Europcar Broome Airport

We booked a car for three days. When we went to pick up the car this afternoon, the person at the counter said the car had been cancelled as it had been damaged by the previous user, and that I should have received an email. They were curt and unapologetic. I had indeed received an email that morning. It said "We are sorry to learn that your travel plans have changed and that you had to cancel your car rental reservation.We would like to confirm that your reservation has been successfully cancelled." We did not cancel our reservation. I mentioned this to the agent, and only then did they then explained that the car had been damaged and was therefore unavailable. To be clear, the agent cannot be faulted for the damage done to the car and the resultant circumstances. However, the customer service, both online and in person, were unacceptable. I would expect at least an email or phone call explaining the circumstances, as well as a more apologetic tone in person. This is especially considering that there is currently very high demand for hire cars, which could have left us stranded, circumstances of which one would think the agent was well aware.

Couldn’t fault the staff at all from our recent rental with Europcar. They were extremely friendly and helpful. I would recommend to friends and family. Look forward to renting with you again :)

We will never hire a car with Europcar again after the abysmal customer service we received at the Europcar counter at Broome airport last week. While I collected our luggage my husband went to collect the hire car keys and install the child seats. He came back a short time later saying they wouldn’t give him the car as the hire agreement was in his name but we needed to pay for it with my credit card, in my name. The customer service agent very curtly said to him “I’ll have to cancel it” and then proceeded to ignore him. I then went to the counter so see if we could perhaps change the agreement to my name so we could pay with my credit card. No, apparently that couldn’t be done. We were extremely stressed at the prospect of not having transportation for our young children for our holiday. There was absolutely zero attempt at customer resolutions from the agents at the counter. They were completely disinterested in helping us, one of them in particular was quite rude. After some time my husband said, quite exasperated “why can’t my wife use her credit card, when our surnames are the same?” To which the ruder of the two women replied “it’s fine if the surname is the same”. Are you kidding me?!?! After all of this back and forth conversation and upset, it was a complete non issue all together. Why would she not put two and two together that perhaps my husband and I might share a surname, and ask us that question in an attempt to solve our dilemma?! She also tried to backtrack that when she said “I have to cancel it”, that she meant she just had to serve another customer, and not cancel our hire car booking. It came across as though this woman was being deliberately difficult and evasive. Like she’s getting her kicks out of upsetting tourists who dare visit the town. Well, lady, without us you probably wouldn’t have a job. Absolutely appalling, non existent customer service.

STAY AWAY We filled the car up 5 minute before returning it to the depot and even provided the receipt to head office as proof of refill. Once we returned from our holiday, we received additional charges for 20Lts of "missing fuel". Absolutely nothing we can do about it. Customer service is poor and the support is minimal. USE ONE OF THE OTHER PROVIDERS AT THE AIRPORT.

Very pricey($1400 for 7 days). This company only allocates 100km/day free(after that they charge 35cents/km), whereas other car hire companies have unlimited km's. I was given a 4wd, but wasn't allowed to use it on unsealed roads unless I paid extra.