Europcar LAUNCESTON AIRPORT

Reviews, get directions and contact details for Europcar LAUNCESTON AIRPORT

Address: Terminal Building, Launceston Airport, Launceston TAS 7212, Australia

Phone: (03) 6391 9161

Website

State: Tasmania

City: Launceston

Zip Code: 7212

Opening Hours

Monday: 7:30 AM – 9:30 PM
Tuesday: 7:30 AM – 9:30 PM
Wednesday: 7:30 AM – 9:30 PM
Thursday: 7:30 AM – 9:30 PM
Friday: 7:30 AM – 9:30 PM
Saturday: 7:30 AM – 9:30 PM
Sunday: 7:30 AM – 9:30 PM

Update Info

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Reviews

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.

      
      
      
 8 years ago (20-02-2018)

Terrible customer service. Will never use again. Impossible to reach the actual branch at Launceston Airport with an urgent query as the supposed "direct number" takes you over and over again to an Indian call centre who are unable to answer any specific questions. When will large companies learn that good old fashioned customer service and being able to speak to someone actually at the location when you need it is critical.

 9 years ago (26-10-2017)

Very bad customer experience.
Very strict with documents, unable to hand in digital copy.

 9 years ago (21-12-2017)

I booked a Europcar car (premium C class Mercedes as it was my honeymoon!) through Driveaway Holidays. I paid in full and the car was confirmed. I gave DriveawayHolidays my flight details, contact number etc so they could pass it on to Europcar. The week of my trip, I called up Europcar (after seeing some pretty bad reviews on ProductReview) to confirm my booking. I called their number on the website (only number available - 1800 number). "Yes" they told me "everything is confirmed. We have you arriving at the airport on QFxxx for a 10am car pick up - Mercedes C class or equivalent. We see everything is paid. Nothing to worry about. All confirmed."

Arrived on time to the airport, went to Europcar and greeted by Omair who told me that our was not available but we could get it in about 5 hours. 
We told him that we planned on driving to Coles Bay immediately (3 hours from Launceston) and weren't going to come back to the airport until the departing flight. He told us that was too bad because that's the only thing he could do - could we consider going to Coles Bay and then coming back the following day to pick up the car we ordered? (3 hours to Coles Bay, 3 hours back to get the car, then 3 hours back to Coles Bay.) That was Omair from Europcar's only solution.

Here are some solutions I suggested to him
- could we get an equivalent car? (Omair's repsonse: no none available.)
- could we get a lower rate car and have the difference refunded to us? (Omair's response: can give you a lower level car but no refund of difference since we booked through DriveAwayHolidays.)
- why didn't they contact us the day before when they knew the car wasn't going to be available? (Omair's response: we did not have your contact number because you booked through Driveaway Holidays.) 
- why didn't you call DriveawayHolidays and get our contact details to let us know? (Omair's response: We don't do that.)
- how was the vehicle 'confirmed' a few days ago when I called Europcar hotline? (Omair's response: We are not responsible for what Europcar hotline says because they are based in a Manila call centre and I should have called Launceston office directly.)
- Where is the Launceston office direct number? I google searched for Europcar Launceston and the only number that came up was the Europcar hotline. (Omair's response: well we don't have a Launceston office landline. We do have a mobile number though - we do not have a business card with the branch number or anything, we do have an A4 piece of paper with the Launceston branch mobile number stuck to the Launceston Europcar counter.) 
- How are people supposed to know the Launceston branch number if it is only available from that piece of paper on the Launceston Europcar counter? (Omair's response - don't know, not his fault.)

Basically Omair from Europcar told us that this incident was no fault of Europcar. He offered no apology. He blamed us for booking through DriveAwayHolidays. He blamed us for not confirming the car with Europcar Launceston at the airport. He blamed us not being able to drive 6 hours and come back for the car at a different time. He told us that even if we pay and confirm for a car in advance, there can be no guarantee on Europcar's part that the car will be available.

Not sure if this is just Omair's response or if Europcar is really that careless as a business. Either way looking at the reviews on this site, Europcar is clearly not a customer-service based business. If you want to enjoy a holiday and are relying on a hire care for a certain pick up and drop off time, please consider going to another company because I don't want anyone to go through the stress that I had to go through on my honeymoon. It's just not worth it. 

Thank goodness DriveawayHolidays was super supportive, offered to organise a new car for us immediately and refunded us the difference promptly. 

STAY AWAY FROM EUROPCAR!

      
      
      
 9 years ago (03-10-2017)

Couldn't ask for better service.  Thanks guys.

 9 years ago (20-12-2017)

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Reviews, get directions and contact details for Europcar LAUNCESTON AIRPORT

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