No need to queue, very professional

Due to the language barrier, communication wasn't very smooth. We arrived more than half an hour early to pick up the car. During the pre-authorization, an extra day's rental fee was directly pre-authorized (originally 100 AUD, actually 182.07 AUD). We only realized this after the payment was processed. Upon inquiry, they said that 82.07 AUD is an extra day's rental fee, which would be refunded if we return the car within the allowed time (even if it's half an hour earlier). If we exceed the time, the fee would be deducted. It would have been more acceptable if we had been informed before the payment.

The wait time in the queue is often a problem.

My only problem was when I was booking - I put my flight details in as JQ631 - your computer program does not recognize the JQ for JetStar - it only needs the numbers - your computer program should be sensitive to this and be able to override it. I was stuck for several minutes trying to work out what was wrong.

Awesome service & people

Keep it up

Horrible! Rushed out upon arrival as didn't want the counter staff to wait too long. Keys were provided, told where to go and rental agreement signed. Was not shown to the car to perform checking of the car together. Just asked to take photos to protect myself. Upon finding the car, realized that car seat was not installed or even provided although I already remarked in my booking. Went back to the counter which was already closed and empty. Amazing that no one among the other car rental booths had the Europcar employees mobile number and no number was left pinned somewhere at the counter. Called the careline who made me wait so long on the line (I was on international roaming!), arguing with me (WHO WAS IN FRONT OF THE COUNTER) that the counter at Avalon should still be open and finally telling me they couldn't do anything. I needed to get another car seat from another Europcar branch the next day! A TODDLER TRAVELLING WITHOUT A CAR SEAT IN AUSTRALIA IS ILLEGAL!!!! Luckily for me, the staff at Hertz next door saved my day by obtaining a spare car seat for me! First and last time renting from Europcar.