Customer Service

How can we help you today?

Below are links to all kinds of car rental info you might need. Whether you’re a busy business type or a person in desperate need of wheels, we hope you find what you’re looking for here at Aerodrive Car Rental Help.

How to contact us?

When you need help, sometimes it’s just easier to talk. You can call our friendly Customer Service Team on 0800 237 637 (+64 9666 5113 international) or come say Hi in person at an Aerodrive Car Rental location near you.

Are there any hidden costs?

There are no additional fees, apart from our standard admin fees, mentioned in our Terms & Conditions.

Can I drive off road or on the beach?

You are prohibited to drive our vehicles off road or on the beach. Please refer to our Terms and Conditions. A minimum penalty of $2500 may apply.

Can I drive on a foreign driving licence?

We accept full valid driver’s licences from most countries, as long as your overseas licence is in English or you have government approved translation/International Permit.

Can I drop my car off after hours?

Our Auckland Airport and Christchurch Airport locations both have a drop box key to allow you to return your car at anytime. However, please be aware the complimentary shuttle won’t be running outside opening hours. You will need to make your own way to the terminal building. 

Please contact us for any Queenstown Airport late return. An additional fee may apply. 

Can I extend my rental?

A minimum of 24 hours is required for extensions to your contract. Due to limited availability in high season, we cannot guarantee any extension, but we will endeavour to accommodate your request.

Can I hire a car without a credit card?

If you do not have a credit card, you are still able to hire a car using your Debit Card, however you will need to reduce your excess liability to minimum by purchasing our Collision Damage Waiver package.

For more information, on this package please see “What is CDW”.

Can I make changes to my booking?

You can make changes to your booking at any time, at no additional cost by calling us, or through the manage my booking function on the website.

Can I smoke in the vehicle?

For the comfort of all our customers we request that you DO NOT SMOKE in our vehicles.

Should the car smell of smoke on arrival, a valet charge of $200 minimum will be charged.

Can I take my rental on the ferry?

Yes, you can take any of our vehicles across the Cook Strait using the two major ferry companies, Bluebridge and Interislander.

Do I pay a deposit ?

Bookings made online or via our call centre will be secured using your credit card. For online bookings, this feature will be available soon.  Full payment will only be deducted on the day you collect the vehicle.

How can I pay for my rental?

Payment is made when you collect your vehicle. We accept Cash, Visa, MasterCard and EFTPOS.

A copy of the contract will be provided upon completion of the paperwork, and will include the payment method which can be used as an invoice for tax purposes. 

How do I collect my vehicle?

Aerodrive Car Rental offers free premium shuttle buses, which will collect you from either the International or Domestic arrivals terminal. 

In order to receive this free service, simply call our dispatch on your arrival;

  • Auckland – Please call 096665113, 0800237637 or dial 16 using the free phone inside the terminal building.

    Domestic: Free phone is at the Jetstar counter. Exit through door #7 or #8 and wait outside on the first lane.

    International: Free phone is at the iSite (Information Center). Exit through door #11. 

    Visit our Auckland Airport location page for more details. 

  • Christchurch – Please call 036660026 or dial 16 using the free phone near iSite (Information Center).  

    Exit through door #9 and follow “Rental Car Transfers” signs. Walk across a pedestrian lane, turn left and wait on the island.
    Visit our Christchurch Airport location page for more details. 

  • Queenstown –  Please call 037774110 or dial 804 using the free phone at the car rental area.

    Look for the sign “Way Out” to exit and turn RIGHT going to “Passenger Pick-up” zone near the taxi stand.
    Visit our Queenstown airport location page for more details. 

How do I pay infringement fees or tickets?

We do not pay infringement fees or tickets on behalf of the customer. The renter has to pay it direct to the issuing authorities. We can provide advice how to pay depending on which issuing authority.

NZ Police speed camera –  An Infringement notice is sent to the owner of the vehicle (Aerodrive), then our Infringement Admin shall determine the renter who used the car to transfer liability. A notice shall be sent via email with payment instructions. Settlement will be the renter’s responsibility.

NZ Police (driver stopped by police) – The police will hand over infringement notice direct to the driver. It is the renter’s responsibility to comply and pay the infringement.

Parking Tickets – Tickets are placed on the windshield of the car. We only receive reminder letter if the renter fails to settle within 28 days.

 

Please note: An administrative fee of $35 will be charged for unpaid infringement notices that we receive.

How do I pay tolls?

We manage toll payments and these are linked to your rental agreement. The payment will be taken using your credit card details on file.

What happens if the car breaks down?

We are very confident of the quality of our vehicles and the how they are maintained, however in such an event please contact the Automobile Association on 0800 734 543.

Please note this policy is FREE for MECHANICAL breakdowns only. All other call outs will be subject to the relevant AA charges.

What if I have an accident?

In the unfortunate event of an accident in your rental vehicle, we will ask that you do not admit liability in any circumstance.

Please always obtain a police report using our Accident Report Form which is located in the glove box of all vehicles.

This form will prompt you to ask the correct questions in order to make a claim on your behalf. All accidents must be reported to an Aerodrive Car Rental office the day it happens, as well as complete a claims forms with one of our representatives.

We do not guarantee to replace the vehicle if you are liable for the accident.

What if I’m late returning the car?

Each customer receives a one hour grace period on their booking, however, an extra day is charged if the car is returned after. 

What is CDW?

CDW stands for Collision Damage Waiver (full cover).

It’s optional coverage that allows you to reduce your liability.

No charge if you are 25 or above, or down $350 if you are between 21-24. It covers you for any damage to the panel of the vehicle as well as glass protection (stone chips, cracks)

Standard liability for our vehicles is:

  • NZ$2500 for small, medium vehicles,
  • NZ$3500 for large SUV and people movers (8 seaters)

(Deductible regardless of fault)

What is included in my rate?

All our standard rates include:

  • Unlimited kilometers
  • Standard liability excess (Additional options available)
  • Goods and Service Tax (GST) at 15%
  • 24/7 AA Roadside Assistance

 

What is the cancellation policy?

We offer free cancellations on all bookings cancelled 48 hours or more prior to collection, however, if the booking is cancelled on the day of pick-up, a 50% penalty charge will apply on the total rental amount.

What is the minimum age to rent a vehicle?

The minimum age to hire a vehicle with Aerodrive Car Rental is 21 years.