FREQUENT ASKED QUESTION – CAR

1. What do I need to hire a car?

To book your car, all you need is a credit or debit card. When you pick the car up, you’ll need:

• Your voucher / eVoucher, to show that you’ve paid for the car.

• The main driver’s credit / debit card, with enough available funds for the car’s deposit.

• Each driver’s full, valid driving licence, which they’ve held for at least 12 months (often 24).

• Your passport and any other ID the car hire company needs to see.

Different car hire companies have different requirements, so please make sure you check the car’s terms and conditions as well.

2. How old do I have to be to rent a car?

For most car hire companies, the age requirement is between 21 and 70 years old. If you’re under 21 or over 70, you might have to pay an additional fee.

3. Can I book a hire car for someone else?

Yes, as long as they meet these requirements. Just fill in their details while you’re making the reservation

4. How do I find the cheapest car hire deal?

We work with all the major international car hire brands (and lots of smaller local companies) to bring you a huge choice of cars at the very best prices. That’s how we can find you cheap car hire deals at over 46000 locations worldwide. To compare prices and find your ideal car at an unbeatable price, just use our search form.

5. What should I look for when I’m choosing a car?

• Space:You’ll enjoy your rental far more if you choose a car with plenty of room for your passengers and luggage.

• Fuel policy:Not planning on driving much? A Full to Full fuel policy can save you a lot of money.

• Location:You can’t beat an ‘on-airport’ pick-up for convenience, but an ‘off-airport’ pick-up with a shuttle bus can be much cheaper

6. Are all fees included in the rental price?

The vast majority of our rentals include Theft Protection, Collision Damage Waiver (CDW), local taxes, airport surcharges and any road fees. You’ll pay for any ‘extras’ when you pick your car up, along with any young driver, additional driver or one-way fees – but we’ll explain any additional costs before you book your car (and taking your own child seats or GPS can be an easy way to reduce your costs). For more details on what’s included, just check the Ts&Cs of any car you’re looking at.

7. What do I need to take to collect the car?

At pick-up, the main driver must have a payment card in their name with enough available funds to cover the excess / deposit amount and to pay for local fees, extra equipment and anything additionally purchased at the car hire counter. The main driver and any additional drivers will need to provide a full driving licence in their name, along with their car rental Voucher / eVoucher, which is issued after your booking is confirmed.

8. Can I rent a car if I don't have a credit card?

When collecting the car, you will be required to leave a deposit; please refer to the "Deposit, Excess and Cover" section of the terms and conditions. This deposit ensures that the customer can cover any damage to the vehicle and / or equipment. This is standard practice with all car hire companies, and usually takes the form of an amount blocked on the main driver's credit card. Under the “Payment Information” section, the terms and conditions will indicate what types of card are accepted.

9. What payment methods do you accept?

Acon Holidays.com accepts Cash / Cheque / Credit card issued in Qatar.

Please Note:it is important that the principal driver has a valid credit card in his/her own name when picking up the vehicle (for the deposit).

10. What are the driving licence requirements?

At the counter, every driver must present a driving licence that they have held for at Least one year (often two years). Expired or provisional licences will not be accepted. The counter staff may also need to check whether you have any endorsements / Penalty points on your licence. If your licence was issued in England, Wales or Scotland, you need to know about an important change introduced on June 8th 2015.

If you do have any endorsements, or your licence has ever been revoked, please Contact us as soon as possible, as this might limit your hiring options.

If you're hiring a car abroad, please check your voucher to see if you need an International Driving Permit (often called an International Driving Licence, although "Permit" is the correct name) as well as your national driving licence.

11. How do I amend my booking / add my flight number?

You can amend your booking online using our Amend Booking facility. Simply log in, Click My Booking or My Account and make the changes you want. Aconholidays.com do not charge administration fees to amend / change bookings. However, changing Your booking may trigger a Rate / Price change, or a charge which may be due from a Material change, such as the duration or car type. You can also amend / add your flight Number here.

12. What should I do if I haven’t received my confirmation voucher?

You can monitor and review the status of your booking at any time by logging on to my Booking or your Account. Confirmation vouchers will be available once full payment has been received.

13. How do I create an Account?

Creating an account is one of the easiest ways to view and manage all your bookings: Past, present and future. On the home page of the website, on the right-hand side of the tool bar, you will find the “My Account” button

Click on “My Account”.

Click on “Create an Account”.

Enter the email address and password you want to use.

you will receive an email which will ask you to verify your account. Click on the “Verify your account now” button.

Once this is completed, you will be able to log in and manage all your bookings through Your account bookings section.

14. Are there any additional charges to be paid at the rental counter?

Whilst Aconholidays.com provides inclusive rates, there are occasions where there will be fees payable at the car hire counter. Any Mandatory Local Charges (non extras) will be Clearly shown during the booking process and in your rental documentation. All local Charges are paid direct to the car hire company on signing the rental agreement. These Could include charges such as:

Facility charge – An Airport fee to contribute towards building facilities.

Winterisation Fee – To cover the cost of additional equipment over the winter period.Any other items that you choose at the counter.

15. How do I pay for additional equipment?

All additional extras are paid for at the rental counter and exclude VAT. If you require Additional extras (including but not limited to: child seats; GPS; snow chains; snow tyres and ski racks) simply log in, click Amend Booking and add the extras you require.

If you have any additional requirements, please include them in your booking request. However, Rentalcars.com cannot guarantee their availability

16. Do I have to pay for additional drivers?

If you require additional drivers, please include them in your booking request or log on to Amend Booking, where you can add this on your reservation. An additional fee may Apply and this will be paid at the rental counter (unless specified on the Aconholidays.com confirmation voucher).

All persons driving the vehicle must be in possession of their driving licence at all times.

17. Will I be charged if I want to pick the car up outside normal working hours?

If you require the car to be available outside of normal office hours, whether for the pick- up or the drop-off, the car hire company will arrange for a member of staff to be Available.

Prior notification is required for this service and it will incur a fee to cover additional Man hours. I am planning to travel outside the country

Customers whose travel plans include driving outside the country of rental (or crossing Borders or travelling to different islands within the same country) must advise us before they pick the car up. Restrictions may apply for certain countries which may require the Customer to pay additional fees. In some cases, it may be necessary to purchase Additional insurance cover, which will be paid for at the car hire counter, and our team will advise if this applies in your case.

Please Note: it is not possible to do international one-way rentals starting from the UK

18. What happens if my flight is delayed or cancelled?

If your flight is delayed or cancelled, please email or call our team as soon as possible.

If you have already provided us with your flight details, the car hire company will be able to track your flight and may hold the car for up to an hour.

Acon Holidays.com accepts no responsibility for, and shall not be liable in respect of, any loss, damage or changes to your plans caused by flight delays or cancellations.

19. What is the fuel policy?

Each car rental company has its own set of Fuel Policy, which is visible during the Booking process. Your fuel policy will be displayed on your confirmation voucher and on the rental agreement at the car hire counter.

If you are renting for 3 days or less, you should highlight this to the car rental company at the time of renting in case they can work out an alternative fuel plan with you.

Most of the car rental companies require a deposit or payment at the start of the rental to cover fuel. Provided the car is returned in accordance with the policy, a deposit will be Refunded when returning the car.

20. How do I cancel my booking?

To cancel your booking, please log in to the Amend/Cancel Booking facility, and click Cancel Booking. This is the quickest and easiest way to cancel your booking.

21. What is the cancellation policy?

Full terms of our cancellation policy can be found on our website under Our Terms and Conditions. Or during the booking process under “Important Information":

FULLY PAID at the time of booking: Can be cancelled online free of charge up to 48 hours before the start of the rental. Reservations cancelled within 48 hours of the start of the rental will be charged a fee equal to the cost of a 3-day rental. Cancellation fees will never be greater than the cost of the actual car rental.

DEPOSIT bookings:Cancellations made more than 48 hours before the start of the rental will be charged a fee equal to the deposit amount. Reservations cancelled within 48 hours of the start of the rental will be charged a fee equal to the cost of a 3-day rental or the deposit amount, whichever is greater.

NO-SHOWS:This is where the vehicle cannot be picked up due to: insufficient Documentation; failure to provide a valid credit card containing sufficient funds to cover the deposit amount; and / or failure to collect the car at the specified time / date. Refunds will not be given for no-shows.

Please Note: some car rental companies may also have a supplementary cancellation policy; please ensure you check the terms and conditions of your rental.

22. Where can I find details of my car’s protection / cover?

- Please make sure you read the terms and conditions of the cover you receive when signing the rental agreement at pick-up, to find out about the policy’s exclusions and limits.

- Policies normally exclude things such as windscreens, glass, wheels, tyres, undercarriage, interior, personal belongings, towing charges & off-road time – as well as any ‘extra equipment’ hired from the car hire company, such as child seats and GPS devices.

- Note that your cover will be invalidated by negligence, refuelling errors or breaking the terms of the rental agreement (for example, by driving under the influence of alcohol or drugs).

23. What insurance does my rental have?

All rental cars must have Collision Damage Waiver (CDW) and Theft Protection (TP). Both policies will be either:

Included in the our package, or

Purchasable from the car hire company, orPurchasable from the car hire company, or

Provided by the customer's credit card companyProvided by the customer's credit card company

The type of cover will depend on the car hire company and the location, but this will be clearly shown in the terms and conditions during the booking process, and also on the confirmation voucher.

24. What cover can Car rental provide?

At pick-up, the car hire company will require you to leave a security deposit in case the car is damaged during your rental. After the rental, we will reimburse any money* Withheld from your deposit / excess - as long as you had bought one of our three Protection products before pick-up.

Most hire cars come with a CDW policy with an excess, in which case we will offer you the choice of two protection policies:

Damage Protection, which covers any charges for damage to the rental car's exterior or mechanical components.

Full Protection, which provides the same cover as Damage Protection - and also covers charges for immobilisation, roadside assistance and lock-out. Administration charges and fees related to Theft Protection claims are also covered.

Some hire cars come with a CDW policy without an excess, in which case we will offer you one protection policy:

Top-up Protection, which provides the same cover as Full Protection.

If you purchase any of these products, you will be benefitting from the protection provided - whether or not you actually need to make a claim. So once the rental has begun, we will not be able to issue a refund for the cost of our protection.

We recommend you also read "What is an excess?" and "What is Collision Damage Waiver?" below.

25. What is an excess?

Excess is the amount that you will be liable for in case of accidental damage. This is Standard practice with all car hire companies

A security deposit, normally equal to the excess amount, will be blocked on / taken from the main driver's payment card. This will be held for the duration of the rental and can take up to 7 working days to be released after the rental is completed.

It may be possible to reduce the excess on the car by purchasing additional coverage from the car hire company at their counter.

26. What is Collision Damage Waiver?

Collision Damage Waiver (CDW) limits the driver’s liability in the event that the rental car is damaged, subject to the terms of the rental agreement. This means that the car you are driving is covered - however, there is almost always an excess and in most destinations there are exclusions to your cover. Items such as windscreens, tyres, undercarriage, replacement locks, replacement keys and towing charges are often not covered by the CDW. Please check your confirmation voucher under the 'What is Included' section.

27. What is Theft Protection?

Theft Protection (TP) limits the driver’s liability for costs incurred by the theft of the rental car – or damage incurred by the theft or attempted theft – to an ‘excess’ amount, subject to the terms of the rental agreement. TP does not cover personal effects, which may be covered by the driver’s own travel or household policies.

28. What should I do when I get to my car?

Take a few minutes before leaving the rental location to familiarise yourself with where everything is on your rental car. Check the headlights, hazards, windscreen wipers, door locks, spare tyre, etc. Take a walk around your rental car with an agent before you leave the rental location.

Be sure to make a note of any scratches, dents, etc. and report them so there is no confusion regarding the car’s condition upon return. It may be advisable to take photographs of the rental car before pick-up and after drop-off.

29. Why do I need to sign an agreement at the rental counter?

Aconholidays.com acts as a car rental agent. Bookings made through us are subject to our terms and conditions. These cover your agreement with us and will be provided with your rental documentation, as well as being available on our website.

The actual rental of your vehicle will then be 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. You should be content that you understand (and agree to) the terms and conditions of the contract.

30. How can I avoid additional charges at drop-off?

Be sure to return your rental car at the time and date stated on your confirmation voucher, to avoid charges for extra hours and / or extra days. Also see your rental agreement for rates on additional hours / days.

31. What shall I do if the car breaks down, or if I am involved in an accident?

In the case of breakdown, an accident or mechanical difficulties, you must call the car rental company immediately. The car hire company must give authority for repairs or Replacement cars. Keep copies of all relevant documentation you are asked to complete. This may be needed if you wish to make an insurance claim. For accidents, a police report and an incident report from the car rental counter will be required.

32. How do I request an invoice / receipt?

You can request a receipt anytime by simply logging in via My Booking or My Account – the receipt button will be displayed. If you require a VAT invoice, you will need to log on To Contact us and fill in the form.

33. I returned my vehicle early - can I have a refund?

Prices are based on the pick-up and drop-off times and dates that you agree before your rental Starts. If you pick the car up any later or bring it back any earlier, you will not receive a Refund for unused time.

34. Why have I been charged by the car hire company?

There can be a number of reasons for local charges, including but not limited to: refuelling Charges, additional extras, parking tickets and fines, damage to the vehicle. Your documentation from the car rental company should list the charges.

Should you be unable to understand the documentation, please contact our customer service department who will be happy to assist you, by liaising with the supplier on your behalf. I’ve completed my rental and have a query. What should I do?

If you have a query about a completed rental, please log on to Contact us and fill in the online form.