Extremely Poor Service at Europcar Hatfield

I am insured as a driver on my husband’s commercial policy. Today, when trying to collect a vehicle at Europcar Hatfield, I was met with an unprofessional and unfriendly experience. From the start, Thandi did not greet me politely. She immediately asked for the reference number, and upon seeing my partner’s name, bluntly stated that I would not be allowed to collect the vehicle. She never asked for my name or any documentation. Instead, she called the call centre and spoke to Zanele in her native language, leaving me feeling uncomfortable and excluded. When I spoke to Zanele afterward, she simply said I could not collect the car and needed to speak to the insurance—again without asking for my details. My insurance confirmed everything was in order and even sent emails directly to Europcar. Despite this, I waited for two hours without any assistance, updates, or support from Thandi. My broker was on the phone with the insurance company throughout, and they kept confirming that all details were correct. Yet Europcar refused to help. This was an awful experience, and I will never book with Europcar again.