1 reviews | Active since Apr 2010
No show by Europcar despite a deposit being paid
<p>On the 3rd of March 2017, I paid a deposit on a car for pick up at Honolulu Airport on the 4th of April 2017.</p> <p>My booking and deposit were paid to Economy Car Rentals but my e-voucher ********** lists Europcar as the “car rental provider”.</p> <p>The voucher indicates my flight number (United 1232) as well as the rental start date. This was a late arrival.</p> <p>I went to the airport desk at arrivals, as indicated in my rental agreement but there was no one there to meet me. The guy behind the desk didn’t know about Europcar Rental agency but that there is a shuttle for Economy Car Rentals. He showed me the way to the shuttle pick up point. I asked him to please inform anyone looking for me at the desk that I was outside at the shuttle pick up point.</p> <p>After picking up my luggage I proceeded to the shuttle pick up point to wait for the Europcar car Rental shuttle. I got to the shuttle pick up point at about 22h00, this was my first visit to Hawaii and I had been travelling for 19 hours out of London.</p> <p>After waiting for about half an hour without sight of the Europcar shuttle, I went into the airport to phone the number on my rental e-Voucher ( ********** 361). There was no one manning the phone and it went through to an automated system asking me to input the telephone number for a call back. I keyed in the telephone number of the public phone that I was calling from but it did not accept it.</p> <p>I asked three shuttle drivers (from other car rental companies) whether they had any idea when the Europcar shuttle would come by and the answer was the same: “there is no Europcar in Honolulu”. What about Economy Car Rental? – “Yes there is an Economy shuttle but they closed at 9pm”.</p> <p>I realised that there would be no shuttle to pick me up.</p> <p>I e-mailed both Economy Car Rentals as well as Europcar when I got back home.</p> <p>I did not receive a reply from Economy car Rentals but did get a reply from Europcar International Reservation asking me where I live.</p> <p>I rep**** a week ago but have received no further communication.</p>
Dear Antonio
Kindly note we have redirected your complaint Economy Car Rentals for assistance.
Thank you for your patience in the interim of our investigations.
Yours personally
Europcar - Customer Service
Dear Antonio
Kindly note we have redirected your complaint Economy Car Rentals for assistance.
Thank you for your patience in the interim of our investigations.
Yours personally
Europcar - Customer Service
A week ago, I received an apology and the following explanation from Europcar:
"We have established that Europcar is not present in Hawaii, however does have an alliance with Advantage Car Rental to service rentals on its behalf. The reservation confirmation should have indicated that the rental was to be serviced by Advantage and there should have been signage at the airport to direct the customer to the Advantage station".
"Due to a technical failure, regrettably the station was not aware of your arrival thus the station was closed."
In that case, I feel that:
If Europcar wants to restore my faith in them for any future hiring, they would refund me US 745.55 which was the amount which I had to pay to Alamo for the same car (final invoice provided to them via e-mail). That would go some way to compensate me for the inconvenience and stress of trying to find a rental at an airport remote location at 22h30 after being stood up for a confirmed booking with a deposit paid.
Failing this, if they were a half decent establishment, they would refund me the difference between what I paid Dollar and what I would have paid should I had not been stood up = US$ 488.16 (US$745.55 - US$259.39)
But, let’s be realistic.
I will be lucky to get back the deposit which I paid Economy Car Rentals when I initially booked the car on the 3rd of March 2017.
A week ago, I received an apology and the following explanation from Europcar:
"We have established that Europcar is not present in Hawaii, however does have an alliance with Advantage Car Rental to service rentals on its behalf. The reservation confirmation should have indicated that the rental was to be serviced by Advantage and there should have been signage at the airport to direct the customer to the Advantage station".
"Due to a technical failure, regrettably the station was not aware of your arrival thus the station was closed."
In that case, I feel that:
If Europcar wants to restore my faith in them for any future hiring, they would refund me US 745.55 which was the amount which I had to pay to Alamo for the same car (final invoice provided to them via e-mail). That would go some way to compensate me for the inconvenience and stress of trying to find a rental at an airport remote location at 22h30 after being stood up for a confirmed booking with a deposit paid.
Failing this, if they were a half decent establishment, they would refund me the difference between what I paid Dollar and what I would have paid should I had not been stood up = US$ 488.16 (US$745.55 - US$259.39)
But, let’s be realistic.
I will be lucky to get back the deposit which I paid Economy Car Rentals when I initially booked the car on the 3rd of March 2017.
Dear Antonio
We acknowledge your frustration in getting this matter resolved, thus have escalated this to Economy Car Rentals to assist with the reimbur*****t of your funds and to treat the matter as high priority.
We appreciate your patience in the interim of resolving this matter.
Yours personally,
Europcar - Customer Service
Dear Antonio
We acknowledge your frustration in getting this matter resolved, thus have escalated this to Economy Car Rentals to assist with the reimbur*****t of your funds and to treat the matter as high priority.
We appreciate your patience in the interim of resolving this matter.
Yours personally,
Europcar - Customer Service
Dear Europcar - Customer Service,
Clearly Europcar's definition of "high priority" and mine are very different. It is over a month since my original post and over three weeks since your appeal to my patience.
Dear Europcar - Customer Service,
Clearly Europcar's definition of "high priority" and mine are very different. It is over a month since my original post and over three weeks since your appeal to my patience.