Different Vehicle than Expected
Why you might be offered a different campervan at pick-up, what an upgrade or substitute means for you, and what to do if you're not happy with it.
Occasionally, a rental company can't give you the vehicle you booked. If this happens, you'll be offered an upgrade or an alternative vehicle instead. In most cases the rental company can upgrade you to a better vehicle from its fleet, but sometimes this isn't possible.
Why did I get a different vehicle?
You'll get the vehicle you booked unless something outside the rental company's control has happened. These situations are uncommon. They include a previous customer damaging the vehicle, returning it to the wrong location or not returning it by their required drop-off date.
The rental company can usually offer you an upgrade in this situation, but this isn't always possible.
The rental companies we work with state in their terms and conditions that they can substitute or upgrade the vehicle. Their terms also state that no refund is available where an upgrade has been offered.
Unsatisfied with the alternate vehicle?
If you're unhappy with the vehicle you're offered, call DriveNow on 1300 547 214 or +61 3 9095 7460 while you're still at the branch. Our customer service team will negotiate with the rental company on your behalf to see if there are any alternatives.
If you're still not happy with the alternatives and the rental company is willing to waive the cancellation fee, we'll contact other rental companies on your behalf to look for a last-minute alternative.
Layout of the campervan is different
Rental companies source the vehicles in each category from several different manufacturers. This means the images and layouts shown on the vehicle specification pages are only a guide. Rental companies try to keep the vehicles in each category consistent, but specific vehicle styles, layout configurations and interior designs may differ from those shown in the specifications.
Next steps
- Cancellation and refunds: how cancellation fees work
- Features to consider when choosing a campervan: the layouts and features that matter to you
Part of Picking Up Your Campervan in the Campervan Hire Handbook.