I am very disappointed with the service I received from Europcar regarding my replacement van. This situation is not the fault of the driver, but clearly a failure of company procedures and staff training.I was expecting a replacement van (Vauxhall Vivaro) arranged through my insurance claim. Instead of calling me, texting me, or confirming my identity, the Europcar driver handed the vehicle key to a complete stranger at Hope Street. I never received the key, and nobody contacted me to confirm the handover.When I called the claim management company, they checked the registration number and confirmed that the van I saw parked in the street was indeed my replacement vehicle — but the key had been given to someone else.I have now been waiting three days without access to the van I urgently need for work.This is a serious breach of basic procedure.A driver handing keys to a random person without verifying identity or contacting the customer shows that the staff are not properly trained or supervised.Again, I do not blame the driver personally — this is a company training and management issue. Europcar should ensure their employees are trained to:Contact the customer before arrivalVerify identity properlyNever hand keys to an unknown personConfirm the correct handover with a signature or photo proofThis experience caused me stress, delays, and loss of time.I hope Europcar reviews its procedures so this does not happen to anyone else.
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