The car was far below our expectations!! … and several issues during our rental significantly impacted our trip. Key concerns have listed above.

Great and meet expectation

Smooth friendly service

We were a group of 6, and the trunk had enough space for all our luggage, which included 5 suitcases.

I rented a Ford but received an old Isuzu. The staff did not inform me or guide me to inspect the car before having me sign a document stating the car was in good condition. Having rented cars many times in Australia, I trusted this chain and later realized it was a big mistake. The rental process went smoothly, but a few days after returning the car, I received an email claiming I had scratched the car. I asked for photos of the car in good condition at the time of rental, but they said none were taken and that it's the customer's responsibility to confirm the car's condition. I was shocked, as other rental companies always provide detailed photos of the car during pickup. It seems here that once a customer is misled into signing, they can blame any damage on the customer? They charged 4600 for a 4cm scratch. Fortunately, I had full insurance, but it took a month to get reimbursed. I've rented cars many times in the US, Europe, and Japan, and this is the first time I've had such a terrible experience with an Australian rental company.

ターミナル内の店舗ではなく、シャトルバスで移動した店舗だった。それが判明するまでに30分以上ロス。 また、移動先の店舗でも予約した車が違う人に渡ってしまっており、急遽別の車を借りることになった。 予定期間内に返却後も、延滞料金として数万円の追加請求された。最終的に追加請求分は返金されたが、最後まで不安が残った

Extremely satisfied

I booked a Mitsubishi ASX but received a Chery instead, which was still quite new. Although I was initially very dissatisfied, they replied that it was a similar car of the same category. QEEQ mentioned that I could go to Europcar to exchange it, but I decided to keep it since there might not be a similar car available. Chery's model isn't available in my country, and the new car was quite pleasant to drive, making my month in Brisbane enjoyable. Europcar didn't push insurance on me; I requested full coverage myself. It turned out to be the right decision because I scuffed the front left side, and the final settlement didn't cost me anything—it would have been very expensive to repair it myself. The final bill was settled about two weeks after returning the car. Europcar is a big company, very efficient, and the cars are new. Nice.

Very satisfied, but the processing speed was a bit slow.

Procedures were well-organized, but child seat rental was somewhat expensive.

Overall good. Highway tolls are automatically deducted, very convenient.

There was someone to assist right when we arrived at the airport.

Excellent service at pick up and drop off

Pick up and drop was quick and easy. Car was new and perfect for our trip, opted for a larger SUV so that we had a bit more comfort and was super happy with the price and glad we made that choice.

The return counter staff had a horrible attitude and I have feedbacked that via Whatsapp to your staff

Call centre staffed in Philippines - no idea of local operation in Brisbane or vehicles etc... reluctant to transfer to local office. Call centre advised that desk would be open til midnight as my flight was delayed. However internaltional desk was not staffed and had to go all the way to domestic terminal to collect car which added over 60mins. Wish I was told this could happen in advance.

1. The store overcharged with no explanation, and the issue has not been resolved. 2. A week after returning the car, the store emailed me claiming I hadn't returned the car, and threatened to call the police.

As a business customer, I would like to find a way of going straight to the car and not repeating all the application details which are very time-consuming. However Stephen, our customer service guy was excellent and made the process as painless as possible. And everything else was as it should be. Thank you.

I think switching from a Prado to a Pajero is okay, but they initially gave me a Ford. I had to ask them to change it after looking around the parking lot, which took over half an hour.

Very very good service and they gave us a brand new car.I will definitely use europcar again