KEFLAVIK CAR RENTAL REVIEWS

Satisfied. Just a phone call upon arrival at the airport, and they came to pick us up. Reykjavik Airport is very small, so it's easy to get picked up.

Good service attitude, not far from the airport.

There was only us when picking up the car, but three groups when returning it, with only one staff member, so the wait was a bit long.

Very good attitude

We arrived less than an hour early to pick up the car. At first, they wanted to charge us for an extra day. After a long discussion and contacting the customer service of the rental platform, they finally agreed to let us pick up the car early for free. Additionally, they insisted we buy insurance. I told them I had already bought it back home, but they insisted on purchasing it again. After another lengthy discussion and contacting customer service again, they eventually allowed us not to buy the additional insurance. It was very frustrating!

The service attitude was good, and the wait in line was acceptable.

1. They didn't note the original scratches on the car in the contract when we picked it up. 2. When we returned the car, they claimed one of the scratches was our fault and demanded at least 1000 euros for repairs. 3. They forced us to sign a contract agreeing to pay for the repairs, otherwise they wouldn't let us leave. 4. Initially, they said they would deduct the repair cost from our 18,000 euro deposit, but when we signed the compensation contract, they had already transferred the entire deposit to the rental company's account. 5. When we presented photos taken at the time of pickup as evidence, they kept delaying, saying the responsible staff had already left for the day. Eventually, we encountered two French girls having the same issue and arguing. Only because of their pressure did the staff finally call the manager. It was clear they were stalling because they knew we had a flight to catch, showing a lack of respect towards Asians. Overall, this car rental company is terrible. Blacklisted forever.

There was an airport pickup, but QEEQ provided the wrong phone number.

Overall good

The wait was unbearable.

The order clearly stated that someone would pick us up at the airport and then take us to the rental office. We provided the number of people, flight number, and arrival time in the order. However, when we arrived, nobody was there to pick us up. FARA only showed up more than 15 minutes after I called them. The car they came in was very small, squeezing two children and two adults into the second row. At the FARA office, a Chinese-speaking staff member greeted us and immediately claimed that they had told Zuzuche (the booking agent) that we wanted a new model XC90. Now they had a ‘new car’ which required an extra fee (I had previously learned from Zuzuche that this fee would be 700-900 RMB per day). I opposed this and showed the photo from my order which was of a new XC90. The female employee then gave up, saying it was an issue for Zuzuche to handle. Finally, they took us to an old model XC90, claiming it was the new car. This behavior felt deceitful. If I had agreed to the extra fee, I would still have gotten this 'new' car. Later, the staff admitted they didn't have the new model XC90 at all.

You really need to communicate well with the rental company about the insurance issue. When picking up the car, they pushed for an additional insurance of 146 Euros. They said if you don't take this insurance, you have to leave a 2400 Euro deposit. It was really intimidating, and I couldn't reach you by phone.

The waiting time was acceptable, but the staff, taking advantage of the language barrier, gave us an old and problematic vehicle.

Picking up and dropping off the car is very convenient as it's right at the airport

Like: Pleasant experience with the staff we spoke to. Each time for pick up and return, they were friendly and professional.
Dislike: I can't think of anything

Service is professional. They will recommend insurance but inform you that it's part of the process, without pushing it, which makes it comfortable.

They don't accept Zuzuche's insurance. They said if we don't buy their insurance for 2200 RMB, we need to leave a deposit of over 3000 USD, which wouldn't be refunded if there was a problem. Since our previous car rental already took a substantial deposit, we didn't have enough left for the 3000 USD, and were forced to buy their insurance. They maliciously increased the deposit. I advise everyone not to choose this company in the future.

I bought full insurance on Zuzuche, but when picking up the car from the rental company, they insisted I purchase another full insurance for 160 Euros. After negotiating, they said if I don't buy it, they would hold 2000 Euros on my credit card. I can understand pre-authorization and deposits when renting cars domestically, but it's normally unnecessary for renting abroad. They blatantly bullied Chinese customers. A German couple next to me only needed to verify their order information and sign their names to get their keys and collect their car, which was conveniently parked right at the entrance. On that day, it was raining in Iceland, and after we bought the insurance, they simply handed us the keys and told us to find our car in the parking lot ourselves. Normally, I could understand this procedure at airports, but comparing the two experiences was disheartening. Aren't German and Chinese customers both customers? This isn't just about the insurance scam; it's about the extra effort paid because of bad weather and still receiving subpar service.

The service at the car pick-up location was decent, and it took about 10 minutes for both picking up and dropping off the car. The problem handling was unsatisfactory. The car’s air conditioner broke on a hot day. We could not reach them by phone during business hours, and had to email for help. The email response asked us to call their office, which then redirected us to call the car repair service. The repair hotline couldn't see our caller ID and couldn't text us the repair address. When we asked for an email, it took forever, and when we called again, they suddenly could see our number and texted us the address. We had to visit the repair shop twice. The first visit they were too busy without an appointment, and the second visit after waiting for an hour, they told us they didn't have the necessary parts and advised us to endure until we returned the car. Later, the rental company called and offered us a discount but couldn’t specify how much. At the airport, they claimed they'd never heard of any discount, and we had to email for assistance again. After insisting, they found a note from a colleague and gave us a one-day rental discount. Considering we rented the car for 13 days and endured the heat, the 0.76-day discount as compensation felt ridiculous and frustrating.

Like: Nice car, good driving brief prior to departure, good pricing, convenient location
Dislike: Would have like to see agent at drop off but not available, dropped keys in return box after waiting as long as possible