FAQs - Frequently Asked Questions
Categories:
Reservations:
1. How much does it cost to rent a car?
The price depends on many factors (manufacturer, category class, holiday duration, country, demand, and others), so we can’t give you a final answer. You can input the necessary details on our website or speak to one of our Agents to get a price estimate.
2. How can I confirm a booking with Klass Wagen?
You can do it online at www.klasswagen.com directly with us, but we are available on other websites as well. You can confirm a booking on which website you find the best offer, but it is mandatory to read the Terms and Conditions. As well, we have our own Booking Department.
3. What documents do I need to rent a car?
You need a form of identification (ID, passport), a national or international license (if the license issuer is outside the EU), and a credit card issued in your name (we take Visa and Mastercard). We do NOT accept cards belonging to spouses, relatives, or anyone other than the person who signs the Rental Contract.
4. Can I pay in cash?
No, cash as a payment method is not accepted.
5. Can I pay with American Express?
Unfortunately, no, the only cards we accept are Visa/Mastercard credit.
6. If I confirm a booking on Klass Wagen’s website, is it mandatory to pay in advance?
No, it is not. At the final step, you must choose to pay on arrival as well. We do not prioritize prepaid bookings, so all of them are safe.
7. How old should I be to rent a car from Klass Wagen?
To qualify for a standard car rental, the main driver and additional drivers must be at least 23 years old and to have a driver license valid for at least 12 months.
If the main driver or additional drivers are younger than 23 years old (from 18 to 22 years old) and have a valid driver license with a minimum of 12 months of experience, they can rent a car if they pay the “Young driver” fee of 4 EUR for each day of rental. (Drivers that are older than 23 years, will not pay the “Young driver” fee.)
8. I need to extend my car rental. What should I do?
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.
9. How many additional drivers can I add to my contract?
Maximum 2 additional drivers.
10. If I reserve a car with you, can I get the exact same car as is displayed on the website? If not, why?
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.
11. What is your fuel policy?
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 15 € and a sum equivalent to the fuel difference. The rental price does NOT cover fuel costs.
12. Is it necessary to provide my flight number?
Yes, it's very helpful 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.
13. I have a discount voucher from Klass Wagen. How can I use it?
Please contact the Booking Department and they will give you a price offer using that voucher. If you prefer to confirm the booking on the website, use the Pay On Arrival option and present the discount voucher at the office. My colleagues will apply the discount for you. Please note that a discount voucher can be used only for a new booking. This voucher can be used only after it is applied, the minimum amount to be paid is 20 euros.
14. I have a discount voucher. When does it expire?
Our credit vouchers don’t have an expiration date. What’s even better, they can be used in any of our 3 countries, no matter where you received it.
15. Can I drive the car across the border?
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.
16. Can I smoke in the car?
No. Our policy strictly forbids smoking in any of our cars. If you break this rule, you will pay a penalty tax of 124 €.
Customer Service
1. How can I get in touch with Booking Department or Customer Care Department?
Booking Department can be reached Monday - Friday: 7:30 - 21:00 (CET), Saturday - Sunday: 9:00 - 17:00 (CET) at the following e-mail addresses and phone numbers:
- Romania +40374020002, press 1/ [email protected];
- Hungary +3618088455 / +3615507351, press 1 [email protected] ;
- Portugal +351308800132 / +351707502656, press 1 [email protected] ;
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: [email protected], and at the phone numbers mentioned above after you press 3 for other Information.
2. I would like to file a complaint against your services. How can I do that?
Please use the following e-mail address [email protected] 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.
3. My flight was delayed, what should I do?
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.
4. I brought back the car with more fuel. How can I get the money back?
You will automatically receive a discount voucher for the extra fuel.
5. I brought back the car earlier. How can I get the money back?
A discount voucher will be issued for you, in 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).
6. I'm late returning the car, is there any problem?
We give 1 extra hour after the booking return, so even if you are a bit late there isn’t any problem. If you are late more than that, a full extra day with all the services that you add are going to be charged.
Rental Locations and Vehicles
1. How many locations do you have and where are they located?
Klass Wagen has 11 locations in 3 countries. In Romania, we have offices in Bucharest-Otopeni, Cluj-Napoca, Timisoara, Sibiu, Craiova, Suceava and Iasi. In Hungary, we have an office in Budapest and in Portugal, we have offices in Lisbon, Faro and Porto.
2. Can I take the car from a certain location and return it to another location?
Yes, the One Way service is available between the offices of the cities of the same country where you rented. As for One Way service between countries, the service is only available between offices in Romania and Hungary. The price of this service depends on the distance between the offices, and the prices can be checked in the Terms and Conditions, section 3.9.
3. What are your opening hours?
We are open 24 hours per day, 7 days per week. However, according to the website that you used to make the reservation, some fees can be charged for early/late pickups/returns. We advise you to look in your voucher, usually the fees are charged for services realized between 18:00 and 8:00.
Claims and Damages
1. 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?
We would like to make it clear that we discuss a preauthorization, not a 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 will be 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.
2. I had an accident with one of your cars. What should I do?
First of all, 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.
3. I lost the keys to the car. What do I do?
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.
4. Do I need to wash the car before giving it back?
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.
5. I am responsible for additional damages and now my deposit remained blocked. What should I do?
Now your case is under the Damage Department's responsibility and all you must do is wait 20 days maximum until my colleagues will 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.
Invoices and Refunds
1. Can I get an invoice for your services?
Of course, at the pick-up, you will be asked how you prefer your invoice: in your name or a company's name, and you will receive it via e-mail the next day. If you can not find the invoice by the next day, please contact the Customer Care Department and they will solve the situation.
2. I received the invoice, but the details are not correct. What should I do?
Please contact the Customer Care Department and they will send the updated invoice in the shortest time possible.
3. I prepaid for a future booking but now I need to cancel it. When can I get my money back?
If you cancel your booking more than 24 hours before the pick-up date, you are eligible for a full refund which will be processed in 5-7 days, MINUS 20 euro that represents bank commission charges and logistical fees.
If you cancel less than 24 hours before the pick-up date, the only option is to get a discount voucher for the whole amount, a voucher that can be used any time at any Klass Wagen’s office.
*If the CLIENT wants to cancel a reservation and block the amount paid in advance for a future reservation, we will issue a credit voucher for the full amount. All cancellations will be announced via e-mail at [email protected] or by clicking the "Cancel" from the "Manage my booking" email that the CLIENT has received.
Doubts regarding lost objects
1. What should I do if I have forgotten an object in the vehicle?
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: [email protected]
2. How can I recover the object?
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.
