Auto Europe
What happens when you are late for your car hire pick-up and why you should avoid this
There are few things worse than turning up to the car hire supplier late and being told that your vehicle is no longer available – especially after a long flight and stressful trip. Unfortunately, this is a common occurrence when customers turn up late to pick-up their hire car. The supplier can only keep the car a certain time before having to release it to another customer.
Why does the car hire supplier not wait when you are late for pick-up?
Car hire suppliers rely on a constant flow of vehicles and customers to maximise their profits and ensure that the pick-up counter does not become congested. Because suppliers recognise that sometimes customers are late due to reasons beyond their control – flight delays, security queues, bad weather, etc – they adhere to a grace period and will wait for you up to a certain time. Once this time is reached then unfortunately the car hire supplier will have to release the vehicle back onto the market.
When a customer does not arrive at the correct time to collect the vehicle, after the grace period, the supplier has to assume that the customer is not coming. This is known in the industry as a “No Show”. This not only means that the reserved vehicle will be released back onto the market, but that the reservation is automatically cancelled and the money not refunded. Due to the supplier terms and conditions, and logistical reasons, it is seldom possible to obtain a refund from the supplier should the customer turn up late. This is because when the car is released back onto the market, it rarely rents out at short notice for the higher rate or with the level of insurance coverage needed.
Frequently asked questions about late car hire pick-up
In summary, if you are late to collect your vehicle then it will more than likely be released back onto the open market and rented out by another customer. Your original booking will be cancelled without refund. What is the maximum delay allowed and what can you do if you know beforehand that you will be delayed due to bad weather, flight delays, etc?
How late can I pick-up my car hire?
Generally, car hire suppliers will hold onto your vehicle for up to a maximum of two hours before it being released for re-rental. The grace period offered varies significantly between suppliers and their locations. It is not uncommon for a grace period to be as short as 30-minutes in some places. Due to this, we advise informing both the supplier and Auto Europe as soon as you know that you will be late. This will minimise the risk of the supplier considering you as a “No Show” and you losing your reservation without refund.
For more information, click on the info icon during the online booking process. All the information is contained within the booking’s terms and conditions – which you must accept before proceeding to the payment page. Details can also be found in our Terms of Use section and contained within the reservation voucher upon finalising your booking. We highly advise not to make a last-minute reservation (less than 48-hours before pick-up), if you’re not sure that the supplier will be open at your arrival time.
Flights get delayed often, and as such, if you think you will be late it is better to place a reservation for the following day in the morning. Often even being 15-minutes late after the supplier has officially closed could mean your booking will be cancelled without refund. If you have any concerns or wish to speak to us, contact our reservation agents. They’ll be able to provide up-to-date and relevant information regarding all your options.
What should I do if I already know in advance that I will be late to pick-up my car hire?
Firstly, it is important that if you are flying in, you provide your flight number when you are placing your reservation. This will ensure the supplier is able to check live flight information. However, it is equally as important that once you know you will be late, contact Auto Europe and the supplier to inform of the situation. When in contact, provide the reservation number which is located at the top righthand side of your voucher. If your flight number has changed you must also notify both parties. During your call, make sure you provide a valid reason for the delay. By contacting the local supplier and informing them of the delay will mean they may keep your booking longer until you turn up – however, there is no guarantee that they will do so.
Please refer to your booking voucher for the contact details of your chosen car hire supplier, or request this from Auto Europe during your call and whilst informing us of your delay.
If you know in advance and up to 48-hours before your booking commences that you will be late for collecting your car hire, it is recommended that you use your online account to modify or cancel your reservation. This option is available and is free-of-charge up to 48-hours before the commencement of your reservation. You may do this either online or by calling one of our reservation agents.
What should I do if my flight is delayed?
If your flight is delayed, you need to contact Auto Europe and the car hire supplier urgently. You must inform us if your flight number has also changed, so that we can update your reservation with the right details. You should not send us an email as they may not be viewed in time, likewise with social media contacts, but instead should speak to us directly via phone. This is also the case when dealing with the car hire supplier, please speak to them directly via phone.
What happens if I arrive when the car hire supplier is closed?
If you unfortunately arrive after the car hire supplier office has closed due to a delay, then you need to contact Auto Europe immediately. We may than be able to either arrange for you to pick-up your car hire at another office from the same supplier or arrange a solution with another car hire supplier. If you are unable to wait until the office reopens then this may be the only option for you. Please note that by the time you arrive your booking may have already been cancelled without refund by the supplier as you arrived after the office was closed.
Some supplier depending on their policy may allow you to commence your booking the following day. However, you will not be reimbursed for the lost unused day. On occasions opening times may be altered – as such as the case during Covid-19 – if you find that the supplier office was closed outside of what is stated in your car hire voucher’s terms and conditions, then please contact Auto Europe and inform us of this immediately. We can then liaise with the supplier to ascertain why the office was closed outside of stated opening hours.
Am I able to pick-up my car hire outside of opening hours – once the office is already closed?
Yes – it is possible to collect your car hire outside of normal office opening times but this is dependent on the individual suppliers policy. If you are aware that you will arrive outside of the opening hours in advance, you should inform us and the supplier. We can then arrange for the supplier to offer pick-up whilst their office is closed. This is known as an “out-of-hours” service. This option is only available when you are actually placing your booking, and is subject to a written conformation from the supplier. Normally, a small fee will be applied and paid directly to the supplier for this privilege. To officially request an “out-of-hours” car hire pick-up, you must request this together with the driver profile form located within the “My booking” section of our website.
Are there any applicable fees if wishing to pick-up the car hire outside supplier opening times?
Yes – a small fee is applied and is paid directly to the car hire supplier during the time of pick-up. For transparency, Auto Europe will inform you of this fee and the amount during booking – although we do not charge or profit from this. The amount is payable directly to the supplier during collection of the vehicle.
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