Congartulation for customer service

Overall satisfied, but you need to be discerning. It's an Indian-operated store that promotes additional insurance—just decline if you're not interested, and their attitude will remain professional. Here's an interesting detail: we initially booked a small SUV, but when the staff saw we had 3 pieces of luggage, they said the car we booked could only fit 2 pieces and asked us to pay an extra £30 per day. When I refused, they eventually said 'never mind' and upgraded us to a bigger model for free, likely because they didn't have the car we originally booked. In the end, we were quite happy—the rental and return process was quick and convenient. The shuttle bus to the pick-up location takes about 15-20 minutes.

Josh at the counter in Edinburgh was just fabulous to deal with. Cannot fault him, the car or the drop off team.

Counter service went above and beyond, however; we were given a car we did not reserve because there was a miscommunication between the booking site and Europcar. Response from Europcar when asked about the refund: I understand that the vehicle was returned early due to an issue that was caused by a charging problem resulting from the phone's inability to connect to the charger. Please be advised that as per section 11.1.4 of the Terms and Conditions of hire, if you return the vehicle before the return date and time stated on the rental agreement, then we agree that the hire period will end when you return the vehicle to the Europcar branch and hand the vehicle keys to a Europcar agent. Please note, however, that the rental charges will remain the same (i.e. as if you had not returned the vehicle to us before the return date and time stated on the rental agreement), as we will not refund any unused daily rental or accessory charges to you. I must respectfully advise that we will be unable to process a refund of the remainder of the unused rental days. Still waiting for a response from our email in response to Europcar: I just want to reiterate some of our concern and hopefully we can come to an understanding about how we will require a refund of the car. Firstly we were not having a problem connecting to the charger stations by phone. We were able to connect to multiple slow charging stations, but a full charge would have taken up to 8 hours. We then tried to find fast charging stations, but the one on UEA campus required an RFID card, and one on a nearby golf course required a charger that did not fit in our cars charging port. We were not able to locate any other fast chargers in the area because the MG4 was given to us with only 30% battery charge. With our limited mileage, we could not both find a usable fast charge, and also return to the Norwich airport if charging did not work…

I would like to thank the person that helped us at the pick up. They were very busy, but she took care of us making the experience easy and enjoyable.

Didn’t have car in the end. Arrived at 8am and despite there being 3 staff one was dealing with another extremely annoyed customer. I was totally ignored by the two men working there as was finally spoken to at 8:35 by the lady who was dealing with the guy who had been charged a fortune for a luxury car and had been given a 2017 Car with damage down the near side, which he had booked 4 months ago so there was no excuse And surprise surprise they didn’t have the car I booked and tried to palm me off with a little Peugeot 208 which was totally unsuitable. I walked out and got a car within 10 minutes from Avis a couple of streets away. Euro-Car are totally unprofessional time wasters andwill never