Formal Complaint Regarding Poor Service at Europcar – East London Airport

Dear Europcar Customer Service,

I am writing to express my deep dissatisfaction with the service I received at your East London Airport branch. I booked a rental vehicle along with a baby car seat approximately six weeks in advance. Upon arrival at the counter, the consultant assisting us was extremely rude, arrogant, and displayed no sense of customer service. Her attitude was irritated and sarcastic from the start.

When she asked if we still required the baby car seat and I confirmed, she left and returned with a baby chair, placing it on the desk without any explanation. When I asked who would install the chair, as there were no instructions provided, she laughed and told me to scan a QR code and read the instructions myself. She then abruptly instructed me to collect the vehicle elsewhere. When we reached the vehicle, we noticed the baby chair had been left on the pavement. The same consultant shouted at me to carry the chair to the car. Fortunately, an employee from another rental company kindly assisted us in carrying and installing the chair.

This experience was unacceptable and highly unprofessional. The consultant’s behavior was disrespectful and completely lacking in customer care. Based on this experience, I will not be supporting Europcar in the future and will advise others to consider alternative rental companies.

I trust that you will investigate this matter and take appropriate action to ensure that no other customer is subjected to such treatment.

Sincerely,