Returning the car was difficult, especially finding a fuel station and was forced to return without

The counter staff was helpful but we have argued on what`s included and not included. He tried to upsell (full insurance) even if I have explained I have the Axa Insurance booked through easyrentcars.com website. I have asked if the car is equipped for winter, the staff at the counter said I don`t have included chains in my booking and I need to pay other 6 euro/day. I have showed again my booking details, then he said I have included everything I needed. I left the airport, went on the highway and I have seen the snow chains are mandatory (even if there was no snow). Luckily, our friends were using their car and having spare snow chains in case the police would stop us. At drop off (drop off opens only at 9:00 so I had to wait in order to get my car checked). I wanted to wait because in Rome Fiumicino I had a bad experience with the check-up. Overall, I liked Europcar, but I would have preferred a bit more transparency regarding the snow chains.

Deposit issue: Deposit blocked on my card was different than the one on the booking (Europcar said that easyrentcar offered me wrong information about the deposit. Easyrentcar was claiming the deposit is 300 euro, Europcar was claiming is 500 euro, luckly this time, the difference wasn`t very big but in % is almost double. What if I rent a more expensive car, easyrentcars would inform me the deposit is 1500, then I arrive at the rental counter and they tell me it`s 2500 and I will have a limit on my credit card of 2000 euro and can`t rent?) Loyalty program could be improved: I would prefer a better loyalty program (when I use to rent directly from the same company, I was getting upgrades to cars quite easily + free weekends etc.). Now the "points" I gain n easyrentcars expire from one year to another (I started using the website in autumn last year and didn`t manage to change the loyalty tier as the year changed. Open claim: I have an open claim since October with easyrentcars for extrafuel charge which didn`t get solver until now (4 months later). Satisfied overall: Overall, I had good experiences with easyrentcars.com. I have started to rent more and more often with them instead of renting directly with the companies.

Everything else was great, just wondering when I will get my deposit back ??

Everything was good

Over 3 hours to pick up the car. Vehicle was not available gave us a luxury saloon car instead, but in Catania was useless and dangerous to drive. Another half an hour to switch to another car

All the information given was correct

The car was excellent and easy to drive. Everything was straight forward and no issues. Thanks for the great service.

Europcar counter staff was curt and inflexible to the point of being rude. I arrived at 7:45pm for my 8:30pm pick-up. I had buffered in some time in case of flight delay and also in case there was a queue to pick up and inspect the car. Counter staff insisted that she could only start entertaining me at 8:30pm and asked me to come back 45 mins later. For Budget/Avis early pick-up for up to an hour was no issue, which seems fair because if the customer is late for pickup the rental company does not have to honour the booking so most people turn up early. In fact she had offered me an upgrade option which she could process immediately at 7:45pm without having to wait which means the 8:30pm was only a tactic to make me upgrade and not has nothing to do with their pick up policy. She also hinted on processing my booking slowly if I did not take the upgrade. The service level should be consistent whether or not I took the upgrade, this was highly unprofessional behaviour. I was also given a Fiat500L instead of a Golf when I saw that there were at least 5 Golfs when I left the premises. I felt treated like a second class citizen because I had not booked directly with europcar and they did not hide it. Will only booked with Avis/Budget in the future when using this app. Europcar clearly does not really respect EasyRentCars compared to other apps like trip.com or Rentalcars with this staff’s attitude, I sincerely hope that changes overtime when the app gains more market share. you could get the sense that the staff is only motivated to cross sell more add-ons and not deliver on what the app already covers.