Europcar nightmare

Boogy

Hi everyone,
I'll never use Europcar again.
I live in the Midlands but was working in London the day before and the day of my son's 5th birthday. So I booked a car booked at London City Airport so I could drive home at 10 at night to have breakfast with my boy before returning to London for 11 the next morning.
My tube was delayed and when I got to the the airport at 1030 the rental desk was shut. I called the hotline and was told the office was closed and to try again in the morning. With no other way of getting home I was stranded and missed my son's 5th birthday - something I will never get the chance to do again.
My main beef is twofold:
1) When I booked the car the menu offered pick ups throughout the night so it never occurred to me the pick up office would be shut. And no one warned me the office would be closed if I was late.
2) The customer service at Europcar was shocking when I complained about the incident. Patronising and unhelpful they refused to accept any responsibility, instead blaming me for not calling to warn of a late arrival. (A bit tricky when on the tube underground).
Altogether an awful experience. And company.

richardw

Your post illustrates that your plans can easily go wrong with a simple delay and the old adage 'allowing enough time' really is good advice, even allowing for things to go wrong.

LCY doesn't have late evening flights and I'm confused about the 'pick ups through the night' thing.

opinions4u

Their web site does seem to imply 24/7 availability of some sort, albeit with extra charges after 10pm.

LONDON CITY AIRPORT

Address:

LONDON CITY AIRPORT
KING GEORGE V DOCK, SILVERTOWN
E16 2PX LONDON
Contact:

Phone : +44 08713 843412
Fax: +44 0207 4746513


Opening hours:


(*)With extra charges

Mon :
00:01-06:59*
07:00-22:00
22:01-23:59*

Tue :
00:01-06:59*
07:00-22:00
22:01-23:59*

Wed :
00:01-06:59*
07:00-22:00
22:01-23:59*

Thu :
00:01-06:59*
07:00-22:00
22:01-23:59*

Fri :
00:01-06:59*
07:00-22:00
22:01-23:59*

Sat :
00:01-06:59*
07:00-16:00
16:01-23:59*

Sun
00:01-09:59*
10:00-22:00
22:01-23:59*

Humphreyshalfmoon

LCY closes every night after the last departure around 2130, it has always done this and if you put in a collection time beyond closing, it will advise you the booking is not possible. The offices are all inside the terminal, so all car rental companies are the same at the airport. Just wonder why you would choose LCY as a pick up point, it really isn't easy to get to from Central London when, if you thought you were going to be working until late, you could have booked at LHR which has 24 hour service.

desperation_2

So.....

You booked a car for a specific time and never arrived.
You failed to call and advise the rental company of your delay.
You therefore expect the company to stay for whatever length of time on the hope you might arrive for your reservation.

I fail to see why this is the rental companies fault?

desperation_2

With regards to your 'beef'

You did not book a pick up during the night so this was not known to the rental company that you would arrive during the night.

Unbelievable the second comment that again it is the rental companies fault.

Looking at their website 'out of hours' is available subject to confirmation they will carry out. (I.e. choose to book at 2 am they will advise if they can do it) and this carries a charge.

Think they have been fair. What would you do?

Have a hair appointment at 17.30 and when you turned up at 18.15 it is their fault they close at 18.00?