Modifying and Extending Your Reservations

Description

The mobile app makes it easy to manage your car reservations, allowing drivers to modify details or extend reservation rental period directly from the mobile app. This article will guide drivers through the process and explain common error messages you might encounter.

How to Modify Your Reservation

Drivers can usually modify certain aspects of the reservation, such as the vehicle type (if available) or adding hours/days, up until a certain point before the reservation begins or while the reservation is in progress.

Important Considerations for Modifying:

Timing is Key: For significant changes, it's generally best to modify your reservation well in advance of your scheduled start time to avoid penalties. Please note that the specific timeframe within which modification options become limited (e.g., within X hours of your start time) can vary based on the business policy and your specific account or organization's rules. Within this defined period, your options for modification become more limited, primarily to extending the end time of your reservation.
Availability: Modifications are always subject to vehicle availability. If the desired vehicle or changes are not available, the app will inform you.

How to Extend the Reservation

Life happens, and sometimes the driver need the car for a little longer. Extending the reservation is a straightforward process within the app:

Access Your Current Reservation: Open the Mobile app and navigate to the active or upcoming reservation. You can select See More on the reservation card on the home screen or select the Activity option in the bottom menu.
Edit Your Scheduled Drop Off Time: Locate the Scheduled Drop Off Time section on the screen. You should see an edit icon next to the time and date, select it.
Choose Your New End Time: The app will present the options to extend your reservation. Select the exact date and time you wish to extend until.
Review Charges (only for White Label Customers): Before confirming, the app will display the additional cost for your extended period.
Confirm Extension: Once you're satisfied with the new end time and charges, confirm your extension. The additional cost will be charged to your primary method of payment immediately.

Key Points for Extensions:

Proactive Extension: LM recommends extending the reservation within the first 48 hours of starting your rental to help guarantee you can keep the same vehicle.
No Refunds for Early Returns: If you return the car earlier than your extended end time, you will not receive a refund for the unused portion of your reservation.
Late Return Policy: If you anticipate being late and cannot extend your reservation, please refer to Late Return Policy (usually available in the app or on the website) to understand potential late fees. There is often a grace period, but charges apply after that.

Understanding Common Error Messages

Here are some common error messages you might encounter when modifying or extending your reservation, and what they mean:

"Start time must be before end time"
- Meaning: This error indicates that the start time you've selected is either the same as or after the end time.
- Solution: Double-check your chosen start and end times to ensure the start time logically precedes the end time.
"Inability to edit start times" (within X hours of reservation)
- Meaning: This is a system rule. Within a specific window (which can vary depend on the business rules) of your reservation's scheduled start time, you generally cannot move the start time earlier or later. Your options are usually limited to extending the end time.
- Solution: If you need to significantly alter your start time close to your reservation, you may need to cancel and rebook (subject to cancellation policies and fees) or contact customer support for assistance.
"Extensions blocked by rules"
- Meaning: This can occur for several reasons:
  - Vehicle Unavailable: Another member may have already booked the vehicle immediately after your current reservation ends.
  - Maximum Rental Period Reached: the maximum rental durations (e.g., 72 hours for hourly rentals, 28 days for daily/weekly rentals). The driver cannot extend beyond these limits.
  - System Issue: Occasionally, a temporary technical issue might prevent an extension.
- Solution:
  - Try extending for a shorter period.
  - If the car is truly unavailable, you'll need to return it on time.
  - If you believe there's an error or need further assistance, contact customer support.
"Confusion over time increments"
- Meaning: Users sometimes expect to extend in specific, small increments (e.g., 15 minutes), but the app might only allow extensions in larger blocks (e.g., hourly, or to specific pre-defined times).
- Solution: The Business typically offers flexible extension options allowing you to choose the exact date and time. However, be aware that pricing is generally calculated in hourly, daily, or weekly rates. The app will clearly show you the cost for your chosen extension duration.
"Variable charges for extensions"
- Meaning: The cost of extending your reservation can vary based on factors like:
  - Duration of Extension: Longer extensions will naturally cost more.
  - Current Pricing: Rates can fluctuate.
  - Original Reservation Type: Hourly, daily, or weekly rentals may have different extension pricing structures.
- Solution: Always review the additional costs displayed in the app before confirming your extension. This will show you the exact charge for the new rental period. The charge will be processed immediately upon confirmation.

When to Contact Customer Support

If you encounter persistent issues, unexpected errors, or have unique circumstances not covered here, don't hesitate to contact customer support. They can provide personalized assistance and resolve complex reservation issues. You can usually find their contact information within the mobile app's "Help" or "Contact Us" section.