Review Time
I had a terrible experience where I was pressured into accepting additional insurance despite explicitly stating I didn't want it. When I reached out for help afterward, they refused to assist me, claiming I had signed the agreement. As a young driver, I unexpectedly incurred an additional £300 charge, leading to a financial strain. I strongly advise against using this company to avoid similar issues.
Worst service ever. Book car for Saturday between 12 qnd 1.30pm coming and its closed . Customer service its descusting also. Dont hawe any call from them to ask what time I will come.better to overpay abit more then use eropcar. Avoid att all cost will save you money and time.
Appalling experience...... I booked and pre-paid online for a manual car 5 seater as I struggle with automatics, and from previous experience of not been given a manual at the size and rate I paid for in advance, I called them to check. I was disgusted to hear that what you request and pay for is not guaranteed. Most of their fleet are Ford Pumas or Automatics I was told and I would probably get a Ford Puma again. I was told previously this model is a downgrade from what I paid for!! I do not find this model comfortable and explained this but it is not guaranteed I wouldn't get that model again. I asked to cancel and they said fine but failed to mention I would lose all my money as in the T&Cs.... I am disgusted. Won't be using them again. Please check before you book as what you think you're paying for you might not get and read the T&Cs..... there is no recourse or empathy so I will be avoiding this company at all costs. Not a company that makes it easy for their customers. It's stressful and unpredictable. Do better!
If I could provide a minus rating I would. After hiring a car for 28 days we went to our nearest branch Stansted in a taxi to be told we’d need a flight number to collect the car (doesn’t state this online).We rearranged another collection the following day at Enfield and my wife had to go by cab again with my kids in tow as they wouldn’t deliver as it’s not in policy.Upon collecting the car having been met with rude staff she began to drive home (a 30 minute trip). 20 mins in and the engine started smoking and literally blew up. She had to stand on the side of a busy a road with an 18month old and 4 year old for an hour until the AA came and was obviously really shook up.When they arrived they confirmed the car should never have been released and wasn’t fit to drive. 3 hours later Europcar Enfield called her ‘we’ve got another car for you to come back and collect’… No sorry, no how are you? Nothing… So I contacted the branch and was met with the manager Kay, obviously angry I’ve asked why he wouldn’t be asking my wife if she and the kids are okay, his response ‘yeah my bad’ like I’m his mate… To ‘help us out’ he offered to drop the car off the following day - I thought this wasn’t possible and out of policy?? We were assured when we hand the car back they’ll look into compensation… When the time came to hand back we originally got ‘your not entitled to anything’, after an hour on the phone to customer service I ended up with £19 back for the one missed days rental… again, no sorry, no apology, nothing.Horrendous, will be reporting wherever I can to raise awareness how pathetic of a company they are from staff, customer service, policy, anything they lay their hands on!!
am beyond furious. My entire weekend trip and planned date to Cardiff were cancelled due to a sequence of failures at Europcar Manchester Airport, proving a total breakdown of logistics, customer service, and policy communication.Booking: Automatic Car Rental, Nov 28–30.1. Pre-Pickup Failure & Employee MisconductThe issues started long before the policy dispute:Logistics Failure: I waited at Manchester Airport for the shuttle bus to the Car Rental Village, but it never turned up. I wasted significant time and effort trying to get to the branch.Communication Breakdown: I called the number they provided multiple times. Nobody answered, and I couldn't find helpful information online.Witnessed Neglect: When I finally arrived at the branch, I witnessed two employees holding phones to their ears with the automated messaging clearly audible, deliberately not speaking to the callers. Another staff member was simply sitting idle. They were actively ignoring customers waiting for assistance.2. The Final Policy TrapDespite all this, I tried to proceed with my pre-paid booking. That's when the final policy rigidity ruined everything:I was pressured to buy the extremely expensive Zero Excess insurance. When I declined, the employee rigidly enforced a policy barrier.I had paid for the rental online with a debit card. The employee then refused to accept the credit card I presented for the security deposit, insisting both transactions had to be processed via the same credit card.This poorly communicated and rigid "same card" rule, coupled with the previous refusal of the upsell, led to the immediate cancellation of my pre-paid car.Conclusion: Compensation RequiredThis was a systemic failure. The staff's witnessed misconduct, the broken logistics, and the failure to communicate critical deposit policies ruined my entire weekend. My pre-booked hotel in Caerphilly (£56) was wasted, and the planned trip and date were cancelled.I acknowledge the refund for the rental fee has been processed, but I will be pursuing further compensation for the wasted time, financial loss, and severe emotional distress caused by your incompetent operation.I strongly advise others to avoid this branch and confirm all obscure payment policies before booking.
If I could give zero stars, I would — and it still wouldn’t reflect how catastrophically bad this company is.The level of customer service is astonishingly diabolical. We have now wasted eight hours of our lives attempting to contact two branches, only for each call to cut off after 15 minutes with the same useless message: “Call back later.”We were told we couldn’t extend our hire through head office because the car supposedly needed a service — despite no service light, warning, or message appearing on the vehicle. Instead, we were told the King’s Cross branch needed to confirm the extension. Except head office themselves admitted they couldn’t get through to that branch either, despite multiple attempts.Across six calls to head office and two emails (sent by head office directly to King’s Cross), we still have received NO response, NO assistance, and certainly no meaningful communication from anyone remotely competent.When we explained we had a family emergency and urgently needed to extend the rental, we asked for a customer service manager. We were told no manager was available — anywhere. Not in the department, not in the building, apparently not on planet Earth. I insisted I would hold, was placed on hold for 38 minutes, and then unceremoniously disconnected.Meanwhile, our mum has been admitted to hospital with a serious, l condition, and instead of being with her, we have been forced to sit on hold for hours because this company is utterly incapable of basic communication.I genuinely have no words strong enough to convey how infuriating, obstructive, and incompetent this experience has been.You cannot contact a branch of this company. You cannot rely on them. They are an operational shambles. I now remember why I previously swore never to use them again — that time they accepted a booking, took the payment, and then casually informed me there were no cars available when I arrived.Unfortunately, my sister booked this car before I could warn her.If you have any alternative, take it. You cannot trust this company to deliver a car, provide support, or even pick up the phone. If something goes wrong, you will be on your own.
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.
Today my wife and I received a replacement car from Europcar. Our car was hit in a road accident and taken away for repairs and our insurance company decided on Europcar to get a replacement car. They have brought the car to us today, 26/11/2025, Wednesday at 11:55 am, in a rather disgusting state. The front passenger door arch was covered in some kind of vomit and the smell was disgusting. Also, the handing over procedure was not what you would expect from a good company like Europcar you might think. The lady who took the car handed my wife the key and, with no inspection, left, saying that we didn't need to worry about it and check it ourselves. When we checked the car inside, to our surprise, the car was not clean inside and, on top of it, the disgusting state of the passenger door with vomit. Despite receiving messages that the car was undergoing a preparation by the valeting team for the handover at 10:16 am.The car also didn't have flour mats, which I found very bizarre.I called Europcar and had an unpleasant response from the person over the phone that there is not a lot they can do about it, and they claimed that it was our fault, and they didn't know what we were doing with the car, insinuating that the filthy car was our doing. I had to call our insurance company to call Europcar to sort this out. A very poor customer service on Europcar site and a very unpleasant experience and this is only the beginning of the rental. I am afraid of how they will treat us when the rental is over.
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