FAQ

I haven’t received my booking confirmation
The great majority of our bookings are confirmed within 48 hours, and most right after booking.
Once your booking is confirmed, you should receive a confirmation email with your booking number. If you haven't received a confirmation within 48 hours, please check if the email has been filtered into your spam folder.
You can also view your booking online by logging into the Manage Booking section. In the unlikely event that your booking is not confirmed within 48 hours, we will contact you to try and find an alternative option.

How can I change the pick-up or drop-off location?
You can change your pick-up or drop off location by going to the Manage Booking section of our website. Once logged in, click the "Amend / Update Booking" section and choose "Change dates / Locations". Changes are possible up to your pick-up time, but are subject to availability.
If you change the pick-up or drop-off location, it is likely that the price will change as a new booking needs to be created in the rebooking process. Any payment you have already made will be transferred to the new booking and you will be either charged or refunded the difference.
As prices are live and subject to availability, we recommend that you to make changes as soon as you are aware of them as prices generally go up closer to the pick-up date.

My booking is unconfirmed
If you receive an email that we are working on confirming your booking, this means that we are reaching out to the supplier to ensure that they have the vehicle available. Your booking will most likely be confirmed as we are able to confirm the great majority of bookings. In the rare event that we are not able to confirm your booking within 48 hours, we will contact you to try and find a suitable alternative.
When your booking is in unconfirmed status, you can still cancel or make changes to your booking on the Manage Booking section of our website if you are not able to wait for us to try and confirm the reservation.

My booking status is “denied” – what does this mean?
If your booking is denied, this means that the supplier has informed us that they are not able to confirm the reservation. When this happens, we try our best to find an alternative, but in very rare cases we may not be able to find a suitable option. In these cases we will deny the reservation and let you know that we could unfortunately not find a similar option for you.
In the case that we are not able to secure a booking for you, we will not charge your card as we only take payment once a booking is confirmed.

Can I place more than one booking at a time?
Unfortunately, you cannot book two cars in the same booking process, as each vehicle booked has its own reference number and rental agreements. Please note that if you have booked several vehicles on the same date with a single car hire company, bookings must be made under different driver’s names. As long as you book each vehicle separately, however, you can book as many rentals at a time as you want. For more information, please contact us with your specific query.

Can I rent a car if I’m under 25 or over 75?
Yes, most car rental agents have a minimum age limit of 21 years for rentals.
However, requirements may vary depending on the car rental supplier and destination country.
Please note that there may be additional charges if the main driver is under 25 or over 70 years old to cover the extra insurance cost.
When you run a search, make sure to include your age if you are under 25 or over 70. This way any applicable young or senior driver fee will be included in the total rate displayed online.

Important Documents

Can I rent a car with a provisional driving licence?
No, unfortunately the car rental agents we are working with don’t accept provisional driving licences.
You must hold a full driving licence to rent a car.

Do I need an international driver's licence?
We recommend that you check the licence requirements for your specific booking as this will advise if you will need an international licence for your car hire.
When you are making a booking online you can check this by clicking the Important Information button and going to the Driver section.
If you already have a booking you can check the Driver's Licence section of your rental conditions by logging in to the Manage Booking section of our website.
If your licence is not printed in the Roman alphabet (i.e Arabic, Greek, Russian) you will almost always need an international licence.
If an international licence is required for your booking, you must also bring your domestic licence with you to present it along with your international licence.

What do I need to pick up the car?
In the great majority of cases, the following needs to be presented at the rental desk:
1. Credit card with enough funds to cover the excess (debit cards usually not accepted).
2. A full valid licence held for a minimum of one year (some suppliers require longer, please check your terms and conditions).
3. Additional photo ID.
4. Your booking voucher.
5. Any other documentation specified on your booking voucher.
There can be some differences in documentation required based on where you are renting and which supplier you are renting with. For example, UK customers renting in the UK almost always need to bring proof of address in addition to the above. Make sure to check your rental conditions for your specific rental. All required documentation needs to be in the main driver's name.
A few rental companies will allow you to rent with a debit card in certain locations. When you make a search for a car online, click the Important Information button on the option you are interested in. In the Payment section under Debit and Credit Card Information, you can see if the rental company will allow you to use a debit card for pick-up. If it does not specify that debit cards are accepted, you will not be able to rent without a credit card in the main driver's name.

Is it sufficient to present a copy of my driving licence?
Unfortunately, a copy of your licence will not be accepted at the rental desk. You will need to present the original document at pick-up.
If you have had your licence lost or stolen and have already booked a car rental through us, we recommend that you either request a name change on the reservation to someone traveling with you, or cancel the reservation if this is not an option. If you change the name to a new main driver, remember that they will need to present all the mandatory documents in their own name at the rental desk.
If you wish to change the name and your pick-up is in the next 72 hours, please contact us through our live chat option so we can assist you straight away.

Payment Policy

Why is ET* appearing on my bank statement?
If ET* has appeared on your bank statement you have likely booked a car rental or bus, coach, rail or taxi transfer online recently.
Who is ET?
CarTrawler (ET) are the world’s leading B2B travel technology platform. We provide transport solutions to almost one billion passengers annually with offices in Dublin and New York. If you have ever booked a flight online, and then seen the option to book a rental car, that was probably us!
When you book a car rental, bus, coach, rail or taxi transfer online through one of our partners you could see a variation of the following on your bank statement:
ET* CARHIRE
ET*CAR RENTAL
ET* RENTAL INSURANCE
ET* ONLINE TRANSPORT

3D Secure Payment Verification
What is 3D Secure authentication?
3D Secure authentication can be requested by your bank to confirm the identity of the card holder of the credit card. This will become more common after September 14th due to European regulation called PSD2 which aims to make online payments more secure.
How can I successfully complete 3D Secure?
If an authentication is needed, you will be redirected to a view in which you will need to complete the authentication. There are different ways for banks to verify the identity of the cardholder but we see the most common way a one-time passcode sent via SMS or a password requested.
What should I do if I fail the 3D Secure check?
We recommend that you contact your bank for advice on how to activate and use 3D secure. This process is managed by your bank for security reasons.

Can I book without a credit card?
Yes. When booking online you can use a debit card for the payment. You can also use a card that is not in the same name as the main driver when making payment online.
However, when picking up the rental car the main driver needs to bring a credit card in their own name with enough funds to cover the excess amount. If the main driver cannot present this at the rental desk, the car might not be released. In such cases, no refund will be made. Your rental conditions will outline which credit cards are accepted by the rental agent.
A few rental companies will allow you to rent with a debit card in certain locations. When you make a search for a car online, click the Important Information button on the option you are interested in. In the Payment section under Debit and Credit Card Information, you can see if the rental company will allow you to use a debit card for pick-up. If it does not specify that debit cards are accepted, you will not be able to rent without a credit card in the main driver's name.

I haven’t received the final rental invoice from the car rental agent, what should I do?
The final invoice is usually provided by the car rental company when you return the car.
If you have any questions in relation to the final invoice, or didn't receive one, the best thing to do is contact the rental company directly as they should be able to assist you straight away. The final invoice is stored in their system and we do not have direct access to it, so it is usually much quicker to request it directly from the supplier.

When will I have to pay for the rental?
The majority of our bookings are prepaid, meaning you pay the rental cost when you make the booking. For prepaid reservations you will sometimes have the option to pay a small non-refundable deposit when booking, with the rest of the payment taken at a later date. However, the full payment still needs to be made before pick up. You can check when the remaining balance is due for your booking in the Payment Section when you log in on the Manage Booking page.
In some locations we also offer bookings where part of the payment is made to us and the rest is paid directly to the supplier at pick up, and some where the full payment is made at pick up. If this is the case, this will be indicated in the Payments Section during the booking process and on your voucher.
Even if your rental cost is prepaid, some charges may be paid directly to the desk on arrival, but they will be included in your total rental cost. These could include one way fees, young or senior driver fees or in some cases local taxes. This will be clearly indicated in the Payments Section and on your voucher.

Vehicle Information

My rental car was in a bad condition at pick-up – what should I do? If the reserved vehicle is in a bad condition at pick-up, raise this with the car rental agent immediately and request an alternative.
If the matter is not resolved with the office directly, contact us from the desk so we can try and arrange a suitable substitute with the car rental agent.
You can reach us through live chat 24/7 by going to the Help section of our website.

My rental car was damaged at pick-up – what should I do? We recommend that you check the car for damage before leaving the car rental office. Any existing damage should be marked on the sign out sheet when you pick up the car. Before taking the car from the office, check the car for damage and notify an attendant of any damage that is not marked on the sheet.
If you are not happy with the car provided, please raise this issue immediately with the supplier to see if they are able to provide an alternative for you. If they are not able to accommodate you and you feel the car is unsafe to drive, please contact us from the desk and we will do our best to assist you.

Price And Additional Charges

Which costs are included in the rental price?
Through our booking engine, all mandatory charges that apply to your specific booking are included in the rate shown online or outlined in your terms and conditions.
It is therefore important to select the correct pick up and drop off details, as well as indicate the main driver's age (if under 25 or over 70) in order to have potential additional charges included relating to out of hours, young or senior driver fees in the total rate.
Remember that there will be a security deposit required at the rental desk when you pick up the car, and in some cases an additional deposit for fuel – So make sure that the main driver has enough funds for the required deposit amount for your specific car hire.
There may be additional charges if you don't present the required documentation at the desk, have insufficient funds for the deposit/excess, or opt for extra products such as child seats, additional drivers, GPS, cross border, supplier's insurance and or a prepaid fuel option.

What is my excess?
What is an excess?
If Collision Damage Waiver (CDW) and Theft Waiver (TW) are included in your booking, there will most likely still be an excess. The excess is the amount you are liable for if there is damage or theft to the rental car during your rental.
How does it work?
For example, if CDW and TW are included and your excess is 1000 EUR, you are liable to pay up to 1000 EUR if there is damage or theft to your rental car. If there is damage for more than the excess amount (in this example over 1000 EUR), this will be covered by the included CDW or TW. Tyres, windscreens and undercarriage are in some cases not covered by CDW and TW insurance, so you may be liable for these items in addition to the excess amount.
When you go to pick up your car, the car rental company will place a hold for the excess amount on the main driver's credit card as a deposit in case of damage. The hold will be removed when the car is returned with no new damage, but the amount could take a few days to be available in your account.
How does excess reimbursement insurance work?
If you purchase an excess reimbursement product through one of our insurance providers, or have your own car hire excess policy, you will still need to leave a deposit for the excess and pay excess for potential damage to the car hire company. You can then make a claim with your insurance company for a refund. How do I find my excess amount?
To check the excess of the car you are interested in renting, click on the Important Information button and read under the Popular or Insurance section.
If you already have a booking, your excess is outlined in the rental conditions and on your voucher, both of which can be accessed through the Manage Booking section.

Are there extra charges for drop-off at a different location?
When you run a search where the drop off location is different to the pick up location, any applicable one way fee will be included in the price that is displayed on our website. Therefore it is important to include the correct pick up and drop off location to make sure you have an overview of the cost with the one way fee included.
It is possible that the one way fee is not included in the prepayment and needs to be paid at the desk, but it will still be included in the total rate displayed when you book. If the one way fee is payable at the desk, this will be indicated in the Payments Section during the booking process and on your voucher.

Are there extra charges for late pick-up or drop-off?
When your selected pick-up or drop-off time is outside of the rental office's regular opening hours and an out of hours fee applies, this will be included in the total rental cost displayed online when you book. It is important to select the correct pick-up and drop-off details to make sure the car is ready and available for you when you arrive, and to have a full view of the relevant charges that could apply, including a potential out of hours fee.

Are there any cross-border charges?
We advise that you check your cross border policy to make sure the car rental supplier allows you to take the car into the country or countries you want to travel to, and if there is any additional charge. Cross border policies and charges can vary between suppliers, so taking this potential cost into account will help you choose the most economic option for your intended trip.
To check your cross border policy when making a booking, click the Important Information button and read under Cross Border or Travel Restrictions in the Car section.
If you already have a booking you can check your cross border policy in your rental conditions by logging into the Manage Booking section, or by checking your booking voucher.