Question 1

What is CurbGenie?

Accepted Answer

CurbGenie is a curbside rental-car return service. You pull up at the airport drop-off zone, hand the keys to a vetted driver (a "Genie"), and walk straight to your gate. The Genie returns the car to the rental agency for you.

No shuttle, no rental-counter line, no calculating how much extra time to budget. The whole curbside handoff takes a couple of minutes.

When to use it

• You're flying out and don't want to lose 30+ minutes returning the car
• You're traveling with kids, bags, or anyone who shouldn't have to ride a rental shuttle
• You're cutting it close on time and the agency lot is far from your terminal

Question 2

Creating your CurbGenie account

Accepted Answer

Download the CurbGenie app and sign up with your phone number or email. We send a verification code to confirm it's really you. From there you add your name and a profile photo so your Genie can recognize you at the curb.

We never sell your information and we don't share your phone number with the Genie — calls between you go through a masked number.

Question 3

Adding a payment method

Accepted Answer

We use Stripe to handle payments. You can add a credit or debit card from your account settings or during your first booking. Your card details are stored with Stripe — we never see the card number.

When you book, we authorize (place a hold for) the booking amount on your card. The actual charge is captured at check-in once the booking is locked in.

Question 4

Picking a departure airport

Accepted Answer

Tap New Trip on the home screen and choose the airport you're flying out of. Only airports where CurbGenie currently operates appear in the list.

Don't see your airport? We're expanding fast. Email Support to request your city — it helps us prioritize where we open next.

Question 5

Flight info — and why we need it

Accepted Answer

We ask for your airline and flight time so we can suggest a curbside drop-off window that lines up with your departure. If your flight is delayed or rescheduled, update it in the app and we'll suggest a new window.

Your flight info also helps the Genie find you at the right terminal. Most airports have multiple curbs — picking the wrong one costs everyone time.

Question 6

Rental confirmation & rental agency

Accepted Answer

Tell us which rental company you're with (Hertz, Enterprise, Avis, Budget, etc.) and your reservation or rental confirmation number. The Genie hands those to the agency at the return lane so the car closes out under your name.

Double-check the confirmation number before you book — typos cause real headaches at the return lane and can delay closing out the rental on your account.

Question 7

Choosing your curbside drop-off window

Accepted Answer

Pick a 15–30 minute window during which you'll arrive at the airport curb. The Genie will be there waiting. Earlier in the window is safer — you don't want to keep the Genie blocked at a curb where airport police are watching.

Pick the terminal that matches your flight. If you're transferring between terminals, choose the terminal where your rental agency is closest, not necessarily where you're flying out of.

Question 8

Authorization and capture

Accepted Answer

When you book, Stripe places an authorization hold on your card for the full booking amount. You'll see it as a pending charge in your bank app. Nothing is actually billed yet.

On the day of your trip, when you check in to confirm you're heading to the airport, we capture the charge. That's when the money actually moves from your account.

If you cancel before a Genie has been assigned, the authorization is released and you're not charged.

Question 9

Day-of check-in

Accepted Answer

On the day of your trip we ask you to check in — a quick tap that confirms you're really heading to the airport. Check-in is what triggers the Genie assignment cascade.

If you skip check-in, you may not have a Genie assigned by the time you arrive at the curb. Check in as soon as you're confident your trip is happening.

Question 10

Updating a delayed or rescheduled flight

Accepted Answer

If your airline reschedules your flight, update the flight time in the app and we'll automatically suggest a new drop-off window that fits.

Big changes (different day, different airport) may require canceling and rebooking. The app will tell you when that's the case.

Question 11

Enabling location sharing

Accepted Answer

When you're on your way to the airport, sharing your location with your Genie helps them time their walk to the curb. They see your ETA so they're not standing around — and you're not waiting for them either.

Location sharing turns on automatically once a Genie is assigned and turns off the moment you complete the handoff. We never use it for anything else.

Question 12

Meeting your Genie at the curb

Accepted Answer

Once a Genie is assigned, you'll see their name, photo, and a description of what they're wearing. They have your photo and details too.

Drive to the curb at the terminal you booked, in your drop-off window. The app shows you the exact spot — usually noted by a door number, sign, or column.

Question 13

The handoff: what happens at the curb

Accepted Answer

Pull over and pop the trunk. The Genie helps you unload, walks the car for a quick condition photo, and accepts the keys. The whole thing is meant to be fast.

Before you walk away

• Take all your belongings — check the back seat, the trunk, glove box, charger ports
• Leave the rental agreement in the glove box if you have a paper copy
• Confirm the handoff in the app — that's what kicks off the return clock

Question 14

In-app chat and masked phone calls

Accepted Answer

Each booking gets its own chat thread with your Genie. Use it to share an updated ETA, describe what you're wearing, or coordinate the meeting spot.

If you'd rather call, the in-app phone button connects through a masked number. Your real phone number is never shared, and neither is the Genie's.

Question 15

After the handoff

Accepted Answer

Once you walk away from the curb, the Genie drives the car to the rental agency and closes it out for you. We'll send you a notification when the return is complete, along with the agency's receipt for your records.

If anything comes up at the agency — fuel, mileage, a damage dispute — CurbGenie handles it directly. You don't need to be on the phone for it.

Question 16

Reservation statuses explained

Accepted Answer

Each reservation moves through a small set of statuses. The home screen always shows your current status front and center.

• Draft — you started a booking but haven't confirmed payment yet
• Confirmed — booked and paid; a Genie may already be assigned, or will be once the marketplace opens for your trip
• Returning Car — handoff complete, the Genie is driving the car to the agency
• Completed — the rental is closed out

Reservations can also end as Cancelled or Failed. Failed covers no-shows (yours or the Genie's) and rare service issues. Each has its own refund rules — see the Cancellations section.

Question 17

Where to see your past and upcoming trips

Accepted Answer

Active and upcoming trips appear on the home screen. Anything that's already completed lives under Account → Past Trips.

Each past trip keeps the booking details, the Genie's info, the handoff time, the return time, and your receipt for as long as you have an account.

Question 18

Receipts and trip summaries

Accepted Answer

When the Genie completes the return, we send you the rental agency's receipt and a CurbGenie summary. Both are saved to your trip history and can be re-emailed at any time.

For business travelers: tap the receipt and choose Email Receipt to forward it to your expense tool.

Question 19

Cancelling before a Genie is assigned

Accepted Answer

If you cancel before a Genie has been assigned to your trip, you're not charged. The authorization on your card is released.

Holds typically clear in 1–7 days depending on your bank — CurbGenie can't make that faster.

Question 20

Cancelling after a Genie is en route

Accepted Answer

Once a Genie has been assigned and is heading to your curb, the booking is non-refundable. The Genie has already committed to your time slot, so the full booking amount is charged.

If something serious came up — medical, family emergency — contact Support and we'll review case by case.

Question 21

No-shows from the traveler side

Accepted Answer

If you don't arrive at the curb within your drop-off window and aren't reachable in chat or by phone, the booking is marked as a no-show and charged in full.

If you're running late, message your Genie as early as you can. They can sometimes wait a few extra minutes — what they can't do is wait indefinitely at an active curb.

Question 22

If your Genie doesn't show up

Accepted Answer

If a Genie no-shows on you — extremely rare, but it happens — you'll be refunded in full and our team will reach out directly to apologize and figure out what went wrong.

If you're at the curb and don't see your Genie, tap Call Support immediately. We can usually get someone reassigned in minutes.

Question 23

How prices are calculated

Accepted Answer

The price you see at booking is the total. There's no surge pricing, no last-minute add-ons, no driver tips required.

What goes into the price

• A flat CurbGenie service fee for the curbside handoff and return
• An airport-specific zone fee that reflects how far the rental agency is from the terminal
• Sales tax where applicable

Question 24

Authorization holds vs. final charges

Accepted Answer

When you book, we authorize the full amount on your card — that's a hold, not a charge. You'll see it pending in your bank app but the money hasn't actually moved.

On the day of your trip, when you check in, the authorization is captured and the charge becomes real. If you cancel before the assigned Genie is en route, the hold is released and your bank refunds it on its own schedule.

Question 25

Notification settings

Accepted Answer

Push notifications keep you posted on Genie assignment, handoff confirmation, and return completion. We strongly recommend keeping these on — they're how the trip stays coordinated.

Marketing and promotional notifications can be turned off from Account → Notifications without affecting trip-related messages.

Question 26

Updating your phone or email

Accepted Answer

From Account, tap your phone number or email to change it. We send a verification code to the new contact before the change takes effect, so you'll need access to both old and new during the switch.

If you've lost access to either, contact Support and we'll help you recover the account.

Question 27

Privacy of your phone number

Accepted Answer

Your phone number is never shared with your Genie. When either of you taps Call in the app, the call goes through a masked number that connects you for the duration of the trip and stops working afterwards.

Same goes for your name, address, and any other personal details — Genies only see what's required to find you and complete the handoff.

Question 28

Emergencies

Accepted Answer

For any medical, safety, or police emergency, dial 911 first. The CurbGenie app is not a substitute for emergency services.

Once you're safe, call CurbGenie Support. We have a 24/7 line for active trips and emergencies.

Question 29

Damage, complaints, and disputes

Accepted Answer

If you have a complaint about your Genie or about how the return was handled, report it from the trip summary screen as soon as possible. We review every report.

For damage disputes raised by the rental agency, forward the email or letter to Support. We work directly with the agency on your behalf — you do not need to handle the dispute yourself.

Question 30

Reaching the CurbGenie team

Accepted Answer

Email and phone are both in the app on the Help screen. For anything not time-sensitive, email is fastest because we can pull up your trip history before replying.

Phone support is staffed 24/7 for active trips and emergencies.

Travelers Help

Getting Started

Booking a Reservation

Before You Head to the Airport

At the Airport

Reservations & Trip Lifecycle

Cancellations & Refunds

Pricing & Payment

Account & Notifications

Safety & Support

Your shortcut
to the gate.