Everyone deserves to enjoy the freedom of a road trip.
At East Coast Car Rentals, we’re committed to making car hire as accessible, comfortable and straightforward as possible for every traveller. Whether you have limited mobility, are travelling with an assistance animal, have low vision, are on the Autism Spectrum or simply need a little extra support, our team is here to help.
From booking through to collecting your vehicle, we’ve designed our experience to remove barriers and make travelling easier.
Accessibility at a glance
Across our 14 airport and city locations around Australia, we offer:
- Accessible branch entrances with level or ramp access
- Lower service counters and seated check-in options
- Wheelchair-friendly reception areas
- Staff trained to provide one-on-one assistance
- Assistance animal-friendly vehicles and branches
- Plain English communication
- Translation support where required
- Accessible digital communication tools
- Quiet spaces and flexible support for customers on the Autism Spectrum
Before you arrive
Need a little extra assistance? Just let us know when you book.
You can contact us by phone, email or online, and our team will happily discuss any accessibility requirements before you arrive.
If there’s anything we can do to make your experience easier, we’ll do our best to make it happen.
A more comfortable arrival
We know collecting a rental car can sometimes feel overwhelming, especially after a flight.
That’s why our branches have been designed with comfort and accessibility in mind.
Many of our locations include:
- Accessible parking and drop-off zones
- Step-free or ramped access
- Spacious reception areas
- Seating while you wait
- Lower counters for wheelchair users
- Seated check-in using a clipboard or tablet if preferred
If you need extra assistance, our shuttle drivers can help with luggage, assist you into the shuttle and support you through the check-in process once you arrive at the branch.
Communication that works for you
Everyone communicates differently.
Our team can assist using:
- Plain English
- Translation tools
- Text-to-speech technology
- Tablets with adjustable text size and high-contrast display
- Pen and paper where preferred
We’re committed to making every conversation as clear and comfortable as possible.
Supporting travellers with mobility needs
Our branches have been assessed against the Australian Tourism Industry Council (ATIC) Accessibility Framework and include features designed to improve access, including:
- Wide pathways and corridors
- Slip-resistant access paths
- Ramped entry where required
- Accessible reception areas
- Clear signage
- Seating throughout public spaces
- Wide doorways suitable for wheelchair access
Our staff are also available to provide assistance whenever it’s needed.
Travelling with an assistance animal
Assistance and support animals are always welcome at East Coast Car Rentals.
While we maintain a no-pets policy for our vehicles, accredited assistance animals are exempt and can travel with you.
Where available, branches provide shaded areas, water and suitable toileting facilities for assistance animals.
Supporting neurodiverse travellers
We understand that every customer experiences travel differently.
To help make the experience more comfortable, we offer:
- Plain English information and documentation
- One-on-one assistance throughout the booking and collection process
- Quiet periods where available
- Quiet spaces for parents and children on the Autism Spectrum
If there’s anything that would make your visit easier, simply let our team know before you arrive.
Independently assessed
East Coast Car Rentals has completed the Australian Tourism Industry Council (ATIC) Accessibility Assessment to help travellers make informed decisions about their journey.
The assessment provides detailed information about the accessibility features available across our network and forms part of our ongoing commitment to improving travel for everyone.
Need assistance?
If you have any questions before your trip or would like to discuss your accessibility requirements, we’d love to help.
Call 1800 028 881, email [email protected], or contact our team before your booking and we’ll work with you to make your journey as smooth as possible.