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FAQ | Car Rental London


Please read through the important Questions and Answers below before making your London Car Rental Reservation. It will provide you with a better understanding of the London Car Rental Reservation Service.



Where can I view the Rental Terms and Conditions?

The Rental Terms and Conditions will be displayed during our online reservation process, as well as in your booking confirmation that you will receive in your email. Please ensure that you read carefully through the Terms and Condition to understand the rental package and what is required from you.

My booking status is “provisionally confirmed” – what does this mean?

If you receive information that your booking has been provisionally confirmed, this means that we experienced some difficulty trying to charge the card you provided. This might be due to you providing us with incorrect card details, having insufficient funds on your card, your bank not authorising the transaction due to a limit on the card etc. If your booking status is set to provisionally confirmed, we will contact you to reprocess the transaction and confirm your booking. Alternatively if you want to confirm, you can contact us.

Can I change my booking?

Yes, you can easily change your booking details. You just need to file an amendment request on our online portal. Please note that amendments can take up to 48 hours to be processed, depending on the nature of the amendment. In some cases we might need to get in touch with you regarding your request, so please indicate a valid email address or phone number in the form. We do not charge an administration fee for changing or amending bookings, but, depending on the nature of the changes you want to make, additional cost might occur. For example, in cases where the date needs to be changed we cannot guarantee the same price as originally quoted. For further information, you can also contact us via phone.

My booking status is “denied” – what does this mean?

This means that unfortunately the car rental agent could not confirm the availability of the requested vehicle. If your reservation has been denied by the agent, we will contact you to discuss alternative options. If we cannot contact you we will set the status of your reservation to “denied”. To book another vehicle, just contact us. If you have already paid a deposit during the booking and we are unsuccessful securing the requested vehicle, we will refund the funds back on to your credit card immediately.

My booking status is “on request” – what does this mean?

This means that we still have to confirm the availability of the vehicle with the car rental agent. Once confirmed, we will send a booking confirmation. In cases where the requested vehicle is not available, we will contact you to advise you on other options. 99% of all our reservations are confirmed, however, you can still decide to cancel your reservation free of cost at this stage via our online portal.

Can I rent a car with a provisional driving license?

No, unfortunately the car rental agents we are working with don’t accept provisional driving licenses. You must hold a full driving license in order to be able to rent a car.

Why do I need to enter my flight details?

By providing your flight number, the car rental agent at the pick-up location will be informed about your arrival time and also about possible delays. This will help secure your reserved vehicle in case of a flight delay. Some agents only confirm a reservation if a flight number is provided. If this applies to your rental, we will contact you separately.

I haven’t received my booking confirmation – what should I do?

Once you complete your booking, we will send you a confirmation of your reservation within 48 hours via email. Please check to see if the email accidentally went into your email spam folder. If you haven’t received the confirmation email please contact us.



Where can I reserve an optional extra?

Some optional extras can be purchased online at the time of booking and some can only be purchased at the rental desk. To guarantee availability, always purchase the desired optional extra online where possible.

When will I be charged for optional extras?

For optional extras that you select as part of your booking, you will be charged by the supplier when collecting your car. Payment will be in GBP. The cost of optional extras is not reflected in the online price. Optional extras can also be reserved via the online portal once a booking is made. To access the portal, click on the link that appears on your booking voucher.

Which optional extras are available?

The availability of optional extras depends on the car rental agent and even if they are booked online they are not guaranteed. The following extras can be booked online: • Additional driver • Booster seat / Child toddler seat / Infant child seat • GPS – Satellite Navigational System. The cost of the optional extras are displayed at time of booking in the Rental



Do I need an international driver’s license?

Yes, please bring an International Drivers License (in English) together with your valid and original Local Drivers license if you are visiting from another country. UK residents please refer to Terms and Conditions for requirements.

Is it sufficient to present a copy of my driving license?

No. A copy of your license will not be accepted by the car rental agent. The original document must be presented at pick-up.

Which documents do I need to bring to the rental desk?

The rental voucher we will send you as part of the booking confirmation contains all documents required at the time of pick-up. In most cases, in order to release the reserved vehicle, you need to bring: • Credit card in the name of the Main Driver. Credit card in the name of the Main Driver (MasterCard, Visa, and in some cases, American Express – please consult your Booking Confirmation / Terms and Conditions for list of accepted Credit Cards. • Driving license – Read more about requirements for driving license in your Booking Confirmation / Terms and Conditions • Booking voucher. This will be emailed to you within 48 hours after booking and must be printed out. • Any other forms of identification requested by the car rental agent in their terms and conditions. Details can be found on your rental voucher.



When will I have to pay for the rental?

There are different payment options available which are clearly stated in the booking process:

Prepaid Deposit – Pay an amount now to secure the vehicle and the balance of the car rental booking is taken 7 days before the pick-up date.
Part Paid – Pay a small deposit at the time of booking to secure the vehicle and pay the balance at the time of pick-up at the car rental desk.
Pre-Paid – Pay the full amount for the vehicle at the time of booking.
Post-Paid – Confirm the vehicle without payment. The balance is paid in full at time of arrival at the car rental desk.

Please note, that even if you prepaid for your rental, that you must still bring with you a credit card in the Main Driver’s Name for the refundable deposit.

I received an email from your fraud department – what should I do?

The fraud department protects your personal information against unauthorised access and disclosure. We are working closely with law enforcement organisations to prevent online criminal activity and to ensure the security of our booking engine. In some cases you may be contacted by our fraud department regarding a security check if there is any inconsistency in your booking details/ history. Should this happen, please contact us immediately in order to validate your details and process your transaction securely.




Can I request an automatic car?

Yes. When searching for a car, you can use our search filters on the left hand side and choose to display cars with ‘Automatic Transmission’ only. The specific transmission type will be displayed with a symbol at the time of booking.

How much luggage can I take?

Luggage capacity will vary depending on the vehicle you select. The maximum luggage capacity is displayed at time of booking. It is important that you do not exceed the capacity of luggage specified in the booking.

Will I get the exact car model displayed during the booking?

During the booking process, we will display images of similar cars in the same category. Unfortunately, we cannot guarantee that the car rental agent will have the exact same model available. However, you are entitled to a vehicle in the same category, holding the same amount of passengers and with the same luggage capacity.



Can I get a discount for returning the car earlier?

No, as per our terms and conditions we are unable to provide a refund for the unused days should you return the hired vehicle earlier than originally arranged.

Are there extra charges for late pick-up or drop-off?

If you wish to pick-up or return your car outside the normal rental desk office hours, the car rental agent may choose to charge an extra ‘out-of-hours fee’. We will clearly mention any additional charges at the time of booking.

Are there extra charges for drop-off at a different location? (one way rentals)

Yes, in most cases the car rental agent will charge an extra fee if you wish to return the vehicle at a different location. We will clearly state whether the one-way fee is included in the rental price or what additional cost may arise at the time of booking.

How much do you charge for excess?

The excess amount depends on the car rental agent and the rented vehicle. The excess amount will be authorised on the Main Drivers Credit Card (when collecting the car at the rental desk) and it will be refunded within 10-28 days after the rental if there has been no damage. We offer excess reimbursement insurance in association with our insurance partners, which will allow you to claim for reimbursement in the event that you have been charged for collision damage or theft. This excess reimbursement insurance can be purchased at the time of booking – please note that the Car Rental Agent will still authorise the excess amount over your credit card regardless if you have taken out excess insurance from us.

Which additional charges could apply?

Please note that each car rental agent has its own policy on additional charges which will be clearly stated in the rental conditions at the time of booking. Generally, additional charges may be applied for: out-of-hours pick-up/drop-off, one-way rentals, young drivers or senior drivers. Any additional charges will need to be paid directly at the rental desk in GBP.

Which costs are included in the rental price?

Please note that the costs included may vary depending on the London car rental agent. The car rental agent may also choose to ask you for a deposit or excess at the rental desk. Make sure to check the rental conditions at the time of booking.



What is your cancellation and no-show policy?

The following applies to cancellations of fully prepaid or part-paid bookings:

1. If you cancel up to 24 hours prior to your pick up, you will be refunded in full. If you cancel less than 24 hours in advance, you’ll receive a refund minus €50 for fully prepaid bookings.
2. If your online payment is less than €50, no refund will be made for your car hire booking.
3. If your booking is made less than 24 hours before pick up, the cancellation policy will automatically apply to your booking.
4. All cancellations should be made on our online portal and not with the car hire agent. Should you agree to cancel directly with the car hire agent on arrival, you must also inform us of this change to your booking.
5. Amending your booking or cancelling optional extras may not be possible less than 24 hours before pick up.

Please note for Hertz/Thrifty bookings, the following cancellation policy applies:
Free cancellation for 7 days after booking is made. Thereafter a cancellation fee of €55 will apply. No cancellations are allowed after the pick-up date and time.

If you purchased our Damage Refund Insurance product and have since decided to cancel your car rental booking, the Damage Refund Insurance will be cancelled automatically.
If you wish to amend or rearrange your booking, the Damage Refund Insurance will initially be cancelled. We will, however, automatically create a new policy for your new booking.
In both cases you will receive an email to confirm the cancellation at the email address you have provided during the online booking process.

Please be aware that if you cancel your policy less than 24 hours before the start of your car hire agreement, no refund will be granted.

What is a no-show?
A ‘no-show’ occurs for the following reasons:
1. You didn’t inform us about your cancellation prior to your pick-up time.
2. You failed to pick up the car at the arranged time and date.
3. You failed to provide the documentation that’s required to pick up the car.
4. You failed to provide a credit card in the main driver’s name with enough available funds on it.

In the event of any of the above, no refunds will be made to you.

The car rental company reserves the right to refuse a car to any customer who fails to arrive on time with all necessary documentation and a credit card with enough available funds for the car’s security deposit. In such cases, unless the car rental has been cancelled at least 24 hours in advance, the customer will not be entitled to a refund.


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