Europcar Queenstown Airport

The pick up process and the car itself was all satisfactory. However the return process and then the charging of the car has been totally abysmal. 10 days ago I returned the car, 45 minutes ahead of schedule. The counter at the airport was super busy, so the representative asked me to put the keys into the drop off box. Two days later, I found out that I had been charged for one extra day as they had waited two hours to process my drop off. I then tried to raise this Europcar error with their telephone call centre. They demanded I provide proof which I was lucky to be able to provide as I had a time-stamped photo of the car at the airport at drop off. They then agreed to refund the extra days difference. Ive eventually received this, but in the course of this, they have charged me ANOTHER two days car rental which is pending on my debit card and Im not able to use these funds. I raised this with the call centre supervisor last week and they promised to escalate the issue. Im still waiting for any more communication from them or resolution 10 days after drop off. I think this is a most atrocious case of customer service, and I will never be using Europcar again and will certainly be recommending against any of my friends or family doing likewise. 17.3.2023 As a footnote to my review of 3 weeks ago, Europcar responded, virtually immediately, with the offer below for me to connect with their customer relations team via the link (to Europcar UK) shown. I emailed them within 24 hours and three weeks later I have not had one response to that email nor has the outrageous overcharge been refunded. What a shallow offer! Zero genuine respect or care for customers.
Mar 19th, 2023

Apr 6th, 2023

Easy pick up and drop off at the airport. Staff was wonderful and helpful.
Mar 22nd, 2023

Mar 20th, 2023

Mar 17th, 2023