Car Hire Advice: What you need to collect a vehicle

Supplier counters: What are the different locations and procedures?

If you’re a seasoned car renter, you may have realised that it isn’t always easy to find the supplier counter. Whilst the vast majority of car hire supplier counters are located within airport terminals, it’s not always the case that all the suppliers will be grouped together in the same area. Or in fact, that they have the same car hire pick-up and drop-off procedures. If all this seems daunting, don’t let it be – the following guide will help set your mind-at-ease during the pick-up procedure:

Confirm who you’re renting with

Auto Europe is a broker; thus the actual supplier will be the company you decide to opt for. We provide a full list of suppliers during your booking, so that you may chose the right supplier for your needs and budget. The first step is to make sure you know who your chosen supplier is. From Europcar to Avis and Hertz, you’ll find these and more on our website. Supplier details are displayed during the booking process, it will also be noted on your car hire voucher’s terms and conditions. The supplier is the company you will pick-up the vehicle from and who you should look for when you’re looking for the car hire counter.

Confirm if the counter is located inside the airport or nearby

Although the majority of suppliers have their counters grouped together inside the airport terminal, it is a growing trend, especially to keep costs down, to have the supplier counters located outside the terminal. This could be in the airport car park, on the airport grounds or nearby. If the supplier is located away from the main terminal, it is common practice for them to provide a free transfer service from the terminal to the supplier counter. You should make sure you know where exactly the supplier counter is, and if nearby, what stop to board your transfer from.

Within the terminal, you should follow the signs to the car hire zone. From there on, it is common for a member of staff to escort you to your vehicle. Otherwise, they may point you in the right direction. Make sure you fully read all the terms and conditions of your booking. Making sure you know exactly what to do, and where to collect the vehicle. Some companies have the counter for admin purposes away from the actual vehicles.

In some cases, the supplier may have a meet-&-greet service, in this case you should look for your name on a board once you exit the arrivals door. That member of staff will then take you to the vehicle and complete all the pick-up procedures with you. If you have booked a meet-&-greet service, you do not normally have to go to the supplier counter for added administration. Instead, you continue on your journey with minimum fuss once you reach the car.

What if the supplier counter is not located at the airport?

If the supplier is located off airport grounds, a free shuttle bus service is normally provided that will take you to and from the airport to the supplier office. If you do not have a meet-&-greet service in which the supplier staff member will guide you to the shuttle bus, you will have to familiarise yourself with the location of the shuttle bus stop. Directions are normally contained within the car hire voucher, otherwise you should follow the airport signage to the shuttle bus stop.

Shuttle buses run frequently and are easily identifiable with their company logo on the sides. It is normally a small 7-seater bus, with space in the back for luggage. The shuttle bus is free-of-charge, and no tip is expected once you’re each your destination. Some suppliers require you to call them to inform them of your arrival. Then they will send the shuttle bus to collect you. This is more common during the late evenings. If you cannot find the shuttle bus stop, we advise asking airport staff, calling the car hire supplier or Auto Europe for help.

Car hire out-of-hours pick-up and drop-off

When confirming your pick-up time, make sure that you set the pick-up time taking into consideration your flight arrival time, and the time it takes to go through passport control and luggage reclaim. We would advise adding at least 30-minutes to your expected flight arrival time, but you should add more for intercontinental flights. This should also be the case for drop-off. Take into consideration rush hour, road works and so forth, and factor these into the drop-off time.

Some suppliers allow for out-of-hours pick-up and drop-off. There is normally a small fee charged for this service. You should familiarise yourself with the supplier office opening times to make sure you are not caught short. Flight delays do happen, so it is important for you to place the flight number on the booking. This will allow the supplier to see if your flight is delayed and adapt the booking for you. Flight number can be added during the booking process or by calling our reservation team. If you are going to be late, you must inform both Auto Europe and the supplier immediately.

During drop-off, some suppliers provide a drop-off box for out-of-hours arrivals. If this is the case, when you return the car simply leave the keys in the drop-off box and continue on your journey. The vehicle must be left in the car hire supplier designated parking bays. We recommend take video and photographic evidence of the condition of the vehicle inside and out, before returning the keys. This will help if any disputes arise in the future.

City Centre or Train Station car hire supplier counters

Picking up your car hire at the airport is the most common, although not the only option. For some customers collecting your car hire within the city centre or at one of the cities main train station is preferred. Normally a cheaper alternative to renting from the airport, it is convenient if staying in the city centre. A pick-up at a train station is particularly useful if arriving by train. Regardless of pick-up location, the same care and attention should be taken regarding directions, address and procedures.

Car hire delivery or pick-up service

Some car hire suppliers provide a delivery and collection service for customer convenience. For a small fee, customers can have their chosen car delivered directly to a pre-determined location. This is normally the hotel you are staying at or another convenient location. The car can also be collected from the same location once the rental is over. This service is available only for certain suppliers, car categories and locations. If you would like to take advantage of said service, we advise contacting our reservation agents and discussing availability. If you’re considering hiring a luxury car, then we provide an excellent delivery and pick-up service.

We hope that this bite-sized guide has helped you to familiarise yourself with car hire pick-up and drop-off procedures. We always recommend you read fully your car hire voucher’s terms and conditions. Contact our reservation agents to find out more or to place a booking. With great rates and regular promotions, we’re sure to have the right car hire rate for your budget. From standard ca hire to motorhome hire and luxury car hire – we have it all.