Europcar International – Misleading information and overcharging - Rental agreement No. [protected] April 2025 - Case #22972337

I rented a car at Heathrow from Europcar on Saturday 19 April (Rental agreement No. 157754193) and was misled in relation to premium insurance charges, which was not part of the original on-line booking made for the rental period.

I advised Europcar of this issue on the same day (3 May) via email and on Tuesday 22 April they advised "rest assured we will address the issue of the premium insurance charge, as we understand that you have informed us from the outset that this was not required".

At end of the rental period on Saturday 3 May, I returned the car (with no damages) and was charged in full for the premium insurance that I had understood would not be charged. I complained at the Heathrow desk and was advised that there was nothing that they could do and I would need to raise the issue with customer services.

I did so and have received an email response from the same individual at Europcar who advised that Europcar would "address the issue" to state that they have investigated the matter and that no refund would be due.

I have emailed them repeatedly (twice on 3 May and again today) and receive the same response. I have requested options on how to escalate the matter within Europcar but am given the same email address and reference to terms and conditions only, with no reference to the previous email advice provided. I have retained copies of all email communications.

I hope that you can assist