Frequently asked questions

We solve your doubts to the most frequent questions that our clients have when renting a car.

  1. About MyTripCar
  2. About my reservation
  3. Documentation
  4. Insurance
  5. Payment methods and cards
  6. Fuel
  7. Before booking my car
  8. I'm going to pick up my car...
  9. I already have the car but...
  10. I have already returned the car, and now...

About MyTripCar

What is it? And how does MyTripCar work?

We are the first car hire comparator that shows you the final price, showing all the extra costs, queuing times and deposits, so there are no surprises when you pick up your rental car at the counter.

Why is MyTripCar different?

Because, for the first time, we show you all the extra costs, queue times and deposits before you book your rental car. No other comparator or car hire search engine shows you the final price.

Do I get the best price?

Yes, because you get the real price and no surprises for additional costs. You choose the car that best suits you with all the information you need before making your reservation.

How can you contact us?

This is our contact phone number: +44 20 389 32 141.

This is our contact email: hello@mytripcar.com.

We respond to your email in less than 15 minutes and we take care of it 24 hours a day.

Here we are to help you.

About my reservation

What does the price of my reservation include?

At MyTripCar we have made a great effort to show all the charges in the final price. That way you will not get any last minute surprises. In spite of all our hard work, some companies could still make some small local charges. And obviously, we can not include the extras that you have not yet included. Keep in mind that the employees of the different rental companies earn a commission for the sale of these extras. It is common for them to try to persuade you especially in offices with a large number of customers, such as, in Spain, those in the airports of Alicante, Ibiza , Malaga, Madrid, Tenerife, Gran Canaria or Barcelona; or, in Italy, those of Rome, Milan, Bergamo, Naples or Sicily. They know you'll be tired of standing in line and that you want to leave as soon as possible, accepting almost anything they suggest. Be firm, check the contract before signing and do not let yourself be overwhelmed in these situations.

How can I pay for my reservation?

You can rent a car with a credit card, debit card and cash. However, although paying the reservation of the rental car with a credit card is accepted by all the rental companies, if you want to pay with debit card and/or cash, you should contact us before doing so, because not all the rental companies accept these means of payment.

But, watch out! The reservation is not the same as the car rental. To pay for the car rental, the vast majority of companies will ask for a credit card. However, some may allow you to pay with debit card or in cash.

Can I modify my reservation?

No, but you can cancel it at no cost (up to 24-48 hours before the time the rental starts, depending on the company) and make a new one.

Do they keep my price rate?

No, when you cancel a reservation and make a new one, you are subject to the new rate applicable to the new rental conditions requested.

How long can I make changes to the reservation for?

It depends. Some companies allow you to modify your reservation up to 2 hours before collecting the vehicle, but with others you have to do it a minimum of 24 hours in advance.

Do I have to pay if I want to make changes to my reservation?

Most companies don’t charge; however, some companies do charge fees for making changes.

How do I prolong the reservation if I already have the car?

You have to contact the car rental office. In some cases, you will be asked to return there to sign a new contract.

Can I cancel my reservation?

Yes, but, depending on when you cancel it, some charges may be applied.

How much does it cost to cancel a reservation?

You can cancel the reservation without penalty, as long as you give the required number of hours or days’ notice, depending on the car hire company.

When can I make my car reservation?

You can book 15 minutes or 15 months in advance, depending on the hire company.

Are you truly independent?

Yes. We are only concerned about offering the best information and the best price with the best car rental companies in the world. We want you to have a good service. It is what we like when we travel, and that's what we want you to have too.

Documentation

What documentation do I need to pick up the car?

You need the following 4 things:

  1. The ID or passport. If you belong to the European Union, the national identification document of your country will be valid.
  2. The current driving license of all authorized drivers.
  3. credit card, with enough money to pay the rent, the extras and the excess / deposit.
  4. The reservation voucher or confirmation email sent by MyTripCar.

What minimum requirements do I have to meet to rent a car?

You must be at least 21 years old with a full and valid driving licence, you must also have passed your test at least one year ago. There is more information here, if you want to rent a car and you are under 25 years old. Some companies will also allow you to hire a car (only certain models) even if you are 18 (for example, Sixt).

I am a foreigner, what documentation do I need to show?

You do not need the passport if you belong to the European Union or the Schengen area: the national document proving your identity is sufficient.

A valid driving license in Spain. If it is not in Spanish, and depending on the car rental company, they can request an International Driving Permit. But all those from the European Union are valid.

Are there restrictions with the driving license?

Yes. Pay attention because this is important:

You must have had your driving license for at least a year, and it must be in full and valid: car hire companies will not accept provisional or expired licences!

In addition, some companies check if you have fines or points, in this case they may not give you the car.

How old do I have to be in order to rent a car?

21 years (18 with Sixt). All agencies ask for a minimum age of 21, although for some models they ask to be 25 or 30 years old.

What happens if I am under 25?

You will pay a supplement for young driver when renting the car. Some companies also apply some charges if your driving license is less than four years old.

To give you an idea, this supplement can range from €5 to 2€5 a day, depending on the company.

How many years of experience do I need to have?

At least one year of experience. In special circumstances, some companies ask for two to four years of experience; this is indicated in the terms and conditions of each car.

I am reading the terms and conditions and I do not understand anything. What can I do?

Give us a call! We will be happy to help you and explain everything you need. We understand your situation, it was also difficult for us at the beginning.

This is our telephone number: +44 20 389 32 141.

This is our email: hello@mytripcar.com

Insurance

What insurance is included in the rental price?

All car rental companies are obligated to include compulsory and third party liability insurance in their contract. Most, but not all, companies also include the CDW.

Where does the insurance information appear?

In the terms and conditions of your contract.

Why do you talk about coverage when you mean insurance?

With the exception of compulsory insurance and third party liability insurance, rental cars do not have insurance just as private cars have. The conditions are usually different, and depend on each provider, even if they have the same name.

What does my insurance cover?

That is a great question that is very difficult to answer, because it depends on each company. You have, by law, compulsory insurance and civil liability. The conditions of your particular coverage are specified in the terms and conditions.

Can the insurance not be responsible for something?

Yes. Coverage and excess are forfeited if you intentionally cause damage, negligence (eg driving in a prohibited or reckless manner) or driving under the influence of drugs or alcohol ... And you will have to pay the full amount of damages!

If you have had any problems, you will have to provide the required documentation within the deadline stipulated by the insurance company. If not, they will not be responsible for the expenses.

What is the excess?

The excess is the maximum amount of money you will have to pay in case the rental car is damaged for any reason: damage, accident, theft ...

How much do I have to pay for the excess?

It depends on the car hire company, the car and the coverage. To get an idea, the amount of the excess - which has to be detailed in the terms and conditions - can vary from a few hundred to a few thousand euros, and some companies may retain this money on your credit card when signing the car hire contract.

Is the excess obligatory?

No. To avoid the excess, you can contract "coverage without excess". The price is higher, but the coverage will take care of all the damages and will not hold money on your card.

Is the excess the same as the deposit?

No. On the one hand is the excess, associated with the coverage, and on the other, the deposit. The deposit is a withholding that some car hire companies use to cover their backs in case they have to charge you for fines or penalties. And each company decides whether to keep it or not.

Read our article explaining the difference between excess and deposit.

What is the TPL?

TPL stands for Third Party Liability, and is already included by law in the car rental agreement.

What is the CDW?

CDW stands for Collision Damage Waiver and is an optional coverage that covers damage to the rental vehicle. It comes associated with an excess. The majority of companies - but not all of them - include it in the rental price of the car, in addition to compulsory insurance.

What is the SCDW?

SCDW stands for Super Collision Damage Waiver and it is like the CDW, but improved. It is the closest thing to a comprehensive insurance, and can come with or without excess.

What is the TP?

TP stands for Theft Protection and it is an anti-theft cover. Covers the loss of the car due to theft or attempted theft, but it does not cover personal items inside the car. Many companies usually include it in the rental agreement.

What is the PAI?

PAI stands for Personal Accident Insurance and it is personal accident coverage. PAI is an additional coverage that covers personal injury.

What insurance would you recommend to me?

Without a doubt, we recommend full coverage.

Why? Because as a good driver you are, you are renting a car that you do not know. The dimensions are different, as is the maneuverability and reaction of the car. In addition, you will drive through unknown routes, and this adds a factor of uncertainty that will make your driving not so safe.

Do I choose an insurance with or without excess?

For us the best option is coverage without excess. You pay more at the beginning, but, in the majority of cases, in the end it will be a good value.

Payment methods and cards

How can I pay for the car rental?

It is best to pay by credit card. The most accepted cards are Visa and MasterCard. Payment by debit card or cash is not accepted by almost any company, but there are some exceptions.

Can I hire a car without a credit card?

No, but yes. The car hire companies always ask for a credit card to be able to charge a deposit, that they give back to you when you are returning the car. However, some companies may allow you to pay by debit card or in cash.

Can I pay by debit card?

Yes but no. Most companies do not accept payment by debit card. If you manage to convince them, they may ask you to add extra coverages or prove that there are sufficient funds. And probably only let you rent certain categories or models. Some of the rental companies that allow payment by debit card (under certain conditions and not in all countries) are AVIS, Europcar, Keddy, Enterprise and Alamo.

Can I pay in cash?

Yes, but no. Most companies do not accept cash payments (either spices or cows…) But there are some exceptions. If you can persuade them, they may ask you to leave a deposit, or to contract additional coverages and they may only let you rent certain categories or models.

Here is a Tip: The credit card does not have to be under your name, it may be under someone else's, but that other person must appear as the main driver and add you as an additional driver (which it has a small surcharge) and also go with you to pick up the car.

Does the main driver have to match the credit cardholder?

Not always. Some companies allow the cardholder not to be the primary driver. But in every case the cardholder has to bring their documents in order to pick the vehicle up, and sign the contract along with the main driver.

Will I be asked for more than one credit card?

Yes. For certain models or categories, car rental companies can ask for up to two credit cards. They can also put requirements on the type of credit card.

What happens if I pay with another currency?

The company will most likely let you choose the type of currency you want to pay with.

If you pay with foreign currency, the operator will charge you a commission that could be around 3.25%.

I paid the reservation online, where do I pay the rest?

At whichever office counter that you pick your car up from.

Do I have to leave a deposit?

Yes. It is obligatory. The deposit can cover some or all of the following charges: car rental rate, taxes, mandatory insurance, mileage charges, fuel, additional equipment ... If you want to know which is the deposit that compels each company you can use our search engine.

How much do I have to pay for the deposit?

It depends on the company, but the deposit could be the price of the rate plus the extras, increased by approximately 20%.

My money is blocked. What does this mean?

It means your operator retains a portion of money from your card so you cannot spend it, and in turn, they can use it if necessary.

That money does not come out of your account, nor do you "pay" it to the operator, but you will not be able to use it either. If something happens, for example, an accident, robbery etc, they would use that blocked money to pay what is due.

Do they always put a hold to my money for the deposit?

No, not always. But most companies do it.

Does the deposit cover all expenses in case of any incident?

No. They can hold a particular amount, but your responsibility can be much greater. For example, they can withhold €1200, but your responsibility could be €3000.

How long does it take to release the deposit?

It will depend on the company, but it can take from several days to a month. Companies do this in case there is a fine or a problem is discovered in the vehicle.

In addition, the refund of the balance can be delayed several weeks depending on the bank. If you have had an issue, they will not be able to release the money until it has been resolved.

Fuel

What is "fuel policy"?

Basically, it is the fuel that the company gives you and the amount that you have to return the car with. Every company establishes different conditions.

How much fuel do I have to return the car with?

It depends on the fuel policy that each company applies. The most commonly used options are:

  • Full / Full: pick it up full and return it full.
  • Prepaid (partial refund): Collect it full and return it as you wish.
  • Full / empty: Collect it full and return it empty.

Do they charge me for the fuel?

Yes, they charge you for the fuel.

Does it cost more to refuel with the car rental company than at the gas station?

Yes. Although, in theory, the fuel is charged according to the market prices of that day, and as prices vary a lot, it usually costs a little more. In addition, if the company has to perform the refueling, you will be charged the fee for the refueling service.

What is the refueling fee?

It's the money the company charges you for taking the trouble to fill your fuel tank. It's a fee for the service, fuel excluded. So you get the idea, it's around €30.

What does full / full mean?

It's a fuel policy. It means that when you pick the car up with the tank full, you have to return it full. The company usually blocks an amount on your credit card, and in case you do not return the tank full, they will remove the corresponding money amount, which is the fuel difference plus the refueling fee.

What does QRS mean?

It's a fuel policy. Collect the car with the tank full, and return it as you want. When collecting the car you will have to pay the fuel, plus a fee for the refueling service. In case you return the car with some fuel left in the tank, they give you back the proportional part to the unused fuel, but the car rental company will not refund the refueling fee.

What does full / empty mean?

It's a fuel policy. You pick up the car with the tank full, and you have to return it empty. When collecting the car you pay the fuel, plus the refueling fee. The best thing is to return it as empty as you can, because if you have fuel left you will not get anything back.

What fuel policy does MyTripCar recommend?

We recommend that you choose, when you can, the full / full policy: you save the refueling fee, and filling the fuel tank will be cheaper. If you want to learn more about it, you can read our guide about fuel policy.

How do you calculate the fuel remaining in the tank?

Unconsumed fuel is calculated based on the fuel tank indicator of the car.

How is the fuel tank price calculated?

The price to be paid is calculated by averaging the market price of the fuel in the days prior to the rental, between the cheapest and the most expensive gas stations, and multiplying it by the capacity of the vehicle.

What kind of fuel does my vehicle use?

Do not refuel until you are sure about this; the type of fuel has to be specified in your contract. Probably at the gas station they also know it, but if you're not sure, call the office where you rented the car from.

In Spain, you will see that there may be different names for gasoline and diesel. Gasoline can be "95 unleaded" and "unleaded 98", and diesel is "diesel".

At what gas station should I refuel?

There is an official list of Spanish gas stations with the price of their fuels, which is updated weekly, provided by the Ministry of Industry, Energy and Tourism. This is their web address: http://geoportalgasolineras.es

I put the wrong type of fuel...

Do not panic. Do not start the car.

Call your company assistance telephone number: they will inform you of the procedure to be followed, and they will get you in contact with their roadside assistance service. If you cannot talk to them, call us! We are here to help you.

Before booking my car

Do car hire prices change?

Very much. And on what factors does this change in price depend ?:

  • The season: during the typical holiday periods the demand increases, causing a rise in prices in the rental of cars. For example, in summer or Easter, big Spanish tourist destinations such as Alicante, Mallorca, Malaga, Gran Canaria or Ibiza experience price increases of between 15% and 40%. The same will happen with other European tourist destinations such as Berlin, Munich, Paris, Rome or Amsterdam.
  • Importance of business: destinations that are considered important business centers, as is the case, in Spain, Madrid, Valencia and Barcelona (which are also tourist cities), car rental companies are very focused on the business traveler. In these places, you must take into account the calendar of trade fairs, economic summits and other socio-economic events (such as FITUR in Madrid or the Mobile World Congress in Barcelona).
  • Punctual holidays: in some cities, you must take into account local events that can raise prices. An example of this is the city of Murcia, whose demand for rental vehicles is generally low, but in May it is triggered by cultural events and music festivals.

Is the price displayed the real final price?

Yes, this price shows the total amount for all the rental days you have chosen. It can vary slightly, euro up, euro down, however, when you go to pick the car up, they will offer you a bigger car, a better insurance, etc. You can improve your rental later with everything you want, but you will have to add these extras to the final price.

Are you cheaper than the others?

Yes. We may seem more expensive because we show the final price that is paid when picking the car up, and this is something other comparators do not do. In the end, you have to pay them anyway, but we tell you upfront.

Can I pick up the car in one place and return it in another?

Usually yes, but it depends on the car rental company. This service is called "One Way" and has a surcharge on the price depending on where you want to return it.

What if I want to return the car when the office has closed?

Many care rental branches have a key collection service. You only have to park the car and deposit the keys and documentation where they tell you. Check the conditions of each company.

Do they charge me for picking up the car at the airport?

Yes, there is a national tax associated with picking up the car at airports, train stations or ports, which varies from €10 to € 50. This tax is included in the price. Of course, this does not mean that the final price for a car rental at the Barcelona airport, for example, is always higher than what you will find in Barcelona city.

Will they bring me the car to my home or to my hotel?

Yes. Some car hire companies do, but of course, you'll have to pay for that service and it's a lot more expensive than picking it up at their offices.

Whereabouts are the car pick up points at the airport, and at the train station?

In your destination guide we have explained it clearly with maps, it is impossible to miss. However, if you don't find it clear do not hesitate to contact us. We are here to help you!

Who can drive my car?

The main driver and all additional drivers in the contract only.

Do they charge me for including an additional driver?

Yes. They charge you because the car rental companies have to pay the insurer for each additional driver. This extra can range from € 5 to € 25, depending on the car rental company and the age of the additional driver.

How many kilometers do I have available?

It depends on the company. There are those that allow you to drive unlimited kilometres, and others that limit the kilometres according to the days of the rental. If you drive more than allowed, you will be charged for each additional kilometre. The prices come in the terms and conditions.

Do the accessories cost the same in all the different car rental companies?

No. Like everything else, the price varies a lot. For example, a baby seat can cost from € 6 to € 12 a day depending on the car rental company.

I want the car shown on the picture. Will that be the one that they will give me?

Probably not. And we are very sorry. When renting a car you don't rent a specific model, but a category of cars: the one in the photo, or one of similar characteristics.

Some companies offer a special service, to ensure a specific model. Obviously, it has an extra charge.

Is it better to have an automatic or a manual car?

The most frequent type of breakdown that people experience is due to the clutch of manual cars. It is assumed that these failures are caused by human error and therefore, the insurance cover will not cover it, instead it will be up to you to pay for the repair.

An automatic car usually experiences fewer mechanical problems, but be careful, if you're not used to it, you might find yourself breaking and accelerating too hard until you do get used to it.

Do they charge by the hour or by the day?

The minimum amount of time you can rent is one day. One day counts as 24 hours from the time your rental begins. Some car hire companies, in certain offices, will allow you to rent by the hour.

How long can I hire the vehicle for?

Well, like everything, it depends on the car rental company. You will have had enough of reading this sentence. Some companies allow you a maximum of 28 days, and others up to 12 months.

I've read everything and I feel overwhelmed. What do I do?

You have just received the absolute quasi-knowledge about the world of car hire. We understand it’s a lot to take in, take a moment to breathe and relax, visit this page for help in doing so - http://www.calm.com/

I'm going to pick up my car...

Can they deny me the hire of a car?

Yes. The company may refuse to give you a car, even if it is reserved, if you do not submit the required documentation, you do not have enough credit to cover all costs, including the deposit/deductible, or they consider that hiring you a car poses an unjustified risk. Just in case, it’s better to go prepared.

What will happen if I can not pick up the car at the reserved time?

It depends on the car rental company. They usually keep it for an hour. If you have paid by credit card, you could have it available until 12:00 the next day.

The plane/train has been delayed. What happens to my booking?

If you arrive late at the pick-up office because there has been a delay in your flight or train, but you have told the company what time you expect to arrive, the operators can wait up to two hours after their normal closing time, with an additional surcharge, of course. Although it does depend on the operator. In addition, your reservation will be kept until 12:00 the next day.

What should I do when I pick up the car?

Check the car out. We know that you are tired after your journey and, perhaps, a long queue. You want to get to your destination and lie down. But losing ten minutes now can save you a lot of money later.

The company has a sheet with the drawing of the car where the damages are marked. Check that there are no frictions or blows on the panel of the car, that the windows have no cracks and that the tires are in perfect condition. Also check the interior and upholstery for possible stains or damages. If you find something, make sure that the employees leave it written down on your rental agreement.

Before you leave, read the terms and conditions, and check that insurance, fuel policies, etc. match what you have hired. If you have any doubts, solve them at this time. And if you are still not happy, we are always here to resolve your doubts.

I already have the car but...

Why did I have to suffer that infernal queue?

The queues tend to be very long when several international flights arrive at the same time. These queues form because the employees of some car hire companies receive very good commissions on the supplements that they manage to sell to those who come to collect the car. This makes them focused on selling insurance, explaining the reasons for the deposit etc, and not so much on dealing quickly with the customers. In addition, you have to fill out a contract which takes around 15 minutes.

Can I leave Spain with the car?

Generally yes, but the car rental company usually asks you to warn them when picking up the car.

I had an accident, what should I do?

First of all, don’t panic.

Check that everyone involved in the accident is okay, and call the 112 emergency number, if you need help. Put on the vest and get out of the car; mark your position with the safety triangles you will find in the trunk, and get yourself to a safe place.

Then check the damage. If there is any other car involved you have to fill out a form for the insurance. This is important. Do not miss any information. Contact your car hire company's help desk, and they will explain you what to do.

The car has broken down, what should I do?

If you are on a public road take the car to a safe area and properly mark your position. Then get in touch with your car rental company's help desk and they will explain you what to do.

The car has been stolen, what should I do?

Immediately report the robbery to the police. Their number is 091. Submit the complaint in the office of your car rental company.

They have stolen things I had in the car, what should I do?

Report it immediately to the police. Keep the report. Then get in touch with your car rental company and, depending on the coverages you have contracted, they will explain what you have to do.

The car has disappeared ... How do I know if the tow truck has taken it?

When removing a vehicle in Spain, the municipal services of tow trucks leave a sticker on the ground indicating the deposit where they have taken it.

Local police will provide you with the information you need. The car will be in the municipal deposit of vehicles. To collect the car you will have to present the driving license and the vehicle's circulation permit (it should be in the documentation), and pay a fine plus the costs of the vehicle's drag.

We recommend that you remove it as soon as possible, as they also apply an extra charge for each day the car is in the deposit, and no insurance company will pay for these costs.

I've lost something that was in the car that belonged to the hire company... Shall I pretend to not know about it?

Your choice. You will have to pay for it anyway.

Can I return the car later than I originally wanted?

You usually have up to half an hour of courtesy. If you exceed this time, they will charge you a full day!, and, in some companies, a surcharge that can reach up to €40 .

I have already returned the car, and now...

What do I have to do when I return the car?

Check the car properly. It will take just ten more minutes. Well, maybe half an hour, but it's worth it. Just as we recommend you do when you picked it up.

Check the panel of the car, windows, tires ... Also check the level of the fuel tank and make sure that what the company describes is the same thing you have seen. Remember that the company still have a deposit on your credit card, and you may need this as a proof to make a possible claim.

Can new charges be applied after returning the car?

Of course. Fines, highway tolls, parking fines etc, don’t think you can get away from them. Car hire companies will take that money from your deposit and, if that is not enough, they will charge the rest to your credit card. If it is still not enough, they will legally prosecute you until you pay all the debt.

Be careful with these charges and do not accept them without reviewing them carefully. Many times the companies do not send the documentary evidence that you have had that fine: they debit your account and that's it. Other usual surcharges are special cleanings (claiming that the car was dirty when you returned it) or damage to the car.

Do I get charged for the management of fines and other problems?

Yes. The car hire company charges you a management fee for dealing with your fines. These additional management costs can be about 40-€45 for a fine, up to 95-€108 for roadside assistance.

This fine is not mine. What should I do?

Get in touch with your car hire company. When the fines arrive, they should provide the authorities with your data, and the authorities will send the fine to your home.

If you think there has been an error, first contact your car rental company to see if the error has been theirs and they can help you.

I have fallen in love with the voice of the girl you have in customer service. How can I talk to her again?

We knew this could happen. In mytripcar we are very kind and friendly. All of us, and yes, she is too, we will be happy to talk to you and help you in whatever you need.

This is our telephone number: +44 203 89 32 141.

This our email: hello@mytripcar.com.

And here you can come and meet us: Plaza Calvo Sotelo 1, Alicante, Spain.

I have a claim, what should I do?

The odds that, for one reason or another, you end up posing a complaint to the car rental company are high. The two ways of doing this in Spain are either to request a complaint form or to go to the Arbitral Boards of Transportation of each Autonomous Community (the different regions in which Spain is divided). We also have a guide that explains you in detail how to file a complaint.