Image of a GO Rentals team member handing over the keys to a new rental car to a smiling customer

Help Ahead of your trip

Answering your questions about preparing for your trip and picking up your vehicle

Frequently asked questions

How can I make changes to my reservation?
You can make changes to your reservation by calling us on the toll-free numbers from Australia, United States, United Kingdom and New Zealand. Outside of these areas, you can direct any booking or flight changes etc. via email to

What will I need to bring when I collect my hire car?
You’re one step closer to exploring NZ with us. When you come to collect your hire car at the office or the airport, you’ll need a valid driver’s licence and a credit or debit card for security. A credit card is mandatory if you have selected our Basic insurance option. It must have your name printed on it for verification and the card must be valid until the drop-off date.

If I pick up my vehicle out of hours, what is the pick-up process?
If you’re picking up outside of our regular branch hours, we’ll send you a few things ahead of your hire. This will include instructions on what to do once you arrive at the airport. You’ll also be sent a damage check-sheet prior to your hire with instructions on what to do. We don’t offer after hours pick-up at all of our locations so please give us a call to find out if this service is available.

How do we arrange to get picked up by the airport shuttle once we arrive?
You can request the shuttle through the GO Rentals App or by calling +64 9 974 1598

Can I change the vehicle on my booking after I have booked?
Seen something you like the look of? You’ll need to get in touch with us if you’d like to change the vehicle you’ve booked, as we’ll need to check availability and pricing on the requested vehicle you wish to upgrade to. You can reach us by calling us on the toll-free numbers from Australia, United States, United Kingdom & NZ. Outside of these areas you can contact us via email at

Can I add another driver to my booking when I come to pick up my rental?
Of course you can - you can add another driver to your booking and we can add them to the Rental Agreement. Your additional drivers will need to meet minimum licence requirements and be able to present their own licence to be sighted by our team at any of our branches around the country before they can drive the vehicle.

I'm planning on staying at a hotel downtown - will the shuttle be able to pick me up?
At this time we do not offer hotel transfers for our Auckland City Branch. We also don't collect from Airbnb and residential properties. Please contact our Reservations Team if you wish to find out more about our shuttle services.

How long does it typically take to pick up and drop-off a rental car with GO?
Pick-up and drop-off times can vary. Our award-winning rental process is nice and straightforward, so you’ll be on the road in no time. If you’ve yet to make your full payment and haven’t completed online check-in, please leave a few extra minutes to do this at our branch. You can check in online using the GO Fast link in your confirmation email to speed up the pick-up process as well. This is included in the confirmation email we’ve sent you of your booking. You may experience a delay if the presented documents are not suitable.

Can I change the pick-up and drop-off location on my booking?
Change of plans? No problem! We’re always happy help you get to the places you love the most. We can help you change your pick-up and drop-off locations, we’ll need to first check vehicle availability at the time you contact us. You’ll need to contact us to change this by calling us on the toll-free numbers from Australia, United States, United Kingdom & NZ. Outside of these areas you can contact us via email at We will check availability and pricing on the requested vehicle for that branch accordingly. Please note, if the locations for pick-up and drop-off differ, you may be subject to a one-way relocation fee.

If I cancel my hire after booking, what are the procedures?
If your circumstances change and you need to cancel your booking our helpful team can look after you. You will be charged a 10% cancellation fee if you give us more than 24 hour's notice from the scheduled pick-up time. All cancellations within 24 hours of the scheduled pick-up time will incur 100% cancellation fee. If you have already made any payment towards the booking there will be a refund administration fee of 10% or $20, whichever is the higher.

Can I change my insurance cover when I pick up my car?
Of course you can. You can make changes to your insurance option up until you pick up. Our team can take you through the different options available to you and the liability (excess) level for each option. If you’re arriving after hours, this needs to be added when you complete the online check-in prior to picking up the car.

How can I change my level of cover after I have booked?
Our Reservations team would love to take you through your insurance options. You can find our contact details on the homepage of our website.

When will I receive my GO Play card?
You’ll get your hands on the GO Play card at pick-up. Your card unlocks hundreds of savings on activity, accommodation and restaurant options around the country. For the full list of savings, check out the GO Play page, under the ‘Explore NZ’ section of our site.

Can I book GO Play activities/accommodation ahead of time?
Many of our GO Play operators allow you to book online in advance and redeem the GO Play discount for their activity. Please visit our GO Play page to see which operators allow advanced bookings. Make sure to remember your GO Play card when arriving at your activity, as it will still need to be presented to confirm that you are a GO Play card holder.

Is the GO Play card available to everyone, or just GO Rentals customers?
To make every hire unique and memorable, we’ve kept our GO Play cards exclusive to customers travelling with us. The card can be used for individuals or small groups travelling in the same vehicle. The card can be used at any time after your hire. The great thing is that they’re also transferable, so you can give them to a friend or family member starting their very own NZ adventure.

Do I have to choose pre-paid fuel when I pick up my rental car or can I add it during my rental?
To make for a super smooth rental process, we’ll need you to purchase pre-paid fuel at pick-up. Unfortunately, we can’t add this to your hire once you’re on the road.

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