I arrived at the pickup and the car was not available.
Arriving at the rental desk and not seeing the exact car you expected can feel stressful—but in most cases, it’s simply a car category misunderstanding or, more rarely, a temporary supplier shortage.
Step-by-Step Guide:
A common misunderstanding is that a booking guarantees a specific model (e.g., a "Volkswagen Golf").
How it works: Rental suppliers reserve vehicles by category (size, transmission, doors), not by the exact model.
What to expect: If you booked something like a Volkswagen Golf or similar, you might receive a Renault Clio, Ford Focus, or another comparable vehicle. As long as the category and transmission match, the booking is considered fulfilled.
If your booked category isn’t available:
Upgrade: The supplier should provide a larger or higher category car at no extra cost.
If they try to charge an upgrade fee for a replacement vehicle, do not sign the rental agreement, pause the process and contact our support team while you are still at the desk.
Downgrade: If only a smaller category is available, you can request a price adjustment.
If you decide to accept it, keep the paperwork so the difference can be reviewed later.
In very rare cases, a supplier may have no cars at all due to unexpected fleet issues.
Ask for written confirmation from the desk stating that no vehicles are available.
If they cannot provide it, note the agent’s name and the time of the conversation.
Contact our 24/7 support team while you are still at the desk. We will help you find a nearby alternative and handle the cancellation of your original booking.
💡 Did you know?
Rental desks have a strict Grace Period (usually 30 to 60 minutes after your scheduled pick-up time).
If you arrive later than that without notifying the supplier, the booking may be treated as a no-show, and the car might be released to another customer.
Always check the grace period listed on your voucher.
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