tries to inform you as completely as possible about renting a car and what it involves. Still our customer service center gets a lot of questions by phone or e-mail about car rental and what one can expect at the destination. Below you will find a list of frequently asked questions about car rental and the answers to those questions. Is the answer not clear or is your question not there, then please fill in our contact form with your question or request.


What is included with a rental car from

At we want you not to worry about your car rental. This means that all necessary insurances are always included. These are damage insurance, theft insurance and liability insurance. The local tax, airport tax and listed free mileage are also included in the rental price. In most cases, the number of free mileages is unlimited, unless stated otherwise. Most of the countries we work with use a deductible. For car rental in the USA no deductible will be charged.

What is not included with a rental car from

Extra options such as a child seat, ski-equipment, extra drivers or drop off charges. If you want to add extra options, please check the possibilities at the rental station first. In most cases, airport locations have more options than (local) city locations.

Do I need a credit card to rent a car?

The main driver is required to bring a credit card in his/her name, which covers the deposit and any extras. In addition to the name, note the following points:

  • Leave sufficient spending space for the deposit.
  • Bring a physical credit card, a digital and/or prepaid credit card is not allowed.
  • Make sure you know the PIN code.
  • For some countries, such as Spain, Hungary, Portugal and Turkey, it is mandatory to bring two credit cards in case you rent specific (more luxurious) car types. Please contact our customer service team for more information.

Do I need an international driver’s license?

Every driver needs to have a valid driver’s license from the country of origin. There can be additional rules applicable regarding how long you have your driving license etc. Please refer to the specific conditions per country.

Can I choose a different drop-off location than pick-up location?

Yes, in most cases this is possible, this is called a one-way booking. If you drop your car off at a different location than where you picked it up, drop off charges may apply, and they will be added to your invoice. Drop off fees are not included with a prepaid booking but must be paid at the location. No additional drop off fee will be charged for rentals within the state of Florida and within the state of California. But for one-way rentals via Hertz other conditions may apply so please contact us for more information. Via our website you can’t book an international one-way between the USA and Canada (and vice versa), you need to contact our customer service team for this. For most bigger cities, one-ways are possible. 


Booking a rental car

What if I'm 25 years old or younger?

Underage rules apply if you are 25 years old or younger. Underage drivers may only be permitted to rent specific vehicle classes and an additional young driver fee may apply. It differs per location what the specific rules are. In some cases, for example you cannot rent a car if you are 18 years old, or you need to pay a high additional surcharge to rent the car. It can also happen that there is no specific minimum age, but that the locations asks that the driver has his/her driver’s license for ‘x’ number of years.

Can I book a GPS-System?

Yes, for the USA and Canada, you can choose a package including GPS. For other locations, you can optionally add a GPS. When you rent a car via Hertz, you can only book a GPS in Florida, for other destinations they use Apple or Android systems build in the rental car.

What does the term excess mean?

Some insurances have a so called excess. This means that you still are liable for a certain amount in case of damage.

How much luggage can I bring?

The size of the boot and the maximum number of suitcases is different for each car. Because there are many different car types, it is good to think in advance about the size of the boot and how many suitcases you can take with you in the car. We recommend bringing soft case suitcases, which you can easily stack and load in the car.

What should I pay attention to regarding the car type/category?

When you book a car, a specific brand cannot be guaranteed, it will be a certain type or the equivalent.
In the USA 4WDs cannot be guaranteed. For Central America and Africa, where a 4WD is recommended, it can only be guaranteed if you see the letters, B, D, N, or C as the third letter. When in doubt, we recommend you to contact us by phone or email.

Changes and cancellation

Are there any costs for cancellations and changes to my booking?

Up until 14 days before your pickup date the cancellation fee is EUR 35,00. From 14 days up to 48 hours before picking up, the costs are EUR 75,00. In case of cancellation within 48 hours before the pick-up time there is no refund. Partly used vouchers cannot be refunded.


My flight is delayed – what should I do?

If your flight is delayed, there is a good chance that you will not be able to pick up the car at the indicated pick-up time. If you have provided your flight number in the car rental reservation, the local car rental company can track the delay. If you have a delay, it is best to call us (both during and out of office hours), so that we can reconfirm the rental car. Please note that if we and the pick-up location aren’t aware of your delay, your rental car may be hired to someone else and therefore not available anymore. In this case you still need to pay the full amount or deposit (prepaid booking).

Where can I find the pick-up location at the airport?

For the airport locations, after you picked up your luggage, you can follow the signs to the rental location, depending on the rental company: Alamo, National, Hertz, Enterprise or Europcar. Please note that, if you cannot find a sign for Alamo, you can also go to the Enterprise counter.

Signing the rental agreement

If you pick up your rental car, you will receive (either by email or in print) the rental agreement. Read this carefully, especially the small print. If you have any questions or remarks about the rental agreement, contact our customer service before you sign it.

What does the deposit entail?

The max. amount for the deposit (which will be withheld from your credit card) differs per country. You can consult the specific rental conditions per country. Please note that it in take up to a maximum of four weeks for your deposit to be transferred back, but this varies per country. In case of damage, it can take a longer period. Contact our customer service team if it has been more than four weeks ago since you’ve returned the rental car or if you have any other questions.

Is there roadside assistance included?

A standard roadside assistance package is always included, depending on the brand you can also upgrade to a ‘plus’ package. It depends on what is exactly included, consult the specific rental conditions per country for all the details.

Can I cross the border with my rental car?

This depends on the country of your car rental. You can check the rental conditions for the location or contact our customer service team for more information.