Overview
Vehicle changes are standard and easily managed prior to the trip start. However, once a trip has commenced, the vehicle is locked to the reservation. A mid-trip replacement is not a standard feature and is only authorized in the event of a critical vehicle incident or fulfillment failure.
Standard Swaps: Prior to Trip Start
If the guest has not yet picked up the vehicle, you may update the reservation yourself.
- Navigate to the Reservation or Quote page.
- Click Edit in the top-right corner.
- Go to the Vehicle dropdown menu and select the new vehicle. (Only available vehicles will be displayed)
- Manage Pricing:
- Update Price: Recalculates the total based on the new vehicle’s rates.
- Keep Current Price: Maintains the original price, even if the new vehicle is a different class.
- Insurance: The insurance premium will automatically update based on the new vehicle’s risk profile. This is a system requirement and cannot be modified.
- Click Save Changes.
Emergency Replacement: After Trip Start
Swapping a vehicle mid-trip is an exception-only process and cannot be performed within the dashboard. This is reserved strictly for incidents where the original vehicle can no longer fulfill the reservation.
Eligible Incidents for Mid-Trip Replacement:
- Mechanical Malfunction: The vehicle is no longer safe to operate due to a component failure.
- Accidents or Roadside Breakdown: The vehicle is disabled and requires recovery.
- Critical Fulfillment Failure: A significant issue discovered at the start of the trip that prevents the vehicle from meeting basic safety or operational standards.
Note: Mid-trip replacements involve manual audits of insurance coverage and usage fees. You must contact Support to initiate this process. Support will only authorize a mid-trip swap if the incident meets the emergency criteria above.