EUROPCAR CAR RENTAL REVIEWS IN NEW ZEALAND

The store is very close, the car pickup was quick, the service was enthusiastic and helpful. I am very satisfied with this car rental experience.

It's okay

It's ok

Excellent service, no queues.

The rental car counters at Queenstown Airport are very accommodating. The handover process is simple, you get the keys and head straight to the parking lot to find your car. It’s easy to locate the parking area by following the signs, and each company’s cars are parked in their own sections.

The pickup process was extremely fast, probably within two or three minutes. There were no unnecessary questions; after checking the documents and registering some basic information, they handed over the keys. Returning the car was even faster; as soon as I handed over the keys at the counter, I was free to go.

Like: Car was comfortable and economical. Made the long distances more pleasurable.
Dislike: Nothing really to note.

Pickup at Auckland Airport on the North Island was quick, but it was slow at Picton Terminal on the South Island.

Average

The service attitude was average and they overcharged us on the deposit.

Not bad.

The attitude at pick-up was terrible. They claimed there were no Ford Everest diesel cars, but I saw one in the parking lot and took a photo. They then wanted to charge extra, even though it was the same class. The service at the counter was abysmal.

Easy pickup, brand new car provided, excellent service.

Awful, reserved the car months in advance. When we arrived, there were no cars available, wasted 2 hours of our time, and they charged us a late fee. Completely unreasonable and greedy. Extremely, extremely poor service. Will never rent from them again. We demand compensation for our losses.

Okay

Very professional

The service attitude was average, but there was poor communication between stores, leading to information asymmetry and unmet promises to customers.

There is information asymmetry between the outlets. They promised something to the customer but couldn't fulfill it, claiming there were no cars available.

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.

The drop-off process was quick. Picking up the car took a while due to the amount of information needed to be entered. Also, although the car was supposed to be full of fuel when picked up, the fuel level started to drop shortly after we drove off, which was a bit disappointing.