What to Do If You Have an Accident or Need Assistance on the Road

Traveling by car is one of the best ways to explore a country, discover a city, or simply move around freely. But of course, like any road experience, it can also come with unexpected situations—from a flat tire to a mechanical failure, or even a car accident. If you’re thinking about renting a car with us, don’t worry! In this blog, we’ll tell you what to do in each situation so you can always travel with peace of mind and safety.

At MEX Rent A Car, we ensure that every customer not only receives a vehicle in excellent condition but also has clear information on how to act in case of any eventuality. Because we know that your safety and comfort during your rental experience are what matter most.

How to Change a Flat Tire

Few things can interrupt a trip as quickly as a flat tire, but don’t worry: all MEX rental cars come equipped with a spare tire, hydraulic jack, and lug wrench so you can safely make the change yourself.

Before starting your trip, make sure everything is in place during the initial vehicle inspection. If you get a flat tire during the rental, you have two options: call MEX Customer Service to request assistance (this may incur a fee if you didn’t purchase Roadside Assistance), or change the tire yourself by following these steps:

Steps to change a flat tire:

1. Pull over to a safe place and turn on your hazard lights. Engage the parking brake.
2. Take out the tools from the trunk: spare tire, hydraulic jack, and lug wrench.
3. Slightly loosen the lug nuts (counterclockwise) without removing them entirely.
4. Place the hydraulic jack under the chassis near the flat tire and carefully lift the car.
5. Fully remove the lug nuts and take off the flat tire.
6. Mount the spare tire and tighten the lug nuts in a crisscross pattern.
7. Lower the car and re-tighten the lug nuts securely.

Once you've changed the tire, continue your trip and stop by a MEX office if you’d like to exchange the vehicle or ensure everything is in order.

What to Do If the Rental Car Breaks Down

Although all MEX Rent A Car vehicles are recent models and undergo frequent inspections, no car is completely immune to technical or mechanical issues.

If you notice something isn’t working properly—such as strange noises, loss of power, or a dashboard warning light—the first thing you should do is pull over in a safe spot and avoid speeding or continuing to drive with the issue active.

Next, call MEX Customer Service at +52 (33) 4624 2114 and describe the symptoms or warning signs. Our team will guide you through the next steps, which may include a basic inspection or a vehicle replacement, depending on your location and the nearest availability.

Be on the lookout for these signs:

• Dashboard warning lights
• Oil, water, and tire pressure levels
• Unusual smells or sounds
• Vibrations in the steering wheel or pedals

If you don’t have Roadside Assistance, some services may incur an additional charge, but we’ll always help you resolve the issue as quickly and safely as possible. Additionally, all our offices stay in constant communication to provide support based on your travel location.

What to Do in Case of an Accident with Your Rental Car

A car accident can be very stressful, especially if you're far from home or in an unfamiliar destination like Playa del Carmen. That’s why it’s important to know exactly what to do in the event of a traffic accident while driving a MEX Rent A Car vehicle.

First, stay calm and make sure everyone is okay. If there are injuries, call 911 immediately for medical assistance. Safety is always the top priority.

Then, contact MEX Customer Service at +52 (33) 4624 2114. Our team will guide you through each step. If necessary, we’ll send an insurance adjuster to the scene to assess the damage, take photos, and file the required report.

While you wait, we recommend:

• Not moving the involved vehicles until the adjuster arrives (unless they pose a risk).
• Taking photos of the incident, license plates, and the other drivers' documents.
• Writing down key details: time, location, street names, and witnesses.

In case of total or partial theft, it’s also crucial to contact us immediately. We’ll guide you through filing a police report and, if applicable, arrange a vehicle replacement.

Remember, our priority is your safety and helping you continue your journey without further setbacks.

What Is MEX Roadside Assistance?

Roadside Assistance is an optional but highly recommended service when renting a car with MEX. Why? Because it covers you in unexpected situations that may arise on the road or in the city, especially when you’re far from home.

This protection includes support in situations like:

• Flat tire changes (in case you don’t know how or prefer professional help)
• Delivery of spare keys if you locked them inside the car
• Battery jump-starts
• Vehicle towing in case of breakdown
• Vehicle replacement in case of an accident or malfunction

You can add this service at the counter when picking up your car or include it from the start by booking the Total Coverage package on our website, which also includes Medical Expense Insurance for occupants.

It’s important to note that if you don’t have Roadside Assistance, some services may incur extra costs, such as towing, transportation, or even lodging expenses if the issue takes longer to resolve than expected.

Traveling with the peace of mind that you’ll be covered in an emergency is a benefit many customers appreciate. That’s why we always recommend adding this protection and traveling with confidence.

Travel Safe, Travel with MEX

When you go on a trip, the last thing you want is to deal with an unexpected issue. However, being prepared can make the difference between a bad experience and a memorable story. Knowing what to do in case of an accident, how to respond to a mechanical failure, or how to change a tire gives you control and peace of mind on the road.

With MEX Rent A Car, you not only get access to modern, reliable vehicles, but also to a network of support and assistance that’s there for you at all times. Our Roadside Assistance is designed so you can stay on track, even when plans change.

So now you know: before you hit the road, make sure everything is in order, save our customer service number (+52 (33) 4624 2114) on your phone, and consider adding Total Coverage to your rental. That way, the only thing you’ll have to worry about is enjoying the ride.