Terrible Experience with Europcar UK – Misleading Practices and Unauthorised ChargesI had a deeply disappointing experience with Europcar UK during my recent car rental. I booked a car for my family trip from 20th December 2024 to 20th January 2025 and paid in full (GBP 1,639.81) upfront. However, the problems began as soon as I arrived at the Gatwick Airport North Terminal after a 30-hour flight from Brisbane.Despite explicitly informing the staff that I did not require additional insurance because I have Allianz Travel Insurance covering rental car excess, I was handed a document to sign under the pretense of providing a security deposit. Later, I discovered it was a completely new rental agreement with added charges for unwanted insurance and a so-called "free upgrade" to a Peugeot PG5008. The upgrade was presented as complimentary because the originally booked MG HS was unavailable, yet I was later charged for it.Upon returning the car at Heathrow Airport, I was unexpectedly charged GBP 20 for cleaning without prior disclosure. The staff claimed it was because the car floor required more than five minutes to clean. This charge was never mentioned in the rental agreement.After returning to Australia, I discovered an unauthorized charge of AUD 3,889.19 on my credit card, labeled as a second rental payment. I immediately contacted Europcar but received only an automated response. Despite multiple follow-ups, I was given no proper explanation or resolution.To make matters worse, I noticed additional unexplained charges of GBP 45 each on 12th and 13th February 2025. Again, these charges were processed without my consent and with no justification provided.This experience has highlighted Europcar's lack of transparency, misleading practices, and poor customer service. I strongly advise others to avoid Europcar if they want a stress-free and honest rental experience.
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