Help

Answer: Please call a member of our team on 1800 017 503 with your quote reference number and a member of our team will be happy to assist you.

Answer: Please call a member of our team on 1800 017 503 who will be happy to assist you in updating your booking.

Answer: Please call a member of our team on 1800 017 503 who will be happy to assist you in updating your booking or email your request to reservations@traveljigsaw.com.au making sure you include your booking reference number

Answer: Please allow 72 hours for your confirmation voucher to be sent. If after 72 hours you haven't received your voucher please either call a member of our team on 1800 017 503 quoting your reference or email us at reservations@traveljigsaw.com.au again quoting your reference and a member of our team will be happy to assist. If you have received your confirmation email but there is no voucher attached please click the link in the email and print out your voucher

Answer: Please call a member of our team on 1800 017 503 who will be happy to assist you in updating your booking or email your flight details to reservations@traveljigsaw.com.au making sure you include your booking reference number

Answer: To cancel your booking, please either call a member of our team on 1800 017 503 Please have your name and reference number ready.

Answer: If you have not yet collected the vehicle - please contact a member of our team to assist on 1800 017 503 or by email on reservations@traveljigsaw.com.au. If you have already collected the vehicle - It is possible to do this with the supplier locally, although this will be charged at the local rate which can be higher than that you have already paid. It is sometimes possible for us to arrange this on your behalf at so you benefit from the same daily rate you are paying, so please contact one of our team who can follow this up for you using our International Freephone number, 00800 4473 3000.

Answer: International and Domestic one way rentals are usually possible and you will find these can be booked on line. Please note that a fee sometimes applies for a one way rental which will normally be paid to the supplier directly when collecting the vehicle. If you are having difficulties with your request online, please call a member of our team on 1800 017 503 who will assist you with your booking.

Answer: In selected locations this service is available - this should be requested at the time of booking. There will normally be an additional charge for this service. Please note - it is not usually possible to get deliveries to or collections from private residences. For more information please call on 1800 017 503 or email reservations@traveljigsaw.com.au

Answer: 

When collecting the vehicle you will be required to leave a deposit to the value of any insurance excess which may be charged by our car rental partner if the car is damaged during the rental. The maximum excess will be shown in the terms & conditions during the booking process.

The TravelJigsaw Excess Refund product which, if purchased prior to collecting the vehicle, will cover you for damage excess that you may be charged (please see the note below on inclusions & exclusions). The damage excess can be reclaimed through TravelJigsaw subject to our terms and conditions, provided you forward a copy of the following to TravelJigsaw.

• a copy of the supplier accident report form, (this should be completed before completing the rental).


• a copy of your vehicle check in & check out documents which clearly show the new damage being charged for.


• evidence of payments deducted on your credit card.

These documents must be sent to our customer service department within 28 days of the rental finishing.




Product Information:




Inclusions

• Damage excess liability

Exclusions

• Damage caused to the windows, windscreen, glass, interior, personal belongings, wheels and/or tyres, the roof or undercarriage


• Where the driver is under the influence of drugs and/or alcohol


• Where the driver was not a named driver on the rental agreement


• Towing charges or damage caused by the rental vehicle being towed by an unauthorised third party


• Off road time as a result of damage


• Where the vehicle has been driven negligently or without due car & attention, including driving off road & on un-tarmacked roads


• Damage to contents or people in the vehicle


• Theft of the vehicle

In the above circumstances, your liability to pay for the excess will not be waived and you may be liable for the full cost up to and exceeding the excess.

For further information regarding this product, please do not hesitate to contact a member of our team.

Answer: Inclusions will differ between suppliers and from country to country but as a rule will normally include the following: Unlimited kilometers, collision damage waiver, theft protection, premium location fees & local taxes. The inclusions for your particular rental will be clearly shown when booking and also on your rental documentation. If you have any questions, please do not hesitate to contact a member of our team on 1800 017 503.

Answer: Whilst Traveljigsaw provides inclusive rates, there are occasions where there will be fees payable locally, these include, but are not limited to: Contract Fee - South Africa, Government Tax - Australia, Licensee Fees in Barbados & Jersey. You will also need to pay locally for any additional extras, for example, additional drivers, child seats etc or additional services such as domestic one ways, additional insurances. Any mandatory fees (non extras) payable locally will be clearly shown when booking and on rental documentation

Answer: When collecting the vehicle the principal driver will need to bring the rental voucher, their full driving license and a credit card in their name. It is often useful to bring a further means of identification - e.g. a passport.

Answer: All complaints should be sent in writing to the Customer Services Manager at 1st Floor, 49 Peter Street, Manchester, M2 3NG, UK or by email to customerservice@traveljigsaw.com.au. Please include a copy of any paper work from the supplier or police as this will help us process your enquiry more expediantly.

Answer: This will depend on the supplier you are renting from and the country you are collecting from. There will be more information on your specific rental available at the time of booking, and also included in your rental documentation. If you have any additional queries or cannot find the information you require, please contact us at reservations@traveljigsaw.com.au or on 1800 017 503

Answer: Traveljigsaw acts as a car rental broker. Bookings made through us are subject to, firstly, our own terms and conditions. These cover your agreement with us and will be provided with your rental documentation, as well as being available on our website. The actual rental of your vehicle will then also be subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the rental company which supplies the vehicle. You should satisfy yourself that you understand (and agree) to the terms and conditions of the contract. If you have any further questions regarding this, please do not hesitate to contact a member of our team on 1800 017 503.

Answer: Traveljigsaw operates a best price guarantee and we promise if you find a cheaper like for like pre-paid rental price before or after booking but prior to pick up we will beat that price. Traveljigsaw will need to verify the terms and conditions of the alternative offer, and you can choose to wait whilst we do this or alternatively one of our team can contact you once verified. It is important to note that like for like covers both product and service. For example should the other price be for a rental off airport whereas Traveljigsaw's price is on airport this will not be considered like for like.

Answer: Additional Extras will either be payable in advance or payable locally when collecting the vehicle from the supplier. Most will be payable locally, for example child seats, additional drivers, ski racks etc, but supplementary Traveljigsaw products will be paid for at the time of booking.

Answer: In the event of any mechanical difficulties or accidents involving your car, it is important that you advise the local car rental company as soon as possible, (within 24 hours). In the case of an accident the local police should be advised and a police report completed, and the full details of the 3rd party should also be taken. You will need to complete a full accident report form when returning the vehicle to the supplier. The car rental company must give authority to replace or repair a vehicle. It is important that you retain a copy of all documentation for your own records

Answer: We are contactable by phone, fax, email or post as follows: Phone: 1800 017 503, Fax: +44 161 836 6724, Email: reservations@traveljigsaw.com.au, Postal Address: 1st Floor, 49 Peter Street, Manchester, M2 3NG, UK

Answer: Your voucher will clearly state the address of your vehicle supplier. If an airport pick up it will state whether or not the operator has a desk in the terminal. Some airport operations are meet and greet and this will be clearly stated on your voucher if this is the case. We will be happy to assist in the event you cannot locate the office and can be reached via our international freephone help line on 00800 4473 3000

Answer: There can be a number of reasons for local charges, including but not limited to: - refuelling charges, additional extras, damage to the vehicle. When you collected your vehicle you may have purchased and signed for some of these. Your documentation from the supplier should list the charges made. Should you be unable to understand the documentation, please contact our customer service department who will be happy to assist you. Naturally to do this we will need to contact the supplier & pass on your comments which may take up to 28 days. Please contact our customer service department on 1800 017 503 or by email customerservice@traveljigsaw.com.au with any questions.

Answer: When you collected your vehicle, you were asked to leave a deposit to the value of any insurance excess, which may be charged by our car rental partner, if the car was damaged during the rental. If you purchased The TravelJigsaw Damage Excess Refund product at the time of booking, you are covered for any damage excess you may be charged. This damage excess can then be reclaimed through TravelJigsaw, subject to our terms and conditions




In order to make a claim under our Damage Excess Refund product, you will need to send the following to our customer services department in writing:

• Booking Reference and lead driver details


• Copy of Rental Agreement


• Copy of the check in / check out documents


• Credit Card Statements relating to any charges


• Copy of Accident / Damage report completed with the supplier


• Copy of police report (if the damage involved a third party)

This information should be sent to:




Customer Service


Traveljigsaw


56 Peter Street – 4th Floor


St George's House


Peter Street


Manchester


M2 5NQ

To make a claim against your Damage Excess Refund product please email:
tjc@carhire3000.com

Naturally we will need to contact the supplier in question regarding the incident & charges which can take 28 days. Unfortunately if you did not purchase the excess refund product from us at the time of booking, we regret that we are unable to refund any charges made. If you did not purchase the excess refund product from us, we cannot cover any charges made.

Answer: Please call one of our team on 1800 017 503 who can assist you in locating your booking reference. If you already have your reference, but need a copy of your voucher, they will be able to assist you with this also.

Answer: It may still be possible to rent a car, depending on what the points are for and when they were received. Please contact a member of our team on 1800 017 503 or reservations@Traveljigsaw.com.au who will be able to check with our car rental partners whether they will accept a booking with your endorsements.

Answer: In the event of a delay, if you have already provided us with your flight details then the supplier will be able to track this. In the event of a long delay, you can also contact our team who can advise the location of your situation. In the event of a cancellation, please advise our team as soon as possible, as we will need to cancel the vehicle with the supplier and failure to notify us will result in charges.

Answer: As child seats are mandatory in most countries, by requesting them in advance they are almost always available. It is important to allow us as much time as possible to confirm them with the suppliers, so please try to let us know at least a week in advance. Please note that you will be required to fit child seats yourself. For older children it is advisable to take your own booster seat with you when travelling.

Answer: Please call one of our team on 1800 017 503 who can assist you with a solution. It may be possible to arrange an out of hours pick up with the supplier, however there is normally an additional fee payable locally for this service.

Answer: In order to make sure our site is user friendly, not all cars will always be shown on the internet, although we always endeavour to show you our best deals. Please call one of our team on 1800 017 503 who will be able to discuss alternative vehicles available with you

Answer: Please call one of our team on 1800 017 503 or email the request with your booking reference to reservations@traveljigsaw.com.au who will be happy to assist in correcting the details

Answer: Most rental companies require a credit card in the lead driver's name for the security deposit. If you do not possess a credit card in your own name, please call our team on 1800 017 503 who can check with the suppliers in the location you are renting at to see whether any can accept a cash deposit.

Answer: Yes - it is important that if you have been provided with a paper part to your license, that this is provided as well as the photo card. The company will not be able to supply you with a vehicle without this.

Answer: By providing us with a flight number, this ensures that the supplier is aware of when you should be arriving, but will also be able to check on any delays. Without this information the supplier could assume you were a "no show" and rent the vehicle to another customer.

Answer: The International Driving Licence (IDL) is recognised worldwide and identifies its holder as a properly licensed driver. It is normally valid for 5 years but does not replace a valid National Driver's Licence which will always be required. It enables local traffic police and rental companies to understand the language on your normal driving licence. The IDL is not required where English is the primary spoken language of the country. It is also not mandatory in many countries within Europe, but is recommended for most due to language barriers. The requirement for the IDL will be clearly shown during the booking process and on your rental documentation. If you are in any doubt please do not hesitate to contact a member of our team for further information on 1800 017 503

Answer: It is normally possible to reduce the excess on the vehicle by purchasing additional products from the supplier locally. These products are sometimes called Master cover or Super CDW & can reduce the excess down to anything as low as zero in some cases. Don't forget you can also purchase the Traveljigsaw Damage Excess Refund Product. (Please see the sections relating to the damage excess refund product for further information)

Answer: These will differ from country to country and between rental companies. You will be advised at the time of booking about the restrictions in place, and this will also be shown on the rental documentation. If you are aged under 25 or over 65 and are at all in doubt, please do not hesitate to contact one of our team on 1800 017 503 who can run through all the available options with you.

Answer: When a car group is on request this is likely to be due to a limited amount of these vehicles in the fleet, so we need to contact the supplier to confirm availability. You will be contacted within 48 hours to advise of any problems should they arise.

Answer: These will differ from country to country and between rental companies. You will be advised at the time of booking about the terms in place, and this will also be shown on the rental documentation. In most cases you will be required to leave a deposit equal to the excess amount and to cover the fuel element of the rental. You may also need to leave a further deposit to cover any additional extras taken locally.

Answer: A security deposit is the name given to the amount the supplier blocks at the start of the rental to cover themselves for potential costs with the rental. This normally takes the form of an amount blocked on the principal driver's credit card and will normally be the excess amount, plus fuel deposit. Additional extras can carry additional deposit requirements. This deposit ensures that the customer can cover any damage to the vehicle or cover the cost of refuelling the vehicle in the event they don't and is standard practice in car rental. Provided the car is returned in the same condition as rented, the security deposit will be returned in full at the end of the rental.

Answer: Traveljigsaw normally sends out vouchers by email. If you would prefer a postal confirmation voucher or fax copy please contact us on 1800 017 503 and we will be happy to arrange this.

Answer: Unfortunately we are unable to refund any unused days or make refunds on vehicles returned early.

Answer: Your booking reference is an alpha/numeric reference which you will receive at the time of booking. This makes it easy for our team to identify you when communicating with you or the supplier regarding your booking.

Answer: This will be possible at certain locations, many of which will be available to book on-line. If you are unable to make your booking on line, please call a member of our team on 1800 017 503 who will be able to assist with your query.

Answer: We find it important to speak to the customer to ensure that the booking really needs to be cancelled or if there is a better solution. It also prevents bookings being cancelled in error.

Answer: The Traveljigsaw website has has been certified as part of the VeriSign Secured Seal program. This means your credit card and other confidential information is protected with industry leading SSL encryption. For more information please see www.verisign.com

Answer: Snow chains & tires are available at some locations and should be requested at the time of booking. Unfortunately due to demand these cannot always be guaranteed, so the earlier these can be requested the better the chance of securing these. These options will incur a fee, which will be payable to the supplier locally at the time of pick up.

Answer: These items are not automatically included and in most cases need to be requested at the time of booking, and paid for locally. The inclusions for your rental will be clearly shown at the time of booking and on your rental documentation.

Answer: A winterisation fee is an amount charged by some suppliers during certain periods of the year to cover the cost of additional equipment added to the vehicle over this period. Please check your inclusions if renting in Austria, Switzerland, France during the winter season to check whether this applies and whether this fee is included or charged locally.

Answer: Please contact a member of our team as soon as possible using our International Free phone number 00800 4473 3000

Answer: Car Hire works on a 24 hour clock, so if you rent from 10am Monday to 10am Tuesday this is considered 1 day. If you rent from 10am Monday to 1pm Tuesday you have then passed 24 hours and have therefore entered a second day of rental and will therefore be charged for 2 days rental. Please therefore check your times carefully when booking as times can have a big impact on price.

Answer: The best way to keep informed on our current deals is to sign up to our newsletter, which is always packed with our latest specials & points of interest for various locations. To subscribe simply enter you email details on our home page.

Answer: Most rental companies will provide the car with a full tank of fuel and you will need to return the car full. (Most will take a security deposit for the fuel from you when collecting the car). If you do not return the car full then they will charge you a local rate for refuelling along with a refuelling charge. Due to the higher costs involved with this, we would recommend returning the car full. Some of these companies will offer you the chance to prepurchase your fuel in advance, in which case if taken, you need to return the car as empty as possible. Finally there are companies which will provide you with a full tank of fuel, charge you locally for this and advise you to return the car empty. If you are renting for 3 days or less you should highlight this to the company at the time of renting in case they can work out an alternative fuel plan with you. We will always provide you with details of the fuel plan on your rental documents so you are aware of the policy of the rental company.

Answer: In certain locations, with certain suppliers specialised vehicles may be available. Please contact our team on 1800 017 503 or email reservations@traveljigsaw.com.au for further information regarding this.

Answer: Insurance does not usually cover taking vehicles, including four wheel drives off road or onto untarmacked tracks, so we strongly recommend that you do not do this as it may invalidate your insurance.

Answer: A Facility charge has recently been introduced at both airports to contribute towards building new facilities. This charge, if not included in your rental, is payable to the supplier locally when collecting the vehicle.

Answer: Traveljigsaw has a dynamic pricing policy & prices are subject to change at any time. Unfortunately we cannot honor prices previously seen unless you have a quote held with that price.

Answer: Traveljigsaw currently offers it's customers free amendments, giving you peace of mind should your travel plans change.

Answer: If the supplier agrees to open a location outside of it's regular hours to provide a vehicle to you, then they will usually charge a fee for doing this - this is called an "out of hours fee". This fee covers the cost of staffing the location and is payable locally when collecting the vehicle.

Answer: When returning the vehicle you will need to have your rental paperwork from the rental company ready to hand over. This will detail the mileage & any damage on the vehicle when you collected the vehicle. Traveljigsaw strongly suggests when returing the vehicle that you take the time to walk around the vehicle with the representative from the rental agency to inspect for damage before signing the documentation as this can reduce any problems further down the line. You will receive a final copy of the documentation from the supplier to take with you - please keep this safe.

Answer: When renting over a major holiday period, Traveljigsaw suggests that you try and book your vehicle as far in advance as possible. Like holidays over this period, availability does become more scarce & prices do rise, so by booking earlier it is possible to secure the best deal. Key times of the year to be aware of are: Easter, Christmas, School Holidays, Late July through Early August

Answer: Traveljigsaw will show the recommended number of people the vehicle can hold whem booking and on all customer documentation. It is important that this is adhered to as this is the number of people the vehicle is insured for.

Answer: In the event of any mechanical difficulties it is important that you advise the local car rental company as soon as possible, (within 24 hours). The car rental company must give authority to replace or repair a vehicle. In the event of any unresolved difficulties, please do not hesitate to contact a member of our team. Please note it is not advisable to leave your vehicle in the event of a break down as contents are often not covered.

Answer: In most cases your rental will include unlimited mileage, however with some speciality/prestige vehicles and rentals in remote locations in Australia or Canada there will be a limit to the kilometers above and beyond which a charge will be levied. The mileage policy will be clearly shown at the time of booking and on your rental documentation. Should you have any further questions regarding this, please do not hesitate to contact a member of our team.