Review Time
I paid comprehensive insurance while overseas only to get to Europcar Heathrow and be told the car I had rented wasn't available and I had to pay extra insurance. I was given only two options either an upgrade where I had to pay more or an electric car which the guy by the counter said was a bad idea since I was going to drive outside of the UK. I asked why the car I had fully paid wasn't available but got no answer instead the guy would go and talk to his colleagues and then come back trying to make small talk. So after my 23 hour flight the only car available was an expensive upgrade. I was then billed and few days later got a refund then when I returned the car I was billed again.
We hired a car for 2 days from Europcar at Carcassonne Airport.On returning it, the check-in reviewer said there was a scratch underneath the front valance which was not on the pre-stated damage.This cannot even be seen from eye level or even parallel to the front valance so we could never have seen this when inspecting to verify before the hire.Their staff appear to be running sharp practice to maximise ‘damage costs’ and potentially to improve their bonuses.I would absolutely advise anyone taking one of their vehicles on hire to carefully inspect and video all around the immediate underside of the car to protect themselves.However, I’d much more specifically suggest that people rent from an alternative provider who does not operate on an ethically dubious manner.Update on Fri 24th Jan - DESPITE LEAVING TWO MESSAGES NOW FOR EUROPCAR ON THE LINK PROVIDED, THERE HAS BEEN NO ACTION OR RESPONSE SO FAR.IT APPEARS THAT THEIR RESPONSE WAS MERELY TO BE SEEN TO BE DOING SOMETHING RATHER THAN AN ACTUAL INTENT TO DO SOMETHING
I recently booked a van with Europcar for a 6:00 PM collection, but my experience was highly disappointing due to miscommunication and poor service.I called the branch Trafford Park to inform them I would be about 10 minutes late for the collection. Initially, I was told there would be an additional charge if the van was booked out after 6:00 PM, which I reluctantly agreed to. However, I was then informed that the system does not allow bookings after 6:00 PM, contradicting the earlier statement. This lack of clarity and inconsistency was incredibly frustrating.My booking was accepted for 6:00 PM, which should mean I can collect the van at that time. When I questioned why it was even possible to book for 6:00 PM if collection wasn't allowed, I was told that attempts had been made to contact me throughout the day and that my phone went to voicemail. This was completely false—my phone was on, operational, and I received no missed calls or voicemails. Being provided with such incorrect information only added to my disappointment.This was my first time using Europcar, and unfortunately, it has left a very poor impression. The repeated misinformation and lack of accountability suggest a lack of professionalism and integrity. If this is indicative of their standard practice, I find it deeply concerning.Overall, my experience with Europcar was unsatisfactory, and I am unlikely to use their services again unless significant improvements are made. I cannot recommend them based on this encounter.
Reserved car, pre-paid, went through their painful id process. I was then contacted to say that they had no cars available for 4 days. Refund process said that it might take 'up to 28 days' for £ to be returned. Dodgy or what? This was the Stoke-on-Trent branch. Also, requested their complaints process. Not received it yet.
My ex wife booked a hire car from the branch in Middlesbrough for collection at 1pm on Saturday. We arrived at 1:30 and the place was closed. No notification during booking process to say the place closed at 1pm. No calls from the branch to ask if she was still collecting the car. Went to branch first thing today and they had hired out the SUV she booked so could only collect a Fiat 500 this morning. No offer of refund for the two days lost or a reduction for hire of a smaller car. Branch basically said it was her fault for not collecting it at 1pm on Saturday. Terrible customer service.
So I booked my hire car online, paid everything in advance!When I went to pick up the car, I was told I failed the checks because I used my company card. They were unable to change the details and the phone number they gave me to call does not work and the staff at the Gloucester office don’t seem to know what they are doing!The customer service is absolutely terrible! , they don’t deserve 1 Star!!I will never go there again!
Was falsely charged two fees; one for a delay returning the car which was caused by Europcar taking TWO hours to return a call for extending the rental - a call that they said would be "within 15 minutes". Then they added on an extra day rental for 53 minutes late return when it was due to their own delay in calling me. I suspect the delay in call back was in order to force the delay and make the extra charge. Very suspicious.They then refused to remove that price with a customer service agent who presumably was provided by Little Britain.In addition, there was a hidden charge for a "premium" drop-off location, which was not in the original agreement or detailed at collection.I'll soon to be making my feelings clear to over five million users on social media.Avoid this misleading, fraudulent company which does not value customers and would rather charge for a 53-minute delay in which THEY caused. You should, though, perhaps also feel bad for Europcar because they are so desperate for money they insist on charging £25 incorrectly than settle this issue.* Edit: Europcar have responded to this review informing me to contact customer service. Which I have already done. And which they would already know if they had read my review. Further compounding their uselessness by proving they literally do not listen to what the customer has said.
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.
I have recently hired 3 cars from the Manchester airport branch - initially I arrived on New Year’s Eve to be told there were no cars available. Very quickly a young girl (I didn’t get her name) could see how important the car was to me and found me something. The last 2 times, Gabriel has dealt with me and provided great customer service. I have been very impressed With the service on all three occasions and would recommend Europcar to friends and family.
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