Lea is your fastest way to reach us. She understands your question, answers instantly around the clock, and when your case needs a person, she hands it straight to the right team with your details already attached. One starting point for everything.
Chat with Lea
Instant answers, 24/7, on bookings, returns, deposits and damage. If it is something Lea cannot resolve on her own, she opens a support ticket and routes it to the specialist team, so you never have to work out which department to write to. Have receipts or evidence? Add your booking number, damage number (Schadennr.) and timestamped files in your first message so the team can decide faster.
On the road right now?
For breakdowns and urgent problems during an active rental, use the dedicated number in your customer account under "Help on the road". Report any damage via the digital accident report, ideally within 48 hours.
Already have an open case?
Every case gets an answer. During high season, damage and claim reviews can take up to 6 to 8 weeks. One message per case is enough: follow-ups and duplicate tickets do not speed things up and can slow your case down. Automated payment reminders during an open dispute do not mean your case is ignored, details here.
Refund or compensation after your trip?
Lea points you to the Claims Portal and helps you get access. Processing takes up to 6 to 8 weeks.
Tip: the fastest resolution for damage and deposit cases is one complete message to Lea: booking number, damage number and timestamped evidence from the start.