Had an issue with

Europcar

? Get a real response.

Lodging a Europcar Australia complaint works best when you combine a phone call with a written follow-up so there is a clear paper trail. Pick the channel that matches your situation and have your rental agreement number, pickup date and vehicle registration ready.

Phone Europcar Customer Service

• Post-hire complaints, charges and damage disputes: 1300 72 00 55 (also published as 1300 720 055).
• Pre-hire enquiries and bookings: 1300 13 13 90.
• 24/7 Roadside Assistance during an active rental: 1800 625 035.
• Lines run during business hours, Monday to Friday — call early and request a case number before you hang up.

Submit a Complaint in Writing via the Online Form

• Lodge through the official Europcar Contact Us form or the Customer Support hub.
• Select the right topic (Billing query, Damage claim, Vehicle issue) so your enquiry is routed to the correct specialist team.
• Keep a screenshot of the submission confirmation for your records.

Email Europcar Directly

• Send general queries and supporting evidence to info@europcar.com.au.
• If you are disputing damage charges, email Europcar within 7 days of the Initial Case Notification — this is a hard deadline to contest the charge.

Speak to the Branch in Person

• If the issue occurred at pickup or drop-off, ask to speak to the Station Manager before leaving the location.
• Request a written copy of any incident report, damage diagram and condition photos taken on site.

Include Strong Supporting Evidence

• Booking reference, rental agreement number and dated photos of vehicle condition at both pickup and return.
• Receipts, fuel dockets, screenshots of communications and a clear statement of the outcome you want (refund, fee reversal, written apology).

Europcar's published process is built around written acknowledgement, evidence review and a target 10-business-day response. Complex matters are routed to a specialist team and tracked under a unique case number.

• Acknowledgement: A case number and email confirmation are typically issued once you lodge by phone or web form.
• Assigned handler: Damage, refund and billing disputes are escalated to a Customer Care Specialist or the Damage Recovery Unit, depending on issue type.
• Target turnaround: Agents aim to resolve queries within 10 business days from the date you submit the dispute.
• Damage dispute window: You have 7 days from the Initial Case Notification to contest a charge in writing before the decision is finalised.
• Resolution outcomes: Full or partial refund, fee reversal, alternative vehicle credit, or a written explanation upholding the charge.
• Communication method: Primarily email, with phone callbacks available on request — quote your case number on every reply to keep the thread tracked.

If you have not heard back within 10 business days, reply to your acknowledgement email asking for a status update and quoting the case number. For wider channel options, see Europcar's contact page.

Across more than 2,100 ProductReview.com.au reviews (rating 1.2/5) and 2,900+ Trustpilot reviews, the same Europcar Australia complaint themes recur.

Unexpected Post-Rental Charges

• Hidden surcharges, "premium location" fees and administration fees customers say were not disclosed at pickup.
• Disputed extra-kilometre charges that don't match the agreed inclusions.
• Card surcharges — Europcar was fined $350,000 by the Federal Court in 2019 for overcharging 63,012 customers.

Damage and Windscreen Claims

• Customers report bills of $1,800–$2,500+ for minor stone chips, small scratches or dents.
• Charges frequently exceed independent repair quotes by a factor of 10 or more.
• A Europcar windscreen charge complaint is one of the most common dispute categories logged with AFIA.

Vehicle Condition and Cleanliness

• Scratched, dirty or worn vehicles delivered without proper pre-rental condition documentation.
• Pre-existing damage allegedly billed back to the renter after return.
• One customer reported a cockroach infestation during a family trip.

Refund Delays and Denied Refunds

• Customers describe waiting more than a month for promised Europcar refund disputes to be processed.
• Refunds denied when flights were delayed and prepaid vehicles were not collected.
• Limited written reasoning provided when refunds are rejected.

Pressure-Sell Upgrades at the Counter

• Reviews describe being upsold to larger vehicles or insurance products at pickup.
• Add-ons can lift the booking total by hundreds — and in some cases over $3,000 — above the original quote.

Poor Customer Service Responsiveness

• Scripted phone responses, unreturned emails and difficulty reaching a decision-maker.
• A Europcar customer service complaint often takes multiple follow-ups before reaching a Team Leader.