Transtur Rent A Car | FAQS

How do I collect my Cuban rental car? In order to collect your Transtur Cuba rent a car, you need simply present your voucher at the pickup point shown on it. Your voucher will show a time you have chosen and you should be present at our office within an hour of this time. If you are delayed then call the number provided with your voucher to advise us. Can I book a Transtur Rental Car over the phone? Sadly not. Our systems only accept pre-bookings for which prepayment has been received. However, once you have paid online your booking is secured and a voucher will be issued to you as specified. Can I book a Car with Transtur Cuba using your email address? No. Emails received at the Transtur email address are for our customer service department and, as such, have no access to make bookings. Our customer service team can only access bookings already confirmed. What type of insurance coverage does Transtur offer? Transtur Car rental exclusively offers fully comprehensive super CDW insurance with all rentals. Our collision damage waiver is 100% and there is no franchise payable for damage, loss, theft or complete write-off of the car or its accessories. This is so long as the driver was not negligent and is subject to the terms of your rental agreement. Can I extend my rental made online? We cannot guarantee that rentals can be extended on all occasions. Our fleet is expertly managed, meaning your car will probably be destined for another customer shortly after it is returned to us. If you think you need to extend your car rental, try and do this before collecting the car or in a final instance, 24 hours before collection. I have not rented directly through Transtur, is my booking confirmed? If you are interested in establishing if your booking is confirmed with us, please contact us with your name, first date of pick-up & location, car type rented, and we will respond to you. I have paid for a car but wish to cancel the booking, how can I do this? Online bookings are subject to the terms of our agents so you should contact them in order to request a cancellation. Cancellation cannot be accepted or monitored on this website. Do I need an international driving license to drive in Cuba? No, a valid driving license from all nations is valid in Cuba. I will be driving the car but also wish for another person to drive the car, is this possible? Yes. You are allowed any number of extra drivers so long as these drivers have a valid driving license. Each extra driver will be charged at 3 CUC (3 USD/2.50 Euros) per day for insurance coverage. Extra driver payments are payable when you collect the car only. What if I take the car back empty? Is there a surcharge? No. Transtur Rent A Car Cuba, delivers your car full of fuel and it should be returned empty. A small margin of fuel is not charged to you when you collect the car allowing it to be returned on reserve or close to empty. What if I get a puncture? All cars are delivered complete with a serviceable spare wheel. If one wheel becomes punctured you can visit any of our offices to have this repaired immediately. What if I have a mechanical problem with my Transtur Rent a Car? We offer free 24 hour roadside assistance to our customers. The national phone number is shown on your contract. What if I have an accident but the car remains serviceable? For any accidents, thefts or damage to the car, a proper police report must be filed at your closest police station. This report should be provided when you return the car. What if I have a complaint about the car or service? There is an area on the rental contract destined for client service complaints. There are also claims for at our offices. You must file the complaint using this form or on your contract when you return the car. Unfortunately, complaints not filed correctly when you return the car cannot be dealt with after the fact. I booked a specific car, brand or manufacturer but did not receive this car. Transtur does not rent cars from specific, brands or manufacturers. Our vehicles are grouped into categories and vehicles within that category are considered equal value. How does Transtur decide its categories? Categories are based upon car size, accessories included and whether the car is automatic or not. I prefer an automatic rental car in Cuba, can you guarantee this? Yes. If you book an automatic car you will be allotted a car from either our Havanautos or REX brands which offer automatic cars. Which brand offers manual stick shift cars in Cuba? Our brand for manual stick shift cars is CubaCAR. However, certain cars from REX have manual gearboxes but this is clearly stated on all marketing literature and is limited to a few models only. Does Transtur require a security deposit? Yes. As with most rental car companies around the world we require a security deposit. Usually, this deposit is simply an authorization of your credit card which is released/cancelled when you return the car. However, due to the US economic embargo on Cuba, certain credit cards from American banks cannot be charged or authorization received from these cards. In these cases we accept cash deposits which are returned to you in cash when the car is returned. I am returning my car in a different location, what should I do? There are maps shown on our website to give you a general idea where our offices are located. Furthermore, a map will be provided when you collect the car and our delivery staff can assist you in deciding which location would be best in a certain city/province based upon your return time and plans. We enjoy receiving your feedback and help. To suggest more faqs questions & answers please submit them below:

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