What to do first
Stay safe, then contact us.
Move somewhere safe
If possible, move the vehicle away from traffic, apply the handbrake and switch on the hazard lights.
Check for immediate danger
Call 111 if anyone is injured, the vehicle is creating a serious hazard, or emergency assistance is required.
Contact Cross Country
Provide your name, rental agreement or booking details, vehicle registration, current location and a clear description of the issue.
Follow the instructions provided
Do not continue driving if the vehicle may be unsafe. Our team will explain the next step and arrange support where required.
Roadside support
Support for common roadside issues.
Mechanical breakdowns
Support when a genuine vehicle fault prevents safe or normal operation.
Flat batteries
Flat batteries
Lockouts and keys
Help when keys are locked inside the vehicle, lost or damaged.
Tyre punctures
Support when a puncture or tyre issue prevents safe travel.
Fuel-related issues
Help if the vehicle runs out of fuel or the incorrect fuel has been used.
Recovery and towing
Vehicle recovery when roadside repair is not possible or the vehicle is unsafe to drive.
Before you call
A few details will help us respond faster.
- Your full name
- Rental agreement or booking number
- Vehicle registration
- Your current location or nearest landmark
- A clear description of what has happened
- Whether the vehicle is in a safe position
- Details of any warning lights, damage or unusual sounds
Do not continue driving
Stop if the vehicle may be unsafe.
Do not continue driving if there are warning lights, unusual noises, steering or braking problems, a damaged tyre, overheating, leaking fluids, smoke, or any other sign that the vehicle may be unsafe. Continuing to drive may cause further damage and may affect responsibility for resulting costs.
Vehicle faults
It's our vehicle, we'll take care of it.
If the rental vehicle develops a genuine mechanical or electrical fault that is not the responsibility of the hirer, Cross Country will always arrange assistance and work to remedy the situation.
Depending on the location, cause and nature of the fault, this may include:
- Roadside diagnosis or repair
- Mechanical assessment
- Vehicle towing or recovery
- Replacement vehicle arrangements where appropriate and available
- Another practical transport solution where appropriate
Contact Cross Country before arranging repairs, towing or other services yourself, unless emergency action is required to protect people or property.
FAQ
Yes. Cross Country can still arrange support. If the service is not included in your selected cover, all associated costs will be on-charged to the hirer.
If the issue is a genuine vehicle fault and is not the responsibility of the hirer, Cross Country will arrange assistance and work to remedy the situation.
That depends on the cause of the issue and your selected cover. Hirer-caused or non-covered events may be on-charged. Genuine vehicle faults that are not the hirer’s responsibility will be managed by Cross Country.
Make sure the vehicle is safely positioned and contact Cross Country. Tell us what happens when you try to start it and whether any warning lights are displayed.
Stop in a safe location and contact Cross Country. Do not continue driving on a flat or damaged tyre.
Contact Cross Country and we will arrange the appropriate assistance. Costs may be on-charged if the event is not included in your selected cover.
Move the vehicle to a safe location and contact Cross Country. We can arrange assistance, with fuel, call-out and related costs on-charged to the hirer.
Do not start or continue driving the vehicle. Contact Cross Country immediately. Recovery, fuel-system draining, repairs and related costs will be on-charged to the hirer.
Contact Cross Country first so we can assess the situation and arrange an approved response. Do not authorise repairs or towing yourself unless emergency action is required to protect people or property.
Where appropriate and available, Cross Country may arrange a replacement vehicle or another practical solution. This depends on the cause of the issue, vehicle availability, location and circumstances.
If there has been damage, theft or an accident, complete the relevant online incident or claim form. Supporting photographs, police details or third-party information may also be required.
Have your name, booking or rental agreement details, vehicle registration, current location and a clear description of the issue ready if possible.
Prioritise your safety. If there is immediate danger or anyone is injured, call 111. Then contact Cross Country when it is safe to do so.
