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Help & FAQ

Car rental questions, answered for crew

The practical stuff airline staff actually ask about renting a car — licences, deposits, insurance, payment, changes and pickup. Quick answers below, with links to deeper guides where there's more to know.

These are general pointers. The exact terms for any rental — fees, deposit, cancellation, what's included — live in that booking's own terms and conditions, so always check those before you book.

Driver & documents

What do I need to bring to collect the car?+
The main driver should bring a full driving licence, an ID card or passport, a credit card in their own name for the deposit, and the booking voucher. Some suppliers ask for extra documents, so it's worth checking your booking's terms beforehand. Carrying your airline or airport ID is also smart, as some counters may ask for proof of travel-industry employment.
Will my driving licence be accepted?+
Most full driving licences are fine — provisional or learner licences aren't accepted. If you're renting abroad, some countries also want an International Driving Permit alongside your home licence. The booking's terms spell out anything specific.
How long do I need to have held my licence?+
It varies by country and by car category. The minimum licence-held period (if any) is listed under driver requirements in the booking's terms.
I'm under 25 (or over 65) — can I still rent?+
Usually yes. Most companies rent to drivers roughly between 21 and 80, though each sets its own limits. Younger or older drivers sometimes pay a small age surcharge — but on a crew-focused comparison that fee, where it applies, is built into the final price you see, not sprung on you at the desk. Just enter your real age when searching so you only see cars you can actually rent.
What ID do I need at the rental desk?+
Often an ID card is enough, but depending on your destination and residence a passport may be required. Check the driver-requirements section of your booking's terms so you turn up with the right documents.

Payment & deposits

Do I need a credit card to rent a car?+
For the booking itself you can usually pay online by credit card, debit card or PayPal. But at the counter, almost all suppliers want a credit card in the main driver's name for the security deposit. If you only have a debit card, check the payment section of the booking's terms before you travel. More on cards and deposits →
Will I have to leave a deposit?+
Yes. At pickup the supplier temporarily holds a deposit on the main driver's credit card to cover damage or theft. Return the car undamaged and it's released — though the refund can take a couple of weeks to show, depending on your bank. If the card doesn't have enough available funds, the supplier may decline the car or offer cover to waive the deposit.
How much is the deposit?+
It depends on the vehicle and the rental company. The exact figure is in the booking's terms (look under the payment section), and on your confirmation once booked.
What might I still pay at the counter?+
The "payable at desk" portion of your voucher, the deposit hold, plus anything you add locally (an upgrade, extra cover, equipment). Local taxes or contract fees can also apply in some places. The good crew deals are the ones with no hidden fees, so the price you compared is close to the price you pay.
What currency will I pay in?+
You can usually choose a currency when booking online. The amount payable at the desk, though, is charged in the destination's local currency, and that figure shows on your voucher.

Insurance & excess

What insurance is included?+
What's covered is listed in the booking's terms, usually under what the rental includes. Most rates come with a basic damage waiver and theft protection — the thing to check is how high the remaining excess is. Insurance explained in plain English →
What is the excess?+
It's the amount you're liable for if the car is damaged or stolen, before cover kicks in — it can be substantial on a basic rate. The exact figure is in the booking's terms and on your confirmation. Excess-reduction cover lowers or removes it.
Should I buy extra cover, and where?+
You can add cover when booking, or buy it at the counter (often pricier there). A separate standalone excess policy bought independently is frequently the cheapest route if you rent more than once or twice a year. This is general information, not insurance advice — read the policy terms. More on cover options →
What if I have an accident or breakdown?+
Call the rental company's emergency number on your rental agreement — they'll tell you what to do. For an accident, also call the police to report it; an accident report is typically created when you return the car.

Mileage & cross-border

Is there a mileage limit?+
Many rentals include unlimited mileage; some cap it. Whether yours is limited, and the allowance if so, is shown in the booking's terms under what the rental includes.
What's the fuel policy?+
It's listed in the booking's terms under fuel policy, and on your voucher once confirmed. "Full to full" (collect full, return full) is usually the fairest. Not sure which fuel the car takes? The desk will tell you, and there's normally a label by the fuel cap.
Can I drive across a border?+
Often yes, but cross-border allowances vary by company, and some cars aren't permitted across certain borders at all. The booking's terms specify this — if your chosen offer doesn't list the country you want to visit, pick a different offer that does.
Is there a one-way (drop-off) fee?+
If you return the car to a different location, a one-way fee may apply — it's calculated and included in the rate shown once you've set your pickup and drop-off points. It can vary a lot between suppliers for the same route, so comparing pays. One-way rental tips →

Extras & additional drivers

How do I add a GPS, child seat or other extras?+
Add them after selecting your car, on the optional-extras step — the price then includes them. You can also add or remove extras after booking through the supplier's "My Booking" page. Some items are subject to availability even when booked, but you're not charged locally for anything unavailable.
Can I add an additional driver, and is it free?+
Yes — add them when booking (or at the counter). Whether it's free depends on the region: in many places, especially North America, a partner can often drive at no extra cost. Any cost, where it applies, is included in your final price if added at booking. Note that the same age and licence rules as the main driver apply to additional drivers, and they need to be present at pickup.

Changes & cancellation

Can I change my booking if my roster shifts?+
Yes — that flexibility is one of the best things about booking ahead. You can amend dates, times, car, extras and driver details through the supplier's "My Booking" page before the rental starts (login with your email and booking number). Changing the booking may change the price.
Can I cancel, and is it free?+
Free cancellation is typically available up to around 48 hours before pickup, after which a fee may apply, and once the pickup time has passed a booking usually can't be cancelled. Exact terms vary by booking and supplier, so check your booking's cancellation policy.
What if I don't pick the car up?+
Typically the "payable at desk" portion isn't charged if you don't collect the car — only the amount paid at booking applies. Your booking's terms confirm the specifics.
Can I change the main driver or my details?+
Yes — driver name, email, flight number and other details can be edited via the supplier's "My Booking" page under the change/edit options, before the rental starts.

Pickup & drop-off

What should I check when I collect the car?+
Walk around it for any existing damage and get it noted on the agreement — photograph everything, timestamped, as your record. Check the fuel type and that the tank matches the fuel policy, set the GPS to your language, adjust mirrors and seat, and note where the nearest petrol station is for the return.
What if my flight is delayed?+
If you added your flight number to the booking, the supplier can often track it and hold the car. Either way, call the local rental station (the number's on your voucher) as soon as you know you'll be late. Renting on a layover →
Can I pick up or drop off out of hours?+
Set your exact pickup and drop-off times when booking so you only see suppliers open then. Any out-of-hours charge, where it applies, is included in the final price. You can adjust times later via "My Booking" before the rental starts.
Can I drop the car at a different location?+
Usually yes — use the "return car to another location" option when searching to see available drop-off points. A one-way fee may apply (see mileage & cross-border above).

After your rental

When is my deposit released?+
After you return the car undamaged, the deposit hold is released back to the main driver's card. It commonly takes around one to three weeks to appear, depending on your bank — check with them first if it seems slow.
Why was I charged after returning the car?+
Possible reasons include extras or upgrades bought locally, cover purchased at the counter, or post-rental charges like refuelling, fines or damage. Charges should be listed on the paperwork you're given, though some fines can arrive later. If anything's unclear, contact the booking partner's customer service.
Where do I find my voucher, receipt and terms?+
Once your booking is confirmed, a voucher link is emailed to you, and all documents — voucher, receipt and full terms — are available on the supplier's "My Booking" page (login with your email and booking number).

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