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Frequently Asked Questions - Help


We have listed some of our most Frequently Asked Questions below. If you have any queries/questions not covered below please don't hesitate to contact us.

 

1. Who are Custom Car Hire?
2. Which rental company will I be using?

3. How do I book a vehicle?

4. How do I pay for my rental?

5. What is the minimum age for renting a vehicle?

6. What is included in the quotation?

7. Can I add extra drivers?

8. Can I purchase additional insurance?

9. What information do I need to book?

10. What must I have with me to collect a vehicle?

11. Where can I collect my vehicle?

12. My pick up time is outside of advertised opening hours. Can I still pick it up?

13. What happens if something goes wrong on collection?

14. What do I do if my rental vehicle stops functioning correctly?

15. How do I contact Customer Services?

16. What do I do in the event of an accident?

17. How do I upgrade my vehicle?

18. How do I amend my reservation?

19. What if I need to cancel my booking?

1. Who are Custom Car Hire?
We are a booking agency who have negotiated special discounted rates with leading car rental companies who offer top quality service, including ADA, Alamo,  Budget, County Car Rentals, Crown, Europcar, GoldCar Rental, Irish Car Rentals, National, Sol Mar and many more.

We've done all the leg work and sourced the best possible rates from each of our worldwide suppliers. Due to the volume of bookings we provide each rental company with we are able to get lower rates and as such pass the savings directly on to our clients.  [Top]

2. Which rental company will I be using?
Our quotation system automatically displays the cheapest rental available and the name of the rental company will be displayed.  [Top]

3. How do I book a vehicle?
Once you have obtained a quotation you can book it immediately by clicking the "Book Now" button. This will take you to our Secure Server payment form where you will be asked to enter your details. We'll send you a Confirmation Document via email as soon as possible. You can also have your quotation emailed to you so you can review it in your own time and book later.  [Top]

4. How do I pay for my rental?
When you book your vehicle you only pay the Reservation Deposit. You then pay the remaining balance (plus any optional extras) directly to the rental company on collection of your vehicle. The main driver must use a personal credit card in their name. Visa, MasterCard, American Express, Diners Card are widely accepted.  [Top]

5. What is the minimum age for renting a vehicle?
The minimum driving age varies from country to country and also company to company. Once you get a quotation from our system please read the Terms & Conditions where the age restrictions are displayed along with all the other conditions.  [Top]

6. What is included in the quotation?
All Custom Car Hire quotations include unlimited mileage (unless otherwise stated), third party and theft insurance, collision damage waiver (an excess normally applies, please refer to your quotation Terms & Conditions), road tax, vehicle licence fees, VAT, airport surcharges and any premium location fees.   [Top]

7. Can I add extra drivers?
Additional drivers can be added on collection of your vehicle. Please be sure that all drivers intending to drive the car bring along their drivers licence.   [Top]

8. Can I purchase additional insurance?
Although our quotations include insurance as standard an excess normally applies. Most rental companies offer a damage and/or theft waiver. This reduces the renter's financial liability in the event of any damage or theft to the vehicle. Damage waiver is usually sold per day. Once you get a quotation from our site you should refer to your Terms & Conditions to check if an excess applies and how must it costs to waive if possible. 

We are also working with Insurance4CarHire, they offer a daily excess waiver for only 3.99 per day (including Government Insurance Tax). This is often a much cheaper alternative to purchasing the rental companies own excess waiver on collection. Click for more details. [Top]

9. What information do I need to book?
To book your vehicle we will need the following information:

drivers full name, card holder's name, address, telephone number, credit card number including expiry date and your arrival flight number / ferry details - this is important as we pass it on to the rental company and in the event of a flight / ferry delay they will be aware of your late arrival.  [Top]

Remember, you only pay a Reservation Deposit when you book your vehicle. The rest is paid on collection along with any optional extras you may opt for.

10. What must I have with me to collect a vehicle?
When you book with Custom Car Hire we will confirm the availability with the rental company and once we have a confirmation number from them we will send you an official confirmation email. You should print this out and keep it safe as you'll need to produce it when you arrive to collect your vehicle. You also need to bring along your driver's licence and a credit card in the name of the main driver. In some countries you will also need to bring along your passport for identification purposes - please refer to your Terms & Conditions.  [Top]

11. Where can I collect my vehicle?
When you request a quotation you will select a location. This may be an airport location, train station or downtown city office. In the event of an airport location, the rental company normally has a desk in the Arrivals Hall. In all circumstances we will give you full details of where to collect your car. This will include the local address and telephone number.

In some countries we can also arrange to have the vehicle delivered and collected from your accommodation. An extra charge may apply for this facility so please Contact Us if you'd like to enquire about this.  [Top]

12. My pick up time is outside advertised opening hours. Can I still pick it up?
Some offices do offer "After Hours" collection. If your pick up time is outside the opening hours you should proceed with making your booking. We will check with the rental company if they can accommodate your arrival time and if any additional fee will apply. We will contact you with a response and you can then decide to proceed or cancel at no charge.  [Top]

13. What happens if something goes wrong on collection?
Firstly it is very important to remain calm. Chances are you're in a foreign country with a language barrier and getting upset will not help matters. If possible, contact our offices and we will try our very best to resolve the matter while you are present at the desk. Failing that, we would ask that you take the vehicle and contact our Customer Services department as soon as possible.  [Top]

14. What do I do if my rental vehicle stops functioning correctly?
First, contact the rental location from where you collected the vehicle. You can find their telephone number on your Custom Car Hire confirmation document and also the Rental Agreement you sign on collection. The staff at the location will instruct you as to what to do next.  [Top]

15. How do I contact Customer Services?
We pride ourselves on Customer Services. If you have any queries at all please feel free to contact us. You can find our contact details on our Contact page.  [Top]

16. What do I do in the event of an accident?
First, make sure that everyone involved is okay. If someone is injured you should immediately contact the emergency services. Second, contact the local police in order to complete an accident report form. Third, contact the rental office where you collected the vehicle. They will provide further instructions.  [Top]

17. How do I upgrade my vehicle?
If you have made a reservation and have NOT yet collected the vehicle and need a larger (or smaller) vehicle you should contact Custom Car Hire. We will give you the new price and confirm with you that you wish to change the vehicle.  [Top]

If you discover while on rental that you need to upgrade the vehicle you will need to contact the office where you collected the vehicle. Their telephone number can be found on your Custom Car Hire Confirmation Document and also the Rental Agreement you sign on collection.  [Top]

18. How do I amend my reservation?
In the event that you need to change any details of your reservation please contact us as soon as possible BEFORE your rental starts. We will do our very best to amend your reservation and forward you a new Confirmation Document. We do NOT charge any silly admin fees for making changes to your booking.  [Top]

19. What if I need to cancel my booking?
Not a problem. Just contact our office via email, fax or telephone. We'll need your Quotation Reference Number. This can found on your quote and confirmation. We will refund your deposit in FULL - provided you give us at least 48 hours prior notice to your pick up date. In the event of flight cancellation or emergencies we will issue a full refund.  [Top]

If you have any questions or queries which we haven't covered above please don't hesitate to Contact Us and we'll be happy to help you!

 

 

 

 

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