Contacts, Help, and Support

We are here at every step of your car rental trip

At what stage are you in the hiring process?

Here are some related questions that might help you!

What type of driver's license do I need?

A full driver’s license is always required and in some locations, an International Driving Permit may be necessary. After searching for a car in your desired location and with your dates, you can check the provider’s Rental Conditions for more information. When using an International Driving Permit, you also need to carry your local driver’s license. Neither a printed copy nor a mobile scan of the license will be accepted.

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

The best way to find the answer to this question is to correctly enter your age when searching for a rental car on our website. You can also find the information in the Rental Conditions.

Usually, drivers must be between 23 and 65 years old. If you are either younger than 23 or older than 65, we strongly recommend checking the rental conditions to make sure that you will be allowed to rent a car or find out if there will be additional charges.

Remember that it is very important to select the driver’s age prior to searching. If you do not, you might be offered cars that will, in fact, be unavailable to you because of age restrictions.

Will I need my passport to pick up a car?

In general, the requirements for renting a car are the same as the requirements to enter a country. Your passport is needed to enter the country when you are traveling and you will also need it to rent a car.

In some countries, like members of the European Union, a National ID card or some other identification may be sufficient.

Remember that you will need the original identification document, not a copy.

If you are renting in your own country, other types of identification, such as your driver’s license, may be sufficient.

Can I rent a car if I do not have a credit card?

Unfortunately, in many cases, you can not. Many rental companies only accept credit cards in order to protect themselves financially.

However, some rental companies do accept debit cards for payment and deposit while others will accept debit cards only if you purchase their full insurance. You can find this information in the Rental Conditions.

Will I have to leave a deposit when I pick up the car?

Most rental providers do require a deposit for security reasons. If you choose Full Coverage with Sky Rent A Car, the deductible for your rental car will be covered, but you will still be expected to leave the full deposit when you pick up the car.

Information about the exact amount of the deposit will usually be stated during the booking process and on your Voucher. The deposit amount depends on the type of car that you choose, the country you travel in, and the rental company you select.

I booked a car on the website but received an email that the car is not available?

In some destinations Sky Rent A Car works together with local partners. After making a reservation we send a request for the availability of the car, if the supplier can not confirm the car we will send you a letter with similar cars to make your final choice. We do this to make sure you get exactly the car you booked.

Are all the cars that are displayed on the site available for booking?

All cars on our site are available for booking, but this does not mean that they will be available for your chosen period. In some destinations Sky Rent A Car works together with local partners. After making a reservation we send a request for the availability of the car, if the supplier can not confirm the car we will send you a letter with similar cars to make your final choice. If the car you want to book is not from the fleet of Sky Rent A Car, the system of the site will not require you to pay in advance when completing the reservation. You will receive payment details once your chosen car is confirmed by your local Sky Rent A Car partner.

Here are some related questions that might help you!

What should I do if I have not received a booking confirmation?

Please check the spam folder of your e-mail, if you find our letter there, mark it as non-spam so that you can receive our subsequent correspondence. You will receive two emails from us. The first one is an automatic response from our site that, your reservation has been accepted and is being processed. You will receive our second confirmation email within 48 hours. Most reservations are confirmed immediately, and almost all – within 48 hours. If we are unable to confirm the booking within 48 hours, we will contact you to explain the reasons.

After confirmation, you can check your reservation from “Reservation Management”.

If you pay a deposit at the time of the initial booking, but we are still unable to confirm your booking, the amount of your advance will be refunded.

If you still can’t find any of our emails in your mail, please contact us here

What should I do if I have received two confirmations for my reservation?

You do not need to do anything. Very often we duplicate the emails we send you from different e-mail addresses to make sure that you receive all our correspondence.

Where will I get my car?

There are several options to pick up your car.

1.At the airport counter or we will meet you with a sign that says your name.
2.We will deliver the car to your address or hotel.
3.You will pick up the car from the parking lot at the address of our office.

In any case, the method of receiving your car will be described in your voucher.

How can I change my reservation?

To make changes to your reservation, visit the My Booking section of our website.

I made a reservation but the site did not ask me to prepay in advance?

There are several possible reasons for this

1.In connection with COVID 19 and the impossibility of guaranteeing holidays in some cases you can make a reservation without having to pay in advance.
2.In some destinations Sky Rent A Car works together with local partners. After making a reservation we send a request for the availability of the car, after the supplier confirms the car, we will send you details for the required payment.

I made a reservation on the site, but I was told that there are no cars available according to my criteria?

Sky Rent A Car and some of our local partners apply restrictions for the respective locations regarding the minimum rental period, minimum or maximum age of the driver, duration of one-way rentals, unconfirmed money transfer from your credit card, etc. It is also possible that the car rental provider will not be able to confirm any car in the respective location for the period you have selected.

Where can I find my rental conditions?

On the desktop version of our website, you can find a link to the rental conditions underneath the picture of the car. On the mobile version, the rental conditions can be found under the logo of the provider.

Click the blue text that says Rental Conditions and a new tab will open that provides this information in detail.

The rental conditions will also be sent to you with your voucher after the rental is confirmed by the provider.

You will also be able to download your voucher along with the rental conditions from the My Booking section.

Will I have to pay for anything when I pick up my rental?

It depends on the product selected on our website. Currently, Sky Rent A Car has two types of payment:

1) Full Prepayment: you will pay the entire cost of the car rental online. When picking up the car, you will only have to leave a security deposit and pay for any optional equipment (GPS, child seats, additional driver, etc.).

2) Partial Prepayment: At the time of booking, you will be required to pay part of the total cost plus the cost of Full Coverage, if purchased. At the car rental desk, you will pay the remaining balance and leave a security deposit.

3) In some cases it is possible to book a car without prepayment on the site. At the desk of the respective car rental provider you will pay the full amount of the rent and leave a deposit.

We list a price breakdown on your Voucher so you’ll always know the exact amount that must be paid at pick-up.

Can I cross borders with my rental car?

Some rental providers offer the possibility to cross international borders with your rental car while others do not. The best way to find out is to check the rental conditions for each specific car.

If crossing borders is allowed, additional fees may apply to cover extra insurance policies, taxes, etc. If you cross a border with your rental car without informing the car provider, any insurance you have purchased will become invalid and you will be fully responsible for any possible damages or charges that occur.

You can also include a question about the possibility of crossing borders when you are making a booking, just click on “Additional requirements” to add a comment. Our Customer Support team will look into it and get back to you with the answer.

Can I add optional extras to my rental?

You can add extras on the booking page after you have selected your rental car. It is important to remember that extras are subject to availability at the time of pick-up. In most cases, they will be available, but occasionally, they may not be. You can also choose to add extras if they are available when picking up the car.

For our customers, the most popular extras are GPS, baby seats, child seats, and booster seats.

If you do not see any extras available, contact our Customer Support team.

What happens if my flight is delayed or cancelled?

If your flight has been delayed, it is your responsibility to contact the car rental company and inform them of the delay. You will find their contact information on your booking voucher. If you are unable to contact the car provider, you can contact our Customer Support team and we’ll do our best to inform them. Bear in mind that if you do not arrive on time or do not inform the car rental company about the delay, your reservation will be automatically canceled and considered as a no-show.

Please check in Rental Conditions to see what the grace period for your rental is. (Grace period is an extra amount of time you are given in case of being late.)

If your flight was canceled, the first thing to do is to contact our Customer Support team. Inform us about the cancellation before the original pick-up time, and we will do our best to inform the car provider about your situation. We’ll also ask them to hold the car for you for pick-up the following day. Do note that you will still have to pay for the first day as the car was reserved for you.

We can also try to find a different car for you. In this case, the new price will usually be higher than the original price because the car will be needed within a short period of time. But we will give you a new Voucher without charging another prepayment.

In the event of a delayed or canceled flight, we advise you to contact your airline to check the compensation procedure in the country where you’re traveling.

Bear in mind that flight delays and cancellations are out of our control and Sky Rent A Car is not responsible for any problems or additional costs incurred due to airlines.

Here are some related questions that might help you!

What is my rental car’s fuel policy and can I change it?

Different car providers have different fuel policies and customers are usually offered several options. The fuel policy will always be shown underneath the picture of each offer. Some of these are the following:

Full to Full: In this case, the fuel tank will be full when you pick up the car, and the company will expect you to drop off the car with a full tank.

Same to Same: In this case, the fuel tank will be provided with a certain amount when you pick up the car, and you’ll be expected to return the car with the same amount of fuel.

Full to Empty (also known as pre-purchase): With this option, you will have to pay for a full tank of fuel before you pick up the car. If you return the car with unused fuel in the tank, you may or may not be compensated for it—this varies by car provider.

Pre-purchase with a partial refund: In this case, you pay for a full tank and are allowed to return the car with any amount of fuel in the tank, from empty to full. If you choose this option, you will have to pay a service fee, but you will be compensated for any unused fuel in the tank when you return the car.

In some countries, companies are not allowed to charge extra fees for any missing fuel, while it is allowed in others. It is always best to consult the rental conditions before you rent a car. You will find these when you do a search for a rental on our website. Just click on the Rental Conditions to see more information about the car’s fuel policy.

What should I do if my car breaks down or I am involved in an accident?

If your rental car breaks down, you should contact the breakdown assistance service of the rental company. Their contact information should be stated on your rental agreement. You should also contact the car rental provider to find out how your rental car will be replaced.

If there has been an accident and someone needs medical assistance, the first thing to do is contact emergency services. After that, contact the police and then contact your car rental provider.

Can I extend my booking?

If you need an extension of your rental before picking up the car, you can contact our Customer Support team, and, if possible, we will arrange to extend your reservation for you.

If you would like to extend your booking after you’ve picked up the car, you will need to contact the car rental provider and follow their procedures. Sky Rent A Car cannot extend a booking that has already begun. We can only create another reservation for you, but this means that you would have to return to the car rental facility to renew the rental agreement or collect a new car.

If you have Full Coverage with us and you have extended the rental with the provider, we strongly recommend that you contact us and extend the coverage as well so you are fully protected for the remaining period of your rental.

Can I pick up the car earlier than originally agreed?

If you contact our Customer Support team in advance, we might be able to modify your booking so that you can pick up the rental earlier than originally agreed. If you do not contact us and instead go directly to the car rental provider, you might find that the car is not yet available, that the rental office is closed, or that they’re busy with another customer who was scheduled to come in before you. For these reasons, you might have to wait until the original pick-up time.

Do I get a refund if I return my car early?

No, usually car rental companies will not refund you any money for returning the car earlier. Contact the car provider directly to find out more.

Here are some related questions that might help you!

What should I do if my car breaks down or I am involved in an accident?

If your rental car breaks down, you should contact the breakdown assistance service of the rental company. Their contact information should be stated on your rental agreement. You should also contact the car rental provider to find out how your rental car will be replaced.

If there has been an accident and someone needs medical assistance, the first thing to do is contact emergency services. After that, contact the police and then contact your car rental provider.

When will my security deposit be released?

Most rental companies hold/charge a security deposit on the main driver’s credit card for the duration of the rental period.

Usually, it is not taken from your account but only held for security measures. If there is no damage to the car, it should be released within 20 business days after drop-off.

Please note that if the deposit was only held on your account, the release of funds will not show as a new transaction but the amount will no longer be frozen on your account.

If you have returned your rental car less than 20 days ago, please wait a few more days for the deposit to be released. If you do not receive your deposit back within 20 business days, please contact your bank or send us an email.

Do I get a refund if I return my car early?

No, usually car rental companies will not refund you any money for returning the car earlier. Contact the car provider directly to find out more.

What if I have been charged extra for my rental?

If you have been charged for something not listed on your Voucher and don’t understand why you have been charged, you can contact our Customer Support team. We will ask you to provide the invoice issued by the car rental company for these charges as well as other relevant documents. We’ll analyze all the information and evaluate the situation point by point. If a mistake was made by the car rental provider, we advise you to contact the car rental company directly. If no mistake was made, we will help you understand the exact reason for the charge.

It’s important that you familiarize yourself with the rental conditions before you travel. When you search for a rental on our website, you will find a link to these Rental Conditions. If you choose to purchase an additional service from the rental provider when picking up the car, make sure you understand how much this service will cost and if there are any potential fees for not following the agreement.

What type of driver's license do I need?

A valid driver’s license is always required and in some places an international driver’s license may be required. After searching for a car at the place you want and with your dates, you can check the rental conditions of the supplier for more information. When using an international driver’s license, you must also carry your local driver’s license. Neither a hard copy nor a mobile scan of the license will be accepted.

How can I apply for damage compensation?

If you have purchased Full Coverage and need to file a claim, simply send an email to info@skyrentacar.eu within 28 days of returning the car and attach the following documents:

The rental agreement you signed when you took the car (ask for a copy from the rental company, if you do not have one)
The rental company’s assessment of the condition of the car when you picked it up and when you returned it
An invoice from the rental company that charges you for damages or other covered fees
Statement or receipt (s) showing payment of fees
Your PayPal or bank account information (including bank name and address, account number / IBAN, SWIFT code and any other information required for international bank transfer)
Detailed description of the incident (include photographic and video evidence, if any)
Police report (if applicable)

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