holiday autos customer charterWhen holiday autos was born in 1987, our mission was to revolutionise leisure car hire by focusing on the customer and championing their car hire needs.
So we worked hard to offer an easy booking process with low, clear prices and no hidden extras. This is still the driving force behind our brand and the essence of everything we do.
Our customer charter outlines our promise to provide you with a simple and enjoyable
car hire experience from start to finish.
- Before you make your booking:
- When you book your car hire with us:
- Once your booking is confirmed:
- Having problems?:
- When you get home we will:
Before you make your booking we will:
- Offer helpful information via our handy destination guides, useful tips and useful links page.
- Offer you the chance to sign up to our newsletter - full of latest deals, special offers and exclusive discounts.
- Provide details of the types of cars available for you to book. This will include a clear breakdown of all the costs applicable to your booking with NO hidden extras.
- Give you a brief explanation of each vehicle group and the specification you can expect.
- Only work with the best national and local car hire suppliers.
- Search the market to ensure our rates are some of the most competitive around. In the event you find the same deal cheaper, we’ll honour the cheaper price with our pricematch guarantee*.
- Allow you to email yourself any car hire search results, and those quotes will be valid for 48 hours.
- Be available to help you make your car hire booking, or answer any queries, between 7am to 10pm, seven days a week through our excellent call centre.
*Subject to terms and conditions.
When you book your car hire with us we will:
- Give you the option to alter, or add to, your booking before you complete it (clearly stating the costs) by:
- giving you various options to upgrade your chosen vehicle
- offering you the opportunity to add air-conditioning
- allowing you to add an additional driver(s)
- offering you the chance to book our damage excess and cancellation protection waiver products for total peace of mind
- offering pre-bookable extras such as child seats and a GPS.
- Give you a choice of card payment options.
- Emailing you confirmation of your car hire booking within seconds; unless there are some aspects of your booking which we need to confirm with our car hire suppliers.
- Inform you if your chosen car cannot be confirmed immediately upon booking and aim to get back to you within 48 hours to confirm availability.
- Offer you the opportunity to offset your carbon emissions via our carbonwise scheme
Once your booking has been confirmed we will:
- Send you a booking confirmation email containing:
- a link to your booking voucher
- a reminder about what you must have with you when you pick up your car
- top tips for a great car hire experience
- Confirm the details of your booking - explaining exactly what is included in your rental price and any extras you have pre-booked.
Having problems whilst you’re away? We’ll help by:
- Being there for you at the end of the phone 24 hours a day with advice and assistance. Simply call the number on your booking voucher.
- Doing our very best to sort things out as quickly and efficiently as possible.
When you get home we will:
- Process any claims for Damage Excess Waiver as quickly as possible.
- Follow up any issues you may raise about your car hire experience.
- Consider sharing any comments you make to us on our customer comments page.
- Send you a survey asking you to rate your experience with us and to make any recommendations about how we can improve our service.
- Keep you informed of forthcoming offers, exclusive promotions and fantastic new deals through our newsletters.