Drivalia UK - LONDON HEATHROW AIRPORT Reviews 

Drivalia claims refuse to respond to my emails about getting a final repair invoice for the damage to my rental car. I am then advised to lodge a complaint which just goes to the Branch Manager who says it's nothing to do with us so contact Drivalia claims! It's been over 10 weeks now & I've already spent hours on this which is ridiculous!!

Update -
Now coincidently within a few hours of lodging this complaint I finally receive the final repair invoice with not even an apology for the delay. Invoice was dated 23.6.26 so they finally send it after 11 weeks despite multiple requests to various Drivalia departments over the past 3 months which apart from costing me about $50 in lost interest has been the most frustrating & stressful dealing by far that I have ever had with any company in my over 60 years.

And for what Drivalia have put me through (there is also more incompetence I haven't reported here) they should be offering me at least a few hundred dollars compensation I believe.

Sanj and Raj were amazing! Very quick check in
Thanks !

Sanj handled our requirements professionally. It was a pleasant experience all round.

Sanj was amazing. Talked us through the whole process with patience.

Very disappointing experience. We arrived before our 10:00 AM booked pick-up time but waited nearly three hours due to poor organisation, long queues, inadequate staffing and a lack of communication. We finally received the keys at 12:58 PM, only to discover we had been given an automatic car instead of the booked manual vehicle. As I cannot drive an automatic, we had to wait again until 1:15 PM for the correct car. This completely disrupted the first day of our holiday. Poor service and very frustrating experience. I would not recommend.

As professional and courteous as always. Really helpful and polite. Big thank you to Sanj and Aleenar, they’re incredibly helpful.

Drivalia UK Branch - I must bring the following severe failures to the management's attention:
The Heathrow facility was in a state of absolute administrative chaos. Rather than staging and preparing the fleet proactively, vehicles were being valeted on an ad-hoc, reactive basis while a protracted queue of distressed patrons accumulated. My vehicle was left idling in a designated bay for upwards of thirty minutes post-cleaning until I was forced to personally intervene to demand a status update. Furthermore, the public waiting area was structurally unkempt and unhygienic.
It is critical to note that this was not an isolated incident or a subjective grievance. During my two-hour ordeal, there was not a single customer who left the premises satisfied. The facility experienced a wholesale collapse of front-line service delivery, resulting in uniform distress, audible complaints, and visible exasperation from every single patron present in that window.
When the vehicle was finally relinquished to my custody at 23:01, it was entirely ill-equipped for my scheduled itinerary. The fuel gauge indicated a critical remaining range of merely 35 miles for a planned 400-mile journey. Exposing a client to the vulnerabilities of the highway at night with a depleted tank constitutes an egregious safety and convenience deficit. Conversely, upon the conclusion of my rental, I returned the asset in pristine condition with a remaining range of 105 miles safeguarding your team from immediate refueling tasks, an act of goodwill that passed entirely unacknowledged.
Of the gravest concern was the explicit exposure of sensitive consumer data. While waiting in the facility, I observed a paper clipboard list containing clients' full names, left completely unredacted and exposed to public view. This represents a flagrant, actionable breach of the UK General Data Protection Regulation (GDPR) core principles regarding data minimisation, confidentiality, and integrity.
Upon the return of the vehicle, your branch personnel rigidly insisted on enforcing a £36 mileage surcharge due to the journey exceeding the standard daily allocation. Let me be entirely unequivocal: I have no intention of begging your organization to waive a paltry £36 fee. The monetary value is wholly inconsequential to me. What leaves me utterly appalled is the unmitigated audacity and complete lack of professional shame exhibited by your local management. That a company could comprehensively fail to honor its core contractual collection time, yet possess the face and courage to penalize a loyal client over a minor, paper-based boundary is commercially reprehensible. Enforcing a punitive fine under these catastrophic service conditions demonstrates a stunning deficit of commercial conscience and dignity. I explicitly refused to sign the closing documentation on-site to formally preserve this dispute.
Given my long-standing loyalty to Drivalia globally, I am deeply disheartened by this introduction to your domestic operations. Fundamental service level agreements and statutory obligations under data protection legislation were summarily discarded.

We had a terrible experience renting a car from Drivalia Heathrow. We ordered a car for pickup at 10am. We arrived at 9.50 and there was about 50 people waiting ahead of us. Some said they had been there since 8am. We were told to put our name on a list and wait. There was one woman serving. We waited for about an hour and a half and only about 5 or 6 people were served in that time. There also didn't appear to be enough cars in the yard for the people who were ahead of us in the queue. At this stage we gave up. We told the woman on the counter we intended to cancel our booking and would apply to have the money we had prepaid returned. She said that would be fine. We have not had any luck getting a refund from Drivalia and we are significantly out of pocket for taxis and last minute train fares we had to pay because they didn't provide a car. Avoid at all costs!

Easy booking - Pass was very efficient and friendly. Also Hand over team were good as well. Rent prices good .... I will be back soon . Thanks Robert Patterson.

I’ve never experienced anything quite like this. Even in developing countries the delay isn’t this bad. You are greeted in a room full of people waiting for their car collection. No order on who is next or wait times. Only one person from Drivalia, behind the desk. I had to wait almost 2 hours to get seen. Then a further 30 minutes to collect the car. Don’t make plans following the collection time for a few hours at a minimum. And then just a blank, sorry. If you go to any of the other car companies, you are seen within 30 minutes and are leaving shortly after. Honestly, the process for collection is so poor.

They are legit - Sanj, Kash and Abdullah have been very helpful in providing us with sufficient information about rental cars. They were very kind and patient. We have had many stressful experience and I am happy to say that this process was very smooth. When we lost hope, they were there!

Very trustworthy and stress-free experience. Highly recommended. Especially mr. Sanj was very helpful. Hassle-free process and full disclosure of all charges.

Sanjev omar has a perfect customer service

THE ABSOLUTE SCUM OF THE EARTH CROOKS AND THIEVES WHO WILL SCAM YOU OUT OF MONEY YOU DONT HAVE AND CON AND STEAL FROM YOU AND SMILE WHILE THEY SCAM YOUR CREDIT CARD AND WILL CONTINUE TO SCAM YOUR CARD UNTIL YOU BLOCK THE CARD. THESE PEOPLE ARE CRIMINALS

Mr. Kashif was a lovely man. Hospitable, easy going and quick service provider. I've been to drivalia a few times but this was my best experience by far!

Mr. Abdullah has been a very kind and caring gentlemen. He saw me waiting for my car and rushed to serve me straight away

Alina and sanj , raj and kash are very helpful alwys give great customer service, alina is really amazing 🤩

Kash was great

I had a fully prepaid reservation, but on arrival I was told the vehicle category I had already paid for was unavailable. Rather than honouring my booking, I was told the only way to leave with a car was to pay extra for an "upgrade" I never asked for and did not want. This was not a choice, it was presented as pay more or walk away without a vehicle.
To make matters worse, the staff member asked other customers to leave the room so he could speak to me alone. I was pressured into paying the additional charge, with a prepaid reservation, and no genuine alternative offered. It felt intimidating and manipulative, and completely inappropriate.
Despite the extra payment being forced on me, the rental was still processed under my original reservation reference, as though nothing out of the ordinary had happened.
I have since raised a formal complaint and requested a full reimbursement of the additional charge. No customer should be isolated from others and pressured into paying more for something they already paid for in full. This is not how a prepaid reservation should ever be handled.
I would strongly caution anyone considering Drivalia Heathrow to be prepared for this kind of pressure tactic at the counter.