Frequently Asked Questions
We recommend to book National Car Rental at our airport and railway station locations and Enterprise Rent-A-Car at our local branches. Don’t forget to use your Emerald Club number when booking with either brand.
Enterprise Rent-A-Car and National Car Rental will always strive to get you a vehicle. The standard required timeframe for a vehicle in Europe is at least 4 working hours.
Should you need to amend/extend or cancel a future reservation that has not yet started, you can do this through the means you used to create the reservation. Should you need to amend/extend or cancel a live rental, please contact the rental branch.
Enterprise Rent-A-Car and National Car Rental are able to offer a selection of vehicles. Please refer to your Company Travel Policy to ensure you are compliant.
All vehicles should be returned with the same level of fuel. Please note there will be a charge to refill missing fuel.
If mutually agreed and at participating locations, we will pre-deliver the vehicle the working day before and this may be subject to additional charges. Please be aware that it will only be insured to be driven from the time requested on your reservation.
This will depend on the set-up of your account and what country you are renting in. We advise you to check your travel policy. In case of doubt, please contact the ADR Team to confirm ahead of the rental.
Emergency Road Assistance is available in all countries. Contact details for this service will be provided from the rental branch. Roadside assistance is provided with the rental free of charge in case of mechanical breakdown, not due to driver negligence or wilful misconduct, in which case additional charges will apply.
You are required to immediately report the incident to the police and notify the rental branch. A copy of the police report and fully completed incident report must be submitted to the rental branch.
You always have to sign the rental agreement except in the following cases:
• You are an Emerald Club member who has signed a Master Rental Agreement renting in a participating location.
• You have requested a car delivery where you do not have to be present.
If you have not signed for the vehicle, please ensure you check the vehicle condition against the rental agreement prior to driving.
Should you have a query or complaint, please contact the renting branch in the first instance. For escalations please contact the ADR Team.