Frequently Ask Questions (FAQs)

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Telephone: 0870 7589923

mail@online-essentials.co.uk

FAQ's

Which car hire suppliers do you use ?
When is my car voucher sent to me?
Do I need to reconfirm my car reservation?
What information/documentation will I need to collect my car?
Who do I contact if I want to change my car hire details?
Who do I contact if I want to cancel my car?
I need to cancel my car will I get a refund?
Can I have my refund in cash or cheque?
I have not received my voucher yet or a confirmation, who do I speak to?
I have lost my car voucher! What do I do now?
What sort of licence do I need to drive abroad?
What happens if I break down or have an accident?
Can I book my car over the phone instead?
Can you help me plan my route?
If I drop my car off early - will I get a partial refund?
What happens if I drop my car off late?
Will I get the make and model of the car that I have requested?


Which car hire suppliers do you use ? Top
We have negotiated deals with all the major international car hire suppliers, plus many local specialists. These suppliers include - Alamo, Hertz, Avis, Budget, Dollar, Thrifty and Europcar. For each location selected our car hire search engine will deliver the best rates and availability for the type of car and dates selected. This may mean that vehicles are not available for a specific supplier for each location, but you can rest assured that you will be offered our most competitive rate available from a trusted supplier every time you book with us.



When is my car voucher sent to me? Top
Vouchers are usually sent out within 7 days of you making your online booking. If you will be travelling sooner than this, we may get in touch to arrange getting your car voucher to you. If you do not receive your voucher after 7 days then contact us quoting your booking reference number.



Do I need to reconfirm my car reservation? Top
No! There is no need to reconfirm your booking once it is made. We will send you your car voucher in the post (unless it is a last minute booking in which case we may have to fax or email it to you), which you need to keep in a safe place and take with you when you collect your vehicle. It is also a good idea to keep a handy note of your booking reference number to quote if necessary.





What information/documentation will I need to collect my car? Top
You will need to take your passport (or similar photo ID), drivers licence, prepaid car voucher and a valid credit card preferrably in the drivers name. In some countries outside Europe, you may also need an International Drivers Permit to accompany your national licence. You can get more information on how to obtain one of these if required from the AA at http://www.theaa.co.uk/motoringandtravel/Idp/index.asp




Who do I contact if I want to change my car hire details? Top
If you need to make any changes to your booking you will need to contact our customer services, and we will get back to you within 2 working days. You will need to quote your booking reference number so keep it handy. There may be a charge to make amendments to your booking, therefore, we strongly recommend you take out the cancellation protection available when you book. This allows you to make changes, or even cancel, for no extra charge up to 48 hours before you go.


Who do I contact if I want to cancel my car? Top
If you need to cancel your car please contact our customer services and we will get back to you within 2 working days. You will need to quote your booking reference number so we can locate your booking quickly. There may be a charge made for cancelling your booking. This could be up to 100% of the rental cost, therefore we strongly recommend you take out the cancellation protection available when you book. This allows you to change or cancel your booking, free of charge, up to 48 hours before you go.



I need to cancel my car will I get a refund? Top
Only if you take out the cancellation cover available when you book as this allows you to make changes to your booking, or cancel for no extra charge, right up to 24 hours before you are due to collect your car.


Can I have my refund in cash or cheque? Top
Sorry! It is only possible to refund money back onto the original card that payment was received from. It is not possible to refund monies to another card, nor issue a cheque.


I have not received my voucher yet or a confirmation, who do I speak to? Top
Your best bet is to contact our customer services. Have your booking reference number handy when you call so we can locate your booking quickly for you.


I have lost my car voucher! What do I do now? Top
Dont worry! Contact our customer services team and we will discuss the options available to you depending on how soon you are to travel.


What sort of licence do I need to drive abroad? Top
Each country will have slightly different rules regarding driving licences so you will need to check these details before you go. You will need to produce your original driving licence when you collect your car (photocopies or faxed copies are not acceptable) and may also need to produce an International Drivers Permit to accompany it. You can get further information on these at http://www.theaa.co.uk/motoringandtravel/Idp/index.asp Dont forget that if you are using one of the new UK photo licences then this needs to be accompanied with the paper licence too in order to be valid.


What happens if I break down or have an accident? Top
If you breakdown or have an accident you need to immediately contact the rental location listed on your voucher for either a replacement vehicle or authorisation for repairs. In the event of an accident, write down as many details as you can remember, exchange contact details with anyone else involved (dont forget to give the other driver the car hire companies details) and get any witnesses contact details if you can. Draw a picture of the accident scene showing the position of vehicles and any relevant features of the area/roadside, i.e. lampposts etc. Dont forget that in the event of an accident it is a legal requirement to inform the local Police either straight away or within 24 hours depending on the applicable countries law (even if no one has been hurt), and you will need to obtain a signed police report. Make sure you keep copies of all your rental documents (and the police report), as you will need these if an insurance company is involved with a claim, either against you or on your behalf. Its best to do this anyway in case there is any sort of dispute.


Can I book my car over the phone instead? Top
We think booking online is really easy and hope you do too. Please be assured that our site is fully secure and all your personal details including your card number is encrypted, if you prefer however to speak to one of our Customer Services team direct then you can contact us.

Can you help me plan my route? Top
To help you plan your route, we suggest using the following web-sites. If you spot any good sites please share them with us. For mainland Europe For the UK For the US and Canada For Australia



If I drop my car off early - will I get a partial refund? Top
Sorry! Even if you bring your car back earlier than expected you will not be due any refund on the rental fee.


What happens if I drop my car off late? Top
You will be charged an extra days rental if you are late bringing your car back. This is payable locally in local currency and possibly there will be additional taxes.


Will I get the make and model of the car that I have requested? Top
This will depend on availability at the time of your arrival. We cannot guarantee the exact make and model, however, the car hire company will provide a similar make and model, or will upgrade you at no extra cost if a similar sized car is not available for you when you arrive. If the vehicle supplied is unsatisfactory, you need to request a replacement from the car hire supplier at the time of collection. You should also inform customer services on your return.


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