Closing office when they have promised to stay open when flight delayed
Complaint
Europcar Sucks
Country: United Kingdom
I am disgusted at the service I received from Europcar UK.
Having discovered my flight was delayed, I immediately called the branch at Stansted Airport on the evening of the 1st June to ensure they would still be on site to issue keys for the car.
The first lady I spoke to “didn’t usually work evenings”, but kindly promised to get her colleague (who was currently on a break) to call me back.
I was indeed called back an hour and a half later, by a lady who "promised" they would stay on site to issue me the key.
No surprise however - when I arrived at 1.30am, there was a note on the door saying that they would be back at 6am. (I therefore had to pay for a hotel and wait).
When I eventually picked up the car at 0600 on Saturday 2nd June, the gentleman I spoke to was indeed most apologetic and told me he would inform the manager of the branch and ensure I was called- as in his opinion the staff should have waited “until the last flight arrived”. No surprise though, I did not receive a call from the manager.
To top this all off, they have now charged for "out of hours" as actually I received the car at 0555 (5 minutes before the office technically opens). Having complained to customer services, this is the reply I received -
Good afternoon Mr XXXX,
Thank you for contacting Europcar Customer Services on the 8th of June regarding the above reservation.
I have reviewed this issue directly with the Rental Station who have responded to confirm that on the day they had called to discuss the arrival time, it was confirmed by the agent locally that the location would be closing at 01:00, at 01:00 the flight was still scheduled with no indication of the time. The agent who was present had no other choice but to close the desk at the correct closing time.
In regards to the charge raised for an after hours fee, I have attached the Rental Agreement which confirms this charge was agreed, the Rental desk do not open until 06:00 and if any rentals are processed before this time then an after hours fee would be added to the final Invoice.
I apologise that this may not be the resolution you were expecting, however, in light of the response provided by Stansted Airport and documentation raised, I am unable to issue any form of refund on this occasion.
Kind regards
Ryan GIBSON
Europcar UK Group
Customer Services Agent
My advice to anybody - NEVER EVER RENT FROM THIS COMPANY!!!!!!
Having discovered my flight was delayed, I immediately called the branch at Stansted Airport on the evening of the 1st June to ensure they would still be on site to issue keys for the car.
The first lady I spoke to “didn’t usually work evenings”, but kindly promised to get her colleague (who was currently on a break) to call me back.
I was indeed called back an hour and a half later, by a lady who "promised" they would stay on site to issue me the key.
No surprise however - when I arrived at 1.30am, there was a note on the door saying that they would be back at 6am. (I therefore had to pay for a hotel and wait).
When I eventually picked up the car at 0600 on Saturday 2nd June, the gentleman I spoke to was indeed most apologetic and told me he would inform the manager of the branch and ensure I was called- as in his opinion the staff should have waited “until the last flight arrived”. No surprise though, I did not receive a call from the manager.
To top this all off, they have now charged for "out of hours" as actually I received the car at 0555 (5 minutes before the office technically opens). Having complained to customer services, this is the reply I received -
Good afternoon Mr XXXX,
Thank you for contacting Europcar Customer Services on the 8th of June regarding the above reservation.
I have reviewed this issue directly with the Rental Station who have responded to confirm that on the day they had called to discuss the arrival time, it was confirmed by the agent locally that the location would be closing at 01:00, at 01:00 the flight was still scheduled with no indication of the time. The agent who was present had no other choice but to close the desk at the correct closing time.
In regards to the charge raised for an after hours fee, I have attached the Rental Agreement which confirms this charge was agreed, the Rental desk do not open until 06:00 and if any rentals are processed before this time then an after hours fee would be added to the final Invoice.
I apologise that this may not be the resolution you were expecting, however, in light of the response provided by Stansted Airport and documentation raised, I am unable to issue any form of refund on this occasion.
Kind regards
Ryan GIBSON
Europcar UK Group
Customer Services Agent
My advice to anybody - NEVER EVER RENT FROM THIS COMPANY!!!!!!
Comments
My advice, use someone like Hertz if you can!