LoyaltyLobby story about Europcar scamming customer at Sydney Airport

[Mattg]

I came across this article on LoyaltyLobby about Europcar at Sydney Airport:

https://loyaltylobby.com/2025/02/10/reader-case-fraudulent-practices-at-europcar-sydney/?omhide=true

If the claims in the article are true, this all seems pretty dodgy. The main issues seemed to be:

• Europcar changed the price of the rental after the person had already picked up the car
• The person did not get the car they booked
• There was no report provided of existing damage to the car
• When they returned the car, they were told it was all fine but then an hour later (when the customer was already inside the airport terminal) Europcar advised they found a scratch and would charge for this. The scratch was already there when the customer picked up the car, which they had proof of, and Europcar's "proof" was an image of how the car looked two weeks before this person picked up the car.

The customer escalated this to Europcar's head office, and the extra charges were removed. Still, all in all, doesn't sound great.

 

[esquire]

Interestingly my company (>6500 staff in Australia) only offers Europcar as a last resort (ie manual request) - was told by our travel manager there were a disproportionately high number with claims and insurance issues compare to others. Wonder if this is related?

 

[anat0l]

Although the big car rental companies (except maybe Sixt and Budget) all have the collective ethical integrity about as worthless as a Zimbabwean dollar, Europcar has had a long standing bad reputation of dinging customers for almost any damage on checkout, no matter how small or superficial it may be, and - yes - like in the posted example, they are not above using underhanded and unethical tactics to bring about those damages.

You'd think they were on commission when they charge the customer for damages, really weird.

Still, probably better than being falsely accused of having stolen the vehicle and having the law come after you (*cough* Hertz *cough*).

 

[Happy Dude]

Would there be enough evidence to support criminal charges? Looks like a calculated attempt to steal/defraud.

 

[#flying]

I avoid Europcar like the plague. Not the first time they’ve engaged in questionable conduct.

 

[JohnK]

I may have posted how a Hertz employee at BNE airport tried to scam me around 6-7 years ago.

Returned the car to BNE international in the morning before 6:00 am and no damage to the car, and we went to BKK. Tried to check in at Millenium Hilton and credit card rejected. They had charged $3000 to credit card and I had to get on phone to Amex to allow us to check in.

Eventually the $3000 dropped off and the real charge went onto credit card. Can't remember exact amount now. $350-$650? Apparently the car was not checked before my rental and I was charged for damage that was not mine. Note I did have travel insurance so the money was not an issue but I did not want to be treated this way

I fought asking them to check airport footage of us returning footage but apparently this was lost or not available. I provided photos I took and eventually they returned all the money around Aug 2019. I requested compensation and they refused eventually agreeing to give me 600 Hertz points which was equivalent to 1 days rental.

And here is where joke continues. I had 1100 Hertz points which was enough for 2 days car hire. Covid hit and we could not go anywhere. It took more than 1 year for Hertz to credit the 600 points and the test of the points expired. I tried to fight and in the end I lost the 1100 points + 600 points compensation. I even posted on Hertz Facebook and someone got in touch and pretended to help but nothing.

I do not understand how staff are allowed to get away with this stupid practice of attempting to stealing money. And the Hertz customer care dumped with endless back and forth and stealing 3 days car hire from me. I gave up and said never again.

Unfortunately I did use Hertz last year in Thailand via QEEQ and again this year. I returned the car on 21 January and was told all ok. They have still not returned the 10,000 baht deposit they promised to return and we are now starting week 4. No email and nothing from QEEQ either. This one could be fun. And I do have travel insurance so not worried about the deposit but don't want to be scammed.

I'm hiring from Europcar in SYD on the weekend and I have prepaid 2 days car hire.