Who can drive the replacement hire car?
The replacement hire car is insured via your own Motability insurance policy. Anyone who is insured to drive your scheme vehicle is also insured to drive the replacement hire car. If you have any questions relating to your own insurance, this should be raised with Direct Line Motability on 0300 037 3737.
Can I ask for a specific type of vehicle?
We'll try to provide you with a replacement to suit your needs, but it might not be possible to give you a specific type of vehicle. Your scheme contract does not guarantee a like-for-like replacement. We'll do our best to help but our priority is to find a solution to keep you mobile.
Can I take the replacement hire car overseas?
In the event you need to take the replacement hire car overseas (including the Republic of Ireland), you will need to go into your nearest Europcar rental station and fill out a VE103 form so we can provide you with AA Eurodrive cover. There will be no cost to you, and must be completed so you are insured to drive overseas.
Please be aware:
Are there any mileage restrictions?
If the replacement hire car period is for 27 days or less, you will have unlimited mileage. However, if it continues beyond 27 days, your mileage allowance is restricted to an average of 75 miles per day for the total duration of the hire car period. If you exceed this mileage then there is an additional charge of 35p per mile.
Am I liable for congestion charges and tolls?
You are responsible for all charges and tolls whilst the replacement car is on hire to you. If your travel plans involve entering congestion zones, you will be required to register the hire car with the necessary authority. If you are having any difficulty doing so, please contact your booking source who will raise this with Europcar.
For more information, please see Congestion Charges, Fines & Tolls
Extensions
All hire car extensions should be done via Motability Operations Ltd, RAC or Direct Line Motability, depending on who is managing the car hire. Any unauthorised extensions would incur additional charges to be applied.
What do I do if I lose the key?
If the hire car has been parked safely but the key has been misplaced, please contact your booking source who will raise this with Europcar. We can arrange for a new key to be ordered for you and delivered to your nearest Europcar rental station for you to collect. Please be aware that if we do need to order a new key that charges may apply. It may take up to 5 working days for the new key to be received.
What to do if I need Adblue?
If you receive any Adblue alerts while driving the hire car and your rental is less than 28 days, please go to your nearest Europcar station where we can top up the Adblue for you free of charge. If for any reason this cannot be done please contact your booking source and they will raise this with Europcar.
If your rental has lasted over 28 days. You will be expected to top up the Adblue yourself, however at your own cost.
What happens when my scheme car is ready?
You are only insured to drive one vehicle at any time, so once you are in possession of your Motability scheme vehicle you must stop driving the hire car. If you are collecting your Motability scheme vehicle from a dealership or service centre, please drive your hire car and hand it back there. Alternatively, if your Motability scheme vehicle is returned to your home address, please contact your booking source - Motability Operations Ltd, RAC or Direct Line Motability who will arrange for the hire car to be collected. Please be reminded to re-fuel your hire car before the rental is finished with and also be aware that from the point the collection is processed with the booking source, it may take up to 8 working hours for our Europcar station to collect your hire car.
Is there a minimum / maximum age for driving the replacement hire car from Europcar?
The minimum / maximum age is replicated with your scheme car insurance. All drivers must be listed on your insurance policy with Direct Line Motability. If you have any questions or or would like to make any changes, please contact Direct Line directly on 0300 037 3737.
Do you allow animals in your hire cars?
We do not allow any animals other than Assistance Dogs to be transported in our hire cars.
If you are travelling with an Assistance Dog we draw to your attention that we do not supply dog guards or any other form of animal restraint for our vehicles and you are therefore responsible at all times for the behaviour and well-being of your dog.
This responsibility includes ensuring that the dog is suitably restrained at all times so that it remains safe; it does not distract the driver or cause risk or injury to you or any other passengers sharing the hire car with you.
Can I smoke in the hire car?
Smoking, including the use of cigarettes or e-cigarettes, is strictly prohibited in all Europcar hire cars. If our team discovers any breach of this policy, a valeting charge will be imposed, and you will be responsible for covering these associated costs. Failure to make timely payments will result in notification to Motability Operations, potentially affecting your access to future replacement hire car services.
Should I clean my hire car before I return it?
The hire car should be returned to Europcar in a good and acceptable condition, similar to the way it was initially provided to you. Failure to meet this requirement will result in a valeting charge being imposed, and you will be responsible for covering these associated costs. Failure to make timely payments will result in notification to Motability Operations, potentially affecting your access to future replacement hire car services.
Extreme cases of mistreating the hire car will be referred to the Scheme Protection Team at Motability Operations and this may also impact your overall scheme agreement.
Manage my booking (change, extend, cancel)
All changes to your booking must be processed through your booking source who placed the hire car. Our Europcar stations are not permitted to make any changes to the booking. Please contact Motability Operations Ltd, RAC or Direct Line Motability, depending on who is managing the hire car.