Q: What will happen to my car rental if I suspect I have been infected or have been confirmed as infected with COVID-19 and need to quarantine while I am renting with you?

We&#39;re here to support you. During your car rental period, if you become infected or suspect you have been infected and need to quarantine and therefore can&#39;t return your rented car, please inform us immediately on 0800 800 115 or +64 33665574. Alternatively you can email ecnz-sales.support@europcar.com.A 72 hour period must be respected for the vehicle in order to minimise any risk of passing on the infection to other customers and therefore the vehicle will remain with you during these 72 hours, but you will not be charged for the rental from the day you contact us.You are not permitted to enter or drive the vehicle during the quarantine period. We will contact you to arrange the return of the vehicle. If you do not inform us of the reasons why the car has not been returned, we may have to charge you for additional days, which is clearly not our intention if you&#39;ve been infected or quarantined.

Question 1

Are there any driving restrictions with this vehicle?

Accepted Answer

We are not implementing any travel restrictions for our vehicles. Customers should follow local authority guidance or travel restrictions. Our standard policy & charges for one-way hires for drop off in different stations applies.

Question 2

Can I rent a vehicle with flexibility to change or cancel the booking?

Accepted Answer

Yes, we offer full flexibility with FREE modifications or cancellations at least 48 hours in advance of rental collections so you can book and travel with confidence.

If you would like to change or cancel your booking, you can do this using the 'manage my booking' link on your confirmation email or by clicking here.

Question 3

What will happen to my car rental if I suspect I have been infected or have been confirmed as infected with COVID-19 and need to quarantine while I am renting with you?

Accepted Answer

We're here to support you. During your car rental period, if you become infected or suspect you have been infected and need to quarantine and therefore can't return your rented car, please inform us immediately on 0800 800 115 or +64 33665574. Alternatively you can email ecnz-sales.support@europcar.com.

A 72 hour period must be respected for the vehicle in order to minimise any risk of passing on the infection to other customers and therefore the vehicle will remain with you during these 72 hours, but you will not be charged for the rental from the day you contact us.

You are not permitted to enter or drive the vehicle during the quarantine period. We will contact you to arrange the return of the vehicle. If you do not inform us of the reasons why the car has not been returned, we may have to charge you for additional days, which is clearly not our intention if you've been infected or quarantined.

Question 4

Contact our Call Centre

Accepted Answer

If you currently have a vehicle and are due to return during the lockdown or need to extend the rental due to the lockdown, please contact our reservations team on 0800 800 115 or +64 33665574. Alternatively you can ecnz-sales.support@europcar.com.

Question 5

Do you have any insurance that covers cancellations in case of force majeure or contingencies such as quarantine?

Accepted Answer

Cover can be purchased at the time of rental or at one of our branches when you pick up your vehicle. With COVID-19, we have implemented a new Safe & Flex policy. In Australia and New Zealand we are currently offering FREE Cancellation on bookings if restrictions come into place.

Question 6

Do I need to wear a mask when I pick-up or drop off a vehicle?

Accepted Answer

Yes, as a condition of entry, please remember to wear a face mask when collecting and returning vehicles at any airport and station in line with Ministry of Health guidelines.

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