Europcar Luton Airport

Having used this airport many times over the past 20 years, I have concluded it is one of the UK's worst. I will now pay extra to avoid using it, even if it means a longer journey.

My flight was due to land at 0015 but was almost an hour late. I contacted Europcar and they agreed to stay open for one hour after my flight landed. This is brilliant service and saved me twiddling my cold thumbs for ~6 hours until the desks reopened in the morning. This comment comes from an Avis Preferred member of 15 years who only changed to Europcar because the Avis desk closed at midnight. Well done and thanks to Europcar.

We booked everything before hand so the idea was to turn up, get keys and carry on with no hassle.

Turned up and we sat in a queue of 3. There was 6 tills and they were all happily ignoring us until the managers came out and told them something.

They tried to give us a different car because the car we booked needed servicing which they found out there and then...

We requested an estate and they tried to give us a car with no boot...

We were forced to "upgrade" which cost us even more money. The "we will price up the difference" annoyed me, especially after he wasn't as quick to price up the difference for the first car which would have made us worse off.

Very satisfied with the service. Basic rate very good, though extra insurance to reduce excess moves it up. Staff courteous and helpful. Plus - a great car!

Excellent service from booking through to handing the car back after a 2 day hire for only £53 pounds all in. Only strange thing was that we only did about 200 miles, but the invoice stated 818 miles. Is this a fiddle? Is someone else using the car after we've handed it back? Perhaps Europcar may wish to investigate this?

Excellent customer service and friendly staff. I was made to feel at ease with the whole process. I will definitely be coming again. Tony you were great!

I picked the car up on the 20th december 11:50am and dropped the car back on the 22nd at 11:48am meaning I had the car for 2 days. When i initially hired the car I paid the £250 deposit....low and behold I get the invoce through saying I dropped the car back on the 23rd at 19:57pm and have been charged for 4 days rental!!! Both the CCTV and the checking paper work shows I checked in on the 22nd at 11:48!! I live abroad and will now have to spend my time and effort to get what is owed back to me....and will go through all avenues to do so even if I have to take it to legal as I know theres 100% proof with both the cctv and my check in paperwork to say that car was back on time on the 22nd and that ai had the car for 2 days now 4.....lets see where this goes! I cant say im supprised to be honest

Hi, I am very disappointed with the service i received from the Europe Car Hire.

When i reached at counter, the desk operator showed me the VOLVO ESTATE CAR, i told him "i requested Mercedes c class" , he told me there is no Mercedes c class available, i asked do you have any Mercedes in your fleet ? he said no, none at all ! i said, i can see some Mercedes C class in the parking, he replied that belongs to the bosses.

He told me VOLVO ESTATE belongs to the same group which i have ordered online, i said i don’t want any estate car! Can you show me other same group saloon/h back cars, he said they have only vovlo at this time.

i said i need the car to attend someones wedding and i dont want to take this estate car and i am getting late. Then he told me he will can check for other cars and show me Vauxhall insignia car that belongs to lower group which i said that’s OK.

He told me to pay £138 + extra for protection; i said I paid £69.51 + £32.92 for extra protection and that for the higher group car online and you are charging me £138 for a lower group car. Then he called to his female Manager. She gave me some discount and offered me £78.60 + 20.86 for protection and £250 for deposit, which I accepted.

Before accepting the offer, i asked Desk operator regarding my current reservation, he told me don’t worry he will cancel the order. When i asked about my refund and cancellation? He told me i will get full refund of £102.43 within 3 to 10 working days. I asked him again about my cancellation charges? He said there are no cancelation charge for my previous booking for the c class car because i am making another booking with them, and he issued me CANCELATION NO . I waited at the desk more than 1 hr 30 mins. There computer system was not working well and crashing alot and that made me late for the wedding.

I returned the car on the same date @ evening time at 20.30 pm.
Next day morning Tuesday 20th Dec, i called Europe Car Hire service centre to confirmed my cancellation, then the lady told me that Europe car hire will charge me for the cancellation fees that is £35, that will go back to the CAR RENTAL and i will get £30 refund that will take 3 to 10 days. I asked the female operator i paid £102.43 (£69.51 for car hire and £32.92 for extra protection) and you are telling me i only paid £65 and i will get only refund £30 from that . which really surpriced me. I told them that P*****K at Luton Downtown told me that i wont get charged for the cancellation fees and now you are telling me something else, then she advised me to call CAR RENTAL / EASY CAR HIRE

Later on in the day i called Desk operator @ Europe Car Hire to ask him why he lied to me, he told me again the same story that, don’t worry I will get full refund from CAR RENTAL.

They really break my trust.

Despite the chaotic development work going on at Luton airport the experience of getting to and from the Hire Centre by airport bus was very painless. Our booking in was easy, the car, a VW Golf, was ready and waiting. The staff when collecting and returning at 7.15am were very polite and helpful. In general a very pleasant experience.

Great experience with a car rental! I've pre-booked a week in advance and when landed in Luton it took me only 10 minutes to get the car; everything was carefully prepared, the procedures went smoothly and swiftly. All was a perfect example of professional service from very professional people. Kudos!