FAQs - Picking up and dropping off
How do I find the rental counter?
In most cases, your voucher will show the rental company's address and tell you how to find the counter.
At airports, look out for signs showing a car with a key above it. They might also say 'Rent a car' or 'Car rental'.
Tip: Follow airport signage for ‘Car Rental’ or check your voucher for directions.
How do I drop the car off at the end of my rental?
Just ask the counter staff when you pick your car up.
If no-one's available when you're dropping it off (e.g. if it's in the middle of the night), there may be a 'drop box' where you can put the key. Again, check with the counter staff at pick-up.
It's always a good idea to keep any paperwork they give you.
Tip: Ask about after-hours drop-off and keep the return receipt or photos.
Will the rental company charge me anything when I drop off the car?
As long as everything has gone as planned, they shouldn't.
However, they will charge you:
- if there's any damage to the car, or to any extras you hired
- if there's any missing fuel (i.e. if you were meant to fill it up but didn't)
- if the car's so dirty that they have to give it more than a 'standard' clean
- if you drop the car off late, or at the wrong location.
These charges should be listed on your invoice.
After drop-off, it's possible that they'll charge your card for something they didn't know about when you dropped your car off - for example, a charge related to a traffic offence.
If you have any questions about any charges from the rental company, please contact details them. You'll find their contact details on your voucher, or if you access your booking online.
Tip: Avoid extra charges by returning the car clean, fueled, and on time.
Will I have to pay for anything when I pick up my car?
The main driver will need to present a credit card in their own name to cover the security deposit. Very few rental companies accept debit cards for the deposit - please check the car's rental terms.
They'll also charge you for:
- any extras (GPS, child seats, etc.)
- any fees (young driver fee, one-way fee, etc.)
- any additional cover that you buy from them.
Tip: Review your booking voucher and rental terms to avoid surprise charges at the counter.
What happens if my flight is delayed or cancelled?
If you've added your flight details to your booking, the rental company may be able to track your flight and may hold your car for a 'grace period' if your flight is delayed or cancelled – but this isn't guaranteed.
If your flight is delayed or cancelled, please let the rental company know as soon as possible by calling them on the phone number in your rental voucher.
Flight delays and cancellations are out of our control, so unfortunately we cannot take any responsibility for any problems or costs caused by them.
Tip: Provide your flight number when booking so the rental company can monitor delays.