FAQs - Frequently Asked Questions
Frequently asked questions
Categories:
Reservations:
How much does it cost to rent a car?
The price depends on many factors (manufacturer, category class, holiday duration, country, demand, and others), so we can’t give you a final answer. You can input the necessary details on our website or speak to one of our Agents to get a price estimate.
How can I book a car with Klass Wagen?
The best way to do this is to book directly at www.klasswagen.com, what's more we have our own friendly reservations department who can help you. However, you will find Klass Wagen available for rent-a-car on comparison sites as well. You can choose the offer that best suits your needs, but make sure you understand the Terms and Conditions under which your booking is handled, as for third party bookings different terms and conditions may apply depending on the website you used, and this can be confusing at times.
What documents do I need to rent a car?
You need a form of identification (ID, passport), a national or international license (if the license issuer is outside the EU), and a credit card issued in your name (we take Visa and Mastercard). We do NOT accept cards belonging to spouses, relatives, or anyone other than the person who signs the Rental Contract.
Can I pay in cash?
No, cash as a payment method is not accepted.
Can I pay with American Express?
Unfortunately, no, the only cards we accept are Visa/Mastercard credit.
If I book a car on Klass Wagen’s website, is it mandatory to pay in advance?
No, prepayment is not mandatory on klasswagen.com but optional. At the check-out step, you must choose your payment method: pay in advance or pay on arrival. We do not prioritize pre-paid reservations, so all reservations are secure. However, if you're a discount enthusiast, you'll be happy to see that paying in advance is more cost-effective as it comes with a discount.
How old should I be to rent a car from Klass Wagen?
ROMANIA
To qualify for a standard car rental, the main driver and additional drivers must be at least 23 years old and have a driver’s license valid for at least 12 months.
Klass Wagen offers the possibility to clients that are younger than 23 years old (minimum age is 18 years old) if the following conditions are met:
If the main driver and/or additional drivers hold a valid driver license with less than 12 months of experience and/or are younger than 20 years old (minimum age is 18 years old), the CLIENT will have to pay an “Inexperienced driver” fee of 1000 Euro regardless of the length of the period covered by the rental.
If the main driver and/or additional drivers are younger than 23 years old (minimum age is 20 years old) and have a driving license for more than 12 months can rent a car if they pay the “Young driver” fee of 10 EUR for each day of rental. Drivers that are 23 years or older will not pay the “Young driver” fee.
If the main driver or additional drivers are 70 years and above and have a driving license for more than 12 months can rent a car if they pay the “Senior driver” fee of 4 Euro for each day of rental.
PORTUGAL
To qualify for a standard car rental, the main driver and additional drivers must be at least 23 years old and have a driver’s license valid for at least 12 months.
Klass Wagen offers the possibility to clients that are younger than 23 years old (minimum age is 18 years old) if the following conditions are met:
If the main driver and/or additional drivers hold a valid driver license with less than 12 months of experience and/or are younger than 20 years old (minimum age is 18 years old), the CLIENT will have to pay an “Inexperienced driver” fee of 1000 Euro regardless of the length of the period covered by the rental.
If the main driver or additional drivers are younger than 23 years old (minimum age is 20 years old) and have a driving license for more than 12 months can rent a car if they pay the “Young driver” fee of 10 EUR for each day of rental. Drivers that are older than 23 years will not pay the “Young driver” fee.
If the main driver or additional drivers are 70 years and above and have a driving license for more than 12 months can rent a car if they pay the “Senior driver” fee of 7.50 Euro for each day of rental.
HUNGARY
To qualify for a standard car rental, the main driver and additional drivers must be at least 23 years old and have a driver’s license valid for at least 12 months.
If the main driver or additional drivers hold a valid driver license with less than 12 months of experience, the CLIENT will have to pay an “Inexperienced driver” fee of 1000 Euro regardless of the length of the period covered by the rental.
Klass Wagen offers the option to clients that are younger than 23 years old (minimum age is 21 years old) in the following conditions:
If the main driver or additional drivers are younger than 23 years old (minimum 21 years old) they can rent a car if they pay the “Young driver” fee of 12 EUR for each day of rental. Drivers that are older than 23 years will not pay the “Young driver” fee.
Drivers and additional drivers who wish to rent any of the following vehicle types must be at least 25 years old and have at least 2 years of driving experience: all vehicles with automatic transmission, all 7- and 8-seater vehicles (regardless of transmission), and all cargo vans.
Drivers between the ages of 23 and 25 with a minimum of 2 years of driving experience can rent a car from one of the above classes if they pay a Young Driver fee of 12 Euro/day.
If the main driver or additional drivers are 70 years and above and have a driving license for more than 12 months can rent a car if they pay the “Senior driver” fee of 4 Euro for each day of rental.
I need to extend my car rental. What should I do?
To extend the car rental, please follow the steps: First, access our website www.klasswagen.com, click on Manage Booking and then enter your e-mail address and the reservation number that you received from us. You will access your booking and modify the drop-off date, adding days to your booking. The price will be generated by the website, and you will pay online with your card using an online payment method. Please be aware that the extension will be done and confirmed only after you pay for it. There is no other way to do a contract extension.
How many additional drivers can I add to my contract?
When renting a car with Klass Wagen, you can add a maximum of 2 additional drivers (it is fee-based).
When renting a car with Klass Wagen, can I get the exact same car as is displayed on the website? If not, why?
Unfortunately, we cannot guarantee the model of the car. We guarantee the car category (another car that has the same space/specifications), and if there is no car available from that category, we will offer you a free upgrade (a bigger and more expensive car class). The reason is very simple. There may be plenty of unexpected situations such as unexpected extensions, damages, periodic checks, and so on. However, any customer can express his preference, and we will do our best to allocate a car accordingly.
What is your fuel policy?
When you rent a car from us, the tank has a certain amount of fuel. We expect you to return the car with the same amount of fuel. If you don’t, you will pay a fee of 20 € and a sum equivalent to the fuel difference. The rental price does NOT cover fuel costs.
Is it necessary to provide my flight number?
Providing the flight number is not mandatory, but it's very helpful for us to have this information, however, we recommend all our customers contact us via phone when they are in the airport ready to be picked up so we can speed up the pick-up process.
I have a discount voucher from Klass Wagen. How can I use it?
If you have a Klass Wagen discount voucher, there are multiple ways you can apply it to your booking:
1. you can apply it on the check-out page before you confirm your booking.
2. you can contact our reservation department; tell them the discount code and they will help you with a new reservation for which they will apply the discount.
3. you can apply it at the station when you pick up your car if you have chosen to pay at pick up.
I have a discount voucher. When does it expire?
Our credit vouchers have no expiry date. What's even better, they can be used in any of our 3 countries, no matter where you receive them.
However, regarding the promotional code, it is usually part of seasonal promotional campaigns that have a validity period specified in the campaign, in this case we advise you to check the terms of the campaign.
Can I drive the car across the border?
We allow you to cross the border in select countries, but you need our written consent to do so. For a list of countries, you can check the "Terms and Conditions" section on our website.
Can I smoke in the car?
Smoking in Klass Wagen rental cars is prohibited. Our policy strictly prohibits smoking in any of our cars. If you break this rule, you will pay a penalty fee of €124.
Customer Service
How can I get in touch with the Booking Department or Customer Care Department?
The Booking Department can be reached Monday - Friday: 8:30 - 22:00 (CET), Saturday - Sunday: 9:00 - 18:00 (CET) at the following e-mail addresses and phone numbers:
Romania +40374020002, press 1/ [email protected];
Hungary +3614743966, press 1 [email protected] ;
Portugal +351211454208, press 1 [email protected] ;
All the phone numbers have regular charge numbers, and they can be called from any network.
Customer Care Department can be reached at the following e-mail address: [email protected], and at the phone numbers mentioned above after you press 3 for other Information.
I would like to file a complaint against your services. How can I do that?
Please use the following e-mail address [email protected] to write your complaint and one of our colleagues will check, analyze the situation, and send you an answer with a solution in a maximum of one day.
My flight was delayed, what should I do?
There is no problem, all you must do is inform the Customer Care Department about your delay, and we will do our best to keep your reserved car until you arrive. We can discuss the additional details on the phone.
I brought back the car with more fuel. How can I get the money back?
You will automatically receive a discount voucher for the extra fuel.
I brought back the car earlier. How can I get the money back?
A discount voucher will be issued for you, with the equivalent value of the unused additional services, but with a limit of a maximum of three days. This voucher has no expiration date, and you can use it at any KLASS WAGEN location.
* This policy only applies to returns made at least one day before (24h).
I'm late returning the car, is there any problem?
We give 1 extra hour after the booking return, so even if you are a bit late there isn’t any problem. If you are late more than that, a full extra day with all the services that you add are going to be charged.
Klass Wagen Locations and Vehicle
How many stations do you have and where are they located?
Klass Wagen has 18 locations in 3 countries. In Romania, we have offices in Bucharest-Otopeni, Bucharest-Baneasa, Cluj-Napoca, Timisoara, Oradea, Sibiu, Craiova, Brasov, Suceava, Bacau and Iasi. In Hungary, we have an office in Budapest and in Portugal, we have offices in Lisbon, Lisbon Downtown, Faro, Porto, Porto Downtown and Madeira.
Can I take the car from a certain location and return it to another location?
Yes, the One-Way service is available between the offices of the cities of the same country where you rented. As for One Way service between countries, the service is only available between offices in Romania and Hungary. The price of this service depends on the distance between the offices, and the prices can be checked in the Terms and Conditions, section 3.9.
What are your opening hours?
We are open 24 hours per day, 7 days per week. However, according to the website that you used to make the reservation, some fees can be charged for early/late pickups/returns. We advise you to look at your voucher, usually the fees are charged for services realized between 18:00 and 8:00.
*The downtown locations in Lisbon and Porto are open from Monday to Sunday between 08:00 and 18:00
Claims and Deposit
My deposit was unblocked at the drop-off as the car was in perfect condition, but I did not receive the money yet. What should I do?
We would like to make it clear that we discuss a preauthorization, not payment. In other words, the amount is never leaving your account, it's just blocked by Klass Wagen and can be charged by Klass Wagen in case of damage. If you received at the drop off a POS receipt which says "Anulare preautorizare”/ “Cancel preauthorization” and the transaction is approved “Tranzactie aprobata", that means that we did our part and sent the information to the bank. Now, the amount of time that you need to wait until the amount is again available in your account depends on how the banks process this transaction. In some cases, the amount is available immediately, but in other cases, it can take longer, like a few days or 2-3 weeks. You do not need to worry; the amount is released automatically after 30 days anyway. Another option would be to go to the issuing bank with the receipt to check the status of the transaction.
I had an accident with one of your cars. What should I do?
First, it’s mandatory to call the Customer Care Department to report the accident and to ask for support. The agents will inform you about what documents you need to get, and after that together we will decide if the car needs to be changed or not, depending on the damage. If the car needs to be replaced, you will be informed about additional details.
I lost the keys to the car. What do I do?
You need to call our Customer Care department immediately. One of our Agents will arrange for a key replacement as soon as possible, and you will pay a fee.
Do I need to wash the car before giving it back?
If you rented the car by choosing to have full responsibility for the damages (deposit option), it's mandatory to return the car washed so you can check it for damages. If the car is dirty at the drop-off, the check would be impossible, and according to the Terms and Conditions, we will take a maximum of 2 days to wash the car and to check it in your absence. To conclude, it's to the customer's advantage to bring back the car as clean as he took it, so he can be aware and sure about what happens with his deposit.
I am responsible for additional damages and now my deposit remained blocked. What should I do?
Now your case is under the Damage Department's responsibility and all you must do is wait 20 days maximum until my colleagues get in touch with you via e-mail to inform you about your conclusion. We know that most of the customers have insurance from other companies and that's why we do our best to solve the damage cases as soon as we can. All the damage cases are solved in chronological order.
Via Verde
Q: How long does it take to return the Via Verde Money/deposit?
A: All toll fees for highways, roads, and bridges will be charged to you during the rental period. The charges for tolls and the Via Verde device will be deducted from the security deposit within 30 days after the car's return.
Q: Why is there an extra charge beside the highway tolls?
A: The extra charge besides the highway tolls is for renting the Via Verde device. This device allows you to use the Via Verde lanes at toll gates and automatic toll systems in Portugal. The cost for renting the Via Verde device is €2.07 per day, with a maximum charge of €20.70 per rental (VAT included). This charge is separate from the actual toll fees, which are also deducted from the refundable security deposit of €150 within 30 days after the car's return.
Q: Why did you charge me the toll Money but didn’t return the deposit?
A: The toll charges and the cost for renting the Via Verde device are deducted from the refundable security deposit within 30 days after the car's return. If the toll charges have been deducted but the deposit has not been returned, it could be due to the processing time, which can take up to 30 days. If it has been more than 30 days since you returned the car and you have not received the remaining deposit, please contact our customer care team for assistance. You can reach them at [email protected] or +351211454208. They will be able to provide you with more detailed information regarding your specific case.
Invoices and Refunds
Can I get an invoice for my payments at Klass Wagen??
I received the invoice, but the details are not correct. What should I do?
Once an invoice is issued with incorrect details, it cannot be modified.
I pre-paid for a future booking but now I need to cancel it. When can I get my money back?
If you cancel more than 48 hours before your scheduled pick-up, you’ll receive a refund of the amount paid, minus €30 (administrative and banking fees), within 5–7 business days.
If you cancel less than 48 hours in advance, the amount paid is non-refundable, but you will receive a voucher for any additional services purchased, valid for a future booking.
To cancel, use the "Cancel" button in your confirmation email or contact us at [email protected]
For the detailed policy, please read the Terms and conditions.
Doubts regarding lost objects
What should I do if I have forgotten an object in the vehicle?
If you have forgotten a personal object in the rental vehicle, you can send an e-mail providing a description of the object, the contract number, and the rental dates.
Customer Care Department can be reached at the following e-mail address: [email protected]
How can I recover the lost object?
To recover a lost object, after you have confirmation that it has been found, you can pick it up from the office where you left it, send a family member or friend duly identified, or hire a courier service for the pick-up of the object.
