Frequently Asked Questions


Below is a list of our most commonly asked questions. If you have read the questions and answers below and still have a question, please contact us.

  • What types of cars can I rent?

    We offer the following car types:

    EconomyCompact
    Mid-SizeFull-Size
    LuxuryMini Van
    Cargo Van (available for select locations)Standard
    PremiumConvertible
    SUV (Standard, Mid-Size, and Full-Size)

    For most locations, our website includes a full description of each car type, including the typical number of passengers and pieces of luggage each will accommodate. Rental car companies carry a variety of makes and models for each car type listed above, so neither we nor the rental car company is able to guarantee the specific make or model you will receive at the rental counter.

    If you would like to reserve a smoking car, please check with the rental car company first before you make your reservation.

  • Can I book a same-day rental car reservation?

    You can book a rental car reservation up to 30 minutes in advance of your pick-up time. When searching our site, we will provide you with the available options based on the itinerary details you enter on our website. For example, if you place a request on our website at 11:30 AM the earliest you can pick up your rental car is noon the same day.

  • How long can I rent a car?

    You can rent a car for a maximum of 10 months.

  • How old do I have to be to rent a car?

    We allow car rentals to drivers between the ages of 21 and 24 years old in select locations. Rentals for drivers between the ages of 18 and 20 are available in New York only. Enter the details of your trip and we'll tell you if we can fulfill your request.

    Please keep in mind that rental companies charge renters under the age of 25 a Young Renter Fee. These fees typically start at $20 per day and can be as much as $50 per day for high cost locations or more desirable car types. So a rental car that normally costs $30 per day could cost an underage driver at least $50 per day.

    Important: All drivers will be required to present a valid driver's license in order to pick up a vehicle and each driver's age will be verified. If the driver's age was misrepresented during the booking process, the driver will be subject to underage fees at the rental counter or denied rental. We are not responsible for rental car cancellations due to age misrepresentation.

  • Can I book a one-way rental?

    Yes. You can book a rental car reservation with a different pick-up and drop-off location (also known as a "one-way" rental). One way rentals are available between two airports or between an airport and an off-airport location. Please note that there may be a "drop off" fee charged by the rental car company.

  • Can I make a reservation for someone else?

    You can book a rental car that someone else will be driving as long as you enter the driver's full name and age in the "Driver's Name" field during booking. The driver must also meet the following requirements:

    • Has a valid driver's license issued in his or her full name. Non-U.S. residents must present a valid international driver's license from his/her home country. A passport may be required.
    • Has a valid credit card with available funds for the refundable security deposit. Most locations also accept debit cards. The amount for the security deposit varies for each rental car company and depends upon car type, rental period, and optional items accepted.
    • Meets the minimum age requirements. The driver must be at least 21 years of age (or 24 in some locations). Rentals for drivers aged 18 and older are available in New York only.

    Important: When you submit the request on our Web site you are indicating that the DRIVER accepts all of the Terms and Conditions and that the driver will be denied rental if any of the above criteria are not met.

    Terms and Conditions

  • Can I place a request if I am not a U.S. resident?

    Yes. If the driver of the car is not a U.S. resident, the driver must present a valid International driver's license and a credit or debit card in his/her name upon arrival at the rental counter when renting a car in the U.S. Most U.S. rental car companies accept international credit cards.

  • Can I rent cars in International locations?

    Yes. You can rent a car in many International locations including Mexico, Canada and Europe. Simply go to the homepage and type the name of the city or airport you are traveling to in the search fields to get started.

    Important Information Regarding Exchange Rates: Purchases made on our website are transacted exclusively in United States Dollars (USD). If you make a purchase from us using a non-USD-denominated credit or debit card, please be aware that, due to the constant fluctuation in exchange rates, our charge to your card or the estimated charge amount we provide you, may differ based on the exchange rate at the time you make your reservation versus the rate at the time the charge is reflected on your credit card statement. Also, in the event that we must credit your account, we will refund the exact USD amount initially charged and will not be responsible for any fluctuations in exchange rates which may cause differences in your billing statement.

  • What is a rental car day?

    Rental days are calculated on a 24-hour clock. In order to avoid being charged an additional day, you will need to enter the same pick up and drop off time.

    For example, if you request a rental car for pick up on Friday at 9:00 AM and drop off on Saturday at 9:00 AM, which is considered a one day rental. However, if you request a rental car for pick-up on Friday at 9:00 AM and drop-off on Saturday at 12:00 PM noon, it is considered a TWO-DAY rental, because rental days are calculated in 24 hour time blocks.

    If you return your car later than the scheduled drop-off date and time, you may be charged for additional rental hours or days at the discretion and prevailing rate of your rental car company.

  • What forms of payment do you accept?

    We accept all major credit cards, including American Express, Discover/Novus, MasterCard, and Visa.

    For Pay Now reservations, debit cards are not accepted. The credit card used at booking must be presented at the rental counter for confirmation of the reservation. However, a different credit card in the driver's name may be used at the counter. The credit card must have enough funds to cover the refundable security deposit.

    For all other reservations, debit cards branded with the Visa or MasterCard logo are also valid forms of payment. The form of payment cannot be changed once the purchase is complete.

    You do not have to present the same card to the rental counter that you entered into our website when making the reservation. You may use a different card at the counter, as long as it is in the primary driver's name. If you plan to use a debit card when picking up your vehicle, you may be required to provide round-trip flight information at the rental counter.

    Whether you use a credit card or debit card, you must have enough available funds on the card to cover the refundable security deposit on the vehicle. The amount for the security deposit varies for each rental car company and depends upon car type, rental period and optional items accepted.

    Important: Some rental partners do not accept prepaid cards.

  • When will I be charged for my rental car?

    For Pay Now reservations, some reservations are paid in full and your method of payment will be charged at the time of booking. For other Pay Now reservations, you will be charged at the time of booking for only part of the total estimated amount, and the remaining taxes and fees portion of the reservation will be charged at the counter by the rental car company. Amounts due at the time of booking will be specified on your itinerary.

    For all other reservations, we will provide you with an estimate of what the rental car company will charge at the time of pick-up. This estimate is based on information available from the rental car company directly and includes an estimate of taxes, fees, and surcharges that may apply to your transaction at the time of reservation. It does not include the Young Renters Fee (drivers under 25), any additional gas, fees, or other surcharges.

    If you have any questions about what you've been charged - check your itinerary. Any questions concerning optional items accepted at the counter should be directed to the rental company.

  • What taxes, fees, and surcharges will I have to pay?

    For Pay Now reservations, the amount you will pay for taxes and fees will be displayed to you prior to purchase. For Pay Now reservations that are pre-paid in full, the rental car company will not charge additional taxes and fees unless you accept an upgrade or purchase incidentals at the counter. For Pay Now reservations where you are only charged for a partial amount of the total at the time of booking, the remaining taxes and fees portion of the reservation will be charged at the counter by the rental car company.

    For all other reservations, we will provide you with a breakdown of the estimated taxes, fees and surcharges that may apply to your transaction. We will not charge you for these taxes, fees and surcharges, but the car rental supplier will charge you taxes, fees and surcharges at the time you rent your car.

  • Can I request special equipment on a rental car reservation?

    Yes. You can add the following optional items when making a rental car reservation:

    • Infant Car Seat: For infants less than one year and under 20 lbs.
    • Toddler Car Seat: Forward facing for children weighing 20-40 pounds up to 40 inches in height
    • Booster Seat: For children weighing 40 to 80 lbs.
    • Left-Hand Handicap Control
    • Right-Hand Handicap Control
    • Ski Rack
    • Navigation System

    If you have already made a reservation and would like to request a hand-controlled car, please call the rental car company directly at least 48 hours before your pick-up date. They will try to accommodate your request for a hand-controlled car but cannot guarantee that one will be available at the rental location you chose on your pick-up date.

    Important:

    • These are only requests and are not guaranteed.
    • Not all options are available for all locations.
    • Additional fees may apply. Your rental car company will charge your card at the rental counter for optional items added.
    • Contact your car rental company to confirm availability and fees.
  • Additional Charges

    If you choose to add an optional item to your Rental Car reservation at the counter, the charge will not be included in our estimate. Charges for optional items vary by rental Car Company and additional taxes, fees, and surcharges will also apply.

    Gasoline:

    Gas charges vary by rental Car Company and the location where you rent your car. Charges for gasoline will be clearly spelled out on your rental agreement and you are often required to initial by them when you pick up your rental car.

    Additional Drivers:

    Adding a driver will result in an additional fee payable to the rental car company. Charges for additional drivers will be clearly spelled out on your rental agreement and you are often required to initial by them when you pick up your rental car.

    Optional Items:

    Adding optional items such as ski racks, prepaid toll passes, navigational equipment, etc. will result in additional fees which vary by the item you request and by the rental car company. Fees for optional items are payable directly to the rental company. Charges for optional items will be clearly spelled out on your rental agreement, and you are often required to initial by them when you pick up your rental car.

    Infant/Child Seat:

    Reserving infant / toddler / child seats will result in an additional charge. These charges are payable directly to the rental company. Charges for infant / toddler / child seats will be clearly spelled out on your rental agreement and you are often required to initial by them when you pick up your rental car.

  • Driver Information

    All drivers will be required to present a valid driver's license in order to pick up a vehicle and each driver's age will be verified at the rental counter. We offer car rentals to drivers between the ages of 21 and 24 years old in select locations. Rentals for drivers between the ages of 18 and 20 are available in New York only.

    Rental companies charge renters under the age of 25 a Young Renter Fee. Young Renter Fees are not included in your total estimated charges. You will be charged at the counter.

  • Upgrades

    Upgrade options are not available through our website, but can be requested from the rental car company directly when picking up at the rental counter. Upgrade charges will be determined by the rental partner and will be payable directly to the rental company. Charges for upgrades will be clearly spelled out on your rental agreement.

  • Where can I find my itinerary and invoice?

    It's easy - just go to our homepage, and click on the My Reservations section of our website. Enter your Rental Car Trip Number and the email address you used to place your request, and your receipt and full itinerary will be available to you.

  • What do I need to bring when I pick up my rental car?

    You should have the following with you when you arrive to pick up your rental car:

    1. A valid U.S. driver's license or a valid driver's license issued from your country of residence and an International Driver's Permit - you'll need to present it at the rental counter to prove your identity, verify your birth-date and, if necessary, for a driving record check. For international reservations, you may also be required to present your passport.
    2. Your Rental Car Itinerary/Receipt, which is available on our website. Just visit the homepage and click on the My Reservations section of our website. Enter your Rental Car Trip Number and the email address you used to place your request, and your receipt and full itinerary will be available to you. Also, if you purchased Collision Damage Coverage with your rental car reservation, please highlight it on your itinerary and bring it with you, in case they ask you to purchase insurance coverage.
    3. A valid major credit card with enough available funds to cover the amount of the refundable security deposit. The amount for the security deposit varies for each rental car company and depends upon car type, rental period, and optional items accepted. Some rental car companies also accept debit cards, but may have additional requirements. Please note that the driver will not be allowed to use a pre-paid/stored value card or leave a cash deposit in lieu of a credit card or debit/check card.
    4. For Pay Now reservations only, the credit card used at booking must be presented at the rental counter for confirmation of the reservation. However, a different credit card in the driver's name may be used at the counter. The credit card must have enough funds to cover the refundable security deposit. Debit cards will not be accepted as a valid form of payment for the refundable security deposit.
  • How do I add a driver to my rental car reservation?

    You can add a driver to your rental car reservation at the rental counter. There may be a charge for each additional driver which will be disclosed at the rental counter, and payable to the rental car company. Along with the additional driver, the primary driver on the reservation must arrive at the counter to pick up the car and add the additional driver to the rental agreement. We are unable to add a driver to your rental reservation or change the name of the primary driver originally entered on our website.

  • Can I make changes to my rental car reservation?

    Pay Now reservations cannot be changed.

    For all other reservations, changes can be made to your reservations, prior to the scheduled pick up time. Simply visit the My Reservations section of our website and select the "Change Reservation" link at the top of the page. You will need your Rental Car Trip Number and the email address you entered when you reserved your car.

  • Can I cancel my rental car reservation?

    For Pay Now reservations, a cancellation fee may be apply if the reservation is cancelled prior to the pick-up time. All cancellation requests must be made directly with the rental car company.

    For all other reservations, there are no cancellation fees. Simply visit the My Reservations section of our website and select the "Cancel Reservation" link at the top of the page. You will need your Rental Car Trip Number and the email address you entered when you reserved your car.

  • Can I pay for my rental with a debit card or a check card?

    For all reservations, the card presented at the counter must be in the primary driver's name and an acceptable form of payment for the rental car company.

    For Pay Now reservations, we only accept credit cards. Debit cards are not accepted.

    For all other reservations, debit and credit cards are subject to acceptance by the car rental company. Most locations accept debit cards; however rental partners have different requirements for customers who will only have a debit card at the time of pickup. Some rental companies may allow a debit card to be used for the deposit at the rental counter, but may apply additional restrictions. Some of those restrictions could include, but are not limited to:

    • Minimum debit card hold requirements for security deposit
    • Proof of round trip travel
    • Local renter restrictions
    • Residency restrictions
    • Credit checks
    • Car class restrictions
    • Mileage restrictions
    • Geography/Boundary restrictions
    • Identity verification (utility bills (not past due) and most recent pay stub matching address on driver's license)
    • Proof of insurance
    • Additional driver restrictions

    Please view the Acceptable Forms of Payment section of your location's rental policy, which is located on the Important Information section of your Confirmation page.

  • Will the rental car company perform a credit check?

    The rental car company may perform a credit check to determine credit worthiness at the time of rental. Be sure to read the location specific rental policies and rules during the request process.

    The rental company may also verify that you have enough funds to cover the security deposit by placing a hold or an authorization for the total amount of the deposit on the card you used to purchase your reservation. If they do authorize your card for the security deposit, they will release the hold or authorization when you drop off your car. Please note that any funds used for the security deposit cannot be accessed until after the car is returned.

  • What if I am a local renter using a debit card?

    If you are a local renter and you will be using a debit card at the counter, you may be asked to provide some additional forms of identification, such as a recent utility bill or payment stub. For more specific information, please review your location's specific rental policy.

  • Can I pick-up or drop-off my rental car early?

    You can make changes to your reservation on our website, if it is before your scheduled pick-up time.

    Important: If you pick up the rental car earlier and still plan to drop it off at the same reserved time, you may incur additional charges directly from and payable to the rental car company.

  • Can I extend my rental car reservation?

    Once you pick up your car, you will be dealing directly with the rental car company. Your rental agreement will state the hourly and daily rates that will apply if you choose to extend your rental.

    Important: Extra time will be charged to you by the partner at the prevailing retail rate.

  • Can I drop my rental car off late?

    If you need to drop your rental car off later than you had originally reserved, you should notify the rental partner prior to picking up the car or at the counter when you pick up your car. Keep in mind that the rental car partner will charge you for the additional time at their prevailing retail rate. We are not able to make any changes to your reservation.

  • What if my flight does not go as scheduled?

    Delayed or Cancelled and Rescheduled Flights:
    If you are going to arrive late due to a flight delay, cancellation or reschedule, contact your rental car company.

    Cancelled/Not Rescheduled/Re-routed Flights:
    If your flight is cancelled but not rescheduled, or re-routed to another airport, please call our Customer Service Department at the toll-free number listed on your Rental Car itinerary. Be sure to have your airline name and flight number ready when you call.

  • What if I have questions about charges that appear on my rental agreement?

    Your rental agreement shows charges for all optional items (insurance, gasoline, upgrades, extensions, ski-racks, additional drivers, etc.) you elect to take at the rental counter, and you are typically required to initial by them when you pick up your car. These charges are in addition to the cost of your rental, and are payable directly to the rental car company.

    We do not have access to the actual rental contract you signed at the counter or any additional charges the rental car company billed to you based on that contract. If you have questions about these charges that your rental agreement does not address, you will need to contact the rental car company directly. Be sure you inform them that you are inquiring about charges billed directly by them.

  • Does my rental car come with insurance?

    You may purchase Collision Damage Coverage when placing a reservation on our website. The option to purchase Collision Damage Coverage will be presented to you on your contract page during the request process. It will also be available on your confirmation page after booking up until 1 hour before your scheduled pick-up time.

    Please also note that you may already have rental car insurance coverage - here's how to find out:

    1. Review your current automobile insurance policy to see if your existing coverage extends to rental car usage.
    2. Your homeowner or renter's policy may cover personal property stored in a rental car. Check with your insurance provider for details.

    Remember, it is your responsibility to determine what insurance coverage you have.

  • What is Collision Damage Coverage?

    Collision Damage Coverage is an optional coverage plan which can be purchased on our website either during the reservation process or in some cases after the reservation is confirmed. Some reservations may offer the option to add insurance to your reservation on your itinerary. Collision Damage Coverage can be purchased for only $11 per day. However, if you have a State of New York billing address, coverage is $9 per day. Please remember, while no payment is required for your rental car reservation until you pick up the vehicle, Collision Damage Coverage is charged immediately to your credit card at the time of booking your reservation, or when you add it to your existing reservation.

    While the vehicle is in your possession and is damaged due to collision, theft, vandalism, windstorm, fire, hail or flood, you are subject to pay a lesser amount for the total cost of car repairs, additional charges imposed by the rental car company, or the actual cash value of the car. The coverage offered on our website provides a cost effective way to protect yourself against unforeseen damages or theft. There is also no deductible.

    Our plan is primary coverage, meaning that you do not have to claim payment from any other insurance plan before receiving coverage under this plan. This helps avoid filing a claim with your personal auto insurance and risking insurance rates increasing in the future.

    This coverage is very similar to the Collision Damage Waiver (CDW) that the car rental companies try to sell customers at the time of renting a car. Like the CDW, this coverage provides reimbursement to the person purchasing the plan for charges incurred due to loss or damage of the rental car. It is possible that agents at the counter may try to sell you their plan. Please note that while this coverage is similar to the CDW offered by the rental car companies, certain benefits, limits, terms and exclusions may differ.

    Collision Damage Coverage takes effect at the time you pick up your reserved rental car. Coverage is only provided if the customer elected to purchase it online and the required payment has been made. Coverage ends at 11:59 PM the day of your scheduled rental car return date as stated on your itinerary. If for some reason the rental car is returned earlier than the scheduled return date, coverage ends when the rental car is returned to the original rental counter and the remaining un-used days of coverage are subsequently non-refundable.

    If you have additional questions about Collision Damage Coverage, contact Aon Affinity, our program administrator at (877) 892-7951 or (516) 342-2720.

    Important: Your car rental cannot exceed 180 consecutive days to be eligible. Exotic and specialty vehicles (e.g. campers, trailers, motorcycles, RV's, etc.), are not covered. See the Description of Coverage for a complete list of excluded vehicles.

  • When I cancel my rental car reservation, can I also cancel my Collision Damage Coverage?

    Cancellations with 100% refund will be permitted for Collision Damage Coverage up until your scheduled pick up time. If you choose to cancel your reservation, a cancellation will be processed for both your rental car reservation and Collision Damage Coverage. If you still need a rental car, you may go back online to place a new request.

  • How do I file an insurance claim?

    In order to file a claim, please contact Aon Affinity by any one of the following ways:

    Online Claim Initiation: www.travelclaim.com

    By Phone: Toll free at: (877) 892-7951 or (516) 342-2720

    By Mail: Aon Affinity, 300 Jericho Quadrangle P.O. Box 9022 Jericho, NY 11753

    By Email: tripprotect@aon.com

    Claims should be submitted within 90 days of incurring the covered loss, or as soon thereafter as reasonably possible. The majority of claims will be processed within 30 days after the insurance company receives all supporting documentation from you.

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