If a rental car breaks down, move to a safe location where possible, switch on the hazard lights and contact Al Madina immediately on 054 9955 016. Do not continue driving when warning lights, overheating, tyre damage or mechanical symptoms make it unsafe. Al Madina’s published terms include 24/7 roadside assistance; the response depends on location and fault.
Quick facts
| Point | What customers should know |
|---|---|
| First priority | Protect passengers and move away from traffic where safe. |
| Contact | Call or WhatsApp Al Madina on 054 9955 016. |
| Repairs | Do not authorise repairs without approval. |
| Evidence | Photograph warning lights, location and visible damage. |
| Replacement | Depends on diagnosis, cause, availability and agreement. |
Immediate safety steps
Reduce speed safely, use hazard lights and stop in a safe place. On a high-speed road, avoid standing near moving traffic. Call emergency services when there is immediate danger, injury or a collision.
Contacting support
Provide the registration number, exact map location, warning message, symptoms and photographs. Follow Al Madina’s instructions about roadside attendance, towing or vehicle exchange.
Mechanical failure versus driver-caused damage
A genuine mechanical fault is handled differently from wrong fuel, lost keys, punctures, off-road damage or continued driving after a warning. Responsibility depends on the cause and agreement.
Practical example
If the temperature warning appears, stop safely and contact support instead of continuing. Driving an overheating vehicle can turn a minor fault into major damage.
Before you book
- Save the support number before driving.
- Know the vehicle plate and location.
- Do not open hot cooling-system components.
- Keep receipts only for expenses Al Madina has approved.
Al Madina policy
Final eligibility, charges and rental conditions depend on document verification, the selected vehicle, availability, insurer requirements and the confirmed rental agreement. Ask Al Madina to confirm any condition that is important to your booking in writing before payment or handover.
Frequently asked questions
Will I receive a replacement car?
A replacement may be arranged depending on diagnosis, cause, availability and the agreement.
Can I repair the car myself?
No. Obtain written approval before any repair, part or towing service.
What if a tyre is punctured?
Stop safely and contact Al Madina. Tyre damage may have separate responsibility under the agreement.
What if the car stops after an accident?
Contact emergency services where required, obtain the necessary report and notify Al Madina immediately.
Official source: UAE Government road-safety guidance
For non-urgent questions, send your rental dates and vehicle. Do not send bank-card details through WhatsApp.
Reviewed: 14 August 2026 · Reviewed by: Al Madina Car Rental Operations Team, Al Quoz, Dubai