Rental Car Information - Frequently Asked Questions New Zealand

Car Hire Frequently Asked Questions

GENERAL

What types of rental cars and vehicles does Europcar offer?

Europcar's large diverse fleet has a model to suit your requirements. Each region has its own specialised vehicle range.

In New Zealand, we have passenger cars including economy, intermediate and full size classes, as well as people movers / minivans and 4wd / suv hire. You can view our fleet range here

How can I access cheap, discount or budget car hire rates?

There are many ways to save money on cheaper car rentals with Europcar. You can find savings at our 'specials' page, and every online booking offers a discount on regular rates as do some of our business clients and major partners including guests / members of Pacific Blue and Accor Hotels. All have access to regular special discount car rental offers.

From time to time we promote special offers for retail customers on our homepage and you can also find savings at our special offers page.

Where can I find the nearest Europcar location?

With over 20 car rental service locations around New Zealand including major airports, capital cities and many suburbs and regional locations, you're sure to find a location near you. Please visit our Car Rental Locations page for information on specific branches.

Does Europcar offer long-term rentals?

Yes, we offer long term car rental for corporate / business clients and members. To enquire about long-term rentals in New Zealand, please email info@europcar.co.nz or call +64 3 360 1120.

Does Europcar hire baby capsules as well as vehicles?

We hire baby capsules in New Zealand. For more Information Click Here

What age do I have to be to rent a car?

The minimum age for all drivers is 21. Drivers aged 21 to 24 are restricted to the types of vehicles they can hire, please contact our Reservation Centre for full details on 0800 800 115 (New Zealand). All Drivers under the age of 25 are subject to a daily age surcharge of $13.50 inclusive of GST.

What is the Premium Location Surcharge?

The Premium Location Surcharge is applicable to Rental Agreements commencing from airport locations. The applicable Premium Location surcharge percentage applies to all rental charges and miscellaneous charges including Refuelling Service Fee, and Damage Liability Fees. It is applied to the total charges incurred and it seperately itemised on your rental agreement. The percentage applied varies between airports. Click here to view a listing of these charges

What are Europcar's Rental Terms and Conditions?

Please Click Here for a copy of Europcar's Rental Terms & Conditions in New Zealand and Australia.

What is a Master Rental Agreement?

The Master Rental Agreement is specifically designed for Ready to Go clients. In order to become a Ready to Go Client we require a Master Rental Agreement to be completed at our counter to confirm your:

  • Licence Details
  • Address Details
  • Credit Card Details
  • Option Preferences

Once this Master Rental Agreement is correctly completed we will update your customer profile. This enrolment means that you do not need to sign any paperwork each time you rent. All you have to do is show your licence to collect your keys and paperwork.

Please note: Any optional coverages accepted on the Master Rental Agreement will be charged in addition to the quoted Base Price for online bookings.

What methods of payment do Europcar accept?

Europcar accepts all major Credit Cards including Visa, Mastercard, American Express and Diners Card across our New Zealand car hire network.

At the time of vehicle collection there must be sufficient funds available on the nominated credit card to cover all applicable rental charges. When collecting the vehicle the credit card holder needs to be present, unless a Letter of Authority has been completed by the credit card holder (corporate clients only). For more information on this procedure, please contact our reservation centre on 0800 800 115 (New Zealand). Europcar does accept debit cards as a form of payment. Payment via a debit card will require leaving a security bond, which will be refunded at the end of the rental. Please contact our reservation centre on 0800 800 115 to find out more.

Europcar Australasia will not accept personal cheques as a means of payment for the rental. We do accept cheques that have an ABN or ACN number printed on them.

For all car rentals being paid with cash the renter will need to pay the full amount of the rental and leave a security bond. The security bond will be refunded at the end of the rental. The security bond will be refunded via cheque/EFT within 14 days. Europcar have a cash qualification process, please check at the time of reservation or call or 0800 800 115 (New Zealand). Cash qualification process is not available at airport locations.

If pick up is from an airport location, we recommend that you be cash qualified prior to vehicle collection. You can visit your local Europcar location within Australia or New Zealand between Monday and Friday, 9am to 4pm to complete the cash qualification form.

Europcar recommend that if payment is by debit card, cash or EFT, the renter also reduces their loss damage waiver.

How many free kilometres per day with my rental car?

For all of our New Zealand Locations the following FREE Kilometres apply:

  • Passenger Cars, minivan/people movers & 4wds: 150 Kilometres free per day for rentals under 3 days.
  • Unlimited kilometres apply to rentals for longer than 3 days.

How much do additional Time & Kilometres cost?

For all of our New Zealand Locations the following costs for additional time and Kilometres applies for the following Vehicle Classes:

  1. Passenger Cars 25 cents (incl GST) per Kilometre,
  2. Minivan/people movers & 4wds 35 cents (incl GST) per Kilometre

Can I tow using a Europcar Vehicle?

Yes, if a towbar has been fitted by a Europcar representative and the load is within the vehicle's design limits. The IVAR (Intermediate 12 seater van) fleet class is the only current vehicle fitted with a towbar.

What happens if I return the vehicle late?

If the car is returned up to 3 hours late a third of the daily base rate will be charged for each hour overdue. If it is returned greater than 3 hours late a full days rental is applied.

Can anyone other then myself drive the car?

Nobody can drive a Europcar Vehicle whose name does not appear on the Rental Agreement. When collecting the vehicle each driver must be listed on the Rental Agreement and they must present their drivers licence at time of collection. Every additional driver is charged an additional driver fee of $3.38 inclusive of GST per day.

Can I extend the car rental duration?

Extending the car rental duration is possible at time of check out or during the rental itself. You will need to contact or come in person to the nearest location. The extension is subject to vehicle availability and extra payment.

Can I return the rental vehicle outside the location operating hours?

Yes, you may return your vehicle when the Europcar location is closed, to an alternative location, but note that this may incur a 'drop fee'. The vehicle will remain your responsibility until it has been checked by a Europcar Representative. Please refer to the Rental Terms & Conditions for more information.

Do I need to check the condition of the vehicle prior to leaving the keys at the counter?

Yes, and if you found a new apparent defect (not listed on the vehicle statement remitted at time of pick up) you have to inform the Europcar employee for joint examination.

Does Europcar offer one-way car rentals?

If you wish to return the car to a different car rental location to where you collected it, please check the rate and feasibility during the reservation process. Europcar operates a Nationwide car rental network in New Zealand in order to allow flexible traveling, however in non-participating locations you will be required to pay a higher price.

We often offer special discounts on specified one way car rentals - check the specials page to see if there is an offer to suit you.

Do I need to have an International Drivers Licence?

If you will be driving for a period that is longer then three (3) months and you have an International Drivers Licence it will be honored by New Zealand law. If you plan to stay in New Zealand for more than three months and intend to drive for that period you are required to obtain an International Drivers Permit.

If I lock my keys in the vehicle am I covered by Road Side Assistance?

No, Roadside Assistance does not cover non-mechanical defects such as, lost keys, keys locked in the vehicle, flat battery due to lights being left on etc. Costs charged can be obtained by contacting Roadside Assist on 0800625 035 (New Zealand).

Does Europcar charge cancellation Fees?

Europcar reserves the right to charge a cancellation fee, this can vary from location to location and state to state.

Can I use another persons Credit Card to pay for my rental?

Yes. The card holder can visit a Europcar location within Australia and New Zealand to complete a letter of authority (LOA). The LOA can not be used to rent Prestige vehicles.

What can I do if I do not have a credit card in my name?

Cash and EFT rentals are accepted however there is a cash qualification process, please ask your Reservation Agent at time of reservation.

Where can I not drive the rental vehicle?

At all times the Europcar Vehicle must be driven on sealed roads. As set out in the Rental Terms and Conditions there are some areas that Europcar Vehicles can not be driven and in New Zealand these include:

  • Skippers Canyon
  • Ball Hutt Road
  • 90 mile beach

If I return my vehicle and am due a refund, when will I receive the money?

The time taken for issuing refunds varies as to the form in which the payment was first given to Europcar.

  • Credit Card Payments: Any refunds due to a customer where the rental was paid for by credit card will be processed the next working day after the rental agreement has been closed.

  • Cash, Cheque and EFTPOS Payments: Any refunds due on a rental agreement where the form of payment was one of these will be refunded in cheque form from Head Office in Christchurch. Please note this can take up to 10 working days.

What do I do if I haven't received the refund I am due?

Contact the location where you returned the vehicle and they will follow up any queries you have.

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DAMAGE AND OPTIONAL COVERAGE

In the event of an accident what am I liable to pay?

When you rent a vehicle from Europcar, Third Party Liability cover for Bodily Injury is provided in accordance with the legal requirements of the country of rental.

If you have not paid for one of our protection packages, in the event of an accident, loss or damage to the vehicle or third party property a Damage Liability Fee (DLF) will be charged. This fee is charged regardless of who is at fault or the amount of damage. If the loss or damage is ultimately less then the DLF, part of the DLF will be refunded.

The standard Damage Liability Fee (inclusive of GST) is as follows:

  • $2,812.50 for Cars, Minivans / people movers
  • $5,625 for 4WD / SUV

This liability cost can be reduced by paying a daily fee that protects you in case of damage. You can purchase liability cover at the Europcar branch upon collection of your vehicle. Please visit our page covering Damage and optional coverages for more information.

Snow Cover

Additional snow cover can be purchased to reduce your liability when travelling above the snow line. The snow line is defined as the entrance to the ski field access roads. Standard (without cover) liability to take a Europcar vehicle above the snow line is $2812.50. Snow cover protects the customer on the full replacement value of the vehicle in the event of an accident.

What is the difference between Total Protection Package and Loss Damage Waiver?

The Total Protection Package is the option to reduce your Damage Liability. The Total Protection Package costs $24.55 per day and reduces your Damage Liability fee to only $337.50 (including GST).

Loss Damage Waiver (LDW) reduces the Damage Liability Fee in the case of loss or damage to the Europcar vehicle or third party property (excluding Windscreen, Headlights and Tyres). On standard passenger vehicles LDW costs $21.38 per rental day and reduces the Damage Liability to $337.50, however you are not covered for damage to Windscreen, Headlights and Tyres.

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EUROPCAR MEMBERSHIPS AND CARDS

What is the Privilege Card? How do I enrol?

The Privilege Card is a card offered to provide additional benefits for Europcar customers. The card is personal and free of charge. The card carries the Customers Europcar ID Number as well as their contract number if the customer benefits from contractual conditions.

It allows the customer to be instantly recognized through out the Europcar network and benefit from their contractual conditions.

What is the Ready Service? How can I benefit from it?

The Ready express car rental program is a priority counter service, specially designed for frequent renters such as Business Travellers. The Ready Service option is free. The Ready Service has two levels:

  • Ready Service

    Providing the method of payment that will be used for your car rentals, and your rental preferences ensures your rental agreements are pre-printed when you arrive at the Europcar counter: you just present your drivers licence, sign and drive away.

  • Ready Service with Master Rental Agreement

    Europcar enables you to fill in a Master Rental Agreement (MRA) just once providing the necessary information for your rental, including car rental preferences, damage liability, and coverages and means of payment. When you arrive at the counter you just present your Europcar Ready Card and driving licence and off you go with your car keys, doing away with all paperwork.

What is the difference between the Privilege and Privilege Ready card?

The Privilege Ready card is dedicated to frequent customers who have provided their means of payment and preferred damage liability and given authority to Europcar to debit their credit card amount for each rental.

Booking with the ID number printed on this card enables Europcar to prepare the Rental Agreement prior to the customers arrival. The Privilege Card is for occasional renters who want to be recognized at the counter and benefit from their specific rate conditions if applicable.

Which Europcar locations offer the Ready Service?

Please Click Here to view Participating Ready Locations.

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ONLINE RESERVATION SERVICE

Can I check car hire rates without making a reservation?

You may request a car hire quotation and check availability without making a reservation. Complete only the first pages of the rates and reservations process stopping at the page entitled 'Rates' to see your car hire quote. If you wish to make a reservation at this time and with these details simply continue by pressing the "Book Now" Button.

How does Europcar protect my personal and credit card information online?

The online reservation service is located on a secure server that guarantees the safety of the transaction. The system uses SSL encrypting technology. SSL works by encrypting all communications between your computer and our server so the information cannot be intercepted. For more about our privacy policy Click Here.

How will I know my car hire reservation is confirmed?

At the end of the car hire reservation process you will receive a "Reservation Confirmation" page with the reservation number highlighted. You will also receive a confirmation email containing the details of your reservation.

Is it possible to cancel or modify my car hire reservation once it is confirmed?

Yes it is. Go to the Edit my Booking page under the Rates and Reservations menu and enter in your Reservation Confirmation Number and Email Address used to make your booking. This will bring up your existing booking and will have the option to edit or cancel.

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