Frequently Asked Questions

You can get a quotation online on or alternatively you can call us, we will be happy to search the market for you and find the best price possible for your specific requirements.

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The fuel policy is set by the rental provider. It is clearly stated in terms and conditions of your rental voucher. Cartrawler cannot change the fuel policy as it is set by the car rental agent and charged upon arrival at the rental desk.

When you are making your booking you must confirm that you have read, understood and agreed to the rental conditions. If you click on rental conditions at this point your Terms and Conditions of your rental are available for you to view them.

The details for the rental agent are available on your rental voucher. This will also include a phone number for the agent.

This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.

If you have selected an airport location at time of booking then your car will be located either in the terminal hall or close to it. Some agents offer a meet and greet if they are not located inside the terminal. A rental agent will be waiting for you to take you to your vehicle collection point. We will clearly state the address and location or the directions on how to get to the rental desk on your rental voucher.

You can drop the vehicle off early however we are unable to refund any unused days.

An out of hours fee may be applicable if a car rental agent agrees to stay open outside of their normal hours of business in order to service your rental pick up. We will inform you before you collect the car should this fee apply and this should be reflected in the price.

If you wish to pick up/drop off the rental vehicle outside the normal opening hours of the rental agent you may have to pay an additional charge. This will be outlined in your rental conditions which can be viewed before you confirm your booking. We will also advise if the out of hours fee is included in the price that you were quoted.

We offer a one way service on most of our bookings if you choose to drop the vehicle off at a different location to the one you collected your rental vehicle from, however a fee normally applies due to the logistics of getting the car back to its original location. If you have a confirmed booking, this fee is clearly mentioned in the terms and conditions that we sent to you at time of booking. We will also advise if the one way fee is included in the price that we quoted you.

Dropping your car off at a different location is normally possible and we will advise if this is possible at time of booking. Usually there is a fee for this to cover the logistics of returning the car to its original location however we will clearly advise of this on the website under rate details at your time of booking. If you have a confirmed booking, this can also be found on the terms and conditions we sent to you at your time of booking.

Cross border travel fees vary from country to country. Please check with the Car rental agent on arrival as restrictions and charges may apply. It will state in the terms and conditions of your rental voucher which countries cross border travel is allowed to for your particular rental and if there are any fees relating to this.

This will depend on the car rental agent you are renting from and what their cross border travel restrictions are. We detail whether this is allowed or not at time of booking. Click on the rate details when you are selecting your car.

This depends on the car rental agent and the country in which you will be traveling. Most Car Rental agents will allow a person of any age to drive however this must be checked before booking your car rental agent as some rental agents have an age limit of 75 years. The Car Rental agents will charge a young drivers fee if the main driver is over 75 years of age. This fee is to cover the additional insurance required for the driver. This information will be provided at time of booking under the ÔRate Details' link when selecting your car. If you have a confirmed booking, this information is on the rental conditions that we e-mailed to you at time of booking.

This depends on the car rental agent and the country of which you will be traveling. Most Car Rental agents will charge a young drivers fee if the main driver is under 25 years of age however the minimum age may differ. This fee is to cover the additional insurance required for the driver. If there is a fee we will clearly state this at time of booking under the Ôrate details' section when selecting your car. If you have a confirmed booking, this information is on the rental conditions that we e-mailed to you at time of booking.

Age restrictions are set by car rental agents. This means that for insurance purposes the car rental agent may have a minimum or maximum age of the driver they can rent to. All age restrictions will be in the terms and conditions of each rental. Some companies also have a young or senior driver’s fee for specific age groups

The details of your mileage policy may vary depending on the rental provider and the country of rental, however the information on your mileage policy and charges applicable can be found in the terms and conditions of your rental. If you do go over your allowance mileage you are charged a fee for each additional Kilometre that you exceed.

Normally your rental will have an unlimited mileage policy, however in some instances there may be restrictions. We always advise you of your mileage policy before you book your vehicle. This is found under the ÔRate details' link at time of booking. If you have a confirmed booking the mileage policy is clearly stated in your terms and conditions that we e-mailed you at time of booking.

You may be requested to provide another form of ID with proof of your address, however this varies between rental agents, please refer to the terms and conditions of your rental voucher.

In most cases you must provide a valid credit card in the driver's name when you are picking up your vehicle. Debit Cards are not accepted. However some rental agents will accept a debit card if you choose to opt for excess reduction insurance at the rental desk. You can however use your debit card online when you are making your booking.

The following credit cards are usually accepted when collecting your vehicle: American Express, Diners Club, Master Card and Visa, however please check your terms and conditions that we sent to you at time of booking as these may vary.

UK License holders must present both the photo card and its papers counterpart at time of rental. This is detailed in your terms and conditions documentation.

The fuel deposit on your rental is set by the rental agent who is providing your vehicle. We advise contacting the rental provider using the contact details which can be found on your rental voucher for further details.

The fuel price is a charge that sits outside the price of your basic rental. This charge and its value is set by the rental provider and not Cartrawler.

This type of fuel policy means that you will pick up your vehicle with a full tank of petrol and will be required to return the vehicle with the petrol tank empty. Charges for fuel are payable at the rental location when you collect your vehicle. As you are paying for your fuel in advance to make the most of the petrol you get, we recommend returning the vehicle with as little fuel in the tank as possible.

If your fuel policy requires you to pay for the fuel of the vehicle then this will be done at the rental desk when you are collecting your car. Your fuel policy can be found in your terms and conditions that we e-mailed to you at time of booking. It's under the ÔFuel Policy' section.

The fuel policy is dependent on the car rental agent. We display this at time of booking under rate details. The fuel policy is also clearly stated in the terms and conditions under Ôfuel policy'. Normally our car rental agents will provide a full tank of fuel when you are collecting your vehicle and will ask you to have a full tank of fuel when returning the vehicle (Òpick up full return fullÓ fuel policy). Alternatively, you might be requested to pay for the tank of fuel upon collection and you can return the car with an empty tank (Òpick up full return emptyÓ fuel policy). A security deposit is normally taken so it is important to fill the tank up when dropping the vehicle off, this will prevent any additional charges.

Please check your rental conditions for details of your Fuel Policy.

Breakdown assistance is provided by the rental provider so you will need to contact them directly to report any mechanical failures. You can obtain further information regarding the terms of the cover from the rental provider

Gold package includes additional driver, airport fee, breakdown assistance, fuel, unlimited mileage, other fees, tax, collision damage waiver, theft waiver and third party liability protection.

Platinum package includes Unlimited Mileage, Loss/Collision Damage Waiver, Supplemental Liability Insurance, Uninsured Motorist Protection, All Taxes and Airport and Local Fees, All Additional Drivers Charges, Initial Tank of Petrol, GPS Satellite Navigation (Garmin nuvi)

Please check the rental conditions for complete details.

We pre authorise your card at time of booking for the amount of the deposit. This is not debited from your card until we confirm your rental with one of our rental agents. In the event your rental is not available we will contact you to offer the alternatives available. When Cartrawler book your vehicle, a new pre authorisation is made for that booking. The initial pre authorisation will be immediately released back to your card automatically.

If you feel that the vehicle is not up to the standard that you expect you need to raise this directly with the rental agent immediately.

You would normally be able to drop the car off earlier than stated on your voucher, however, we are unable to refund any unused days or make refunds on vehicles returned early. Please contact the car rental agent for details if you are planning to return the vehicle early.

Although we cannot extend your rental after the pickup time, this may be possible by requesting this extension directly with your car rental agent. If they have availability they will normally be happy for you to keep the vehicle a little longer. There will be an additional cost to this and this is paid directly to the car rental provider.

If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed. If the booking is cancelled outside 7 days of the car rental booking date and at least 48 hours before the pickup time, all funds except a cancellation fee of EUR 25.0 and the card processing fee (where applicable), will be reimbursed. If the booking is cancelled less than 48 hours before the pickup time, no funds will be reimbursed, or if you have a fully prepaid rental and equivalent of 3 days rental plus Û25 cancellation.

This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.

If you receive information that your booking has been provisionally confirmed, this means that we experienced some difficulty when trying to charge the card you provided. This might be due to putting incorrect card details, insufficient funds on your card, your bank not authorising the transition due to a limit on the card etc. Our representative will call you shortly to reprocess transaction. In the mean time the reservation is provisionally confirmed for you until the transaction is processed again.

If you are having problems cancelling your reservation online, please contact our 24 hour call centre at the number provided on your rental voucher and one of our Travel Advisors will be able to assist you.

Please do not cancel your booking with the car rental agent directly as additional fees may apply.

If you wish to cancel a booking the only accepted method is through our Cartrawler Website which is located under the heading of Manage your Booking.

When you make your initial booking request we never debit your account. We do, however, pre authorise your card for the required deposit amount. In the event that we are unsuccessful in securing the vehicle that you require, we will release these funds back onto your card immediately. A member of our team will be in touch before hand to discuss the alternative options available.

The Fraud Department protects your personal information against unauthorized access and disclosure. We are working closely with law enforcement organizations to prevent online criminal activity. We are taking many steps to ensure the security on our booking engine. In some cases you may be approached by our Fraud Department with a Security Check if there is any inconsistency in your booking details/ history.

Should this happen please contact our Customer Centre immediately in order to validate your details and process your transaction securely.

Our entire booking process, from entering your details to processing the payment, takes place in a secure environment (VeriSign secured). We treat data as an asset that must be protected and use lots of tools (encryption, physical security, etc.) to protect your personal information against unauthorized access and disclosure. Please note that that this booking engine may contain links to resources located on servers or websites operated by third parties that may not be secure. You will need to use your own discretion when communicating and utilizing services from these other websites or servers.

This is a random security check that is carried out to try and prevent fraud.

Yes, you can cancel your On Request reservation free of cost, however please note that we confirm 99% of all our reservations so your reservation will most probably be confirmed. However, if you still decide to cancel, the easiest way to cancel your booking, you can do it online online via the ÔCancel my Booking' section.

When we advise you that a vehicle is on request, this likely means that your specific vehicle category booked may be limited and we will need to verify availability with our rental agent. In this case we will contact you within 48 hours to advise if this vehicle is available.

Yes, this is a requirement and is extremely important. Failure to present the voucher that we have sent to you could result in additional costs for your rental. If you need a new voucher or you have lost your voucher, just go onto our website and re print it via the ÔMy Booking' Section.

The quickest and easiest way to re print your voucher is to go online to our website and go to the ÔManage Booking' section on our website. Just enter your e-mail address and Reservation Number and click print.

We automatically send your voucher as soon as your rental is confirmed. If you haven't received it please check your spam filter. You can also print your voucher online using ÔManage Booking' section on our website. Just enter your e-mail address and Reservation number and click print.

The easiest way to print your voucher is through our website, just click on Voucher Lookup in ÔManage Booking' section, enter your e-mail and voucher number and click print. Your voucher will also be in your e-mail inbox as we sent it to you at time of booking.

You need to present a printed form of your voucher at the rental desk. If no voucher is presented you could be charged at a higher rate for your rental.

When the booking is confirmed you will be sent an email and a link is provided for you to click on and see / print your rental voucher.

The Rental Voucher is a summary of all details relating to this booking and must be presented at the local rental desk.

The placement fee is the first part of the rental price, payable at the time of the booking to CarTrawler, that facilitates making of the booking with the car rental agent. This fee is payable to secure your booking with the car rental provider and is a part of the total price of your rental.

Throughout the booking process on Step 3 you will see ÒSummary of ChargesÓ showing how much is the total price of the rental and how much is payable at the time of booking. Also a confirmation email with payment confirmation is sent specifying how much is paid.

The address of your car rental agent will be clearly stated on your voucher. If you are collecting the vehicle at an Airport location it will clearly show whether the rental provider is in the terminal or not. Some Rental providers offer a meet and greet service and this information will be clearly stated on your rental voucher. If you are having trouble finding the rental agent location then you can call our 24 hour call centre at the number provided on your rental voucher

There is no guarantee as the vehicle is reserved for the pick up time you provided when making the booking.

The opening hours of the car rental agency can be found on the car rental agency website.

This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.

If your flight is cancelled or delayed, please call our 24 hour call centre to let us know. One of our Travel Advisers will be able to assist. The number to call will always be displayed on your rental voucher. Please note that we cannot offer refunds due to delayed or cancelled flights.

The easiest way to add flight details to your booking is to just e-mail us your new details to reserve@cartrawler.com. We will add the details to your booking and reply to you to advise that this has been done. Don't forget to add your reservation number in the subject box of your e-mail.

This is quite easily done at time of vehicle collection. Just tell the agent you wish to add this to your booking. The cost of this is payable locally in the local currency. You can also request an additional driver on step 3 of the booking process.

Child seats are mandatory in most countries therefore by requesting them in advance on step 3 of the booking process they will most likely be available. It is important however to request these at time of booking to secure the child seat. Please note that the cost of the child seat is not included in the price and is payable at the rental desk in the local currency.

The quickest and easiest way to request optional extras is to prebook them in advance on step 3 of the booking process. They can also be purchased on arrival when you collect your car. Optional extras are not included in the price and are payable at the rental desk in the local currency. The cost of additional extras can be found on your terms and conditions under Ôspecial equipment'.

We are contactable 24 hours a day, 7 days a week. Check our contact details section for a dedicated telephone number to call from your own country. You can also log in your query through the Contact us section of the website.

If you have recently submitted a claim for a refund, please bear with us. Our customer care department will be processing your request as quickly as possible however this can take up to 20 working days. We will be in touch shortly. While you are waiting for a reply from us there is no need to re-send your email. We will be updating you throughout our investigation and you can view the status of your ticket by clicking on the link provided in your emails.

In the unlikely event that the rental agent didn’t have a car available for you at the desk, please contact us by logging a ticket through the contact us section of this website. Please attach any supporting documents (rental agreement, final invoice) and we will look into what had happened.

Please review the details on your rental voucher and check if you accepted any optional extras at the rental desk (typically, G.P.S., child seat, additional Insurance etc.), or added another driver to the booking. These type of charges are payable at the rental desk and would be additional to the rental price on your Voucher. However, If you feel you have been overcharged please contact by logging a ticket through the contact us section of this website with a description of your query and all your supporting documents (rental agreement, final invoice).

All claims should be made directly with Mondial Insurance when you arrive home from your trip. You will receive all the information you need to make a claim shortly after purchasing your insurance.

If there have been damage to the rental vehicle, please contact you rental agent directly. CarTrawler does not deal with these queries as these need to be reviewed with by the rental agent.

Please bear in mind we can't guarantee a make or model of your rental vehicle. This means the car you receive may vary from the example car shown on our website during making of the booking.

However, if you feel that the car you were offered is of lower category than the car you booked, contact our 24 hour call centre while you are at the rental desk and they may be able to help you while you are there. Alternatively please contact our by logging a ticket through the contact us section when your rental has been complete. Please include all your paperwork (rental agreement, final invoice).