Once you’ve found and booked your rental car, the hard work is all but done. Yet picking it up from the rental company isn’t always as simple as it sounds. This article covers common questions about the pick-up process, from what documents to take to how to handle potential problems.
What should I check before arriving at the rental location?
As a bare minimum, you should know the full address, opening hours and your booking and supplier confirmation numbers.
I always make a point of knowing the specific pickup process as well. Especially in transport hubs like airports where rental counters can be in different terminals or off-site, requiring a bus ride to get to.
Knowing the opening hours is particularly important if you’re flying later in the day when delays are more likely. Every rental company has late arrival rules you should review in advance so you don’t forfeit your booking should you be delayed.
Rental car pickup checklist.
Preparation is key to a smooth pickup. Knowing what to take and what to do can save you time, stress and money.
What documents will I need at pickup?
Without the right documents, you may not be able to collect your rental car – or you may have to pay added fees. Here’s what you’ll need every time:
- A valid driving license in the main driver’s name – plus licenses for any other nominated drivers
- Accepted payment card in the main driver’s name – usually a credit card, sometimes a debit card
- Second form of ID – a passport, utility bill or bank statement with the same address as the driving license
- Proof of purchase – booking and supplier confirmation numbers
Depending on where you’re renting you may also need an international driving permit or proof of onward travel, like a flight home.
Will I need to pay anything at pickup?
This depends on whether you’ve prepaid for your rental and if you’re taking out extra insurance. Most extras can be added and paid for during the booking process, which I find is quicker and less pressured than paying at pickup. But there are other costs that may come up at the counter too:
Security deposit – The rental company will put a temporary hold (not an actual payment) on the main driver’s credit card, usually a few hundred dollars unless it’s a premium car.
Optional extras – If you add something last-minute, like a GPS unit, child seat or car upgrade.
Local fees – Some branches and regions may have mandatory charges not included in your online quote. This could be a young driver or airport surcharge, or cross-border fees if you’re road tripping through more than one country.
How should I inspect the car before leaving?
Inspect your rental car top to toe, inside and out. If you find any problems or damage not already listed, report it to the rental desk before you drive it anywhere.
Video the entire car and take clear photos of any existing damage. Pay particular attention to the wheels, windshield, and around door handles and the fuel cap, as these are high wear areas. Inside, photograph upholstery and, with the ignition on, the dashboard to confirm mileage and fuel level.
What can I do if I have a problem with the rental pickup?
If you have a problem with your pickup either beforehand or at the counter, talk directly to your booking provider. You may have found your booking by comparing rentals on KAYAK, but it’s the booking provider who manages your reservation and, if different, the rental company that supplies the vehicle.
If you foresee a problem before pickup, contact the provider using the details they supplied in your booking confirmation. If you’re already at the rental counter, speak directly to them first. If they can’t help, contact the provider yourself while still at the counter.
Does a rental car reservation guarantee a specific car?
Unless you’re booking a specific premium vehicle, no. Rental cars are booked by category rather than model.
This means the car will fit certain criteria like size, number of seats or transmission type. The model you see in your booking is merely representative of that category. That’s why on KAYAK you’ll see an “or similar” line next to the photo of the car in question.
What should I do if the rental company can’t find my booking?
Before you head to pickup, make sure you have both the booking reference (if you booked with a third party like Booking.com) and supplier confirmation number, which is the rental company’s own code. This way every party involved has a way to track your booking.
Check your details for spelling mistakes and make sure you’re at the right location. Many airports have desks in different terminals as well as those dreaded off-site locations. If you arrive very late beyond the designated hold period, usually around an hour, you may be marked as a no-show.
If the worst comes to the worst and you have to make an entirely new booking at the counter, keep your rental agreement and receipts so you can claim a refund against the original booking.
What should I do if my rental car isn’t available?
If the car category you’ve booked isn’t available at the rental desk (usually due to overbooking on their part), ask for a similar or upgraded model. If they try to charge extra for this, contact your booking provider while at the counter.
If you do incur any extra charges, keep your rental agreement and receipts so you can make a refund claim to the booking provider.
Final checklist before leaving the rental location.
The most important things to check before you hit the road in your rental:
- Rental car inspection – make sure any damage is recorded and reported to the rental company
- Equipment check – spare tire and jack, or inflation kit. In some regions, essential safety gear like warning triangle, first-aid kit, spare headlight bulbs
- Fuel level, type and mileage
FAQs.
Rental agencies usually offer a grace period, which can vary from 30 minutes to a couple of hours after your booking time. If you turn up later, your booking may be marked as a no-show and canceled.
Document the damage with photos and video, and report it to the rental desk before you leave. It’s essential to have all damage registered before you drive anywhere. If in doubt, ask.
No, you can’t change the name of the main driver once you’ve confirmed the booking. Typically, you’ll need to cancel the reservation and rebook in the new driver’s name.
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