Frequently Asked Questions
Making a booking
Making a booking
- Choose the destination.
- Select the dates and times.
- Choose any accessories if necessary.
- Click the ‘Search’ button and we’ll show you the prices of all the different car hire companies.
- Select the car type you require.
- Click ‘Book Now’.
Can I return the vehicle to a different office than the one it was collected from?
How much does it cost?
If you want to return the vehicle to a different office than the one it was collected from you need to choose the ‘one way’ option when making your booking.
Our website will automatically inform you if the route you have chosen is possible.
In most cases the one way option does not incur any extra cost.
If the hire company charges a supplement for the one way service, this is explained in the conditions before booking and again on the rental voucher.
How do I know if my booking is confirmed?
You will receive a confirmation e-mail.
I have not received the confirmation email. What should I do?
Please check that you provided the correct e-mail address. If you made a booking more than 24 hours ago and you have not received a confirmation email, the most likely possibility is that the email was blocked by the Anti-Spam service of your email account. Please, check that the confirmation email is not in the "SPAM", "Junk Mail" or "Unwanted Mail" file of your email account. If you cannot find the confirmation e-mail, please contact us.
What is the maximum rental period?
In many cases the maximum rental period is 28 days. If you require the vehicle for longer than this then please contact us.
Can I book a car for today?
Yes. You simply need to choose today’s date and the time you’d like to collect the car. Please note that if you need a car at very short notice we may need to check the availability with the hire company first.
How do you count the days of the car hire?
The days are counted in sections of 24 hours from the time of collection.
It is possible to add a second driver to my booking?
Yes. Details of all additional drivers are to be given to the hire company at the local office when collecting the car. Please note that additional drivers must be present on collection with their original driving licence.
I don’t know my flight number (yet). What can I do?
If you don’t know your flight number (yet), you can put TBA instead of a flight number. If you are not going to have a flight number, you can put WALK-IN instead of a flight number. Please note that your flight number is especially important if you arrive late at night.
How can I book two vehicles?
If you require two vehicles you need to make two bookings under the names of the main drivers.
The same applies if you require more than two vehicles. We require one reservation per vehicle. We cannot book more than one car on the same booking.
Collecting the car
Can I collect a car out of office hours?
Most airport offices are open until late. Out of hours collections are usually possible but are on request. Please note that some hire companies may charge a supplement for this service. You’ll find all the information you need in the conditions before booking and again on your rental voucher. It’s important that you give us your flight number when booking because this means that the airport staff will be aware of any flight delays and will wait for you
At the airport, where do I get the car?
You’ll find all the information regarding where to collect your car in the confirmation email sent to you when you book.
Is it possible to pick up the car at the hotel?
No. Unfortunately the car hire companies we work with do not offer hotel deliveries. All vehicles are to be collected from one of the local offices.
What happens if I go to collect my car later than the time on my voucher?
Most hire companies will keep the car for a certain amount of time if you’re delayed or late (remember it’s very important for you to provide a valid flight number). This is called the ‘courtesy period’. The exact amount of time the car will be kept for you depends on the hire company. Please check your booking conditions for the exact courtesy period for your rental.
If your flight is delayed or you’re going to be late, you always need to contact us or the hire company to let them know. You can find both telephone numbers on your rental voucher.
Modifications, Cancellations and Flight Number
The cancellation and amendment policy for each booking depends on the car hire company. You can see the cancellation and amendment policy in the terms and conditions of each offer.
To obtain a refund of a prepaid booking, provided that the terms and conditions permit a refund, you must cancel it before the start of your rental using the links below, the links in your rental voucher or through the "My Booking" section of our website.
No refunds will be given if the booking is not cancelled before the start time and we cannot use this money for other bookings.
How can I extend my booking once I have picked up the car?
Please call us if you wish to extend your booking. You will find our telephone number on the rental voucher. Please note that you will need to go to the local office to sign the contract extension. Failure to do so can invalidate the insurance and result in a penalty charge for not extending the contract on time.
Conditions of hire
Can I choose the model of the vehicle?
We are never able to confirm the make or model of the vehicle you will receive. In the event that the requested group is not available you will be given a vehicle from a higher group at no extra cost.
Which documents are necessary to hire a car?
- e-mail confirmation (rental voucher)
- original driving licence
- original passport or ID card
- your credit card
Can I bring a photocopy of my passport/ID card/driving licence?
No, the original is always required. Photocopies are never accepted.
I’ve forgotten my driving licence. What can I do?
UK customers can contact the DVLA. (Tel. 0300 790 6801) In most cases the DVLA can send a certificate of entitlement by fax to the local office. Please contact us if you need us to provide a fax number. Please note that not all car rental companies accept the DVLA certificate as a valid document.
Do I need both parts of my driving licence (UK Customers)?
Not anymore; you will be required to bring your photocard license only as the paper counterpart is no longer valid.
Do I need a code from the DVLA?
It depends on the car hire company. We recommend that you call us once you have made your booking and we will check with the hire company.
Do I need an international driving licence?
If you do not have an EU licence you will also need an international driving licence to rent a car.
Can I choose the fuel policy for my car?
Yes, you can choose the fuel policy as long as there’s a car hire company that offers this fuel policy in your chosen location. Once you get to the car list page you can choose the option of full/full or full/empty with a refund for unused fuel.
Full/Full: You will be given the car with a full tank of fuel which you will pay for on collection. You need to return the car with a full tank and the money you paid for the tank on collection will be refunded. The cost of the full tank can vary between 50 and 160eur. The exact amount charged for fuel will depend on the car type and model. For example, the tank of fuel for a 9-seater car will cost quite a lot more than the fuel for a small car. The exact fuel prices can also depend on the supplier. You can find all the information you need regarding the specific fuel policy for your booking on your rental voucher.
Full/Empty (Refund): You will be given the car with a full tank of fuel which you will pay for on collection. At the end of the rental when you return the car you will be refunded for the fuel remaining in the tank, minus the refueling supplement. The cost of the full tank can vary between 50 and 160eur. The fuel supplement can be between 15 and 30eur, depending on the supplier. The exact amount charged for fuel will depend on the car type and model. For example, the tank of fuel for a 9-seater car will cost quite a lot more than the fuel for a small car. The exact fuel prices can also depend on the supplier. You can find all the information regarding the specific fuel policy for your booking on your rental voucher.
Under no circumstances is the fuel included in the rental price. You will pay for the fuel in the local office on collection of the car.
The final fuel price depends on each individual car hire company and will be determined depending on the price of a full tank and will be calculated according to the market price at the time of collection, the car model, the fuel type recommended by the manufacturer and the refueling supplement applied by the supplier. You’ll be able to find all the necessary information regarding the fuel policy in the list of cars and on the rental voucher.
To get an idea of the current prices for fuel set by our suppliers just click here.
I need to reserve a child seat/booster. How and when do I book one?
You need to request this when making your booking.
Is it possible to include a roof rack for the car in my booking?
No, unfortunately our suppliers are not able to offer the hire of roof racks. Please make sure that you book a vehicle with sufficient boot space for your luggage.
Snow chains are available in some locations and must be requested and confirmed prior to collection. The cost of renting snow chains depends on the location.
Satellite Navigation Systems are available in some locations and must be requested and confirmed prior to collection. The cost of renting a Satellite Navigation System depends on the location. In some cases a security deposit may also be required to ensure the safe return of the Satellite Navigation System.
How can I pay for my car?
Payment on Arrival: You’ll pay on collection of the car by credit card (Visa or Mastercard).
Prepaid Bookings:You’ll pay when you book online. Remember that although your booking has been paid for, the main driver will still be required to have a credit card in their name on collection in order to pick up the car.
Please note that if your credit card has a PIN number associated to it, you will need the PIN number on collection.
Why is it mandatory to bring a credit card?
Taking the measure of bringing the credit card specified on the booking to cover the additional costs allows us to avoid fraud and to keep our reduced and competitive rates.
Can I pay in GBP (Pounds Sterling)?
We can only accept payment in euros. You will be charged in euros but if you have a UK account then the final exchange rate will be determined by your bank.
Can I pay with the credit card of a person who is not present when I collect the car?
No. The person paying for the vehicle must be a named driver on the contract and must be present in the local office when the vehicle is collected.
I do not have a credit card. Is it possible to rent a car?
In general you must always have a credit card to rent a car. However, in certain cases a debit card may be accepted but always with prior authorisation. If you do not have a credit card, please contact us and we will try to offer you a solution.
How do I get an invoice of my booking?
Payment on Arrival: If you need an invoice, please request this on collection at the local office.
Prepaid Bookings: Please go to the ‘My Booking’ section of our website and here you’ll be able to request an invoice.
Do I have to leave a deposit?
If your booking has insurance with an excess, the car hire company will require this quantity (on your credit card) as a guarantee. If you prefer not to leave a deposit, you can get additional coverage from the hire company on collection of the car.
How old do I have to be to rent a car?
Generally, if you are aged between 21 and 75 you can rent a car. However some hire companies require a minimum of 25 years for certain vehicles. All information relating to this is provided in the conditions before booking and again on the rental voucher.
Can I take the car from one island to another (Canaries and Balearic Islands)?
No. Customers are not permitted to take the cars from one island to another.
Who can drive the car?
Only persons listed as drivers on the hire contract can drive the car. If you are not named on the hire contract you cannot drive the car.
Can I cross the border with my vehicle?
This depends on where the vehicle is collected from and the conditions of the hire company.
Here are a few of the most common examples:
- Vehicles collected from Reus, Barcelona and Girona can usually be taken into Andorra and France.
- Vehicles collected from the southwest of Spain and Galicia can usually be taken into Portugal and Gibraltar.
- Vehicles collected in Italy can usually be taken into France and Switzerland.
- Vehicles collected in Portugal can usually be taken into Spain.
You can find more information in the booking conditions and on your rental voucher. Prior authorization from the supplier is always required before taking the vehicle out of Spain.
Vehicles can never be taken into Africa.