Let us help you with our answers to some of the most frequently asked questions (FAQ) about our car rental policies and standard procedures below. If you still can not find the answers you are looking for, please make use of our contact us page.
A: Customers are asked to contact the rental office once all luggage is collected. Our courtesy shuttle will greet you soon after at a designated meeting point, located just outside the arrival terminals. A short ride back to our depot to complete Rental formalities and you are on your way.
Note that our Canberra Office is situated on-airport, so there is no need for a shuttle service. Customers arriving into Canberra Airport will have the convenience of collecting their car right at the airport. After you disembark from your aircraft, proceed straight to the arrivals hall at Gate B and our rental counter is there in the terminal. After a moment completing your rental, proceed to the airport car park on the ground level and go to the East Coast Car Rentals Parking Bays to collect your car. Our parking bays are well signed.
Collection Locations & Instructions:
Brisbane Domestic Airport Terminal
Brisbane International Airport Terminal
Cairns Airport Terminal
Canberra Airport Terminal
Gold Coast Airport Terminal
Melbourne Airport Terminal
Sydney International Airport Terminal (download PDF version)
Sydney Domestic Airport Terminal (download PDF version)
Adelaide Airport Terminal (download PDF version)
Hobart Airport Terminal Pick Up Information
Adelaide Airport office hours: 0700 to 2000, 7 days
Brisbane Airport office hours: 0700 to 2200, 7 days
Canberra Airport office Hours: Mon-Sun 0700 -2200
Gold Coast Airport (Coolangatta) office hours: 0700 to 2200, 7 days
Cairns office hours: 0700 to 2200, 7 days
Melbourne Airport office hours: 0700 to 2200, 7 days
Sydney Airport office hours: 0700 to 2000, 7 days
Sunshine Coast Airport office hours: Mon-Fri 0800 to 1700 & Sun 0800-1300
Hobart Airport office hours: Mon-Fri 0700 to 2000
** Please Note:- Our last courtesy transfer is 30 minutes prior to close of business. **
After hours vehicle collection is not available.
Our Airport locations are open on Christmas Day and New Year's Day. All locations are open during all other holiday periods.
Departures - Customers are asked to allow ample time for vehicle check-in, and return transfers from our office to the departure terminal. Suggested times for rental return is at least 180 minutes prior to an international flight and 120 minutes prior to a domestic flight. Return transfers are completed on a first come - first served basis, and leave regularly during the above times. Customers departing on early flights are advised to check-in to their flight, prior to returning the rental vehicle. We are unable to accept responsibility for any missed flights where the vehicle has been returned outside of our recommended return time.
Note for Canberra Airport, customer returning their East Coast Car Rentals car to Canberra Airport should follow the airport sign which says Rental Car Returns. Once you have parked your car in our return bay, proceed to the rental counter on the ground floor in the Arrival Hall at Gate B to return your keys and we will complete your rental for you.
Secure After hours Airport Parking facilities are available at some of our locations (a nominal fee may apply), please discuss this option with our staff at the time of collection.
Unavoidable delays may occur during peak periods.
For all the available car hire locations, please refer to the following list:
A: We offer a FREE courtesy shuttle that will collect and return you from your local accommodation and transfer you to our local rental office. This can be arranged simply by notifying the Rental Office 30 minutes prior to collection with your local address details. Subject to conditions, peak seasons, time of day and staff availability. Rental Office details available on "Confirmation" email. Please note: Our serviced area is within the local proximity of the office. Please check in advance if you are unsure whether you accommodation falls within that area.
A: Relocation between offices is possible and subject to a nominal relocating fee. Online quotes will calculate a relocation fee between offices (where applicable). Please note that for one-way interstate rentals a nominal daily rate surcharge of $10 will apply. Subject also to minimum rental and availability. Please contact our Reservations team for availability and rates.
A: All hirers must provide a current valid driver's licence and valid credit card in the same name as well as the Booking Confirmation email to assist us on your arrival. Any discounts, coupons, or other promotional material must be presented upon arrival.
A:You and any authorised driver must only use the vehicle on a road which is properly formed and sealed.
The vehicle cannot be taken onto Kangaroo Island, Bruny Island, Fraser Island, Magnetic Island, Groote Eylandt, Gove Peninsula or the Tiwi Islands.
Travel is not permitted into or out of the Northern Territory, Western Australia or Tasmania.
In Queensland, the vehicle cannot travel in a Westerly direction on Highway No. 27 beyond Chillagoe; on Highway No.1 beyond Normanton in a Southerly direction and no further North than Karumba: The vehicle is not to be driven beyond Cooktown to the North or Lakeland to the West and no further North than Cape Tribulation on the Coast Road; or on the Coast Road from Helenvale to Cape Tribulation, or from Laura to Lakeland.
Vehicles are not to be taken above the snow line in New South Wales and Victoria (being Jindabyne in New South Wales and Bright in Victoria from the beginning of June until the end of September.
Travel on beaches or through streams, dams, rivers or flood waters is prohibited at all times.
A: Our heavily discounted rates do not reflect the type of use for Rentals traveling beyond our "Area of Use"
We have more information on distances between major Cities and Towns, things to see and do and general safety topics in our Driving Information section.
Inter-office relocations may be subject to minimum rental periods and availability. Please email or call our reservations team for an individual all-inclusive package.
A: Your planned route may involve travel along roads that have mandatory tolls. These toll roads no longer have payment booths and require the vehicle to have an e-Tag. East Coast Car Rentals in conjunction with the New South Wales Roads and Maritime Services (RMS) have joined forces to provide all our customers with a hassle-free solution to all your toll road journeys. All East Coast Car Rental vehicles are now fitted with e-Tags. You need do nothing. Your toll road usage will be recorded by the e-Tag fitted to the vehicle you rent and in turn, the RMS will charge your nominated credit card for any toll roads used for the duration of you rental. More information can be found on the RMS website.
A. The Airport Concession Fee is a fee charged by the airport corporation for operating on airport. This fee is in turn passed on directly to the customer.
A: You are responsible for all fines and infringements due to unpaid parking fees, speeding and other traffic related infringements. In some cases, these fines can be very costly. In addition, a processing fee will be applied to process those parking/traffic infringements and speeding fines.
A: We ask all customers to return fuel to original starting level at commencement of rental. We are unable to offer credit or refunds for returns with excess fuel.
A: We provide courtesy Tourist Maps, upon request, for all our rentals. For those customers who need accurate directions, we recommend choosing to rent a GPS unit for a nominal daily charge.
A: Any driver with an appropriate licence between 25 and 80 years of age are able to rent from East Coast. Drivers aged between 21 and 24 years of age are permitted to hire, but are subject to an age surcharge of $8.80 per day. We are unable to hire to drivers under 21 years old.
A: Drivers who hold a valid Provisional Licence (P Plate) may rent from East Coast Car Rentals under the following provisions:
Learner Drivers (L Plate) are not permitted to rent vehicles with East Coast Car Rentals.
A: You will need an International Drivers Permit if your local driver's licence is not written in Roman Alphabet characters. For example, Chinese, Japanese, Arabic, etc. You must present BOTH your locally issued driver's licence AND an International Drivers Permit in this situation. If your driver's licence IS written in Roman Alphabet characters, then you only need to present your current local valid driver's licence.
A: New Zealand road laws prohibit you from driving a vehicle unless your overseas driver licence is written in English or you hold an International Driving Permit (IDP). Even an European Union (EU) driver licence or a licence partially written in English is considered unacceptable under New Zealand law. Without an IDP or approved translation you are unlawful to drive on New Zealand roads and could incur a fine of up to $400 and roadside impoundment of your vehicle. East Coast Car Rentals is unable to provide you with a rental vehicle unless you possess a Certified English Translation of your driver licence OR an International Driving Permit. It is recommended to have your non-English driver's licence translated before you pick up your car. For translation services, please contact TransNational or a similar service provider.
A: Only named/nominated drivers whose name appears on the Rental Agreement, or attachments, may drive. Each driver must be listed on the Rental Agreement and must present their driver's licence at time of collection. An additional driver/hirer fee of $11 per driver will apply. Age surcharges may also apply. Maximum 4 drivers per rental.
A: Yes, you may return your rental car when our office is closed, if prior arrangements have been made. Detailed maps including drop-off location and instructions on key return will be supplied at the commencement of hire. Nominal Airport Parking fees normally apply. Rental cars may also be returned directly at the rental depot after hours, however the vehicle remains the renter's responsibility until such time it has been checked-in by our Rental representative the following day.
A: Our makes and models are suggested and categorised as accurately as possible and indicate the majority type within a category. Please advise us of your preference when making your booking and if available we will try to accommodate your request.
A: Report the accident to the Police immediately. Ensure all details of any third parties, witnesses and police that attend at the scene are recorded and contact us immediately. Do not admit liability. Our staff will assist and advise accordingly.
A: 24 hour roadside assistance with RACQ/RACV/NRMA is covered in all rentals. Please note that a 'human error call out' will incur a $85 service fee. For example, keys locked in car, out of fuel or lights left on and battery becoming flat.
A: All of our vehicles can NOT be used to tow or push anything, this forms part of the rental terms and conditions.
A: Please refer to our Booking Terms and Conditions for more information.
A: Please refer to our Rental Terms and Conditions for more information.
A: Roadside Assistance will cover the unlikely event of mechanical failure. It does not cover non-mechanical defects such as, lost keys, keys locked in the vehicle, flat battery due to lights being left on etc. Call-out fees apply in these instances.
A: On Arrival - Quality Fleet management ensures that all vehicles are subject to a full detail and safety check prior to its next rental. As re-assurance to our clients and part of our ongoing commitment to quality control, a visual inspection is jointly completed with the hirer present upon collection. All customers receive a copy of a Vehicle Summary Report on commencement of hire and agree to the vehicles condition. All cars are new and kept in the same condition.
On Departure - On return to the depot, our staff will re-inspect the condition of the vehicle referring to the same signed and agreed “Vehicle Summary Report” (VSR) completed at the commencement of hire. Subject to a satisfactory final inspection, our check-in staff will close and complete your rental.
A closed copy will be supplied on request subject to all charges paid in full.
A: Subject to the terms and conditions of the Rental Agreement, standard damage cover is included and a liability applies:
Windscreen and Tyre Cover
Windscreen and Tyre Cover protects the renter for damage to these items. Windscreen means “front” windscreen. Windscreen damage refers to chips, cracks or stars to the windscreen. “Tyre” means any one of the four tyres on the vehicle at any given time. Tyre damage refers to punctures, cuts and abrasions due to normal driving conditions.
In the event of damage to these items, there will be no charge. The cost is $5.00 per day.
Loss Damage Waiver (LDW)
Loss Damage Waiver protects you against damage caused as a result of Multi Vehicle Accidents and single vehicle accidents. You are also covered for hail and storm damage (except flood damage), theft, fire and animal damage, to the reduced liability amount where LDW is purchased.
Under 25 Drivers
Drivers aged between 21 and 25 years of age (as of the last day of the rental period) are still entitled to hire. They are subject to a compulsory, additional $8.80 per day surcharge.
EXCLUSIONS TO COVER AND LIABILITY
You must always pay the cost of and are liable for and Clauses 6 and 7 do not cover:
A: Accidents and damage do occur, however we ask all customers to ensure the "terms and conditions" of any travel insurance policy are read prior to arrival. Unfortunately, we are unable to act on the hirer's behalf, or assist in any way when making claims. Whether you hire from us or from other car rental companies, for your peace of mind, we strongly recommend you to take out any waiver options to reduce your liability as a hirer.
A: Payment is made in full upon arrival for the advised rental duration. Credit Card details are required to confirm your enquiry or reservation. These details can be changed upon arrival. Please ensure the Credit Card holder is present upon arrival.
A: Payment is made in full on arrival in Australian Dollars (AUD).
We accept Visa and MasterCard Credit and Debit Cards, Eftpos, Cash and Travelers Cheques. Customers choosing to pay by EFTPOS, Cash or Travellers Cheques, it is compulsory for Loss Damage Waiver (LDW) to be accepted at the time of rental. A Visa or MasterCard Credit/Debit Card will also be required for security purposes.
A: For the holding deposit, we do require the main driver of the vehicle to hold a valid current credit card and be present on arrival. East Coast Car Rentals will pre-authorize an amount, up to the chosen excess, on the hirers Credit Card. Please make sure that sufficient funds are available to cover the chosen excess. Upon return and close of the rental, the pre-authorisation can be cancelled at the card holders request, alternatively the hold will automatically be released by the card issuing bank after a period of time.
Note: In all cases the credit card holder must be present upon the collection of the vehicle, be included on and sign the Rental Agreement. An additional driver/hirer fee will be charged.
The use of Debit Card as security will incur a 5% surcharge on the full cost of rental.
A: Cash can be used to make payment for the rental, provided a valid credit card is used for the holding deposit under the following conditions:
A: Yes. EFT POS payments are treated as cash payments and subject to the same conditions as our cash policy above. The pre-authorisation/bond can not be done on an EFT POS card.
A: Yes. Debit Credit Cards are treated as credit cards, but are subject to a 5% surcharge.
A: An "estimate of charges" is advised based on the details upon booking. These will include a daily rate, standard liability, GST and an administration fee. Fees relating to extended rentals, relocations, optional extras, collections or returns outside normal business hours, damage liability etc. will be subject to standard charges. A nominal Administration Fee applies to all charges. East Coast Car Rentals does NOT CHARGE a Daily Registration Recovery Fee (DRRF), Airport Levies or any other hidden fees. These 2 fees alone add approximately $20 per day! Collecting a rental from any multi-national at all Airports is an expensive convenience.
A: Unless a booking confirmation states "Free Unlimited Kilometres per day", any additional kilometres are charged at 22 cents per kilometre.
A: If the vehicle is returned late, each hour or part of will be charged at one fifth (1/5) of the daily rental. As courtesy to the next renter and for an opportunity for to arrange an alternate vehicle, please advise "Reservations" immediately. Extra charges may apply due to vehicle availability. Optional extras (e.g., Liability Waiver etc.) will be charged at the full daily rate.
A: The website, including the online booking system, rental quotation and confirmation will indicate whether your rental comes with any free kilometres per day. Heavily reduced rates/discounts may have a limited kilometre rate.
A: Yes, we do hire baby and booster seats for a nominal daily fee of $5.50 per day, capped at a maximum of $55 per hire, each. Front/Rear facing Baby seats suitable for newborn to 18kg. Booster seats suitable for toddlers 14kg to 26kg. All vehicles have the required fittings. Vehicle manufacturers provide a maximum of three anchor points in all vehicles. Be sure to include with your online reservation.
Please note: For safety reasons, East Coast Car Rentals will not install your baby seat or booster seat. It is the responsibility of the renter to ensure that the seat is installed correctly. We will gladly assist you with the installation at the time of collecting your vehicle. East Coast Car Rentals will not be liable for any incorrect baby seat or booster seat installations.
A: You may use another person's credit card for the payment and/or holding deposit provided they are prepared to become the main renter of the vehicle, hold a valid current credit card and be present on arrival. By prior arrangement, should the card holder not be able to attend the collection of the vehicle, an Authority Form can be completed by the card holder and faxed back prior to the day of collection. Please speak to our Reservations Team for further information on this. In each case, you will then be added to the contract as an additional driver.
A: A security bond is a pre-authorization to your credit card that is used as a form of protection whilst you are renting a vehicle. Please note that your bank will hold the pre-authorisation amount and not East Coast Car Rentals. In most cases, a pre-authorisation is released by your bank within 5-7 business days for national banks and up to 21 days for international banks.
A: East Coast Car Rentals will pre-authorize an amount, up to the chosen excess, on the hirers Credit Card. Financial institutions (national banks) may take up to 7 business days to release the pre-authorization.
A: Our online reservation service is located on a secure server that guarantees the safety of the transaction. The system uses 128bit SSL encrypting technology. SSL works by encrypting all communications between your computer and our server so that information cannot be intercepted
A: Rental rates are subject to availability and demand. Reservations made "Online" are always heavily discounted. Once confirmed arrival and departure details are available, we suggest you confirm your rental requirements. Online rates are itemized to show a breakdown of all fees and charges. An email "Confirmed Reservation" or "Quote" will indicate a "Total Estimate of Charges" and be GST inclusive.
A: We reserve the right to charge the following cancellation fees to all confirmed reservations.
A: Extending the rental duration is possible at time of check out or during the rental itself. You will need to contact or come in person to the nearest location. The extension is subject to vehicle availability and extra payment.
A: Interstate relocations are available subject to minimum rental days and availability.
A: Confirmed reservations can be altered and are subject to availability. We reserve the right to alter the cost of the rentals when things such as dates, length of hire and/or vehicle category are amended. All rates, including specials and discounts provided in confirmed Reservations are valid only at the time of issue and thus changes to a reservation may be subject to a re-quoting of hire costs and incidental charges.
A: You may request a quotation and check availability without making a reservation. Complete only the first pages of the rates and reservations process. If you wish to make a reservation at this time and with these details simply continue by entering your Personal details and Credit Card via our secure booking page.
A: Upon the completion of our final confirmation page of our online booking form, you will be redirected to a web page indicating the booking has been successful and a "Reservation Number" will be provided to you. In addition, the system would be sending you a "Confirmation Email" with your booking information. Please print out the booking confirmation, it is important to remember or note down your "Reservation Number" for future reference and communication with our reservation staff. For any reason you did not receive a "Confirmation Email", please contact our Reservation staff. Please read the confirmation email thoroughly to check your booking details such as vehicle class, airport collection procedure, terms and conditions of hire and other details. If there is any errors or problems, please contact our Reservation staff.
A: An ECP Code (East Coast Promotional Code) is a unique, identifying, alpha-numerical car hire code given to advertisers and affiliated businesses. This code is normally printed on coupons and other advertising mediums that are communicated to their customers, clients, supporters and members. Should you be in receipt of such a code, please ensure that you correctly enter it in the space provided before commencing booking or quote.
A: Should you not find the information you need on this help or FAQ page, please use our Contact Us page to send questions or messages to us.