What can I do if the rental office is closed or I can not reach the supplier?
Arriving to find a closed desk can definitely be a bit stressful, but we’re right here to help you get moving!
If you’ve arrived at the correct time and the office appears empty or the phone isn’t answering, here are a few quick steps to help us sort things out.
Step-by-Step Guide:
Verify the Address: Double-check your voucher just to make sure you’re at the exact pickup point (some airports have a few different terminals or off-site locations).
Dialing Codes: If you're giving the supplier a call, it helps to double-check that you're using the correct country code (like +1 for the USA, or +34 for Spain).
If the office happens to be closed during their posted business hours, taking a quick moment to gather a few details is super helpful:
- Snap a Photo: Taking a clear picture of the closed office, ideally showing their official opening hours sign and a timestamp, is a great idea.
- Call Log: Saving a quick screenshot of your outgoing call log showing your attempts to reach them helps us out a lot!
Please don't hesitate to give our 24/7 Support Team a call!
You can easily find our phone number in the "Manage My Booking" section.
We’ll gladly try to reach them for you or help you find another great vehicle nearby.
If we aren't able to reach the supplier while in front of their office and during their business hours, at the official pick-up time, and you need to book a vehicle with a different company to keep your trip on track:
- Keep your new rental agreement and payment receipt.
- Send these to us along with your photos of the closed desk. We will use this evidence to open a formal investigation with the supplier.
A Note on Timing
It's always good to keep in mind that "Grace Periods" usually apply to running a little late during regular business hours, but they generally don't extend past the office's closing time.
If you happen to arrive after the doors are locked without a pre-arranged "Out of Hours" service, the supplier might not be able to release the car, and the booking could be marked as a missed pick-up.
💡 Did You Know?
Dialling local numbers while abroad can be tricky. If the number on the voucher doesn't work, try removing the first "0" after the country code!
What to do next:
If you are at the desk right now and no one is there, call us immediately so we can step in!
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