Europcar

Price promise:

Book car hire online with Virgin Australia and receive the lowest retail rates with Europcar, as assured by our Price Promise4.

Points values shown are correct as at 01 October 2020 and are subject to change. All car rentals are governed by Europcar's standard Terms and Conditions. To earn Velocity Points you must be both a Velocity member and the main driver on the vehicle rental agreement with all details matching across both partners. Members will earn Points on the first 30 days of an eligible Europcar rental only. Should a member rent multiple vehicles at the same time, Points will only be earned on the rental of the vehicle returned first. Check the Velocity Membership Terms and Conditions for details about earning Velocity Points with Europcar.

Terms & Conditions:

1. In Australia and New Zealand the Points earn rate is based on the base rental cost of the vehicle. For the rest of the world you will earn a flat rate of 800 Points per rental. Members will not earn Points on contract rates, international wholesale rates, staff and industry rates, restricted rate plans, damage liability cover, optional insurance, vehicle registration fee, premium location fee, admin fee, taxes, GST, one way fees, age surcharges, additional driver fees and equipment such ski racks, baby/booster seats or GPS rental costs. Please note that not all car types will be available.

Points values shown are correct as at 01 October 2017 and are subject to change. All car rentals are governed by Europcar's standard Terms and Conditions. To earn Velocity Points you must be both a Velocity member and the main driver on the vehicle rental agreement with all details matching across both partners. Members will earn Points on the first 30 days of an eligible Europcar rental only. Should a member rent multiple vehicles at the same time, Points will only be earned on the rental of the vehicle returned first. Check the Velocity Membership Terms and Conditions for details about earning Velocity Points with Europcar.

2. Car Rental Rewards are governed by Europcar's standard Rental Terms and Conditions applicable to the booking. You must be a Velocity Member to redeem Points for Car Rental Rewards with Europcar.  All redemptions are non-refundable and name changes are not permitted. Car Rental Rewards can only be booked via cartrawler.virginaustralia.com. The actual Points required will vary depending on the car type, time of booking and date for which the booking is mad. Redemption levels are subject to change at the discretion of Virgin Australia. Additional costs, such as prepaid fuel, damage liability reduction options, additional kilometres, baby seats and GPS units are not included and must be paid at the time of collection of the vehicle. Changes to Car Rental Reward bookings can only be made by contacting Cartrawler directly on 02 8015 2643, and must be made at least 24 hours prior to the start date of the rental. Any changes made less than 24 hours prior to the start date of the rental (including not collecting the vehicle) will result in your Points being forfeited. If you wish to change your rental to a smaller class of vehicle then any Points difference will be forfeited.  Velocity Membership and points earned and redemption is subject to the Member Terms and Conditions Velocity, as amended from time to time.

4. Price Promise

Price Promise is only available with our Preferred Suppliers Thrifty, Hertz and Europcar for rentals within Australia and New Zealand.

The Price Promise does not apply to cancelled bookings or if a guest finds a cheaper rate through a travel agent, or by way of a corporate discount, private membership rate or when purchasing car hire as part of a holiday package.

A Price Promise claim must be based on a like-for-like comparison between the retail rate provided through cartrawler.virginaustralia.com or as a Travel Extra while booking flights online via the Virgin Australia website and the retail rate provided online by the same Preferred Supplier with the exact same rental conditions.

Rental conditions include:

• The same pick-up and drop-off locations
• The same time and dates
• The same vehicle make and model
• The same inclusions (baby seat, GPS, insurance waiver etc.)
• The same promotion rates or codes

If you are comparing discounted or promotional rates, the exact same discount or promotion must be included on the supplier’s site to form the basis of a valid claim. The vehicle at the lower price must be available online for instant confirmation.

The Price Promise may be revised, amended, updated, and/or discontinued at the absolute discretion of Virgin Australia from time to time. The terms of the Price Promise which apply to a claim are those published on the Virgin Australia website at the time a claim is submitted.

How do I cancel my Europcar redemption booking and am I eligible for a refund?

We understand if you can no longer travel and you need to cancel your existing Europcar redemption booking. Bookings made up until 30 September 2020 may be cancelled and will be refunded. To cancel your booking, please go to https://customer.cartrawler.com/ and enter your details including the booking number found on your confirmation email to find your booking. In your booking summary, click on ‘Cancel Booking’. You will be prompted to add a reason for the cancellation before confirming. Once confirmed, you will be sent a cancellation email. Please allow up to 21 days to receive the Points refund. If you have not received your Points refund after 21 days, please contact the Member Contact Centre on 13 18 75 open 0800 - 2000 AEDT Monday to Friday.