Real car rental stories: the most common mistakes and unexpected issues
When renting a car, unexpected situations can sometimes arise. Lost keys, questions about the rental agreement, or a scratch that went unnoticed at pick-up are all fairly common issues that can happen to any customer and form part of the experience of renting a car, especially during the summer.
That is exactly why they are worth sharing: so that the next time you rent a car, you know how to respond and deal with each situation with greater peace of mind.
In this article, we have brought together some of the most common problems reported by customers, with real examples from the day-to-day experience of our Mobility Stores.
What unexpected issues can arise when renting a car in summer?
During the summer, car rental often means more bookings, family trips, and journeys between airports, accommodation and beaches. Rushing, tight schedules and a greater number of travel arrangements can make it easier to overlook important details.
Trips are often planned down to the last detail, but the car rental is sometimes left until the end and arranged in a hurry, without enough time to check the details that can make all the difference.
Add the heat, the tiredness after a long flight and impatient children in the back seat, and one small forgotten detail can quickly turn into a real problem halfway through the journey.
What are the most common car rental mistakes and unexpected issues?
Over the years, we have heard many similar stories in our Mobility Stores, and they almost always begin with a small oversight. Here are some of the situations customers report most often.
I forgot to add the second driver to the rental agreement. What should I do?
One of the most common situations occurs when the booking is made in one person’s name, but someone else ends up driving the car.
To avoid penalties or complications with the agreed coverage, all drivers must be included in the rental agreement. If you need to add someone after collecting the vehicle, contact the Mobility Store first and check whether the change can still be made.
I lost the keys to my rental car. Who should I contact?
Losing the keys at the beach, in a restaurant or while out exploring is more common than you might think.
Contact the Mobility Store or the assistance number provided in your rental documents immediately. Have your booking number, vehicle registration number and the car’s location to hand. The team will assess the available solution and explain the next steps.
I locked the car with the keys and my phone inside
A moment of distraction while taking out your luggage or closing the boot can leave both your keys and phone locked inside the car.
Borrow a phone and contact the Mobility Store immediately, providing the vehicle registration number and your exact location. Do not try to force the lock or break a window, as this could cause additional damage to the vehicle.
I didn’t check the fuel level before leaving the Mobility Store
Before setting off, check that the fuel level shown on the dashboard matches the level recorded in the rental agreement.
If you notice any difference, take a photo of the dashboard and contact the Mobility Store before driving a significant distance. During your trip, look for a filling station in advance, especially when travelling on motorways or in areas with fewer refuelling options.
My luggage didn’t all fit in the boot. Can I change cars?
A car category that seemed suitable when you made the booking may turn out to be too small at pick-up, especially if you have large suitcases, a pushchair or additional equipment.
Before leaving, check that everything fits safely in the boot. If there is not enough space, ask at the Mobility Store whether another vehicle category is available for your trip.
I received a toll charge after returning the car
It is possible to receive a toll charge a few days or even weeks after returning the car.
This can happen because the relevant authorities may take some time to report the toll passage. Before disputing the charge, check the date, route and records associated with the vehicle. If you have any questions, contact Drivalia directly for clarification.
The GPS directed me down a street that was too narrow for the car
In historic areas, GPS navigation may direct you towards streets that are too narrow, restricted-access roads or routes that are not suitable for the size of your vehicle.
Before continuing, always check the road signs and the width of the street. If the access looks too narrow, choose a safer alternative or park nearby and complete the rest of the journey on foot.
To plan these journeys more easily, read our article on where and how to park in Portugal.
My flight was delayed. Is my car rental booking still valid?
A delayed flight may leave you wondering whether your car rental booking will still be available when you arrive.
As soon as you know about the delay, contact the Mobility Store and provide your new estimated arrival time. Have your booking number and flight details to hand. The team will confirm the applicable conditions and explain how to proceed with vehicle pick-up.
I found a scratch that I hadn’t noticed at pick-up
When returning the vehicle, you may notice a scratch or other damage that was not identified when you collected the car.
To avoid any issues, take photos of the vehicle before leaving and check with the Mobility Store team member that all existing damage is recorded in the rental agreement. If you notice something later, contact the Mobility Store as soon as possible and send any photos or records you have.
Drivalia recommends: “Before leaving the Mobility Store, walk around the entire vehicle with a member of the team and make sure that all scratches and dents are recorded in the rental agreement. Five minutes is all it takes to avoid any doubts or problems when returning the car.”
I cancelled my credit card immediately after returning the car
Some customers cancel or block the card linked to the booking immediately after returning the vehicle. However, there may still be toll charges that have not yet been reported or deposit amounts that have not yet been released.
Before cancelling or replacing the card, check with Drivalia that the rental has been fully settled and that there are no pending transactions associated with the booking.
How does Drivalia handle these situations when an unexpected issue arises during a car rental?
When something unexpected happens, having a direct point of contact can make all the difference. Instead of looking for solutions through different channels or waiting for a response, customers can speak directly with the Mobility Store team responsible for their rental.
Local teams know the area, access routes, airports and the most common situations at each destination. This allows them to assess the issue, explain the next steps and, whenever possible, find a solution more quickly.
Why is it important to have a Mobility Store nearby?
A physical Mobility Store gives you a direct point of contact if a problem arises during your trip. The local team knows the access routes, airports and the most common situations in the area, which makes it easier to assess each case.
Instead of relying solely on remote support, you can receive faster guidance that is better suited to your situation.
What should you do if an unexpected issue arises during your rental?
If any of these situations occur, follow these steps:
- Call the contact number provided in your booking documentation;
- Have your booking number and vehicle registration number to hand;
- Provide your exact location;
- Describe the issue briefly and clearly;
- Keep a phone number available while the issue is being resolved.
Drivalia recommends: “Save the Mobility Store contact number on your phone as soon as you collect the car. Don’t leave it only in your booking email. It is usually the first place people look when something unexpected happens, and they may not always have access to their email at that moment.”
Este verão, alugue carro com a This summer, rent a car with Drivalia and enjoy your holiday with peace of mind
No trip is completely free from unexpected issues. But the difference between a funny story to tell later and losing a day of your holiday because of a car rental problem often comes down to two things: checking the details before leaving the Mobility Store and knowing who to contact if something goes wrong.
If you are planning to rent a car this summer, take these simple precautions before collecting your vehicle:
- Confirm who will be driving;
- Check the fuel level;
- Take photos of any existing damage to the vehicle;
- Save the assistance contact number on your phone;
- Keep the credit card linked to the booking active for a few weeks after returning the vehicle, in case a toll charge is reported later.
These small steps take only a few minutes, but they can often make the difference between a smooth journey and an issue that could have been avoided.
