I recently made a booking using Europcar and would implore that they are avoided.I reserved a vehicle on 25th November for collection from the Inverness branch on 16th December. Payment was taken in advance upon reservation. Upon arriving at the airport at 9pm on 16th December, the keys were not released to me. No reason was provided. I was handed a piece of paper with an email address to find out further information. I was then stranded at the airport with no way to reach my destination. The airport eventually closed and I had to wait outside for a ride to my destination as my presence in the airport was not allowing the airport staff to leave and I did not wish to delay their arriving home safe. Europcar didn’t have a similar concern as I was left outside in the rain, in the Scottish Highlands, at 10pm. Surely 22 days is ample time between the reservation being made and my collecting the car to prevent this from happening?The following day I sent an email to the email address I was provided to inquire further. The email was re-directed to the branch. I found this odd, as why would the branch instruct me to email the address provided if that email address was going to re-direct me back to the branch? Regardless, I waited a further day for contact. No contact was received. I then began to get concerned as they had already taken payment and my booking was live on the app and I had not received a refund. I proceeded to call Europcar on three occasions. On each occasion the advisor tried their best, but due to company policy being flawed, they were unable to advise me regarding my refund or the booking. Each advisor referred me back to the branch. I would recommend they listen back to the call logs in this instance as all three advisors agreed that the situation was a mess.The branch did not contact me as promised, so I returned to the branch. No further information was provided and I was once again referred back to head office.This has been a horrendous ordeal. Europcar need to consider the appalling customer experience that is delivered. Note I am a repeat customer, having rented cars on three occasions using Europcar, and was still treated terribly.Do not use. There are other rental companies that will take your custom and deliver what is promised.EDIT: in response to the canned response left by Europcar, I contacted using the link provided and have not received any response. An urgent issue treated without consideration on their end…
Claim your business profile now and gain access to all features and respond to customer reviews.
Europe's #1 car hire company, offering great prices, great deals and great service. With a large fleet of luxury, fun and standard cars and a wide range of vans, you're sure to get the vehicle that meets your every need. Book direct for our best price guaranteed.