They pushed for insurance sales, didn't have the same car model so I had to upgrade, and I was charged twice for the one-way drop-off fee. Be cautious when making payments.
Overall satisfied, but you need to be discerning. It's an Indian-operated store that promotes additional insurance—just decline if you're not interested, and their attitude will remain professional. Here's an interesting detail: we initially booked a small SUV, but when the staff saw we had 3 pieces of luggage, they said the car we booked could only fit 2 pieces and asked us to pay an extra £30 per day. When I refused, they eventually said 'never mind' and upgraded us to a bigger model for free, likely because they didn't have the car we originally booked. In the end, we were quite happy—the rental and return process was quick and convenient. The shuttle bus to the pick-up location takes about 15-20 minutes.
When picking up the car, they kept trying to get us to upgrade and pushed extra insurance repeatedly, which we declined. They asked how many drivers we had, and I inquired if two drivers were possible. They said yes but didn’t mention the additional driver would cost over 190 pounds. We thought it was free! While promoting other services, they emphasized the charges, but they didn’t clarify this one. We only realized once back home that we were charged for it! Additionally, at pickup, they only told us the car's location and let us go find it ourselves without inspecting the car together. We discovered the car had visible scratches, so we took photos and videos ourselves and reported it to them afterward. During drop-off, their inspection was very thorough, and they pointed out the damage. Luckily, we showed them our photos and videos, and they conceded it wasn’t our fault. Glad we had been cautious about documenting it!
When I arrived at the store to pick up the car, they claimed they didn't have the car I booked. The original rental cost was 1485 yuan, but I was forced to pay 8400 yuan in order to get the car. This is absolutely outrageous!
I have rented cars abroad many times in Europe, but my experience with Europcar in London was exceptionally troublesome and disappointing. I strongly advise against choosing this company in London. From the very beginning, the car pickup staff try to sell insurance and make intimidating remarks, followed by complicated processes involving various fines, and ending with a series of email hassles related to returning the car. For such a large company, their London branch is full of pitfalls, fines, and inexplicable issues that will cause you significant trouble. The service and overall experience are extremely poor. Among all the car rental companies I have used many times, this one is by far the most frustrating and stressful. Renting a car is supposed to enhance convenience, especially when traveling abroad where there may already be language barriers, but this company will ensure you deal with endless issues during your trip. Choose wisely, and I strongly suggest avoiding this company in London.
The Europcar branch in London was relatively easy to find. The staff initially tried to upsell an upgraded vehicle model, but after I clearly declined, they still provided the original model. Overall, it was alright. The car had quite a few scratches, but during the return process, the staff inspected the vehicle very thoroughly.
I purchased the Super Peace of Mind insurance from Zuzuche. When picking up the car, I showed the order and the printed insurance certificate (which included English terms) to the rental company staff, but the employee insisted on pushing their insurance, using various excuses to delay the process. The pickup process took an hour and a half. In the past, my car rental experience abroad typically took only around 20 minutes. Initially, I booked an Audi A3, but the rental company staff claimed they didn't have this model. They suggested that if I purchased their expensive insurance, I could get a free upgrade to a Mercedes C. After I declined, they informed me that the equivalent car would be a Honda. Early in the morning, it was still dark when we got to the parking lot, and we found the car was actually a Hyundai Bayon. The rental price for this model at the company was about 70% of the Audi A3 price. Since our itinerary was already set, we reluctantly accepted the vehicle. This bait-and-switch behavior is truly reprehensible.
The return location provided by Zuzuche was incorrect. At the North Terminal, there was no staff present to accept the car. We had to take the airport train to the South Terminal counter to hand over the keys. Out of concern for potential disputes afterward, we requested the staff to inspect the car, but they were unwilling to go. Thankfully, there were no issues later.
EUROPCAR is extremely poor in terms of integrity and service. Be cautious to avoid issues when renting from them.
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