Frequently Asked Questions

Rates

1. Am I eligible for Eastern Airways customer prices when I don't reserve in advance?

As an Eastern Airways customer you can still benefit from special 'walk-in' rates at Europcar rental counters even when you don't book in advance. But remember. Availability is not guaranteed if you do not pre-book and the best rates are pre-paid.

2. Are the prices quoted on Eastern Airways.com, or over the phone all-inclusive?

Yes! All prices quoted to Eastern Airways customers include compulsory insurance and taxes unless otherwise clearly stated.

Special equipments may be added such as baby seats or additional insurance.

3. What kind of insurance is included on Europcar’s rate?

Prices quoted to Eastern Airways customers include all compulsory insurance: CDW (Collision Damage Waiver) concerns damage to the rental vehicle, TW (Theft Waiver) concerns Theft or Loss of the rental vehicle.

Reservations

1. How can I make a rental booking, and be sure to obtain preferential Eastern Airways customer rates?

Europcar offers Eastern Airways customers a variety of ways to obtain the best quotes and book their car rental while enjoying Eastern Airways customer low prices:

Via the Internet:

• On Eastern Airways' website, click on the Europcar logo
• At the end of Eastern Airways' flight booking process
• From your Eastern Airways flight confirmation email, just click on the Europcar section.

Via our Call Centre:

• Choose to be transferred from Eastern Airways' call centre to Europcar's call centre at the end of your flight booking
• Call Europcar's Eastern Airways customer line directly.

2. How can I book special equipment (e.g. a baby seat) on-line?

Just enter your chosen rental pick up destination in the rental destination field, and the chosen times and dates of your booking on the home page as you would normally, and click on OK.

On the next page (Rental information), click on the "Modify details" bar at the bottom left hand side of the page, and click on " OK " to validate your booking specifications.

Here, you need to choose the vehicle your preferred vehicle from the scroll down list, and tick the box next to the equipment you require. You can then continue your booking process as usual.

3. Can I book an additional driver and what is the cost?

You don't need to specify an additional driver at booking time. Just ask the Europcar agent when you go to the rental station to pick up your vehicle. You can have as many additional drivers as you like, but at an additional cost, depending on the country you're renting in, and the number of days you'll be renting.

4. How do I know if my reservation has worked?

Europcar will send you a confirmation email of the booking process showing payment confirmation, type of vehicle and any extras. You will also be informed of the collection point, the times of opening and a contact number for the rental desk.

5. Can I pick up and return the vehicle to two different destinations?

With Europcar you can book your car with different pick-up and drop off rental stations (we call this a one-way rental). Here's what you need to do:

Just enter your chosen rental pick up destination in the rental destination field, and the chosen times and dates of your booking on the home page as you would normally, and click on OK.

On the next page (Rental information), click on the "Modify details" bar at the bottom left-hand side of the page.

Here, you can change the return destination on your rental details (pre-selected as the same as departure). Just choose from the scroll down list if the station to which you wish to return your vehicle is in the same country, or click on the "select country" option, for a town in a different country. You can then continue your online booking as directed.

Payment

1. How can I pay for my reservation?

You have the option of paying when you collect the car or pre-paying at the time of reservation. To get the best rates, pre-payment is the option to choose.

If you are booking your car from the UK and the car will be picked-up in the UK all Major Credit Cards ( Visa, MasterCard, Amex & Diners) are accepted, Switch and Solo Debit Cards are accepted for reservations and rentals taking place in the UK only.

Modification / Cancellations

1. Can I modify/ Cancel my booking after it is confirmed?

If you have already paid, in order to change your booking, you need to cancel your existing one, and then make another. The amount initially charged will be refunded to your Credit Card if the required notice is given see our Prepayment terms and conditions. Please note that you can only modify or cancel online reservations on-line. Bookings made via our Reservation Service Centre need to be modified or cancelled by phone.

2. Do I have to pay any additional charge to cancel my reservation?

Pre-paid bookings cancelled within 14 days of reservation will be without charge. After this period has elapsed, the prepaid rental amount shall be refunded less a cancellation fee calculated as follows:

5% of paid rate for cancellations more than 48 hours prior to pick-up date 10% of paid rate for cancellations less than 48 hours prior to pick-up date.

No refunds shall be given if the customer fails to collect the vehicle on the rental start date and has failed to notify Europcar in writing in advance of this date.

There is no cancellation charge if you have booked to pay on arrival, but failure to cancel and failure to collect the vehicle may result in a penalty charge.

3. What happens if I bring the car back early?

We are unable to refund customers returning vehicles earlier than expected.

4. What happens if I return the car late?

In most cases, Europcar rates are daily rates where a day is considered as 24 hours, counted from the time the rental starts. If you return the car late, your rate will be recalculated, adding an extra day for each additional 24 hours you have kept the car. So if you planned to keep the car for 5 days, then keep it for 7, you will be charged the price for a 7 day rental when you return the vehicle. Each 24 hour period started counts as a whole rental day. However, if you return the car late, but within the planned 24 hour period, there will be no extra charge. In fact - Europcar offers you 30 minutes grace period after the 24 hours are up, just to give you a bit more time. So a rental of 24 hours and 30 minutes still counts as a one day rental.

IMPORTANT: Remember that your insurances only cover you for the period mentioned on the Rental Agreement you made when you picked up the car. So if you decide to return the car later than first planned, please drop into the rental station (or call) to amend the Rental Agreement.

Collecting your Vehicle

1. How do I know where to find the vehicle collection desk?

To make sure there's no confusion, we send you a confirmation email when you purchase pre-booked car rentals. On this confirmation you will find Europcar rental counter location details, opening times and a contact number for the rental desk. You can also use the map feature on our website by clicking on the link next to the location.

2. What if my flight is delayed?

Teamwork! As long as you've booked in advance, and you entered your flight number on your Europcar booking in the designated field, you can be reassured that within our opening times, we will keep the car for you until the flight arrives.

3. What documents do I need to bring with me to the Europcar counter to pick up my vehicle?

You will need to present a driving license in your name, issued by your country of residence (both parts for a 2 part UK driving licence). The driving licence must be valid in the country of rental (driving licences in characters not readable in the country of rental must be accompanied by an International Driving License) and held for a minimum period of time depending on local legislation or conditions. In the UK the paper part of the license is also required. You will also need to present a valid credit card, identification document, such as a passport, may also be required. And at certain locations for luxury models a second credit card and / or utility bill dated within the last 3 months from the same address may also be required. Additional drivers will also be required to present their drivers licence and ID card / passport.

Other

1. What is a 'Driver ID'?

Europcar gives you the possibility to create a profile which is securely stored in our system, and speeds up the check-out process. When you pick-up your car, all you have to do at the counter is sign, and pick up your keys! This option is available at participating stations for all bookings made at least two hours in advance.

2. What is the minimum/maximum age required to rent a car?

The minimum age is 23 in the UK. Drivers under 25 are required to pay a young driver surcharge. Maximum age for rental is 74.