Customer Care Damage
If you cannot find your rental car keys, please first call our agents at the rental agency (listed on your rental documentation) and report the lost keys. Usually, we have a spare key for vehicles in a central storage location, which is then ordered for you by the agency.
Additionally, there may also be times when we need to have the rental car towed by a breakdown service if the keys cannot be secured otherwise.
You will be responsible for any loss or damage to the rental car keys. The amount of these costs depends on the country of rental. Costs resulting from loss of keys, such as towing service and replacement of the keys, must be paid by the customer.
We offer theft protection with all our hire vehicles to help pay for the replacement of all or part of your hire vehicle if it's stolen. Should this happen, you will pay a fixed fee. The amount you pay depends on the vehicle you hire and where you hire it. If you'd rather reduce or not pay this fee, you can
Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
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Already planned a trip? Check your booking.
Yes, if you have Personal Accident Insurance. It also covers you and your passengers if you're injured in an accident, plus any damage to your personal belongings. Personal Accident Insurance isn't automatically included with your rental, but you can purchase it over the counter when you collect your hire vehicle. The cost varies depending where you hire your vehicle. Before you take out Personal Accident Insurance, it's worth also finding out whether your existing travel insurance already covers you.
Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
Planning a trip? Start your journey.
Already planned a trip? Check your booking.
Yes, if the vehicle has been involved in an accident or has sustained damage you must report the accident to the police immediately and to us within 48 hours, even if no third party was involved.
We understand this is a common concern. When you collect your hire car, we will check it and mark any existing damage on your rental agreement or vehicle condition report. You then sign this to confirm you are satisfied. Rest assured, we will never charge you for any damage that already existed. You will not be charged for any small scuffs and dents you pick up during your journey, as we understand this is normal wear and tear for any vehicle. These are:
- Panel – abrasions or surface scratches less than 25mm (1inch)
- Panel – dents less than 25mm (1inch)
- Panel – paint stone chips (no dent) less than 3mm (0.12inch)
- Glass – chips less than 3mm (0.12inch) Wheels – scratches less than 25mm (1inch)
- Interior – seat tears/burns less than 3mm, carpet tears/burns less than 10mm (0.39inch)
If further damage was caused to the hire car during your rental, you will be charged in line with industry standards using estimating tools such as Audatex. In the case of any damage, we will charge the total repair costs up to the excess amount, which was agreed at the time of your rental contract unless there was a breach of our terms and conditions.
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If a damage has occurred to the rental car while you have had it, you must fill in the damage report on this page.
Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
Planning a trip? Start your journey.
Already planned a trip? Check your booking.