Andalucia Car Hire has made a list of the most frequently asked questions when hiring a vehicle.
If there is anything that is not answered on this page please do not hesitate to contact us on firstname.lastname@example.org.
Frequently asked questions before renting a car with Andalucia Car Hire
1. Can I book a car for today?
This may be possible off-season, however you cannot book online less than 2 days before arrival. This is done to ensure that our staff have sufficient time to have the vehicle ready.
2. Why do you need a flight number?
Flight numbers are important to our staff as this is their only way to track your time of arrival and see if there is any delays. If you do not provide your correct flight number, and you are delayed, it then becomes your responsibility to inform us of any late arrival. Otherwise we may cancel the reservation as 'NO-SHOW'
3. What can I do if the office is closed when I need to collect the car?
It is usually possible to arrange an out of hours pick up with our staff, however there is an additional fee payable locally for this service of 20 euros in cash only. Office hours are clearly stated on the voucher, and on the quote screen in the 'Terms and Conditions'. If we have confirmed the booking after hours we will be aware a customer is arriving.
4. What is an out of hours fee?
If our staff have to deliver a vehicle outside of the regular hours to you, then they will charge a fee for doing this - 20 euros in cash only - this is called an 'out of hours fee'. This fee covers the cost of extra working hours and is payable locally when collecting the vehicle.
5. What happens if my flight is delayed or cancelled?
In the event of a delay, if you have already provided us with your flight details then our staff will be able to track this. In the event of a long delay, we recommend you to contact us to arrange the delivery. In the event of a cancellation, please advise our team as soon as possible, as we will need to cancel the vehicle in our system and the failure to notify us can result in extra charges.
6. I need a child seat - are these guaranteed?
As child seats are mandatory in most countries, by requesting them in advance they are usually always available. If you have reserved these on your booking then we will confirm these are available as well as checking if the car is available. Please note that these normally must be fitted by a parent or guardian. If child or booster seats are not ordered before you travel, our we can NOT guarantee availability.
7. I need to add some more extras to my booking
Please contact our team on email@example.com who will be happy to help you in adding these to your booking, make sure you include your booking reference number.
8. What is included?
Local taxes, unlimited mileage and compulsory third part insurance.
9. What is the fuel policy?
Fuel policies are clearly stated in the reservation confirmation, please note that these may change any time. In Malaga we normally deliver the car with a full tank, and it should be returned full as well.
10. What are the minimum and maximum ages to rent a vehicle?
The minimum age to rent a car is 21 years, with a minimum of 2 years driving experience. Unlike some companies, we have no maximum age limit as long as you are fit to drive.
11. How do I know where to find the car?
Your voucher will clearly state where to find the vehicle. In the event you cannot locate us, the reservation confirmation has our airport contact number.
12. I need to amend my booking
Please contact our team on firstname.lastname@example.org who will be happy to help you in updating your booking, make sure you include your booking reference number.
13. I need to add flight details to my booking
Please contact our team on email@example.com who will be happy to assist you in updating your booking, make sure you include your booking reference number.
14. How do I cancel my booking?
To cancel your booking, please contact our team on firstname.lastname@example.org. Please make sure you include your booking reference number and, if possible, the reason for cancelling.
15. The price has changed since I last checked online
Andalucia Car Hire works with with and offer/demand system. The prices can change due to availability and demand. Unfortunately we can only honour prices shown at the moment of booking.
16. Can I rent a car if I don't have a credit card?
In some cases we do accept rental without credit card, however this is very rare. This will be subject to confirmation at the moment of the rental.
17. Is mileage always unlimited?
If unlimited mileage is included it will be stated in the rental agreement, otherwise this will be clearly shown that unlimited mileage is not included.
18. Can you deliver or collect the vehicle where i stay?
This service is available in the Malaga city area. Please request this at the time of booking. There will normally be an additional charge for this service. It is important to note that deliveries can only be made to hotels or resorts and not to private villa or residences. For more information please email email@example.com
19. What is a security deposit and why must I leave one?
A security deposit is the name given to the amount we blocks at the start of the rental to cover ourselves for potential costs with the rental. This normally takes the form of an amount blocked on the credit card supplied and will normally be the excess amount, plus fuel deposit. This deposit ensures that we can cover any damage to the vehicle or cover the cost of refuelling the vehicle in the event our client returns it with less fuel, this is standard practice in car rental. Provided the car is returned in the same condition as rented, the security deposit will be returned in full at the end of the rental.
20. How much is the security deposit likely to be?
Security deposits will vary depending on the tipe of vehicle, and are calculated with many criteria in mind such as the value of the vehicle, petrol and length of rental. You will be advised at the time of booking about the terms in place, and this will also be shown on the rental documentation. In most cases you will be required to leave a deposit equal to the excess amount and to cover the fuel element of the rental.
21. Why do I need to sign an agreement locally when I have booked through Andalucia Car Hire?
Andalucia Car Hire is a car rental company. Bookings made through us are subject to Andalucia Car Hire terms and conditions. These cover your agreement with us and will be provided with your rental documentation. The actual rental of your vehicle is subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the rental company which supplies the vehicle. You should make sure that you fully understand and agree with these terms and conditions before signing the contract locally.
22. What happens if I am involved in an accident?
In the event of any mechanical difficulties or accidents involving your car, it is important that you advise us as soon as possible, (within 24 hours). In the case of an accident the local police should be advised and a police report completed, and the full details of the 3rd party should also be taken. You will need to complete a full accident report form when returning the vehicle to us. It is important that you retain a copy of all documentation for your own records.
23. I've lost my booking reference/voucher
Please contact our team firstname.lastname@example.org who can assist you in locating your booking reference. If you already have your reference, but need a copy of your voucher, they will be able to assist you with this also. Please include at least your full name and arrival date.
24. My details are incorrect on my voucher
Please contact our team email@example.com and email the request with your booking reference. We will be happy to help in correcting the details.
25. How many people can the vehicle hold?
This is clearly shown on the vehicle details page on the quote screen, again this will be shown on your voucher. Please note that the insurance will be invalidated if you use the car for more people than instructed.
26. Can I drive my vehicle off road?
Insurance does not cover taking vehicles, including four wheel drives off road or onto untarmacked tracks, so we strongly recommend that you do not do this as it may invalidate your insurance. Please check with the supplier if you are considering this.
27. What are the exceptions to the insurance cover?
In common with most insurance policies there are exceptions to and circumstances which invalidate the insurance. These may include, but are not limited to: damage to windscreens/windows, the underside and roof of the vehicle, tyres and wheels, lost keys, wrong refuelling, when the vehicle is driven off-road or on un-tarmacked road, driving without due care and attention or negligently, driving under the influence of drugs or alcohol. This is shown on the general terms and conditions at the time of booking.
28. Is it possible to reduce the insurance excess?
Reducing the excess on the insurance is sometimes available by purchasing additional products. These products are usually called SCDW and can reduce the excess down to anything as low as zero in some cases. If this is available it will be displayed clearly in the local supplier terms and conditions.
29. What do I pay for locally?
Andalucia Car Hire always try to get inclusive rates, however there are occasions where there will be fees payable locally, these may include Contract Fee, Government Tax and Licence Fees, these are in only a small number of locations but will again be stated clearly in the terms and conditions. You will also need to pay locally for any additional extras, for example, child seats and GPS. These will be stated on the local suppliers terms and conditions and vary throughout locations.
30. I have not yet received my voucher?
Before anything, please check your junk mail folder. If it is not there, please email us at firstname.lastname@example.org quoting your reference and we will be happy to help. If you have received your confirmation email but there is no voucher attached, please let us know and we will send it again.
31. How are the car hire days calculated?
Car Hire works on a 24 hour basis, so if you rent from 9am Wednesday to 9am Thursday this is considered 1 day. If you rent from 9am Wednesday to 2pm Thursday you have then passed 24 hours and have therefore entered a second day of rental and will therefore be charged for 2 days rental. Please check your pickup and return times carefully when booking as these can have a big impact on price.
32. Can I to take the vehicle out of the country of rental?
If this option is available it will be in the supplier local terms and conditions. There will be more information on your specific rental available at the time of booking, and also included in your rental documentation. Please note there maybe an additional fee for this and it usually is calculated for the whole duration of the rental and not just the days that you are taking the vehicle to the other country.
33. Do I need both parts of my UK driving license?
Yes - it is important that you provide the paper part of your license as well as the photo card. The company will not be able to supply you with a vehicle without this. In some cases the supplier will accept the photo card only. If you have never been issued a new style driver's license then the old stlye paper license is accepted.
34. What should I do when returning the vehicle?
When returning a vehicle you should always follow the instruction given by the local supplier at the time of rental. Failure to follow these instructions such as parking in the correct parking area may result in additional charges.
35. I need to extend my rental
If you have not yet collected the vehicle, please contact our team by email on email@example.com. If you have already collected the vehicle, you should do this with the supplier locally, although this maybe charged at a higher local rate. It may be possible for us to arrange this on your behalf and negotiate the same lower rates as you have paid when reserving, this however does depend on the supplier.
36. The rental company did not have a record of me - what should I do?
Please contact our team as soon as possible using our emergency number 0034-607579624 (9am-9pm).
37. What should I do if the car breaks down?
If you have issues with your car, your first call should be to the car rental company, they will then help with the problems you may be having. If for some reason you are unable to contact them please call our emergency number 0034-607579624 (9am-9pm) and we will try to help with the situation.
38. I returned my vehicle early - can I have a refund?
Andalucia Car Hire is unfortunately not able to refund any unused days if the vehicle is returned early on any rental. Some of our car rental partners may agree on some compensation but this is not guaranteed and is at their discretion.
39. I have a complaint what shall I do?
If for any reason you are unhappy with any aspects of your rental, you must report your concerns at the time locally to the local supplier. If you are still not happy and you wish to make a formal complaint, all complaints, (and customer queries after the rental has completed), must be put in writing to our customer support team at firstname.lastname@example.org. We will then make investigations on your behalf. You will receive an acknowledgement of your email within a 3 working days and we endeavour to answer all customer service queries within 28 days of receiving them. Sometimes we can experience delays if we are liaising with the suppliers. To help us process your query quicker please provide Andalucia Car Hire with your reservation number and include all paperwork from the supplier relating to your rental if possible.
If you have additional questions don't hesitate to contact us at Andalucia Car Hire.