Europcar

Easy, friendly staff, handy location nice cars.

Booked car with Europcar through and agent for pickup at 7:45pm at Sydney airport. We couldn't disembark the plane for about 10-15 mins after landing so got to the rental office at 8:05pm to find the office was shut and they were not answering their phone. An attendant walked past and saw 2 customers trying to get in (which turned into 3) and said they were closed, he opened up and started processing us, said there was a $75 late fee for arriving after 8pm - the booking confirm said the office was open until 11pm. When we argued the fee, he said bad luck that is policy regardless of what our confirmation says and that he would cancel the booking if we didn't pay the fee. We argued that we had a contract he said we were rude - no swearing, we just told him we had a contract and that he should honour it - we were definitely firm but not rude. He would not listen to the fact we had a contract and would not even look at it, he refused to escalate and then refused to give us our booked car. Sent a complaint to head office, who said - bad luck you have to pay the fee because we close at 8pm even though your confirmation said 11pm the fee still applies. We went to Budget/Avis who were absolutely lovely and helped us out without any late fees. Europcar, your customer service is poor, you should honour your contracts and not leave your customers stranded at the airport. I won't be using your company again.

Disgusting experience. Do not recommend their services. If you have another option, do not think twice.

A bit of a long wait but staff is very efficient

Good price. Understaffed. Covid probably cause of this, so a star added back on.