Review Time
I was told I only needed my driving licence but after walking for 1 hour to collect vehicle was told I needed passport also.I had phoned the day before and was told, even though my licence was old style it was all I needed. I had a busy pass with photo id but they wouldn't even consider this. Disgusted
Avoid Europcar unless you want to be stitched up after doing the right thing.I hired a car from Europcar Inverness and reported unlisted damage on the same day I collected the vehicle, within their 24-hour grace period. I physically went to their return hut, pointed out the damage to a staff member, and was told it “didn’t matter” because it didn’t affect the paintwork. No paperwork was amended, and I followed their instructions in good faith.Weeks later, I’m being charged for that exact damage — the one I clearly reported. Europcar now claims there’s no record of my report, despite it being made in person, and is proceeding with the damage charge anyway.This feels like a scam, plain and simple. They ignore attempts to follow their own procedures, then turn around and pin the blame on the customer. Disgraceful behaviour from a company that clearly puts profit over honesty.
If I could give less than 1 star I would. Europcar operate a 'scam' service. I was flying from Australia to London Heathrow and decided to hire a car from Europcar during the Doha lay over. I selected the car to be picked up at the airport, filled in all the necessary and selected to pay upfront. The process went through up to my bank where it came back with 'there was an error with your bank' (Scam 1)I found this odd as there were no issues. I tried a different credit card in case - same response. I tried calling Europcar, no answer. I decided to back myself up by selecting a 2nd rental from SIXT but to pay at the airport. Within seconds I received a SIXT confirmation of booking.We arrived at Heathrow on Sunday 23rd March at around 5pm and decided to first go to Europcar as we had in the interim received an email stating 'YOUR CAR IS WAITING FOR YOU' (SCAM 2), and we had made a payment and if it had gone through whilst we were in flight, we didn't want to pay twice. But we couldn't find Europcar. We asked SIXT desk and they said it is a shuttle SERVICE (Scam3). We went back to where the shuttle was supposed to be with 2 trolleys of suitcases. No signage. Went to ask again and told it is lane 3. Pushed the trolleys to lane 3 only to find it was not there. Asked again and directed me back to the first point. We waited 20m for a shuttle and a 20m drive to the EUROPCAR satellite office where there was another wait to be served of 15m. By this time it was now 8pm. I got to the front desk eventually, pulled up my email and the Europcar agent says 'you didn't finish your booking?'. I said I did and showed him the email stating 'your car is waiting'. He said that the booking was not confirmed, and the error message showed that. I asked why if the car wasn't available didn't they show this online and how was a customer to know that an error message for payment meant the vehicle wasn't available? He responded with that he could do the booking manually but there would be a price difference (Scam4). On the app it showed a 30GBP difference between online and at airport booking. We were tired and frustrated so said ok to the difference if it was small. We had booked an Electric JEEP for the week at a cost of 284GBP. The guy came back and said it was now 722GBP. I told him that was unacceptable. He said that due to the fire, all cars were booked out and no other rental company would have a car. It was now nearing 9pm, we had to be at a hotel 2hours drive from Heathrow and I think this is Europcar's plan (Scam 5). We refused to pay the price which was almost 3x that of the original booking and seeing we were not buying this scam, he said he could give a discount and we could get it for 520 GBP. The online at airport booking was 309GBP so he was trying his luck with the higher amounts. We refused and asked them to take us back to the airport.On arrival I went directly to the SIXT desk, was helped by a fantastic and knowledgeable lady and within 10m we had the car which we had selected, at the price we selected. Europcar you could learn a lot from SIXT.We are frequent travellers and will NEVER RENT FROM EUROPCAR again as they deliberately show cars online that they use to lure customers and then when the travellers are tired take advantage and try to scam by tripling the cost of the vehicle. You should be ashamed of yourself Europcar.
After renting with enterprise for 4 weeks and experiencing nothing but absolutely stellar customer service and satisfaction. I was unfortunately introduced to Europcar “the uk’s number one mobility solution” (completely mind boggling that they are number one in anything remotely positive actually. The email that they sent me contained the wrong link and map to their current address which then meant I took an Uber to the wrong destination (provided by them) which meant I was Unable to collect my rental. I tried to get through to customer services (generic one as it was after hours) where again they were so unhelpful and impolite , not even considering that I could be frustrated or stressed due to their own incompetencies. I then woke up on Saturday and made my first call to customer services by 8:53am in an attempt to be put through to the Dartford branch…. This was actually impossible to do as the branch did not once answer their phone throughout the course of that morning , despite the customer service team supposedly emailing them about my issue. I then arrived at the branch after calling multiple times with no response , only to be greeted with “we don’t have any cars” erm… I hadn’t even had the opportunity to explain , to which I responded that I had been calling all morning and been instructed to come straight to the branch to which she huffed and started typing away on her monitor. I was then told I could only rent a small corsa like car though I had booked for a compact (slightly bigger) and when I asked if that would be deducted from the price I paid she responded “no it remains the same price”…. Slightly bizarre seeing as it’s two different sizes. I accepted as I was already at my wits end. 5 minutes passed and I was told that they would not be able to rent to me due to not passing a credit check….. surely the check should happen at the time of booking or even if that’s too difficult how about at the online check in stage which I had done already. These conglomerates think they can do what they please to individual customers with no repercussions but believe me I am going to shout on every possible rooftop about this diabolical experience.
Absolutely useless company. Staff are incompentent and seem to be computer illiterate. Not only did they take FIVE FULL days to arrange a replacement car for me, they had just over 2 weeks to prepare, it took me an hour to speak to someone to arrange collection of the car and only then do I find out the car I have, registration given to them, was NOT in my name, Obviously I don't know whose name it's in but the clown I spoke to didn't have it in my name. Is this why I had to wait 5 days for a car? people can't hand their cars back in quick fashion.Add to this a dodgy phone call I received regarding the accident the car was in, no not one of those run of the mill scam calls, this one had my name etc, I am now absolutely convinced that Europcar passed my details on to a crappy personal injury place.Only 3 companies knew the car was in an incident and out of the 3 of them only one is the likely candidate. Wouldn't use them if I had a choice. Wish I could give them zero they don't deserve 1 star. 24/03/2025 this is my response to them replying to my review. I had already contacted your company and got a hollow worthless response from that, so no I won't be contacting you again. I've now had the car 2 days beyond me trying to return it and no idea if they'll actually coming today. I'd wager the depot that is supposed to collect it knows nothing about it as your customer service clowns are worthless and when I was on call it sounded like they were struggling to use their computers. again, I will never use Europcar by choice.
We do the reservation online to return the car after working hours, then when you go to pick up they charge you extra £20. Why this cost was not highlighted in the reservation, as they knew it was after hours service?Doesn't make any sense and will not recommend.
This is the second time I've had the absolute nightmare in dealing with this two bit company. Motability sorted out a hire car on Friday the 19th March 2025, a hybrid MG which was such a good, safe car that it was actually braking for me driving down the street, then low and behold a immediate warning light popped up. So I rang the AA and had a lovely non patronising mechanic come out, plug his machine in and said yeah you can't drive that. Even the machine doesn't know the error code which 9/10 is electrical fault so potential fire risk. Then they had the cheek to charge me £25.74 for fuel they used to deliver the car. The second MG they provided my husband was told my the gentleman to tell me that the car is 200horse power. What he doesn't realise is I'm very much a car female! Absolutely atrocious customer service and atrocious unsafe vehicles. Needs name changed to rent a wreck.
Hamilton Branch. Absolute scumbags. Lied on my paperwork and said I refused to sign. Then been hit with invoices I have refused to pay and now threatened with legal fees.I have not started legal proceedings against europcar for fraud and harassment. All for hiring a car.Not worth the hassle. From reading reviews I can see that it's not the first time the Hamilton branch manager has lied and caused customer issues. This person should be sacked. Use another company, europcar are am absolute joke
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