It was too slow, only one staff member, and I had to wait in line for 2 whole hours! The efficiency was really low. They gave me three cars, all of which were compact cars, not mid-size SUVs like the Pajero Sport.

I've rented from various companies multiple times, but this was my first and very unpleasant experience with Europcar. First, the counter staff was quite indifferent. Second, despite having fully paid and purchased the super comprehensive insurance via Zuzuche, and having additional travel insurance that covers overseas self-driving, Europcar still tried to push their insurance on us. They initially refused to acknowledge our booking, and only after persistent negotiation did they relent. This already left a bad impression. Third, they pre-charged NZD 200 on my credit card for fuel, which they promised to refund if the car was returned with a full tank. This was acceptable. However, a couple of days later, they charged another NZD 200 without any explanation, causing confusion. Given our ongoing trip and a similar unresolved situation with a friend in Europe, our trust in Europcar was already low. We contacted Zuzuche's after-sales service, who responded quickly. After uploading a screenshot of the deduction, we received a refund roughly equivalent to NZD 200 the next day, albeit with some exchange rate loss. Fortunately, it was a minor loss. The main issue wasn't the money but the unauthorized, unjustified charges, which are unlawful. We appreciate Zuzuche's prompt and effective service, which helped resolve the first incorrect charge despite limited communication options abroad. However, the initial NZD 200 taken at the counter hasn't been refunded yet. We returned the car with a full tank and even confirmed with the Europcar counter, who assured us it would be refunded within 10 business days, pending the bank's process. We are still waiting, hoping there won’t be any further issues.

I arrived a bit early and the staff hadn't come to work yet, so I had to wait for a while. Adding an extra driver cost an additional $4 per day. The process was pretty quick though.

Counter staff was very efficient but handling all the people waiting for their cars with no assistance was clearly not easy.

I would like to share a constructive feedbacks as follows: 1. Counter check in staff The counter staff were awesome and nice, they informed us in advance that they're new, they did their best to follow all the written instructions to help with the pick up process. Behind us there were 3 other customers. But shame for Europcar, they should have some senior staff to assist the new staff to avoid long queue and complaints. 2. Full tank for the new renter Make sure to check the fuel meter when the previous renter return the car to make sure it's full tank. I I picked the car up with millage at 3679km (pic.#1) , just realized when I was travelling at 3772km - mileage left to travel 765km (pic.#2), it was just 3km away from airport that the fuel meter showed only 15 bars (full tank is 16 bars). For the clear details at 3777km when I pulled over to take another photo (pic.#3). I didn't bother to return to the counter to complaint as I had an appointment that I was late because of the long process. In the middle of the trip, I refuelled and it showed 16 bars on the fuel meter and millage left to travel 926km (pic.#4). From this only, I felt cheated as if only I took the vehicle full tank, I would have travelled another 161km. Another clear information (pic.#5) when I refuelled again at the Z-petrol station by Frankton Road in Queenstown before return the vehicle at Queenstown airport which only 2.5km away. Again, millage left to travel still 957km and not 765km as when I picked up. Thank you.

All good. ☺️