Different Vehicle Than Expected
You book a vehicle category, so the car at the counter may not be the model you saw online. Check it suits your trip before you drive away.
Why the car can be different
When you book a hire car, you book a category, not a particular make and model. Rental companies use several models from different manufacturers in each category, and they don't guarantee a particular make, model or colour. Read more about what "or similar" means.
The car you get will normally be from the category you booked. If none are available, the rental company will usually provide a car of similar size or one from the next available category.
What to check at the counter
Before you sign and drive away, check that the car suits your trip:
- Seats: there are enough seats for everyone travelling.
- Luggage: your bags will fit. See luggage.
- Transmission: it is the transmission you need. Your booking confirmation shows the transmission for your vehicle group.
- Extras: any extras you requested, such as a child seat, are there. Check the confirmed extras on your booking confirmation.
If something doesn't suit you, talk to the counter staff before you leave. Check the rental agreement and the Vehicle Condition Report for the car you are given, as they apply to that car.
Next steps
- Charges at pick-up: check the charges before you sign
- Vehicle inspection: record existing damage
Part of Picking Up Your Car in the Car Hire Handbook.