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United Kingdom
0800 358 1229

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  • Travels to Eastern Europe:
    If you are travelling to Eastern European countries, please call us at 0800 358 1229.
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FAQs

FAQ Categories

Sample Voucher

Car Hire FAQs

  • Do you offer a toll-free service from overseas?

    Instructions will be provided with your confirmation voucher, so you may contact us, toll-free, should you require assistance after departure. Emergency road service is provided locally with every car hire.
  • How can I pay for my car hire?

    Auto Europe accepts American Express, Mastercard and Visa.
  • How is my rate guaranteed?

    All rates are guaranteed in pounds. Full pre-payment is required to confirm all rentals.
  • How long will it take for my reservation to be confirmed?

    We can confirm most reservations within 20 minutes. For last minute reservations, please call us at 0800 358 1229.
  • Is there a fee for cancelling or changing a reservation?

    Auto Europe has no cancellation fee when Auto Europe is advised 48 hours prior to the reserved rental start date. Auto Europe does not charge any amendment fee up to 48 hours prior to the rental start date however should a reservation be amended the client will have to pay the rate available at the time of change. Should the customer cancel less than 48 hours prior to the reserved rental start date a cancellation fee equal to the full rental fee up to a maximum of GBP 90 will be charged. No refund is possible when Auto Europe is informed of the cancellation after the planned pick up date. In case of a cancellation due to officially acknowledged Force Majeure Auto Europe will waive the cancellation fee and charge an administration fee of GBP 25 only. Auto Europe does not refund any unused days if the customer does not show up, shows up late or returns the vehicle early.
  • What do I need to pick up my car hire?

    • Full (both sides) and Valid Driver's License.
    • Credit Card in the primary driver's name (unless a cash deposit has been arranged through Auto Europe and/or the car supplier).
    • Your reservation voucher from Auto Europe.

    Auto Europe's vouchers contain specific information about the car you have booked, the car hire rate, among other details. If you book your car hire by phone, vouchers will be faxed to you immediately upon receipt of payment. If you book online, vouchers will be emailed to you immediately upon receipt of payment. A car hire agreement will be completed at the car hire counter at the time of collection. For more information, please see our Sample Voucher (this will open a PDF sample voucher in a new window).

  • What does Refundable Excess mean?

    Should the supplier charge you for the insurance excess following an accident, we will refund the money charged to you pending receipt of proper documentation: receipt of payment, police report, damage report, etc.

    This is a refund of the excess payment. Amounts charged for damage not covered by this excess will not be refunded, nor will there be any refund if it is determined that the damage was due to driver negligence.

  • What if I find a better rate for a car hire?

    Auto Europe guarantees the best rates and service available. If you happen to find a lower rate with comparable service, location, terms and surcharges, we'll beat it! To submit the lower rate to us, please complete our Best Price Guarantee form.
  • When is your Reservation Centre Open?

    Our reservation centre is open Monday to Saturday, from 08:00 to 21:00, and on Sunday from 09:00 to 19:00.
    Call us toll-free at 0800 358 1229 or book your car hire online!
  • I wish to make a complaint. Is there a certain time frame that I must observe?

    Yes. If you experience any problem during you rental, you have 90 days from the drop off date to bring it to our attention. To contact Customer Service, you can fill out our form or email us at customerservice@auto-europe.co.uk. After that period, we will no longer be able to assist you.

Chauffeur Service FAQs

  • Do you have Meet & Greet Services?

    You will be greeted in airports and other public places with a hand-held sign. We can also meet you at your hotel and in other locations.
  • Do you have toll-free service from overseas?

    Instructions will be provided with your confirmation voucher, so you may contact us toll-free should you require assistance after departure.
  • Do you offer customized services?

    Yes, but additional advance notice is required to prepare custom itineraries, motorcoach services, and other special requests.
  • How can I pay for chauffeur services?

    Auto Europe accepts American Express, Mastercard, Visa, and checks.
  • How is my reservation confirmed?

    A detailed confirmation voucher will be sent to you. If you reserve by phone, vouchers are faxed to you immediately upon receipt of payment. If you reserve online, vouchers are emailed to you immediately upon receipt of payment. In either case, a copy is mailed the next business day.
  • How quickly can I reserve chauffeur service?

    We are able to accommodate most chauffeur reservation requests with as little as 3 hours advance notice. Services must be fully pre-paid, and credit card information will be kept on file for any extra charges (such as additional time/mileage, cellular phone bills, etc.)
  • Is there a fee if I cancel my reservation?

    Reservations are fully refundable up until the time the driver and vehicle depart the garage. A penalty will be applied to 'no-show' bookings.
  • Is there a fee if I change my reservation?

    There is no fee to change reservations for chauffeur services.

Specialty & Sports Car FAQs

  • Are there any fees for changing or canceling my reservation?

    Specialty car reservations may be changed or canceled without penalty up until 3 days prior to schedule start of rental. Cancellations and changes after this period may be subject to a minimum charge plus delivery fee if the vehicle has been dispatched to scheduled delivery location. All changes and cancellations must be processed by Auto Europe and not through our overseas affiliates.
  • Do you have toll-free service from overseas?

    Toll Free Service From Overseas - Instructions will be provided with your confirmation voucher, so you may contact us toll-free should you require assistance after departure.
  • How do I pay for my reservation?

    Because of the high value of specialty vehicles, 2 major credit cards must be provided at the time of rental. Auto Europe accepts American Express, Mastercard, Visa, and checks.
  • How do I pick-up my vehicle?

    Arrivals in airports and other public places will be greeted with a hand-held sign. Vehicles may also be delivered and returned to hotels and other locations.
  • How is my reservation confirmed?

    A detailed confirmation voucher will be sent to you. If you reserve by phone, vouchers are faxed to you immediately upon receipt of payment. If you reserve online, vouchers are emailed to you immediately upon receipt of payment. In either case, a copy is mailed the next business day.
  • How quickly can I make a reservation?

    We prefer a minimum of 24 hours notice for specialty car reservations.

Membership Account FAQs

  • How do I become a member?

    There are two ways to sign-up. You can either go directly to our sign-up form or you can simply complete a request as you normally would. After you send in that request, you will have an opportunity to sign-up. If you choose to do so, when you go to the sign-up form, the information you provided for your request will be pre-filled in the sign-up form.
  • How do I log-in?

    Once you sign-up, we automatically log you in. When you are logged in, you will see a small bar in the upper left corner of the screen welcoming to you our site. If you already have set up an account but have logged out, you can either click on the 'Log-In' button on our menu bar which takes you to our log-in page or, if you are on our home page, you can use the log-in area on it.

    Helpful Hint: If you click on the checkbox stating 'Save my password on this computer', you will remain logged in on that computer whenever you visit our site. However, if you go to our site on another computer, you will have to log-in again. If you do not check this box, you will have log-in each time you visit our site.

  • How do I log-out?

    To log-out, go to the My Account page by clicking on the 'My Account' button in the menu bar, and then click on the log-out icon or link in the Log-Out section. If you log-out, we cannot pre-fill any of the form fields for you when you make a request. You will need to log-in again for that work.
  • How do I manage my account?

    To manage your account, go to the My Account page by clicking on the 'My Account' button in the menu bar (it only appears when you are logged in), and click on the icon or link in the Account Management section. That will bring you to a page summarizes all of your account information. If you need to update an item, you can click on the 'Update' link next to it and you will be provided with a form to make your changes.
  • Is my credit card information stored in my account?

    No. We do not store any credit card information in your account.
  • What about my privacy?

    Your privacy is very important to us. As long as you do not share your member name and password with others, no one will be able to see or edit your personal information. For more information, please read our privacy policy.
  • What if I share my computer?

    If you share your computer with others, you should log-out when you are done with your session on our web site. And, when you log-in, make sure that the checkbox next to 'Save my password on this computer' is unchecked. Taking these steps will ensure that the next person using the computer will not have access to your account.
  • Why should I sign-up?

    When you sign-up to be a member on our site, you will be able to save time filling out requests. Once you have joined and logged-in, each time you send us a request, we will pre-fill the submission form with your personal information so that you do not have type the same things again and again. We also give you the opportunity to sign-up for our email newsletter which will keep you up-to-date on the latest specials and incentives we're offering.

    Please Note: You do not have to sign-up to use our site. Although this feature is designed to make our site easier to use, you are not required to become a member in order to book a travel service with us.

Transfer Service FAQs

  • Do you have toll-free service from overseas?

    Instructions will be provided with your confirmation voucher, so you may contact us toll-free should you require assistance after departure.
  • How can I pay for transfer services?

    Auto Europe accepts American Express, Mastercard, Visa, and checks.
  • How is my reservation confirmed?

    A detailed confirmation voucher will be sent to you. If you reserve by phone, vouchers are faxed to you immediately upon receipt of payment. If you reserve online, vouchers are emailed to you immediately upon receipt of payment. In either case, a copy is mailed the next business day.
  • How quickly can I arrange for transfer services?

    We are able to accommodate most transfer reservation requests with as little as 3 hours advance notice. Services must be fully pre-paid, and credit card information will be kept on file for any extra charges (such as cellular phone services, etc.)
  • How will I find my transfer driver?

    Arrivals in airports and other transportation hubs will be greeted with a hand-held sign.
  • Is there a fee for canceling my reservation?

    Reservations are fully refundable up until the time the driver and vehicle depart the garage. 'No-show' bookings will be charged the full cost of the transfer.
  • Is there a fee for changing my reservation?

    There is no fee to change reservations for transfer services.

Web Site FAQs

  • How do I confirm my reservation?

    To pay for your reservation, you can either call us toll-free at 0800 358 1229 or enter your credit card information on our secure credit card page. You can also get to this page by clicking on the 'Home' tab and then on the 'Confirm My Quote' link in the blue bar underneath the tab.

    All information sent through our web site is encrypted to protect your privacy.

  • How do I request a car hire?

    To request a car on our web site, click on the 'Car' tab on the top of the screen. You will then go to the first screen for car service and if there are additional services available (such as motorhome rental, specialty car rental, etc.), they will appear in the blue bar directly below it. You can either choose another service from the blue bar or begin making your request with the form below the blue bar.

    To see what cars we have available, you will first need to choose the country where you would like to rent the car. For a standard car rental, you will also need to enter your pick-up and drop-off dates and times (time is on a 24-hour clock). Once you have chosen your country and dates, click on the 'Find Cars' button.

    The next screen you see will have a list containing the first 5 cars available for your country and dates. Text links at the start of the list will navigate you through all of the car results. Cars are sorted by price and transmission, with the manual transmission cars coming first. Next to the car name there will be a small picture of the car that you can click on to see more detailed information about it. When you find a car you like, you can click on the red 'Select' button to add it to your request. Clicking the select button does not mean you are obligated to rent that car!

    Once you have selected a car, you will be asked to provide more detailed information about your rental on the next screen. All form fields in boldface need to be completed. After entering that information, the car will be added to your request and will remain with it until you either submit it to us or remove it. You can also edit the information you added on the last screen at any time by clicking on the 'My Request' button and the clicking on the 'View/Edit' icon next to that item. Please Note: You cannot edit your car type, country or dates on a standard rental without starting over. To start over, click on the 'Delete' icon next to an item and then click the 'Car' tab to begin again.

    You may also add 'Specials' to your request, but they will not be applied to your rate until after you have submitted your request to us.

  • How do I submit my request?

    To send your request to us, go to the 'My Request' page and click on the 'Request My Quote' button. You will need to fill out a brief form so that we may contact you with a final quote. We can usually respond by email within a few hours. All information you send to is encrypted to protect your privacy.
  • Where does my request go?

    Your encrypted request is emailed to our Internet Department. A reservationist will review your request and email you a completed quote, usually within a few hours. When you receive your completed quote from us, you can then confirm it by paying for it if you choose to do so.

    After we send you a final quote, we will make a temporary, non-binding reservation in your name in order to lock-in the rate we quoted you. If any sale or promotion applies to your reservation, our email response will notify you of the impending deadline.

    By sending a request to us, you are not under any obligation to hire a car .

  • Will I have to complete a driver profile after I make a booking?

    We only require a driver profile to be filled out whenever special arrangements must me made for a client to pick up a car.

    These situations include before or after hours pick-ups, hotel deliveries, and meet and greet services. The completion of the driver profile expedites the confirmation of the service. It also allows all rental paper work to be filled out prior to the client's arrival.

    We will notify you via email only if you need to complete a driver's profile form.

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