Launceston, Australia
Terminal Building, Launceston Airport
N/A
+61 363919161
We arrived at airport to no-one on the counter - after 3/4 hr rang the 1300 as no response to number displayed. The employee turned up - rushed me through paperwork as he apologised he was busy & please sign here, here etc. Told us where the car was & gave us keys. In hindsight we should have carefully read the document & query the charges but at end of day left & only discovered when invoice sent through extra charges & when ask to investigate get a response back we signed agreement so we were informed of charges - extremely bad customer service & will never use company again. Plus the car was riddled with ants inside & out...
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My family and I reached the airport around 12:30 pm and my car was booked at 1:30 pm. The counter staff said I can only take my car at 1:30 pm..and didn’t even check in the system on my booking number to see if the car is ready and if I could take the car earlier. This was what told to other customers. So I waited.. 1:30 pm being attended, paper work done, and without giving me the car key, asked me to walk outside and turn left and wait at a blue bench.. waited for 20 mins and I approached a staff in the Carpark area, he helped to check and said the paper work was not done.. so I have to walked back to the counter and confirm with them that the paper was done and they passed me the key...! Why didn’t the car key passed to me once the paper work was done in the 1st place? Such a waste of time. I left the airport at 2:30 pm ! The counter staff should coordinate with the Rental Carpark staff more effectively. Customer wants to get the car quick , fast paper work and drive off.
Prompt Service at the pickup office at Hobart – our car was ready and once our turn came on the counter – it took just five minutes to get the car keys. We had done online check in previous night. It was almost New Car, exactly one which we booked, clean and sparkling. Though the overhead display was not working. We drove it for next 5 and half days, covering over one thousand km and returned the same at Launceston Airport drop-off point. There was lot of confusion regarding exact location for the drop-off point, as the map was showing it at a distance of 1.6 km from the airport – in between green fields. Repeated calls the help line could only confirm that there are signage on airport for the drop-off point, but no more information. Call on the number provided for the drop-off station was also landing only at their call centre, instead of landing on the drop station. Though we found it near airport only, still signage were not fool proof. The drop-off procedure was just handing over the key to some one wearing a Europcar T-shirt, with out any acknowledgement, neither joint inspection for the damages (if there was any). So we were tense for next 24 hours, if the car has actually been received by Europcar and at the mercy of the Europcar, regarding damage or any other claim on the car. Finally only after receiving the Invoice after about 24 hours, did we conclude that all ended well.
I wasn't sure on how my booking here would play out, as the prior reviews didn't fill me with confidence but to my surprise it was a great experience. I came in at a busy time with 2 flights off loading and there was only gentleman manning the station but he was efficient, polite and did his best with a line of people. He also provided me with a great van option after the larger car I had booked wasn't there.
Had a booking confirmed for a truck and then received an email afterwards saying that "we have had someone extend their booking for another week. What that means is that we cannot supply you with the requested truck." Not sure how that is possible, the person should have to return the truck and then can book it again after my hire is completed. poor customer service
For our Tasmania trip we had hired car from this place. The formalities didn't take longer for us as everything was already completed online. But we had to wait longer in queue for other to complete, it was a bit slower. Due to some confusions in the pick up time, we had to wait there for longer until the car got washed. However, as they promised, they handed over the key in time. The car was new and clean.
Ange was great! Helped us out sorting the car and was super friendly throughout! Thanks!
Kylie - Station Manager - very friendly, helpful and nothing too difficult for her to solve. Great asset to the company. 5 Stars service. With a Big SMILE!
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