We were forced to upgrade the car model

No staff available during business hours

There were two service counters at the site. We arrived when there were no other customers, so we completed the process immediately without waiting.

Having visited over 20 countries and rented cars more than a dozen times, I didn't expect to be scammed by this Europcar at Madrid T1 Airport. For clarity, I'll list the steps of their scheme, which is essentially a trap at every turn: 1. At pick-up, the counter staff pushed for an upgrade, claiming that my car was a petrol car and the upgraded models were diesel, which would save on fuel costs enough to cover the upgrade fee. My previous rentals in Europe were all diesel cars, indeed more fuel-efficient, but the upgrade fee was almost double the original cost, and the fuel savings wouldn't match that. So I declined. Since the car category doesn't specify fuel type, this seems like a loophole Europcar exploits. Additionally, I later learned that their quotes exclude the 21% VAT. 2. After confirming no upgrades, the counter issued a pick-up confirmation in Spanish, even though we communicated entirely in English (my return receipt was in English, proving Europcar's system can choose languages). The payment amounts were confusing, with both Euros and USD displayed. Seeing the €119.46 payable and €419.46 including deposit, I thought it was correct and handed my card to the clerk. Instead of using a POS machine, after returning my card, my bank app showed a charge of $487.83 with a 1.16 exchange rate (the day's rate was 1.11). They had done DCC without my consent. I've since filed a dispute with my bank. 3. Taking the car keys, I photographed the vehicle using a rental car photo assistant app. Aside from two documented damages, I photographed other scratches. The car, a BMW X1 7673KVS, seemed to have been washed a long time ago, covered in dust, making photo documentation difficult. 4. Inside, the fuel gauge showed 15/16 full, though the confirmation showed full. Thinking it wasn't worth arguing, I took the car. In reality, driving from full to 15/16 on the highway covered about 150 km. Either the last renter returned it less than full without replenishment, or fuel was siphoned off at full. Given this company's ethics and employee practices, either scenario is possible. 5. Journeying through Spain and Portugal's old town narrow lanes and tight underground car parks, the car's 360-degree radar helped navigate successfully back to Madrid T1. Having read many reviews, I knew self-return could lead to disputes, so I immediately sought out Europcar staff after parking. It turns out, manual and self-return only differ in whether the scam is covert or overt. The inspector ignored my documented damages, pointing out two others: a small cut on the front right tire and a tiny dent on the lower left windshield, both already documented. Despite never driving off-road, I couldn't be 100% sure I wasn't responsible. Since such tiny damages aren't noticeable at pick-up, they basically guaranteed the charges. 6. Presenting the damage report at the counter, the clerk swiftly calculated costs: €116.43 for damages and a mysterious €50.75 'damage management fee.' Having third-party insurance and rushing for a flight, I accepted and left. Upon returning home, I noticed a 21% tax added to these charges. In conclusion, some advice, not limited to Europcar: 1. Avoid Europcar; their scams are systematic. 2. If using Europcar, do not sign any unclear documents. 3. Allocate 30 minutes for paperwork verification and an hour for detailed vehicle check and photos at pick-up. 4. If renting from Madrid T1's Europcar, beware of BMW X1 with plate 7673KVS; damages might be undocumented in their records.

They use a number ticket system for queuing to pick up the car. There were quite a few people, but since we could sit and wait, the overall pickup process was smooth.