Renting a car can be a hassle-free experience if you do your homework. Julian Tan consults the experts.
Getting from point A to point B has never been easier with car rental companies offering so many choices to suit every itinerary and budget. But knowing which vehicle to choose and how issues like insurance schemes and indemnities work can be tricky. We pose some of your most frequently asked questions to three car rental experts – Avis sales manager Dalvin Sidhu, Budget marketing manager Yotying Ariyanontakul and Hertz director of marketing, Asia, Lo Li Wen.
How can car renters work out what they need from all the complex insurance schemes, waivers and indemnities that are usually offered when collecting a car?
Lo (Hertz): It is always advisable to book before arrival to allow ample time for checking and evaluating options. While various optional insurance schemes and services may be offered at the counter, remember that these are purely optional and car renters should only opt for those that they feel they truly require. When renting at Hertz, ask for our Affordable Rates, which come with unlimited mileage and Collision Damage Waiver (CDW)/Loss Damage Waiver (LDW) with excess and are for purchase by non-residents prior to arriving at the destination. For frequent car renters, they should enrol as a Hertz #1 Club Gold member. Their profile including their preferred payment mode and insurance options will be preloaded in the system, which saves them waiting time in queues and paperwork at the counter.
Sidhu (Avis): Car renters would really want to choose a rate that is CDW inclusive, ie Supervalue Rate. In Asia, Australia and Europe, the Supervalue Rates (offered by Avis) include CDW, which reduces the renter’s financial responsibility in the event of an accident. For example, if the CDW is £600 (US$1,231), the customer only pays up to a maximum of the first £600 for damages in the event of an accident. They can also purchase Super Collision Damage Waiver to reduce the excess even further. If in the US and Canada, LDW relieves the car renter and authorised additional drivers of responsibility for loss or damage to the Avis car when complying with the terms and conditions of the rental agreement.
Personal Accident Insurance provides accidental death and medical expense benefit to the renter and all passengers in the rental car. Additional Liability Insurance in the US is optional and gives additional protection for bodily injury or death and property damage, in addition to the limits provided with the rental, to raise the limit to one million dollars. Liability insurance provided by Avis varies in each state in the US and every state has minimum liability insurance benefits. It is safe to say that it is the client’s responsibility to provide coverage.
With so many corporate discount codes and promotional offers, how can renters ensure that they are getting the best deal?
Lo: Dynamic pricing is commonly practised by car rental companies and others in the travel industry including hotels and airlines. Rates are dependent on the supply and demand at the time of reservation. Global corporate rates are specially negotiated to meet the needs specific to the company’s travellers. In evaluating one has to look beyond the rates and see what the inclusions or exclusions are. Make sure you are comparing apples with apples.
Sidhu: Some corporate rate codes do not include insurance as the company is (already) providing a separate insurance provider for its employees on business rentals. A person on holiday might find his rental more expensive than someone on a business rental but his rate includes insurance. It all depends on whether the renter requires insurance or not.
Ariyanontakul (Budget): We have many promotional offers for our customers; this is dependent on the season.
Can car renters assume that the car they have booked will be waiting for them at the airport when they arrive??
Lo: Always check with the car rental company at the time of reservation about the pick-up location. In most cases, car rental companies will indicate on their websites whether the location is on- or off-airport. When it is an on-airport location, it will mean that there is a rental counter either within the airport terminal or within the airport compound. The cars will be parked at designated parking lots. Shuttle buses or monorails will be provided if it is not within walking distance from the terminal building. When it is an off-airport location, it will mean that car renters have to make their own way to the rental location situated outside the airport compound. In some cases, transfer may be provided to take customers from the airport terminal to the rental location. It works likewise when you return the car. To service the needs of time-sensitive business travellers, most major car rental companies have on-airport locations.
Sidhu: Always check with the car rental company whether they have an airport location. One of the benefits of renting from international car rental companies is that they have an airport counter.
Ariyanontakul: Budget is represented in most airports (worldwide), with the exception of some Thai airports where we have no terminal representation. We meet all reservations at the hotel meeting point with a prominent Budget sign.
How can customers be confident that the car model they booked will be provided? What is the procedure for claiming indemnity if their request is not met?
Lo: There are various makes and models in a specific car group. For example, Hertz’s car group C/mid-size at Los Angeles Airport comprises the Mazda 6, Toyota Corolla, KIA Optima and others. It is common industry practice that when a reservation is confirmed, it is the specific car group that is confirmed, not the specific make and model or colour. Requests for specific make and model or colour can be made at the time of reservation, but availability will only be confirmed upon car pick up at the counter. If the car group confirmed is not available, customers will normally be provided a free upgrade to the next higher car group at no additional surcharge.
Sidhu: There is usually no car type promised. Cars are booked according to groups and the car model customers are told or see is an example. They will be provided a car of the same capacity like engine size and luggage space. Avis offers the Select Series programme which caters to customers who want specific car models. In this case, customers will get exactly what they ask for. If they do not get what they ask for, then the rental station has probably overlooked the reservation and should offer alternatives.
Ariyanontakul: (Based on) our International Standard Services, if customers already made an advance booking but in that time the car they booked is not available, our policy is to upgrade to the higher car in the same category.
A car breakdown is the last thing on a driver’s mind. How quickly can a replacement be put in place?
Lo: It is important that customers choose to rent with major car rental companies that offer a wide network and service support. The Hertz Roadside Assistance 24-hour emergency telephone number is provided at all times on the front of the Hertz rental wallet and inside the glove box of all Hertz vehicles. In the unlikely event of a car being disabled, Hertz will get them going again as quickly as possible.
Sidhu: Customers can dial the emergency number in the event of a car breakdown. A replacement car is usually delivered within a maximum of a few hours depending on the customer’s location and traffic conditions.
Ariyanontakul: Within 24 hours or earlier.
In the unfortunate event of an accident in a rental car, what is your advice??
Lo: Call the car rental company immediately to report the accident. Do not admit any liability. You will be advised on what to do. Your liability for own vehicle and third-party damage will depend on the type of liability coverage purchased as well as the circumstances leading to the accident.
Ariyanontakul: Budget offers a 24-hour emergency hotline in conjunction with International SOS, an international emergency and roadside assistance organisation. An ambulance evacuation to the nearest medical centre can be arranged. Our Thai, English, Japanese and German speakers are available round the clock.
Questions raised were from Stuart Wines, vice-president, Asia Pacific of Radius Travel; Patricia Seow, managing director of BCD Travel Hongkong; and Jonathan Kao, assistant general manager of Farrington American Express Travel.
BEST TO KNOW BEFORE YOU GO
- BOOK YOUR CAR EARLY BEFORE THE DEPARTURE. This will ensure you get a vehicle that best suits your needs and itinerary. Upon arrival, pick up your car and you’re ready to go.
- READ THE FINE PRINT. Know what is included and what is not in the car rental rates – like limited or unlimited mileage, taxes, Loss Damage Waiver (LDW) or Collision Damage Waiver (CDW) and vehicle excess amount. At Hertz, we offer Affordable Rates that stretch your dollars.
- KNOW WHAT YOUR BASIC INSURANCE COVERS. Hertz Affordable Rates include LDW or CDW, which provides coverage for accident damage to the Hertz vehicle and/or third-party property, such that in the event of an accident, your liability is limited to a reduced amount of loss or damage. To enjoy greater peace of mind, ask for Accident Excess Reduction Option to further reduce your liability for accidental damage or loss to the minimum.
- THINK ABOUT THE TYPE OF VEHICLE YOU NEED. If you’re travelling with family and children, choose a mid- or full-size sedan or an MPV with lots of luggage space. It is advisable to go to a large car rental company as they carry a wide range of vehicles to choose from.
- OPT FOR GLOBAL POSITIONING SATELLITE (GPS). With a GPS in-car navigation system as your guide, you will never get lost. No more fumbling with maps, hunting for street signs or having to ask for directions. Less travel time is wasted and you get more peace of mind.
- FOR ONE-WAY OR INTER-CITY RENTALS, renting from large car rental companies with a wide network enables you more flexibility, like picking up a car from one location and dropping it off at another.
- ENSURE YOUR CAR RENTAL COMPANY OFFERS 24-HOUR EMERGENCY ROADSIDE ASSISTANCE. When you encounter problems with your car, you’ll want help immediately.
NEW CARS, NEW CHOICES
AVIS
In July the company announced that it was adding 500 Nissan Altima Hybrid vehicles to its US fleet, available at Avis locations throughout California. When renting a gas or electric hybrid vehicle, customers can choose either the Nissan Altima, a full-size hybrid vehicle with added space, or the Toyota Prius, a compact hybrid vehicle (1,000 of which were added to its fleet earlier this year and are available at locations like California, Portland, Ore., Seattle and Washington, DC. For information, visit www.avis.com
HERTZ
The petrol/electric Hybrid Toyota Prius sedan, which can travel up to 100km on 4.4 litres of petrol and up to 1,000km on one fuel tank, was introduced recently to its Australian fleet. Last October’s roll out of its Green Collection in Europe, which was in line with the company’s global initiative started in September 2006 in the US, saw 6,800 small, mid and full-size automatic and manual vehicles on the streets of the UK, Belgium, Italy, the Netherlands, France, Germany, Spain and Switzerland. They include models like the Ford Fiesta 1.4 TDCI, Ford Focus 1.6 TDCI, Renault Megane D 5CV and Skoda Octavia TDI. For more information, visit www.hertz.com
