GUIDE FOR EXPATRIATES
FAQ
CONTACT US
| Service Hotline: | 400-888-1336 |
| Shanghai: | 86-21-6085-1900 |
| Beijing: | 86-10-5739-2000 |
| Tianjin: | 86-22-2742-2691 |
| Shenzhen: | 86-755-2665-5099 |
| Email: | bookcars@hertz.com |
Emergency Phone: Beijing 86-13718788099 Shanghai 86-15821009392 |
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Opening Hours: |
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| Monday to Friday | 8:00am to 8:00pm |
| Saturday and Sunday | 9:00am to 6:00pm |
| Public Holiday | 9:00am to 6:00pm |
FAQ
FREQUENTLY ASKED QUESTIONS (FAQ)
Rates and reservations
Q: Can I modify or cancel my reservation online?
A: This is not supported at present, please contact Hertz China Reservations Center to do so.
Q: I made a reservation through my Travel Agent can I change it online?
A: Yes, or you may call Hertz China Reservations Center to do so.
Toll Free: 400 888 1336 / 800 988 1336
Q: How can I get a rate for different Hertz China services?
A: Click "Reservations" tab on the top left corner of this page. Select the product/service you require and submit your information according. Hertz Customer Service will contact you via email or telephone with the rate quotation and other booking details within 24 hours.
Program and services:
Q: Can I earn Frequent Flyer credit with my Hertz rental?
A: Earning Frequent Flyer credits vary by carrier. If Hertz is a partner in the frequent flyer program of the carrier you are flying, qualified rentals can earn program credits. Please review the various SFP’s policies in our partnership section by clicking on the “Partners” link on the left navigation.
Q: Can I enroll in Hertz #1 Club program online?
A: Yes. Please click on "#1 Club" in the navigation tab on the left and follow the link.
Q: Can I receive Frequent Flyer Miles On Previous Rentals?
A: Please contact Hertz China Reservations Center to do so.
Q: What happens if I return the car late?
A: Late returns can affect the type of rate assigned to the rental. Please check during reservation with Hertz China.
Q: What if I have a problem with the car?
A: HHertz China can provide Emergency Roadside Assistance 24 hours a day, 365 days a year. Just call Hertz Emergency Roadside Assistance number, which shall be provided to you during car pick-up.
Privacy:
Q: Has my personal data been shared with any other companies?
A: Unless you have previously provided consent, your personal data has not been shared with any companies other than Hertz, its affiliates and licensees for marketing purposes.
Q: How can I request to be removed from your e-mail list, as a #1 Club Member?
A: If you have received any email offers from Hertz, this mean you have previously provided consent, or have opted-in to receive Hertz' and/or our marketing partners' special offers for cost-saving purposes. To request to be removed from our e-mail list, please contact Hertz China Reservations Center to do so.
Payment and coupons
Q: Can I use another person's credit or debit card for payment of my rental?
A: Charge cards and debit cards must be in the renter's name. The renter's name must be embossed on the front of the card.
Q: Can I use coupons toward my rental?
A: You can use one Hertz promotional coupon per reservation . Some coupons cannot be used with promotional or discounted rates. Some coupons cannot be combined with any other discounts. Check the details on your coupon. Then enter the PC# in the coupons or Awards section in the Remarks.
Q: Can I use more than one credit or debit card to pay for my rental?
A: No, you cannot split charges among different cards.
Q: Can I use my Debit Card or Bank Card to reserve a Hertz car?
A: Hertz China accepts international credit cards at point of rental. Debit cards issued under a VISA or MasterCard logo, which draws funds directly from the cardholder's account, may be used to qualify for rental. Please contact Hertz China Reservations Center for more details.
Q: Can I use my company credit card for my rental?
A: A signed company credit card, with only the company name on the front, is accepted as long as the signature on the back is the signature of the renter.
Q: Can payment be made at one location and the car rented at another? Can another person pay for the Hertz car?
A: It all depends on the service that you are booking. Please check payment details with Hertz China Reservations Center.
Frequent travelers:
Q: How can I earn frequent traveler credit for Hertz rentals?
A: Present your frequent traveler membership number on each reservation. If the rental qualifies for credit, the appropriate information will be forwarded to the respective frequent travel partner. The partner will post credit to your account within approximately 6 to 8 weeks from your rental return date.
If your frequent travel number was not indicated on your reservation or rental, you may request retroactive credit to be processed on past rentals. The time limit varies by frequent traveler program.
To receive your retroactive frequent traveler credit, you can e-mail us directly to hertzcustomercare@hertz.com
Please be sure to include:
Your name, address, phone number
Copy of your Rental Agreement or the Rental Agreement Number
Frequent traveler number
Copy of your boarding pass or ticket receipt showing proof of flight (if necessary).
Q: Who are Hertz frequent travel partners?
A: Please visit our Partners section for a list of Hertz partners.
Q: Can I earn credit in my frequent traveler program for my spouse's or traveling companion's rental?
A: No, the name on the Rental Agreement and the name on the frequent traveler account must match. Otherwise, credit will not be given for the Hertz rental.
Q: Can I receive credit in more than one frequent traveler program for the same Hertz rental?
A: No, each rental may earn credit in only one frequent traveler program. This includes, but is not limited to, airlines, hotels, or Hertz #1 Awards.
Q: Can I redeem frequent traveler credits for Hertz rentals?
A: Our partners do offer Hertz car rental awards for free days or discounted rentals. Check with your frequent traveler program for details. Frequent traveler credit may not be earned on rentals when using these types of awards.
Q: Do all rentals qualify for credit?
A: No, the rentals that do not qualify for frequent traveler credit include, but are not limited to discount plans, special promotions, awards, vouchers, travel industry rates, wholesale tour packages, insurance/dealer replacement, promotional rates, or any group travel. In addition, reservations placed on hotwire.com and priceline.com do not qualify for frequent travel credit. Please note that not all Hertz locations participate in every frequent traveler program and some of our airline partners require a flight in conjunction with the Hertz rental to qualify for credit. Program restrictions may be found on each respective partner page.
Error messages:
Q: I received a "404 Page Not Found" message. What is this?
A: The page you are trying to access no longer exists or has temporarily been taken down for maintenance. Please call our customer service to report the error.
Q: I received a "500 Internal Server Error" message. What is this?
A: We are experiencing technical difficulties on our website. Please call our customer service to report the error.
Q: What does it mean when I get this message when I want to refresh:
The page cannot be refreshed without resending the information. Click Retry to send the information again, or click Cancel to return to the page that you were trying to view.
A: This message is somewhat tricky because it states that it will re-send information, whether or not you filled anything out. This is because many websites have something called hidden fields, which the user cannot see. These fields hold dynamic values that are used throughout the site. An example on the Hertz website would be the selection of a button to remember your location or vehicle choice for future use. That selection needs to be passed back to the webserver so that it can be stored. In order to reload/refresh the page, the information must be re-sent to the server, regardless of whether or not you have entered anything. Please click retry, and the reload/refresh process will complete, and bring you to the requested page.
Q: What does it mean when I receive the message "Session Expiration"?
A: For your security, if you remain inactive on the website for a prolonged period of time, we terminate your connection and all access to the personal data that you may have entered. To establish a new session, simply click on "Take me back to the home page".
Q: What does it mean when I receive this message:
The server www.hertzchina.com wishes to set a cookie that will be sent only back to itself. The name and value of the cookie are: SESS7739c97205c82ee49d75491eb7e9c2b6=ZIF1NPYAAAA2LLAUBST254A. Do you wish to allow the cookie to be set?
A: This message concerns cookies. A cookie is a small piece of data stored on your computer that allows the Hertz website to remember who you are for ease of use and to help customize the website to your needs. Cookies may be created which recognize your name (if you have transmitted it to us in a prior visit from the same computer) and the date and time of your most recent visit. When, during your visit to the Hertz website, cookies containing your personal information are about to be created, you will be given the above option to direct us not to create the cookie. You may also avoid the use of cookies by websites with which you communicate by turning off cookies on your computer's browser.