Pick-up and drop-off
Well prepared for your trip? That already starts when picking up your rental car. This way, you’ll hit the road without any worries and returning the car later will be just as smooth. We've listed the most important tips and things to keep in mind.
Pick-up location and opening hours
The pick-up locations and opening hours of the rental offices can be found on your rental voucher and on our website. In most cases, you’ll pick up the car at the airport, sometimes just outside the terminal with a shuttle service. In the United States and Canada, most rental offices are open 24/7, while in Europe, specific opening hours usually apply.
Picking up the car
A staff member will register your details and prepare the rental agreement. Read this carefully before signing, it includes information about the car, insurance, extras, and the fuel policy. At that moment, the deposit will be reserved on the main driver's credit card.
Once the agreement is signed, you’ll proceed to the car. Any existing damage will be noted and important details will be explained. Feel free to take your own photos of the car to avoid any misunderstandings later on.
Fuel policy
In Europe, the ‘Full-full’ fuel policy usually applies: you receive the car with a full tank and must return it full. In practice, the tank might not be completely full at pick-up — in that case, return the car with the same amount of fuel it had when you collected it. If you return the car with less fuel, the rental company will charge the difference at a higher rate.
Tip: Refuel within 10 km of the return location and keep the receipt — it helps prove the car was refueled just before returning.
For rentals in the US and Canada, there are more fuel options available:
- Full-full: refuel yourself before returning.
- Prepaid full tank: you pay for a full tank at pick-up and return the car empty.
- Gold package: if you’ve selected this option, you may return the car empty at no extra cost.
Return procedure
Make sure to allow enough time for the return, especially if you need to catch a flight. The car will be checked for any new damage. If everything is fine, the rental contract will be closed and you can continue your trip without worries. If any new damage is found, the costs will be deducted from the deposit or charged to your credit card if needed.
Returning outside opening hours
If you agreed to return the car outside regular opening hours, you may leave the vehicle at the agreed location and drop the key in the key box. Please note: you remain responsible for the car until the rental office reopens.
Always keep the rental agreement, fuel receipts, and any other documents. These may help answer questions or resolve any issues later on.
Forms
It’s important to keep all the forms you received and/or signed. If you have a question or complaint after returning home, the handling process will be quickest when you have all the original documents in your possession.