Who can drive the replacement hire vehicle?
The replacement hire vehicle is covered on Europcar's Collision Damage Waiver, therefore only drivers that we have confirmed are authorised to drive the hire vehicle. Anyone who is insured to drive your own vehicle will need to be added as an additional driver on the replacement vehicle by request via our Insurance support team on 0371 384 5953.
Can I ask for a specific type of vehicle?
We'll try to provide you with a replacement to suit your needs, but it might not be possible to give you a specific type of vehicle. We also can't guarantee specific additional extras such as sat nav or apple car play etc. Your entitlement of vehicle will vary as each claim is unique, if you are dissatisfied with the class / size of vehicle you have been booked please contact The AA.
Can I take the replacement hire vehicle overseas?
In the event you need to take the replacement hire vehicle overseas (including the Republic of Ireland), You will need to make Europcar Insurance support services aware for use to make the necessary arrangements. You will then be requested to go into your nearest Europcar rental station and fill out a VE103 form so we can provide you with AA Eurodrive cover This will not be at cost to you, but if this form is not filled out you will not be insured to drive overseas. Please be aware that the vehicle must be returned to the UK as we cannot off-hire a vehicle overseas. Please contact our Insurance support services on 0371 384 5953.
Please be aware:
Are there any mileage restrictions?
You are entitled to unlimited mileage, there are no mileage restrictions on your hire.
Am I liable for congestion charges and tolls?
You are responsible for all charges and tolls whilst the replacement car is on hire to you. If your travel plans involve entering congestion zones, you will be required to register the hire car with the necessary authority. If you are having any difficulty doing so, please contact your booking source who will raise this with Europcar.
For more information, please see Congestion Charges, Fines & Tolls
How do I extend the hire vehicle
Please be aware that Europcar do not have the authority to extend your hire period you will need to contact The AA directly and if authorised they will update our system.
Does the vehicle have a spare tyre or inflation kit?
Europcar does not supply spare tyres or inflation kits in our vehicles as we experience a high number of removable items being misplaced. If you do experience any punctures or tyre issues please contact our tyre assistance on 0371 384 3472.
Why is there no vehicle manual in the vehicle?
Our vehicle manuals can be found digitally here. Europcar do not provide physical vehicle manuals as we find they tend to get lost between customers and stations.
What do I do if I lose the key?
If the hire vehicle has been parked safely but the key has been misplaced, please contact your booking source who will raise this with Europcar. We can arrange for a new key to be ordered for you and delivered to your nearest Europcar rental station for you to collect. Please be aware that if we do need to order a new key that charges may apply.
What to do if I need Adblue?
If you receive any Adblue alerts while driving the replacement vehicle please go to your nearest Europcar station where we can top up the Adblue for you free of charge. If for any reason this cannot be done please contact the Insurance support service for further support on 0371 384 5953.
What happens when my own vehicle is repaired?
Europcar should have already contacted you to arrange collection of the replacement vehicle in line with the date you are due to receive your own vehicle back from the repair garage, if you haven't received any communication from Europcar this may be because AA haven't updated us on the off hire. You can call us directly to arrange the collection on 0371 384 5953 or email us at aainhouse@europcar.com.
We can collect the vehicle from your home address, place of work or the repair garage. Please note if collection has been arranged at home or your place of work you will be required to remain available for the 4 working hours from the point of off hire. You can also opt to return the vehicle to a local Europcar station if this is easier for you.
Please note not all vehicles will be repaired, you may have total loss settlements or the vehicle may be deemed a drivable total loss. In these circumstances your hire duration will be determined by the AA, we should have already contacted you regarding collection providing we have been updated by the AA. If you wish to arrange the return of the replacement prior to us contacting you please call us on 0371 384 5953 or email us at aainhouse@europcar.com.
Do you allow animals in your vehicles?
We do not allow any animals other than Assistance Dogs to be transported in our vehicles.
If you are travelling with an Assistance Dog we draw to your attention that we do not supply dog guards or any other form of animal restraint for our vehicles and you are therefore responsible at all times for the behaviour and well-being of your dog.
This responsibility includes ensuring that the dog is suitably restrained at all times so that it remains safe; it does not distract the driver or cause risk or injury to you or any other passengers sharing the vehicle with you.
Can I smoke in the vehicle?
Smoking, including the use of cigarettes or e-cigarettes, is strictly prohibited in all Europcar hire vehicles. If our team discovers any breach of this policy, a valeting charge will be imposed, and you will be responsible for covering these associated costs.
Should I clean my vehicle before I return it?
The hire vehicle should be returned to Europcar in a good and acceptable condition, similar to the way it was initially provided to you. Failure to meet this requirement will result in a valeting charge being imposed, and you will be responsible for covering these associated costs.
Fines and Penalty Charges
You are responsible for any fines or penalty charges that are issued whilst using the hire vehicle. These will be passed on to you as the hirer. Any such charges will incur an admin fee on top of the penalty cost, which can be up to £45. These charges will be taken from the payment card taken at the start of the rental. Supporting documentation will be provided to you detailing what these charges relate to.
Manage my booking (change, extend, cancel)
Any extension requests or amendments to the vehicle requests must be placed via the AA directly.
Any other amendments can be accommodated by our insurance support team on 0371 384 5953.
After Rental
If you have any queries regarding your rental with us after your hire has finished, please feel free to contact us on insurancesupportcustomerservices @europcar.com.