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Guide to Renting a Car at Tocumen Airport (PTY)
Renting a car at Tocumen Airport can be a complex experience, where the price you see online rarely matches the final amount you'll pay at the counter. Mandatory insurance and a series of additional charges are the main points of friction. This guide, based on the analysis of hundreds of travelers' experiences, will prepare you to navigate this process, understand the real costs, and make the best decision for your trip.
Frequently Asked Questions about Car Rentals
Is the insurance they sell me at the counter really mandatory?
Yes, Panamanian law requires Third Party Liability insurance (known as TPL or PLI). Most agencies do not accept credit card or third-party coverage for this specific requirement, forcing you to purchase their local policy. This is the main factor that dramatically increases the final cost of the rental.
Can I use my credit card insurance for the collision waiver (CDW)?
Some companies allow it, but in return, they usually require a very high security deposit on your credit card, which can range from $500 to $5,000 USD. Make sure you have a sufficient credit limit and bring a letter from your bank certifying the coverage. Even so, you will still be required to purchase the local Third Party Liability (TPL) insurance.
Why is the final price double or triple my online reservation?
This is due to the sum of several factors: the cost of the mandatory TPL insurance not included in the initial quote, other optional insurance they will insistently offer you, administrative fees, charges for using the Panapass (tolls), and sometimes, taxes not clearly reflected in the original booking.
What should I do when I receive the car to avoid unfair charges?
Document absolutely everything. Before leaving the agency, use your phone to record a detailed video and take photos of every scratch, dent, or imperfection on the vehicle, both inside and out. Make sure the agent notes all pre-existing damages in the contract. This is your best insurance against fraudulent claims when you return the car.
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Smart Traveler's Manual: Critical Points to Consider
- The Real Cost is at the Counter: Assume that the price of your online reservation is just the base. The real cost will be, at a minimum, double once you add the mandatory insurance. Budget accordingly to avoid surprises.
- The Pressure for Additional Insurance: Be prepared for insistent sales tactics. Agents will try to sell you additional coverage (CDW, tire protection, etc.). If your credit card covers you, stand firm, but have the documentation ready to prove it.
- Exorbitant Deposits: Ask directly about the security deposit amount before signing anything. Some agencies demand disproportionate amounts that can block a significant portion of your credit card's limit.
- Availability Not Guaranteed: Several reviews, especially with certain companies, warn that a confirmed and paid reservation does not guarantee the vehicle's availability upon your arrival, particularly during high season.
- The "Upgrade" Scam: If the car you booked is not available, they may offer you an "upgrade" to a higher-category vehicle, but they will often try to charge you a substantial difference.
To help you choose, we have analyzed user experiences with the main car rental companies operating at Terminal 2 of the airport.
Compare and Book Your Vehicle
Use a comparison tool to get an idea of the base prices, but remember to apply the tips from this guide before making your final decision.
Car Rental Companies and User Experiences
ACE / Express - Tel: +507 238 3200 - Open 24 hours.
User Experience: Complaints focus on the imposition of insurance that doubles the reservation cost, double charges for the Panapass (once on the invoice and again in cash), and vehicles in poor condition with mechanical or cleanliness issues. Poor and aggressive customer service is reported when trying to resolve disputes.
Alamo - Tel: +507 236 5777 - Open 24 hours.
User Experience: A recurring pattern is the accusation of being a scam. Travelers report being forced to buy expensive insurance and then facing additional charges for alleged minor damages, scratches, or "special cleaning" upon returning the vehicle, even if it was returned in perfect condition. The staff's attitude is frequently described as arrogant and unhelpful.
Avis - Tel: +507 238 4056 - Hours: 6:00 am - 9:00 pm.
User Experience: The main criticism is the "mandatory insurance or a $5,000 deposit" tactic. Customers feel coerced into paying for overpriced insurance to avoid a massive hold on their cards. Unauthorized charges for pre-existing damage and lack of availability of the reserved vehicle are also mentioned.
Budget - Tel: +507 238 4069 - Hours: 6:00 am - 11:00 pm.
User Experience: Although some customers have had positive experiences with new vehicles and friendly staff, the constant complaint remains the mandatory insurance not disclosed in the online reservation, which doubles the cost. It is crucial to book directly on their website and not through third parties for greater clarity.
Dollar - Tel: +507 238 4955 - Hours: 24 hours.
User Experience: Non-transparent practices are reported, such as charging in advance for a tank of gas at an uncompetitive price and applying disproportionate administrative fees for toll usage (e.g., a $40 charge for $5 in tolls). The service is perceived as a machine for extracting extra fees.
Europcar - Tel: +507 6204 1753 - Hours: 7:00 am - 10:00 pm. (Office outside the airport, requires shuttle)
User Experience: The biggest reported risk is the lack of vehicles. Several customers with prepaid reservations arrived to find that no cars were available, and the company took no responsibility, refusing to refund the money by considering it a "no-show" by the customer. Forced selling of insurance is also a common complaint.
Hertz - Tel: +507 260 0000 - Open 24 hours.
User Experience: The experience is defined by the huge difference between the quoted price and the final price at the counter, which can be up to 300% higher due to insurance. Long waits, problems with the shuttle service between terminals, and a general feeling of being ripped off are reported.
National - Tel: +507 275 7222 - Open 24 hours.
User Experience: It has some of the most positive reviews regarding staff friendliness and clarity of conditions (as long as the cost of TPL insurance is accepted). However, some users warn that they are very strict with the return inspection, looking for the slightest scratch to apply charges.
Sixt - Tel: +507 321 6350 - Hours: 7:00 am - 11:00 pm.
User Experience: This is the company with the most complaints about lack of availability. Multiple travelers report that their reservations were canceled at the last minute or that there were simply no cars upon arrival. Additionally, they demand extremely high security deposits ($2,000 - $5,000), making it a high-risk option.
Thrifty - Tel: +507 238 4955 - Open 24 hours.
User Experience: Similar to other budget brands, criticism focuses on misleading advertising. The low online price is inflated with "mandatory" insurance at the counter. Serious availability problems are also reported, leaving families stranded at the airport despite having a confirmed and prepaid reservation.