Frequently Asked Questions

Our registered offices are :

Travel Networks Europe Ltd
Suite 3, Houghton Square,
London SW9 9AN

Tel : 0207 622 6611
Fax : 0207 900 2859
Email : uk@carjet.com

Office hours : We can service telephone calls from 8am-6pm Mondays-Fridays and 10am-5pm at weekends. Closed on Christmas Day & New Years Day only.

We've been a leader in internet car hire since 1998 - and one of the reason's we're still here is because we take complaints seriously and try and resolve them correctly and efficiently. If something is not to your liking, please get in touch with us and give us the opportunity to put things right.

You're most welcome to call us on the number which is shown at the top of every page if there is something we can do to sort things out immediately. Or just for a chat. If your complaint is connected to your experiences when you collected your car, we're going to need to open a file to record things and forward them (often translated) to the car rental provider - so we're going to need a full summary of what went wrong in writing, preferrably via email.

Customer Services E-Mail Address : cs@carjet.com
In your email, please try and provide as much information as possible, particularly the costs you may have incurred and any support paperwork. We will respond to your email within 48 hours, confirming our actions and transmitting your complaint to the local office for verification/reports etc.

Our Cancellation Policy
On most of our cars, we offer free cancellation at any time up to the start of the rental. We do ask you to contact us via email to request the cancellation - this frees up the car for other customers. If you need to modify your car rental booking once you've collected the car, please see the FAQS here.

Credit Cards
Everytime you use a credit card in a shop, or on-line, the credit card company charges the retailer a commission of around 2% of the sale price. On big vehicles, like people carriers, this fee can cost up to 20,00 EUR - often more than the low profit margins we earn on the entire sale!

Since our customers can choose to pay via debit card (without penalty) or indeed pay on arrival in many locations, we will pass on the credit card surcharge as part of the price of the car when you checkout.

Debit cards
Debit cards cost us a small fixed fee per transaction. We do not pass this fee onto our customers, so there are no surcharges if you pay using a debit card.

Wherever we can, we sell our car hire in the currency of the country. This is perfectly sensible, if you think you about it - anyone selling you a car in another currency is simply "estimating" the equivalent cost and marking it up a bit extra to cover the risk of a change in the exchange rate.

By paying in Euros for a Spanish car hire (for example), you're paying for the car in the local currency - at local prices.

After you have entered your dates/times/location you will be presented with a list of available vehicles.

These vehicles are listed by Rental price in an ascending order.

To view insurance or pick up information relevant to that particular vehicle; please click on the image of the car or the "Info" button. This will load up a small window which shows you specific details. Alternatively, all the information will be displayed on the next page after you have selected a Rental price.

Usually it is possible to set up a Full/Full fuelling policy once you have typed in all your dates/locations etc. On the left of the screen there is a list of filters. By opening up the "Fuel Policy" filter you should be presented with all the fuel arrangements.

If you find your flight is going to be delayed, it is most important that you call us at Carjet to make revised arrangements for your car hire. Normally we can make sure the supplier is aware of the delay, and so keep your car for you until your plane arrives. (This is why flight number are so important on bookings!). If it appears that your flight will be diverted as well - as can sometimes happen at Murcia San Javier airport, for example, - then we can usually arrange for you to collect your car from the new destination. This might involve having to pay a one-way hire charge, but at least there will be a car waiting for you!