Hertz Customer Care Chat: A Complete, Professional Guide

What Hertz Customer Care Chat Is and When to Use It

Hertz customer care chat is a live, text-based support channel available on hertz.com and within the Hertz mobile app (iOS and Android). It connects you to a virtual assistant for quick, automated answers and, when needed, routes you to a live agent for account-specific help. For many reservation changes, billing questions, and Gold Plus Rewards issues, chat is as fast as calling, while offering the convenience of a written transcript you can reference later.

Use chat when you need to modify or cancel an upcoming reservation, add services (e.g., child seats, insurance options), request or locate a receipt, review post-rental charges (fuel, tolls, late returns), or ask about Gold Plus Rewards points and status. Chat is also effective for correcting profile data (email, phone, preferred payment) and for quotes using specific rate codes or corporate discount numbers (CDP), while keeping a clear written record of what was agreed.

Avoid chat for emergencies like breakdowns, accidents, or lockouts—go straight to roadside assistance by phone. Also, claims that require document uploads (e.g., damage claims) or multi-party coordination are best handled by phone or via the web forms linked by the agent. For country-specific availability and hours, start on your local Hertz site (for example, hertz.com in the U.S., hertz.co.uk in the U.K., hertz.com.au in Australia).

How to Start a Chat on Hertz.com and in the App

On desktop or mobile web, go to https://www.hertz.com and sign in if you have a Gold Plus Rewards account. From the main navigation, open Help or Contact Us. A chat widget typically appears in the lower-right corner of the page; if it does not, open the Contact Us page and look for “Chat” or “Live Chat.” Start with the virtual assistant, then choose “Agent” or “Talk to a person” when prompted for escalation. If you’re discussing a reservation, paste your confirmation number to speed up the hand-off.

In the Hertz app, sign in, then open the menu (often the “≡” icon). Select Help or Contact Us and tap the chat option. If your issue concerns a specific rental, open that trip from “My Rentals” first; the app can share trip context with the agent. If the live agent queue is busy, you’ll see estimated wait times; you can usually continue browsing, and the app will notify you when an agent joins.

• Desktop path: hertz.com > Help or Contact Us > Open chat widget > Type your question > Request a live agent if needed.
• App path: Hertz app > Menu > Help/Contact Us > Chat > Select reservation (if applicable) > Connect to live agent.
• If chat is unavailable, use the Contact Us page to request a callback or send a secure message instead.

Information to Have Ready Before You Chat

Having key details at your fingertips reduces back-and-forth and shortens resolution times. If you have a Hertz account, confirm your profile email and mobile number first; agents will often use those to find your trips and verify identity. If you booked through a travel agency or an online travel site, pull up the Hertz confirmation from your voucher or email before chatting.

For billing questions, prepare clear numbers: pickup and return dates/times, the vehicle class booked (for example, ICAR, FCAR, IFAR), the total you expected, and the line items you’re questioning (fuel, tolls, additional driver, late return, underage fees). For modification and cancellation requests, know your desired pickup location (airport code like LAX, MCO, JFK or city location name), dates, and the rate or coupon you want applied.

• Hertz confirmation number: shown in your email or app under the reservation (keep the exact alphanumeric code)
• Pickup/return locations and times: include airport codes when applicable (e.g., SFO, ORD) and 24-hour time if possible
• Driver details: full name as on license, country/state of issue, and date of birth for eligibility checks
• Gold Plus Rewards number: helps agents access status, points, and stored preferences
• Payment method: last 4 digits of the card used (never share the full number in chat)
• Receipts/charges: rental agreement number, the specific line items in dispute, and the charged amounts

Common Requests Solved Over Chat

Reservation changes: Agents can re-quote different pickup/return times, adjust vehicle class, add services (including child seats and fuel purchase options), and apply corporate discount numbers (CDP), promotion codes (PC), and coupons (RQs) that meet terms. If you pre-paid online, agents can explain change and cancellation terms and, where eligible, assist with refunds back to the original payment method.

Billing and receipts: Chat is well-suited for retrieving missing receipts, explaining itemized charges, and opening a ticket if something looks incorrect, such as fuel, tolls, or late-return fees. If a temporary authorization hold is still showing on your card days after return, an agent can confirm when it was released and provide the reference you can share with your bank.

Gold Plus Rewards: Agents can help with point posting delays, name corrections, merging duplicate profiles, and status inquiries. If you forgot to add your loyalty number before a rental, chat can usually request retro-credit as long as you provide the rental agreement and it falls within the allowable retroactive window for your region.

When Chat Is Not the Best Option

Roadside emergencies, accidents, or lockouts require immediate phone support. In the U.S. and Canada, call Hertz Roadside Assistance at 1-800-654-5060 for 24/7 help. If police reports or tow arrangements are involved, a phone call ensures faster coordination and clearer safety guidance.

If you need to discuss sensitive personal data that shouldn’t be typed, or if your chat session requires multiple third-party verifications (for example, complex insurance claims), a phone call is usually faster. For reservations and general customer care in the U.S. and Canada, you can reach Hertz at 1-800-654-3131. If you’re outside North America, use your local Hertz site to find the correct regional number.

For disputes involving formal documentation (damage claims, toll authority letters, or chargebacks), agents may redirect you to secure web forms or a dedicated claims team. Chat remains useful for getting the correct link, reference number, and the list of documents you’ll need to upload.

Privacy, Security, and Getting a Transcript

For your security, do not type full payment card numbers, full driver’s license numbers, or passport numbers in chat. Agents will only ask for limited data such as your name, email, reservation confirmation, and sometimes the last 4 digits of your card for verification. If more sensitive information is necessary, they will direct you to a secure, Hertz-hosted form on hertz.com.

You can request a transcript at the end of your session; depending on region and platform, it can be emailed to the address on file or downloaded directly. Keep the case or interaction ID the agent provides—this speeds up any follow-up and helps different teams reference the same record without repetition.

For accounts subject to local privacy laws (for example, GDPR in the EU), you can ask how your chat data is stored and for how long. If you need data access or deletion, the agent can provide the appropriate privacy request page or email address for your region.

Escalations, Corporate Details, and Regional Sites

If an issue isn’t resolved after the first interaction, ask for escalation and a case reference. Provide your preferred contact method and time window; note that post-rental billing reviews may take several business days, especially when third-party toll providers or partner locations are involved. Keep all related documents—rental agreement, photos, fuel receipts—until the case is closed.

For formal correspondence in the United States, The Hertz Corporation’s global headquarters is at 8501 Williams Road, Estero, FL 33928. Include your case ID, reservation/RA number, and contact details in any written communication to avoid delays. Hertz was founded in 1918 and operates globally under Hertz, Dollar, and Thrifty brands, so confirm the brand and location on your paperwork when contacting support.

Use the correct regional site for the best chat and contact options: United States and Canada: https://www.hertz.com, United Kingdom: https://www.hertz.co.uk, Australia: https://www.hertz.com.au, and additional countries via the country selector on hertz.com. Availability of chat, hours, and languages may vary by country, but the steps to initiate and escalate a chat are largely similar across regions.