Returned Privileged loyalty card to the shameful executive of europcar.

To,

Philippe Germond, CEO Caroline Parot, Deputy CEO Kenneth McCall, Deputy CEO, Countries and Operations Fabrizio Ruggiero, Deputy CEO, Sales, Marketing, Customers & InterRent

Firstly I hope my message will reach the above recipients as I don't have their direct email address. However, I will try my best to post it as many places as possible till I get some response that it has been received by the management.

I don't know if this email is going to be read or not. However, I think it's important to write. I am writing about the embarrassing and insulting experience I had today at the Europcar Heathrow branch when I went to pick up my car.

I had booked my card under the reservation number ********** 609

I was coming from Mumbai after the cyclone in Mumbai staying at the airport for over 14 hours and another 9 and half hours of flight. When I went to pick up my car I took my token and waited for my turn to come. Eventually, my turn came and I was served by an executive called Bahram at counter number 5 or 6 at about 8 pm. I told Bahram that I would like to upgrade to a Jaguar 4 x 4 which was outside. He got the keys and when I asked how much was the last price would be as I am a loyal customer who only rents a car from Europcar. After Bahram looked at the system I was told by Bahram that he could do it for 70 pounds. At that moment I told Bahram that I have had rented Range Rover upgrade for 50 pounds just before my last rental. He said he will speak to the manager and come back. Once he came back with the manager whose name I was told is Goha who is an Asian guy with no feelings at all. He immediately told me that the last he could do is for 100 pounds a day. A straight 30-pound bump from 70 pounds which was just quoted after looking at the system When I asked Bahram he said he didn't know. My question and complaint here are when I asked to reduce the amount It got increased by Goha. Why put an inexperienced executive at the customer service desk when his commitments are going the be overridden by the Manager. What was going on I was unable to understand at all? The only reason I am taking the pain to write all this that I have genuinely praised Europcar and have actually said what I believed. This never happened to me ever. For me, self respect and dignity is what matters the most than anything else. I was looking forward to some more concession which I had gotten in the past by Europcar but another fantastic white young lady manager. but this manager Goha ruined it all for me. I told the manager Goha that I never go anywhere and only and always come to Europe car to rent a car but he completely ignored what I was saying to him and said if I want it the last price is 100 pounds. There was still more to come. After being disappointed I told Bahram that I will go out and choose another car and come back. It would not have been over 5 mins and I come back and Bahram was already serving another customer. I waited for those he was serving to go away. After they left I went to his counter and said can we finish this off, hearing this Bahram responded by saying that I give him 3-5 minutes so he can finish it up. it took over 10 mins for him to finish after which he called me. I politely told him I am very disappointed with Europcar this time. He asked me why I am disappointed. I said three reasons why I am disappointed. The first reason was that you told me per day rent would be 70 pounds which got increased to 100 pounds. at this Bahram immediately rep**** that if I would have taken his offer immediately and he didn't have to go the manager he would have had done it for 70 pounds. (the point here is that even though Bahram was able to do the car for 70 pounds because of goha it was not possible. I am sure not many customers come back and narrate this to you. but I want the management of Europe car to know whats happening by the so-called managers themselves. I don't know if they look at the peoples face before deciding who will get which car at which price). Secondly, the reason I told Bahram was that when I came back to you after the customers who he started serving left. you told me to wait and come back in 3-5 mins. The way you asked me to wait you should have asked those customers to wait too. at this even without letting me complete he hastily said that there were 7 people waiting which was a lie. everything that I am recounting has happened today and is recorded in the camera which was just behind the desk and a lot of places in the room. At this, i didn't even feel it's worth discussing anything. I told Bahram that I want you to acknowledge my complaint and Bahram rep**** that he will inform the manager. I was so disappointed that I took out the privilege loyalty card that I had received from Europe car and handed it over to Bahram and said I want to return this card as it is useless for me for future and he took it and said 'ok'.

The way I was dealt with by Bahram and on top of that, the manager Goha was extremely insulting being a loyal customer of the europ car. I want Europcar which has been soo good to me not ruing my future experiences to be as bad because of them.

Also, it is extremely important for the management to pay heed to my important concerns and take immediate action regarding the experience I have had. I request the administration of Europe car to take me seriously and teach them how to deal with customers effectively.

I see great future for Europcar. Do not let it ruin because of some selfish and arrogant people like Graham and Goha. I suggest remove them or send them both on training or change their roles so they realize how important of complaints.

I will still come back to rent a car with Europcar but would love to see the change in that branch. It is my humble request. Without mentioning I would also like to say that I have also had very pleasant experience in Europcar with people like HODA, JIGNA, AND ESPECIALLY ALI AND ALSO ESPECIALLY THE WHITE LADY MANAGER who keep this company keeps growing.

I request Europcar to look into this and let me know if any action is taken on this.

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Regards

Asad Mirza