FAQ
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Kategorien
Vor und während der Buchung
Was ist im Tarif enthalten?
Gewöhnlich ist Folgendes in unseren Tarifen enthalten, dies kann jedoch abhängig vom Reiseziel variieren:
- Teilkasko
- Haftpflichtversicherung
- Steuern
- Flughafengebühr
- Unbegrenzte Kilometer
- Pannenhilfe
Diese Aufzählung kann variieren. Wir empfehlen Ihnen, während Ihrer Buchung zu prüfen, was in Ihrem Tarif enthalten ist. Bei der Fahrzeugauswahl werden diese Informationen deutlich angegeben. Sie werden im Abschnitt zu den Tarifeinzelheiten aufgeführt. Für eine bereits bestätigte Buchung finden Sie diese Informationen bei den Mietbedingungen, die Sie von uns zum Zeitpunkt der Buchung erhalten.
Where can I find the terms and conditions of the rental agreement?
When you are making your booking you must confirm that you have read, understood and agreed to the rental conditions. If you click on rental conditions at this point your Terms and Conditions of your rental are available for you to view. At the same time you will also find the terms of this web site, or you can see them here.
If you have made a confirmed booking you will also find the T&C in the voucher that has been sent to the email address you entered at the time of your booking
How old do I need to be in order to rent a car?
Age restrictions are set by car rental agents (normally a minimum age of 21). This means that for insurance purposes the car rental agent may have a minimum or maximum age of the driver they can rent to. All age restrictions will be in the terms and conditions of each rental. Some car rental companies also have a young or senior driver’s fee for specific age groups.
Is there a fee for young drivers?
Yes, in most cases. This depends on the car rental agent and the country of which you will be traveling. Most car rental agents will charge a young driver fee if the main driver is under 25 years of age however the minimum age may differ. This fee is to cover the additional insurance required for the driver. If there is a fee we will clearly state this at time of booking under the rate details section when selecting your car. If you have a confirmed booking, this information is on the rental conditions that we e-mailed to you at time of booking.
Where can I find terms and conditions for the web site and its search engine?
You will find the T&C in the About us section or you can find it here.
What is the fuel policy?
The fuel policy is dependent on the car rental agent. The fuel policy is clearly stated in the terms and conditions under “fuel policy”. Normally our car rental agents will provide a full tank of fuel when you are collecting your vehicle and will ask you to have a full tank of fuel when returning the vehicle (“pick up full return full” fuel policy). A security deposit is normally taken so it is important to fill the tank up when dropping the vehicle off, this will prevent any additional charges. Alternatively, you might be requested to pay for the tank of fuel upon collection and you can return the car with an empty tank (“pick up full return empty” fuel policy).
Please check your rental conditions for details of your Fuel Policy under rate details.
Can I change the fuel policy?
The fuel policy is set by the car rental provider. It is clearly stated in terms and conditions of your rental voucher. Globalcar/Cartrawler cannot change the fuel policy as it is set by the car rental agent and charged upon arrival at the rental desk.
What is the price of a full tank of fuel?
The cost of filling the tank is a charge that is not included in the rental. This charge and its value is decided by the car rental agent. This cost is applied when you have a fuel policy of pick up full-return empty.
Where do I pay for the fuel?
If your fuel policy requires you to pay for the fuel of the vehicle then this will be done at the rental desk when you are collecting your car. Your fuel policy can be found in your terms and conditions that we e-mailed to you at time of booking. It’s under the “Fuel Policy” section.
What does “pick up full/return empty” mean?
This type of fuel policy means that you will pick up your rental vehicle with a full tank of petrol and will be required to return the vehicle with the petrol tank empty. Charges for fuel are payable at the rental location when you collect your vehicle. As you are paying for your fuel in advance to make the most of the petrol you get, we recommend returning the vehicle with as little fuel in the tank as possible.
What is breakdown assistance?
Breakdown assistance is provided by the rental provider 24/7 for your convenience. You will need to contact the rental provider directly to report any mechanical failures. You can obtain further information regarding the terms of the cover from the rental provider
Where can I find information concerning my payment?
During the booking process in Step 3, you will find “Summary of charges” that will show the total amount for your rental and how much of that sum you need to pay at the time of booking. You will also receive an e-mail confirmation with all information of your payment.
Why do I need to state my flight number at the time of booking?
By admitting your flight number, you are assured that the rental provider is aware of your arrival time and any eventual delays. If you don’t admit your flight number and delays occur you may end up in a situation where the rental agent assumes that you no longer want the rental car and will rent it to another customer.
Do I have to pay extra if I want to drop off the rental car early in the morning/late in the night?
If you wish to pick up/drop off the rental vehicle outside the normal opening hours of the rental agent you may have to pay an additional charge. This will be outlined in your rental conditions which can be viewed before you confirm your booking. We will also advise if the out of hours fee is included in the price that you were quoted.
Can I drop off the rental car at a different location?
Dropping your rental car off at a different location is normally possible and we will advise if this is possible at time of booking. Usually there is a fee for this to cover the logistics of returning the rental car to its original location however we will clearly advise of this on the website under rate details at your time of booking. If you have a confirmed booking, this can also be found on the terms and conditions we sent to you at your time of booking.
Can I drive the vehicle to another country and are there any additional costs for that?
This will depend on the car rental agent you are renting from and what their cross border travel restrictions are. We detail whether this is allowed or not at the time of booking.
Cross border travel fees vary from country to country. Please check with the Car rental agent on arrival as restrictions and charges may apply. It will state in the terms and conditions of your rental voucher which countries cross border travel is allowed to for your specific rental and if there are any fees relating to this.
Do I have a limit on the miles that I travel during my rental?
Normally your rental will have an unlimited mileage policy, however in some instances there may be restrictions. We always advise you of your mileage policy before you book your vehicle. This is found under the Rate details link at time of booking. If you have a confirmed booking the mileage policy is clearly stated in your terms and conditions that we e-mailed you at the time of booking.
If the mileage is limited, how many miles can I do per day and what happens if I do more?
The details of your mileage policy may vary depending on the rental provider and the country of car rental, however the information on your mileage policy and charges applicable can be found in the terms and conditions of your rental. If you do go over your allowed mileage you are charged a fee for each additional miles that you exceed.
Can I get my rental car delivered or picked up?
Generally, it is not possible to get your rental car delivered to a specific address. Some car rental companies located in a city area can still have this service. Extra fee is involved. Contact the rental car provider directly and ask if it is possible.
How is the number of days calculated?
The rental day is always 24 hours. Example; If you rent from Monday at 12:00 to Tuesday 12:00 it is considered 1 (one) day. If you rent from Monday at 12:00 to Tuesday at 15:00 this is considered to be 2 days. Therefore always check your selected time carefully because times have effects on the price!
What kind of security level do you have on the website?
The entire booking process, from when you fill in your details to the processing of the payment takes place in a secure environment (VeriSign Secured).
We treat data as an asset that must be protected and we use several tools (encryption, physical security, etc.) to protect your personal information against unauthorized access and disclosure.
You are advised to use your own discretion when communicating and utilizing services from third party websites or servers.
Informationen über meine Buchung
Der Umgang mit meiner Buchung
How can I cancel my booking?
If you wish to cancel a booking the best method is through our Manage your booking tool at Globalcar.
If you are having problems cancelling your car hire reservation online, please contact our 24 hour Call Centre at the number provided on your rental voucher and one of our travel advisors will be able to assist you.
Can I cancel the booking with the car rental supplier directly?
Please do not cancel your booking with the car rental agent directly as additional fees may apply. Instead use our Manage your booking tool on Globalcar website.
I have lost my rental voucher and need a new one.
The quickest and easiest way to reprint your voucher is to go online to our website and go to the Voucher look-up lookup tool. Just enter your e-mail address and Reservation Number and click “Look up” and print your voucher.
I need to add flight details to my reservation
The easiest way to add flight details to your car hire booking is to use the online Manage your booking tool and there fill in the flight information. Alternatively you can just e-mail us your new details to reserve@cartrawler.com. We will add the details to your booking and reply to you to advise that this has been done. Don’t forget to add your reservation number in the subject box of your e-mail
How can I add an Additional Driver?
You can request an additional driver on step 3 of the booking process. It is also quite easily done at time of vehicle collection. Just tell the car rental agent you wish to add this to your booking. The cost of this is payable locally in the local currency. The additional driver needs to be present with a valid driver’s license.
What happens if I don’t print the voucher?
You need to present a printed form of your voucher at the rental desk. If no voucher is presented you could be charged at a higher rate for your car rental or in worst case be denied rental.
How can I contact you?
We are contactable 24 hours a day, 7 days a week. Check our contact details section for a dedicated telephone number to call from your own country. You can also log in your query through the Customers service section on the Globalcar website.
How do I change my booking?
Have your reservation number available and go to the Manage your booking tool. Click manage reservation and then fill in the information about what changes you want to do. Keep in mind that we cannot guarantee that you will be offered the same price as when you made your reservation. Car rental rates are changed and updated constantly.
Fragen zu Zahlungsmethoden und Führerschein
What kind of payment methods are accepted at the booking?
We accept the following credit cards at the moment:
- VISA
- VISA Delta
- VISA Electron
- Mastercard
- American Express
- Maestro/Laser
Does the Credit Card have to be in the drivers name?
Yes, for security proposes all Car Rental Agents will require the main driver to have a credit card in his / her own name. The Car Rental Agent will most likely refuse your rental should you not have this.
Do I need another form of ID?
You may be requested to provide another form of ID (for example your passport) with proof of your address, however this varies between rental agents, please refer to the terms and conditions of your rental voucher.
What Credit Cards are accepted by the rental agent?
The following credit cards are usually accepted when collecting your vehicle: American Express, Diners Club, Master Card and Visa, however please check your terms and conditions that we sent to you at time of booking as these may vary.
I am from the UK, do I need both photo card and paper counterpart licenses?
UK License holders must present both the photo card and its papers counterpart at time of rental. This is detailed in your terms and conditions documentation.
How long must I have had my driver’s license in order to rent a car?
In most cases, the main driver and extra driver must have had a valid driver’s license for at least one year without any major traffic endorsements. In some countries it may be longer. Minimum time of how long you’ve had your driver’s license may depend on the type of car you plan to rent, when in larger and more luxurious car classes you need to have had the license for a longer time. What the minimum requirement is can be found in the Rate details section at time of booking and in your Rental conditions.
What’s an International Drivers Licence, and do I need one to drive a car abroad?
An International Driving Permits IDP, is exactly what the name states and identifies you as a driver abroad. It will not replace your national driver’s license that you need to have with you at all times. There exist two versions, one valid for 1 year and the other for 3 years.
When your national driver’s license include non-roman characters (Russian, Chinese etc.) you need an international driving permits.
Usually an IDP is not needed in Europe, but restrictions may apply. Demand for an IDP is clearly indicated during the booking process in the Rate details section and in your rental conditions.
Read more about IDP and when it is needed here. (opens in a new window)
Abholung von meinem Mietwagen
What documents do I need to bring to the rental desk?
You must bring your rental voucher, a credit card in the main driver’s name, a driver’s license and in some cases an alternative id (for example passport) as specified in the terms and conditions of your rental Voucher.
Do I need to present the voucher to collect my car?
Yes, this is a requirement and is extremely important. Failure to present the voucher that we have sent to you could result in additional costs for your rental.
If you need a new voucher or you have lost your voucher, just go onto our website and reprint it via the Manage your booking tool.
Where do I pick up my vehicle?
The address of your car rental agent will be clearly stated on your voucher. If you are collecting the vehicle at an Airport location it will clearly show whether the rental provider is in the terminal or not.
If you are having trouble finding the rental agent location then you can call our 24 hour call Centre at the number provided on your rental voucher.
Where do I pick up my vehicle?
The address of your car rental agent will be clearly stated on your voucher. If you are collecting the vehicle at an Airport location it will clearly show whether the rental provider is in the terminal or not.
If you are having trouble finding the rental agent location then you can call our 24 hour call Centre at the number provided on your rental voucher.
What steps do I take if I receive the wrong car category at the rental desk?
Please bear in mind we can’t guarantee a make or model of your rental vehicle. This means that the car you receive may vary from the example car shown on our website during your booking.
However, if you feel that the car you were offered is of lower category than the car you booked, contact our 24 hour Call Centre while you are at the rental desk and they may be able to help you while you are there. Alternatively please contact cartrawler customer support when your rental has been complete. Please include all your paperwork (rental agreement, final invoice). Please also be advised that all complaints must be received within 30 days of the rental completion.
What steps can I take if the vehicle is not up to the standard/in the condition I expect?
If the vehicle is not in the standard/condition that you expected, you need to take this up directly with the rental agent immediately. If the car is dirty etc, point this out to the local car rental agent, no compensation will we given to you afterwards when arriving home.
I have been offered to buy extra insurance when I pick up my rental car, what is it?
This can be a LDW (Loss Damage Waiver) insurance. If you do not already have such insurance from our partner Allianz it might be a good idea to look through the proposal. Other insurance deals, you should be careful as the local rental car companies make money on this, think twice and read the contract before signing.
Globalcar / Cartrawler already includes the insurance you normally need. An offer to upgrade to larger car models also exist, but that is not free of charge and must be paid to the rental car company directly.
Can I use my debit card to release the vehicle?
In most cases you must provide a valid credit card in the main driver’s name when you are picking up your vehicle. Debit Cards are not accepted, as stated in your voucher. However some rental agents will accept a debit card if you choose to opt for excess reduction insurance at the rental desk. You can however use your debit card online when you are making your car hire booking.
What is a security deposit and how much is it?
A security deposit is a sum that the car rental company block on your credit card at the start of your rental to protect them from any possible costs of the rental car.
It is normally done so that a sum, usually an amount to cover the excess and petrol costs, is blocked on the driver’s credit card. The deposit ensures the car rental company that customers can pay for any damage to the car that arises, or the cost of filling petrol. If the rental car is returned in original condition, then the full amount is placed back on the credit card at the end of the rental. The deposit varies and depends on the size of the vehicle, driver age, car rental company, rental period and pickup location.
The size of the sum is derived in step 2 in the Rate details section of your booking, and also in your rental agreement.
Where can I find directions to locate the rental agent at the pickup location?
The details for the rental agent are available on your rental voucher. This will also include a phone number to the car rental agent.
Is the car hire agent located in the airport?
If you have selected an airport location at time of booking then your car will be located either in the terminal hall or close to it. Some agents offer a meet and greet if they are not located inside the terminal. A rental agent will be waiting for you to take you to your vehicle collection point. We will clearly state the address and location or the directions on how to get to the rental desk on your rental voucher.
What happens if the car rental office is closed?
If you find that you are going to be late for the car rental company after their closing time, please contact the rental car company directly. The number is in your Voucher.
If the rental car company agrees to stay open beyond its normal business hours for you to pick up your car, then an extra charge may apply. If you choose a pick-up time in the booking process when the rental car company is closed, we will inform you of this additional fee before confirming your reservation, and it will in such cases be reflected in the price.
If I’m late to the car rental agent when I pick up my car, will they keep the car for me?
If you find that you are going to be late for the car rental company after their closing time, please contact the rental car company directly. The number is in your Voucher.
If the rental car company agrees to stay open beyond its normal business hours for you to pick up your car, then an extra charge may apply. If you choose a pick-up time in the booking process when the rental car company is closed, we will inform you of this additional fee before confirming your reservation, and it will in such cases be reflected in the price.
What if my flight is delayed or cancelled?
Be aware to always put in your flight number when you make the reservation.
If your flight is cancelled or delayed, please call our 24 h call center to let us know. One of our Travel Advisers will be able to assist. The number to call will always be displayed on your rental voucher. Please note that we cannot offer refunds due to delayed or cancelled flights.
What is the agreement I must sign at the rental agent?
There is a lease and it is the official contract between the local rental car company and you as a customers, which is signed when the vehicle is transferred. The contract contains a description of the vehicle and the applicable tariff.
Globalcar is a rental car brokers, and does not rent the car for you. Booking through Globalcar and Cartrawler is subordinate primarily to our own rental terms. The actual rental of your vehicle will be governed by the laws of the country and through the car rental company that provides your car. Make sure you have understood and accepted all the terms of your lease.
If we are more than one who will drive the rental car, must all be present at the pickup of the car?
All that will drive the car must be present at pick-up to sign the contract, and show a valid driver’s license
What should I do if my flight has been cancelled/delayed due to widespread disruption in flight schedules caused by extreme weather conditions?
If your flight has been cancelled / delayed without notice due to extreme weather conditions (Blizzard , heavy snowfall, flooding, hurricane, tornado, earthquake etc) and you have been unable to collect your rental vehicle, please visit the Travel Advisories section on Cartrawlers support, live updates will be available and will direct you on the best course of action.
Während der Mietzeit
Can I extend my rental while my rental is in progress?
Although we cannot extend your rental after the pickup time, this may be possible by requesting this extension directly with your car rental agent. If they have availability they will normally be happy for you to keep the vehicle a little longer. There will be an additional cost to this and this is paid directly to the car rental provider.
Can I drop off the car earlier than it is stated on my voucher? Do I get a refund for unused days?
You would normally be able to drop the car off earlier than stated on your voucher, however, we are unable to refund any unused days or make refunds on vehicles returned early.
Please contact the car rental agent for details if you are planning to return the vehicle early.
In the event that there is damage to the vehicle during my rental, what steps do I need to take. Who do I contact?
If there is damage to the rental car, please contact your car rental company directly. Phone number can be found in your voucher and in the lease.
Neither Globalcar nor CarTrawler deal with these issues as these should be addressed directly with the rental car company.
In the event that there is damage to the vehicle during my rental, what steps do I need to take. Who do I contact?
If you suffer an accident or if the vehicle has been damaged, if possible get a police report on the incident. Contact the car rental company as soon as possible, as they will help you throughout the process. The phone number is on your voucher.
You must also pay the excess stated on your lease to the rental car company. The sum will be charged on the credit card you left at the pickup of the car. If you have purchased deductible reimbursement from Allianz, contact them at the homecoming for repayment. More information on how to proceed, you get at the signing of the insurance.
I was fined during my rental period, how do I pay them?
Any fines are paid directly to the appropriate authority. Be aware that car rental companies usually charge an administrative fee for arranging your contact information to the appropriate authority.
Nach Ihrer Mietperiode
If I have been overcharged who can I contact?
Please review the details on your rental voucher and check if you accepted any optional extras at the rental desk (typically, GPS, child seat, additional Insurance etc.), or added another driver to the booking. These type of charges are payable at the rental desk and would be additional to the rental price on your Voucher.
It could also be that you returned the vehicle with no fuel when you are on “pick up full return full” fuel policy, this will show as extra on your invoice.
However, if you feel you have been overcharged please contact Cartrawler support with a description of your query along with all your supporting documents (rental agreement, final invoice).
I forgot something in the rental car, how do I get it back?
Contact the rental car company and describe what it is you’ve forgotten. The rental car company’s contact information can be found on your voucher.
How do I make a claim for Allianz Excess Reimbursement if I need to?
All claims should be made directly with Allianz Insurance when you arrive home from your trip. You will receive all the information you need to make a claim shortly after purchasing your insurance.
In the event of illness, what do I need to do to get a refund?
Please contact your travel insurance company to request a refund.
When will I receive my refund?
If you have recently submitted a claim for a refund, please bear with us. Our customer care department will be processing your request as quickly as possible however this can take up to 20 working days. All claims have to be made through Cartrawler support
We will be in touch shortly. While you are waiting for a reply from us there is no need to re-send your email. We will be updating you throughout our investigation.
Andere Fragen
How do I find out about your offers?
The best way to get offers and discounts from us is to subscribe to our Newsletter. You can find a selection of our deals at the website under Special offers.
What is the Allianz excess insurance?
In almost all car rental companies you must provide a security deposit for the vehicle that you rent. If there any damage to the car the car rental company keeps that deposit. If damage occurs Allianz will reimburse the insured the excess that the car rental company will charge. The policy serves as a supplementary insurance for leased vehicles.
The insurance covers the excess that will be charged as a result of damage or theft of the rented vehicle during the rental period. Make sure to get a police report if a third party is involved in the accident.
Sorry, we couldn’t find any available vehicles for the chosen date / time
If after performing a search you receive the notice “Sorry, we couldn’t find any available vehicles for the chosen date / time?” it could be that you have triggered our anti-spam policy. We employ sophisticated anti-spam technology to protect our low pricing and ensure that we are able to offer you the most competitive rates on the market.
If you have performed multiple searches in a short space of time, this can trigger the anti-spam filter and will return no or limited availability for your search that you may have previously seen availability for. Please contact us with your requirements and we will advise of availability. You can use our instant Live Chat facility to arrange a call back, e-mail or call us and we will advise what vehicles and what rates are available.
Please note, in most cases, if you return to the site after 30 minutes and clear your browser cache you will normally receive results once more. If however you continue to search this may compound the issue and you may not receive results for a longer period of time. Please contact us with your requirements and we will e-mail quotes direct to you that will enable you to make a booking, or we can take your reservation over the phone.
We apologise if this causes any inconvenience, however this policy is in place to protect our car rental booking software and enables us to continue to provide the most competitive quotes on car hire.
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