Our most frequently asked questions:

For details of opening hours and branches between which one way rentals apply, visit our Help Desk >>

Questions and Answers:

Is the car rental depot within the airport?
Most Car hire desks are within the Airport at UK Airports. Car rental desks are normally in prominent positions within the arrivals hall. Proceed to the relevant desk to process the paperwork and payment. You will then be told how to collect your vehicle and where to get on the courtesy coach. These normally run frequent services to the actual car rental depot where the vehicles are kept. You will then be shown your car and be free to continue your journey.

However some car rental companies do not have car rental offices within the terminal building. Instead you either proceed to the courtesy busses or use a courtesy phone to arrange collection. The following locations require specific instructions which can be found at ……: Arnold Clark Aberdeen Airport, Arnold Clark Aberdeen Airport, Arnold Clark Glasgow Airport, Arnold Clark Glasgow Prestwick Airport, Arnold Clark Inverness Airport

If you are returning the vehicle to the same Airport then remember where the Car Rental car park is located for your return.


Driving Licences
All UK drivers must have held their full driving licence for at least 12 months before they are able to rent a car from any company in the UK.

UK driver's must present both parts of their driving licence (the photo card and the paper counterpart) when collecting a rental vehicle. Photocopies will not be accepted at any time.

It is always advisable to carry additional identification such as a passport, a second credit card or utility bill dated within the last 3 months from the same address
PLEASE NOTE: When hiring a minibus the driver must be over 25 years old and have held a full EU license for at least 3 years with a category D1. Non EU citizens can drive vehicles with up to a maximum of 9 seats


What if I have points on my licence - can I hire a vehicle?
If you have 6 points or below on your licence you can normally hire a vehicle .If you have above 6 points you are normally not permitted to hire a vehicle.
For Example
2 speeding offences OK to hire a vehicle
3 offences with the same code (ie 3 x speeding) cannot hire a vehicle
If you have a DD, DR or BA endorsement that is within the last 10 years you are not able to hire a vehicle
For example
DR10 drink driving offences - sorry NOT possible to hire a vehicle for at least 5 years
IN10 No insurance offences - sorry NOT possible to hire a vehicle for at least 5 years


I cannot find my driving licence?
In many locations in the UK it is possible to have a DVLA licence check carried out as long as the driver has 3 forms of id one of which must be photo id (ie Passport) these DVLA checks can only be operated when the DVLA office is open Mon - Fri 9am - 5pm and Sat 9am - 1pm. Sunday - not possible Please check before booking whether the branch offers DVLA checking. This service is usually chargeable and paid locally to the branch concerned- normally about £5.00


International Customers.
Visitors to the UK must have held a full driving licence for more than 12 months and the correct entitlement to drive the desired group of car. EEC licence are acceptable but all other licenses are only acceptable if the are written in legible English, If your licence is not written in English, you must also have an international driving licence that is written in English to accompany your foreign licence.

An international licence on its own will not be accepted - it must be accompanied by your foreign driving licence

WARNING:- PHOTOCOPIES OF LICENCES WILL NEVER BE ACCEPTABLE


What is the minimum/maximum age to rent a car online?
Generally you must be between 25 and 75 at the time of rental pick-up

However in some circumstances it is possible to rent certain groups of vehicles if you are aged between 21 and 25. Usually a higher excess deposit is required and there may be an additional 'young driver' charge per day

Arnold Clark -aged 21
Europcar - aged 23
Sixt - aged 21
National- aged 25
Budget -aged 23


Optional extras available by selection in our Online rental Quotation

Options that you select during the booking process that are charged locally include:
Additional driver
Young Driver surcharge
Child seats
Excess reduction
These extras are priced within the booking engine


How much is it for an additional driver to drive a hire car?
Additional driver charges range in price, and can be charged per day or per rental. Prices range from £2.46 per day to £17.63 per rental. On the booking engine the costs will be apparent.

Each driver must be present at the time the rental agreement is signed. All additional drivers must qualify in the same way as the primary driver: they must be comply with the age restrictions, have a valid drivers license, and a major credit card in their name


Payments
Visa, Mastercard and American Express credit cards are accepted

Debit cards such as Switch and Delta (including Visa Delta) are acceptable. Solo and Visa Electron and Diners are not accepted and it is not possible to take cash or cheques under any circumstances.

If paying by debit card please bring along additional ID - Passport, Utility Bill


How do I find out how much deposit I have to leave with the car rental company?
Please be aware on most standard rental terms your credit card will have to be authorised for at least a £500 excess and on occasions a £50 fuel deposit in addition to the rental charges. The payment will not be taken, just authorized. The insurance excess is usually £500, unless you are under 25 or are hiring a 'premium' vehicle, in which case the excess could be £800 or £1000. The Excess amount is displayed during the booking process

You can take the option for "reduced/zero excess" which waives the need to present your credit card for the £500 deposit and brings your liability for damage from £500 to £100 or zero (depending on rental company) - this does not cover willful or intentional damage.


I require a child seat can I book one and how much does it cost?
Yes you can request a child seat during the booking process. Child seats are

subject to availability but if we give the car rental company plenty of warning (7 days) they should be able to supply them. In some circumstances clients have purchased their own child/baby seats (there are branches of 'Halfords' in most towns) for their vacation period. There is a charge for this service paid locally upon collection of your vehicle.


Insurance Cover
As standard all rentals come with comprehensive insurance cover with a deductible of the first £500 of any damage caused (in some circumstances £800 or £1000). This means should you damage the rental vehicle you are responsible up to the first £500 of any damage.

For example: should you cause £300 of damage you will be charged the full £300 but if you caused £3000 damage then you part of the damage would be limited to £500.

Additional CDW (collision damage waiver) will be offered to you at the time of collection, this Insurance is optional


What does Reduce excess mean?
Please be aware on most standard rental terms your credit card will have to be authorised for at least a £500 excess and on occasions a £50 fuel deposit in addition to the rental charges. The payment will not be taken, just authorized. The insurance excess is usually £500, unless you are under 25 or are hiring a 'premium' vehicle, in which case the excess could be £800 or £1000. The Excess amount is displayed during the booking process

You can take the option for "reduced/zero excess" which waives the need to present your credit card for the £500 deposit and brings your liability for damage from £500 to £100 or zero (depending on rental company) - this does not cover willful or intentional damage.


Can I take a vehicle abroad - How much does it cost?
In some cases yes you can as long as you return it to UK.

Within the booking engine Europcar offer this facility and the pricing is displayed as an extra.

We can quote you a rate on request. Please note that there will be a surcharge applicable and that you will have to have full European Breakdown and Recovery Services and in some cases you will have to put the vehicle on your own insurance policy (most companies can accommodate this)


Can I return the vehicle to a different location?
In most cases you are able to return your vehicle to a different location. Within the booking engine you can select your desired 'pick up' location. The drop down menu for 'drop off' locations will list all locations that the vehicle can be returned to. Any applicable charges will be displayed.


What if my flight is delayed, will the rental company wait for me and will I be charged extra?
If you are flying into an Airport we always ask for an incoming flight number so that the Rental Company can track flights in case of delay. Your rental vehicle will be kept for you if you flight is delayed. The collection office will normally only wait 1 hour after their scheduled closing time for delayed flights.


How do I cancel a booking?
To cancel a reservation you must Ring 01738 450440 or email quoting your booking reference number - a cancellation number will be issued to you. If you do not obtain a cancellation number you may forfeit your upfront part payment.


CAR RENTAL CANCELLATION POLICY:
All cancellations should be made with …., and will be confirmed with a cancellation number. All cancellations will result in a full refund of the booking charge with the following exceptions - Cancellation within 72 hours of the booking will incur a £10 surcharge. Cancellation within 24 hours of the booking will incur a £25 surcharge. If you do not show up for your car and do not have a cancellation number issued by ….., there will be no refund whatsoever.


Can someone other than the driver pay for the rental?
The person responsible for payment is expected to be the primary driver and must be present to sign the contract at the time of rental. The primary driver must also have a driver's license and major credit card in his or her name. Therefore only the driver can pay for the rental.


Do I need to check the condition of the vehicle prior leaving the location?
Yes, before you drive the vehicle you will have to sign a document detailing any defaults with the vehicle such as scratches, dents or other blemishes. It is important that you are satisfied with the report as you will have to sign a similar document on returning the vehicle. If there are discrepancies between the two you will be liable for the cost of reparation.


What happens if I return the car late?
Vehicles are expected to be returned on time otherwise an extra days charge will be made. The insurance only covers the agreed rental period. However in some circumstances leeway of half an hour is given on the discretion of the car rental branch.


Do I need to return the car with a full tank of fuel?
In most cases vehicles are supplied with a full tank of fuel and they should be returned with a full-tank. Otherwise, the car rental company will charge for the fuel at the end of the rental. Some car rental companies expect you to return the vehicle with the same amount of fuel as when you collected it. For example if the level was at a half on collection then it should be returned with a half.