FAQs

Want to know more about Lufthansa CarPool powered by Hertz 24/7? Or maybe you just need some answers? You'll find them all here.

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      question What is Lufthansa Carpool powered by Hertz 24/7?

      Lufthansa CarPool powered by Hertz 24/7 offers you cars at the airports in Frankfurt, Munich,Hamburg and Berlin Tegel, which you can rent at any time. This means users of Lufthansa CarPool powered by Hertz 24/7 can book their vehicles online, via iPhone or Android App or at the booking terminals. You can also book a car from a CarPool employee at the rental location, however a service charge will apply. Bookings are possible from three hours upwards. The cars are available all day long and therefore guarantee an unlimited mobility.

      question Which advantages offers Lufthansa CarPool powered by Hertz 24/7?

      With LH CarPool powered by Hertz 24/7 you can book vehicles for the time you actually need it - from three hours up to days or weeks. You only pay for the actual use. Vehicle insurance and congestion charges are included in the price (Long-term rentals from 28 days are also available on request: langzeitlhcarpool@hertz.com).

      question How does Lufthansa CarPool powered by Hertz 24/7 work?

      Register online, send us copies of your driving licence, passport and credential (e.g. Company ID). Once we approve your enrolment, we will send you your very own Hertz token. Find a vehicle online, via iPhone or Android App or at the booking terminals at the CarPool office and reserve it. To unlock or lock the car please use your token. When reserving a car at CarPool Counter an additional fee applies

      question As a member of the cabin crew, do I have a vehicle guaranteed?

      A 100% availability guarantee in vehicle class E (Economy) is given to employees belonging to cabin crew and to employees on business trips (travel request number or the business department’s declaration of assumption of cost is required!), if the reservation is placed at least 2 hours prior to the start of the rental and is confirmed by Hertz 24/7. Third-party customers are not prioritized. 

      question Where can I find the Lufthansa CarPool locations?

      We have Lufthansa CarPool vehicles available at the airports in Frankfurt, Munich, Hamburg and Berlin Tegel. Please note that special conditions apply for LH CarPool Berlin (see point 18b of the special conditions of the Lufthansa CarPool of the general terms and conditions).

      The LH CarPool Frankfurt is located in the parking garage of DLH (P43) on the 1st floor. Within the airport you reach P43 when you leave the arrival area of Terminal 1 and turn left. You will then pass the taxi stands and the DLH Terminal and finally Gate 21. You will find P43 next to the Shell gas station and reach the CarPool using the stairs at the edge of the building. Alternatively take bus 63, departing from Terminal 1, arrival floor B. This bus drives to Gate 21 and “Ringeltaube”. Leave the bus there and cross the street.

      To get to the LH CarPool Munich you need to take the S-Bahn from the airport. Take the train going to Munich. Leave the train at “Besucherpark” station. Follow the signs leading to the Lufthansa FOC. There is a direct connection between the FOC building and S-Bahn on the first floor. You will find the CarPool office on the first floor in the FOC.

      To get to the LH CarPool Hamburg please take the “Holidayshuttle“ from the airport, departing every 10 minutes from the bus station between the exits of terminal 1 and 2. The shuttle goes to “Werfttor” und „Ferienparken“. Leave the shuttle bus at the 3rd stop. The CarPool area is located on the opposite site of the Shell gas station near the LH gate. You find the office in the back of the parking area.

      The LH CarPool Berlin is located near the car rental centre near Terminal E in the lower parking area of P2.

      question How do I contact Lufthansa CarPool powered by Hertz 24/7?

      If you have any questions you can contact our Customer Service Centre by email at lhcarpool@hertz.com or use the contact form on our website. You will find all contact numbers in the Driver's Guide in the vehicle. Of course you can also write to us at Lufthansa CarPool powered by Hertz 24/7, Hertz Autovermietung GmbH, Gottlieb-Dunkel-Str. 43-44, 12099 Berlin or call during the opening hours +49 (0) 69 380 988 99.

      question What are the opening hours?

      The office in Frankfurt is opened from 05:00AM-00:00AM, in Munich from 06:00AM-10:30PM and in Hamburg weekdays from 08:00AM-08:00PM, Sundays and holidays from 10:00AM-08:00PM. The CarPool Station in Berlin Tegel is a pure online station and has no office.

      The pickup and the return of the vehicle is possible in every location day and night, also beyond the opening hours. In case of accidents, breakdowns and emergencies you can call the 24h-Service +49 (0) 800 80 14 801 for the local collective.

      question How do I reserve a car?

      To rent a car, log in on our website, our iPhone or Android app with your username and password and select your preferred vehicle and rental length. If you do not have access to the Internet, you can use the booking terminals in the carpool offices for free. For a service fee you may also book your vehicle via phone at +49 (0) 69 38 09 88 99 or at the CarPool counter (see point 17 of the special conditions of the general terms and conditions).

      question How can I book navigation systems or child seats for my journey?

      Child seats, snow chains and portable navigation systems are provided at our Lufthansa CarPool offices. Please contact our colleagues before your rental starts. The rates for supplementary equipment are listed in our terms and conditions (see point 17 of the special conditions of the Lufthansa CarPool of the general terms and conditions).

       

      question How are the rental charges and amount of free kilometres calculated?

      You will be charged the accumulated hourly rate up to the effective day rate of the vehicle category rented. The rate includes 350 free kilometres per day, regardless of the actual rental length per day. A charge of €0.19 applies for any additional kilometre driven.

      question How will the rental be charged?

      All users will be asked for their payment method details. You will pay hourly. You will be charged the accumulated hourly rate up to the effective day rate of the vehicle category rented. The rate includes 350 free kilometres per day, regardless of the actual rental length per day. A charge of €0.19 applies for any additional kilometre driven.

       After returning the car, you will receive an invoice via email. We will debit your account for the amount stated. The LH CarPool rental will be debited without additional fees by PayPal or credit card.

      Payment by EC-Cash is possible in the CarPool offices in Frankfurt, Hamburg and Munich. Since Berlin Tegel is a pure online station, paying by EC-Cash is not possible there.

      question What happens, when I get called up from the standby as a crew member?

      Members, who are called up from standby in Frankfurt can return their cars not refulled in the crew garage. When dropped off at the standby parking lot, there is a form which has to be filled in and put in the CarPool Mailbox. You can find the form at the crew mailboxes and at the CarPool Station in Frankfurt. Members who are called up from standby as a crew member in Munich return the car at the usual CarPool location. If you drop off the car at the standby parking lots in Munich, there is a form which has to be filled in at the CarPool Counter. You don’t need to refill the vehicle. The user only needs to pay for the used gasoline but not the additional fee. Also, rental costs will be charged as of actual instead of booked return time.

      question Can my friends and relatives also receive a Hertz token for the Lufthansa CarPool?


      Yes, as an employee of Deutsche Lufthansa AG your friends and relatives are able to benefit from our 'Family & Friends' special. Send us an email to lhcarpool@hertz.com with name and date of birth of two persons who would like to use LH CarPool. They may then register themselves online and receive their very own Hertz token. Please note that the terms of use for 'Family & Friends' apply.

      question Do I have to pay any excess?

      Basically no. However when violating the terms of use or when the loss, damage or theft was caused wilfully or trough gross negligence, the insurance coverage will expire (see point 12 of the special conditions of the general terms and conditions).

      question Are one way trips allowed?

      Yes, one way trips between two CarPool locations are allowed. You only need to indicate the one way trip when you are reserving a car. This service is included and the same rates as for round trips apply, so no additional fees will be charged. Please note that one way trips from and to Berlin Tegel are not possible (see point 18b of the special conditions of the general terms and conditions). You find a step-by-step instruction here.

    • Joining / Personal information

      question What is Lufthansa CarPool powered by Hertz 24/7?

      Lufthansa CarPool powered by Hertz 24/7 offers you cars at the airports in Frankfurt, Munich,Hamburg and Berlin Tegel, which you can rent at any time. This means users of Lufthansa CarPool powered by Hertz 24/7 can book their vehicles online, via iPhone or Android App or at the booking terminals. You can also book a car from a CarPool employee at the rental location, however a service charge will apply. Bookings are possible from three hours upwards. The cars are available all day long and therefore guarantee an unlimited mobility.

      question Which advantages offers Lufthansa CarPool powered by Hertz 24/7?

      With LH CarPool powered by Hertz 24/7 you can book vehicles for the time you actually need it - from three hours up to days or weeks. You only pay for the actual use. Vehicle insurance and congestion charges are included in the price (Long-term rentals from 28 days are also available on request: langzeitlhcarpool@hertz.com).

      question How does Lufthansa CarPool powered by Hertz 24/7 work?


      Register online, send us copies of your driving licence, passport and credential (e.g. Company ID). Once we approve your enrolment, we will send you your very own Hertz token. Find a vehicle online, via iPhone or Android App or at the booking terminals at the CarPool office and reserve it. To unlock or lock the car please use your token. When reserving a car at CarPool Counter an additional fee applies.

      question What are the requirements?

      To use our service with Lufthansa CarPool powered by Hertz 24/7, you must be at least 19 years old and in possession of a valid driving licence for at least one year.

      When you register you will be asked for your postal address and if different, the billing address. The billing address should be your employer's address, so that we are able to charge them for business related trips. To use our carpool vehicles, you must be an employee of a Lufthansa group organization or an entitled third party. Also we need copies of your driving licence (front and back), Passport and credential (e.g. Company ID). If the information entered upon enrolment is not correct, you will be excluded from the services of Lufthansa CarPool powered by Hertz 24/7. There will be a regular check of the employee ID cards. Please provide us with your mobile phone number and email address so that we can send your reservation details to you.

      For users of the 'Family & Friends' offer, the registration process will be slightly different. You will find more information on the website.

      For the invoice please send us your payment method details (PayPal / Credit Card). Of course your data will be treated carefully and not be given to third persons.

      question How will I know if I have been accepted?

      Once we have approved and authenticated your driving licence and credential (e.g. Company ID) we will send you a confirmation by email.

      question How long is my registration valid?

      There is no limit to the duration of your registration. We do regularly check your company ID to make sure that you still belong to the group of persons entitled to use the Lufthansa CarPool. However you can cancel your account anytime.

      question What happens if my contact details change?

      Just contact the Customer Service Centre by mail lhcarpool@hertz.com or call +49 (0) 69 380 988 99. Alternatively, log-in to the website and update your details in 'My Account'.

      question What happens if my driving licence status changes?

      Just contact the Customer Service Centre +49 (0) 69 380 988 99 and they will update your details on our system. You will also need to let us know if you gain or lose any penalty points on your licence.

      question How do I change my mailing preferences?

      If you wish to recieve updates and special offers via SMS, mail or email please select the relevant button in the registration process. Otherwise you won't recieve any information accept those that are related to your registration or booking process. Alternatively, you can also update your account preferences using 'My Account' on the website.

    • Hertz token

      question What do I use my Hertz token for?

      When you get to the vehicle you have booked, your token acts as your personal key to the vehicle, with 24/7 access. Just place it against the reader on the windscreen to unlock the doors. When you return the vehicle you lock the doors with the token. Please make sure that the car key stays inside the vehicle at all times and that it will only be used to start and switch of the car's engine.

      question Do I have to pay for the Hertz token?

      There is no charge for your first token. In case of loss, please contact the customer service centre or our staff in the CarPool offices. If you forget or lose your token, we will issue a new one for you during opening hours. Please note that a fee will be charged (see point 16 of the special conditions of the general terms and conditions).

      question When do I receive my Hertz token?

      Once we have completed your application, we will send it to you by mail. You should receive it within a few working days.

      question Is the Hertz token also send abroad?

      Customers living inside the EU will receive their Hertz token by mail. Clients living outside of the EU can pick up their token at the Lufthansa CarPool offices in Frankfurt, Munich or Hamburg. Please note that the station in Berlin Tegel is pure online station and that it is not possible to pick up a token there.

      question Can I give my token to anyone else?

      The Hertz token is for your personal use only. However the vehicle can be driven with your approval by another person. You have to verify if this person is fit to drive and in possession of a valid driving licence. The responsibility therefore lies with you. It will still be your contract with Hertz and you will be the contract party for all requirements of the rental contract. The driver will be the conditional aid of the renter. Please note that the Hertz token is always required for opening and closing of the vehicle as well as for activating and deactivating the immobilizer.

      question Can my friends and relatives also receive a Hertz token for the Lufthansa CarPool?

      Yes, as an employee of Deutsche Lufthansa AG your friends and relatives are able to benefit from our 'Family & Friends' special. Send us an email to lhcarpool@hertz.com with name and date of birth of two persons who would like to use LH CarPool. They may then register themselves online and receive their very own Hertz token. Please note that the terms of use for 'Family & Friends' apply.

      question What do I have to do with my Hertz token, if I cancel my user account?

      Just return it to us and we will close your account.

    • Vehicles

      question Which vehicles are available?

      We have selected a great range of cars for city traffic. The cars vary in size, emission levels and performance, so you can pick the one that suits your needs best. You can find more information on our website under the heading 'vehicles'.

      question How are the vehicles maintained?

      Our fleet is looked after by a team of dedicated professionals who follow the same high standards we apply to all Hertz cars. Besides normal maintenance, we also carry out a weekly 19-point quality check.

      question Can I smoke in the vehicle?

      Smoking in the vehicles is not permitted. Contravention will be charged with an additional fee (see point 17 of the special conditions of the general terms and conditions).

      question Can I carry pets in the vehicle?

      We do not allow any pets in our vehicles, except for guide dogs. Contravention will be charged with an additional fee (see point 17 of the special conditions of the general terms and conditions).

      question Can registered users drive a vehicle during another user’s booking?

      Yes. The Hertz 24/7 insurance policy covers all registered users in our vehicles. However, the vehicle can only be unlocked using the Hertz token linked to the user who made the original booking.

    • Reservations and booking

      question How do I reserve a car?

      To rent a car, log in on our website, our iPhone or Android app with your username and password and select your preferred vehicle and rental length. If you do not have access to the Internet, you can use the booking terminals in the carpool offices for free. For a service fee you may also book your vehicle via phone at +49 (0) 69 38 09 88 99 or at the CarPool counter (see point 17 of the special conditions of the general terms and conditions).

      question How far in advance can I book a vehicle?

      You can reserve a vehicle up to six months in advance.

      question Are one way trips allowed?

      Yes, one way trips between two CarPool locations are allowed. You only need to indicate the one way trip when you are reserving a car. This service is included and the same rates as for round trips apply, so no additional fees will be charged. Please note that one way trips from and to Berlin Tegel are not possible (see point 18b of the special conditions of the general terms and conditions). You find a step-by-step instruction here.

      question What if the first choice of vehicle is booked out?

      At the CarPool locations in Frankfurt, Hamburg and Munich we offer a variety of vehicles. In Berlin Tegel there is only the category Economy (E) available. If there is no vehicle available in your preferred car group, please choose another category to check the availability of other vehicles. Alternatively, please contact our Customer Service Centre. Cabin crew members and Lufthansa Group employees on business trips are guaranteed to rent a car in the economy class, if the reservation is placed at least 2 hours prior to the start of the rental and is confirmed by Hertz 24/7 (see point 6 of the special conditions of the general terms and conditions). If no car in this category is available, you will get a free upgrade. Please call the Customer Service Centre +49 (0) 69 380 988 99.

      question Is there a limit to the number of reservations which I can make?

      The number of reservations per member is unlimited.

      question How can I book navigation systems or child seats for my journey?

      Child seats, snow chains and portable navigation systems are provided at our Lufthansa CarPool offices. Please contact our colleagues before your rental starts. The rates for supplementary equipment are listed in our terms and conditions (see point 17 of the special conditions of the Lufthansa CarPool of the general terms and conditions).

      question How will I know if the reservation is confirmed?

      We will send you the confirmation of the reservation by mail, and if desired to your mobile phone. Make sure you check the reservation details, as they will include the car's location and other important information.

      question As a member of the cabin crew, do I have a vehicle guaranteed?

      A 100% availability guarantee in vehicle class E (Economy) is given to employees belonging to cabin crew and to employees on business trips (travel request number or the business department’s declaration of assumption of cost is required!), if the reservation is placed at least 2 hours prior to the start of the rental and is confirmed by Hertz 24/7. Third-party customers are not prioritized. 

       

      question How can I book a business travel with the Lufthansa CarPool?

      As an employee of the Lufthansa Group with a valid BTM business travel number select your business method of payment for the booking. Under the item “vehicle usage” please select “business” and insert the BTM number (13 digits, without blank spaces) of your request in the field “travel request number”.

      question How can I extend my reservation?

      It is possible to extend the reservation until one hour before your reservation ends. You can do that via the on-board screen, online, via app or through our Customer Service Centre. An extension of the reservation depends on the availability. Reservations made by members of the cabin crew in the category Economy (E) can be extended at any time due to the vehicle guarantee.

      question Are there fees for cancelling my reservation?

      You can cancel your reservation for free up to the starting point of your booking. In case of later cancellations we will charge the full price of your reservation, up to a maximum of three hours though.

      question How do I contact Lufthansa CarPool powered by Hertz 24/7?

      If you have any questions you can contact our Customer Service Centre by email at lhcarpool@hertz.com or use the contact form on our website. You will find all contact numbers in the Driver's Guide in the vehicle. Of course you can also write to us at Lufthansa CarPool powered by Hertz 24/7, Hertz Autovermietung GmbH, Gottlieb-Dunkel-Str. 43-44, 12099 Berlin or call during the opening hours +49 (0) 69 380 988 99.

    • Pick up of the CarPool vehicles

      question What do I need to bring with me to pick up the car?

      You will need your Hertz token, your driving licence and your member card. It is also advisable to bring a copy of your reservation confirmation.

      question Where can I find the Lufthansa CarPool locations?

      We have Lufthansa CarPool vehicles available at the airports in Frankfurt, Munich, Hamburg and Berlin Tegel. Please note that special conditions apply for LH CarPool Berlin (see point 18b of the special conditions of the Lufthansa CarPool of the general terms and conditions).

      The LH CarPool Frankfurt is located in the parking garage of DLH (P43) on the 1st floor. Within the airport you reach P43 when you leave the arrival area of Terminal 1 and turn left. You will then pass the taxi stands and the DLH Terminal and finally Gate 21. You will find P43 next to the Shell gas station and reach the CarPool using the stairs at the edge of the building. Alternatively take bus 63, departing from Terminal 1, arrival floor B. This bus drives to Gate 21 and “Ringeltaube”. Leave the bus there and cross the street.

      To get to the LH CarPool Munich you need to take the S-Bahn from the airport. Take the train going to Munich. Leave the train at “Besucherpark” station. Follow the signs leading to the Lufthansa FOC. There is a direct connection between the FOC building and S-Bahn on the first floor. You will find the CarPool office on the first floor in the FOC.

      To get to the LH CarPool Hamburg please take the “Holidayshuttle“ from the airport, departing every 10 minutes from the bus station between the exits of terminal 1 and 2. The shuttle goes to “Werfttor” und „Ferienparken“. Leave the shuttle bus at the 3rd stop. The CarPool area is located on the opposite site of the Shell gas station near the LH gate. You find the office in the back of the parking area.

      The LH CarPool Berlin is located near the car rental centre near Terminal E in the lower parking area of P2.

      question What happens if I forget my Hertz token?

      Please keep your token with you at all times. If you do however forget your token, please call the Customer Service Centre.

      question Where do I find the vehicle?

      You will find the vehicles at the Lufthansa CarPool locations in Hamburg, Frankfurt, Munich and Berlin Tegel. 15 minutes before the reservation starts, you will receive an email or text message with important information about your reservation and vehicle, such as vehicle model and number plate. At the CarPool locations, you will find screens which tell you the exact parking space number of your car (on the basis of the number plates). If you do not have the number plate information or cannot find your vehicle, you can ask our staff in the CarPool office (except for the location in Berlin Tegel) or call our customer service centre for assistance +49 (0) 69 380 988 99.

      question What if the vehicle I booked is not there?

      We ask all our users to return the car on time or to inform us in case they want to extend their reservation. Therefore we hope that this situation does not occur. If you however can not find the car, please contact the Customer Service Centre +49 (0) 69 380 988 99 and they will find you an alternative vehicle.

      question What do I do if the vehicle has no fuel or less than a full tank?

      Please contact our Customer Service Centre +49 (0) 69 380 988 99, if the car does not have a full tank when you start your reservation.

      question There are no car documents in the vehicle. What should I do?

      Do not worry. Contact the Customer Service Centre +49 (0) 69 380 988 99, we will be able to help you.

      question What if there is damage on the vehicle?

      Please contact the Customer Service Centre +49 (0) 69 380 988 99.

      question What if the vehicle is not clean inside or out?

      We hope that all our users will leave the vehicles they use clean and tidy. Please let us know if your vehicle is not clean when you start your reservation.

      question Can I pick up the vehicle later than the booked starting time?

      Your vehicle can be picked up by you at any time within three hours. After three hours the vehicle will be released for other rentals. However, you will still be charged for the original booking period you specified (max. three hours), if you do not inform us about the changes.

      question What do I do if I found something or if I have left something in the vehicle?

      If you find anything in the vehicle that is not your own or you forgot any of your  belongings in the car, just get in touch with the Customer Service Centre +49 (0) 69 380 988 99 and they will sort everything out for you.

      question Where do I find more information on the rental process?

      You can find more information on the rental process in the Lufthansa CarPool Driver‘s Guide. You will find the guide in the glove compartment of your Lufthansa CarPool vehicle or you can download the PDF document here.

      question What are the opening hours?

      The office in Frankfurt is opened from 05:00AM-00:00AM, in Munich from 06:00AM-10:30PM and in Hamburg weekdays from 08:00AM-08:00PM, Sundays and holidays from 10:00AM-08:00PM. The CarPool Station in Berlin Tegel is a pure online station and has no office.

      The pickup and the return of the vehicle is possible in every location day and night, also beyond the opening hours. In case of accidents, breakdowns and emergencies you can call the 24h-Service +49 (0) 800 80 14 801 for the local collective.

    • Your journey

      question How do I unlock an lock the vehicle?

      Just place your Hertz token over the sensor on the driver's side of the windscreen and the doors will unlock automatically.

      You close the car the same way you opened it. Simply place your Hertz token on the sensor located behind the windscreen near the driver's door.

      Please note that only the Hertz token may be used to lock or unlock the car. The car key must remain in the vehicle at all times. Please make sure that you remove the ignition key after each journey. 

      question Where do I find the keys?

      Once you have unlocked the vehicle using your Hertz token you will find the keys located under the steering wheel.

      Please make sure that you remove the ignition key after each journey. 

      question What happens if the vehicle does not start?

      If the ignition stays off for a few minutes, the immobilizer will activate itself and you will not be able to start the car. In this case, please close and open the car again with your Token to deactivate the immobilizer.

      If the vehicle does not start after deactivating the immobilizer, please contact our Customer Service Centre +49 (0) 69 380 988 99. We will either fix it over the phone or find another vehicle for you.

      question The vehicle's navigation system does not work.

      Do not worry. Contact the Customer Service Centre +49 (0) 69 380 988 99. We will solve the problem for you.

      question What happens if the vehicle breaks down?

      Simply call our Break Down Service +49 (0) 800 80 14 801. Our Break Down Service is available 24-hours a day and one of many advantages for you. Let us know about the problem you have and we will take care of everything else.

      question What should I do if I have an accident?

      In case of an accident, you are obliged to call the police. Please also call our Break Down Service +49 (0) 800 80 14 801.

      Moreover, you are obligated to inform the Customer Service Center or LH CarPool office about any damage immediately. Upon return of the vehicle you are obligated to fill in the Accident Report Form (available in the car’s glove box or at the LH CarPool return area) and submit it to the Lufthansa CarPool staff (during off-service hours please submit it to the designated mail box).

      question Do I have to pay for any congestion charges?

      No, we have got the congestion charge covered for you.

    • Drop off of the CarPool vehicles

      question What do I have to keep in mind when returning the car?

      When returning the car, please make sure that the following points are fulfilled, before ending the reservation with the on-board screen and locking the car from outside with your Token:

      •all windows and doors are closed

      •lights are switched off

      •the ingnition key is removed

      •car is refueled

      •Car does not have any new damages.

      Should the battery discharge due to running lights or leaving the key in the ignition after you ended the reservation, we will charge an additional fee (see point 17 of the special conditions of the general terms and conditions). 

      In case of new damages you are obligated to inform the Customer Service Center or LH CarPool office about any damage immediately. Upon return of the vehicle you are obligated to fill in the Accident Report Form (available in the car’s glove box or at the LH CarPool return area) and submit it to the Lufthansa CarPool staff (during off-service hours please submit it to the designated mail box).

      question Where should I return the vehicle?

      Please park the car at the same location where you picked it up before. In case of a one way trip, please park the vehicle at the designated parking spots at the drop off location.

      question What happens if there is no CarPool parking space when I return the vehicle?

      In this case please Contact the Customer Service Centre +49 (0) 69 380 988 99.

      question What happens, when I get called up from the standby as a crew member?

      Members, who are called up from standby in Frankfurt can return their cars not refulled in the crew garage. When dropped off at the standby parking lot, there is a form which has to be filled in and put in the CarPool Mailbox. You can find the form at the crew mailboxes and at the CarPool Station in Frankfurt. Members who are called up from standby as a crew member in Munich return the car at the usual CarPool location. If you drop off the car at the standby parking lots in Munich, there is a form which has to be filled in at the CarPool Counter. You don’t need to refill the vehicle. The user only needs to pay for the used gasoline but not the additional fee. Also, rental costs will be charged as of actual instead of booked return time.

      question Do I have to clean the vehicle when I return it?

      No. Please return the vehicle in the same condition you found it. We will only charge an extra fee if the vehicle is returned in an excessively dirty condition (see point 17 of the special conditions of the general terms and conditions).

      question Can I return the vehicle early?

      Of course you can. If you return your vehicle early, please end the rental as usual using
      the in-car screen pad. You will only be charged the hourly rate for the actual rental length predicating on the hourly rate max. daily rate. If you return your vehicle in the standby area of the crew parking at BG2 in Frankfurt or in Munich, please fill out the standby return form. You can find more information regarding standby return near the crew post boxes in Frankfurt or at the LH CarPool office.

      question What happens if I return the vehicle late?

      It is important to return the vehicle on time. If you think you are going to be late, you can extend the reservation until one hour before your reservation ends. You can do that via the on-board screen, online, via app or through our Customer Service Centre, as long as there is no reservation following your booking. In case of delayed return without previous extension we calculate the actual rental period and an additional fee (see point 17 of the special conditions of the general terms and conditions). Please note, that returning the car on time is in the interest of the following users and therefore has to be ensured.

    • Insurance

      question Is the insurance included in the cost?

      Yes, insurance is included (see point 12 of the special conditions of the general terms and conditions).

      question What is included in the insurance?

      The insurance covers full costs for any vehicle damages.

      If the vehicle is used in compliance with the terms and conditions, you are insured through your compulsory third party insurance. This means that in case of an accident you are protected against damages of other vehicles, property damage and bodily injury.

      However when violating the terms of use or when the loss, damage or theft was caused wilfully or trough gross negligence, the insurance coverage will expire.

      question Do I have to pay any excess?

      Basically no. However when violating the terms of use or when the loss, damage or theft was caused wilfully or trough gross negligence, the insurance coverage will expire (see point 12 of the special conditions of the general terms and conditions).

      question Will my personal car insurance cover my damage fee?

      When you drive a Hertz 24/7 vehicle you will be covered under our policy. Your own policy will not be valid.

    • Billing, additional charges and other fees

      question How will the rental be charged?

      All users will be asked for their payment method details. You will pay hourly. You will be charged the accumulated hourly rate up to the effective day rate of the vehicle category rented. The rate includes 350 free kilometres per day, regardless of the actual rental length per day. A charge of €0.19 applies for any additional kilometre driven.

       After returning the car, you will receive an invoice via email. We will debit your account for the amount stated. The LH CarPool rental will be debited without additional fees by PayPal or credit card.

      Payment by EC-Cash is possible in the CarPool offices in Frankfurt, Hamburg and Munich. Since Berlin Tegel is a pure online station, paying by EC-Cash is not possible there.

      question How can I pay with my cash card?

      EC-Cash Payment has to be done at our Lufthansa CarPool office at the beginning of your rental. The amount charged will be credited to your user account. At the end of your rental the prepaid amount will be charged against the rental amount.

      question How can I use my PayPal account for payment?

      To pay your rental through PayPal you may add max. one PayPal account to your user profile. Please go to „My Account“ and select „Payment Methods“ in order to add a method of payment. When selecting PayPal you will automatically be transferred to the PayPal website. What is PayPal?  

      question Which credit cards do you accept?

      We accept all major credit cards. Payments via PayPal are also possible.

      question How do I settle rental costs of a business trip?

      According to the Business Travel Guidelines of Lufthansa, the user will have to pay in advance and settle the rental costs with the travel expense report (BTM). Upon the rental, you need to take care that the correct address of the employer is used as billing address of the reservation. When you return the vehicle, you will receive the invoice addressed to your employer. Please attach this to your travel expense report.

      question How are the rental charges and amount of free kilometres calculated?

      You will be charged the accumulated hourly rate up to the effective day rate of the vehicle category rented. The rate includes 350 free kilometres per day, regardless of the actual rental length per day. A charge of €0.19 applies for any additional kilometre driven.

      question What happens if I get a ticket or fine?

      You are responsible in the same way as for driving a private car. For this reason, fines for speeding, illegal parking and other traffic violations must be paid by you. Fines that are not paid by you, will initially be paid by us and invoiced to you. Please note that an additional service fee applies (see point 17 of the special conditions of the general terms and conditions). 

      question Do I have to pay any fines directly?

      You are responsible in the same way as for driving a private car. Traffic fines must be paid by you. Fines that are not paid by you, will initially be paid by us and invoiced to you. Please note that an additional service fee applies. 

      question What other charges might I get?

      Hopefully none. All we ask is that you take good care of the vehicle and return it on time at the right place and with a full tank. For further information about additional fees please check our terms and conditions.

      question Will I be liable for a late fee if the vehicle breaks down?

      Absolutely not. In the unlikely event of a breakdown, just contact the Customer Service Centre +49 (0) 69 380 988 99. We will not charge you for the required time.

      question What if I get towed away or clamped?

      You are responsible in the same way as for driving a private car. For this reason towing costs and the cost of unblocking the wheel clamp must be paid by you. Fines that are not paid by you, will initially be paid by us and invoiced to you. Please note that an additional service fee applies (see point 17 of the special conditions of the general terms and conditions).