Europcar Reviews 9

Vehicle was new and clean. Pickup and return was easy and smooth. HOWEVER customer service when we experienced a problem was appalling. Every number used ended up at the dame call centre who was unable to do anything other than provide an email. Our car was out of action for over 2 days while we attempted to get hold of anyone to assist. Eventually managed to get someone at the pick-up place who then did help. They were very good. What is the point of providing emergency contact numbers that go to a call centre with people NOT empowered to provide any service

I provided Europcar with flight number and also phoned them from plane to advise that I will be delayed and that they should wait for me but despite me informing and discussing this with them they decided to close to rental car desk at 23:30 and when I got there at 23:50 the shutters were already down and nobody was there. Some other rental car companies were still open and operating as normal. I had to pay €220 for one night hotel stay to pick up the rental car the next morning.

If you want a rental car company with excellent customer service, then Europcar is not for you.

I will not be using Europcar at Vienna Airport again.

Refused to provide the car that was already paid for. This was without any kind of refund. The reason given was that it was due to a small difference between names noted in passport and debit card.
The megadrive / buchbinder office next door had no issue with renting me a car. So clearly it was not a legal thing.
Save yourselves the trouble and go elsewhere.

They refused to hand over the already paid car once I arrived to the Vienna airport. They almost ruined my business trip. Luckily Sixt across the hall rented me car with no issues.

I had a deeply frustrating experience with Europcar recently. I received an email stating that there was a traffic violation and that I was being charged an administrative fee of 40 euros. The document they sent was entirely in German, which I do not speak. I requested the information in English, but there was a significant delay in receiving any response.

Eventually, I was informed that there was no confirmed fine and that the government would decide if a traffic violation occurred. I was confused as to why I was being charged a 40-euro administrative fee if the violation had not been decided yet. I even mentioned that I would be willing to pay the fee if I had a clear understanding of what I was being charged for. However, there was no response for weeks.

Then, unexpectedly, Europcar charged me approximately 200 euros (depending on the exchange rate) without any prior clarification. I immediately emailed asking for further details and was informed that my case would be referred to their customer service department. To this day, I have yet to receive any response.

This entire process, has been slow, unclear, and highly unsatisfactory. Europcar’s lack of transparency and delay in addressing the issue has made this an incredibly frustrating experience.

This is less of the car reservation itself, which went as planned, and more of a situation that was handled superbly by a member of your team.

When I was waiting outside the Europcar booth, an older couple were speaking to the woman who was working at Europcar Salzburg Airport.

The woman, Oezge (I did not ask for her surname), was calmly handling the situation, despite the couple raising their voice and becoming vocal in their complaint at not having the entire reservation detail to show her.
She kept her patience and professionalism and worked through the system to help them in the best way possible, helping through until the end when they left satisfied.

When it came to me, she gave us the keys and we went ahead as planned. Unfortunately, at the bend when you leave the airport, the tire hit the kerb and blew out, causing us to roll around back to the airport and into Mercedes-Benz services, (nearby).

I decided to ring help for Europcar when I was stuck between multiple phone calls of various members of staff, which had resolved to not helping in the end and I nearly had to be charged extra money for replacement when I was covered. Unfortunately without specific numbers in the vehicle, they were unable to help further, nor did they want to work around that to help us. So I walked back to Europcar myself.

When I walked back to Europcar (it was a walkable distance), she was on a short break outside when she asked me if I was alright. When I explained what had happened she immediately finished her break (despite me asking she did not have to) and returned back to the Europcar booth to open up and help with the situation.

She provided a new car, explained fully beforehand that the new car did not have SatNav or Radio, but I accepted this and signed the new car.
She offered to give me the key or drive me back to the Mercedes, which I accepted the latter. Oezge calmly drove back and reassured my wife and I that it was no problem and sometimes these things occur, and that after she took pictures of the damaged wheel, we should continue on with the new car.

Upon return, she asked how was our trip and was very patient and polite in signing off the car.

All in all, although the services and repair team on Europcar were not very helpful despite their efforts, I find Oezge's efforts to be beyond helpful and went out of her way to ensure things went as smoothly. I recommend that Oezge be given some great renumeration on her handling of the situation, and also the patient handling of the loud customers before us as well.

(She has mentioned that she wants to go to study either medicine or international business management, and I think from her handling of the situation she would be great in either of these fields, so please make sure you at Europcar ensure she, and your whole team, is well renumerated and awarded for their hard work and efforts).