The car rental process was very busy and took a long time. There were 16 people ahead of me, and I waited for about an hour.

Satisfied.

I booked a Mercedes A-Class, and after checking the website, I found that equivalent cars were Audi A3 or Infiniti Q30. But when I arrived at the store, I was given a Volkswagen Golf (which is much cheaper according to the website, and I would have chosen that to save money). The store said it was because this Golf had higher specifications. Very frustrating, but since there was no other option and I had already paid, I had to accept it. Due to changes in the pandemic situation, I was worried about travel restrictions when returning to Germany, so I wanted to contact the rental company for a different drop-off location. Although it was expensive (400 euros), the main issue was the customer service attitude. They were not accommodating at all; it felt like I owed them money and they were chasing me to return it to the agreed location. Customer needs changed due to the pandemic, and it's not like I wasn't paying the fee. They didn't need to make it so difficult for the customer.

After returning the car in Munich and boarding the train to Frankfurt, I realized that I hadn't returned the keys. I proactively called to ask if I should send them back via DHL from Frankfurt or return them to Europcar at Frankfurt Airport. After a while, the branch called back, insisting that I must come back immediately and take full responsibility for any consequences. I explained that I had an international flight connection and couldn't just jump off the train. They kept insisting that I return immediately or face huge fines.

The rental office is inside the airport, it's a small storefront with two counters for processing paperwork. However, as this is a big company, the procedures were completed very quickly; it took only about ten minutes to finish everything. We picked up the car from the garage, and we were very satisfied.