How does Europcar treat you as an Elite?

[AdMEL]

Hmmmmm ...... no pun intended ...but 'the wheels may have fallen off'

Points are just not posting to Velocity of late despite all the correct data being on the bookings / rental agreements etc.
I'm having to do a high number of 'pain in the cough' retro claims of late .......... 'Not happy Jan'

Nothing new! This has been happening for years. I gave up chasing them after a couple of times where they either didn't ever respond or did and told me I wasn't eligible as the rental agreement was in the additional driver's name! Too hard! They make Hertz look good!

 

[Deleted member 29185]

I think my bad run with rentals not crediting to VA has been due to me booking through the Accor link. I just noticed tonight, that you can in fact select VA as the preferred partner rather than waiting until the pick-up and hope the check out person knows how to add the Velocity number (if you remember to tell them). For those like me who hadn't noticed, when you get to the select a car page, there is a link down in the bottom right corner that says something like "search other vehicles". Click on that and you can log into your Europcar account via the "express booking with Europcar ID" link (nothing express about it). With that done, you can select your preferred vehicle and extras and finally on the last page there is an option to select either Accor or VA (or I suppose whoever your preferred partner is....mine just gives the VA option).

I'll be interested to see if this fixes the problem with VA points not happening as I'm getting a bit sick of the retro claim saga. I have 6 retros in (for over 6 weeks now) and 1 was approved just yesterday. I probably have another 3 or 4 to lodge but I'm dragging my feet a bit as it is a tedious chore.

BTW, this method still keeps the Accor discount.

 

[Kolo]

All these retro claims we do must be awfully inefficient use of VA and Europcar time.

 

[Deleted member 29185]

All these retro claims we do must be awfully inefficient use of VA and Europcar time.

Awfully inefficient use of MY time! I quite loathe doing them and it makes me wonder if that's the intention. How many people just wouldn't bother....or even know they've been gyped? I have probably another 3 or 4 I have to do and it's not high on my priority list but it is holding me back from a status level jump.

 

[Deleted member 29185]

Advice sought from AFFers on my current rental.

Late into BNE last night and all I really wanted to do was get home. Got to the Europcar office in the carpark to find the rental not waiting, even although I'd had it booked for weeks) and the guy telling me they still need to clean up an FCAR vehicle (FCAR Passat booked). When I said I didn't want to wait for them to clean a car they should have had waiting, he offered me a Camry (FDAR) saying it was the same class. I disagreed with him and said I didn't want a Camry (I don't particularly like them) and I said to him what about my 1 class upgrade I was supposed to get so he offered me a RAV 4! :shock: WTF.....since when is a Rav 4 an upgrade from a full size European car? I politely told him he can keep his Rav 4 so he instead offered me a 1 or 2 class downgrade to the Jetta, which I accepted as I just wanted to get going.

I've looked on line and on the Europcar AU site, the Passat is listed higher than the Camry and shows the Sat Nav equipped Passat is listed as the highest class vehicle under the luxury class Mercs. The reason I booked the Full size car was that I'm taking the whole family this time on holidays so need the 5 pax + 4 cases (the Europcar site says the Camry is only 3 cases but the pictures suggest 4 cases ). I've got the Jetta which is also listed as 5+4 but will be squashier than the Passat.

Should I complain and request the correct car class or just accept that I agreed to the Jetta? They haven't reduced the price at all and have left the fee at the Passat price. I have it for 5 days of which I only need the larger car for going to the airport next week.

 

[PLANT]

Are you VIP or "just" elite.... My experience is if available upgrade.... Always ask and don't expect much..... Always seek senior rep at counter on phone.

 

[AdMEL]

Advice sought from AFFers on my current rental.

Late into BNE last night and all I really wanted to do was get home. Got to the Europcar office in the carpark to find the rental not waiting, even although I'd had it booked for weeks) and the guy telling me they still need to clean up an FCAR vehicle (FCAR Passat booked). When I said I didn't want to wait for them to clean a car they should have had waiting, he offered me a Camry (FDAR) saying it was the same class. I disagreed with him and said I didn't want a Camry (I don't particularly like them) and I said to him what about my 1 class upgrade I was supposed to get so he offered me a RAV 4! :shock: WTF.....since when is a Rav 4 an upgrade from a full size European car? I politely told him he can keep his Rav 4 so he instead offered me a 1 or 2 class downgrade to the Jetta, which I accepted as I just wanted to get going.

I've looked on line and on the Europcar AU site, the Passat is listed higher than the Camry and shows the Sat Nav equipped Passat is listed as the highest class vehicle under the luxury class Mercs. The reason I booked the Full size car was that I'm taking the whole family this time on holidays so need the 5 pax + 4 cases (the Europcar site says the Camry is only 3 cases but the pictures suggest 4 cases ). I've got the Jetta which is also listed as 5+4 but will be squashier than the Passat.

Should I complain and request the correct car class or just accept that I agreed to the Jetta? They haven't reduced the price at all and have left the fee at the Passat price. I have it for 5 days of which I only need the larger car for going to the airport next week.

View attachment 44034

It really annoys me when reps try and tell you that a lower class car is in the same car class when they don't have what you reserved. I think they take us for fools! They should check our membership level before trying that rubbish! It's happened to me at Thrifty (rep eventually backed down and admitted XR6 I booked hadn't been returned, but I cancelled and rented from Avis) and Hertz. It also annoys me that they think a coughpy SUV is an upgrade to a premium sedan!

I've exchanged cars with Hertz before with no problem (usually due a minor mechanical issue), but never tried with Europcar. I usually ring first and explain the situation, so they know I'm coming and I know they have what I want ready. Not such an issue at large airport locations though.

 

[Deleted member 29185]

Thanks for the replies. To update, I rang Europcar BNE and the manager there confirmed they had few full size vehicles. He also reiterated a Rav 4 is considered an upgrade from a Passat :shock:.....what absolute drivel. He did eventually relent and supposedly arranged for me to swap to a Passat at OOL. I drove down there only to find out they knew nothing of the so called swap deal and they themselves had very few vehicles and proceeded to tell me they only had one Passat left as they had been giving them out as an "upgrade" as they had run short of smaller vehicles. I said forget the upgrades, I just wanted what I booked and they could have the Jetta to "upgrade" people to. She agreed and the swap was done, along with a $50 discount for my trouble.

I'm now happy, but it cost me a couple of hours today to manage it. Given I have 8 outstanding points claims (6 of them now 2 months old), I outstanding "qualifying" rental claim (2 months old and holding me up from progressing to Elite), CNS gyping me for fuel (stole $22 for a supposed 6 litres when I had filled, can prove I filled and can prove via their own paperwork it would be impossible to use the 6 litres for the distance I travelled and they won't even respond to the email I sent), having been told by CNS I'd have to pay for an upgrade (an unasked for upgrade) even though I was entitled to it as an "executive", being totally ignored at CNS with a booking made and accepted for a rental only to turn up and find the counter (int) unmanned and then told I'd have to walk to domestic with luggage in tow to pick up the keys (dream on, I rent so I don't have to walk.......taxi was out front and they got the cash in lieu) and now getting fewer and fewer decent upgrades, I think it's time I reassessed my Europcar loyalty. The upgrade is the only reason to stay loyal as the discounts were removed a year ago. Hertz is equally as pathetic so I'm thinking a return to Avis may be on the cards.

To the question above, I'm supposed to be "elite" status, but I'm not due to Europcars cough computer system and penchant to ignore claims indefinitely, but my rentals are enough to have their AU office email me offering a corporate account. I haven't yet responded but I think I might let them know where they can insert their corporate account. It gets to a point where it just becomes too difficult.

 

[bass_ke]

Good day folks! Just wondering what experiences have been like at CBR!

 

[Kolo]

I have rented twice from there as an elite. First time booked a basic corolla and got a top corolla, second time booked an i20, and got a Golf.

 

[Deleted member 29185]

Status: Executive
Location: CNS Airport
Car Booked: Base CDAR
Rate: $61.68
Car Received: Golf ICAR

Notes: Not a bad upgrade given my last x number of cough upgrades at CNS. Booking not ready and had to wait for it to be done. Booked for Int. but due to being tightarses they fail to roster on enough staff and expect pax to drag luggage around to the Dom terminal to pick up the car. That was about 5.30 on a Friday afternoon......I'd expect that would be a peak time in CNS. All in all, Europcar CNS still is nothing better than an ordinary rental experience and continue to show no gratitude to frequent renters. Taxi is a better option.

 

[andye]

Status: Elite
Date: Jun 15
Location: BCN
Car Booked: Merc Viano (9 seater)
Rate:8 days for $792.24 on Au site booked very early
Car Received: Merc Viano (no conceivable upgrade)

Didn't charge for a dented wheel-arch (not sure if they didn't notice or that's fair game in Spain)

 

[andye]

Status: Elite
Date: Jun 15
Location: LHR one-way to LCY
Car Booked: VW Sharan (7 seater)
Rate: GBP49.03/day + GBP33.00 One-way fee
Car Received: VW Sharan

 

[andye]

Status: Elite
Date: Jul 15
Location: GLA
Car Booked: CDMR (Vauxhall Astra (x2))
Rate: GBP 16.98 /car/day
Car Received: Vauxhall Astra (x2)

 

[Deleted member 29185]

Status: Elite
Location: BNE Airport (one way, return OOL)
Car Booked: ECMR (Hyundai 3 door manual)
Rate: $58.48
Car Received: CDAR (Hyundai 5 door auto)

Notes: Not sure about others, but to me it seems like all those nice A4 surprises have disappeared (Yes, Audi is no longer a Europcar stable-mate, but.........).

However, on a plus side, it also seems like Europcar has been "forgetting" those ridiculous one way fees between BNE and OOL, which suits me just fine!

 

[Deleted member 29185]

Status: Elite
Location: BNE Airport (one way, return OOL)
Car Booked: ECMR (Hyundai I20 manual)
Rate: $94.30
Car Received: IDAR (Hyundai Accent)

Notes: Not sure about others, but to me it seems like all those nice A4 surprises have disappeared (Yes, Audi is no longer a Europcar stable-mate, but.........).

However, on a plus side, it also seems like Europcar has been "forgetting" those ridiculous one way fees between BNE and OOL, which suits me just fine!

I recently asked about the lack of good upgrades of late and was told:
1/ Book the car you want, upgrades are never guartanteed
2/ Europcar will only upgrade if they have no others in stock
3/ Quality cars were having km's runup unnecessarily so those upgrades have been stopped
4/ a decision had been made to not upgrade to special vehicles.

On the one way fee front, I was told 4 or more days hire does not attract the fee (I specifically asked about BNE-OOL) but three or less does. Seems that hire I quoted above was the exception rather than the rule.

 

[lovestotravel]

Yep the days of good upgrades with Europcar are definitely over

Several rentals in Australia and NZ and all the recent ones have been "sorry no upgrades available" when pushed.

At this stage I'll normally jump on my phone and start to make a booking for a higher class vehicle, and them show the staff member that their website shows cars... Works about 1/2 the time, but hardly worth the hassle now

So I am back to renting from whoever is cheaper again

Hertz seem to have a newer fleet in both AUS and NZ again, which is good. Also their Audi's in Australia are a very nice addition

 

[Denali]

Status: Elite

Darwin
Booked economy/small, got a Outlander (yeah! but was prepared to pay for upgrade).
It was filthy and I had to take video and phone the desk because of multiple damages to the car that wasn't marked on the paperwork.
At least 4 times during the paperwork part was reminded that "as an Elite member...."
I swear they gave us the wrong car because a similar car was parked in the bay that we were told to go to (different rego) so maybe that's why the damages on the paperwork was so wrong. The car that the keys opened was a few bays down.


Auckland International Airport x 3 recently. Lucky to get a friendly hello let alone an upgrade and return was even less enjoyable.

 

[Deleted member 29185]

I'm not far off VIP staus and I'm going to try that out to see if there's any noticable difference, but if there is not, I'll be shopping purely by price from then on. I'd actually like to try Avis again, as even though they don't have a loyalty scheme, they do seem to look after frequent renters with upgrades (at least that's been my experience). I can't believe Europcar and Hertz have both taken the attitude that loyalty members are there to be treated poorly and ripped off when they can get away with it. A pretty bizzarre way of operating IMHO.

 

[AdMEL]

I'm not far off VIP staus and I'm going to try that out to see if there's any noticable difference, but if there is not, I'll be shopping purely by price from then on. I'd actually like to try Avis again, as even though they don't have a loyalty scheme, they do seem to look after frequent renters with upgrades (at least that's been my experience). I can't believe Europcar and Hertz have both taken the attitude that loyalty members are there to be treated poorly and ripped off when they can get away with it. A pretty bizzarre way of operating IMHO.

I mostly agree regarding Avis, though even they can be extremely variable! I recall renting an SV6 from OOL a couple of years ago and receiving what seemed to be one of the oldest in the fleet (nearly 50,000km), parked as far from the counter as possible. This was dropped off before flight home to MEL, where I received a brand new SV6 parked directly out front of the Avis office!

Such contrasting service! Can only assume OOL didn't care about frequent renters and MEL did.