If you’re arriving by flight, be sure to check that we’ve got the correct flight number for you. This is helpful for allowing the car rental provider to track your flight and see if you’re delayed.

What if I can’t find the provider?

If you get a bit lost you can always give the car hire provider a call. Their number will be on your pre-paid voucher and they’ll be able to direct you straight to them. If for some reason you can’t get through to the provider, then you can give us a call. Our customer service team are super helpful but also they’re based in Norfolk. So they might not have the detailed knowledge of every airport for every car hire provider. This is why we recommend calling the car hire provider first if you get lost but we’re here if you need us.


2. Queuing

Queues are a part of being at the airport. Queues for your car hire aren’t guaranteed but they can happen when you travel at peak time. If you’re travelling to Faro in the summer for example, you can expect queues. We don’t love it either, but airports get busy and everyone needs to pick up their hire car.

The reasons for these queues a lot of the time is that the car rental providers need to take down all of your details, information like your driving license number and passport number. This can take a few minutes but the providers are working as quickly as they can get you going.

I’ve been waiting for ages!

We know it’s not ideal and it’s not how you want to start your holiday but most queues for car hire aren’t too long. The staff will always do their best to be helpful and appreciative of your patience. They know you don’t want to be queuing and they’ll try their best to get you moving as quickly as possible.


3. Once you’re at the desk

Once you’ve arrived at the desk, the rep will be helpful and friendly and walk you through the whole process. This process normally takes no longer than 10 minutes. The rep will need copies of your driving License and you’ll have to show them your pre-paid voucher. You would have received this via email shortly after you booked. This is just to confirm that you’re all paid up for the rental. If you requested any extras, like a child seat or a sat-nav, then you’ll need to pay for these at the desk too.

The rep is trying to sell me extra insurance or saying mine isn’t valid

If the rep tries to sell you extra insurance and you don’t want it, you can politely decline. When you take out our optional top-up insurance, you’re always covered. If the rep is persistent and says that they do not recognise our insurance, you can give us a call, it’s most likely a misunderstanding and we’ll help get it sorted.

We only work with providers who give great service and wouldn’t be persistent, but it’s better to know how to handle the situation should it come up.


4. The hire car

Once you’re all done at the desk, the rep will show you to your car or hand you the keys and give you directions. We know at this point you’re all excited to drive away but not yet there’s still a few things you need to do.

To ensure it all goes smoothly when you return the car, we recommend having a look over the car to check for any damage and take lots of photos. You can check for scuffs anywhere on the exterior, check for chips on the windscreen and marks on the tires. If you spot any damage that isn’t recorded be sure to take a photo of it and let the rep know if they’re with you. This is only a precaution, it helps you resolve any issues should the provider question damage when you return the car.

Car key collection

 

Before you drive off, be sure to also check the fuel gauge. If your fuel policy is same-same (you can find out if it is on your pre-paid voucher) be sure to take a picture of the fuel gauge and return the car with the same amount. The last thing is to check that you can work everything. Make sure you know how to use the wipers, the headlights and the sat nav. These are all little things you can do to make your rental experience that bit easier.

The car they’ve given me isn’t the same one I booked

This is normal, we can never guarantee an exact model of car. The rental car providers have to deal with so many changes at the last minute that promising a certain car isn’t possible. If you’re given a different car, it will be in the same group as the one you booked. So if you booked a Ford Focus but one isn’t available, you’ll get a car of similar size and capabilities.


Did something else unexpected happen?

If you get stuck or a bit confused at any point, give us a call. Our customer service team will be happy to help walk you through the process or just offer advice.


Luke

About the author: Luke

Luke’s passion for giving customers what they want is evident in his specialised consumer advice blogs. He’s always looking for the next piece of advice to give travellers.

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  • william forster 13 Aug 2018

    Used Zest before and a number of times when known as Economy car hire.
    Always good service.
    We did have a long wait to collect this time but there were a lot of people waiting for cars.
    The car was very good and no problems on return.

  • Steve reynolds 9 Aug 2018

    Thank you so much for this very useful update. We have been traveling to Faro for years and always use your company. Fair fuel policy and no excess are brilliant. Never feel stressed when picking up the car or returning because we follow your rules. Prefer the car from Masterkings if possible as we find them very friendly and professional.
    Keep up the good work and the competitive pricing.

  • David S 6 Aug 2018

    I’d like to offer a suggestion to help you should anything go wrong while you’re driving your hire car; Take a dashcam with you. They can be picked up for £15 and take very little space in your luggage but could be invaluable if you have an accident or similar problem.
    I took mine with me last time I went to Gran Canaria and it’s also really good to review the footage when you get home as a reminder of your holiday.

  • Keith Edward Hall 6 Aug 2018

    very good advice have had no problems over the years.

  • Mike Stapleton 6 Aug 2018

    A good reminder to save complacency, thank you. We use you quite a lot and it is usually plain sailing but reminders are always helpful.

  • David Walter Robertson 6 Aug 2018

    I am impressed with Zest your attention to detail with all valuable information. We are very experienced car hire people, mainly Faro as travel a few times a year. Believe we used you, before you changed your name.
    Usually use the provider Guerin as on the airport and no mandatory fee from car park providers and the are very friendly and professional.
    One criticism is i usually chose a Renault Clio as the driver leg room suits, I am 6ft 2. On one occasion the tried to down grade me to a lower group as none available, I know nothing is garenteed, but they should upgrade?
    Anyway my insistence came good, as they suddenly found a new Clio, very nice.!

    My partner Elizabeth also uses you on many times, In her own name.

  • Dennis Baker 6 Aug 2018

    Ever thing you have said is true but for when you pick up a car at night it is not always possible to see all scratches and scuf marks so I would check the car the following day and then take pictures and get intouch.
    I have hired cares from you for years and have never had a problem.

  • Geoff Hanns 5 Aug 2018

    We are going to Faro in November and collecting the car from the airport for the first time . We have twice recently hired from Zest and chosen Masterkings and each time the procedure has run like clockwork . No attempt to sell extra insurance and no problems ( scratches , wheel trim damage ) upon return . We have previously chosen Hotel delivery and collection , which is free , but this time we are saving the airport to hotel transfer fee and will be happy to report the experience .

  • David Martin 5 Aug 2018

    Thanks for help been a few years since I have driven abroad so a few good pointers to top up the memory.

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