Arriving at the rental desk ready to pick up your car keys and get the holiday started, only to be told the hire car you booked is not available can feel very frustrating. Unfortunately booking a specific car online does not guarantee you’ll receive it when the time comes and is a more common issue than you might expect, particularly during peak travel periods.
Luckily, although this situation is inconvenient, it doesn’t have to mean your holiday is ruined. In many cases, the rental company will provide an alternative vehicle or another solution.
This helpful guide explain why it is that rental cars become unavailable, what rights you have as a customer, what to do at the rental desk and how you can reduce the chances of it happening in the first place.
Why Is My Hire Car Not Available?
Although you have most likely booked your rental car online, most car hire companies don’t guarantee you’ll receive a specific vehicle. Instead, you’re usually booking a vehicle category, such as economy, compact or SUV. If the exact car isn’t available, the provider should normally offer another vehicle within the same category, or better.
There are several reasons why your booked vehicle might not be available when you arrive.
Overbooked Fleets
Some rental companies might accept more bookings than they have vehicles available, particularly during busy travel periods – similar to how airlines sometimes overbook flights.
When demand is highest, such as during school holidays and peak summer travel, this might be a more common occurrence.
Vehicles Returned Late
If previous customers return their vehicles later than expected, there might not be enough time to prepare them and get them ready in time for the next collection.
Damage or Maintenance
Hire vehicles are inspected after every rental. If a car has been damaged or develops a mechanical fault, it might need repairs before it can be hired again which can unexpectedly reduce the number of vehicles the company had available.
Delayed Flights or Late Collections
Many providers will only hold your booking until a specified time. If you’re flying, there might be an option to add your flight number to your booking. This will allow the rental company to track delays and can help prevent your reservation from being released if your flight is late.
Make sure you check your provider’s terms and conditions to understand how long they’ll hold your vehicle.
What Should You Do If Your Rental Car Isn’t Available?
Stay Calm and Ask for an Explanation
Start by asking the rental desk why your vehicle isn’t available. Understanding whether the problem is temporary, due to overbooking, or because the vehicle is being repaired will help you decide what to do next.
Ask for an Equivalent Vehicle
In most situations, the rental company should offer another vehicle in the same category. If no equivalent cars remain, they may provide a higher-category vehicle at no additional cost. However, before you accept this, make sure you understand whether anything else changes.
Check:
Of course, a free upgrade is welcome, but you don’t want to incur any additional costs as a result.
Request Written Confirmation
If the company cannot provide your booked vehicle, ask for written confirmation explaining what happened. This will come in handy later if you need to:
Make sure to keep copies of your booking confirmation and any emails or receipts.
What If There Are No Cars Available At All?
Occasionally, the rental company might have no vehicles at all. If this rare situation does happen, you have several options depending on the provider and your booking conditions. This might include:
Before arranging alternative transport yourself, make sure you speak with the rental company first so you understand if, and what, they’ll reimburse.
Can You Get a Free Upgrade?
Depending on your rental provider, yes – and this is often the best outcome. If you’ve booked a smaller vehicles but they only have larger cars left, lots of companies will upgrade you free of charge rather than leave you without a vehicle.
However, before you drive away with a larger vehicle it’s worth checking:
Taking a few minutes to ask these questions can help you avoid unexpected costs later.
How to Reduce the Risk of Your Hire Car Being Unavailable
Sometimes your chosen car not being available is completely out of your control, but there are a few things you can do to reduce the chances of arriving to find no vehicle waiting.
Book with a Reputable Rental Company
Established providers are more likely to manage their fleets more effectively and are less likely to leave customers without a vehicle.
Reserve Early
Booking well enough in advance should mean you get the best chance of securing the vehicle category you want, although it might not always work like this.
Add Your Flight Number
If you’re collecting from an airport, it’s worth including your flight details when you book the hire car, if possible. This allows the company to monitor any delays and potentially hold your reservation if your flight arrives late.
Confirm Your Booking
A quick phone call or email a day or two before you collect the car can provide reassurance that everything is still in place.
Avoid Late Collections
If possible you should arrive within our scheduled window of collection. Some providers might release the vehicle if customers don’t arrive before the stated cut-off time.
Does Car Hire Excess Insurance Help?
Car hire excess insurance doesn’t cover vehicle availability or overbooking. However, once you’ve collected your hire car, it can help protect you from expensive excess charges if the vehicle is damaged or stolen during your rental.
Buying your excess insurance from ReduceMyExcess before you travel tends to be cheaper than purchasing excess waivers at the rental desk and can provide broader cover too.
FAQs
The rental company will usually offer another vehicle in the same category or higher. If no suitable vehicle is available, you may be entitled to a refund or an alternative vehicle through another provider.
Usually, yes. If the rental company cannot fulfil your booking, you should normally be entitled to a refund. Ask for written confirmation explaining why the vehicle couldn’t be supplied.
Often, yes. If your booked vehicle category isn’t available, many providers will upgrade you to a larger vehicle at no additional cost.
Compensation depends on the provider’s terms and the circumstances. If you’ve incurred additional costs because the company couldn’t supply your vehicle, keep all receipts and ask the provider about reimbursement.
No. Car hire excess insurance doesn’t cover vehicle availability, but it can reimburse your excess if your hire car is damaged or stolen during your rental, depending on the policy.
Although your rental car being unavailable at pick up isn’t convenient and can feel disappointing, it’s usually a problem that can be resolved quickly. By knowing your rights, staying calm at the rental desk and understanding your options, you’ll be able to resolve the situation quickly.
No excess insurance policy can prevent overbooking, but arranging car hire excess insurance in advance can protect you against unexpected excess charges if something goes wrong once you’ve collected your vehicle.
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