Collecting the car

Collecting the car

When collecting the car it might not be available, cost more than indicated at booking or shows damages. The rental car company is obliged to provide a car as agreed upon. You can insist upon this. In cases where you are offered a car in a lower category, you may claim a price reduction.  If the rental car company refuses these two possibilities, you may cancel the contract and ask for your money back. If you incur additional costs, you can also claim compensation on return of the vehicle.

If the car costs more than indicated at the booking process, you should insist on the quotation given to you at the time of booking.  If the rental car company is not prepared to do so, you can cancel the contract and ask for a refund If you would like to rent the car despite a higher price you should pay under protest reserve. Then you might be able to ask for a refund of the additional charges.

In case you pay the higher price under reserve, please remember to keep all invoices and – in case you do not know already – write down the address and the name of the company. In case the booking was made via another company you should also inform them.

Ensure to inspect the car thoroughly on pick up and return.  If you detect damages you may ask the hirer to write them down in the handover certificate and ask for a copy at all times. If necessary, take pictures.

Your essential checklist when collecting the car

  • If you booked online, take a printout of your booking with you.
  • If you are signing a rental contract at your destination, check if the terms are the same as in the booking you made earlier; keep a copy of any documents you sign.
  • Make sure you understand what is covered by your insurance.
  • Always ask about the company policy in case of breakdown or accident.
  • Check the car with a staff member for any damage. If you are not provided with a special checklist or diagram, make sure you note any damage and have it signed by an employee.

During car rental

If the car breaks down, call the rental company and follow their instructions. Do not have the vehicle repaired yourself without their authorisation. In case of an accident, note down the names and addresses of everyone involved. If anybody is injured or there is a dispute over who is responsible, call the police. Contact the rental company immediately.

Returning the car

Try to return the car during the rental company’s opening hours so you can be there when they check it. An employee should make a note of the condition of the car. Both you and the employee should sign this. Keep a copy.If you must return the car outside working hours, park it in thedesignated area. Consider taking photos of the car as proof that it was returned in good condition.