What to Do if Your Car Rental is Unavailable Upon Pickup

• Learn what to do if your rental car is unavailable at pickup
• Explore when you should opt for a different car if your rental car is unavailable
• Discover how you can find alternative options if your car is unavailable

Nine times out of ten, the rental car you’ve chosen will be available upon pickup. Sometimes, however, the rental company may inform you that the vehicle you chose at the time of booking is unavailable, or in the worst-case scenario, that there’s no car available at all. This article will offer insight into why your rental car may be unavailable, as well as some of the actions you can take if this is the case.

Understanding why the car you’ve chosen is unavailable

There are a number of different reasons why your chosen rental car may be unavailable, many of which may be outside the control of the rental company. Please see a list of these reasons below:

• Late return of vehicles: Rental companies rely on their customers to pick up and drop off their vehicles on time. This ensures they have enough time to complete safety checks and valet the vehicle for the next customer. If a customer is late for their drop-off or simply hasn’t turned up at all, your chosen vehicle may be delayed or unavailable.
• Maintenance or repairs: Another factor that could cause your vehicle to be unavailable is maintenance and repairs. If a previous customer has broken down and requires roadside assistance, this may delay drop-off. Similarly, sometimes a vehicle requires maintenance and repairs after drop-off, which can cause delays or unavailability for the next customer.
• Pickup location: The location you choose to pick up your vehicle is another mitigating factor that can determine the availability of the car you’ve chosen upon booking. If your pickup location is situated in a more rural, less-used area, the branch's fleet of cars may be smaller. With this in mind, why not consider hiring a rental car from an airport or a major city?
• You’ve arrived early or late: Sometimes, the unavailability of your car may be down to you. If you’re running late, a rental company will generally hold your vehicle for up to two hours after your scheduled pickup time. If you do not inform the rental company of your delay in due time, the rental company may offer your vehicle to someone else. Similarly, if you arrive too early, your vehicle may not be ready.
• Extenuating circumstances: Sometimes, things can go wrong that neither you nor the rental company can plan for. Whether this is down to a Force Majeure event, a natural disaster, or simply some uncharacteristically poor traffic conditions, it’s important to be patient and empathetic in these situations. In such cases, the amount of cars a rental company may have available will be reduced, and you may have to wait longer than you’d planned.

Understanding your options if your car is unavailable

Thankfully, if your rental company lets you down with your chosen vehicle, there are several different actions you can take to get on the road as quickly as possible.

• Check the status of your booking: Sometimes, a rental company may contact you in advance to tell you that your chosen car is unavailable or to offer you a different car. With this in mind, it’s always wise to check your emails and booking status in the days and hours before your pickup to keep up with any updates and avoid unnecessary delays upon arrival.
• Opt for a different vehicle type: If your chosen vehicle is unavailable, we understand that this can be frustrating. However, the rental company may be able to offer you a different type of vehicle for a similar price. Granted, if you have specific travel requirements regarding car type and passenger count, then the next action may be your best bet.
• Inquire at nearby branches: If your chosen branch does not have your chosen vehicle available, you may have the option to pick it up from an alternative branch nearby or have that vehicle brought to you. If the fault is with the rental company, any additional expenses will be covered, and you may even receive a courtesy discount or special offer.

Please note that despite the reasons and actions outlined above, if a rental company is unable to provide the vehicle you’ve chosen upon booking, they may be in breach of contract. Before booking, it’s always worth consulting the terms and conditions to understand your rights. Most of the time, you’ll be refunded by the rental company for your booking and any associated costs. In the unlikely event the rental company refuses to refund you, you may be able to claim a refund directly from your credit card provider.