If you have Trouble during Pick-up

If you experience an issue at car rental pick-up, please follow these steps for fastest resolution:

• Take a timestamped photo or video while at the rental counter to provide verifiable proof of your arrival. You are required to provide supporting documentation to verify you arrived at the pick-up location at the scheduled time, including flight details.
• Write down the name/title/contact details of any agent you speak to at the rental counter.
• Memorialize everything in writing, including any promise to refund, compensate, etc.
• Notify the Travel Desk immediately (Submit a request) to open an investigation with the third-party car rental provider.
• Additional investigations may take up to 20 working days, longer during busy season.
• Drivers extend their trips or may fail to return vehicles at the scheduled time/location. If the car rental company is unable to release your vehicle at the scheduled pick-up time, you may be entitled to a refund if you can verify arrival on time with all required documents.