Frequently Asked Questions
Coronaviruses are a large family of viruses which may cause illness in animals or humans. In humans, several coronaviruses are known to cause respiratory infections ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERS) and Severe Acute Respiratory Syndrome (SARS). The most recently discovered coronavirus causes coronavirus disease COVID-19.
COVID-19 is the infectious disease caused by the most recently discovered coronavirus. This new virus and disease were unknown before the outbreak began in Wuhan, China, in December 2019.
The most common symptoms of COVID-19 are fever, tiredness, and dry cough. Some patients may have aches and pains, nasal congestion, runny nose, sore throat or diarrhea. These symptoms are usually mild and begin gradually. Some people become infected but don’t develop any symptoms and don't feel unwell. Most people (about 80%) recover from the disease without needing special treatment. Around 1 out of every 6 people who gets COVID-19 becomes seriously ill and develops difficulty breathing. Older people, and those with underlying medical problems like high blood pressure, heart problems or diabetes, are more likely to develop serious illness. People with fever, cough and difficulty breathing should seek medical attention.
Our priority is obviously to preserve the health of all our employees, while guaranteeing our Customers and Drivers continuity of service, particularly in the most critical situations.
Last week, we therefore took the difficult but necessary decision to close our offices around the world and to anticipate the gradual implementation of teleworking for all our teams. Today, the vast majority of our employees work from home thanks to the rapid adaptation of our working methods and the connected tools deployed at home. We have thus reduced the physical presence of employees in our various establishments to a minimum.
We had also banned business travel both nationally and internationally as well as physical appointments.
These indispensable measures, and fully in line with the latest traffic restrictions decided by Luxembourg and its border countries, allow us to protect our employees, while ensuring our business continuity plan, in order to offer the best possible quality of service to our Clients. And we count on their understanding in the event of temporary unavailability of telecommunication means and networks that will inevitably be put to the test worldwide.
The employee retains the option of continuing to use the car for personal travel (within the general restrictions in force during this crisis period). The employee will therefore continue to be taxed on the benefit-in-kind linked to the hiring out of the car.
Our short-term rental activities (replacement vehicle, temporary vehicle and/or punctual needs) have resumed their usual course. This of course in compliance with current sanitary measures (safety distance, cleaning of contact areas on vehicles, etc.).
If you are currently driving one of our short-term vehicles and your contract has expired, rest assured, we have automatically extended it in view of the circumstances. If you have any questions or would like to make a reservation, please contact our FIRST service on (+352) 40 44 11 11.
We fully understand the difficulties created by this unprecedented crisis, which is impacting many companies and industries. In response to the Covid-19 epidemic, the Government has put in place immediate support measures for businesses (fiscal, financial and social measures), available at the following address: government.lu
We have organized ourselves to put in place the contract modifications that would prove to be opportune, in order to penalize your activity as less as possible and we remain at your disposal to support you and try to find together the solutions that will allow each of our companies facing the same situation to continue to move forward.
Questions about orders, deliveries, returns
New orders can be placed, but keep in mind that it is difficult to confirm precise delivery times.
Our First Service is at your disposal to organise the return of your vehicle. We invite you to contact us by email: firstname.lastname@example.org or by phone: (+352) 40 44 11 11.
Deliveries have restarted but, due to a significant production delay at all manufacturers, we cannot guarantee the initial delivery time announced at the validation of the order.
In close collaboration with all the dealers we are doing our best to update the delivery times.
Our advisors are at your disposal to organise the return as best as possible according to your mobility constraints. We invite you to contact our First Service by email: email@example.com or by phone: (+352) 40 44 11 11.
If the return of your current car is combined with the delivery of a new vehicle, please specify this in your message.
All requests for quotations, orders, home visits or installations concerning charging stations with our partners in the Greater Region are postponed until further notice. Indeed, these services are not authorized to continue their activity during this period. Only breakdown repairs or critical maintenance are authorised. Our sales departments are at your disposal to record your requests and plan possible appointments in order to limit the impact of these decisions on your activity.
Questions about service & maintenance
If you currently make few or no trips with your car, this can wait. Maintenance is only considered urgent if you can prove that you have to travel for work and that you would exceed the planned maintenance interval. In this case, contact our FIRST team on (+352) 40 44 11 11.
SNCT stations in Sandweiler, Esch-sur-Alzette, Livange, Wilwerwiltz and Bissen
In order to reduce the number of contacts between customers and control inspectors, only vehicles for which the roadworthiness certificate expires within 14 days are accepted at the control stations. This measure concerns both private customers and professional customers who make appointments at the various inspection stations. (Usually, the vehicle could be presented for the periodic technical inspection up to 8 weeks before the due date). According to the information gathered this morning, any request for a MOT within the fortnight can currently be met. There are no plans at this stage to close the technical inspection stations.
In order to limit the overcrowding of after-sales workshops that remain open for emergencies, we recommend that you only make appointments for critical or safety-related repairs to your vehicle.
We therefore recommend that you postpone the following after-sales operations:
Body shops will provide minimum services with priority for the police and care providers. Only crucial repairs will still be scheduled.
Tyre changes (winter to summer tyres) are not considered essential and are therefore not carried out. Urgent repairs (e.g. replacement of worn or damaged tyres, repair of a flat tyre...) can still be carried out.
In case of tyres worn beyond the legal limit or slow punctures (tyres that deflate), contact our FIRST team on (+352) 40 44 11 11.
In case of a puncture, please contact our roadside assistance on (+352) 40 71 40.
No more service providers are open. In case of emergency, and only for an emergency (government measures), please contact Autovitres (+352) 26 65 35 in order to find a solution (depending on the availability of parts) exclusively for Luxembourg.
For abroad and only in case of extreme emergency (cracked windscreen in the field of vision, break-in), please contact an open service provider near you and contact our insurance department by email at the following address: firstname.lastname@example.org (including photos and quote).
Questions about assistance
Call our assistance service at (+352) 40 71 40 For any accident or vehicle immobilization, roadside assistance always provides emergency assistance: