Car rental: what to do when something goes wrong during your trip
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A flat tyre on the way to the beach. A fine that arrives weeks later. A scratch no one can explain when the car is returned. With car rental, things do not always go exactly as planned, and it is normal to have questions about what to do in each situation.
In this article, we answer some of the most common questions that arise when something goes wrong during a car rental and explain what to do in each case, without making an already inconvenient situation more complicated.
The rental car broke down during your holiday. What should you do?
A warning light appears on the dashboard, you hear an unusual noise from the engine, or the car will not start again after a stop. Breakdowns rarely happen at a convenient time and are difficult to predict.
For situations like these, Drivalia has a dedicated process to make things as straightforward as possible. Contact the team, provide the vehicle’s exact location, and a solution will be arranged. Depending on the situation, this may include roadside assistance or a replacement vehicle.
Scratches or damage discovered during the rental
Returning to the car and finding a scratch that was not there before is more common than you might think, especially in busy car parks.
What you should do depends largely on when the damage is noticed — before leaving the Mobility Store, during the rental or only when returning the vehicle — and on the photos taken at pick-up.
Flat tyre during your trip
A flat tyre often happens far from a repair shop, usually on a secondary road or close to your holiday destination. Before trying to deal with it yourself:
- Contact Drivalia before changing or repairing the tyre on your own;
- Keep the receipt if you pay for any repair, in case you are eligible for reimbursement.
The basic cover included with Drivalia car rental includes roadside assistance, which covers most breakdown situations at no additional cost, provided the issue is not caused by driver negligence.
Find out more about the cover included with Drivalia car rental.
Accident involving a rental car
An accident is always one of the most difficult situations to deal with, especially on an unfamiliar road or when you are far from home.
Even so, the steps to follow are straightforward and apply to most situations:
- Check whether anyone is injured and, if necessary, call 112;
- Collect the details of the drivers, vehicles and insurance companies involved;
- Complete the accident statement if there is agreement about what happened;
- If there is no agreement, contact the authorities;
- Take photos of the scene and any damage;
- Contact Drivalia as soon as possible using the number provided in your rental agreement.
Find out how to complete an accident statement when driving a rental car, step by step.
Drivalia recommends: “Save the contact details of your Mobility Store on your phone. In the event of an accident, this should be your first point of contact. Our team will be available to provide the support you need and help resolve the situation as quickly as possible.”
Fines received after the rental
Fines for speeding, illegal parking or other traffic offences are usually sent to the car rental company rather than directly to the driver.
The standard process is as follows:
- The relevant authority, such as the police or local council, notifies Drivalia as the registered owner of the vehicle;
- Drivalia identifies the driver linked to the rental agreement on the date of the offence;
- The driver is charged the amount of the fine, together with an administrative fee for handling the process.
This process can take several weeks or even months, depending on the authority that issued the fine. It is therefore normal to receive a charge related to the rental after your trip has ended.
Drivalia recommends: “Always keep the email or letter that accompanies the fine. It usually includes the date, location and type of offence, which can help you confirm whether it relates to the period when you had the vehicle. If you notice any error, contact us before making the payment.”
Lost vehicle keys or documents
Losing the keys during your trip can happen, especially at beaches, restaurants or busy tourist areas, where it is easy to put them down and only realise they are missing hours later.
See some real examples and find out what to do in these situations in our article on the most common car rental mistakes and unexpected issues.
In short, you should:
- Contact Drivalia;
- Provide your exact location;
- Briefly explain what has happened;
- Wait for instructions from the team, who may arrange for a spare key to be sent or provide another solution.
Vehicle theft or theft of belongings from the car
If the vehicle is stolen, or if belongings are taken from inside it, the steps are different from those you would follow after an accident:
- Contact the authorities immediately (PSP or GNR) and report the incident;
- Ask for a copy of the police report, which Drivalia will usually require;
- Contact Drivalia with your booking number and the details of what happened;
- Keep all documentation provided by the authorities.
In these situations, the cover included in your rental — with or without an excess — determines the amount for which you may be held liable, in much the same way as with accident damage. This is why it is important to check what type of protection is included when you make your booking, especially if you expect to leave the car parked on the street overnight or in less monitored areas.
Also read our article on which types of cover to consider when renting a car.
How does the excess work when something goes wrong with a car rental?
The amount the customer may be responsible for depends on the rate and cover selected at the time of booking:
- With an excess: in the event of damage, an accident or theft, the customer may be charged up to the excess amount specified in the rental agreement;
- Zero excess: with this cover, except in cases excluded under the rental agreement, such as gross negligence or driving in breach of the rental conditions, the customer is not charged for damage to the vehicle.
Before booking, it is important to check which option is included, especially if you are planning a longer trip or expect to drive on unfamiliar roads.
Find out more about how the excess works when renting a car with Drivalia.
Having a problem with your car rental? Talk to Drivalia
If you have any questions or encounter an unexpected issue during your rental, you can contact the team at the Drivalia Mobility Store where you collected the vehicle. Our staff can assist with a wide range of situations, from questions about the vehicle and rental agreement to payments, returns or any aspect of the rental process.
Staying close to our customers is part of the way Drivalia works.
That is why we focus on personal support, transparent communication and finding quick, effective solutions, so you can enjoy the entire rental experience with confidence and peace of mind. This commitment has been recognised through several awards received by our Mobility Stores.
Read our article about the Automotive Mobility Excellence Awards received by Drivalia and discover how customer service, proximity and customer experience contribute to the quality of our service.
How do I contact Drivalia?
If you experience an unexpected issue or incident with your rental car, the first step is to contact the Mobility Store where you collected the vehicle. Have your booking number and the vehicle registration number ready.
It is also helpful to take a photo of the situation, whether it is a scratch, a warning light on the dashboard or the location where the vehicle has broken down. This can help the team understand the problem from the first call and provide a faster response.
Rent a car with Drivalia and count on our support throughout your trip
A trip does not always go exactly as planned. When a question or unexpected issue comes up, knowing where to turn for help can make all the difference. At Drivalia, every Mobility Store has a local team available to support customers throughout the rental and help find the most appropriate solution for each situation.
Before you set off, save the Mobility Store contact details on your phone and check the key information in your booking. That way, if you need assistance, you will know who to contact and what steps to follow.
