What to Do If Your Rental Vehicle Has a Mechanical Issue

Get to a safe location
Call the rental company right away
Follow their instructions
Document everything
Contact the Travel Desk if applicable

We understand how stressful it can be if your rental vehicle experiences a mechanical problem — especially when you're away from home or on a tight schedule. This article explains what to do, who to contact, and how to protect yourself and your reservation if an issue occurs.

Step 1: Prioritize Safety First

If you notice a mechanical issue (warning lights, unusual noises, loss of power, flat tire, overheating, etc.):

• Safely pull over to the side of the road as soon as possible
• Turn on hazard lights
• Move to a safe location away from traffic
• If there is an immediate safety risk, call local emergency services

Do not continue driving a vehicle that feels unsafe.

Step 2: Contact the Rental Company Immediately

The rental car company is responsible for the vehicle, including mechanical condition, roadside assistance, repairs, and replacements.

Use:

• The roadside assistance number provided in your rental agreement, or
• The emergency contact number listed on the rental company's website or key fob

When you call, be prepared to provide:

• Your rental agreement or reservation number
• Your current location
• A brief description of the issue

The rental company will advise whether:

• Roadside assistance will be dispatched
• The vehicle should be towed
• A replacement vehicle will be arranged

Step 3: Follow the Rental Company's Instructions

It's important to follow the rental company's guidance exactly.

Do:

• Wait for authorized roadside assistance
• Use only repair services approved by the rental company
• Ask for confirmation numbers or case references

Do not:

• Pay for repairs without approval
• Tow or repair the vehicle independently unless instructed
• Abandon the vehicle

Unauthorized repairs or actions may not be reimbursed.

Step 4: Document the Situation

For your records, we recommend:

• Taking photos or videos of warning lights or visible issues
• Writing down:
  • Date and time of the issue
  • Location
  • Names of representatives you spoke with
  • Any reference or case numbers provided

This documentation can help if follow-up is needed.

Step 5: Contact the Travel Desk (If Applicable)

After speaking with the rental company, if you require additional assistance, please contact the Travel Desk.

The Travel Desk can:

• Assist with documentation
• Help coordinate communication if needed
• Provide guidance on next steps

Please note:

• The Travel Desk cannot authorize repairs or replacements
• All mechanical decisions must come from the rental car company

Special Note About Postpaid Rentals

For postpaid rentals (pay at pickup):

• The rental agreement is directly between you and the rental company
• All mechanical issues, roadside assistance, and replacements must be handled directly with the rental provider

What About Refunds or Compensation?

Policies vary by rental car company. Any decisions about:

• Refunds
• Credits
• Compensation for delays

Are determined by the rental company based on their terms and conditions.

Keeping documentation and reporting issues promptly gives you the best chance for resolution.

Need More Help?

What Counts as a Mechanical Issue

If you're unsure who to contact or need help understanding next steps, please reach out to support with:

• Your rental confirmation number
• The rental company name
• A brief description of the issue

We're here to help guide you through the process as smoothly as possible.