Coronavirus Customer Information

Dear customer,
 
At a moment when the world is entering uncertain times, with national authorities taking extraordinary measures to contain the Covid-19 pandemic, disrupting the daily lives of our societies, we see ourselves as a provider of an essential service: contributing to the safe mobility of people and goods such as food or medicine.
 
Over the last two days, we have experienced an unexpected level of demand for vans, but also for cars, appearing as an alternative to public transportation and as a way to provide companies in various sectors with the means for their delivery services.
 
Our network remains at your service.
 
As the European rental leader, confronted with the decision to keep our stations open - or to close them, we consider that general interest must prevail. Please find here the list of stations that are remaining open and at your service, mainly in airports, railway stations, downtown, as well as in the suburbs (Vans & Trucks supersites).
 
Your safety, as well as the safety of our people, is our #1 priority!
 
In addition to the reinforced vehicle cleaning measures we have already implemented, with the systematic use of disinfectant agents, we are also currently deploying extra measures in these key stations: systematic desk disinfection between each customer and "zero contact" policy (vehicle key sealed in an envelope once disinfected).
 
We are here to help
 
Our Group, as a mobility service operator, has a 70-year tradition of service to the public and to local and international companies. Throughout this period, we will do everything in our power to continue this mission, with safety and flexibility.
 

Moving with flexibility

Europcar provides both flexible adjustment or cancellation free of charge for all of our customers.   

We have extended our free of charge modification and cancellation policy to your current or future  reservation for any pick-up until 31st of May 2020.

Modifications

Free and unlimited
You can adjust your booking at any time in the "Manage my booking" section

Cancellations up to 48 hours before pick-up

Free cancellations up to 48 hours prior to pick-up time
You can cancel your booking at any time in the "Manage my booking" section

Cancellations less than 48 hours before pick-up

Cancellations between 48h prior to booking and right up to the pick up time will be free for rentals until 31st May, please contact our call centers.
FRANCE : 0825358358 or via e-mail reservationfr@europcar.com
UNITED KINGDOM : 03713841007 or via e-mail reservationsuk@europcar.com
ITALY : 199307030 or via e-mail europcarres@europcar.com
SPAIN : 911505000 or via e-mail reservations.es@europcar.com
PORTUGAL : 219407790 or via e-mail reservas@europcar.com
BELGIUM : 23489212 or via e-mail reservations.belgium@europcar.com
FINLAND : 403062444 or via e-mail reservations@europcar.fi
NORWAY :  81551800 or via e-mail post@europcar.no
LUXEMBOURG : 404228 or via e-mail europcar@europcar.lu
DENMARK : 89331133 or via e-mail Reservations@europcar.dk
AUSTRALIA : 393306160 or via e-mail reservations@europcar.com.au
NEW ZEALAND : 33665574 or via e-mail info@europcar.com.au
IRELAND : +353 1 8122880 or via e-mail reservations@europcar.ie
GERMANY : (040) 520 18 8000 or via e-mail infomaster@europcar.com
USA and CANADA : via email webmaster@europcar.com
In France, in the framework of Covid 19, the ordinance dated March 25, 2020 allows travel service providers, including car rental companies, to offer credit notes to their customers requesting a cancellation between the 1st of March and the 15th of September 2020, of their upcoming car rental. The credit-notes have a validity of 18 months. The information of the proposed credit note must be sent on a durable medium (postal mail or email) no later than 30 days after the termination of the contract.  
Within 3 months at the latest from the notification of the resolution, the customer will receive a new proposal of service equal to the amount of the credit-note. The customer is free to use the credit-note as they wish. 
If at the end of the validity of the credit, the customer hasn't used the credit-note, they will be fully reimbursed for the amount of this credit.  
 
This ordinance applies for all bookings made on French booking channels, and for all bookings with a pick up in France.
 
 

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Frequently Asked Questions

Can I travel into a designated red zone with one of your vehicles?

We are not implementing any travel restrictions for our vehicles. Customers should follow local authority guidance or travel restrictions.

Can I move through any country of the European Union with this vehicle?

Under no circumstances can our vehicles be taken off the island of Ireland. Vehicles may travel into Northern Ireland and you must inform us of this on collection of the vehicle as charges may apply. Customers should follow local authority guidance or travel restrictions. Our standard policy and charges for one-way hires for drop off in different stations applies.

Am I sure I won't be contaminated by renting one of your vehicles. Do you put in place a special preparation of the vehicles?

All our vehicles are cleaned before hire and we have implemented additional cleaning measures including sanitising surfaces within the vehicle.

What will happen to my car rental if I suspect I have been infected or have been confirmed as infected with COVID-19 and need to quarantine while I am renting with you?

We're here to support you. During your car rental period, if you become infected or suspect you have been infected and need to quarantine and therefore cannot return your rented car, please inform us immediately. A 9 day-period must be respected for the car in order to minimize any risk of passing on the infection to other customers and therefore the vehicle will remain with you during this 9-day period, but you will not be charged for the rental from the day you contact us. Please do not touch the vehicle during this period. If you do not inform us of the reasons why the car has not been returned, we may have to charge you for additional days, which is clearly not our intention if you've been infected or quarantined.

Do you have any insurance that covers cancellations in case of force majeure or contingencies as confinement?

The insurance has to be contracted by customers to cover their risks. However, due to the situation, we have implemented a new Safe & Flex policy. Europcar provides both flexible adjustment or cancellation free of charge for all of our customers. We have extended our free of charge modification and cancellation policy to your current or future reservation for any pick-up until 31st of May 2020.

Contact Us: 01-8122880

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