When the supplied rental car differs from the reservation
A different badge is not necessarily a different category. Compare the supplied car with the features actually reserved and the written substitution terms.
Use Understanding ACRISS rental car category codes to understand the reserved class. Assess a replacement against Separating essential rental features from preferences rather than the attractiveness of its badge.
Identify the practical mismatch
Check transmission, seat count, doors, luggage needs and other essential features rather than judging only the model name. If a different powertrain is offered, consider charging or fuelling arrangements too. Explain which reserved requirement the proposed vehicle does not meet.
Document the agreed solution
Ask about an alternative, the price of any optional upgrade and any proposed downgrade adjustment. Do not sign that you accepted an upgrade without understanding the cost. If no suitable car is available, contact the booking provider about the relevant cancellation or complaint process and retain the written outcome.
Compare a replacement with confirmed requirements
If an automatic with five usable seats was confirmed, a larger manual is not a workable substitute for an automatic-only driver. State the missing feature specifically and ask for a suitable alternative. Keep any proposed extra payment or downgrade adjustment separate from the question of whether the car meets the reservation.
| Check | What to record |
|---|---|
| Confirmed feature | What does the voucher actually state? |
| Supplied feature | What is different on the proposed car? |
| Resolution | Suitable alternative, agreed adjustment or documented refusal |
Your practical checklist
- Keep the original category description.
- Photograph the supplied vehicle only where useful to the issue.
- Record any extra payment and the explanation given.
The question to resolve before you proceed
Does this replacement meet the features that my booking confirms?
Explore the full topic in Collecting a rental car: arrival and handover.
