Auto Europe
Contact our Car Hire Specialists
At Auto Europe, we are here to assist you with existing bookings and help you manage any questions or needs.
Frequently Asked Questions
Can I cancel or change my booking, and will there be a fee?
You can cancel or make changes in My Account.
- If you cancel or modify more than 48 hours before pick-up, there is usually no fee.
- If you cancel within 48 hours of pick-up, a cancellation fee may apply. If you added Flexible Cancellation Protection when you booked, you'll have a more generous cancellation window.
- Rental rates can change over time, so if you modify your booking, you may see a different price.
For changes to your booking, go to My Account.
What do I need to collect my vehicle?
When you collect your rental, you will need the following. Check your booking in My Account before you travel to confirm the exact requirements:
- Your voucher number
- Security deposit: The amount shown in your booking terms.
- Credit card: Suppliers usually require a physical credit card, rather than a digital one like Apple Pay, in the main driver's name with enough funds to cover the deposit. Some suppliers may accept debit cards (check the booking terms).
- Driver's licence: A physical licence held for at least 12 months (some suppliers may require longer). Digital licences are not usually accepted.
- ID or passport: Valid and physical.
- International Driving Permit (IDP): May be required depending on your country of residence and rental location.
If you purchased optional protection from us, you may be asked further questions when you pick up the car. For details specific to your booking, check My Account.
What happens if my flight is delayed or cancelled?
If you have added your flight details to your booking, the rental supplier may be able to monitor your flight and hold your car for a short "grace period" in the event of a delay or cancellation.
- This is not guaranteed, so contact the rental supplier directly as soon as possible.
- We can't update your flight status on your behalf.
Important: Flight disruptions are outside of our control, and we can't compensate you for any resulting issues or additional costs.
For more flexibility if your plans change, see How does Flexible Cancellation Protection work.
Why was I charged more than I expected?
Here are the most common reasons for unexpected charges and what to do:
Charges from us
- We only charge you for the vehicle booking fee and any optional extras.
- The billing date should match the date of booking.
Charges from the rental supplier
- A pre-authorisation or security deposit at pick-up.
- A small charge at return for fuel or mileage policies.
- A discretionary charge for damage found at drop-off, which might be a small amount (e.g. scratch), or larger (e.g. dents), or they may charge up to the full excess/deductible on the rental. The supplier decides the amount and runs their own process.
- A later charge for tolls or fines.
If you disagree with a supplier charge, file a disputed charge request with your credit card issuer as soon as possible. Read this article for more information: How do I file a disputed charge request?
Refunds from the rental supplier
- Deposits are refunded if no damage is found.
- Partial refunds may be given if damage costs are less than the amount charged.
- Refund timing varies by supplier (fast with automated processes, slow if manual).
If your refund expectations are not met, contact the supplier directly, or if the issue is not resolved, file a disputed charge request with your credit card issuer.
Reimbursements from our protection partners
- Protection products can reimburse you for eligible supplier damage charges.
- Reimbursement can only be processed once you've provided proof of the supplier's final refund.
Important: To speed things up, contact the supplier regularly to confirm refund status or clarify charges. Also, check your credit card statement frequently for updates.
Please also check these related articles: Why was I charged for tolls after my rental? and Why am I seeing charges weeks after my rental?
Who do I contact about refunds or claims?
Supplier refunds: Contact the rental supplier directly. Refunds are issued by them (e.g. for deposits, fuel, unused rental days or if the excess (also known as a deductible) charges exceeded the finalised damages). Timing varies by supplier, so you may need to persist.
Protection claims: If you purchased a protection product, submit your claim for reimbursement online via My Account. Claims are processed by our protection partner, not the supplier.
How do I make a claim if I purchased a protection package?
Our optional protection packages reimburse you for damages and related rental supplier charges. Reimbursement is only possible once the supplier has made any final refunds, see Why was I charged more than I expected
Important:
- Contact your rental supplier regularly to check if you're expecting a partial refund of an excess (also known as a deductible) charge, or to clarify a charge, or understand their process.
- Check your credit card statement frequently for any refunds by the supplier.
- Claims can only be submitted after your car's drop-off date and must be filed online. This ensures your case is properly documented and sent to the right team for review.
Visit My Account to get started with a claim.
How to contact us
If you already have a booking, you can access the available information and support using one of the following methods:
Log in to Your Account by entering your email address and password to view and manage your booking.
Alternatively, you can use your email address and booking number to access your booking details and available support options via Manage My Booking.
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