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★☆☆☆☆

“Europcar-poor start to holiday”

written by John214 on 08/09/2015

I flew into Marseille from Bristol expecting to pick up the car and be on the road within 30/45 minutes which is my usual experience with other hire companies. Not so with Europcar Marseille I joined a long queue of other passengers as a Gatwick flight had also come in and we patiently queued at a desk where there was one staff member. From my observations it looked as though people who had decided to book on arrival were being dealt with by the same desk and there was no "fast track" system for pre booked vehicles. To make matters worse another staff member sat behind a desk marked for business travellers and was totally redundant. The queue stretched out through the door and another traveller who was obviously baking in the morning sun came forward to ask the queue to squash up so as he could get some shelter in the office. People were getting hot and bothered and although there was a cold drink machine in the office this soon formed a separate queue of its own. After waiting for thirty five minutes I started to time the people in front-Number 1 -23 minutes-no 2 27minutes -number 3 20 minutes- pretty poor start to the holiday to say the least. The unoccupied girl on the business counter finally decided to pitch in and deal with a holiday maker but when I rolled up after the couple in question she decided one was enough and shut the till and disappeared in a back room. During this horrendous wait a number of Europcar staff were floating back and fore but none stood in to assist with a view of reducing the growing queue. to add insult to injury the rolling information screened kept reminding the irate queue that the company was subject of a trip adviser award (??) When i eventually got to the front my business was interrupted by previous customers who had to returned as they could not find the car or there was a problem with the car- I unfortunately joined this circus as the reassurance that the car was not damaged failed to note significant scratches on the bumper and rear nearside. What an awful start to the holiday and I would rather hire a tandem than use Europcar again. (PS different response when I returned the car-loads of staff on hand to make close inspection of car-check mileage and ensure fuel topped up.

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