Due to the growing impact globally of the COVID-19 virus and the corresponding changes to international travel and border protection policies, we appreciate that many of our customers’ travel plans have been directly affected.
Our team is in close contact with our rental car partners so that we can provide the best available information to our customers as this situation evolves.
Find information about cancellations, how best to contact us, advice from rental car companies and national authorities along with some helpful FAQs. We will be updating this page as more information is available.
All rental car bookings with more than 72 hours before pickup can cancel online for a full refund, with the exception of fully prepaid bookings with Sixt. Note that we are seeing selected rental car partners review their cancellation policies in light of COVID-19 and any changes will be posted to their websites linked below.
To cancel your booking online, click the ‘View Your Itinerary’ link from your confirmation email to access your online voucher. On the voucher page, there is a link under ‘Manage Your Booking’ to cancel your booking online.
Please allow up to 15 working days for this refund to be reflected in your bank account.
Our customer support teams are here to help. We’re currently experiencing a high volume of calls and want to ensure we can support customers with near-term bookings as highest priority.
We kindly request that if you need help with a booking with a pickup date of more than 7 days from now, please email email@example.com and one of our support consultants will contact you within 2 business days.
If you need help with a booking with a pickup date within the next 7 days, you can ring us on the local number for your country at the top of our website.
We appreciate your patience and understanding during this unique time.
The New Zealand Government has announced that the country will be moving to COVID-19 Alert Level 4 from 11:59pm on Wednesday 25th March. The most recent advice from the Government is that this will remain in place for four weeks, until midnight on Wednesday 22nd April.
The movement to COVID-19 Alert Level 4 results in all businesses closing except for essential services (e.g. supermarkets, pharmacies, clinics) and lifeline utilities.
We have received confirmation from some car rental partners that they are unable to honour bookings for the duration of this restriction. They have advised that customers should cancel their bookings if their travel falls within this period.
We are still waiting on official confirmation from other car rental partners and encourage customers to contact them directly to clarify whether they are able to honour your booking.
We will continue to update these lists as information becomes available.
What is the refund process?
Once your booking is cancelled, any refund amount due will be directly credited back to the card used to make the booking. You should receive your refund within 15 working days.
How long before I receive a refund?
You should receive your refund within 15 working days. Our team is working to process these as quickly as possible and we appreciate your patience and understanding during this unique time.
Are there any cancellation fees?
If you are cancelling your booking more than 72 hours before the pickup date, there are no cancellation fees. For cancellations within 72 hours, individual car rental companies may charge their own fees. You will need to check with your car rental company directly to confirm what fees they may charge. Selected car rental companies are making special exceptions to their cancellation policies due to COVID-19 and we will honour these where applicable.
Can I get a cancellation fee waived since I have no choice to cancel my travel plans?
Cancellation is free if you cancel at least 72 hours before the pickup date. Within 72 hours, some car rental companies are adjusting their cancellation policies to allow free cancellation anytime before pickup, however you will need to check with your car rental company directly.
Can I still use the rental vehicle if I am quarantined?
We are aware of selected car rental companies that permit this, however you will need to contact your car rental company directly to confirm if this applies to you.