CAR RENTAL REVIEWS ON EUROPCAR AT MADRID–BARAJAS AIRPORT, MAD

Picking up the car is convenient. However, the service is slightly inferior compared to Germany.

They start working at 7 AM. How can I return the car if my flight is at midnight? There's no self-service drop-off box.

I've rented cars in over 20 countries and at least a dozen times, but I was still scammed by Europcar at Madrid T1 Airport. To be more organized, let me list the traps set by this company step by step: 1. During the car pickup, the counter staff tried to upsell a different car model, claiming my current car was petrol and the upgraded models were diesel, and the fuel savings would cover the upgrade cost. I've rented diesel cars in Europe before, and they are indeed more fuel-efficient, but the upgrade cost was almost double the original rental fee, making the fuel savings negligible, so I declined. As the car models don't specify fuel types, this seems like a loophole they exploit. Later, I found out their quotes didn't include the 21% VAT. 2. After confirming no upgrades, the counter staff printed a Spanish pickup confirmation, despite our entire conversation being in English. (The return confirmation was in English, proving the system can change languages.) The payment section of the Europcar confirmation was very confusing, showing amounts in both euros and dollars. I saw the €119.46 and €419.46 (including deposit) amounts from my reservation and assumed it was correct, so I handed over my card. However, the transaction didn't go through a POS machine, and later my bank notified me of a $487.83 charge, at an exchange rate higher than the day's rate. Clearly, the counter did a Dynamic Currency Conversion (DCC) without my consent. I've disputed this with my bank. 3. After getting the keys, I took photos of the car using an app to document pre-existing damages. The car had visible dust from sitting for a long time, making it hard to photograph. Besides the two noted damages, there were additional scratches. 4. Inside the car, the fuel gauge was at 15/16, but the confirmation showed a full tank. I let it go, but later realized that driving from full to 15/16 tank could cover 150 km on the highway. Either the previous renter returned it not fully fueled and Europcar didn’t refuel, or they siphoned gas from the full tank. Given the car (BMW X1, 7673KVS) seems geared for scamming and considering the company's ethics, the latter is possible. 5. After the journey and navigating tough roads in Spain and Portugal, thanks to the 360-degree radar, I returned the car to Madrid T1. Knowing self-return often causes disputes, I called over an employee. The difference between self-return and assisted return is merely getting scammed behind or in front of you. The inspector ignored the pre-documented damages and pointed out two new ones – a small cut on the right front tire and a tiny dent on the lower left windshield. Both were in my photos. These damages, especially the windshield dent, are hard to spot at pickup, making disputing them nearly impossible. 6. At the counter with the damage report, the staff swiftly announced the charges: €116.43 for damages and a mysterious €50.75 'damage management fee'. Having third-party insurance and in a rush for my flight, I took the receipt and left. Back home, I noticed these charges had an additional 21% tax. In conclusion, a few recommendations that might apply beyond just Europcar: 1. Avoid renting from Europcar; their scamming tactics are systematic and company-wide, not just isolated to a single branch. 2. If you must rent from Europcar, never sign any documents with unclear details. 3. Allocate at least 30 minutes for document verification and an hour for thorough car inspection and photography during pickup. 4. Be extra cautious with the BMW X1, license plate 7673KVS, at Madrid T1 Airport Europcar as they might not honestly document its damages.

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.

The car had a range of body damages. The body damage was not significant. However, if the policy of the car rental company is to charge customers for damage, then those damages should be repaired with those funds prior to the next rental, one would presume. Regarding car function, engine and power were good. The air conditioning thermostat control was not functioning very well - it did not shut off the air when the cabin temperature was achieved. This appeared to be part of the car design in that the air temperature being blow into the cabin seemed to be changed with the thermostat control and the air would continue to blow irregardless of the actual cabin temperature. The car appeared to be equipped with a rear camera that would engage when in reverse. However, the camera was not operable all the time, suggesting that some of the prior body damage created a loose connection with the camera. Given the size of the car and the parking and streets in Europe, a rear camera would have been a useful feature, that was supposed to be part of the rental, but was not operable most of the time.

We booked a car through the Zuzuche app in April, but when I arrived to pick up the car on the agreed date, the rental company couldn't provide the specific car or a similar model. In addition, the rental company staff upgraded the car without informing us of extra charges, making us believe it was a free upgrade.

Standardized management

1. The staff had poor English skills, making communication difficult. 2. Pickup time was delayed by over 10 minutes from the scheduled time, resulting in an additional charge of over 500 RMB. 3. They surprised us with extra charges at pickup, forcefully adding a bunch of insurances. 4. The tire had a small scratch, and they charged over 2000 RMB, enough to replace it with a new tire. 5. Severe overcharging, taking advantage of out-of-town customers.

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

There were two service counters on-site, and luckily, there were no other customers when we arrived, so we didn't have to wait in line.

Due to flight delays, we couldn’t pick up the car on time. After negotiating with the rental car customer service, they agreed to delay the pickup time. However, the rental company claimed that since we did not pick up the car on time, the originally booked spacious station wagon was taken by someone else. We were given a compact SUV, a Peugeot 2008, which had very limited luggage space and was quite cramped. They asked for over 300 euros to upgrade, but there were no other cars available. The return location was extremely hard to find. We circled around the train station several times and finally found it by exiting one parking lot and following the right direction. Then, the staff claimed the fuel was insufficient (short by 3 euros) and made us refuel before returning the car. Overall, we were very dissatisfied with the rental company.

Although it took a bit of time to find the car rental company, the process was very quick and the staff were very nice and provided clear explanations.

The staff were quite friendly. They asked if I needed additional insurance, and when I declined, there were no delays in processing. The paperwork was completed quickly. The vehicle inspection was thorough, and they proactively pointed out existing damages on the car, and coordinated a replacement if the car was not in good condition. Initially, I had booked a 5+2 car but was given an Audi A5. The car was great, but it couldn't fit five people plus luggage, so I had to go back to the counter to change the car. The exchange went smoothly. (Though, if I booked a seven-seater, why did they first give me a five-seater?)

The staff had a pretty good attitude. They asked if I needed additional insurance, and when I declined, they didn’t delay anything; the procedures were handled quite quickly. They were very diligent during the car inspection and proactively pointed out existing damages on the vehicle. If the car’s condition was not suitable, they were willing to coordinate a replacement. Initially, I reserved a 5+2 seat car, but they gave me an Audi A5. The car was great, but it couldn't fit five people plus luggage, so I had to go back to the counter to change the car. The car exchange was smooth (but if I booked a seven-seater, why did they give me a five-seater in the first place?).

El coche estaba en muy mal estado. Lleno de arañazos, óxidos, agujeros en la tapicería...

We were forced to upgrade the car model

Overall satisfied. The car had quite a few scratches, likely due to narrow roads in older parts of the city, which affected its appearance.

Good attitude, explained clearly, no additional charges

The service was excellent. We arrived early and were able to pick up the car quickly. They explained that for domestic claims, repair costs need to be covered initially. The process was swift, and the return was also very fast.

No staff available during business hours