Our registered offices are : Travel Networks Europe Ltd Suite 3, Houghton Square, London SW9 9AN Tel : 0207 622 6611 Fax : 0207 900 2859 Email : uk@carjet.com Office hours : We can service telephone calls from 8am-6pm Mondays-Fridays and 9am-5pm at weekends. Closed on Christmas Day & New Years Day only.

We've been a leader in internet car hire since 1998 - and one of the reason's we're still here is because we take complaints seriously and try and resolve them correctly and efficiently. If something is not to your liking, please get in touch with us and give us the opportunity to put things right.

You're most welcome to call us on the number which is shown at the top of every page if there is something we can do to sort things out immediately. Or just for a chat. If your complaint is connected to your experiences when you collected your car, we're going to need to open a file to record things and forward them (often translated) to the car rental provider - so we're going to need a full summary of what went wrong in writing, preferrably via email.

Customer Services E-Mail Address :
In your email, please try and provide as much information as possible, particularly the costs you may have incurred and any support paperwork. We will respond to your email within 48 hours, confirming our actions and transmitting your complaint to the local office for verification/reports etc.

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Our Cancellation Policy
On most of our cars, we offer free cancellation at any time up to the start of the rental. We do ask you to contact us via email to request the cancellation - this frees up the car for other customers. If you need to modify your car rental booking once you've collected the car, please see the FAQS here.

Credit Cards Everytime you use a credit card in a shop, or on-line, the credit card company charges the retailer a commission of around 2% of the sale price. On big vehicles, like people carriers, this fee can cost up to 20,00 EUR - often more than the low profit margins we earn on the entire sale! Since our customers can choose to pay via debit card (without penalty) or indeed pay on arrival in many locations, we will pass on the credit card surcharge as part of the rental of the car when you checkout. Debit cards Debit cards cost us a small fixed fee per transaction. We do not pass this fee onto our customers, so there are no surcharges if you pay using a debit card.

Wherever we can, we sell our car hire in the currency of the country. This is perfectly sensible, if you think you about it - anyone selling you a car in another currency is simply "estimating" the equivalent cost and marking it up a bit extra to cover the risk of a change in the exchange rate. By paying in Euros for a Spanish car hire (for example), you're paying for the car in the local currency - at local prices.

After you have entered your dates/times/location you will be presented with a list of available vehicles. These vehicles are listed by Rental price in an ascending order. To view insurance or pick up information relevant to that particular vehicle; please click on the image of the car or the "Info" button. This will load up a small window which shows you specific details. Alternatively, all the information will be displayed on the next page after you have selected a Rental price.

Usually it is possible to set up a Full/Full fuelling policy once you have typed in all your dates/locations etc. On the left of the screen there is a list of filters. By opening up the "Fuel Policy" filter you should be presented with all the fuel arrangements.

If you find your flight is going to be delayed, it is most important that you call us at Carjet to make revised arrangements for your car hire. Normally we can make sure the supplier is aware of the delay, and so keep your car for you until your plane arrives. (This is why flight number are so important on bookings!). If it appears that your flight will be diverted as well - as can sometimes happen at Murcia San Javier airport, for example, - then we can usually arrange for you to collect your car from the new destination. This might involve having to pay a one-way hire charge, but at least there will be a car waiting for you!

Normally speaking, for the supplier to allow you to sign the car hire contract, you will need to present a valid full licence (all parts if you have a multi-part licence). Original, no copies.

For holders of a UK licence, it is sometimes possible for you to arrange for the DVLA to fax a "Certificate of Entitlement" to the supplier. Only certain suppliers will allow this at a few locations. You should contact our call center for more details.

If you decide to do this, please bear in mind that the local police may not recognize this certificate in the event that you are stopped for any reason.

About 98% of bookings are confirmed in 24 hours or less. Over 70% are confirmed in less than 1 hour. So, what has happened to the confirmation e-mail?

If you think you have been waiting too long, the first place to look is in your Customer Zone, to see if you have a confirmed voucher waiting for you there. If so, then that is really all you need. The e-mails are only a courtesy informative message.

E-mails often disappear into junk mail folders, or are even deleted by junk mail filters at your e-mail server before you ever get to see them! One simple solution is to make sure that Carjet.com is in your contacts list.

On the other hand, if you do not have a voucher, and you think you have been waiting too long, please contact our call center. There is always a good reason, which our agents are trained to resolve quickly for you.

The car hire booking, and the Top Up insurance policy are in effect two different, but linked, products. This means that in your customer zone you have access to see and print the voucher, as one product, and the policy document as another product. You can find both inside the section related to the booking.

When you "view" your booking, you will find there is a tab labelled "Billing". The Billing section is where you will see details of all payments connected to the car hire and the Top Up.

Please remember that the Top Up insurance is a private contract between you and the insurer, purchased through Carjet as the agent. The car hire supplier has nothing to do with the Top Up insurance, and does not need to see the policy, nor to know anything about the cost.

1. If you hold a European licence, the simple answer is "No, you don't". However, if your licence is not written in Latin alphabet (e.g. Cyrillic) then you would be well advised to get an international licence.

2. In most other cases, if the licence can be read in the country where you intend to hire your car, (e.g. same alphabet - example: US licence in Spain and vice versa) then your licence will be fine. If the alphabet does not match, then you will need to get an international licence.

3. If in doubt, try to get an international licence, just in case.

4. Please remember, provisional, or learner's licences are never accepted for car hire.

Most suppliers insist on you presenting a Credit Card before allowing you to take their cars. This is so they can keep a pre-authorized block on the card against you causing mis-use damage to the car.

However, Carjet has agreed with some suppliers at certain locations to accept a Debit Card from customers with a Carjet voucher. In return, the suppliers in question insist that the customer pays for their SuperCDW extra insurance at the desk when collecting the car. Our Top Up insurance will not serve this purpose, by the way.

If you need the Debit Card option, please contact our agents at the call center, who can give you more details

Certainly. Just click one of these links : Silver Policy Key Facts : Gold Policy Key Facts