Frequently Asked Questions

Enjoy Car Hire has made a list of the most frequently asked questions. If there is anything that is not answered on this page please do not hesitate to call us on +44 (0)845 900 3727.


Frequently asked questions before renting a car with Enjoy Car Hire

  1. I have an existing quote and would like to book?
  2. How can I find out about your special offers?
  3. Can I rent a car if I don't have a credit card?
  4. Can I book a car for today?
  5. I need a vehicle over a major holiday period
  6. What is included?
  7. What is the fuel policy?
  8. Is mileage always unlimited, if not, when isn't it?
  9. What are the minimum and maximum ages to rent a vehicle?
  10. What do I do if I have points on my licence? 
  11. How are car hire 'days' calculated?
  12. Can my vehicle be delivered or collected?
  13. I need to add some additional extras to my booking
  14. I need a child seat - are these guaranteed?
  15. Can I do a one way rental?
  16. Do I need both parts of a UK driving license? 
  17. Why do you need a flight number?
  18. I want to take the vehicle out of the country of rental what do I do?
  19. The office is closed when I need to collect the car - what can I do?
  20. What is an out of hours fee? 
  21. What are exceptions there to the insurance cover?
  22. Can I drive my vehicle off road?
  23. How many people can the vehicle hold?
  24. Is personal accident insurance included?
  25. What is an international driving license & when is it needed?
  26. Is it possible to reduce the vehicle excess?
  27. The price has changed since I last checked
  28. Why do I need to sign an agreement locally when I have booked through Enjoy Car Hire?
  29. A lot of companies charge for amendments - do you?
  30. Is it safe to book with a credit card on the website?
  31. What do I pay for locally?
  32. How do I know where to find the supplier?
  33. What happens if my flight is delayed or cancelled?
  34. What happens if I am involved in an accident?
  35. What is a security deposit & why must I leave one?
  36. How much is the security deposit likely to be?
  37. I have not yet received my voucher by email?
  38. I have not received my postal confirmation voucher.
  39. My details are incorrect on my voucher 
  40. I've lost my booking reference/voucher
  41. I need to amend my booking
  42. I need to add flight details to my booking
  43. How do I cancel my booking?
 

Frequently asked questions during car rental


FAQ before renting

1. I have an existing quote and would like to book?

Please call a member of our team on +44 (0)845 9003727 with your quote reference number and  we will be happy to assist you. 

2. How can I find out about your special offers?

The best way to keep informed on our current deals is to sign up to our newsletter, which is always packed with our latest specials & points of interest for various locations. To subscribe email us at ...

3. Can I rent a car if I don't have a credit card? 
  
Currently all the suppliers we use will require a credit card on arrival in the name of the main driver on the rental agreement.

4. Can I book a car for today? 

This will be sometimes possible in many locations, however if you cannot book online then please call the customer support number +44 (0)845 9003727and we can advise if this can be done at short notice.

5. I need a vehicle over a major holiday period 

When wanting a vehicle over a period that you know maybe busy please ensure you book early as the cars will be in shorter supply. We try our best to update the website so that it displays only cars that are available however during these high demand seasons we cannot always promise that a car will be available. Once you have booked and your reservation has been accepted you can be confident that the vehicle will be waiting for you when you arrive.

6. What is included?

Inclusions will differ between suppliers and from country to country these will be displayed clearly in the local supplier terms and conditions, simply press the “more info” link next to the car you are looking at.

7. What is the fuel policy? 

Fuel policies are clearly stated in the local supplier terms and conditions in the “more info” link next to the car you are looking at. Enjoy Car Hire prides itself on being the only car hire broker that only works with companies with a “fair fuel” policy. This means you will need to return the car back with the same amount of fuel as you collected it with, with no added admin fees for this service.

8. Is mileage always unlimited, if not, when isn't it?

If unlimited mileage is included it will be stated in the local terms and conditions, otherwise this will be clearly shown that unlimited mileage is not included. This can be found by pressing the “more info” link next to the car you are looking at.

9. What are the minimum and maximum ages to rent a vehicle? 

These will be shown clearly in the local supplier terms and conditions, it will also show if there is any young driver surcharge when renting a vehicle. Some suppliers charge extra per day for drivers under a certain age, again this is paid locally. This can be found by pressing the “more info” link next to the car you are looking at.

10. What do I do if I have points on my licence? 

It may still be possible to rent a car, depending on what the points are for and when they were +44 (0)845 9003727 or info@enjoycarhire.com who will be able to check with our car rental partners whether they will accept a booking with your endorsements. Mostly a small number of points is not an issue however anything over 6 points may have to be checked with the supplier. Customers with drink driving points maybe refused a vehicle even if the points have expired.

11. How are car hire 'days' calculated?

Car Hire works on a 24 hour clock, so if you rent from 10am Monday to 10am Tuesday this is considered 1 day. If you rent from 10am Monday to 1pm Tuesday you have then passed 24 hours and have therefore entered a second day of rental and will therefore be charged for 2 days rental. Please therefore check your times carefully when booking as times can have a big impact on price.

12. Can my vehicle be delivered or collected? 

This service is available in some locations; please request this at the time of booking. There will normally be an additional charge for this service. It is important to note that deliveries can only be made to hotels or resorts and not to private villa or residences. For more information please call on +44 (0)845 9003727or email ...

13. I need to add some additional extras to my booking 

Please call a member of our team on +44 (0)845 9003727who will be happy to help you in adding these to your booking or email your request to info@enjoycarhire.com making sure you include your booking reference number 

14. I need a child seat - are these guaranteed? 

As child seats are mandatory in most countries, by requesting them in advance they are always available. If you have reserved these on your booking then the supplier will confirm these are available as well as checking if the car is available. Please note that these are payable locally and must also be fitted by a parent or guardian.

15. Can I do a one way rental? 

International one way rentals are not allowed unless stated in the local terms and conditions however 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 is to be paid to the supplier locally when collecting the vehicle. If you have any queries regarding this please call a member of our team on +44 (0)845 9003727 who will help you with your booking.

16. Do I need both parts of a UK driving license? 

In some cases the answer is yes, however with some local rental companies it is not a requirement, please check this with us by contacting 0845 9003727. In some cases the supplier will accept the photo card only. If you have never been issued a new style driver's license then the old style paper license is accepted.
      
17. Why do you need a flight number?

Flight numbers are essential to our supplier as they are able to track your time of arrival and if there is any delays. If you do not provide your flight number and you are delayed it then becomes your responsibility to advise the supplier of any late arrival.

18. I want to take the vehicle out of the country of rental what do I do? 

If this option is available it will be in the supplier local terms and conditions. There will be more information on your specific rental available at the time of booking, and also included in your rental documentation. Please note there maybe an additional fee for this and it usually is calculated for the whole duration of the rental and not just the days that you are taking the vehicle to the other country.

19. The office is closed when I need to collect the car - what can I do? 

It may be possible to arrange an out of hours pick up with the supplier, however there is an additional fee payable locally for this service. Office hours are clearly stated on the “more info” link next to the car you are looking at. If a supplier has confirmed the booking after hours they will be aware a customer is arriving.

20. What is an out of hours fee? 

If the supplier agrees to open a location outside of the regular hours to provide a vehicle to you, then they will usually charge a fee for doing this - this is called an 'out of hours fee'. This fee covers the cost of staffing the location and is payable locally when collecting the vehicle.

21. What are exceptions there to the insurance cover? 

In common with most insurance policies there are exceptions to and circumstances which invalidate the insurance. These may include, but are not limited to: damage to windscreens/windows, the underside and roof of the vehicle, tyres and wheels, lost keys, when the vehicle is driven off-road or on un-tarmacked road, driving without due care & attention or negligently, driving under the influence of drugs or alcohol. This is shown on the general terms and conditions at the time of booking.
     
22. Can I drive my vehicle off road? 

Insurance does not cover taking vehicles, including four wheel drives off road or onto untarmacked tracks, so we strongly recommend that you do not do this as it may invalidate your insurance. Please check with the supplier if you are considering this.

23. How many people can the vehicle hold?

This is clearly shown on the vehicle details page on the quote screen, again this will be shown on your voucher. Please note that the insurance will be invalidated if you use the car for more people than instructed.

24. Is personal accident insurance included?

PAI will be shown on the local terms and conditions if available, however if this is not displayed it may be available from the local supplier at an additional cost. Please be aware that most travel insurance policies will already have this included, please check you documentation to ensure you have this.

25. What is an international driving license & when is it needed? 

The International Driving Licence (IDL) is recognised worldwide and identifies its holder as a properly licensed driver. It is normally valid for 5 years but does not replace a valid National Driver's Licence which will always be required. It enables local traffic police and rental companies to understand the language on your normal driving licence. The IDL is not required where English is the primary spoken language of the country. It is also not mandatory in many countries within Europe, but is recommended for most due to language barriers. The requirement for the IDL will be clearly shown during the booking process and on your rental documentation. These can easily be obtained from the post office or government authorisations.
      
26. Is it possible to reduce the vehicle excess? 

Reducing the excess on the vehicle is sometimes available by purchasing additional products from the supplier locally. These products are usually called SCDW & can reduce the excess down to anything as low as zero in some cases. If this is available it will be displayed clearly in the local supplier terms and conditions.

27. The price has changed since I last checked 

Enjoy Car Hire negotiates with suppliers for the best rates however these can change due to availability and we pride ourselves on having the most up to date price we possibly can. Unfortunately we cannot honour prices previously seen unless you had booked them at the time.

28. Why do I need to sign an agreement locally when I have booked through Enjoy Car Hire? 

Enjoy Car Hire is a car rental broker. Bookings made through us are subject to, firstly, Enjoy Car Hire terms and conditions. These cover your agreement with us and will be provided with your rental documentation. 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 be happy that you fully understand and agree with these terms and conditions before signing the contract locally.

29. A lot of companies charge for amendments - do you? 

Enjoy Car Hire allows customers a 48hr period from the point of booking in which to amend their bookings free of charge. After this period a £5 amendment fee will apply for changes made to the booking unless the customer has purchased the Unlimited amendments and Cancellations Protection at the point of booking.

30. Is it safe to book with a credit card on the website? 

Enjoy Car Hire have linked up with Barclays Business EDPQ website which is certified and safe when booking. This means your credit card and other confidential information is protected with industry leading SSL encryption. For more information please contact your bank.

31. What do I pay for locally? 

Enjoy Car Hire negotiates inclusive rates however there are occasions where there will be fees payable locally, these may include Contract Fee, Government Tax and Licence Fees, these are in only a small number of locations but will again be stated clearly in the terms and conditions. You will also need to pay locally for any additional extras, for example, child seats and GPS. These will be stated on the local suppliers terms and conditions and vary throughout locations.

32. 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 suppliers have a  meet and greet and this will be shown on your voucher if this is the case. We will be happy to assist in the event you cannot locate the office.

33. What happens if my flight is delayed or cancelled? 

In the event of a delay, if you have already provided us with your flight details then the supplier will be able to track this. In the event of a long delay, you can also contact our team who can advise the location of your situation. In the event of a cancellation, please advise our team as soon as possible, as we will need to cancel the vehicle with the supplier and failure to notify us will result in extra charges.


34. What happens 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.

35. What is a security deposit & why must I leave one? 

A security deposit is the name given to the amount the supplier blocks at the start of the rental to cover themselves for potential costs with the rental. This normally takes the form of an amount blocked on the credit card supplied and will normally be the excess amount, plus fuel deposit. This deposit ensures that the customer can cover any damage to the vehicle or cover the cost of refuelling the vehicle in the event they don't and is standard practice in car rental. Provided the car is returned in the same condition as rented, the security deposit will be returned in full at the end of the rental. 

36. How much is the security deposit likely to be? 

Security deposits will vary between suppliers and are calculated with many criteria in mind such as the value of the vehicle, petrol and length of rental. You will be advised at the time of booking about the terms in place, and this will also be shown on the rental documentation. In most cases you will be required to leave a deposit equal to the excess amount and to cover the fuel element of the rental.

37. I have not yet received my voucher by email?
   
Please either call a member of our team on +44 (0)845 9003727quoting your reference or email us at reservations@enjoycarhire.com again quoting your reference and we will be happy to help. 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.

38. I have not received my postal confirmation voucher. 

Enjoy Car Hire sends vouchers via email, on special requests we are able to send these via post. Please call our customer support team to request this on +44 (0)845 9003727.

39. My details are incorrect on my voucher 

Please call one of our team on +44 (0)845 9003727 or email the request with your booking reference to info@enjoycarhire.com who will be happy to help in correcting the details 

40. I've lost my booking reference/voucher

Please call one of our team on +44 (0)845 9003727 who can assist you in locating your booking reference. If you already have your reference, but need a copy of your voucher, they will be able to assist you with this also. 

41. I need to amend my booking

Please call a member of our team on +44 (0)845 9003727 who will be happy to help you in updating your booking. 
      
42. I need to add flight details to my booking

Please call a member of our team on +44 (0)845 9003727who will be happy to assist you in updating your booking or email your flight details to reservations@enjoycarhire.com making sure you include your booking reference number.

43. How do I cancel my booking?

To cancel your booking, please either call +44 (0)845 9003727 Please have your name and reference number ready.
 

FAQ during rental

1. What should I do when returning the vehicle?

When returning a vehicle you should always follow the instruction given by the local supplier at the time of rental. Failure to follow these instructions such as parking in the correct parking area may result in additional charges.

2. I need to extend my rental

If you have not yet collected the vehicle, please contact a member of our team to assist on +44 (0)845 9003727 or by email on reservations@enjoycarhire.com. If you have already collected the vehicle, it is possible to do this with the supplier locally, although this maybe charged at a higher local rate. It may be possible for us to arrange this on your behalf and negotiate the same lower rates as you have paid with enjoycarhire, this however does depend on the supplier. If you would like to check if this is available please call +44 (0)845 9003727

3. The rental company did not have a record of me - what should I do?

Please contact a member of our team as soon as possible using our International Free phone number +44 (0)845 9003727

4. What should I do if the car breaks down?

If you have issues with your car your first call should be to the car rental company, they will then help with the problems you may be having. If for some reason you are unable to contact them please call our customer support team on +44 (0)845 9003727and we will try to help with the situation.

5. I returned my vehicle early - can I have a refund?

Enjoy Car Hire is unfortunately not able to refund any unused days or part days if the vehicle is returned early on any rental. Some of our car rental partners may agree on some compensation but this is not guaranteed and is at their discretion. 

6. I have a complaint what shall I do?

If for any reason you are unhappy with any aspects of your rental, you must report your concerns at the time locally to the local supplier. If you are still not happy and you wish to make a formal complaint, all complaints, (and customer queries after the rental has completed), must be put in writing to our customer support team at customersupport@enjoycarhire.com. We will then make investigations on your behalf. You will receive an acknowledgement of your email within a 3 working days and we endeavour to answer all customer service queries within 28 days of receiving them. Sometimes we can experience delays if we are liaising with the suppliers. To help us process your query quicker please provide Enjoy Car Hire with your reservation number and include all paperwork from the supplier relating to your rental if possible.
 
 
If you have additional questions don't hesitate to contact us at Enjoy Car Hire.