Who can drive the replacement hire vehicle?
The replacement hire vehicle is covered by a COI policy, therefore you will be required to request authorisation for any additional drivers to be added via your booking provider.
Can I ask for a specific type of vehicle?
We'll try to provide you with a replacement to suit your needs, but it might not be possible to give you a specific type of vehicle. We also can't guarantee specific additional extras such as sat nav or apple car play etc. Your entitlement of vehicle will vary as each claim is unique, if you are dissatisfied with the class / size of vehicle you have been booked please contact your booking provider.
Am I liable for congestion charges and tolls?
You are responsible for all charges and tolls whilst the replacement car is on hire to you. If your travel plans involve entering congestion zones, you will be required to register the hire car with the necessary authority. If you are having any difficulty doing so, please contact your booking source who will raise this with Europcar.
For more information, please see Congestion Charges, Fines & Tolls
How do I extend the hire vehicle
Please be aware that Europcar do not have the authority to extend your hire period you will need to contact your booking provider directly and if authorised they will update our system.
Does the vehicle have a spare tyre or inflation kit?
Europcar does not supply spare tyres or inflation kits in our vehicles as we experience a high number of removable items being misplaced. If you do experience any punctures or tyre issues please contact our tyre assistance on 0371 384 1062.
Why is there no vehicle manual in the vehicle?
Our vehicle manuals can be found digitally here. Europcar do not provide physical vehicle manuals as we find they tend to get lost between customers and stations.
What do I do if I lose the key?
If the hire vehicle has been parked safely but the key has been misplaced, please contact your booking source who will raise this with Europcar. We can arrange for a new key to be ordered for you and delivered to your nearest Europcar rental station for you to collect. Please be aware that if we do need to order a new key that charges may apply.
What to do if I need Adblue?
If you receive any Adblue alerts while driving the replacement vehicle please go to your nearest Europcar station where we can top up the Adblue for you free of charge. If for any reason this cannot be done please contact the Insurance support service for further support on 0371 384 5947.
Do you allow animals in your vehicles?
We do not allow any animals other than Assistance Dogs to be transported in our vehicles.
If you are travelling with an Assistance Dog we draw to your attention that we do not supply dog guards or any other form of animal restraint for our vehicles and you are therefore responsible at all times for the behaviour and well-being of your dog.
This responsibility includes ensuring that the dog is suitably restrained at all times so that it remains safe; it does not distract the driver or cause risk or injury to you or any other passengers sharing the vehicle with you.
Can I smoke in the vehicle?
Smoking, including the use of cigarettes or e-cigarettes, is strictly prohibited in all Europcar hire vehicles. If our team discovers any breach of this policy, a valeting charge will be imposed, and you will be responsible for covering these associated costs.
Should I clean my vehicle before I return it?
The hire vehicle should be returned to Europcar in a good and acceptable condition, similar to the way it was initially provided to you. Failure to meet this requirement will result in a valeting charge being imposed, and you will be responsible for covering these associated costs.
Fines and Penalty Charges
You are responsible for any fines or penalty charges that are issued whilst using the hire vehicle. These will be passed on to you as the hirer. Any such charges will incur an admin fee on top of the penalty cost, which can be up to £45. These charges will be taken from the payment card taken at the start of the rental. Supporting documentation will be provided to you detailing what these charges relate to.
Manage my booking (change, extend, cancel)
Any extension requests or amendments to the vehicle requests must be placed via your booking provider directly.
After Rental
If you have any queries regarding your rental with us after your hire has finished, please feel free to contact us on insurancesupportcustomerservices @europcar.com.