CAR RENTAL REVIEWS ON EUROPCAR AT HEATHROW AIRPORT, LHR

The store was busy with many customers when picking up the car. The queue moved quickly, and the process was smooth without any upsell of extra insurance. The Insignia was upgraded to a Passat, which was very new. Everything went smoothly throughout the trip. The staff checked the car thoroughly when returning it at a different location and found no issues. The paperwork was signed quickly. Good experience overall!

The rental location is near the airport, with a dedicated reception desk at the airport exit directing you to a shuttle bus for car pickup. The pickup location is spacious with many service staff who are very friendly. The paperwork is correct, and someone accompanies you to pick up the car and explains the usage precautions. The process is smooth and fast.

The store at the airport is quite large with many staff. Although it's a bit far from Heathrow T4, there is a free shuttle service available.

Unjustified charges, took nearly a month to resolve, very dissatisfied!

1. They said they couldn't find the insurance I purchased when picking up the car; 2. I had specified the return time as 19:30 local time when I booked, but when I arrived, the rental store was already closed. I had to return the car the next day.

There was a double charge issue. I had already paid in full on the rental website, but was charged an additional £250 rental fee and £252 deposit for damages when picking up the car. I told them I had already paid to the rental company, and they said it was a deposit. My understanding was that the deposit would be refunded upon returning the car. I contacted the rental company, and customer service assured me it was a pre-authorization and I should just pick up the car. Upon return, the damage deposit was refunded, but the £250 rental fee was not. The car company said the rental company would refund me. I called the rental company to report the issue, and the customer service mentioned they would handle it after the New Year holiday. Needing to catch a flight, I returned the car and left. Now 10 days have passed, and the car company is still verifying the issue. It seems the process in the UK is quite slow.

There is a free shuttle bus from the airport, but the pick-up point at London Heathrow Airport was hard to find, and we had to wait a long time for the Europcar shuttle. The rental office is quite far from the airport. The car pickup was smooth overall; we booked an Audi A4 but received a Mercedes C-Class. The staff didn't try to upsell anything, but they also didn't provide detailed information on driving rules and other considerations.

At handover, it was 11 pm and no one reminded us to check the car properly. When returning the car, they mentioned wheel scratches, with the front wheel having a scuff and a scratch on the rear wheel. The front wheel had hit a curb but the rear wheel seemed to have old scratches that we could feel by touch. They claimed it wasn’t covered by insurance due to the low amount, so we had no choice but to leave.

Luxury sedan: Mercedes C Class automatic or similar model, but there was no similar model when I arrived. They tried to convince me to upgrade to a luxury model at a higher price, claiming that because I had rented from them before, I could get this higher-end model at a very good price. Additionally, I had purchased full insurance, but they claimed it was partial insurance (unsure what partial insurance means). Then they mentioned an excess of 2000 pounds, and when I asked more questions, they refused to check. I called the rental company's customer service, and an Indian-looking employee at the store spoke with the customer service representative for about 10 minutes. When I went over to ask further, they said the excess was now 250 pounds, which seemed like bargaining. I then called the customer service directly, and they said they would report to their supervisor. I decided to take the car for now.

Lots of cars available. I booked an Audi A4 estate but got a nearly new Mercedes C estate instead!!!

Very satisfied.

The service was not enthusiastic, just average.

The Europcar staff had a great attitude and were very efficient. The car they provided was new and the driving experience was pleasant.