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Why was my reservation moved?
Your reservation may be moved for several reasons, some examples of which are listed below:
- The previous member may be running late
- There may be a reported cleanliness issue with your vehicle
- We are refreshing our fleet and your vehicle has been changed
- There is a reported mechanical issue with the vehicle
Why was my reservation moved without my permission?
We aim to move your reservation as soon as we are made aware of any potential issues. As such we may move your reservation before we contact you in order to reserve the next best available vehicle.
We will email you confirming the change and (where possible) call you. We always recommend you check your emails and app before setting off to pick up your vehicle.
What if the new vehicle isn’t appropriate?
We will aim to move you as close to the original vehicle as possible to the most comparable vehicle available.
We will look at the size of the vehicle, number of seats and transport type to ensure the new vehicle meets your requirements. Please contact our customer service team should you have any issues with the newly selected vehicle who will do their best to accommodate you.
Will you offer me any compensation for this move?
We may offer you a reimbursement of up to £20 each way to reach the new vehicle. These refunds can be processed via our customer service team or website and will require an official receipt.
We will cancel or amend your reservation free of charge should you wish to do so.
What if I can’t drive the new vehicle?
If you can’t drive the vehicle due to the transmission type or feel the vehicle is too big, please get in touch with our customer service team who will search for the next best alternative.
What if the price is different?
Don’t worry! We’ll make sure that the price you pay is equal to or less than the hourly/daily rate you originally booked. Please note in some cases this may not be possible until after the reservation has ended.
Why have you offered me a Flex?
Sometimes the only alternative vehicle may be a flex vehicle. In this case you will be able to abide by the flex rules and drop off the vehicle in any permitted parking bay within the Zipzone.
We will match the original price of your booking (hourly and daily rate) however please note that this will only be done once the reservation has ended. Our team will be in touch with further details should this be the best option for you.
Got more questions?
If you've got questions about reservations or How Zipcar works, check out our guidance or Help Centre.