Frequently Asked Questions
I would like to use your car rental service. What should I do to make a reservation?
You can make your reservation on the homepage of www.sasrentacar.com by completing your selection and paying with your Visa/Mastercard/Amex credit card. You can also make a reservation through our call center at 0242 572 72 27 or via our offices.
Do you accept payment methods other than credit cards?
No. We only accept Visa/Mastercard/Amex credit cards. Cash, debit cards, and virtual cards are not accepted through any of our sales channels.
I want to rent a car, but I do not have a credit card / my credit limit is insufficient. Can I pay with someone else’s credit card?
No. For security reasons, the driver information must match the credit card information used for payment for all car rental services made through our reservation channels.
We do not offer a pay-at-office reservation option through www.sasrentacar.com or our mobile site. However, guests may search on our website or contact our call center at 0242 572 72 27 or our offices to get availability information for their requested dates and vehicle group, and they may make a pay-at-office reservation through our call center. Please note that during busy periods, pay-at-office reservations may not be available. Early booking is more advantageous.
I want to make a reservation through your website, but I do not have a credit card / my credit limit is insufficient / I do not have my card with me. Can I pay at your office when I come to pick up the car?
We do not offer a pay-at-office reservation option through www.sasrentacar.com or our mobile site. Guests may search on our website or contact our call center at 0242 572 72 27 or our offices to get availability information for their requested dates and vehicle group, and they may make a pay-at-office reservation through our call center. Please note that during busy periods, pay-at-office reservations may not be available. Early booking is more advantageous.
How can I know whether my reservation has been confirmed?
For all guests who complete a car rental transaction through www.sasrentacar.com, confirmation information is sent by email to the email address provided during the booking process and by SMS to their mobile phone. Therefore, it is important that all information provided during the reservation is complete and accurate.
How can I cancel my reservation?
On the homepage of www.sasrentacar.com, under the Online Reservation section, you can submit your cancellation request through the Reservation Cancellation Request tab by entering your reservation number and email address. You may also cancel your reservation through our call center at 0242 572 72 27. Please note that if less than 24 hours remain before your pickup time, or if the vehicle is not picked up without cancellation, a deduction will be made from the refund amount. For detailed cancellation rules, please review the SAS Rent a Car rental agreement.
What are your cancellation / refund terms?
If you notify us of your cancellation request on the same day you made the reservation, the full amount paid will be refunded to your card. For other cancellation requests, our refund policy is as follows:
- If less than 24 hours remain before the pickup time, or if the vehicle is not picked up without cancellation, a deduction equal to 1 day’s rental fee will be made before the refund.
- If more than 24 hours remain before the pickup time, the refund is made without deduction from the rental fee.
- If you have purchased the Assurance Package, cancellation and refund are free of charge.
For rental procedure rules, please review the SAS Rent a Car rental agreement.
I want to make changes to my reservation. How can I do that?
Changes such as vehicle group changes or adding extra services cannot be made through www.sasrentacar.com for confirmed reservations. Guests who wish to make changes must contact our call center at 0242 572 72 27 or the relevant branch office. For change rules, please review the SAS Rent a Car rental agreement.
How can I pick up the car I reserved?
Reservation information is instantly sent to the office selected by our guests. It is sufficient to go to the relevant office with your reservation details. Please do not forget to bring your driver’s license and credit card with you.
What should I pay attention to when I come to the office to pick up the rented car?
When guests come to our office to pick up the vehicle from the office they selected during the reservation, they will be required to sign the car rental agreement. For the agreement to be valid, you must have your driver’s license, ID card or valid passport, and a credit card with a limit at least equal to the pre-authorization amount. In addition, your residential address and phone information will be recorded in the agreement. Before leaving the office, please make sure to ask our staff for a copy of your rental agreement.
The car delivered to me is a different brand from the one I rented. What can I do?
If we are unable to provide a vehicle in the requested vehicle group on the specified pickup day, we will provide an available vehicle from the next higher group without requesting any price difference, provided that your age and license-age meet the conditions of that vehicle group.
What should I pay attention to when taking delivery of the rented car?
Before signing the delivery report showing that the vehicle has been delivered to you, please check the mileage of the vehicle and make sure that any defects or damages are identified together with our authorized staff and accurately recorded in the report. You may also ask our staff for information about the safety equipment and accessories of the vehicle.
Can I pay in installments when renting a car?
No. We do not offer an installment payment option for car rentals.
Do your vehicles have HGS or OGS? I used HGS / I used OGS. How will I pay?
All vehicles in our fleet are equipped with HGS. At the end of your rental period, your HGS usage information reaches our offices and the toll fee is charged to your credit card. Since the collection process depends on the General Directorate of Highways, the charge may sometimes be processed later than usual. If you pass through OGS toll booths with a vehicle that has HGS, this will be considered an unauthorized passage. The penalty fee for unauthorized passage, as with other traffic violations, is charged to SAS Rent a Car by the relevant state authorities and then collected from the credit card presented during the rental process. HGS cannot be used for crossings over the Osmangazi Bridge; payment must be made in cash at the toll booth.
Do your vehicles have a mileage limit?
Yes. We apply mileage limits that vary according to daily and monthly rentals. For detailed information, please review the SAS Rent a Car rental agreement.
I exceeded the daily mileage limit.
Guests who exceed the daily mileage limit may be charged an additional mileage fee on top of the daily rental fee. The distance traveled by the vehicle is determined by reading the odometer installed by the manufacturer. If the odometer is defective, the mileage fee is determined based on the route distance shown on the map.
How can I return the rented car?
At the end of your rental period, it is sufficient to take the rented vehicle to the office you selected as the return office when making the reservation. You may choose any office you wish as the return office. Please note that if the pickup office and return office are different, a one-way fee will apply. You can get information about the one-way fee through our call center at 0242 572 72 27 or our offices.
Do your vehicles have traffic insurance and comprehensive insurance?
Yes. All vehicles in our fleet have mandatory traffic insurance and comprehensive insurance.
What is Mini Damage Insurance? What types are available? Why should I purchase it?
Mini Damage Insurance covers material damage to the vehicle in cases where damage occurs and a police report cannot be issued, based on the guest’s written statement. We offer three types of damage coverage: mini damage, super mini damage, and the maximum assurance package. These cover damages below the limits determined by SAS Rent a Car. Guests benefiting from Mini Damage Insurance are not charged repair costs within those limits. You may add this insurance to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from Mini Damage Insurance. Please note that Mini Damage Insurance does not cover tire, glass, or headlight damage.
What is Optional Financial Liability? Why should I purchase it?
In addition to compulsory traffic insurance, this type of insurance provides coverage against third parties. In the event of a possible accident, damages given to third parties within the limits set by SAS Rent a Car are not charged to guests who benefit from Optional Financial Liability Insurance. You may add this insurance to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from this insurance.
What is Tire and Glass Insurance? Why should I purchase it?
The standard comprehensive insurance on all vehicles in our fleet does not cover tire and glass damage. Guests who benefit from Tire and Glass Insurance are not charged for damage to these parts. You may add this insurance to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from this insurance.
What is Personal Accident Insurance? Why should I purchase it?
Personal Accident Insurance provides financial security for you and your family against accidents that we hope never happen. It covers the driver and passengers inside the vehicle within the insurance limits. You may add this insurance to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from this insurance.
What is GPS / Navigation? Why should I purchase it?
The GPS Navigation System helps you easily find the places you want to reach without wasting time. You may add the GPS / Navigation service to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from this service.
What is a Child Seat? Why should I purchase it?
The safety of your loved ones is very important to us as well. With our child seat service, you can keep them safe. According to the law, vehicles carrying children up to 12 years old must have a child seat. You may add this service to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from this service.
What is the Cancellation Assurance Package? Why should I purchase it?
This package allows your reservation to be canceled without any deduction. In addition, if you return the vehicle before the reservation end date, any overpayment remaining after the recalculated rental fee will be refunded to you. You may add the Assurance Package to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from this service.
Can my friends drive the car I rented? What is an additional driver and why should I purchase this service?
The rental agreement is made with the person renting the vehicle. Accordingly, all insurance and assurance conditions are based on the information of the renter. If a person whose information is not included in the rental agreement is involved as a driver in an accident causing material or bodily/moral damage, all insurance and assurance coverage become invalid, and both the renter and the person involved in the accident are held responsible. The additional driver service ensures that an extra driver, besides the renter, becomes a party to the contract and is included in the insurance and assurance coverage. Please note that the driver age and license-age rules, which vary by vehicle group, also apply to the additional driver. For details, please review our rental agreement. You may add the additional driver service to your reservation under the Extra Services section at the bottom of the Vehicle Selection page. Guests who have already completed their reservation must contact our call center at 0242 572 72 27 or our offices to benefit from this service.
I see different prices for the same vehicle group at different times. What is your pricing policy?
Our prices are determined by considering criteria such as market conditions, service quality, demand, and occupancy level. Please note that early booking is usually more advantageous.
When will the refund for my canceled reservation be reflected on my credit card?
Refunds for canceled reservations are sent to the bank associated with the guest’s credit card in accordance with the cancellation/refund terms immediately after the cancellation is processed. Depending on interbank procedures and official holidays, the refund is reflected on the guest’s credit card within 1 to 10 business days.
What is the minimum rental period? If I return the car the same day, how much will I pay?
The minimum rental period is 24 hours. For rentals shorter than 1 day / 24 hours, the 1-day rental fee is charged.
When is the pre-authorization / deposit placed on my credit card refunded?
After the rental ends, the pre-authorization deposit is recalculated by deducting, if applicable, toll road and bridge fees, missing fuel, daily mileage overage, and damage charges, and the remaining amount is refunded. If none of these charges apply, the full pre-authorization amount is sent to the bank associated with the guest’s credit card for refund. Depending on interbank procedures and official holidays, the refund is reflected on the guest’s credit card within 1 to 10 business days.
Where can I find your current campaigns?
You can access our campaigns from the Campaigns section at the top of the www.sasrentacar.com homepage or through our campaign pages on www.sasrentacar.com.
I want to benefit from two different campaigns, but the system does not allow it. What can I do?
Campaigns organized by SAS Rent a Car cannot be combined. If more than one campaign is available, we recommend that our guests choose the one that suits them best.
A traffic fine was issued to the license plate of the vehicle I rented. What should I do?
Traffic fines issued to the license plates of our vehicles are officially notified to SAS Rent a Car. Fines notified to us by the Ministry of Finance are charged to the credit card submitted by the guest during the rental process. These fines are reflected to the guest with an additional service fee. For details, please review our rental agreement.
A traffic fine was issued to my ID number. What should I do?
Fines issued directly to the T.R. ID number must be paid directly by the guest.
I had an accident. What should I do?
The procedure our guests must follow varies depending on how the accident occurred. However, in all cases, guests must contact our authorized staff via 0242 572 72 27 and provide information. If the guest hits a stationary vehicle, or if our vehicle is hit by a third party while parked, the vehicle must not be moved, and the guest must apply to the nearest police station or gendarmerie to obtain accident, theft, and alcohol detection reports. In the event of a collision, if at least one of the following applies, the vehicle must not be moved and the nearest police station or gendarmerie must be contacted to obtain the relevant reports: driving without a license, underage driver, suspicion of alcohol or mental incapacity, one of the vehicles involved belongs to a public institution, damage to public property, damage only to third-party property, lack of traffic insurance on one of the vehicles involved, or the accident results in death or bodily injury. If none of the above conditions apply in a collision, guests must prepare a Material Damage Accident Report according to the nature of the accident.