What to do if your booked vehicle is unavailable at the pick-up?

If the rental counter mentions they don't have your car (or a suitable alternative) available, please don't worry! 
While it's quite rare, our team is right here to step in and help smooth things out so you can get on with your trip.

Step-by-Step Guide:

2Get it in Writing
It's a great idea to ask the rental agent for a quick written note confirming they aren't able to provide the vehicle. Having this on hand makes processing any investigation so much smoother and faster for you later on!

3Call Us ASAP
While you're still at the counter, just give our 24/7 Customer Support team a quick call. You can easily find the number on the "Contact Us" section in the "My Booking" page.
We love speaking with the desk agents directly to help find a great solution for you right then and there.

4Check for Upgrades
If your specific car category isn't available and you are there on time, the supplier will usually offer a free upgrade to a larger vehicle. 
If they only have a smaller car available and you decide to take it to get on the road, just hold onto your paperwork so we can review it and help make things right for you.

5Keep Your Receipts
If we aren't able to find a vehicle with that supplier and you need to grab a taxi or pay a walk-up rate for a replacement rental, simply keep your receipts. 
We'll use these details to advocate for you to the supplier.

💡 Did you know?

"Overbooking" is very rare, but if a supplier is ever unable to provide a car, you can always reach out to us! As long as you arrived on time and met the standard Rental Conditions, we’ll gladly step in to assist you further.