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Booking Process


After Booking


Driver Requirement

How long do I need to have held a driving licence for?

Most car rental suppliers will only rent to people who have held a full driving license for more than 1 year. For some advanced models the driver may be required to have held a full driving license for 3, 4, or even 5 years. For more details, please check the car rental supplier's terms and conditions.

What are the driving licence requirements?

You will need to take your driving license with you to pick up your rental car; provisional licenses or copies of the license will not be accepted. Most car rental suppliers will only rent to people who have held a full driving license for more than 1 year.

What type of driving licence do I need?

You will need a full driving license, not a provisional (learner's) license. Copies of the license will not be accepted. In some countries (such as Japan, Korea, and Sri Lanka) you will need an International Driving Permit as well as your own driving license. You can find the car hire supplier's full driving license requirements in the booking details.

What is required for an additional driver?

The requirements for additional drivers are the same as those for the lead driver.

What do I need to take when picking up the car?

  1. The rental voucher
  2. A full driving license that the driver has held for more than 1 year
  3. A credit card with enough credit to cover the deposit for the car

Insurance and Coverage

What is an excess?

The excess is the amount you’re liable for if the car is damaged (when it’s covered under the Collision Damage Waiver) or stolen (when it’s covered under the Theft Protection).

You can find the excess amounts for different models of the corresponding car hire supplier in the booking details.

What is Theft Protection or TP?

Theft Protection is a type of cover for rental cars. It limits the driver’s liability if the rental car is stolen. This means that the rental car supplier will not charge you the whole cost if the car gets stolen while you have it. You will only pay the excess.

However, if, for example, you leave the car unlocked and it is stolen, you will be liable for the whole cost of the repair or replacement.

What is Collision Damage Waiver or CDW?

Collision Damage Waiver is a type of cover for rental cars. It limits the driver’s liability if the rental car is damaged. You will only pay the excess; anything exceeding this will be undertook by the insurance company. But it does not usually include windscreens, tires, the undercarriage, replacement locks, replacement keys, or towing charges. This means that if these parts of the car are damaged, or you are towed, you will be liable for the whole cost.

In addition, if the car is damaged due to negligence, for example drunk driving or parking somewhere risky, you will be liable for the whole cost of the repair.

Where can I find out about my rental car's insurance and cover?

You’ll find the details of this cover in the rental agreement you’ll sign when you pick up the car.

What is Personal Accident Insurance or PAI?

This optional insurance covers the physical damage and financial injury to passengers and drivers.

Fuel Policy

What fuel/refuel policy does my rental car have?

Most car companies have their own fuel policy, you can find each car's fuel policy when making your booking. Your car's fuel policy will show on your rental voucher and the rental agreement you’ll sign when you pick up the car.

What fuel does my rental car take?

If the counter staff don't make it clear when you pick your car up, you can ask them. There may also be a sign inside the fuel cap for some car hire suppliers.

What is a fuel policy?

The fuel policy for your rental explains how you will pay for fuel for your rental vehicle, and whether or not you need to refill the tank before you return the car. Most cars come with a 'Full to Full' fuel policy, which is the best value option. The tank will be full when you collect the car, and you return it full.

Can I change the fuel policy?

Sorry, you cannot change it.

Payment, Fees, and Additional Charges

What payment methods are accepted?

Credit cards.

What currencies are accepted?

The currency you use to pay for the car depends on the area where you collect the car, for example, if you're in USA, you will need to use US dollar.

Why was my payment declined?

It might be because your credit card balance is insufficient, or because you made a mistake when entering your details. You can try again using a different card, or contact the card issuer to confirm there are no problems.

What if I haven't received any confimation for my booking?

We confirm most bookings within 48 hours. You can check the status of you booking on the booking details page.

What additional charges could apply?

In general, additional charges could be charged for: out of hours pickup or returns, cross-border fees, returning to a different location, a young driver, a senior driver, or winter tires. All additional charges need to be paid for directly at car collection.

Are there any cross-border charges?

Car rental suppliers might charge you cross-border charges. Any additional charges will need to be paid directly at the rental desk. You will find the cross-border policies in the car rental supplier's terms and conditions.

Is there an additional charge for exceeding the mileage allowance?

It depends on the policy of the car rental supplier. We will show you whether the price includes unlimited mileage when you're booking a car.

Is there an additional charge for a late return?

Yes, there is.

Is there an additional charge for returning the car to a different location?

Yes, in most cases the car rental supplier will charge an extra fee if you wish to return the vehicle to a different location.

Optional Extras

What optional extras are available?

The availability of optional extras, such as child toddler seats, GPS, additional drivers, etc. depends on the car rental supplier. You will find more information on this on the product details page.

When will I be charged for optional extras?

For optional extras, you will be charged by the car rental supplier when picking up your car.

How do I reserve optional extras?

Some optional extras can be reserved online when you make the booking. You can also purchase optional extras directly at the rental desk depending on the inventory of that particular branch.

Cancellation and No-show Policies

What is the cancellation policy?

You will receive a full refund as long as you cancel the booking before the deadline. If you cancel after the scheduled pickup time, you will receive no refund. If you do not pick up the car, (commonly referred to as a ‘no-show’), you will receive no refund.

What is the no-show policy?

  1. You failed to pick up the car at the scheduled time and date.
  2. You failed to provide the documentation which was required to pick up the car.
  3. You failed to provide a credit card in the main driver’s name or there are not enough available funds on the credit card.

In the event of any of the above, no refund will be given. The car rental supplier reserves the right to refuse a car to any customer who fails to arrive on time with all the necessary documentation and a credit card with enough available funds for the car’s security deposit. In such cases, unless the car rental has been cancelled in advance, the customer will not be entitled to a refund.

How do I cancel my booking?

Please go to the booking details page and click "Cancel" to cancel your booking.

Can I amend my booking?

If you have already picked up the vehicle, you will need to contact the car rental supplier directly. Their telephone number will be on your rental contract.

If you have not yet picked up the vehicle, you will need to cancel and rebook.

What happens if my flight is delayed or canceled?

If you added your flight details to your booking, the car rental supplier will be able to track your flight and may hold the vehicle for you for up to an hour. If your flight is delayed and you did not add your flight details to your booking, please contact us as soon as possible.

Picking Up Your Car

What should I do when I get to my car?

  1. Check the vehicle
  2. Check what type of fuel it takes
  3. Check the dashboard
  4. Adjust the mirrors according to your needs

My rental car was in a bad condition at pick-up, what should I do?

If the rental vehicle is in a bad condition at pickup, raise this issue with the car rental supplier immediately and request an alternative.

My rental car was damaged at pick-up, what should I do?

We highly recommend that you thoroughly check the car for any imperfections at pick up and notify the car rental supplier of any issues immediately. If you notice that the rental vehicle is damaged at pickup, raise this issue with the car rental supplier immediately and request an alternative.

Will I have to pay any additional charges at the rental counter?

Yes, sometimes you will. These can include specific government taxes, location charges, one way fee, fuel charge, credit card charge, for a young or senior driver, out of hours, roadside assistance, mileage and cross-border fee.

Will I have to leave a deposit when I pick up my car?

Your credit card will be preauthorized as a deposit.

During Your Rental

What if I want to take the rental car into another country?

If you want to pick up your car in one country and return it in another, your search results will show you cars you can do that with. If you’re planning to cross any borders during your rental, please ask at the rental desk of the car hire supplier.

What happens if I get a fine or ticket during my rental?

Please ask the car rental supplier whether they will help you to pay the fine, if not, you will need to handle it yourself. In most cases, the car rental supplier will charge you an administration fee and send the ticket to you. You will then need to pay the fine yourself according to the information on the ticket.

What should I do if there is an accident or damage is done to the rental car?

  1. Contact the car rental supplier
  2. Call the police and obtain a police report
  3. Contact roadside assistance

Will I receive any assistance if the rental car breaks down?

Yes. In the event of a breakdown, please inform the car rental supplier as soon as possible.

How can I contact Trip.com for help during my rental?

You can call us at: 833 896 0077 (United States), 400 828 8966 (Mainland China), (+86 21) 3210 4669 (other locations); or email us at: en_car@trip.com.

Returning Your Car

How do I return the rental car?

You can return the car according to the car rental supplier's address on the rental voucher.

How can I avoid any additional charges when I return the rental car?

  1. Return the car on time
  2. Fill up the tank
  3. Keep the car clean

Can I return the rental car at a later time?

Please contact the car rental supplier directly if you want to change your return time.

After Your Rental

How do I get a proof of payment?

You can contact the car rental supplier for a receipt.

What if I have queries after my rental ends?

You can call us at: 833 896 0077 (United States), 400 828 8966 (Mainland China), (+86 21) 3210 4669 (other locations); or email us at: en_car@trip.com.

Contact us

Email
United States:
833 896 0077
Mainland China:
400 828 8966
Other locations:
(86 21) 3210 4669