Question 1

How much does it cost to rent a car from Klass Wagen?

Accepted Answer

Klass Wagen daily rates can start from 5 EUR per day for economy cars in Romania, with rates varying by location, vehicle category, and season. All rates include unlimited mileage, basic CDW insurance, and free airport shuttle service. There are no hidden booking fees. The price you see at checkout is the price you pay. Premium vehicles, SUVs, and automatic transmission cars are available at higher rate tiers. Visit our pricing page for current rates by location, or speak to one of our Agents to get a price estimate.

Question 2

How can I book a car with Klass Wagen?

Accepted Answer

The best way to do this is to book directly at www.klasswagen.com, what's more we have our own friendly reservations department who can help you. However, you will find Klass Wagen available for rent-a-car on comparison sites as well. You can choose the offer that best suits your needs, but make sure you understand the Terms and Conditions under which your booking is handled, as for third party bookings different terms and conditions may apply depending on the website you used, and this can be confusing at times.

Question 3

What documents do I need to rent a car?

Accepted Answer

To rent from Klass Wagen, you need: (1) A valid driving license held for at least one year, (2) A passport or national ID card, (3) A credit card in the main driver's name for the security deposit. International visitors from outside the EU need an International Driving Permit (IDP) in addition to their national license. All documents must be originals. Photocopies and digital versions are not accepted.

Question 4

Can I pay in cash?

Accepted Answer

No, cash as a payment method is not accepted.

Question 5

What insurance is included with my rental?

Accepted Answer

Every Klass Wagen rental includes basic Collision Damage Waiver (CDW) insurance with an excess, depending on the car category. This covers damage to the rental vehicle above the excess amount. Third-party liability insurance is also included as standard. For additional peace of mind, you can upgrade to Klass Total Cover with zero excess, which eliminates your financial responsibility entirely in case of damage. All insurance options are clearly presented during booking. There are no mandatory add-ons at the pickup desk.

See full insurance and coverage details here.

Question 6

Can I add a second driver?

Accepted Answer

Yes, additional drivers can be added to your rental daily rates ranging from 7 EUR to 9 EUR per day, per driver. Each additional driver must be present at pickup with a valid driving license and meet the minimum age requirement. The additional driver is covered by the same insurance as the primary driver.

Question 7

Is there a deposit required?

Accepted Answer

Klass Wagen requires a security deposit as a preauthorization on your credit card at pickup. This is a temporary hold — the money is blocked but never leaves your account.

The deposit amount depends on your insurance choice: if you take Klass Wagen's own insurance: Klass Total Cover, the preauthorization is eliminated and a separate administrative deposit up to €150 will be blocked to cover potential tolls, traffic fines, or administrative charges incurred during the rental period. This amount is refundable after the vehicle is returned and all pending charges have been processed.

In Portugal, the Via Verde toll deposit is also €150 and is usually released within 30 days after the rental ends (does not apply to Madeira bookings).

If you decline and rely on third-party coverage, the preauthorization is higher (up to €3,000) as security against potential damage. The hold is  released after the vehicle is returned in good condition and all contractual conditions are met. Release timing may vary depending on your bank.

For the deposit hold, we only accept Visa and Mastercard credit cards issued in the main driver’s name.

Question 8

Can I pay with American Express?

Accepted Answer

Unfortunately, no, the only cards we accept are Visa/Mastercard credit.

Question 9

What is the cancellation policy?

Accepted Answer

Free cancellation applies only to Pay at the Desk rentals (no pre-paid bookings). For pre-paid bookings: If you cancel more than 48 hours before your scheduled pick-up, you’ll receive a refund of the amount paid, minus €30 (administrative and banking fees), within 5–7 business days.

If you cancel less than 48 hours in advance, the amount paid is non-refundable, but you will receive a voucher for any additional services purchased, valid for a future booking. To cancel, use the "Cancel" button in your confirmation email or contact us at reservations@klasswagen.com.

Question 10

Can I rent a child seat or GPS?

Accepted Answer

Yes, Klass Wagen offers the following extras: child seats (infant, toddler, and booster), price ranging from 6 EUR to 10 EUR per day, GPS navigation price ranging from 7,5 EUR to 10 EUR per day, and additional driver price ranging from 7 EUR to 9 EUR per day.

All extras can be added during the online booking process or requested at the pickup desk subject to availability.

Question 11

If I book a car on Klass Wagen’s website, is it mandatory to pay in advance?

Accepted Answer

No, prepayment is not mandatory on klasswagen.com but optional. At the check-out step, you must choose your payment method: pay in advance or pay on arrival. We do not prioritize pre-paid reservations, so all reservations are secure. However, if you're a discount enthusiast, you'll be happy to see that paying in advance is more cost-effective as it comes with a discount.

Question 12

What is the minimum age to rent a car?

Accepted Answer

Romania

To rent a car, drivers must be at least 23 years old and hold a valid driver’s license for at least 12 months. However, Klass Wagen also allows younger drivers under the following conditions:

Aged 18–19 or licensed for less than 12 months: A one-time “Inexperienced driver” fee of €1000 applies, regardless of rental length.
Aged 20–22 with 12+ months’ license: A “Young driver” fee of €10/day applies.
70+ years old with 12+ months’ license: A “Senior driver” fee of €4/day applies.

Portugal

Standard rentals require drivers to be 23+ years old with a license valid for at least 12 months. Younger drivers can rent under these conditions:

Aged 18–19 or licensed for under 12 months: A €1000 “Inexperienced driver” fee is required.
Aged 20–22 with 12+ months’ license: A “Young driver” fee of €10/day applies.
Drivers aged 70+ with a valid license (12+ months) must pay a “Senior driver” fee of €7.50/day.

Hungary

Drivers must be 23+ with a license valid for at least 12 months. Exceptions include:

Less than 12 months’ license: An “Inexperienced driver” fee of €1000 applies.
Aged 21–22 with 12+ months’ license: A “Young driver” fee of €12/day applies.
Special vehicle categories (automatics, vans, 7–8 seaters): Minimum 25 years old + 2 years’ experience. However, drivers aged 23–24 with 2+ years of experience can rent them with a €12/day Young Driver fee.
Drivers 70+: A €4/day Senior Driver fee applies with 12+ months’ license.

Austria

To rent a car, drivers must be 23+ with at least 12 months of driving experience. Exceptions:

Less than 12 months’ license: A €1000 “Inexperienced driver” fee applies.
Aged 21–22 with 12+ months’ license: Can rent with a “Young driver” fee of €12/day.
For automatic, van, or 7–8 seater rentals: Minimum age is 25 with 2+ years’ license, or 23–24 with 2+ years and a €12/day Young Driver fee.
Drivers 70+: A €7.50/day Senior Driver fee applies with 12+ months’ license.

Question 13

I need to extend my car rental. What should I do?

Accepted Answer

To extend the car rental, please follow the steps: First, access our website www.klasswagen.com, click on Manage Booking and then enter your e-mail address and the reservation number that you received from us. You will access your booking and modify the drop-off date, adding days to your booking. The price will be generated by the website, and you will pay online with your card using an online payment method. Please be aware that the extension will be done and confirmed only after you pay for it. There is no other way to do a contract extension.

Question 14

When renting a car with Klass Wagen, can I get the exact same car as is displayed on the website? If not, why?

Accepted Answer

Unfortunately, we cannot guarantee the model of the car. We guarantee the car category (another car that has the same space/specifications), and if there is no car available from that category, we will offer you a free upgrade (a bigger and more expensive car class). The reason is very simple. There may be plenty of unexpected situations such as unexpected extensions, damages, periodic checks, and so on. However, any customer can express his preference, and we will do our best to allocate a car accordingly.

Question 15

What is your fuel policy?

Accepted Answer

When you rent a car from us, the tank has a certain amount of fuel. We expect you to return the car with the same amount of fuel. If you don’t, you will pay a fee of 20 € and a sum equivalent to the fuel difference. The rental price does NOT cover fuel costs.

Question 16

Is it necessary to provide my flight number?

Accepted Answer

Providing the flight number is not mandatory, but it's very helpful for us to have this information, however, we recommend all our customers contact us via phone when they are in the airport ready to be picked up so we can speed up the pick-up process.

Question 17

I have a discount voucher from Klass Wagen. How can I use it?

Accepted Answer

If you have a Klass Wagen discount voucher, there are multiple ways you can apply it to your booking:

1. you can apply it on the check-out page before you confirm your booking.

2. you can contact our reservation department; tell them the discount code and they will help you with a new reservation for which they will apply the discount.

3. you can apply it at the station when you pick up your car if you have chosen to pay at pick up.

Question 18

I have a discount voucher. When does it expire?

Accepted Answer

Our credit vouchers have no expiry date. What's even better, they can be used in any of our 4 countries (Portugal, Romania, Hungary and Austria), no matter where you receive them.

However, regarding the promotional code, it is usually part of seasonal promotional campaigns that have a validity period specified in the campaign, in this case we advise you to check the terms of the campaign.

Question 19

Can I drive my rental car to another country?

Accepted Answer

We allow you to cross the border in select countries, but you need our written consent to do so. For a list of countries, you can check the "Terms and Conditions" section on our website.

Yes — cross-border travel is allowed only to specific countries and only with prior written approval from Klass Wagen. In general, you’ll need: (1) written authorization from Klass Wagen (cross-border document), (2) a Visa/Mastercard credit card in the main driver’s name, (3) your passport, and (4) driving license. You can add the cross-border service at the office at pickup, or even during the rental period if you decide to cross the border—just add the service online in the booking edit section on our website, or visit any Klass Wagen office and our team will add it for you.

The cross-border service fee is charged per day for the entire rental period (even if you only drive abroad for part of the trip) and is based on rental duration, typically €10–€50/day, capped at €250 per rental.

An pre-authorization up to €100 is also required for cross-border travel and refunded if all terms are met. Road taxes, tolls, and bridge charges are the client’s responsibility. If you cross the border without authorization, administrative fees/penalties can apply; driving outside the authorized countries can also trigger additional penalties and may revoke unlimited mileage. For the full list of permitted countries and the official rules, see Chapter 4 (Use of the vehicle) on our Terms & Conditions page: https://www.klasswagen.com/en/terms-and-conditions

Question 20

Can I smoke in the car?

Accepted Answer

Smoking in Klass Wagen rental cars is prohibited. Our policy strictly prohibits smoking in any of our cars. If you break this rule, you will pay a penalty fee of €124.

Question 21

How does the airport shuttle work?

Accepted Answer

Klass Wagen provides a free shuttle service at all airport locations. After landing, proceed to the arrivals hall and call the number provided in your booking confirmation. Our shuttle will pick you up within 10 minutes and take you directly to our rental office, which is located about 12 minutes from the airport terminal. The shuttle runs 24/7, including holidays. For late-night arrivals, please confirm your flight details in advance so we can have the shuttle ready.

Question 22

What payment methods do you accept?

Accepted Answer

Klass Wagen accepts Visa and Mastercard credit cards for both payment and security deposit. Debit can be accepted for payment but not for the security deposit hold. Apple Pay, Maestro and Google Pay are available for online bookings. Cash payments are not accepted. The security deposit must be on a credit card in the main driver's name.

Question 23

How can I get in touch with the Booking Department or Customer Care Department?

Accepted Answer

The Booking Department can be reached Monday - Friday: 8:30 - 22:00 (CET), Saturday - Sunday: 9:00 - 18:00 (CET) at the following e-mail addresses and phone numbers:

Romania +40374020002, press 2/ romania@klasswagen.com;

Hungary  +3614743966, press 2 hungary@klasswagen.com ;

Portugal +351211454208, press 2 portugal@klasswagen.com ;

Austria +4314360180, press 2 austria@klasswagen.com

All the phone numbers have regular charge numbers, and they can be called from any network.

Customer Care Department can be reached at the following e-mail address: customercare@klasswagen.com, and at the phone numbers mentioned above after you press 3 for other Information.

Question 24

I would like to file a complaint against your services. How can I do that?

Accepted Answer

Please use the following e-mail address customercare@klasswagen.com  to write your complaint and one of our colleagues will check, analyze the situation, and send you an answer with a solution in a maximum of one day.

Question 25

My flight was delayed, what should I do?

Accepted Answer

There is no problem, all you must do is inform the Customer Care Department about your delay, and we will do our best to keep your reserved car until you arrive. We can discuss the additional details on the phone.

Question 26

I brought back the car with more fuel. How can I get the money back?

Accepted Answer

You will automatically receive a discount voucher for the extra fuel.

Question 27

I brought back the car earlier. How can I get the money back?

Accepted Answer

A discount voucher will be issued for you, with the equivalent value of the unused additional services, but with a limit of a maximum of three days. This voucher has no expiration date, and you can use it at any KLASS WAGEN location.

* This policy only applies to returns made at least one day before (24h).

Question 28

What happens if I return the car late?

Accepted Answer

Klass Wagen provides a grace period of 1 hour for late returns. After the grace period, you will be charged for an additional rental day. If you know you will be late, contact our office before your scheduled return time to extend your rental. Extensions are subject to availability and charged at the daily rate. Repeated no-communication late returns may result in additional fees.

Question 29

Where does Klass Wagen operate?

Accepted Answer

Klass Wagen operates 20+ rental stations across four European countries: Romania (Bucharest Otopeni, Timisoara, Cluj, Sibiu, Iasi, Bacau, Craiova, Oradea, Suceava, Brasov, Targu Mures), Hungary (Budapest Airport), Portugal (Lisbon, Porto, Faro, Madeira), and Austria (Vienna Airport). All airport locations include free shuttle service from the terminal. Klass Wagen is Europe's Leading Independent Car Rental Company, awarded by the World Travel Awards 2025.

Question 30

Do you offer one-way rentals?

Accepted Answer

Yes, Klass Wagen offers one-way rentals between our locations. The one-way (ONW) fee is calculated based on the distance between branches and varies by city/country.

The fee typically ranges from €50 (neighboring cities) up to €650 (the longest distances, including routes between different countries—e.g., Austria and Romania).

One-way rentals are also available between branches in neighboring countries such as Romania, Hungary, and Austria.

In Portugal, one-way rentals are available within the mainland only.

One-way availability depends on the route, so please check during booking or contact our reservations team.

Question 31

What are your operating hours?

Accepted Answer

Klass Wagen airport locations operate 24 hours a day, 7 days a week, including public holidays. Our airport shuttle service is available around the clock.

*Please note that, depending on the website used to make the reservation, additional fees may apply for early or late pick-up/return services. We recommend checking your voucher for the exact conditions, as these fees are usually charged for services scheduled between 18:00 and 08:00.

City Center locations are open every day, 8:00-18:00.

Our customer support line (+40 374 020 002) is available 24/7 for emergencies and booking assistance.

Question 32

How new are your cars?

Accepted Answer

Klass Wagen operates a fleet of over 7,000 vehicles, renewed annually to ensure customers always drive modern, reliable cars. Our range includes models manufactured within the last one to two years, spanning family cars, automatics, SUVs, hybrids, and vans. We are present across Romania, Hungary, Portugal, and Austria.

Question 33

Do you have automatic cars?

Accepted Answer

Yes, Klass Wagen offers automatic transmission vehicles at all locations across Romania, Hungary, Portugal, and Austria. Our automatic fleet includes economy, SUV, and premium categories. Automatic vehicles are popular and availability varies by location, so we recommend booking at least 7 days in advance to guarantee an automatic car, especially during peak season (June-September).

Question 34

Do you include unlimited mileage?

Accepted Answer

Yes, all Klass Wagen short-term rentals include unlimited mileage at no extra cost. Drive as far as you want without worrying about per-kilometre charges. This applies to all vehicle categories and all locations across Romania, Hungary, Portugal, and Austria. Long-term rentals and car subscriptions may have mileage packages. See our car subscription page for details.

Question 35

What should I do if I have an accident or breakdown?

Accepted Answer

First, it’s mandatory to call the Customer Care Department to report the accident and to ask for support. The agents will inform you about what documents you need to get, and after that together we will decide if the car needs to be changed or not, depending on the damage. If the car needs to be replaced, you will be informed about additional details.

In case of an accident: (1) Ensure everyone is safe, (2) Call emergency services if needed (112 in all EU countries), (3) Take photos of the damage and the scene, (4) Get the other party's details if applicable, (5) Call Klass Wagen's 24/7 emergency line written on the car key chain.

For breakdowns, call our roadside assistance number provided in your rental agreement or written on the car key chain. We will arrange a replacement vehicle or towing depending on the situation. Do not attempt repairs yourself.

Our customer support line (+40 374 020 002) is also available 24/7 for emergencies and booking assistance.

Question 36

My deposit was unblocked at the drop-off as the car was in perfect condition, but I did not receive the money yet. What should I do?

Accepted Answer

We would like to make it clear that we discuss a preauthorization, not payment. In other words, the amount is never leaving your account, it's just blocked by Klass Wagen and can be charged by Klass Wagen in case of damage. If you received at the drop off a POS receipt which says "Anulare preautorizare”/ “Cancel preauthorization” and the transaction is approved “Tranzactie aprobata", that means that we did our part and sent the information to the bank. Now, the amount of time that you need to wait until the amount is again available in your account depends on how the banks process this transaction. In some cases, the amount is available immediately, but in other cases, it can take longer, like a few days or 2-3 weeks. You do not need to worry; the amount is released automatically after 30 days anyway. Another option would be to go to the issuing bank with the receipt to check the status of the transaction.

Question 37

I lost the keys to the car. What do I do?

Accepted Answer

You need to call our Customer Care department immediately. One of our Agents will arrange for a key replacement as soon as possible, and you will pay a fee.

Question 38

Do I need to wash the car before giving it back?

Accepted Answer

If you rented the car by choosing to have full responsibility for the damages (deposit option), it's mandatory to return the car washed so you can check it for damages. If the car is dirty at the drop-off, the check would be impossible, and according to the Terms and Conditions, we will take a maximum of 2 days to wash the car and to check it in your absence. To conclude, it's to the customer's advantage to bring back the car as clean as he took it, so he can be aware and sure about what happens with his deposit.

Question 39

I am responsible for additional damages and now my deposit remained blocked. What should I do?

Accepted Answer

Now your case is under the Damage Department's responsibility and all you must do is wait 20 days maximum until my colleagues get in touch with you via e-mail to inform you about your conclusion. We know that most of the customers have insurance from other companies and that's why we do our best to solve the damage cases as soon as we can. All the damage cases are solved in chronological order.

Question 40

How long does it take to return the Via Verde deposit?

Accepted Answer

All toll charges (highways, roads, bridges) and the Via Verde device rental fee are deducted from a €150 security deposit. This amount is returned within 30 days after the vehicle is returned.
Note: This deposit does not apply to bookings in Madeira.

Question 41

Why is there an extra charge besides the highway tolls?

Accepted Answer

The additional charge is for renting the Via Verde device, which allows fast access through toll lanes in Portugal.

The rental cost is €2.23/day, capped at €22.30 per rental (VAT included).
This is charged in addition to the actual toll fees, both deducted from the security deposit.

Question 42

Why did you charge me for tolls but didn’t return the deposit yet?

Accepted Answer

Toll charges and the Via Verde rental fee are processed after your rental ends. Depending on your booking length:

For rentals up to 12 days, a pre-authorization is made.
For longer bookings, a direct charge is processed.

Refunds for any remaining deposit are completed within 30 days. If it's been longer and you haven’t received it, please contact our customer care team:
📧 customercare.pt@klasswagen.com
📞 +351 211 454 208

Question 43

Can I get an invoice for my payments at Klass Wagen?

Accepted Answer

Of course, at the pick-up, you will be asked how you prefer your invoice: in your name or the company’s name, and you will receive it via e-mail the next working day. If you cannot find the invoice by the next day, please contact the Customer Care Department and they will solve the situation.

Question 44

I received the invoice, but the details are not correct. What should I do?

Accepted Answer

Once an invoice is issued with incorrect details, it cannot be modified.

Question 45

I pre-paid for a future booking but now I need to cancel it. When can I get my money back?

Accepted Answer

If you cancel more than 48 hours before your scheduled pick-up, you’ll receive a refund of the amount paid, minus €30 (administrative and banking fees), within 5–7 business days.
If you cancel less than 48 hours in advance, the amount paid is non-refundable, but you will receive a voucher for any additional services purchased, valid for a future booking.

To cancel, use the "Cancel" button in your confirmation email or contact us at reservations@klasswagen.com

For the detailed policy, please read the Terms and conditions.

Question 46

What should I do if I have forgotten an object in the vehicle?

Accepted Answer

If you have forgotten a personal object in the rental vehicle, you can send an e-mail providing a description of the object, the contract number, and the rental dates.

Customer Care Department can be reached at the following e-mail address: customercare@klasswagen.com

Question 47

How can I recover the lost object?

Accepted Answer

To recover a lost object, after you have confirmation that it has been found, you can pick it up from the office where you left it, send a family member or friend duly identified, or hire a courier service for the pick-up of the object.

Frequently asked questions

Your Car Rental Questions, Clearly Answered