Europcar's woeful policy

9 replies

BigH

Virgin Australia - Velocity Rewards

Member since 24 Dec 2012

Total posts 29

Hi

We recently prepaid 2 months ahead for a 330i for 2 nights for pickup at ADL. Thought we'd splurge a bit and see how the car drives. When we arrived at the pickup, we were told the last renter had crashed it and we need to choose something else. There was a 220i there and we said we'd give it a go. The 330i was a kilometer limited hire and about $50 more expensive than the unlimited kilometer 220i. The operator said we'd be able to get a refund after the hire.

More than 2 weeks after lodging a case online, they turn around and said the cars were "extremely close" and as such, no refund was forthcoming.

Is this the way business is done these days? The Privilege Loyalty Program also doesn't mean anything.

Has anyone else encountered this?

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 238

I gave up on Europcar years ago. They never had the car I'd booked, always saying I'd been "upgraded" to a better car when that car turned out to be far from "similar" never mind better. BigH was lucky to be given a reason, true or not. I'd say good luck with the online cask, it's remarkable how a verbal "you'll get a refund" turns into "we have no record of such an offer".

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 238

Online case...

GBRGB

Qantas - Qantas Frequent Flyer

Member since 21 Jan 2014

Total posts 280

Likewise I will never hire again through Europcar, same story a few years ago, arrived to find my full family car ( 5 adults) was now an I30, same garbage about claiming the difference back at the end, didn’t bother, just will never use them again.

mern2001

Qantas - P1 Qantas Frequent Flyer

Member since 10 Apr 2013

Total posts 93

I feel the need to chime in as well - as I have a huge axe to grind with Europcar. I rented a car with some pre-existing slight scuffs on the paintwork. They charged me for the damage. Only after taking legal action did they return the funds to me. I never rent anything from Europcar and would never let a friend do so.

BigH

Virgin Australia - Velocity Rewards

Member since 24 Dec 2012

Total posts 29

Wow, I'm not alone in this case with Europcar. I choose them as my car rental company many many years ago because they were someone that VA "partnered" with. Perhaps if Virgin had known what sort of treatment Europcar subject their customers to and how they redefine English, they would not have "partnered" with them... perhaps. I'm going to give them 2 more days to respond and then take it to the CAV.

Grannular

Member since 31 Mar 2014

Total posts 246

Originally Posted by mern2001

I feel the need to chime in as well - as I have a huge axe to grind with Europcar. I rented a car with some pre-existing slight scuffs on the paintwork. They charged me for the damage. Only after taking legal action did they return the funds to me. I never rent anything from Europcar and would never let a friend do so.

I had a similar experience and money returned via credit card charge back. Never considered them as an option again.

BigH

Virgin Australia - Velocity Rewards

Member since 24 Dec 2012

Total posts 29

Well, the ending of this issue is near with Europcar replying to me be reiterating that (effectively) a premium car with unlimited kilometers and costs less to hire IS IN THE SAME CATEGORY as a premium car with LIMITED 100KM PER DAY and costs more. Unbelievable!

GoRobin

Member since 07 May 2020

Total posts 113

Actually I'm in a months rental from Europcar in the UK at this time. I also did a 2 month rental earlier this year. I find them great and would have no problem using them again. I understand that Europcar leases cars for 6-12 months for their rental fleet so what they have in stock varies month by month. And with all the problems with buying cars in Europe sometimes they have to lease what is available. 3 months ago I tried to buy a new VW in Germany and there was a 12 month lead time. The covid plague period and lockdowns supported by the people basically closed down car rental companies for an extended period of time. And now those same people expect that everything should just now return to normal pre plague times. There is certainly an arrogance by some. All businesses in the travel and leisure industry were hit hard by citizen supported lockdowns. So it is really no surprise that prices are up and supply options are more limited. And wait until you see the rental car prices and options available in a couple of months when high interest rates kick in.

Last editedby GoRobin at Oct 28, 2022, 01:42 AM.

BigH

Virgin Australia - Velocity Rewards

Member since 24 Dec 2012

Total posts 29

Originally Posted by GoRobin

Actually I'm in a months rental from Europcar in the UK at this time. I also did a 2 month rental earlier this year. I find them great and would have no problem using them again. I understand that Europcar leases cars for 6-12 months for their rental fleet so what they have in stock varies month by month. And with all the problems with buying cars in Europe sometimes they have to lease what is available. 3 months ago I tried to buy a new VW in Germany and there was a 12 month lead time. The covid plague period and lockdowns supported by the people basically closed down car rental companies for an extended period of time. And now those same people expect that everything should just now return to normal pre plague times. There is certainly an arrogance by some. All businesses in the travel and leisure industry were hit hard by citizen supported lockdowns. So it is really no surprise that prices are up and supply options are more limited. And wait until you see the rental car prices and options available in a couple of months when high interest rates kick in.

Last editedby GoRobin at Oct 28, 2022, 01:42 AM.
Yes, things are potentially tough for companies that have not pivoted or taken on the new normal and adapted (given we are in the 3rd year since the start of the pandemic) but this case is really clear. Surely the easiest thing to do is to issue a credit for a measly $50 so I go back to them and spend more money WITH THEM instead of isolating me from them!

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