Europcar Madrid Aeropuerto T1 in Madrid

Beware of Europcar's Shady Practices! I want to share my terrible experience with Europcar so others can avoid the same nightmare. I booked a rental car at Madrid Airport (through KEDDY by Europcar) from October 22-29, 2024, and fully prepaid the reservation, including insurance. Despite this, Europcar charged me an additional EUR425.05 upon return, even though their agent confirmed the reservation was fully paid and this amount was just a hold for deposit purposes. The car was returned on time and in perfect condition. Yet, instead of releasing the hold, they double-charged me, claiming no responsibility when I contacted them for a refund. Customer Service Nightmare: * I've emailed Europcar with all evidence (booking confirmation, payment details, and invoices). * I've called them five times only to be met with refusal to refund my money and a complete lack of accountability. After researching, I discovered many other Europcar customers have faced similar double-charging issues, and the company has failed to return their money in a timely manner. I'm disgusted by Europcar's dishonest behavior and lack of customer care. This EUR425.05 charge is blatant theft, and I will not let this go unnoticed. To anyone considering Europcar: Think twice before renting from them. Their practices are deceptive, and their customer service is unhelpful.

Pros: Convenient locations, great customer service, relatively fast pick up and drop off, good pricing, reliable vehicle Cons: Car was received with significantly dirty exterior (due to a storm the night before apparently), had to be insistent with checkout agent to mark evident car body damages during pick up, manual transmission with 1st and reverse shifts on same position was very annoying. Satisfied Europcar customer. Would not hesitate to rent a car with them again next time I need to drive in Spain.

Professional and helpful people who understand customer service, care and provide the latest vehicles to choose from! I will be back!

Clear pickup instructions - rental desk was easy to find in T1. Friendly, competent staff. No wait, quick process with online preregistration. Car lot is only a few steps away across the road. Car was very clean. This was my first experience with Europcar; I would not hesitate to use them again.

Car pickup outside terminal 1 Madrid Airport car park. Key handover was smooth. But the car had a lot of dents & scratches around the car. Car condition 5/10. I mentioned to the Europcar staff at parking that the car got so many scratches but he told me that all of them already documented in the agreement (in Spanish). I trusted them coz I am not Spanish literate. To my surprise when returning the car, the staff at the parking lot said that he found new scratches on the car, which not reported in the agreement during pickup. Luckily i did took photos of the car condition when I received the car. After I showed them the photos as the proof, then only the staff from the office declared that the scratches is not new . If not, I would have to pay for something that is not my fault. So my advice is please take PHOTOS OF ALL ANGLES OF THE CAR DURING PICKUP (unless the car is flawless), just to avoid all the hassle of defending yourself. Otherwise no extra/hidden charger by Europcar. I paid for what I ordered on Europcar website.

Reserved and paid extra for a modern plugin hybrid (Lync Co). I got an old, fully scratched & damaged Jeep which kept giving error messages, including engine & oil warnings. Asked the check in desk for an alternative, unfortunately they declined. The engine and oil warnings caused us a lot of extra stress during our vacation. Europcar also did not document all of the existing damages, so had to spend extra time to get those added. See photos. I an sure they will copy + paste their standard response to this review ("please fill in our web form to send your complaint"). However, their webform does not even work. Update 1: they are now saying I didn't return the car even though I did and got an email with a signed document. Their automated response below refers to a webform which still doesn't work. Stay away Update 2: After 2 weeks, nobody reached back. Not clear if they found the car. Will check with my bank.

Car rental at Madrid airport Desks are clearly signed If desk is closed there is a cabin across the road Cars were average, clean and well maintained. Rental return clearly signed

This was like I'd wish every car rental would be. Pick-up was very fast and pleasant. No upsell trickery. Car was rather posh, fast and fun to drive. Return was again very quick and painless (despite not having taken the full insurance). Also at the return the staff was great.