1. If I don't have a flight number, what can I do?
If you still don't have a flight number available or if you are not going to have a flight number as you are collecting the car in the airport but without flying in, you can choose the option 'No airline' and fill the flight number option with 'WALK-IN'.
2. Can I return the vehicle to a different office to the one in which I collected the car? How much does this cost?
If you wish to return the vehicle to a different office to the one in which you collected it, you will simply need to indicate this when you begin the reservation process on the online form. The system will automatically be able to tell you if this route is available or not. In the event of there being an extra charge for a one-way route, this will be indicated in the terms and conditions of your reservation. Almost all of our providers offer one-way routes within the same country between their offices, apart from between mainland and island offices and vice versa. Occasionally there are obligatory minimum hire periods set for one-way routes (see the terms and conditions of your reservation).
3. Where do I collect the vehicle in the airport?
Almost all of our providers offer car hire pick-ups in the arrivals terminal. Those providers that dont offer a pick-up desk, will send a representative to the airport, awaiting your arrival with a card indicating your name and surname.
4. Can I add an additional driver to my reservation?
Yes. Whilst completing the reservation on our website, once you have chosen the vehicle model, you will be given the option of choosing an additional driver.
5. Can I include snow chains, a GPS or a child seat in my reservation?
Yes. Whilst completing the reservation on our website, once you have chosen the vehicle model, you will be given the option of adding snow chains to your reservation.
6. Is the insurance included with the reservation?
There is normally a basic insurance included with the vehicle. Furthermore, you will be able to contract additional insurance policies depending on your requirements. Please remember to read the terms and conditions which include information on the insurance policies before confirming your reservation.
7. What types of insurance policies are available for my car rental?
The insurance cover offered varies depending on the provider. Please read the terms and conditions carefully, where you will find detailed information in the insurance policies. In general, price includes third party insurance and fully comprehensive insurance with excess. To get rid of the excess you will need to apply upon collecting the vehicle.
What is the difference between "All included" and "All Included without excess"?
There are various differences and we recommend that you read the Tariff Conditions upon reserving the vehicle. Basically the main difference is that 'All included' offers the car hire with fully comprehensive insurance and excess, whilst 'All Included without excess' has fully comprehensive insurance without an excess.
9. How old do I have to be to rent a car?
Almost all our providers demand a minimum age of 21 years, having held their driving license for one or two years, for the car groups 'economy' and 'compact'. In any case, each provider have their own conditions with regard to minimum age. During the reservation process you will be advised of this limit.
10. Which documents do I need to rent a car?
Your passport or a valid national identity card (also for additional drivers). Your driving license (also for additional drivers) and a credit card.
11. Can I modify my reservation once I have confirmed it?
To modify your reservation you will need to contact Customer Care on +34 931815659 or by email to: customercare@cartrawler.com , specifying clearly the type of change. It is also important to make sure you mention your reservation number in the email or have it close by should you call. Certain changes may result in the price changing.
12. How do I cancel a reservation or apply for a refund?
You will be able to cancel your reservation using a link that was sent in your email confirmation. You can also cancel a reservation by contacting customer care: +34 931815659, or by email: customercare@cartrawler.com. The quantity refunded will be transferred onto your credit card. There are normally no cancellation charges, with this depending on the provider, as long as you cancel within 48 hours of the vehicle collection date (in any case this will be stated in the conditions). Otherwise there will be a cancelation charge of 25 euros.
13. What can I do if I want to lengthen my reservation period?
In the case of wanting to prolong the period in which you hire the vehicle, you will need to attend the car hire office to sign a new contract before the end date of your original reservation. If you fail to do this, all the terms and conditions will be invalid for the original reservation. There is normally a small charge per day added (around ¤20).
14. How can I consult the state of my reservation?
When you complete a reservation, you will need to choose a car category, within which there are different models which you can consult by clicking on 'Vehicle Details' on the results page just below the photo of the vehicle. Unfortunately it is not possible for us to guarantee a specific model.
15. How much do I have to pay upon confirming the reservation?
In many cases you will be required to complete a pre-payment with credit/debit card, paying the rest of the total on arrival at the car hire pick-up point, again by card. In some cases you will be required to pay the full amount on reserving the car. The conditions of cancellation remain the same in both cases.
16. How are the hire days counted?
The days are counted as every 24 hours from the moment of formalising the contract. Partial days are counted as a day due to the insurance.
17. Can I reserve a vehicle for today?
Reservations through our website can be made two hours before collection in the majority of our destinations.
18. How do I know if my reservation has been confirmed?
If the reservation is for the next three days, you will receive confirmation in less than an hour. If you don't receive an confirmation email, this means the car type you chose is not available, not a common occurrence if you have been able to choose that type of car during the reservation process, but possible due to the small time lag for updating the system. In the rest of the cases, confirmation is more or less immediate. although there are offices that take up to 24 hours to send the email confirmation.
19. Why do I need to carry a credit card?
Your credit card acts as a guarantee for our providers. It is obligatory to present your credit card when you complete any payment.
20. Can I enter into a foreign country with the vehicle?
This depends on the conditions set out by each provider. You can find detailed information regarding being able to enter into foreign countries by reading the terms and conditions for your reservation. If you don't happen to find any information regarding this topic, or if the information provided isn't detailed enough, please feel free to send an email to the provider or ourselves, asking for further information.
21. Can I eradicate the excess?
Normally all providers offer the possibility of eradicating or reducing the excess, paying an extra daily supplement indicated in the reservation conditions.
22. How do I need to return the car with regard to the petrol?
Each provider has their own petrol policy. It could be that it's a case of 'delivered full, return full' or 'delivered full, return empty'. The conditions will be stipulated in the terms and conditions of hire during the second stage of the reservation process.
23. How can I get a receipt for my reservation?
If you would like to receive a receipt for your reservation this will have to be completed at the office upon collecting the vehicle.
24. Emergencies
For any emergency regarding the vehicle, you must contact the provider immediately. The hire contract will have contact details for the provider and an assistance contact number.
25. Incidents during the hire period
In the case of an incident during your hire period you can get in touch by phone: +34 931815659 or by email: customercare@cartrawler.com. Always have your reservation number close by and mention the number in any email correspondence. If you don't receive an answer within 72 hours please get in touch with us at info@costasur.com and we will help you as soon as possible.