Our most asked questions
How do I change or cancel my booking?
Yes, you can easily change your booking details. You just need to file an amendment request on Car Trawlers online portal Please note that amendments can take up to 48 hours to be processed, depending on the nature of the amendment. In some cases we might need to get in touch with you regarding your request, so please indicate a valid email address or phone number in the form.
Depending on the nature of the changes you want to make, additional cost might occur, for example in cases where the date needs to be changed and we cannot offer the same price as originally quoted.
How much do you charge for excess?
The excess amount or deposit depends on the car rental agent and the rented vehicle and will be released within 10-28 days after the rental, if there has been no damage to the vehicle. We also offer excess reimbursement insurance in association with Allianz Insurance which will allow you to claim for reimbursement in the event that you have been charged for collision damage.
Can I book without a credit card?
Yes. You can make a booking without a credit card. Note that, even if you choose to pay by debit card, you will have to provide a valid credit card in the driver's name at the time of pick-up since the rental agent requires a credit card for the take the rental deposit. Credit cards accepted for pick-up are MasterCard, Visa, and in some cases also American Express.
What additional charges could apply?
Please note that each car rental agent has its own policy on additional charges which will be clearly stated in the Rental Conditions at the time of booking. Generally, additional charges may be applied for:
- Out-of-hours pick-up/drop-off
- Border crossing
- One-way rentals
- Young drivers or senior drivers
- Winter tyres
Any additional charges will need to be paid directly at the rental desk in the local currency.
How much will I need to pay for fuel?
The fuel policy is determined by the car rental agent and in most cases also dependent on the rental duration. There are different types of fuel policies and we will clearly state which one applies at the time of booking. The most common fuel policies are:
Pick up full, return empty This fuel policy type is applicable to rentals of a minimum of 4 days. Your vehicle will be supplied with a full tank of fuel and can be returned empty. On pick-up, the rental agent will charge you for a full tank of fuel. The price per litre charged by the rental agent may be higher than the price at the local service station. Fuel charges are payable at the rental counter. There is no refund for unused fuel.
Pick up full, return full This fuel policy type is applicable to rentals of 1 to 3 days. Your vehicle will be supplied with a full tank of fuel. To avoid incurring fuel charges you will need to return it full. You may be required to leave a fuel deposit reserved on your credit card that will be released when you return the car full. Missing fuel will be charged on your return. Please note that the price per litre charged by the rental agent may be significantly higher than the price at the local service station. Fuel charges are payable at the rental desk unless otherwise stated.
We recommend checking the policy details during the booking process under Rental Conditions to avoid unexpected charges.
I haven't received my booking confirmation - what should I do?
Once you complete your booking, we will send you a confirmation of your reservation via email within 48 hours. If you haven't received the confirmation please contact Car Trawler.
What is the exact location of the car rental agent?
The exact location of the car rental agent will be stated on the booking voucher which you will receive once your booking is confirmed. If you have selected an airport location, the pick-up location is usually directly in the terminal or can be reached via a short shuttle bus journey.
What documents do I need to provide at pick-up?
The rental voucher we will send you as part of the booking confirmation contains all documents required at the time of pick-up. In most cases, in order to release the reserved vehicle, you need to bring:
- Credit card in the name of the driver. Credit cards accepted for pick-up are MasterCard, Visa, and in most cases also American Express.
- Driving licence. Please note that only a full licence held for minimum of 1 year with no major endorsements will be accepted
- Booking voucher. This will be sent to you within 48 hours after booking and must be printed out.
- Any other forms of identification requested by the car rental agent in their terms and conditions.
Details can be found on your rental voucher.
I think I've been overcharged at pick-up - what should I do?
If you feel that you have been overcharged by the car rental agent at the desk or after drop-off, please contact Car Trawler and they will get back to you in a timely manner.
When will I have to pay for the rental?
There are different payment options available which are clearly stated in the booking process:
- Book now, pay later - Pay a small deposit amount at the time of booking to secure the vehicle and pay the remaining balance closer to your pick-up date.
- Pay now - Pay the full amount at the time of booking.
- Post-rental - Pay the full amount at the rental desk. This option is mainly available for rentals in the US and Australia.