Europcar London West Skyport

Great staff here going above and beyond to help out. Never rented a 3 year old vehicle before but that's not their fault, it's a corporate thing I guess.Will definitely recommend these guys!

Out of PocketFirst time used Europcar in UK, I booked online for a van I need due to my Ford Transit be off the road. Paid online was given the choice on the Europcar website to pay using Klarna (which I thought was handy due to the unexpected additional cost of having to hire) made payment. Klarna took my first payment and the whole rental cost was paid by virtual card as per standard Klarna procedure. I arrived at the London Heathrow branch at 4pm to collect van. On advising staff at the branch that I had come to collect a prepaid booking they requested that I provide the card that that I used to make payment, when I said that I did not have a card and that payment was made by virtual card as per standard Klarna process they said they needed to cancel the order and they would have to rebook it and full payment would need to be taken on the card I was using to pay deposit. I explained to the branch staff I had made a payment already to Klarna, they said that their T's and C's state a physical card with chip and pin must be used. They did not care that I would now be out of pocket, they also seemed to believe that this was my issue for not reading the T's and C's when I pointed out that the T's and C's contradicted the fact that Europcar's website prompted me and allowed payment via a virtual card payment provider were it is not possible to have a physical card and pin. I am now nearly £200 out of pocket and had to outlay upfront over £1000 for the rental and deposit. I asked the branch to provide me with a telephone number to their complaints department but was basically given a telephone number for the sales desk not helpful at all. When I finally did get through to the complaints department the representative admitted that he did not know how he could assist as he had not experienced this situation before, he was unable to pass me to anyone that would be able to help so a waste of time really. He did say that he would raise a complaint to get someone to investigate. He also thanked me for telling him all about Klarna and how it worked, and he had learnt something new today, not quite why I phoned.I asked both the branch and the customer services centre why they insist on physical chip and pin and they just said it's company policy and for customer protection, when I stated that other vehicle hire companies such as Enterprise and Hertz do not insist on this, they say could not explain the reasoning behind it.I also very disappointed that on the booking I was advised that I was hiring a VW Crafter or similar, I was given, and Iveco probably couldn't get further from spec and type. I think when you are providing such a variant in vehicles it should be made clearer.I also found it impossible to sign up for an account, which kept stating my details were already associated with an account, however this is the first time I used this company in the UK.Overall, very poor experience and unfortunately, I would not recommend this company based on this experience

0 stars. Customer service is shocking and rude. Go elsewhere to hire a vehicle. We are motability customers and our car was involved in an accident so was supplied cars from here. Supply dodgy cars second car that’s broken down and RAC has come out. Now leaving us without a car. Dodgy Dodgy Dodgy. Trading standards will be in contact as I have reported them.

AVOID - Scammers.Used this company following an insurance claim, and though their speed of vehicle delivery was more than acceptable, I had an issue with their service.During the rental period, I had unfortunately run over a screw of some kind, and I called the service team and they assured me that this was free to fix at my local Kwik Fit, which I arranged and fixed. Subsequent to returning the vehicle, I was charged £160 for a mediocre and cheap Chinese brand tyre (probably worth £60 with fitting) without notice. When I challenged this, they said that no phone call with a free fix ever took place - why would I have gone to Kwik Fit specifically then? Then I challenged this and asked for all call recordings, and conveniently, this specific call was left out, which I am pretty sure is against my GDPR rights. It's been 6 months since I questioned them for leaving out that call and still have no response.

This was so easy and quick . I would use again . Lady behind the counter was lovely and very easy to talk to . Thank you for such a good service . If you’re considering to go here or enterprise then go here ! 10 times better than enterprise trust me

I was in a real situation and these guys really helped me out. Great customer care.

Nice, happy team - prepaid pickup process very easy which is a lot more than can be said for the online booking process (I really hope the issues there have been fixed). Only disappointment was that the café wagon nearby was closed - I was looking forward to a bacon roll !

They promised to deliver a type of car and instead they delivered totally different car in less than 24 hours of their call!Now there is no direct contact number to the actual branch and every time calling through their call center, they say sorry we can not help with your issue contact the branch directly!