FAQ for Holiday Autos Prepaid Car Bookings
How soon before departure can I make a booking online?
What is the min/max age to rent a car?
Can I rent without a credit card?
What does the holiday autos inclusive product include?
What is a voucher?
What if I have points on their license?
Where online can I book extras, such as additional drivers or car seats?
I no longer require the car rental - how do I cancel the booking?
Can I make a booking for a vehicle to be picked up and dropped off at different locations?
What is the process for a customer complaint?
Can I have the car delivered and collected from my accommodation? Is there an extra charge?

	How soon before departure can I make a booking online?
	Web bookings can be made up to 12 hours before departure, if you require a car within 12 hrs please contact us on 0800 14 40 40.
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	What is the min/max age to rent a car?
	The standard age for car rental is 25 - 65 years. If you are aged between 21 - 25, or over 65 you may still be able to rent a car however an additional surcharge may be incurred. This surcharge is partly to cover additional insurance and is payable to the local car rental partner on collection of your car. If you want to find out what surcharges are payable for specific destinations you may call our Contact Centre on 0800 14 40 40 OR this information will be advised on the terms and conditions page on an online booking.
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	Can I rent without a credit card?
	All clients must have a valid credit card, in the name of the driver, upon collection of the car as a form of deposit. Cash deposits are rarely accepted. A deposit is often payable for fuel and is usually refunded if the car is returned with a full tank. If the tank is not full, our local supplier at its prevailing rate will charge fuel used. Please check the fuel policy when you pick up your car. Deposits against damage are required in some European countries. A major credit card can be used for this purpose.
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What does the holiday autos inclusive product include?

Holiday autos were the first car rental company to introduce fully inclusive rates, meaning prices with transparent inclusions of everything required to drive away a car.

All holiday autos rental rates include:

Unlimited mileage, except in certain regions in Australia and Canada. These will be clearly stated at the time of booking.
Third party insurance.
Collision damage waiver liability. This covers your customers for damage to their hired car in the event of an accident, except where negligence is proved.
Theft waiver.
Airport surcharges, with the exception of Israel.
Bail bonds (where needed).
All local taxes except Israel where taxes are paid locally by law.

There are of course additional extras that can be requested and/or pre-booked such as child seats, additional drivers and one-way rentals, but these will normally be at an additional cost, payable locally.

	What is a voucher?
	Your car rental voucher is a document which the supplier of your rental vehicle requires as proof of pre-payment. It is imperative that this is taken with you. If you do not produce your voucher at time of collection the car rental partner may ask you to pay again or refuse the rental.
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	What if I have points on my license?
	This does not mean that you cannot rent a car. Please call our reservations department on 0800 14 40 40 or email reservations@holidayautos.com.au to ensure that the car rental partner will accept a booking with endorsements.
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	Where online can I book extras, such as additional drivers or car seats?
	Car rental partners also offer a range of additional extras that are not included in our standard rental cost. These include: child seats, ski racks and ski chains etc. At the booking stage of the online process (stage 3, after you have selected which car your customers wish to rent), there is a sub-heading 'extras payable locally at time of pick-up'. The cost will be advised here (although it is subject to change), however your customers will pay this when they pick up their vehicle from our car rental partner. Child seats are mandatory in most countries so they must be requested specially at the time of booking. Ski racks and snow chains must also be requested in advance though they cannot be guaranteed. Additional drivers do not have to be booked in advance but charges will be advised at time of booking and are payable locally.
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	I no longer require the car rental - how do I cancel the booking?
	Please contact us on 0800 14 40 40 or reservations@holidayautos.com.au to cancel a reservation, please ensure you provide us with your holiday autos booking reference number, the lead driver's name, dates of collection and return and the location of rental.
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	Can I make a booking for a vehicle to be picked up and dropped off at different locations?
	One way rentals are allowed in certain locations with certain car groups. Please ensure you select the correct destinations in the 'pick up' and 'drop off' boxes. There maybe a local charge for this service to the supplier. Any extra charge will be displayed once you select your vehicle.
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What is the process for a customer complaint?

If you have completed your rental and need some information, clarification on charges applied to the rental, or wish to make a complaint can contact our Customer Relations department by e-mail at customerservices@holidayautos.com.au, who will be happy to investigate and resolve your issues for you.

If you do wish to contact Customer Relations, please note that: holiday autos act in partnership with internationally based car rental businesses, and may be required to refer to them in order to fully investigate the issues raised. We will aim to resolve your enquiry within a period of a working month, dependant on the conditions of the claim, the information received from all parties involved, (allowing for a recognised period of time for all parties to respond), and would therefore ask that you to be patient until these matters can be concluded and resolved.

Once a complaint has been received, a member of the Customer Relations team will be in touch with you, either by phone, e-mail or letter to request any further information and documentation that we may require in order to resolve your enquiry effectively. With this in mind, and if you have not already done so, it would help us if you were able to forward copies of your customers rental agreement, any credit card statements relating to charges as well as any accident or damage reports, should this be relevant.

Please note that all Holiday Autos systems use our booking reference as our prime form of identification, this is a 7 digit number. It would be helpful and save time if you could ensure that this reference number and the surname of the lead driver are clearly visible on all documents sent to us. Should you wish to contact us in the meantime, please email us on reservations@holidayautos.com.au

Can I have the car delivered and collected from my accommodation? Is there an extra charge?

In selected locations this service is available. Normally an additional charge will be levied by the car rental partner, which is payable locally. Unfortunately this service is not available if booking online or via e-mail.

Please call our office on 0800 14 40 40 or email reservations@holidayautos.com.au for details of whether your customers destination has rental partners who offer this facility.