Serbia-Bosnia-Serbia

This trip was arranged based on your company's promotion of visa-free travel and low costs in Serbia and Bosnia and Herzegovina. We booked a car through your platform, which turned out to be the biggest expense of the trip. We expected that this expense would bring a pleasant experience, but it turned into a headache throughout the journey. We were a group of six and ordered a 7-seater car, but we were given a 5-seater. The staff at the pickup location promised we could switch to a 7-seater the next day. Considering it was already 11 PM when we picked up the car, we decided to take it for the night. However, we were told the next day that we could only switch cars four days later. Our subsequent travel plans included accommodations in Bosnia and Herzegovina, so we couldn't stay in Belgrade for that long. We had to make do with the car, which meant four people cramped in the three seats in the back, causing discomfort and even motion sickness for one of us. When driving out of Serbia, the border police noticed the overloading and held our passports for over an hour. On the way from Mostar to Sarajevo in Bosnia and Herzegovina, we were stopped by police and fined 100 euros for overloading; the officer said the fine was supposed to be 200 euros, so he didn't issue a receipt. We were constantly worried about being fined again for overloading, but fortunately, we weren't stopped at other checkpoints.

The car pickup and return processes were convenient and fast. The staff carefully pointed out existing flaws when handing over the car. The return was very quick and not inspected in front of us, but after returning to our country, we received an email stating there were scratches and charged 240 euros. Fortunately, we had insurance, so there was no personal loss.

Europcar is located on the right side of the arrival hall of Belgrade Airport, very easy to find, with two counters. Bring your paper order and all materials, the process is quick!

Our flight was delayed, but the staff waited for us. Their English was excellent, making communication easy.

First, during car pick-up, the time was very tight and customers were not given enough time to inspect the car's condition, including any pre-existing exterior damage. Second, during car return, they inspect the car with an overly critical attitude, even penalizing for tiny scratches less than a centimeter long. Third, during car return, the company does not accept photos taken at the time of pick-up as evidence of existing damage, which is clearly unfair. Fourth, the company has a bizarre and unreasonable policy: the inspection done in the presence of the customer during return is not final; it gets re-inspected after cleaning, and that is considered the final judgment. I didn’t rate it one star but gave it two stars because their service attitude is still somewhat acceptable and there is room for negotiation.