Post updated at end of this following the Europcar response below:After a 3 hour delay to our flight into London Stansted last night we were told our pre booked and pre paid for car class was no longer available. We were offered a smaller class car at the original cost or a larger premium car at extra cost which is a lesser service than I have received at other car rental companies, but not the cause of this low review. To justify our car not being available, the staff member presented a rule about booking only being held for 1 hour, which we cannot locate in the T&Cs from our booking agent or Europcar’s own. Note for anyone with a booking already, in reading some FAQ pages there is the recommendation to add flight number (which we had not as we had not trawled through all the FAQs). So recommend anyone reading this to make sure flight details are submitted. But surely this should be front and centre in booking process and also the T&Cs? However our experience continued to worsen as on leaving the yard we saw the type of car we booked being given to people after us in the queue by the same member of staff who had just served us. They had also had flight delays and had been told their booked car (again a larger one) was not available despite their being several others in the yard. They were also offered an upgrade to a premium car. Numerous other people in the queue (we were waiting 45mins) also seemed to have issues.So it appears as though Europcar Stansted are giving people the run around claiming car are rebooked but are just chasing upgrade fees.The smaller vehicle does not fit our family and luggage so we have to make further arrangements. It is a sour experience on arrival in the UK for a holiday.We have contacted Europcar through their website and will update this post when a response is provided. - - - - - - - -Additional comment following the Europcar response below. As per the paragraph above I have already contacted you which was using the same link as you have provided below. I look forward to your response quicker that the 7 days suggested in the automated website response we received.
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