Car Hire Trawler   
frequently asked questions
 
 
How can I get a quotation?
You can get a quotation online or alternatively you can contact us, we will be happy to search the market for you and find the best price possible for your specific requirements.

Can I change the fuel policy?
The fuel policy is set by the rental provider. The policy is viewable prior to booking in the Terms and Conditions section. Also the policy is clearly stated on your rental voucher.

Where can I check the T&C of the rental on the web site?
When you are making your booking you must confirm that you have read and agreed to the Terms and Conditions of rental. You can view the Terms and Conditions at this point.

Where can I find directions to locate the rental agent at the pickup location?
The details for the rental agent are available on your rental voucher. This will also include a phone number for the agent.

What is the name of the car rental agent that will supply me with the car?
This can be found once the booking is confirmed and is provided in the confirmation email.

Is the agent located in the airport?
If you have selected an airport location at time of booking then your agent will be located either in the terminal hall or close to it. Some agents offer a meet and greet if they are not located inside the terminal. The location of your agent is clearly stated on your rental voucher.

Can I drop off the car earlier than it is stated on my voucher? Do I get a refund for unused days?
You can drop the vehicle off early, however, there is no refund for any unused days.

Is there an out of hour's fee?
Yes, an out of hours fee may be applicable if a car rental agent agrees to stay open outside of their normal hours of business in order to service your rental pick up. This fee will be reflected in the price.
 
Do I have to pay extra if I want to drop off the car early in the morning/late at night?
If you wish to pick up/drop off the rental vehicle outside the normal opening hours of the rental agent you may have to pay an additional charge. This fee will be reflected in the price.

Is there a one way fee?
A one way service is usually available if you wish to drop the vehicle off at a different location to the one you collected your rental vehicle from, however, a fee normally applies due to the logistics of getting the car back to its original location.

Can I drop the car off at a different location?
Dropping your car off at a different location is normally possible. Usually there is a fee for this to cover the logistics of returning the car to its original location. This fee will be reflected in the price.

Can I drive the vehicle to another country?
This will depend on the car rental agent you are renting from and what their cross border travel restrictions are. Information is available prior to booking in the Terms and Conditions section. Also information is clearly stated on your rental voucher.

Are there any additional costs for the cross border travel?
Cross border travel fees vary from country to country. Please check with the car rental agent on arrival as restrictions and charges may apply.

Can I rent a car if I'm under 25 or over 75?
Most car rental agents have a minimum age limit of 21 years and a maximum age of 99 years. However, some car rental agents apply different age restrictions. Please note that there may be additional charges if the main driver is under 25 or over 75 years old to cover the extra insurance cost. Age restrictions and additional charges can be viewed prior to booking in the Terms and Conditions section.

If the mileage is limited, how many km can I do per day and what happens if I do more?
The details of the mileage policy may vary depending on the rental provider and the country of rental, however, the information on the mileage policy is available prior to booking in the Terms and Conditions section. Also the policy is clearly stated on your rental voucher. If you do go over your allowed mileage you are charged a fee for each additional kilometre that you exceed.

Do I have a limit on the miles that I travel during my rental?
Normally your rental will have an unlimited mileage policy, however, in some instances there may be restrictions. You are always advised of your mileage policy before you book your vehicle. This is found via the Terms and Conditions link when choosing your car. If you have a confirmed booking the mileage policy is clearly stated on your rental voucher.

Do I need another form of ID?
You may be requested to provide another form of ID with proof of your address, however, this varies between rental agents. Please refer to your rental voucher.

Can I use my debit card to release the vehicle?
In most cases you must provide a valid credit card in the driver's name when you are picking up your vehicle. Debit cards are not accepted. However, some rental agents will accept a debit card if you choose to opt for excess reduction insurance at the rental desk. You can use your debit card online when you are making your booking.

What credit cards are accepted by the rental agent?
The following credit cards are usually accepted when collecting your vehicle: American Express, Diners Club, Master Card and Visa, however, please check your rental voucher as these may vary.

I am from the UK, do I need both photo card and paper counterpart licenses?
UK license holders must present both the photo card and its papers counterpart at time of rental. This is detailed in your rental voucher.

What is the fuel policy?
The fuel policy is dependent on the car rental agent. The fuel policy is available prior to booking in the Terms and Conditions section. Also information is clearly stated on your rental voucher.
Normally car rental agents will provide a full tank of fuel when you are collecting your vehicle and will ask you to have a full tank of fuel when returning the vehicle. A fuel deposit is payable when collecting. Alternatively, you might be requested to pay for the tank of fuel upon collection and you can return the car with an empty tank.

How much is the fuel deposit?
The fuel deposit on your rental is set by the rental agent who is providing your vehicle. We advise contacting the rental provider using the contact details which can be found on your rental voucher for further details.

What is the price for one tank of petrol?
The fuel price is a charge that sits outside the price of your basic rental. This charge and its value is set by the rental provider.

What does pick up full return empty mean?
This type of fuel policy means that you will pick up your vehicle with a full tank of petrol and will be required to return the vehicle with the petrol tank empty. Charges for fuel are payable at the rental location when you collect your vehicle.

Where do I pay for fuel?
If your fuel policy requires you to pay for the fuel of the vehicle then this will be done at the rental desk when you are collecting your car. The fuel policy is available prior to booking in the Terms and Conditions section. Also information is clearly stated on your rental voucher.

What is breakdown assistance?
Breakdown assistance is provided by the rental provider so you will need to contact them directly to report any mechanical failures. You can obtain further information regarding the terms of the cover from the rental provider.

What is the difference between the Gold and Platinum Package?
Gold package includes additional driver, airport fee, breakdown assistance, fuel, unlimited mileage, other fees, tax, collision damage waiver, theft waiver and third party liability protection.
Platinum package includes unlimited mileage, loss/collision damage waiver, supplemental liability insurance, uninsured motorist protection, all taxes and airport and local fees, all additional drivers charges, initial tank of petrol, GPS satellite navigation (Garmin nuvi).

Why have two amounts been blocked from my credit card?

Your card is pre-authorised at time of booking for the amount of the deposit. This is not debited from your card until your rental is confirmed with one of the rental agents. In the event your rental is not available you will be contacted to offer you the alternatives available. A new pre authorisation is made for that booking. The initial pre authorisation will be immediately released back to your card automatically.

What steps can I take if the vehicle is not up to the standard/in the condition I expect?
If you feel that the vehicle is not up to the standard that you expect you need to raise this directly with the rental agent immediately.

Can I drop off the car earlier than it is stated on my voucher? Do I get a refund for unused days?
You would normally be able to drop the car off earlier than stated on your voucher, however, a refund is not available for any unused days or for early return. Please contact the car rental agent for details if you are planning to return the vehicle early.

Can I extend my rental while my rental is in progress?
This may be possible by requesting this extension directly with your car rental agent. If they have availability they will normally be happy for you to keep the vehicle a little longer. There will be an additional cost to this and this is paid directly to the car rental provider.

What is your cancellation policy?
If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed. If the booking is cancelled outside 7 days of the car rental booking date and at least 48 hours before the pickup time, all funds except a cancellation fee of EUR 25.0 and the card processing fee (where applicable) will be reimbursed. If the booking is cancelled less than 48 hours before the pickup time, no funds will be reimbursed.

What is the name of the car rental agent ?
This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.

What does it mean that my booking was provisionally confirmed?
If you receive information that your booking has been provisionally confirmed, this means that there was some difficulty when trying to charge the card you provided. This might be due to putting incorrect card details, insufficient funds on your card, your bank not authorising the transaction due to a limit on the card etc. A representative will call you shortly to reprocess transaction. In the mean time the reservation is provisionally confirmed for you until the transaction is processed again.

Why can't I cancel my reservation online?
If you are having problems cancelling your reservation online, please ring the number on your rental voucher and a travel advisor will be able to assist you.

Can I cancel the booking with the car rental agency directly?
Please do not cancel your booking with the car rental agent directly as additional fees may apply.

How can I cancel my booking?
Please go to the Manage Booking page on the Cartrawler website.

Why is my reservation not available? I paid a deposit
When you make your initial booking request your card is never debited. However, a pre-authorisation is placed on your card for the required deposit amount. In the event that your vehicle cannot be secured, these funds will be released back onto your card immediately. An advisor will be in touch before hand to discuss the alternative options available.

I received an email from a fraud agent/fraud department? What should I do?
The Fraud Department protects your personal information against unauthorized access and disclosure. In some cases you may be approached by the Fraud Department with a security check if there is any inconsistency in your booking details/history.

What's the security level on your website?
The entire booking process, from entering your details to processing the payment, takes place in a secure environment (VeriSign secured). All data is treated as an asset that must be protected and lots of tools are used (encryption, physical security, etc.) to protect your personal information against unauthorized access and disclosure. Please note that that this booking engine may contain links to resources located on servers or websites operated by third parties that may not be secure. You will need to use your own discretion when communicating and utilizing services from these other websites or servers.

What is a security check?
This is a random security check that is carried out to try and prevent fraud.

What does it mean my booking is 'On Request'?
When advised that a vehicle is on request, this likely means that your specific vehicle category may be limited and availability must be verified with the rental agent. In this case you will be contacted within 48 hours to advise if this vehicle is available.

Can I cancel my on request reservation?
Yes, you can cancel your on request reservation free of charge.

Do I need to present the voucher to collect my car?
Yes, this is a requirement and is extremely important. Failure to present the voucher could result in additional costs for your rental. If you need a new voucher or you have lost your voucher, please contact us.

I have lost my rental voucher. How do I get a new one?
Please go to the Manage Booking page on the Cartrawler website.

What can I do if I have not received my rental voucher?
Your voucher is automatically emailed to you as soon as your rental is confirmed. If you haven't received it please check your spam filter.

What happens if I don't print off the voucher?
You need to present a printed form of your voucher at the rental desk. If no voucher is presented you could be charged at a higher rate for your rental.

What is the rental voucher?
The rental voucher is a summary of all details relating to this booking and must be presented at the local rental desk.

What is a placement fee?
The placement fee is the first part of the rental price, payable at the time of the booking, that facilitates making of the booking with the car rental agent. This fee is payable to secure your booking with the car rental provider and is a part of the total price of your rental.

Where can I find the information about the payment details?
Throughout the booking process you will see a summary of charges showing the total price of the rental and how much is payable at the time of booking. Also a confirmation email with payment confirmation is sent specifying how much is paid.

Where do I pick up my vehicle?
The address of your car rental agent will be clearly stated on your voucher. If you are collecting the vehicle at an airport location it will clearly show whether the rental provider is in the terminal or not. Some rental providers offer a meet and greet service and this information will be clearly stated on your rental voucher.

If I arrived late at the rental desk, would the car rental agent keep the car for me?
There is no guarantee as the vehicle is reserved for the pick up time you provided when making the booking.

What are the opening hours of the car rental agent?
The opening hours of the car rental agent can be found on the car rental agent website.

What is the name of the car rental agent that will provide me with the vehicle?
This can be found once the booking is confirmed and is provided on the rental voucher.

What if my flight is delayed or cancelled?
If your flight is cancelled or delayed, please ring the number on your rental voucher. A travel advisor will be able to assist.

How do I add flight details to my reservation?
The easiest way to add flight details to your booking is to go to the Manage Booking page on the Cartrawler website.

How can I add an additional driver?
This is quite easily done at time of vehicle collection. Just tell the agent you wish to add this to your rental. The cost of this is payable locally in the local currency. You can also request an additional driver when booking.

I have requested a child seat, is this guaranteed?
Child seats are mandatory in most countries, therefore, by requesting them in advance during the booking process they will most likely be available. It is important to request these at time of booking to secure the child seat. Please note that the cost of the child seat is not included in the price and is payable at the rental desk in the local currency.

How do I add additional extras to my booking?
The quickest and easiest way to request optional extras is to prebook them in advance during the booking process. They can also be purchased on arrival when you collect your car. Optional extras are not included in the price and are payable at the rental desk in the local currency.

When will I receive my refund?
If you have recently submitted a claim for a refund, please be patient. Customer care will be processing your request as quickly as possible, however, this can take up to 20 working days. You will be contacted shortly. While you are waiting for a reply there is no need to resend your email. Progress is updated throughout the investigation and you can view the status of your ticket by clicking on the link provided in your emails.

What do I do if I do not receive my rental vehicle?
In the unlikely event that the rental agent didn't have a car available for you at the desk, please contact us directly. Please attach any supporting documents (rental agreement, final invoice).

If I have been overcharged who can I contact?
Please review the details on your rental voucher and check if you accepted any optional extras at the rental desk (typically, G.P.S., child seat, additional insurance etc.). These type of charges are payable at the rental desk and would be additional to the rental price on your voucher. However, if you feel you have been overcharged, please contact us directly. Please attach any supporting documents (rental agreement, final invoice).

How do I make a claim for Mondial Excess Reimbursement if I need to?
All claims should be made directly with Mondial Insurance when you arrive home from your trip. You will receive all the information you need to make a claim shortly after purchasing your insurance.

In the event that there is damage to the vehicle during my rental, what steps do I need to take? Who do I contact?
If there has been damage to the rental vehicle, please contact you rental agent directly.

What steps do I take if I receive the wrong car category at the rental desk?
Please bear in mind make or model of your rental vehicle cannot be guaranteed. This means the car you receive may vary from the example car shown during booking.
However, if you feel that the car you were offered is of lower category than the car you booked, contact the 24 hour call centre while you are at the rental desk and they may be able to help you while you are there.

 
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