RentalCover is separate from the rental company. Having RentalCover does not automatically remove the rental company’s card, security-deposit, or signed-agreement requirements.
The rental company is called the supplier on some Airport Van Rental screens. Ask the desk to explain which pickup rule it believes is not met before you make another purchase or leave the location.
Check the rule for your stage
Before booking: Read the selected offer's Rental Policies.
After booking and before pickup: Check the latest confirmed voucher and its offer-specific rules.
At and after pickup: Review the signed rental agreement before signing and keep the final copy.
These documents govern the rental company's pickup requirements. This article does not replace the terms you selected or signed.
1. Confirm what the desk means
Ask whether the issue is:
The rental booking cannot be found
Your payment card or deposit does not meet the pickup rules
The desk does not accept third-party protection as a replacement for its own requirement
An optional counter product is being offered
A product is required under the selected offer or local rental terms
These are different problems and may involve different companies.
2. Show the correct documents
Have these ready:
Your latest confirmed Airport Van Rental voucher
Your RentalCover confirmation and policy wording
Your driver’s license and other pickup documents
The payment card required by the selected offer
The rental company’s pickup terms
Follow RentalCover’s policy document and invoice guide if your documents are missing.
3. Ask for the requirement in writing
Ask the desk to show the relevant term and provide a written price for any additional product or charge.
Review the agreement before signing. Keep the final signed agreement and every receipt.
Do not assume that a counter product is optional or required without checking the selected offer and rental-company terms.
4. Contact the company that owns the issue
Rental company: Pickup eligibility, deposit, accepted card, vehicle, and signed agreement
RentalCover: Its policy wording, whether its documents are valid, cancellation, and claims
Airport Van Rental: A missing confirmed booking, voucher mismatch, or amount handled through Airport Van Rental
Review RentalCover’s rental-desk refusal guidance.
Do not switch rental companies without checking cancellation, no-show, price, and availability consequences. A no-show means the vehicle was not collected within the booking’s permitted pickup window.
Save useful evidence
Keep the voucher, policy documents, rental-company terms, proposed charges, signed agreement, receipts, staff name, location, and time.
Do not send a full card number, security code, password, or unnecessary unmasked identity document through ordinary chat or email.
Still need help?
For a live pickup issue, speak with the rental company first. Use the RentalCover Help Center for RentalCover policy questions.
If the rental company cannot find a confirmed booking or the voucher conflicts with the offer, contact Airport Van Rental. Open the Airport Van Rental Help Center and use the chat button. Have the booking number, pickup location, desk explanation, and any written price ready.