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  • Travels to Eastern Europe:
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Auto Europe Car Rental Companies: Hertz, Avis, Dollar, Budget, Enterprise, National, Europcar, Buchbinder, Peugeot
FAQs

FAQ Categories

Sample Voucher

Car Hire FAQs

  • Do you offer a toll-free service from overseas?

    Instructions will be provided with your confirmation voucher, so you may contact us, toll-free, should you require assistance after departure. Emergency road service is provided locally with every car hire.
  • How can I pay for my car hire?

    Auto Europe accepts American Express, Mastercard and Visa.
  • Is Auto Europe able to issue an invoice with VAT?

    As Auto Europe is acting as a Disclosed Agent we are unable to issue an invoice with VAT. Should you need an invoice with VAT we recommend that you contact the car rental supplier.
  • How is my rate guaranteed?

    All rates are guaranteed in pounds. Full pre-payment is required to confirm all rentals.
  • How long will it take for my reservation to be confirmed?

    We can confirm most reservations within 20 minutes. For last minute reservations, please call us at 0800 358 1229.
  • Is there a fee for cancelling or changing a reservation?

    Auto Europe has no cancellation fee when Auto Europe is advised 48 hours prior to the reserved rental start date. Auto Europe does not charge any amendment fee up to 48 hours prior to the rental start date however should a reservation be amended the client will have to pay the rate available at the time of change. No refund is possible for cancellations less than 48 hours prior to the reserved rental start date & time and for cancellations after the planned pick-up date. Auto Europe does not refund should the client show up to the counter without a valid driver's licence. Auto Europe does not refund should the client present an invalid credit card at the counter. In case of a cancellation due to officially acknowledged Force Majeure Auto Europe will only charge an administration fee of GBP 25. Auto Europe does not refund any unused days if the customer does not show up, shows up late or returns the vehicle early.
  • What do I need to pick up my car hire?

    • Full (both sides) and Valid Driver's License.
    • Credit Card in the primary driver's name (unless a cash deposit has been arranged through Auto Europe and/or the car supplier).
    • Your reservation voucher from Auto Europe.
    • DVLA code for downloading your driving licence record from 8 June 2015

    Auto Europe's vouchers contain specific information about the car you have booked, the car hire rate, among other details. If you book your car hire by phone, vouchers will be faxed to you immediately upon receipt of payment. If you book online, vouchers will be emailed to you immediately upon receipt of payment. A car hire agreement will be completed at the car hire counter at the time of collection. For more information, please see our Sample Voucher (this will open a PDF sample voucher in a new window).
    After 8 June 2015 the paper part of the UK driving licence will lose its legal status. You will still need information from this part to hire a car. Read more here.

  • DVLA changes and car hire - important!

    Please be informed that after 8 June 2015 the paper part of the UK driving licence has no longer any legal status. However, you will still need the information from the paper part to hire a car.

    Therefore, please request online a special code from DVLA (Driver and Vehicle Licensing Agency), valid for 21 days, prior to your rental. Present the car hire company with the code, which will allow them to check your driving licence details and/or download a summary of your driving licence record.

  • What does Refundable Excess mean?

    Should the supplier charge you for the excess following an accident, we will refund the money charged to you pending receipt of proper documentation: receipt of payment, police report, damage report, etc.

    This is a refund of the excess payment. Amounts charged for damage not covered by this excess will not be refunded, nor will there be any refund if it is determined that the damage was due to driver negligence.

    Please click here for more information on Refundable Excess.

  • What if I find a better rate for a car hire?

    Auto Europe guarantees the best rates and service available. If you happen to find a lower rate with comparable service, location, terms and surcharges, we'll beat it! To submit the lower rate to us, please complete our Best Price Guarantee form.
  • When is your Reservation Centre Open?

    Our reservation centre is open Monday to Saturday, from 08:00 to 21:00, and on Sunday from 09:00 to 19:00.
    Call us toll-free at 0800 358 1229 or book your car hire online!
  • I wish to make a complaint. Is there a certain time frame that I must observe?

    Yes. If you experience any problem during you rental, you have 90 days from the drop off date to bring it to our attention. To contact Customer Service, you can fill out our form or email us at completedrentals@auto-europe.co.uk. After that period, we will no longer be able to assist you.

Chauffeur Service FAQs

  • Do you have Meet & Greet Services?

    You will be greeted in airports and other public places with a hand-held sign. We can also meet you at your hotel and in other locations.
  • Do you have toll-free service from overseas?

    Instructions will be provided with your confirmation voucher, so you may contact us toll-free should you require assistance after departure.
  • Do you offer customized services?

    Yes, but additional advance notice is required to prepare custom itineraries, motorcoach services, and other special requests.
  • How can I pay for chauffeur services?

    Auto Europe accepts American Express, Mastercard, Visa, and checks.
  • How is my reservation confirmed?

    A detailed confirmation voucher will be sent to you. If you reserve by phone, vouchers are faxed to you immediately upon receipt of payment. If you reserve online, vouchers are emailed to you immediately upon receipt of payment. In either case, a copy is mailed the next business day.
  • How quickly can I reserve chauffeur service?

    We are able to accommodate most chauffeur reservation requests with as little as 3 hours advance notice. Services must be fully pre-paid, and credit card information will be kept on file for any extra charges (such as additional time/mileage, cellular phone bills, etc.)
  • Is there a fee if I cancel my reservation?

    Reservations are fully refundable up until the time the driver and vehicle depart the garage. A penalty will be applied to 'no-show' bookings.
  • Is there a fee if I change my reservation?

    There is no fee to change reservations for chauffeur services.

Specialty & Sports Car FAQs

  • Are there any fees for changing or canceling my reservation?

    Specialty car reservations may be changed or canceled without penalty up until 3 days prior to schedule start of rental. Cancellations and changes after this period may be subject to a minimum charge plus delivery fee if the vehicle has been dispatched to scheduled delivery location. All changes and cancellations must be processed by Auto Europe and not through our overseas affiliates.
  • Do you have toll-free service from overseas?

    Toll Free Service From Overseas - Instructions will be provided with your confirmation voucher, so you may contact us toll-free should you require assistance after departure.
  • How do I pay for my reservation?

    Because of the high value of specialty vehicles, 2 major credit cards must be provided at the time of rental. Auto Europe accepts American Express, Mastercard, Visa, and checks.
  • How do I pick-up my vehicle?

    Arrivals in airports and other public places will be greeted with a hand-held sign. Vehicles may also be delivered and returned to hotels and other locations.
  • How is my reservation confirmed?

    A detailed confirmation voucher will be sent to you. If you reserve by phone, vouchers are faxed to you immediately upon receipt of payment. If you reserve online, vouchers are emailed to you immediately upon receipt of payment. In either case, a copy is mailed the next business day.
  • How quickly can I make a reservation?

    We prefer a minimum of 24 hours notice for specialty car reservations.

Membership Account FAQs

  • How do I become a member?

    There are two ways to sign-up. You can either go directly to our sign-up form or you can simply complete a request as you normally would. After you send in that request, you will have an opportunity to sign-up. If you choose to do so, when you go to the sign-up form, the information you provided for your request will be pre-filled in the sign-up form.
  • How do I log-in?

    Once you sign-up, we automatically log you in. When you are logged in, you will see a small bar in the upper left corner of the screen welcoming to you our site. If you already have set up an account but have logged out, you can either click on the 'Log-In' button on our menu bar which takes you to our log-in page or, if you are on our home page, you can use the log-in area on it.

    Helpful Hint: If you click on the checkbox stating 'Save my password on this computer', you will remain logged in on that computer whenever you visit our site. However, if you go to our site on another computer, you will have to log-in again. If you do not check this box, you will have log-in each time you visit our site.

  • How do I log-out?

    To log-out, go to the My Account page by clicking on the 'My Account' button in the menu bar, and then click on the log-out icon or link in the Log-Out section. If you log-out, we cannot pre-fill any of the form fields for you when you make a request. You will need to log-in again for that work.
  • How do I manage my account?

    To manage your account, go to the My Account page by clicking on the 'My Account' button in the menu bar (it only appears when you are logged in), and click on the icon or link in the Account Management section. That will bring you to a page summarizes all of your account information. If you need to update an item, you can click on the 'Update' link next to it and you will be provided with a form to make your changes.
  • Is my credit card information stored in my account?

    No. We do not store any credit card information in your account.
  • What about my privacy?

    Your privacy is very important to us. As long as you do not share your member name and password with others, no one will be able to see or edit your personal information. For more information, please read our privacy policy.
  • What if I share my computer?

    If you share your computer with others, you should log-out when you are done with your session on our web site. And, when you log-in, make sure that the checkbox next to 'Save my password on this computer' is unchecked. Taking these steps will ensure that the next person using the computer will not have access to your account.
  • Why should I sign-up?

    When you sign-up to be a member on our site, you will be able to save time filling out requests. Once you have joined and logged-in, each time you send us a request, we will pre-fill the submission form with your personal information so that you do not have type the same things again and again. We also give you the opportunity to sign-up for our email newsletter which will keep you up-to-date on the latest specials and incentives we're offering.

    Please Note: You do not have to sign-up to use our site. Although this feature is designed to make our site easier to use, you are not required to become a member in order to book a travel service with us.

Transfer Service FAQs

  • Do you have toll-free service from overseas?

    Instructions will be provided with your confirmation voucher, so you may contact us toll-free should you require assistance after departure.
  • How can I pay for transfer services?

    Auto Europe accepts American Express, Mastercard, Visa, and checks.
  • How is my reservation confirmed?

    A detailed confirmation voucher will be sent to you. If you reserve by phone, vouchers are faxed to you immediately upon receipt of payment. If you reserve online, vouchers are emailed to you immediately upon receipt of payment. In either case, a copy is mailed the next business day.
  • How will I find my transfer driver?

    Arrivals in airports and other transportation hubs will be greeted with a hand-held sign.
  • How quickly can I arrange for transfer services?

    We are able to accommodate most transfer reservation requests with as little as 3 hours advance notice. Services must be fully pre-paid, and credit card information will be kept on file for any extra charges (such as cellular phone services, etc.)
  • Is there a fee for canceling my reservation?

    Reservations are fully refundable up until the time the driver and vehicle depart the garage. 'No-show' bookings will be charged the full cost of the transfer.
  • Is there a fee for changing my reservation?

    There is no fee to change reservations for transfer services.

Web Site FAQs

  • How do I confirm my reservation?

    To pay for your reservation, you can either call us toll-free at 0800 358 1229 or enter your credit card information on our secure credit card page. You can also get to this page by clicking on the 'Home' tab and then on the 'Confirm My Quote' link in the blue bar underneath the tab.

    All information sent through our web site is encrypted to protect your privacy.

  • How do I request a car hire?

    To request a car on our web site, click on the 'Car' tab on the top of the screen. You will then go to the first screen for car service and if there are additional services available (such as motorhome rental, specialty car rental, etc.), they will appear in the blue bar directly below it. You can either choose another service from the blue bar or begin making your request with the form below the blue bar.

    To see what cars we have available, you will first need to choose the country where you would like to rent the car. For a standard car rental, you will also need to enter your pick-up and drop-off dates and times (time is on a 24-hour clock). Once you have chosen your country and dates, click on the 'Find Cars' button.

    The next screen you see will have a list containing the first 5 cars available for your country and dates. Text links at the start of the list will navigate you through all of the car results. Cars are sorted by price and transmission, with the manual transmission cars coming first. Next to the car name there will be a small picture of the car that you can click on to see more detailed information about it. When you find a car you like, you can click on the red 'Select' button to add it to your request. Clicking the select button does not mean you are obligated to rent that car!

    Once you have selected a car, you will be asked to provide more detailed information about your rental on the next screen. All form fields in boldface need to be completed. After entering that information, the car will be added to your request and will remain with it until you either submit it to us or remove it. You can also edit the information you added on the last screen at any time by clicking on the 'My Request' button and the clicking on the 'View/Edit' icon next to that item. Please Note: You cannot edit your car type, country or dates on a standard rental without starting over. To start over, click on the 'Delete' icon next to an item and then click the 'Car' tab to begin again.

    You may also add 'Specials' to your request, but they will not be applied to your rate until after you have submitted your request to us.

  • How do I submit my request?

    To send your request to us, go to the 'My Request' page and click on the 'Request My Quote' button. You will need to fill out a brief form so that we may contact you with a final quote. We can usually respond by email within a few hours. All information you send to is encrypted to protect your privacy.
  • Where does my request go?

    Your encrypted request is emailed to our Internet Department. A reservationist will review your request and email you a completed quote, usually within a few hours. When you receive your completed quote from us, you can then confirm it by paying for it if you choose to do so.

    After we send you a final quote, we will make a temporary, non-binding reservation in your name in order to lock-in the rate we quoted you. If any sale or promotion applies to your reservation, our email response will notify you of the impending deadline.

    By sending a request to us, you are not under any obligation to hire a car .

  • Will I have to complete a driver profile after I make a booking?

    We only require a driver profile to be filled out whenever special arrangements must me made for a client to pick up a car.

    These situations include before or after hours pick-ups, hotel deliveries, and meet and greet services. The completion of the driver profile expedites the confirmation of the service. It also allows all rental paper work to be filled out prior to the client's arrival.

    We will notify you via email only if you need to complete a driver's profile form.

Motorhome Hire FAQs

  • BEFORE BOOKING: GOOD TO KNOW

  • Why choose a motorhome for my next holiday?

    Experience freedom, adventure and fun, all with the comforts and flexibility of a 'hotel on wheels'! We guarantee customized and high-standard assistance on a large range of motorhomes to suit all budgets. We offer motohome hire in more than twenty countries all over the world, including Europe, North America and Australia. We even offer SUV campervans in South Africa, perfect for safaris and getting close to nature.
  • You usually have unbeatable prices: What's the catch?

    We are specialists in motorhome hire and can count on long-standing partnerships with many companies all over the world to secure the best deals. We always get preferential rates, even cheaper than the suppliers themselves!
  • How can I get the best option?

    The earlier you book, the better! Due to the increasing volume of requests, we highly recommend you plan your holidays well in advance and take advantage of our early bird discounts, which are valid up to some months before pick-up, and secure your preferred motorhome. We will also consider last minute requests, but the availability would be very limited and prices will generally be higher. Please don't forget that high and low seasons differ depending on the destination, for example, winter time in Europe is high season in Australia!

    Click here to subscribe to our newsletter and receive our latest special offers or find us on Facebook.
  • What do I need to consider before booking?

    Before proceeding with your reservation, please remember:
    - The driver's credit card is necessary for the collection of the vehicle. Please make sure that you have a large enough limit on your credit card, which will be blocked on for the duration of the rental.
    - A valid (not temporary) driving licence must be presented at pick-up. Check below for further information.
    - Make sure you carefully read our Terms & Conditions
  • MAKE A BOOKING

  • How can I book a motorhome?

    You can book a motorhome via our website: www.autoeurope.co.uk/go/campervan-hire/, by selecting your location and date, and choosing the vehicle(s) that you prefer. No payment is required straight away: as soon as we receive your request, we will check the availability of the motorhome with our supplier and contact you in order to proceed with your booking. You can also contact us at the following email address:muccampers@autoeurope.de
  • How can I pay for the rental?

    In order to pay the booking, we accept the major credit cards: Visa, MasterCard and American Express. It is not possible to pay by cash, check or gift vouchers. The payment can be made online (we will send you a direct link) or over the phone. If made online, the cardholder's name must correspond to the driver's name on the voucher, otherwise, the system will block the payment for security reasons. Also for the vehicle pick-up, the main driver's name on the voucher must match with the credit card owner's name.
  • Do I have to pay the whole rental rate?

    If the pick-up date is in less than 60 days, full payment is required. Otherwise, 20% of the total amount must be paid immediately, and the remaining amount will automatically be charged 60 days prior to pick-up.
  • Is there a minimum rental period?

    Yes, it depends on the season. The minimum rental period usually varies between 7 to 14 days. Shorter periods are always on request. Bookings less than 4 days are not taken into consideration.
  • Can I modify a reservation?

    Yes, but we will only consider the modification if requested more than 7 days prior to pick-up. All changes must be approved by the supplier and the price might be updated, if the rate has changed.
  • Can I cancel my booking?

    Yes, according to the supplier's cancellation policy. You will be informed about the cancellation fees and deadline before the payment. The cancellation fees will be also listed on the confirmation voucher.
  • DRIVER AND PASSENGERS

  • Do I need a special licence to drive a motorhome?

    Generally no. All drivers must present a valid driving licence and an identity card or passport. Only for Premium motorhomes (with a weight of approx. 3.5 tons) a C/C1 - Category III driving licence will be required. If the licence is not in English, an International driver's licence or a certified translation might be required. Provisional licences are not accepted.
  • Are there restrictions on the driver's age?

    In Europe, the minimum driver's age is generally 25 years, but it depends on the rental company. Some countries may allow 21-year-old drivers. We will check for you before proceeding with the booking. Please consider that a surcharge for young drivers aged 21-25 might be required.
  • Are children counted as regular passengers?

    Yes, they are counted as regular passengers for security reasons, even if you take/book child seats. Child and booster seats must be requested and paid in advance. The renter assumes liability for booked seats if compulsory in the destination country.
  • What about the additional drivers?

    Additional drivers will be registered for free directly by the supplier. Most suppliers allow a maximum of two additional drivers. They will also have to provide a valid driving licence and identity document.
  • COLLECTION AND RETURN

  • Is a credit card necessary for motorhome collection?

    Yes. Depending on the supplier's policy, a deposit, usually corresponding to the insurance excess, will be blocked or debited on the main driver's credit card for the rental duration.
  • When can I collect the motorhome?

    Rental stations have fixed opening times which will be listed in your booking. In destinations such as Australia or New Zealand, pick-up may only be possible in the afternoon and return in the morning. Some depots are closed for bank holidays and lunch breaks.
  • How long does it take to collect the motorhome locally?

    Please give yourself approximately one hour for the motorhome check-in formalities. The supplier will also give you a quick explanation of the motorhome conditions of use. Please note, if you are flying to the USA or Canada, you cannot pick up the motorhome the same day of your arrival. You will need to book your stay at a hotel for the first night in order to overcome the jet lag. This does not apply for Australia and New Zealand.
  • What if I cannot collect/return the motorhome during the station opening times?

    Sometimes, our suppliers exceptionally allow an 'out of hours' pick-up or drop-off if you are willing to pay for one or two additional days, according to your needs. Further details will be given during the reservation process.
  • Can I return the vehicle before the drop-off due date?

    Yes, within the depot opening hours. No refunds are provided for early returns or late collections. For any delays, extra charges may be requested locally.
  • Are the locations situated at the airport/railway station?

    Supplier locations are generally situated outside the airport or in the city centre. On our website, the distance to the depot is usually mentioned in the selected offer. We will provide the full location address during the booking process.
  • Do you provide transfers?

    Yes, transfers are available on a request basis, and might be included in the rate or payable as extra service, depending on the supplier. Due to their size, motorhomes cannot be delivered to the airport or the city centre and the passengers will be transferred to the depot. In order to organise the transfer and confirm the reservation, we will need your flight details. If the transfer is not provided, please check alternative options to reach the station such as a taxi, public transport, train, etc.
  • Are one-way rentals allowed?

    One-way rentals are always on request. We will be glad to check for you with our supplier. Please consider that a one-way hire will usually incur extra fees payable locally or in advance.
  • It is possible to leave my car at the depot parking during the rental period?

    It is necessary to check with the supplier if they can organise it for you and if so, if extra fees may apply. If you decide to park your car at the station, the supplier would decline any responsibility.
  • EXTRA SERVICES AND EQUIPMENT

  • What is the motorhome transmission?

    The vehicle transmission is always specified in the vehicle description. In Europe, most motorhomes are manual. In the USA and Canada, all motorhomes are automatic.
  • What is inside the motorhome?

    With the exception made for a few motorhome models, most vehicles are normally provided with a toilet and shower, kitchen, fridge, heater, cables and plugs, rechargeable water tanks, and batteries.
  • How can I request extra equipment/services?

    Additional equipment and services can be selected online during the booking process. A kitchen kit, towel sets, sheets, a GPS, camping table and chairs, child seats, extra mileage packages, winter tyres, excess reduction options, transfers, one-way fees, etc. might be included in the rate or available upon payment of extra fees. Feel free to contact us and we will be glad to assist you with your reservation: muccampers@autoeurope.de
  • Is it possible to reduce the excess?

    Sometimes it is possible to select special packages and options which reduce the insurance excess and vehicle liability. They can be paid in advance or upon collection.
  • Is my pet allowed in the motorhome?

    It always depends on the supplier's decision and the animal's size. The vehicle must be returned clean on collection. Cleaning fees might be required by the supplier. Please consider that the animal's safety will be entirely your responsibility.
  • Can I use the motorhome in winter?

    Yes. Depending on the supplier and the destination, winter tyres may be provided and included in the price, or bookable in advance for an extra fee. You will find all information in the booking offer.
  • Is the motorhome equipped with bike racks?

    It depends on the motorhome model. A bike rack may be included in the price or available on request. Let us know if you require one and we will request it for you.
  • HAVE A SAFE TRIP

  • Is road assistance provided?

    Yes, all suppliers offer road assistance. You will be informed about further restrictions and details during the pick-up. Please remember that motorhomes can be driven only on safe roads.
  • Am I allowed to travel abroad?

    It depends on the supplier and destination. For example, travel to Eastern Europe, Canada, Southern California and Mexico are subject to restrictions and may not be available. Please inform us before proceeding with the booking, and we will check it for you. Forbidden transits are not covered by insurance.
  • Do I have to pay for toll roads?

    Yes, you will have to pay all fees linked to toll roads and possible fines. We recommend planning the itinerary before you start your journey.
  • Where can I camp with my motorhome?

    For a safer stay, we suggest you to choose campgrounds and equipped areas. If you prefer to save some money, you should make a list of free places along your itinerary where you can park overnight such as at big stores, schools and churches. Also consider that local laws often have strict rules about free parking on the road side.
  • Cleaning

    You will receive the motorhome clean and tidy both inside and out. It needs to be returned in the same condition, otherwise extra cleaning fees may apply. External cleaning is usually included in the price.
  • IMPORTANT: Please consider that the answers above only give you general information and they can be updated anytime. For further details, please check our Terms & Conditions, or contact us on: muccampers@autoeurope.de
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