Can we help?
You can always Contact Us – but before you do, take a moment to scan our list of Frequently Asked Questions. The answer you’re looking for could be right here…
Can I place a request if I am not a U.S. resident?
If the driver of the car is not a U.S. resident, the driver must present a valid International driver’s license at the rental counter when renting a car in the United States. Most U.S. rental car companies accept international credit cards.
What kinds of cars can I rent?
We offer the following car types:
• Economy Cars
• Compact Cars
• Mid-size Cars
• Standard Cars
• Full-size (4 door) Cars
• Premium Cars
• Luxury Cars
• Mini-vans (7 passenger)
• Full-size Vans.
Our web site includes a full description of each car type, including the typical number of passengers and pieces of luggage each will accommodate. Rental car companies carry a variety of makes and models for each car type listed above. As a result, the rental car companies are not able to guarantee the specific make or model you will receive at the rental counter. Requests for non-smoking vehicles should be made at the rental counter. Rental car companies are not able to guarantee the availability of a non-smoking vehicle.
Same Day Reservations
You can book a rental car reservation up to one hour in advance of your pick-up time. When searching our site, we will provide you with the available options based on the itinerary details you enter on our website. For example, if you place a request on our website at 11 a.m. the earliest you can pick up your rental car is noon the same day.
Can I reserve a car for someone else?
You can submit a request for a rental car that someone else will be driving as long as you enter the driver’s full name and age and the driver meets the following requirements:
Has a valid driver's license issued in his or her full name - the rental company will verify age and may check the driver's driving record. Non-U.S. residents must present a valid international driver's license from his/her home country.
Has a valid credit card with a minimum of $200 or more of available credit. Most locations also accept debit cards.
Meets the minimum age requirements.
Keep in mind that when you initial the request on our Web site you are indicating that the DRIVER accepts all of priceline Rental Cars’ Terms and Conditions and that the driver will be denied rental if any of the above criteria are not met.
What is Collision Damage Insurance Coverage and how do I get it?
Collision Damage Coverage is an optional coverage plan which can be purchased on our website when you make your reservation. While the vehicle is in your possession and is damaged due to collision, theft, vandalism, windstorm, fire, hail or flood, you are subject to pay a lesser amount for the total cost of car repairs, additional charges imposed by the rental car company, or the actual cash value of the car. The coverage offered on our website provides a cost effective way to protect yourself against unforeseen damages or theft. There is also no deductible.
How much does Collision Damage Coverage cost?
Collision Damage Coverage can be purchased for only $11 per day. However, if you have a New York State billing address, coverage is $9 per day. Please remember, while no payment is required for your rental car reservation until you pick up the vehicle, Collision Damage Coverage is charged immediately to your credit card at the time you book your rental reservation.
Where can I find my itinerary or get a receipt?
You can find your itinerary by going to the My Reservations section of our website. Enter your Rental Car Itinerary Number and the email address you used to place your request, and your receipt and full itinerary will be right there for you to print. You will not get a copy of your receipt or itinerary by mail.
When I cancel my rental car reservation, can I also cancel my Collision Damage Coverage?
Cancellations with 100% refund will be permitted for Collision Damage Coverage up until you pick up your rental car. For example, if you are scheduled to pick up the car on 8/1/11 at 3:00 pm ET; you would be permitted to cancel your Collision Damage Coverage up until 2:59 pm ET. If you choose to cancel your reservation, a cancellation will be processed for both your rental car reservation and the coverage. If you still need a rental car, you may go back online to place a new request.
What are the driving licence requirements?
You will need to take your driving licence with you to pick up your hire car.
Hire car companies expect drivers to have held their full licence for at least two years. Provisional licences aren’t accepted.
When you hire a car abroad in some countries you will need an International Driving Permit, as well as your own driving licence. The Rental Voucher we will send you once you book will let you know if you need one for your trip.
If you have a UK driving licence and you’re hiring in the UK, you may be asked for a code at the car hire counter. You can find out more here.
How do I file an insurance claim?
In order to file a claim, you please contact Allianz Global Assistance by any one of the following ways:
Online Claim Initiation: www.etravelprotection.com/priceline
By Phone: Toll free at: 1-(888) 769-6105
By Mail: Allianz Global Assistance, P.O. Box 71533, Richmond, VA 23286-4684
By E-mail: [email protected]
Can I get a one-way rental?
Yes. You can book a rental car reservation with a different pick-up and drop-off location (also known as a "one-way" rental). One way rentals are available between two airports or between an airport and an off-airport location. For example, you can enter a pick-up location at Orlando International Airport (MCO) and a drop-off location in Miami if that is where you will end your trip.
There may be a "drop off" fee charged by the rental car company.
Helpful advice for renting a car
Know Your Insurance Coverage:
Be sure to research the insurance coverage available on your current automobile policy, your credit card agreement and your homeowners or renter's policy prior to picking up your rental car. This will help you make the most informed decision about optional coverages offered at the rental counter.
Inspect the Condition of Your Rental Car:
Take a walk around your rental car with an agent before you leave the rental location. Be sure to make note of any scratches, dents, dings, etc. and report them so there is no confusion regarding the car’s condition upon return.
Get to Know the Features on Your Rental Car:
Take a few minutes before you leave the rental location to familiarize yourself with where everything is on your rental car. Check the headlights, hazards, windshield wipers, door locks, spare tire, etc.
Look at a Map Before Leaving the Airport:
Be sure to ask the agent at the rental counter for directions or a map of the area. Most rental car companies provide free maps as a courtesy.
Avoid Additional Charges at Drop-off:
Be sure to return your rental car at the designated date and time on your rental agreement to avoid extra day and/or extra hour charges. If you do not opt to pre-purchase gas at the rental counter, be sure the gas tank is full upon return to avoid gas and re-fueling fees.
Can I drive my rental car outside the United States?
While your rental car comes with unlimited mileage, the rental car company that is providing the car may have restrictions about driving your rental car into another country. If you plan on taking your rental car outside the U.S., we suggest you ask at the rental counter about its company's policy prior to driving off the rental car lot. This includes inquiries regarding driving into Canada and Mexico.
Can I add a driver to my rental car reservation?
The fuel policy for your rental explains how you will pay for fuel for your hire car, and whether you need to visit a petrol station before you return the car.
You can see each car’s fuel policy clearly by its description. Most cars come with a 'Like for like' fuel policy, which is the best value option - before you return the car, just replace the fuel you've used and you'll pay no fuel charges at all.
When will I be charged for my rental car?
When you choose your rental car company and your exact rate we will provide an estimate of what the rental car company will charge you when you rent the car. This estimate is based on information available from the rental car company directly and includes an estimate of taxes, fees, and surcharges that may apply to your transaction at the time of reservation. It does not include any additional gas, fees, or other surcharges.
Please check with the rental car company when you are at the rental counter for complete rate details.
Pointer - If you have any questions about what you have been charged - check your paperwork! Charges for optional items will be listed on your rental agreement (provided by the rental company) and you are often required to initial by them at pick-up. Any questions concerning optional items should be directed to the rental company that accepts your request.
Can I cancel my reservation / itinerary?
Yes. Simply visit the My Reservation; section of our website and select the "Cancel this Reservation" link at the top of the page. You will need your Rental Car Itinerary Number and the email address you entered when you reserved your car.
How does the Best Price Guarantee work?
If you find a lower publicly available price on another Web site for the same rental car brand, car class, pick-up and drop-off location and pick-up and drop-off dates and times, give us a call prior to your scheduled pick-up and we will cancel your rental car reservation so that you may rebook at the lower rate.
I have not received my confirmed voucher by email
Please contact member of our team at [email protected] quoting your reference number. If you have received your confirmation email but there is no voucher attached please click the link in the email and print out your voucher
Can I do a one way rental?
International and Domestic one way rentals are usually possible and you will find these can be booked on line. Please note that a fee sometimes applies for a one way rental which will normally be paid to the supplier directly when collecting the vehicle. If you are having difficulties with your request online, please contact a member of our team at [email protected] who will assist you with your booking.
Can the vehicle be delivered and/or collected?
In selected locations this service is available - this should be requested at the time of booking. There will normally be an additional charge for this service. Please note - it is not usually possible to get deliveries to or collections from private residences. For more information please contact us via email [email protected]
What is the Rentalcars.com Damage Excess Waiver product?
When collecting the vehicle you will be required to leave a deposit to the value of any insurance excess which may be charged by our car rental partner if the car is damaged during the rental. The maximum excess will be shown in the terms & conditions during the booking process.
The Rentalcars.com Excess Refund product which, if purchased prior to collecting the vehicle, will cover you for damage excess that you may be charged (please see the note below on inclusions & exclusions). The damage excess can be reclaimed through Rentalcars.com subject to our terms and conditions, provided you forward a copy of the following to Rentalcars.com.
- a copy of the supplier accident report form, (this should be completed before completing the rental).
- a copy of your vehicle check in & check out documents which clearly show the new damage being charged for.
- evidence of payments deducted on your credit card.
- Damage excess liability
- Damage caused to the windows, windscreen, glass, interior, personal belongings, wheels and/or tyres, the roof or undercarriage
- Where the driver is under the influence of drugs and/or alcohol
- Where the driver was not a named driver on the rental agreement
- Towing charges or damage caused by the rental vehicle being towed by an unauthorised third party
- Off road time as a result of damage
- Where the vehicle has been driven negligently or without due car & attention, including driving off road & on un-tarmacked roads
- Damage to contents or people in the vehicle
- Theft of the vehicle
In the above circumstances, your liability to pay for the excess will not be waived and you may be liable for the full cost up to and exceeding the excess.
For further information regarding this product, please do not hesitate to contact a member of our team by email: [email protected]
What is included in my rental?
Inclusions will differ between suppliers and from country to country but as a rule will normally include the following: Unlimited kilometers, collision damage waiver, theft protection, premium location fees & local taxes. The inclusions for your particular rental will be clearly shown when booking and also on your rental documentation. If you have any questions, please do not hesitate to contact a member of our team at [email protected]
What will I need to pay for locally?
Whilst Rentalcars.com provides inclusive rates, there are occasions where there will be fees payable locally, these include, but are not limited to: Contract Fee - South Africa, Government Tax - Australia, Licensee Fees in Barbados & Jersey. You will also need to pay locally for any additional extras, for example, additional drivers, child seats etc or additional services such as domestic one ways, additional insurances. Any mandatory fees (non extras) payable locally will be clearly shown when booking and on rental documentation
What do I need to take to collect the vehicle?
When collecting the vehicle the principal driver will need to bring the rental voucher, their full driving license and a credit card in their name. It is often useful to bring a further means of identification - e.g. a passport.
Can I take the vehicle out of the country of rental?
This will depend on the supplier you are renting from and the country you are collecting from. There will be more information on your specific rental available at the time of booking, and also included in your rental documentation. If you have any additional queries or cannot find the information you require, please contact us at [email protected]
Why do I need to sign an agreement locally?
Rentalcars.com acts as a car rental broker. Bookings made through us are subject to, firstly, our own terms and conditions. These cover your agreement with us and will be provided with your rental documentation, as well as being available on our website. The actual rental of your vehicle will then also be subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the rental company which supplies the vehicle. You should satisfy yourself that you understand (and agree) to the terms and conditions of the contract. If you have any further questions regarding this, please do not hesitate to contact a member of our team at [email protected]
I've found a better price
Rentalcars.com operates a best price guarantee and we promise if you find a better like for like pre-paid rental price before or after booking, but prior to pick up, we will beat that price. The Price match guarantee applies to pre-paid rental prices offered on like for like car hires by other independent UK car rental operators using comparable suppliers. It does not apply to vehicles which have an "on-request" status with Rentalcars.com or the operator to whom we are being compared. It is valid before or after booking up until the rental start date, and does not apply to promotional offers, nor prices offered via Airline websites/ call centres. Rentalcars.com will need to verify the terms and conditions of the alternative offer - once the price, suppliers & T&Cs have been verfied a member of our team will contact you with an update on your quote. It is important to note that like for like covers both product and service. For example should the other price be for a rental off airport outside the terminal whereas Rentalcars.coms price is for a price with a supplier on airport with a desk in the terminal this will not be considered like for like. Please note price match requests are handled between 8am and 5pm GMT, Monday to Friday - however requests can be submitted at any time via the price match form on the website.
How do I pay for additional extras?
Additional Extras will either be payable in advance or payable locally when collecting the vehicle from the supplier. Most will be payable locally, for example child seats, additional drivers, ski racks etc, but supplementary Rentalcars.com products will be paid for at the time of booking.
What should I do if I am involved in an accident?
In the event of any mechanical difficulties or accidents involving your car, it is important that you advise the local car rental company as soon as possible (within 24 hours). In the case of an accident the local police should be advised and a police report completed, and the full details of the 3rd party should also be taken. You will need to complete a full accident report form when returning the vehicle to the supplier. The car rental company must give authority to replace or repair a vehicle. It is important that you retain a copy of all documentation for your own records
How do I know where to find the supplier?
Your voucher will clearly state the address of your vehicle supplier. If an airport pick up it will state whether or not the operator has a desk in the terminal. Some airport operations are meet and greet and this will be clearly stated on your voucher if this is the case.
I have been charged by the supplier - what is this for?
There can be a number of reasons for local charges, including but not limited to: - refuelling charges, additional extras, damage to the vehicle. When you collected your vehicle you may have purchased and signed for some of these. Your documentation from the supplier should list the charges made. Should you be unable to understand the documentation, please contact our customer service department who will be happy to assist you. Naturally to do this we will need to contact the supplier & pass on your comments which may take up to 28 days. Please contact using our customer service form here
I bought the Damage Excess Waiver product - how do I make a claim?
When you collected your vehicle, you were asked to leave a deposit to the value of any insurance excess, which may be charged by our car rental partner, if the car was damaged during the rental. If you purchased The Rentalcars.com Damage Excess Waiver product at the time of booking, you are covered for any damage excess you may be charged. This damage excess can then be reclaimed through Rentalcars.com, subject to our terms and conditions
In order to make a claim under our Damage Excess Waiver product, you will need to send the following to our customer services department in writing:
- Booking Reference and lead driver details
- Copy of Rental Agreement
- Copy of the check in / check out documents
- Credit Card Statements relating to any charges
- Copy of Accident / Damage report completed with the supplier
- Copy of police report (if the damage involved a third party)
This information should be sent to:
To make a claim against your Damage Excess Waiver product please email: [email protected]Naturally we will need to contact the supplier in question regarding the incident & charges which can take 28 days. Unfortunately if you did not purchase the excess refund product from us at the time of booking, we regret that we are unable to refund any charges made. If you did not purchase the excess refund product from us, we cannot cover any charges made.