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To try and help answer any questions you might have we've listed below some of the questions we are most frequently asked. But if you can't find the answer to you question please don't hesitate to contact us on 0800 4584005 where a member of our team will be happy to assist | ||
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Questio n: |
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I have an existing quote and would like to book |
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Answer:
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Please call a member of our team on 0800 4584005 with your quote reference number and a member of our team will be happy to assist you. |
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Questio n: |
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I need to amend my booking |
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Answer:
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Please call a member of our team on 08004584005 who will be happy to assist you in updating your booking. |
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Questio n: |
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I need to put additional extras onto my booking |
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Answer:
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Please call a member of our team on 0800 4584005 who will be happy to assist you in updating your booking or email your request to reservations@gmcselfdrive.co.uk making sure you include your booking reference number |
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Questio n: |
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I have not received my confirmed voucher by email |
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Answer:
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Please either call a member of our team on 0800 4584005 quoting your reference or email us at reservations@gmcselfdrive.co.uk again quoting your reference and a member of our team will be happy to assist. If you have received your confirmation email but there is no voucher attached please click the link in the email and print out your voucher |
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Questio n: |
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I need to add flight details to my booking |
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Answer:
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Please call a member of our team on 0800 4584005 who will be happy to assist you in updating your booking or email your flight details to reservations@gmcselfdrive.co.uk making sure you include your booking reference number |
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Questio n: |
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How do I cancel my booking? |
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Answer:
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To cancel your booking, please either call a member of our team on 0800 4584005 Please have your name and reference number ready. |
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Questio n: |
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I need to extend my rental |
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Answer:
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If you have not yet collected the vehicle - please contact a member of our team to assist on 0800 4584005 or by email on reservations@gmcselfdrive.co.uk. If you have already collected the vehicle - It is possible to do this with the supplier locally, although this will be charged at the local rate which can be higher than that you have already paid. It is sometimes possible for us to arrange this on your behalf so you benefit from the same daily rate you are paying, so please contact one of our team who can follow this up for you using our Freephone number, 0800 4584005. |
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Questio n: |
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Can I do a one way rental? |
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Answer:
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One way rentals are usually possible and you will find these can be booked on line. Please note that a fee sometimes applies for a one way rental which will normally be paid to the supplier directly when collecting the vehicle. If you are having difficulties with your request online, please call a member of our team on 0800 4584005 who will assist you with your booking. |
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Questio n: |
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Can the vehicle be delivered and/or collected? |
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Answer:
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In selected locations this service is available - this should be requested at the time of booking. There will normally be an additional charge for this service. Please note - it is not usually possible to get deliveries to or collections from private residences. For more information please call on 0800 4584005 or email reservations@gmcselfdrive.co.uk |
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Questio n: |
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What is the Damage Excess ? |
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Answer:
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With almost all car rentals you will be required to leave a security deposit for your vehicle. Gmc selfdrive (in the event of damage to the vehicle), subject to our terms and conditions.
These documents must be sent to our customer service department within 28 days of the rental finishing. If accepted by gmc self drive your liability to pay for the damage with therefore be, limited to the cost you paid for the damage excess
In common with the car rental company's policies, gmc self drive cannot refund charges against items excluded in the provisions of the rental agreement. Full details of the exclusions to the cover will be available from the supplier when collecting the vehicle & should be shown on your rental documentation, as these differ from country to country and between suppliers, however some common exclusions include (but are not limited to):
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Questio n: |
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What is included in my rental? |
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Answer:
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Inclusions will differ between suppliers but as a rule will normally include the following: Unlimited miles, third party liability insurance, collision damage waiver, theft protection, premium location fees & local taxes. The inclusions for your particular rental will be clearly shown when booking and also on your rental documentation. If you have any questions, please do not hesitate to contact a member of our team on 08004584005 |
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Questio n: |
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What will I need to pay for locally? |
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Answer:
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Whilst Van Hire Blackpool provides inclusive rates, there are occasions where there will be fees payable locally. You will need to pay locally for any additional extras, for example, additional drivers, child seats etc or additional services such as domestic one ways, additional insurances. Any mandatory fees (non extras) payable locally will be clearly shown when booking and on rental documentation |
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Questio n: |
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What do I need to take to collect the vehicle? |
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Answer:
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When collecting the vehicle the principal driver will need to bring the rental voucher, their full driving license (both parts if a UK license) and a credit card in their name. It is often useful to bring a further means of identification - e.g. a passport. |
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Questio n: |
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I have completed my rental and have a complaint? |
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Answer:
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All complaints should be sent in writing to the Customer Services Manager at 98/100 Dickson Road Blackpool Lancashire FY1 2BU or by email to customerservice@gmcselfdrive.co.uk. Please include a copy of any paper work from the supplier or police as this will help us process your enquiry more expediantly. |
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Questio n: |
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Can I take the vehicle out of the country of rental? |
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Answer:
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At the moment overseas travel from the UK is not permitted with our vans. If you have any additional queries please contact us at reservations@gmcselfdrive.co.uk or on 0800 4584005 |
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Questio n: |
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Why do I need to sign an agreement locally ? |
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Answer:
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Van Hire Blackpool acts as a van rental broker. Bookings made through us are subject to, firstly, our own terms and conditions. These cover your agreement with us and will be provided with your rental documentation, as well as being available on our website. The actual rental of your vehicle will then also be subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the rental company which supplies the vehicle. You should satisfy yourself that you understand (and agree) to the terms and conditions of the contract. If you have any further questions regarding this, please do not hesitate to contact a member of our team on 0800 4584005. |
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Questio n: |
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I've found a better price |
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Answer:
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Van Hire Blackpool works very hard to secure the best possible prices for our vans and we will do our best to beat any like for like price. |
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Questio n: |
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How do I pay for additional extras? |
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Answer:
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Additional Extras will either be payable in advance or payable locally when collecting the vehicle from the supplier. Most will be payable locally, for example child seats, additional drivers, ski racks etc, but supplementary Van Hire Blackpool products will be paid for at the time of booking. |
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Questio n: |
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What should I do if I am involved in an accident? |
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Answer:
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In the event of any mechanical difficulties or accidents involving your van, it is important that you advise the local van rental company as soon as possible, (within 24 hours). In the case of an accident the local police should be advised and a police report completed, and the full details of the 3rd party should also be taken. You will need to complete a full accident report form when returning the vehicle to the supplier. The van rental company must give authority to replace or repair a vehicle. It is important that you retain a copy of all documentation for your own records |
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Questio n: |
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How can I contact you? |
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Answer:
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We are contactable by phone, fax, email or post as follows: Phone: 0800 4584005, Fax: 01253620887, Email: reservations@vanhire-blackpool.co.uk, Postal Address: 98/100 dickson road blackpool lancashire fy1 2bu |
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Questio n: |
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How do I know where to find the supplier? |
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Answer:
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Your voucher will clearly state the address of your vehicle supplier. If an airport pick up it will state whether or not the operator has a desk in the terminal. Some airport operations are meet and greet and this will be clearly stated on your voucher if this is the case. We will be happy to assist in the event you cannot locate the office and can be reached via our freephone help line on 0800 4584005 |
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Questio n: |
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I have been charged by the supplier - what is this for? |
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Answer:
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There can be a number of reasons for local charges, including but not limited to: - refuelling charges, additional extras, damage to the vehicle. When you collected your vehicle you may have purchased and signed for some of these. Your documentation from the supplier should list the charges made. Should you be unable to understand the documentation, please contact our customer service department who will be happy to assist you. Naturally to do this we will need to contact the supplier & pass on your comments which may take up to 28 days. Please contact our customer service department on 0800 4584005 or by email customerservice@vanhire-blackpool.co.uk with any questions. |
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Questio n: |
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I have previously bought the Damage Excess Refund product for car hire - can I get this cover for van hire? |
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Answer:
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Currently we do not offer the Damage Excess Refund product for van hire. |
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Questio n: |
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I've lost my booking reference/ voucher |
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Answer:
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Please call one of our team on 0800 4584005 who can assist you in locating your booking reference. If you already have your reference, but need a copy of your voucher, they will be able to assist you with this also. |
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Questio n: |
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What do I do if I have points on my license? |
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Answer:
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It may still be possible to rent a van, depending on what the points are for and when they were received. Please contact a member of our team on 0800 4584005 or reservations@vanhire-blackpool.co.uk who will be able to check with our van rental partners whether they will accept a booking with your endorsements. |
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Questio n: |
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What happens if my flight is delayed or cancelled? |
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Answer:
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In the event of a delay, if you have already provided us with your flight details then the supplier will be able to track this. In the event of a long delay, you can also contact our team who can advise the location of your situation. In the event of a cancellation, please advise our team as soon as possible, as we will need to cancel the vehicle with the supplier and failure to notify us will result in charges. |
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Questio n: |
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I need a child seat - are these guaranteed? |
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Answer:
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As child seats are mandatory in most countries, by requesting them in advance they are almost always available. It is important to allow us as much time as possible to confirm them with the suppliers, so please try to let us know at least a week in advance. Please note that you will be required to fit child seats yourself. For older children it is advisable to take your own booster seat with you when travelling. |
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Questio n: |
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The office is closed when I need to collect the van - what can I do? |
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Answer:
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Please call one of our team on 0800 4584005 who can assist you with a solution. It may be possible to arrange an out of hours pick up with the supplier, however there is normally an additional fee payable locally for this service. |
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Questio n: |
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I can't find the vehicle I want to rent |
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Answer:
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In order to make sure our site is user friendly, not all vans will always be shown on the internet, although we always endeavour to show you our best deals. Please call one of our team on 0800 4584005 who will be able to discuss alternative vehicles available with you |
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Questio n: |
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My details are incorrect on my voucher |
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Answer:
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Please call one of our team on 0800 4584005 or email the request with your booking reference to reservations@vanhire-blackpool.co.uk who will be happy to assist in correcting the details |
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Questio n: |
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Can I rent a van if I don't have a credit card? |
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Answer:
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Most rental companies require a credit card in the lead driver's name for the security deposit. If you do not possess a credit card in your own name, please call our team on 0800 4584005 who can check with the suppliers in the location you are renting at to see whether any can accept a cash deposit. |
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Questio n: |
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Do I need both parts of a UK driving license? |
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Answer:
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Yes - it is important that you provide the paper part of your license as well as the photo card. The company will not be able to supply you with a vehicle without this. |
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Questio n: |
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Why do you need a flight number? |
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Answer:
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By providing us with a flight number, this ensures that the supplier is aware of when you should be arriving, but will also be able to check on any delays. Without this information the supplier could assume you were a 'no show' and rent the vehicle to another customer. |
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Questio n: |
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What is an international driving license & when is it needed? |
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Answer:
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The International Driving Licence (IDL) is recognised worldwide and identifies its holder as a properly licensed driver. It is normally valid for 5 years but does not replace a valid National Driver's Licence which will always be required. It enables local traffic police and rental companies to understand the language on your normal driving licence. The IDL is not required where English is the primary spoken language of the country. It is also not mandatory in many countries within Europe, but is recommended for most due to language barriers. The requirement for the IDL will be clearly shown during the booking process and on your rental documentation. If you are in any doubt please do not hesitate to contact a member of our team for further information on 0800 4584005 |
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Questio n: |
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Is it possible to reduce the vehicle excess? |
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Answer:
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It is normally possible to reduce the excess on the vehicle by purchasing additional insurance from the supplier locally. Such insurances are sometimes called Master Cover or Super CDW & can reduce the excess down to anything as low as zero in some cases. |
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Questio n: |
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What are the minimum and maximum ages to rent a vehicle? |
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Answer:
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These may differ by location and between rental companies. You will be advised at the time of booking about the restrictions in place, and this will also be shown on the rental documentation. If you are aged under 25 or over 65 and are at all in doubt, please do not hesitate to contact one of our team on 0800 4584005 who can run through all the available options with you. |
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Questio n: |
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I've been told my van is 'on request' - what does this mean? |
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Answer:
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When a van group is on request this is likely to be due to a limited amount of these vehicles in the fleet, so we need to contact the supplier to confirm availability. You will be contacted within 48 hours to advise of any problems should they arise. |
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Questio n: |
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How much is the security deposit likely to be? |
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Answer:
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These will differ between rental companies. You will be advised at the time of booking about the terms in place, and this will also be shown on the rental documentation. In most cases you will be required to leave a deposit equal to the excess amount and to cover the fuel element of the rental. You may also need to leave a further deposit to cover any additional extras taken locally. |
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Questio n: |
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What is a security deposit & why must I leave one? |
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Answer:
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A security deposit is the name given to the amount the supplier blocks at the start of the rental to cover themselves for potential costs with the rental. This normally takes the form of an amount blocked on the principal driver's credit card and will normally be the excess amount, plus fuel deposit. Additional extras can carry additional deposit requirements. This deposit ensures that the customer can cover any damage to the vehicle or cover the cost of refuelling the vehicle in the event they don't and is standard practice in van rental. Provided the van is returned in the same condition as rented, the security deposit will be returned in full at the end of the rental. |
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Questio n: |
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I have not received my postal confirmation voucher. |
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Answer:
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Van Hire-Blackpool normally sends out vouchers by email. If you would prefer a postal confirmation voucher or fax copy please contact us on 0800 4584005 and we will be happy to arrange this. |
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Questio n: |
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I returned my vehicle early - can I have a refund? |
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Answer:
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Unfortunately we are unable to refund any unused days or make refunds on vehicles returned early. |
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Questio n: |
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What is my booking reference? |
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Answer:
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Your booking reference is an alpha/numeric reference which you will receive at the time of booking. This makes it easy for our team to identify you when communicating with you or the supplier regarding your booking. |
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Questio n: |
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Can I book a van for today? |
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Answer:
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This will be possible at certain locations, many of which will be available to book on-line. If you are unable to make your booking on line, please call a member of our team on 08004584005 who will be able to assist with your query. |
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Questio n: |
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Why must I speak to a member of your team to cancel? |
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Answer:
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We find it important to speak to the customer to ensure that the booking really needs to be cancelled or if there is a better solution. It also prevents bookings being cancelled in error. |
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Questio n: |
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Is personal accident insurance included? |
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Answer:
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In most cases personal accident insurance is available with the supplier directly when collecting the van and can be purchased locally. Where we have negotiated rates including this, it will be shown on the inclusions when booking and on your rental documentation. Please note, personal accident insurance may already be included in your holiday insurance policy so please check it carefully. |
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Questio n: |
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Is it safe to book with a credit card on the website? |
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Answer:
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The Van Hire-Blackpool website has has been certified as part of the VeriSign Secured Seal program. This means your credit card and other confidential information is protected with industry leading SSL encryption. For more information please see www.verisign.com |
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Questio n: |
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Are snow chains/ tires guaranteed? |
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Answer:
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Snow chains & tires are available at some locations and should be requested at the time of booking. Unfortunately due to demand these cannot always be guaranteed, so the earlier these can be requested the better the chance of securing these. These options will incur a fee, which will be payable to the supplier locally at the time of pick up. |
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Questio n: |
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Are snow chains/ tires automatically included when picking up in ski resorts? |
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Answer:
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These items are not automatically included and in most cases need to be requested at the time of booking, and paid for locally. The inclusions for your rental will be clearly shown at the time of booking and on your rental documentation. |
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Questio n: |
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What is a winterisation fee? |
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Answer:
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A winterisation fee is an amount charged by some suppliers during certain periods of the year to cover the cost of additional equipment added to the vehicle over this period. Please check your inclusions if renting in Austria, Switzerland, France during the winter season to check whether this applies and whether this fee is included or charged locally. |
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Questio n: |
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The rental company did not have a record of me - what should I do? |
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Answer:
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Please contact a member of our team as soon as possible using our Freephone number 08004584005 |
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Questio n: |
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How are van hire 'days' calculated? |
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Answer:
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Van Hire-blackpool works on a 24 hour clock, so if you rent from 10am Monday to 10am Tuesday this is considered 1 day. If you rent from 10am Monday to 1pm Tuesday you have then passed 24 hours and have therefore entered a second day of rental and will therefore be charged for 2 days rental. Please therefore check your times carefully when booking as times can have a big impact on price. |
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Questio n: |
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How can I find out about your special offers? |
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Answer:
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The best way to keep informed on our current deals is to sign up to our newsletter, which is always packed with our latest specials & points of interest for various locations. To subscribe simply enter your email details on our home page. |
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Questio n: |
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What is the fuel policy? |
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Answer:
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Most rental companies will provide the van with a full tank of fuel and you will need to return the van full. (Most will take a security deposit for the fuel from you when collecting the van). If you do not return the van full then they will charge you a local rate for refuelling along with a refuelling charge. Due to the higher costs involved with this, we would recommend returning the van full. Some of these companies will offer you the chance to prepurchase your fuel in advance, in which case if taken, you need to return the van as empty as possible. Finally there are companies which will provide you with a full tank of fuel, charge you locally for this and advise you to return the van empty. If you are renting for 3 days or less you should highlight this to the company at the time of renting in case they can work out an alternative fuel plan with you. We will always provide you with details of the fuel plan on your rental documents so you are aware of the policy of the rental company. |
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Questio n: |
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Do you cater for disabled drivers? |
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Answer:
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In certain locations, with certain suppliers specialised vehicles may be available. Please contact our team on 0800 4584005 or email reservations@vanhire-blackpool.co.uk for further information regarding this. |
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Questio n: |
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Are there exceptions to the insurance cover? |
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Answer:
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In common with most insurance policies there are exceptions to and circumstances which invalidate the insurance. These may include, but are not limited to: damage to windscreens/windows, the underside and roof of the vehicle, tyres and wheels, lost keys, when the vehicle is driven off-road or on un-tarmacked road, driving without due care & attention or negligently, driving under the influence of drugs or alcohol. These will be clearly shown in the booking process & on the rental documentation. |
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Questio n: |
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Can I drive my vehicle off road? |
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Answer:
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Insurance does not usually cover taking vehicles, including four wheel drives off road or onto untarmacked tracks, so we strongly recommend that you do not do this as it may invalidate your insurance. |
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Questio n: |
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What is the facility charge at Miami and Las Vegas International airports? |
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Answer:
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A Facility charge has recently been introduced at both airports to contribute towards building new facilities. This charge, if not included in your rental, if payable to the supplier locally when collecting the vehicle. |
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Questio n: |
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The price has changed since I last checked |
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Answer:
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Van Hire-blackpool has a dynamic pricing policy & prices are subject to change at any time. Unfortunately we cannot honour prices previously seen unless you have a quote held with that price. |
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Questio n: |
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A lot of companies charge for amendments - do you? |
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Answer:
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Van Hire-blackpool currently offers it's customers free amendments, giving you peace of mind should your travel plans change. |
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Questio n: |
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What is an out of hours fee? |
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Answer:
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If the supplier agrees to open a location outside of it's regular hours to provide a vehicle to you, then they will usually charge a fee for doing this - this is called an 'out of hours fee'. This fee covers the cost of staffing the location and is payable locally when collecting the vehicle. |
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Questio n: |
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What should I do when returning the vehicle? |
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Answer:
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When returning the vehicle you will need to have your rental paperwork from the rental company ready to hand over. This will detail the mileage & any damage on the vehicle when you collected the vehicle. Van Hire-blackpool strongly suggests when returing the vehicle that you take the time to walk around the vehicle with the representative from the rental agency to inspect for damage before signing the documentation as this can reduce any problems further down the line. You will receive a final copy of the documentation from the supplier to take with you - please keep this safe. |
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Questio n: |
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I need a vehicle over a major holiday period |
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Answer:
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When renting over a major holiday period, Van Hire-blackpool suggests that you try and book your vehicle as far in advance as possible. Like holidays over this period, availability does become more scarce & prices do rise, so by booking earlier it is possible to secure the best deal. Key times of the year to be aware of are: Easter, Christmas, School Holidays, Late July through Early August |
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Questio n: |
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How many people can the vehicle hold? |
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Answer:
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Van Hire Blackpool will show the recommended number of people the vehicle can hold whem booking and on all customer documentation. It is important that this is adhered to as this is the number of people the vehicle is insured for. |
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Questio n: |
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What should I do if the van breaks down? |
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Answer:
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In the event of any mechanical difficulties it is important that you advise the local van rental company as soon as possible, (within 24 hours). The van rental company must give authority to replace or repair a vehicle. In the event of any unresolved difficulties, please do not hesitate to contact a member of our team. Please note it is not advisable to leave your vehicle in the event of a break down as contents are often not covered. |
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Questio n: |
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Is mileage always unlimited, if not, when isn't it? |
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Answer:
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In most cases your rental will include unlimited mileage, however with some speciality/prestige vehicles and rentals in remote locations in Australia or Canada there will be a limit to the kilometers above and beyond which a charge will be levied. The mileage policy will be clearly shown at the time of booking and on your rental documentation. Should you have any further questions regarding this, please do not hesitate to contact a member of our team. |
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Mon Apr 20 16:19:26 IST 2009 © Copyright Vanhir-Blackpool 2009 |
