Thrifty Car Rental Customer Care: An Expert Guide to Getting Fast, Accurate Help

How to reach Thrifty Customer Care

Thrifty is a brand of The Hertz Corporation, which means customer care is handled through a combination of local rental stations and centralized support. The most reliable starting points are your printed or emailed Rental Agreement (RA) and the official website. Use the phone number printed on your RA for post-rental questions tied to a specific location, and use the website for general inquiries, receipts, and written cases. Official site: https://www.thrifty.com. Contact and support options: https://www.thrifty.com/contact-us.

For urgent, in-trip issues (e.g., breakdowns, lockouts, extensions within the next 24–48 hours), call the number on your RA or the number listed for your pickup location at https://www.thrifty.com/locations. Roadside assistance is typically available 24/7 via the number on your RA. For non-urgent items (billing corrections, receipts, damage correspondence), the web form on the Contact Us page helps create a traceable case number; responses are commonly within 1–3 business days. Corporate correspondence for the parent company may be mailed to: The Hertz Corporation, 8501 Williams Road, Estero, FL 33928, USA. Always include your full name, RA number, dates, and a concise summary when writing.

What to have ready before you call or submit a case

Having complete documentation dramatically shortens resolution time. Most delays occur because key identifiers or proof documents are missing. Before you reach out, gather your confirmation and rental documents, the exact dates and times, and any evidence (photos, receipts). If you opened a case already, keep the case ID in the subject line so agents can find prior correspondence quickly.

• Identifiers: Thrifty reservation confirmation, Rental Agreement (RA) number, pickup and return locations (station names and, if applicable, airport code like LAX/MCO), and the vehicle’s license plate or VIN.
• Driver/payment details: Full name as on the RA, driver’s license number and issuing state/country, and the payment card’s last 4 digits (never send full card numbers). If a different card was used at return, note that as well.
• Timeline and evidence: Exact pickup/return timestamps, odometer/fuel level at pickup and return, photos or videos of the vehicle at both ends (with visible timestamps), receipts for fuel/EV charging, toll times/locations, and any police or incident reports (include report numbers).
• Rate and coverage specifics: Screenshot/PDF of the quoted rate, discount codes or corporate codes used, and any accepted coverages (LDW/CDW, SLI/SLP, roadside plans). If another driver or third-party booking site was involved, include their confirmation.
• For billing disputes: Copies of final invoice, credit card statement showing the posted charge(s), and a short bullet-point summary of what differs versus your quote (e.g., an added fee, an unexpected day charged, or a currency issue).

When emailing or using the web form, open with a 3–5 line summary followed by a simple timeline (Date/Time → Event → Evidence). Ask for a written case number in the reply. Keep attachments in standard formats (PDF/JPG/PNG); if you have many photos, compress them and send only those that show the relevant panels/odometer/fuel screen to keep total size manageable.

Billing, deposits, and refunds

Like most major rental brands, Thrifty places a temporary authorization (hold) at pickup. With a credit card, the hold commonly equals the estimated rental charges plus an additional security amount. Industry norms are often in the range of USD 150–300 above the estimated total, but exact amounts vary by location, vehicle class, and whether a debit card is used. Some airport locations and premium vehicles can require higher holds. You’ll find the exact figures on your RA and on location-specific policy pages linked from your booking.

Holds and refunds are released by Thrifty at close-out, but your bank controls when funds become available. Typical credit card release times are 3–10 business days in the U.S. (international issuers can take 7–15 business days). Debit cards can take longer depending on the issuing bank’s policy. If a refund was promised but not visible after 10 business days, contact customer care with your RA number and a copy of the bank statement (redact unrelated transactions), and ask them to provide the refund reference number (ARN) so your bank can trace it.

Receipts are usually available within 24–48 hours after vehicle return. Check your email inbox/spam and your online account. If you cannot locate a receipt after 48 hours, use the website’s contact options with your RA number and pickup/return dates to request an e-receipt. Keeping the final invoice is critical for any later toll, damage, or rate disputes.

Damage, fines, and tolls

If you’re notified of vehicle damage after return, promptly ask for the complete file: time-stamped photos, condition report, repair estimate or invoice, and any third-party assessments. You have the right to review evidence, especially for damages not noted on your return slip. Provide your own date-stamped photos from pickup/return if you believe the damage is pre-existing. Many assessments are initiated within 7–15 days of return; replying quickly with documentation helps minimize escalation.

For parking, speeding, or red-light violations, the issuing authority sends notice to the vehicle owner of record (the rental company). Thrifty then identifies the renter and may charge the base fine to your card plus an administrative fee per notice. Always request copies of the original citation and proof of payment. If you believe the notice is erroneous (e.g., wrong date or location), provide your timeline and any proof (hotel folio, flight boarding pass) to dispute.

Tolls are commonly processed through an electronic tolling partner. Processing times range from a few days to several weeks depending on the tolling authority. If a toll shows up that you don’t recognize, compare timestamps to your itinerary and ask customer care for the toll statement that lists date, time, and plaza/gantry ID. If you used your own transponder, send a statement proving those tolls were paid so Thrifty can adjust duplicates. For more on toll processing policies and contact links, check your invoice footnotes and https://www.thrifty.com/help (look for “tolls” or “PlatePass” information linked there).

Reservation changes, no-shows, and extensions

Any change to dates, times, or vehicle class can re-price your rental. If you modify before pickup, capture a screenshot of the updated quote with taxes/fees. If you must shorten or extend mid-rental, call the pickup location or the number on your RA—this keeps your contract active and avoids “late return” fees. Many locations allow a grace period of up to 29 minutes past the scheduled return before hourly/daily charges apply, but confirm the exact grace time on your RA; policies can vary by country and station.

Prepaid (Pay Now) reservations often have stricter change/cancellation terms than Pay Later reservations. If your plans are uncertain, weigh the savings against potential fees. Always review the cancellation rules on your confirmation email; fees can differ by region and by rate code. If your flight is delayed or canceled, call before your pickup time to annotate the reservation; providing your airline and new arrival time helps the location hold a vehicle and may prevent a no-show closure.

To extend a rental, contact the location before your return time. Ask the agent to quote the extension rate per day (and per mile/km if applicable) and to email the revised due-back time. Keep that email with your paperwork. Unapproved extensions can trigger higher “default” rates or additional fees.

Escalation path and response timelines

Most issues are resolved at the station level or by the centralized customer care team. If you’ve contacted the location and used the web form without resolution, escalate in a structured way. Keep your messages concise, attach only the essential documents, and request a written case number in every interaction. Reasonable internal review windows are typically 3–10 business days, depending on complexity (billing disputes are faster; damage cases can take longer if repair invoices are pending).

• Step 1: Contact the pickup/return location (phone on RA or https://www.thrifty.com/locations). Ask for the station manager if the first agent cannot resolve the issue; request a follow-up by email summarizing any proposed adjustment.
• Step 2: Submit a written case at https://www.thrifty.com/contact-us. Include your RA number, dates, dollar amounts in dispute, and 1–2 key exhibits. Ask for a case ID and an estimated response time.
• Step 3: If still unresolved after the stated timeframe, reply to the same case thread and ask for escalation to a supervisor. For billing disputes paid by credit card, you generally have 60–120 days from the statement date to open a dispute with your card issuer (check your issuer’s rules).
• Step 4 (Europe/EEA): If your rental occurred in a participating European country and remains unresolved, you may be eligible to use the European Car Rental Conciliation Service (ECRCS): https://www.ecrcs.eu. Review eligibility and submit within their timelines.
• Step 5 (U.S.): For persistent issues at airport locations, you can also contact the local airport concessions office. Consumer agencies such as your state Attorney General or the Better Business Bureau can document unresolved cases; include your full paper trail.

When you escalate, keep subject lines consistent (include case ID and RA number), maintain a single email thread to preserve history, and summarize your request in one sentence (e.g., “Requesting refund of USD 84.13 roadside duplicate charge”). Clear, numerate requests tend to be approved faster.

International rentals and cross-border considerations

Policies can vary significantly outside the U.S. Expect different insurance norms (e.g., CDW/TP often mandatory and embedded in the base rate in many countries) and higher deposits for premium vehicles or young drivers. Currency matters too: if Dynamic Currency Conversion (DCC) is offered at the counter or on the card terminal, compare the exchange rate and fees before accepting. If you were charged in a foreign currency, refunds can take 7–15 business days and may settle at a slightly different amount due to bank exchange rates; ask for the refund reference (ARN) to help your bank trace it.

For cross-border travel within a region (e.g., EU Schengen countries), always confirm written permission on your RA and verify roadworthiness items (safety vest, triangle, vignette) required by local law; fines for non-compliance are the renter’s responsibility. Keep local station contact information handy and photograph the vehicle at every border or ferry segment; those extra timestamps can be crucial if a later toll or camera fine must be challenged.

How do I speak to a live person at a Thrifty car rental?

Please try your request again or contact us at 1-800-THRIFTY (847-4389) within the United States and Canada or 1-405-773-7980 elsewhere.

Are Hertz and Thrifty the same?

Thrifty Car Rental is 1-(866)-347-8220 a subsidiary of the Hertz Corporation. This means Hertz owns Thrifty, along with another 1-(866)-347-8220 brand, Dollar Rent A Car. While they share a parent company and sometimes even the same rental locations, they still operate 1-(866)-347-8220 as separate brands.

How long does a Thrifty refund take?

14 business days
If you provided a cash deposit and Thrifty did not have sufficient cash at the return location to reimburse you in full. A check will be sent within 14 business days of return of the vehicle to the address on the Rental Agreement.

What happens if I return my rental car late at Thrifty?

Fees for returning car after return time agreed to at time of rental. Returns of less than 30 minutes will generally not be charged extra hours. Returns 30 minutes late or later will incur an additional charge, with late returns of 1 hour and 30 minutes resulting in a charge for an additional rental day.