Here is every way to reach us, and what each channel is for.
Your channels at a glance
- Lea, our chat assistant, instant, 24/7. Answers questions about bookings, returns, deposits and damage processes, and creates a support ticket when your case needs the team.
- Contact Form, for damage disputes, invoice questions, document requests and anything that needs a written case.
- Claims Portal, for refund and compensation claims after your trip. Processing up to 6–8 weeks.
- Phone, only for urgent help on the road. During an active rental you find the dedicated number in your customer account under "Help on the road", for breakdowns and urgent problems while travelling. There is no phone line for booking, deposit, invoice or damage cases, these are handled in writing, where your case and evidence can be properly documented.
During an active rental
- For breakdowns and urgent problems on the road, use the number in your customer account under "Help on the road".
- Report damage via the digital accident report, ideally within 48 hours.
Already have an open case?
- Every case receives an answer. During high season, reviews of damage and claim cases can take up to 6–8 weeks.
- One message per case is enough. Follow-up messages and duplicate tickets do not speed up the review, each extra message has to be matched to your case and can slow it down.
- Automated payment reminders during an open dispute do not mean your case is ignored, details here.
Tip: The fastest resolution for damage and deposit cases is one complete written message: booking number, damage number (Schadennr.), and timestamped evidence included from the start.