FAQ’s while on the road

This is where you will find all the important information that you need to know after you have picked up your Ezi rental car.

General Enquiries

• How can I extend my hire?

  Extensions are subject to availability and are unable to be guaranteed. Please give our team a call on 0800 545 000, or alternatively you can send an email through to [email protected] to request an extension.

• I want to return the vehicle early, would I get a refund for the unused days?

  Refunds are not given for early returns.

  Your travel insurance provider may cover you if you return your rental car early due to illness or unforeseen changes in your travel plans, so you would need to claim the amount for the unused days from them.

• Do I need to pay for any toll roads I have driven through?

  Yes you will need to pay for any toll roads you have driven through.

  You can go to the following link to pay for a toll: https://tollingonline.nzta.govt.nz/#/welcome

  You would just need to select “Buy or pay a toll”, and then tick the declaration box on the following page. This will then prompt you to enter the vehicle registration number which you can find either on the number plate of the vehicle, the key tag, or on your rental agreement under vehicle information.
  Please note it is you will need to pay for the toll within 5 days of going through.

• Can I return the vehicle to a different location?

  Making an amendment to your booking is subject to availability and cannot be guaranteed.

  Please give our team a call on 0800 545 000, or alternatively you can send an email through to [email protected] to request a change to your rental.

  Please note that a one way fee may apply if returning to a different location.

• Can someone return the car if they are not the main hirer?

  As long as the person is listed as a driver on the rental, it will be fine for them to return the vehicle.

• Do I need to clean the vehicle before I return?

  As long as the vehicle is not excessively dirty, this will be fine.

  We would recommend cleaning the vehicle before returning if there is sand or mud inside the car.If the vehicle requires professional cleaning, a cleaning fee would apply on return of the vehicle.

• Can I return the vehicle after operating hours?

  Vehicles can be returned outside of operating hours to all branches except for our Auckland City branch.

  Please see the following link which has our Auckland City operating hours: https://www.ezicarrental.co.nz/locations/auckland-city/

  For all other branches, there would be a drop box available where you would leave the keys. Please see the following link for drop off information: https://www.ezicarrental.co.nz/support-services/drop-off-your-car/

• How do I add an additional driver to my hire?

  The person will need to physically come into one of our branches to have their licence sighted and added onto the rental agreement.

  Please be advised we are unable to add a driving licence via email or phone call.

• Do I need to fuel up the vehicle before I return?

  The vehicle will need to be returned full of fuel.

  If you have purchased pre-paid fuel at the time of pick up, you would not need to fill up the vehicle on return.

• Where do you take the vehicle at Auckland International Airport to return?

  When coming to drop the car off, to get to the carpark you will need to drive on the right side of Ray Emery drive (access to the terminal and public drop off is on the left) and follow the signs for the car rental carpark. You’ll go past carpark D and carpark E and see a totem pole with all on airport brands logos prompting you to go right and through a barrier arm. The barrier arm will go up automatically. You then go around the shuttle/taxi area towards the shed and park inside it in an Ezi Car Rental carpark. 

• I need to put snow chains on my vehicle – should they go on the front or rear tyres?

  If the vehicle is front wheel drive, the snow chains would go on the front two tyres, and if the vehicle is all wheel drive the snow chains would go on the rear two tyres.

  Please see the following link which also includes a video of how to fit snow chains: https://www.ezicarrental.co.nz/support-services/snow-chains/

• What type of fuel should I use?

  On the key, there should be a tag which states the type of fuel that would be needed to fuel up the vehicle.

  Alternatively, there will be a sticker either on top of the fuel cover or next to it, which will have the type of fuel required for the vehicle.

• Where should I park the vehicle if all the Ezi allocated spots are full?

  If all the Ezi allocated spots are full, please park in the rental car park in any available spot. When you hand over your keys, please let our staff know so that they can organise to have the vehicle moved.

  If our staff are not there, please give our team a call on 0800 545 000 to notify them on which spot you have parked the vehicle in.

• How do I open the fuel cap?

  This will be found either on the floor on the right side of the drivers seat, or to the left of the drivers wheel.

On the road enquiries

• How do I open/close the boot of the Toyota Highlander?

  On the boot of the vehicle, you will find a small black button above the Toyota symbol.

  If you have pushed this button, it opens the window on the boot, and will stop you from being able to open/close the boot until you have shut this window.

  There is also a reset button inside the glovebox of the vehicle to reset the boot if needed.Following link for reference: https://www.youtube.com/watch?v=1hYTdw-7fbM

• I have gotten a flat tyre/punctured tyre, what should I do?

  The tyre will need to be changed to the spare. If you are unable to change this yourself, you can call through to AA Roadside Assistance who can send someone out to help you – 0800 545 000 and select option two. Please note a call out fee would apply if you require roadside assistance.

  Once you have changed the tyre to the spare, please give our team a call on 0800 545 000 to report this, and they will be able to provide you with the next steps.

• A stone chip has appeared, or a chip has now cracked, what do I need to do?

  Please call our team on 0800 545 000 to report this.

  We will organise to have the windscreen repaired upon return of the vehicle.

• How does the electronic handbrake work?

  Below the gear stick, there will be a button with the letter “P” in a circle.

  You would lift it to turn the handbrake on, and to release it you put your foot on the brake and push down.

• How do I lock the car?

  Some vehicles have a feature where if the key is close-by, it will automatically unlock the car for convenience.

  If you are wanting double check if the vehicle is locked, you may wish to lock the car and hand the keys to one of your passengers and have them walk a fair distance away from where you have parked. You will then find that the vehicle will remain locked.

• The vehicle is not starting, what should I do?

  The battery may be flat. You can call through to AA Roadside Assistance (0800 545 000 option 2), who can send someone out to check the battery and get the vehicle started. Please note a call out fee would apply.

  If the vehicle is not starting due to another issue, AA Roadside Assistance would be able to check over the vehicle for you.

• What should I do if the key fob wont unlock the car?

  A flat battery in the key fob is most commonly the reason for a failure to send signals to the keyless entry system. Use the provided key embedded in the fob to unlock the door.

  A new battery can be purchased to replace the battery in the fob – please contact our team on 0800 545 000 for more details.

• A service warning light has appeared, what should I do?

  This signifies that the vehicle would need be serviced soon. Please take note of the mileage of the vehicle and give our team a call on 0800 545 000 to notify them.

  Depending on how long you have the vehicle for, you may be asked to come in and swap the vehicle depending on the mileage so that we can get the vehicle serviced.

• The steering wheel is locked, what should I do?

  If you have a keyless vehicle, you would need to wiggle the steering wheel with a significant force by turning it to the side. While doing this, you need to push the start-stop button simultaneously.

  If the vehicle is not keyless, you would need to put the key into the ignition and start wiggling the steering wheel back and forth.

  You would need to have your foot on the brake and make sure the car is in park.

Vehicle Features

• How do I use the Bluetooth?

  The vehicle will need to be placed in park, as you cannot link to the Bluetooth feature if the vehicle is in drive due to a safety feature.

  When you have the vehicle in park, you should be able to pair your device and connect this way.

  If there are too many devices paired, you may need to clear the already paired devices.

• How do I turn off the Voice warnings?

  The vehicle will need to be in park, and then you can select the menu on the right side of the screen.

  Select “set up” and then press “voice” on the left column.

  In the right column, there are three settings that can be turned down or switched off.

• Where can I find the USB port in the Toyota Corolla?

  The Toyota Corolla has a USB port which can be found on the lower part of the centre console, and a second port is found under the centre armrest in the storage area.

  Following link for reference: https://www.youtube.com/watch?v=kcrtyf7EhBM

• How do I use Apple CarPlay / Android Auto?