Sixt Customer Care: How to Get Fast, Effective Support

What Sixt Customer Care Covers and How It’s Organized

Sixt has been serving drivers since 1912 and now operates in 100+ countries with more than 2,000 stations globally. That international footprint means customer care is structured by country and even by station, with shared global systems for reservations, billing, and claims. The same reservation can involve multiple teams: the booking platform, the local rental station, and centralized billing or claims. Knowing which team handles what will save you time.

In practice, Sixt customer care is split across four main areas: reservations and changes, station-level support (pick-up/return issues), roadside assistance, and post-rental billing/claims. You’ll find that pre-trip questions (pricing, vehicle groups, coverage) are handled via the booking platform or call center, while anything that happened at the counter or during your rental is best addressed with the specific station that served you. Post-rental invoice questions and damage/fine disputes go to centralized billing and claims via the Help Center.

Fastest Ways to Reach Sixt Customer Care

Start with the online Help Center, where country-specific options are listed: https://www.sixt.com/help-center/. For existing bookings, use the self-service portal to modify or cancel: https://www.sixt.com/my-booking/ (you’ll need your reservation number and last name). The Sixt app (https://www.sixt.com/app) offers live chat in many markets, push updates, digital contracts at select stations, and easy access to roadside assistance numbers stored in your reservation file.

Phone numbers vary by country and are shown after you select your country in the Help Center. For roadside assistance, always use the number printed on your rental agreement, key tag, or app—it routes you to the roadside team covering your vehicle’s registration and insurance. For corporate matters (investor relations, press), the corporate site is https://www.sixt-se.com. Headquarters address: Sixt SE, Zugspitzstraße 1, 82049 Pullach, Germany.

• Have ready before you call or chat: reservation/contract number, driver’s license number, pick-up/return station names, timestamps (24-hour clock), odometer readings, fuel receipts, and photos (vehicle condition, dashboard).
• To reach a human quickly: in the IVR, choose “Existing reservation” or “Currently renting,” then the option for “Speak to an agent.” Call during local station hours for station-specific issues; call 24/7 roadside only for breakdowns/lockouts/tows.
• For documented trails: use the Help Center contact forms so you receive a case number by email. Upload photos in the form—Sixt’s claims/billing teams work faster with attachments tied to a case ID.

Reservations, Changes, and No-Show Policies

Sixt offers Pay Later and Prepaid rates. Pay Later usually allows free cancellation up to the pick-up time, but the price may be higher. Prepaid rates are cheaper but have stricter change/cancellation rules; fees depend on country and product. Any change (dates, station, car group) re-prices the rental at the current rate, so a mid-trip extension can cost more than the original daily rate.

No-shows are usually charged for Prepaid bookings if you don’t cancel within the allowed window. If your flight is delayed and you entered a valid flight number, many airport stations will hold the car after hours, but always notify Sixt via the app or phone once you know your new arrival time. For cross-border travel or ferries, you must request and document approval in advance; restrictions vary by car group and country.

Roadside Assistance and Emergencies

Sixt roadside assistance is available 24/7. Mechanical breakdowns are covered at no cost; incidents caused by driver error (e.g., misfueling, lockouts, dead battery due to lights left on) may incur charges unless you purchased Roadside Protection in markets where it’s offered. If the car is undrivable, Sixt can arrange towing and, subject to availability, a replacement vehicle at the nearest open station.

In an accident, prioritize safety and local law: call local emergency services (EU: 112; US/Canada: 911) if needed, document the scene with photos, and obtain a police report where required. Contact the roadside number on your contract immediately. Never approve third-party repairs yourself; unauthorized repairs can complicate claims. Keep all documents (police report, tow slip, photos) for the claims team.

Deposits, Payment Methods, and Release Times

Security deposits are placed as a credit card hold at pick-up. Typical holds range from approximately €200–€500 in the EU and $200–$500 in the US, increasing for premium/luxury groups or one-way rentals. Debit card acceptance varies by country and station; many airport stations in the US require a major credit card for premium vehicles. Always check the payment terms shown during booking for your specific station.

After the vehicle is returned and the contract is closed, the hold is released. Card issuers generally take 3–10 business days to reflect the release; some banks can take up to 14 business days, especially across borders. If the hold remains after two weeks, contact your bank first with the closed contract number, then contact Sixt with your bank’s reference if needed.

Damage, Cleaning, Tolls, and Billing Disputes

Common post-rental charges include refueling, late returns, damage, cleaning, tolls, traffic fines, and administrative fees. Fuel service is applied if the car is returned below the pickup level; the per-liter/ per-gallon rate and service fee are disclosed on the rental agreement and often exceed street prices. Some stations offer prepay refueling at a market-based rate—compare before you decide.

For disputes, open a case via the Help Center (https://www.sixt.com/help-center/) under Billing/Invoice or Claims/Damage. Attach time-stamped photos (pickup and return), the signed check-out/check-in reports, fuel receipts, and any third-party documents (police report, toll statements). Damage claims are assessed using pre- and post-rental condition reports and, where applicable, telematics and photo evidence. You’ll receive a case number and written outcome; keep that for your records and for any credit card insurance claims.

Protection Options and What They Actually Cover

Terminology varies by country. In many EU markets, “Protection” bundles reduce your excess for damage/theft; in the US you’ll see LDW (Loss Damage Waiver), SLI (Supplemental Liability Insurance), PAI (Personal Accident Insurance), and TG (Tire & Glass). LDW/Protection lowers your financial responsibility for damage or theft, but exclusions apply (e.g., gross negligence, unauthorized drivers, off-road use). SLI increases third-party liability limits in the US.

Roadside Protection covers driver-induced incidents such as lockouts, flat batteries, or incorrect fueling, which otherwise can be billable. Prices vary by market and car group; in many markets you’ll see daily add-ons in the range of roughly €6–€18 or $7–$20 for individual protections. Always review the coverage summary shown on the booking page for your station and car group; it’s the controlling document.

Loyalty, Business Accounts, and Priority Support

Sixt’s loyalty program (Sixt Card tiers such as Gold, Platinum, and Diamond) offers benefits that can include counter bypass at select stations, free additional driver in some regions, and upgrades subject to availability. Benefits and qualification criteria vary by country and channel; check the app or your account dashboard for your tier and entitlements.

Business and corporate accounts receive negotiated rates, centralized billing, and dedicated support contacts where available. If your company has a corporate ID, always enter it during booking so the reservation routes to the correct support queue and rates. For program enrollment or to add travelers, use your corporate portal or contact Sixt sales via the business section of the website.

Fees You Might Encounter and How to Avoid Them

• Fuel service: Return at the same or higher level; keep the fuel receipt with date/time near return. Verify the level on the check-in slip.
• Late return: Most stations allow a brief grace period (often 29–59 minutes, varies). If you’ll be late, extend via the app or call the station to reprice and avoid after-hours fees.
• Tolls: Ask about toll transponders at pick-up. Using your own transponder can avoid per-use admin fees in some regions; otherwise expect toll plus an admin fee per invoice.
• Cleaning/smoking: Smoking is prohibited; smoke or excessive dirt can trigger a cleaning fee. Photograph the interior at pick-up and before drop-off.
• Additional driver/young driver: Additional driver and underage fees are daily and vary by market (commonly $10–$20 per day for an extra driver; underage fees for 21–24 in the US are often $15–$35 per day). Where allowed, book a rate that includes an extra driver to reduce cost.
• One-way: One-way and cross-border routes may have fixed fees. Get written approval for border crossings; it determines roadside coverage and insurance validity.

Practical Workflow for Smooth Support

Before pick-up: verify station hours, your payment method acceptance, and your ID/licensing requirements. If you land after the counter closes, confirm the exact out-of-hours key pickup process and fees. Add your flight number for airport reservations so delays sync to the station.

At pick-up and return: walk around the car, take exterior/interior photos and a dashboard shot with mileage and fuel level; have existing damage marked on the report. At return, request a printed or emailed check-in with time stamp. These two documents resolve most post-rental questions quickly.

If issues arise: start with the station for service-at-counter matters; use the Help Center with attachments for billing/claims; use the roadside number on your contract for breakdowns. Keep everything in one case thread to avoid delays and always reference your reservation or contract number.