Free upgrade to an A4 Avant

Very, very dissatisfied with Europcar. On the day of pickup, they didn't inform us in advance that the store would be closed. When we arrived, we found out there were no staff working that day. After negotiating with the rental car customer service, there was no solution. I also tried contacting the airport pickup point myself but couldn't get through. After asking other rental company staff, we finally found the only place in Munich where we could pick up the car. We waited in line for over an hour, only to be told by a very unfriendly staff member that they didn't have the model I reserved. When I asked if they could contact the airport pickup point to check if it was open, they refused. In the end, I decided to go to the airport with a try-my-luck attitude. When I arrived, I found the store was indeed open, but no one had answered the phone earlier. By then, it was 4 hours past my original pickup time, and my reserved model was no longer available, so I was forced to upgrade. Although the rental car customer service said they would cover the difference, this pickup experience was terrible and made the elderly in my family very tired, greatly affecting our trip. I will never rent from Europcar again!

It's alright

The staff were very nice.

The drop off email could describe more specific . No postal code. And the first instruction about the drop off location is wrong. The way to return the car is different between the real way. The letter says “put the key to the key box of the branch in the Frankfurt station”. Instead I return the key to the staff on the parking lot.

Thanks for your assistant on line.That’s really helpful on time to deal with all of my questions about the rent car.