Europcar- not so privilege program

[malmacdowall]

I have had a number of issues with Europcar lately and wondered if anyone has had the same? I am a ready member and have had ongoing trouble booking cars on their website. The website crashes and we end up having to book via the call centre. Inevitably, I arrive in Sydney and their is no car waiting for me. The manager of the Syd Europcar pickup said that I woul be best to log into qnd transfer onto their new privilege program as it was on the worldwide booking engine and worked much better... The brochure and the website all say that the privilege program is opening in March.....

Well Europcar, you've done it again... its now May and the program your people are promoting isn't even live yet....

On top of thus, 2 weeks ago I booked an Audi A4 at Perth.... Arrived and no surprise it wasn't ready... Waited about 10 mins at the desk while the CSA made a few cakes, then found some keys and sent me off to the carpark...
Only when I arrive after the 10min trek with the luggage, the car is an A3.... Downgraded and they didn't even have the decency to tell me..... Trudge back to the office, see the same, now embarrassed lady and after more calls and radio checks get upgraded to the A6 after another 15mins of stuffing about.... Not happy. Ironically if she had explained the issue withbthe xar upfront I would have been fine with the A3 at the lower rate.... VERY poor customer service.... And still no privilege website....

 

[AdMEL]

Haven't had any troubles booking on their website, however last time I hired from Europcar at Melbourne City a couple of months ago, it was a debacle collecting the A5 convertible I'd booked - Agent initially refused to mark some 100mm long scratches on the bonnet on the rental agreement, saying they were fair wear and tear (t & c's clearly say otherwise), Fuel tank was marked on rental agreement as being full, but was only 3/4 full, odometer reading was almost 50km higher than rental agreement, both of which I was told couldn't be amended on system and could only be hand amended (I initially said I won't be taking the car then someone I recofgnised from previous times offered to initial and said he would be there when I returned the car, so I acceopted).

Priviledge - poor that their website says coming March and I haven't received any notification of my Ready being transferred. I had a quick at the NZ website and they've had Priviledge for a while now.

Overall, they don't appear very professional.

No dedicated Ready phone number and long wait times are also annoying.

 

[Jama]

I booked a car in Melbourne which I had problems with. It took them 6 hours to get me another car and I missed the event I was actually there for so $2000 out of pocket in travel expences. I was promised someone would call when I dropped off the car. It never came. My follow up call not returned and mail ignored.

I have not rented a car from them since. Which probably makes not a scrap of difference to them. My only satisfaction is that I have some influence in the organisation I work for which operates in Australia, NZ, UK, US and Asia and Europcar have lost the business for the entire organisation.

Again, they won't know and won't care. But I know it is very significant.

 

[Jama]

I recently got upgraded to Privilege Executive so gave them another go. They are not getting the organisation business back, thats gone.

Anyway no upgrades which is a program benefit, same uninterested don't care attitude from Sydney airport staff. No answer to any feedback email or calls. A-Club gold membership also listed as a benefit. This won't happen as advantage plus staff know nothing about it and wont work it out with Europcar.

Privilege program with Europcar is nothing more than a card, if it arrives. The benefits for the loyalty don't exist.

 

[darrend]

I too have issues with Europcar - very poor performance on their part. Customer service is non existent and the website is a debarcle. 3 bookings to date - all have issues and only one appears on the website.

Was with AVIS for years prior and rarely had an issue.

I too believe that the Privelage program is a sham.

 

[TonyHancock]

Is anyone else receiving upgrades as a Privilege Elite?

I have had one from eight rentals this year. I may have to switch back to Avis!!

 

[markis10]

Is anyone else receiving upgrades as a Privilege Elite?

I have had one from eight rentals this year. I may have to switch back to Avis!!

I have received one every time, with my most recent

Vehicle SDAR to ECMR

I always book an i20, yet to actually drive one, same for the Yaris at Hertz.

 

[TonyHancock]

I have received one every time, with my most recent

Vehicle SDAR to ECMR

I always book an i20, yet to actually drive one, same for the Yaris at Hertz.

I usually book an Insgnia/Octavia in the UK and finish up with one. I wondered if it was because I took the complimentary status match via DJ.

 

[darrend]

I too have very similar issues with Europcar. A most frustrating organization to deal with. I've hired maybe 6 cars with them and every time an issue. They are just too difficult to deal with and I need to be far too vigilant to ensure things go as they should. Service is nonexistent and they clearly do not receive emails for no-one can be as rude as they are in not replying.

I have been with AVIS for a good number of years, on average renting twice a week. Never an issue with cars, occasionally points did not post but one email and that was resolved. Business still with AVIS - never will that go to the likes of Europcar. Personally I am now back to AVIS - had enough of Europcar, status or no status it simply is not worth the grief.

 

[markis10]

I do wish Avis had a frequent renter recognition program, they are good!

 

[Andyc]

I've had several issues with Europcar in the past, but the worst was an experience in Queenstown, NZ where we found that one of the cars didn't have ski racks, then didn't have snow chains, then the new ski racks they fitted didn't lock, then they had to substitute the vehicle. But being a holiday, we were able to put up with the messing about. Instead it was a very rude representative who did not want to help and a site manager who actually hid from us and claimed to be away from the site when we knew he wasn't that really annoyed me.

I've never rented from them again and am very satisfied about that, despite the fact that I'm sure Europcar have no idea.

I agree the Avis is great, but can also speak very highly of RedSpot!!!

 

[Stephen65]

I've had mixed experiences with Europcar. Until my last hire everything was good but the last one (from BNE) had the following problems at pickup:

- booked two child seats, only got one

- the mileage recorded was 800km under the actual that the odo showed, and since this was an Audi with limited mileage allowance that was significant

- no damage was recorded despite there being two obvious scratches/dents.

All of these issues were fixable but it was a hassle and it dented my confidence in the company.

I'm renting with them in Europe next month because they have reasonable rental, the car I want (Audi A4 station wagon), allow me to drive into surrounding countries with no hassles and their one-way fee (pick up at FRA, return at MXP) is much less than any other company I got a quote from. But I will be very careful to check the car before I accept it.

 

[darrend]

A car I rented in Christchurch recently, similar issues. No damage recorded despite there being considerable. I took photos as proof of the fact - digital camera - evidence cheap. I am glad I did because upon my return to Australia I received a call informing me there was new damage and I would be charged the excess. I protested and ultimately I was not charged but I am sure I would be in a different position if I had not taken the time to run around the car and gather evidence before leaving the car park.

 

[Kolo]

I chose Europcar as the preferred supplier matched with DJ WP. I want to use the free weekend rental. Some time ago I phoned them to organise this and was given an email address to write to. The address was wrong and the email bounced. I found another email address in Aust and tried that. They forwarded my email to a global email address and asked them to assist. They did not reply so a week later I emailed again. Another week later I emailed the Aust address and asked them to intervene.

I'm still waiting for a response from both offices.

I noticed on another post that it was recommended to email Nicole at Europcar, who emailed at the time of the upgrade to Elite, so I'll try that.

I would recommend new DJ SGs and WPs think twice before choosing Europcar as their complementary car rental partner.

 

[Moopere]

I was just going to say, before I read Marcus10's comment ... who do we rent cards from now? Seriously? Hertz has gone down the drain, cough cars, unrealistic insurance excess, expensive and nothing in the luxury line now that the Mercs are basically gone. Europecar has been getting a hammering for well over a year in relation to overcharging for dubiously caused damage and generally poor organisation and service. Budget and Thrifty are a cough shoot, it seems you can go well or have a really bad experience (are they all franchised???) ... So Avis is the only decent mob left? I haven't rented Avis for many years.

 

[amaroo]

Hertz has gone down the drain, cough cars, unrealistic insurance excess, expensive and nothing in the luxury line now that the Mercs are basically gone.

As a President Circle member, Hertz is nothing special.

 

[Sprucegoose]

As a President Circle member, Hertz is nothing special.

Hey listen it's up there with Accor!!

 

[Sprucegoose]

Im with Avis at present and get my points and some respect so I'll stay there until that changes.

Btw I'm presidents circle with hertz.

 

[markis10]

I was just going to say, before I read Marcus10's comment ... who do we rent cards from now? Seriously? Hertz has gone down the drain, cough cars, unrealistic insurance excess, expensive and nothing in the luxury line now that the Mercs are basically gone. Europecar has been getting a hammering for well over a year in relation to overcharging for dubiously caused damage and generally poor organisation and service. Budget and Thrifty are a cough shoot, it seems you can go well or have a really bad experience (are they all franchised???) ... So Avis is the only decent mob left? I haven't rented Avis for many years.

I sticking to Europcar having requalified top tier this year already, simply because of the cost saving, it's working out at $600 or so a month at present, and I like their fleet in comparison to what's on offer vehicle wise with the others. If Avis had a frequent renter scheme that allowed me to get upgrades their pricing would be more attractive!

 

[Sprucegoose]

I sticking to Europcar having requalified top tier this year already, simply because of the cost saving, it's working out at $600 or so a month at present, and I like their fleet in comparison to what's on offer vehicle wise with the others. If Avis had a frequent renter scheme that allowed me to get upgrades their pricing would be more attractive!

Agree. While Avis don't have a scheme per se they do track frequent renters and I find myself informally upgraded 95% of the time.


Any avis insiders on this forum?