Support

Support

FAQs

Who are Brunel

Brunel are one of the worlds leading ground transportation providers. Successfully providing service in over 480 cities, 150 countries, available 24/7/365 days a year. We are part of the Europcar Mobility Group and are Europcar’s flagship Ride Hail operator.

How do I make a booking?

You can make a booking via our mobile app, online, or via our dedicated booking team on +44 (0) 207 068 5000.

How do I pay?

The vast majority of Brunel clients pay via Invoice. If you do not have an account please contact sales at sales@brunel.com who would be delighted to open an account for you.

Do you have an app?

Yes our easy to use app is on the Google Play or Apple Store and is free to download.

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Can I see if my car is on its way?

Using our app or online booking tool, you can see when your vehicle is on its way. You will also receive a text message.

Is it possible to cancel a car once ordered?

Yes, via our app or online booking tool you can click on “cancel”. If there are any issues please contact or dedicated bookings team on +44 (0) 207 068 5000.

How do I get an expenses receipt?

Brunel will provide you with a full VAT invoice which will be emailed to you after booking completion.

Are there any additional costs for lifts to/from the airport?

Parking is charged at cost at all airports. Additional parking charges maybe applicable if you require a meet and greet service.

Can I book a car in advance?

Yes, via the mobile app, online booking tool, or by telephone. We recommend booking in advance for any special requirements i.e. wheelchair accessible vehicles.

Do you have a customer service number?

Yes, our dedicated customer service team will be happy to help on +44 (0) 207 068 5289 or email customerservice@brunel.com

Can I request a driver?

Yes, you can request a particular driver but we cannot guarantee that this driver will be provided as drivers do work different shifts but if the requested driver is available then of course Brunel are more than happy to oblige.

What do I do if a car is late?

Calling our 24/7/365 operations call centre is the fastest way of reporting a late car. With GPS tracking our operators will be able to swiftly reassure you and/or make corrective actions swiftly.

Why am I being charged extra for particular destinations/pickups?

You have possibly chosen an airport journey or a particular type of vehicle. Please contact our dedicated customer services team on +44 (0) 207 068 5289 or email customerservice@brunel.com to confirm.

What happens if I leave something in a vehicle?

Please contact our dedicated customer services team on +44 (0) 207 068 5289 or email customerservice@brunel.com.

How much luggage can I take in a car with me?

This is totally dependant on the size of the vehicle and how many passengers are travelling.

Why do you need the flight number when picking up from airports?

It is essential to provide us with your flight number at the time of booking as this allows us to monitor the relevant live flight information and amend the pick-up time accordingly to ensure that we meet you when your flight lands. If you wish to allow additional time after arrival to your booking to ensure you are picked up later then you can do at the time of booking.

What should I do if my flight is late landing?

Because you provide us with your flight number at the time of booking then we will be able to track the flight and adjust the pickup time in case of any delays.

Where will my driver meet me?

At most airports the driver will be waiting at the barrier in the arrivals hall after you clear customs and have collected any bags. However this depends on the airport you are travelling into so be sure to check your Brunel SMS confirmations for your specific pick up point and joining instructions.

Do you charge waiting time at airports?

The booking includes 30 minutes waiting time. As above if you feel you need more time to freshen up after your flight or just need a little more time this can be requested within your booking. After this free period waiting time is charged accordingly.

Why do I have to pay for parking at the airport?

Drivers will be charged a parking fee when exiting the airport and as this fee cannot be predetermined as it is calculated depending on the length of stay, we apply this charge after the booking has been completed.

Are you able to collect me from a public event?

Due to potential road closures and traffic restrictions that are often put in place during large public events, we may advise of a specific pick-up location and advise that you communicate with your driver directly for ease of pick-up.

Are your vehicles equipped to carry wheelchairs and how can these be booked?

Yes. Brunel can provide wheelchair accessible vehicles (WAV) on request. It is advisable to pre-book a WAV as these vehicles are available in much lower numbers and while every effort is made to supply a WAV on demand, these cannot always be guaranteed.

Can I book a job with multiple pickup/drop off addresses?

Yes, you are able to book multi drop bookings in advance.

Can I have multiple pick-ups/drop offs on my journey?

Yes. If these are not requested at the point of booking then these additional stops / deviations will be charged accordingly.

Can I keep a driver all day?

Depending on availability, it is possible to book your journey “as directed”. The booking will be charged at an hourly rate that will include a number of miles within the hourly rate. If the booking is outside the M25, then it will be charged in a slightly different way. Please contact us for more information.

Can I make a booking if I don’t know my destination?

Yes, but if these are not requested at the point of booking then these additional stops / deviations will be charged accordingly. Brunel will accept “as directed” bookings in advance.

Can I pre-book a car in advance?

Yes, bookings can be made in advance. We are happy to accept pre-bookings up to 3 months in advance.

Do I need to tip the driver?

No, Brunel do not mandate any kind of gratuity. You are of course welcome to tip our drivers if you feel they have provided service worthy of additional reward.

Do you need a mobile number in order to make a booking?

No, we will accept a booking without a mobile number however, passengers will not be able to receive a booking SMS alert. We highly recommend the provision of a mobile number to avoid any possible confusion around the pick-up.

Does Brunel charge more over Christmas or other holidays?

Yes, we operate 24/7/365. Any bookings from 18.00 24th December to 00.00 on 27th December and from 18.00 on 31st December to 00.00 on 2nd January are subject to a 100% surcharge.

How accurate are your estimated journey times?

Booking times are based on Google maps journey calculation. These times are still estimates so please leave some contingency time if your arrival at destination is time critical.

How can I cancel a booking?

Bookings can be cancelled via the telephone, mobile app and online. If you need assistance cancelling a booking, please contact our dedicated bookings team on +44 (0) 207 068 5000.

How do I amend a booking?

Bookings can be amended via the telephone, mobile app and online. If you need assistance amending a booking, please contact or dedicated bookings team on +44 (0) 207 068 5000.

Where will my driver meet me at the airport?

At the vast majority of airports, your driver will be waiting at the barrier in the arrival’s hall with a nameboard. We would, however recommend that you check your Brunel SMS confirmation for your specific pick-up point.

How do I make a booking?

Via our mobile app available on the App store, online booking portal here or via our dedicated bookings team on +44 (0) 207 068 5000.

How do I get a quote?

You will receive an estimated quote if you are booking via our app, online or over the phone.

How will I know when my car is on the way?

An SMS will be sent to the mobile number provided at the time of booking once your car has been despatched. Within the SMS, you will have details of your driver’s name, vehicle registration and mobile number. In addition, once the car has been despatched, you will be able to track the actual arrival of your vehicle via your SMS.

What shall I do if my driver is late?

In the event that your driver is late, we would ask that you contact our dedicated operational team on +44 (0) 207 068 5000 who will be able to assist you with the location of your driver.

I’ve lost something in one of your cars. How do I get it back?

Please contact our dedicated customer services team on +44 (0) 207 068 5289 or email customerservice@brunel.com.

What is your cancellation policy?

If your driver has been despatched when you cancel the booking, there will be a charge/cancellation fee. If your driver is on the way when you cancel the booking, a cancellation fee equal to the minimum charge for the account will apply. For full terms and conditions, covering all cancellation charges, visit our Terms and Conditions.

What is your waiting time policy for passenger cars?

For non-airport journeys, our drivers will wait for you free of charge for 15 minutes.

For non-airport journeys, Brunel extend a free waiting period of 15 minutes. For airport journeys, Brunel extend 30 minutes free waiting time. For additional information regarding our waiting time charges, please see our Terms and Conditions.

How far in advance will I receive my driver’s contact details?

Once Brunel have allocated a driver to your booking, you will receive an SMS with the drivers’ contact details, including the make and model of the car and the driver’s contact number.

This can be close to the booked time as your driver might be completing a booking nearby and only when this booking is completed will the driver be allocated the job and you receive the details.

How will I know when my car has arrived?

Providing you have given a mobile number at the point of booking, then you will receive an SMS informing you that your driver has arrived.

I have an event coming up do you have an events team I can talk to?

Yes, Brunel have a dedicated and highly experienced events team would welcome the opportunity to discuss your specific event. Please contact the events team on roadshow@brunel.com.

What do I do if I need to amend my journey, but a driver is already on the way?

This can easily be done by contacting our 24/7/365 call centre on +44 (0) 208 068 5000.

What documents do I need?

  • Valid UK Driver’s License- No more than 6 points.
  • PCO License.
  • Clean DBS form from your last PCO check.
  • Valid Utility Bill (Electricity, Landline or Gas).

Can I allow anyone else to drive the car?

No – The car is insured in your name and you are the sole person who can drive the car.

What if I have a prior conviction, can I still rent a car?

It depends. For convictions, even spent convictions such as drink driving may mean that we cannot insure you. If you are unsure, we will confirm when you send your documents over.

Are there any discounts available?

No as this is the best deal on the market!

When can I work?

You are welcome to work whenever you want as there are no restrictions.

When are you busy?

We have advertised “Peak Times” this is when we are at our busiest and when it is most profitable for you to come out.

Can I join with my own car?

Yes you can! It must be no older than 3 years old and you will be required to bring in all of your documents to be checked.

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