Question 1

How can I cancel my reservation?

Accepted Answer

To cancel a reservation, go to the reservations section on our website or app, and follow the prompts to cancel. Please review our cancellation policy for any applicable fees.

Question 2

How can I modify my reservation?

Accepted Answer

To modify your reservation, use the Carla app on iOS or Android, or visit our website. Go to the "My Reservations" page and follow the steps to make changes. Car rental companies may not allow modifications within 24 hours of pick-up. In this case, we recommend canceling and rebooking. Reservations are held for 2 hours, so there's no need to modify your booking if you'll pick up the car within that time.

Question 3

Where will I pick up my car? - At the Terminal

Accepted Answer

If your rental car company has a counter at the terminal, simply proceed to their desk upon arrival. You’ll find their location in the terminal specified in your reservation details.

Question 4

Where will I pick up my car? - Off Terminal by Shuttle

Accepted Answer

For companies that are not located within the terminal, a complimentary shuttle service is usually provided. Follow the signs for the shuttle pick-up area, and a shuttle will take you to the car rental location.

Question 5

Where will I pick up my car? - Meet & Greet

Accepted Answer

With a meet & greet service, a representative from the rental company will meet you at a designated spot, often in the arrivals area, holding a sign with your name. They will then escort you to your rental car. Please refer to your reservation confirmation for specific instructions and contact details for your rental company.

Question 6

Have I been overcharged by the car rental company?

Accepted Answer

It's possible that the additional charges are due to optional services selected at the counter or deposit. Deposit is a temporary hold on your card done by the car rental company. Please check your receipt issued by the car rental company to clarify if you purchased optional services like child seat, extra coverage, upgrade etc.

Question 7

Underage Car Rental - What is underage fee?

Accepted Answer

A Young Driver fee (also called Under 25 or Underage fee) is a daily fee that compensates the rental car company for the extra risk of accidents when young renters (those under the age of 25) drive their vehicles. The underage fee is usually between $30 and $40 per day.

Question 8

Underage Car Rental - Is the young driver fee included in total price?

Accepted Answer

The young driver fee is not included in the total price. Therefore, the rental branch may charge you a daily under-age fee between $30 and $40.  With Carla, you can waive the underage fee and save $40/day.

Please note that you will see a notice on the car images if the underage fee is waived. To see the related offers, please make sure that you have marked your age correctly before searching.

Question 9

Underage Car Rental - How can I waive the underage fee?

Accepted Answer

You can waive the underage fee with Carla and save $40/day.

To waive your underage fee:

• Enter your age correctly before making a car rental search
• Choose a car with "underage fee waived" banner.

Question 10

Underage Car Rental - What is the minimum age for renting a car?

Accepted Answer

In most states, the minimum age to rent a car is 21.

For drivers who are between 18-24 years of age, an underage fee may be applied at the car rental office. With Carla, you can waive this fee.

You will see a notice on the car images if the underage fee is waived. To see the related offers, please make sure that you have marked your age correctly before making a search.

For New York and Michigan states, the minimum age to rent a car is 18. Car rental companies also apply an underage fee to drivers between 18-24 in these states.

Question 11

Can I rent a car if I have an international driver's license?

Accepted Answer

Yes, you can rent a car with an international driver's license. However, it's always recommended to check with the rental company for any specific requirements or restrictions they might have.

Question 12

What documents are required to rent a car?

Accepted Answer

To rent a car, you will typically need a valid driver's license, a credit or debit card in your name, and a form of identification, such as a passport or ID card. Some rental companies may have additional requirements, so it's best to confirm with them in advance.

Question 13

What happens if my flight is delayed and I can't pick up the car on time?

Accepted Answer

If your flight is delayed, contact the rental company as soon as possible to inform them of the delay. Many rental companies can accommodate changes to your pick-up time, but it's important to communicate with them to avoid any complications or cancellation of your reservation.

Question 14

Can I book a car rental for someone else?

Accepted Answer

Reservation needs the same person's ID, credit card info, and driver's license.

Question 15

Are there any restrictions on where I can drive the rental car?

Accepted Answer

Yes, there may be restrictions on where you can drive the rental car. These restrictions vary by rental company and location. It's important to check the terms and conditions of your rental agreement or contact the rental company for specific information.

Question 16

What do I need to rent a car?

Accepted Answer

To book your car, all you need is a credit or debit card. When you pick the car up, you'll need: Your voucher / eVoucher, to show that you've paid for the car. The main driver's credit / debit card, with enough available funds for the car's deposit. Each driver's full, valid driving license, which they've held for at least 12 months (often 24). Your passport and any other ID the car hire company needs to see.

Question 17

Payment Questions - Can I use a debit card?

Accepted Answer

You can complete your prepayment with Carla with any payment method you wish. However, car rental offices may require additional documents such as utility bills or round trip tickets if you want to pick up your car with a debit card.

Question 18

Payment Questions - Can I use a credit card?

Accepted Answer

You can use a valid credit card for your booking.

Please note that the name on the driver's license and name on the credit card presented at the counter must match in order to pick up your car.

Question 19

Payment Questions - Do you accept prepaid cards?

Accepted Answer

You can complete your reservation with any kind of payment method with Carla.

Before picking up the car, the rental office will ask you for a valid credit or debit card in the driver's name. Unfortunately, prepaid cards are not accepted by car rental companies in the US.

Question 20

Payment Questions - Which brands do you accept?

Accepted Answer

We accept Master Card, American Express, Discover and Visa cards.

Question 21

Payment Questions - Can I use someone else’s debit card?

Accepted Answer

Yes, you can use your family or friend's card to complete your car rental reservation. Please note that at the car rental office you will be required to present a card in your name.

Question 22

Payment Questions - Do you accept cash?

Accepted Answer

Unfortunately, rental companies do not accept cash, you will need to have a debit or credit card under your name.

Question 23

What should I look for when I'm choosing a car?

Accepted Answer

Space: You'll enjoy your rental far more if you choose a car with plenty of room for your passengers and luggage. Fuel policy: Not planning on driving much? A Like for like fuel policy can save you a lot of money. Location: You can't beat an 'on-airport' pick-up for convenience, but an 'off-airport' pick-up with a shuttle bus can be much cheaper.

Question 24

What is your refund policy?

Accepted Answer

Carla does not provide refunds in the following circumstances: if the client did not pick up the car, showed up late, or returned the car early; if the client's documents do not meet the car rental company's requirements; if the client is under the minimum age; if the client cannot provide a credit or debit card with sufficient funds; or if the client has been blacklisted by the car rental company. Please read our terms and conditions for more details.

Question 25

What is your cancellation policy?

Accepted Answer

Carla offers both flexible and standard cancellation policies. The flexible policy includes partial refunds depending on the timing of the cancellation, and the standard policy does not offer refunds for promo rates. You can cancel your reservation through the Carla app by following the prompts. For detailed information, please read our terms and conditions.

Question 26

Deposit - Is there a deposit?

Accepted Answer

Car rental offices require a deposit at the counter before you pick up your car.

Deposit is taken for charges such as traffic violations, toll fees that are identified after you drop off the car. The deposit may vary depending on the rental company, but the deposit for standard car classes is around $250-$350. The deposit amount will be returned to your card after you drop off your car.

Please make sure to contact the car rental company for the exact amount beforehand. The deposit amount is determined by the car rental companies and the deposit is refunded after the drop-off.

Question 27

Deposit - How much is the deposit?

Accepted Answer

The deposit may vary depending on the rental company, but the deposit for standard car classes is usually around $250-$350. The deposit amount will be returned to your card after you drop off your car.

Please make sure to contact the car rental company for the exact amount beforehand.

Question 28

Deposit - Is the deposit included in the total price?

Accepted Answer

Since the deposit is not a charge and it will be taken and returned by the car rental office, it is not included in the total price.

Question 29

Driver's License - Do I need a driver's license to rent a car?

Accepted Answer

Yes, you need to present a valid, physical driver's license at the car rental office to pick up your car. The driver name should match the reservation name.

Question 30

Driver's License - Can I use a digital copy of my driver's license?

Accepted Answer

No, you should present a valid, physical driver's license in order to pick up your car.

Question 31

Driver's License - What are driver's license requirements?

Accepted Answer

All you need to drive in the USA is a valid driving license from your country of residence, as well as an International Driver's Permit if your license is not written in English.

Please note that the driving license will not be accepted unless it is written in the Latin alphabet.

Question 32

Driver's License - How can I add an additional driver?

Accepted Answer

You can add an additional driver at the counter. To complete the process, feel free to get in touch with your rental agency.

Question 33

Protection Plan Details

Accepted Answer

What does the Protection Plan cover?

• Damages to the rental car
• Applies to any size vehicle
• Applies regardless of who is at fault
• All drivers on the rental agreement is covered
• Cost of repairs for collision or damage to a rental car

Our rates are cheaper than the one sold at the counter.
If you made your reservation, but haven’t purchased your Protection Plan, you can go to Reservations tab and buy it before your pick-up.

Question 34

Carla Cash - How can I use my Carla Cash?

Accepted Answer

You can apply Carla Cash to your next rental through the Carla app. You will see an option to pay with Carla Cash on the checkout page.

Please be informed that Carla Cash can only be used for the 'pay now' amount of your rental. Last but not least, Carla Cash can not be used for 'hotel bookings'.

Question 35

Carla Cash - I can’t see my Carla Cash

Accepted Answer

Where can I see my Carla Cash balance?

You can check Carla Cash tab in the Carla app to see your available Carla Cash balance. If not, please contact us so that we can help you apply it.

Question 36

Carla Plus - What is Carla Plus?

Accepted Answer

Carla Plus is an exclusive membership program that comes with benefits and advantages such as
• Priority access to customer support, be the first in line when you need help.
• Free reservation cancellation. No questions ask. 100% money back if you cancel your reservation at least 3 hours prior to your pick-up time.
• $19 Free Carla Cash every month.

These are just the beginning! Also, you can cancel your membership anytime you want.

Currently, you can only become a Carla Plus member on Carla App. Contact us for any questions.

Question 37

Carla Plus - How can I become a Carla Plus Member?

Accepted Answer

It is easy! To become a Carla Plus member, sign-up at the car rental checkout page. All you need to do is to make a car rental reservation. You will see the Carla Plus membership program on the checkout page. You will be immediately rewarded with free cancellation and priority access to customer support.
After you purchased Carla Plus membership, all the perks and advantages automatically apply to subsequent reservations.

Question 38

Carla Plus - What are the perks of being a Carla Plus Member?

Accepted Answer

Carla Plus Membership comes with perks and advantages.
By purchasing Carla Plus, you will get;
Priority support with our customer support team,
• Free cancellation,
• $19 Carla Cash every month.

And more as you go! You can cancel your membership anytime you want, without any fees.

Question 39

Carla Plus - How can I use my Carla Plus membership for my reservations?

Accepted Answer

You don’t need to do anything. If you are a Carla Plus member, all the perks and advantages will automatically apply to your reservations.
If you see no proof of your Carla Plus subscription on the checkout or Contact Us pages, please verify your email address on the reservations page.

Question 40

Carla Plus - What do I need to do to cancel my Carla Plus membership?

Accepted Answer

You can cancel your reservation anytime you want without fees and hassle. All you need to do is contact us and we will take care of the rest.
When cancelling a monthly subscription, all future charges of your subscription will be cancelled. You may notify us of your intent to cancel at any time; your cancellation will become effective at the end of your current monthly billing period. Your subscription access and accompanying subscriber perks will continue for the remainder of the current monthly billing period.

Question 41

Carla Plus - How frequently do I get Carla Cash bonus?

Accepted Answer

Every month! Yes, that is right. You can use your Carla Cash in every car rental reservation. Your first bonus will be transferred to you Carla Wallet after you complete your first pick-up as a Carla Plus member. Afterward, you will get Carla Cash equivalent of the subscription fee every month as long as your subscription continues.

Question 42

Carla Plus - How can I change my payment and billing information for Carla Plus?

Accepted Answer

If you’d like to change your payment and billing information, contact us and we will walk you through the steps.

Question 43

Carla Plus - Is there a trial period for Carla Plus?

Accepted Answer

No, we do not have a trial period for Carla Plus. However, you’ll get what you pay as Carla Cash and you can cancel your membership anytime you want.

Question 44

Carla Plus - How do I get free cancellation as a reward?

Accepted Answer

Free cancellation is one of the many advantages of Carla Plus. Get the benefit of 100% money back on cancelling your reservation 3 hours prior to your pick-up time.

Question 45

Buy Now Pay Later - Can I use Affirm for payment?

Accepted Answer

How can I use Buy Now Pay Later option?
We have partnered with Affirm and Uplift so you can pay for your rental car at your own pace. If your selected rental car is eligible for BNPL, you will see an option at the checkout page. Please consider that Affirm and Uplift can not be used for pay at the counter amount. Contact us if you need further assistance.

Question 46

How can I find cheap car rentals near me?

Accepted Answer

Simply search based on your desired location, date, and time. You can then filter the prices in ascending order to choose from a wide range of options.

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