Complex pick-up process

There were many counters when I arrived to get a ticket and wait in line.

There is a free shuttle bus from the airport, but the pick-up point at London Heathrow Airport was hard to find, and we had to wait a long time for the Europcar shuttle. The rental office is quite far from the airport. The car pickup was smooth overall; we booked an Audi A4 but received a Mercedes C-Class. The staff didn't try to upsell anything, but they also didn't provide detailed information on driving rules and other considerations.

Friendly and enthusiastic.

Car wasn’t ready. No instruction at pick up re different handbrake- Golf-would have been really helpful.

Good

All excellent apart from time waiting for pick up and drop off. Only one staff member on duty each time and they were very good but far too busy and it really needed another staff member to ease waiting times for customers. Otherwise I was very pleased.