Avoid!! I rented a Mercedes for 6 days with Auto Europe and specified pickup/drop-off at the Malaga airport terminal. Issues: 1) Car pick-up and drop off with Niza cars was in an industrial area... See more
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Easy booking and decent prices, sure—but the ratings you flaunt are either laughably vague or straight-up fictional. If you actually want to know what you're signing up for, you’ll need to do your o... See more
Company replied
Again a very good experience with Autoseurope ! When arrived at the airport and wanted to pick up the booked car at gold car 🚗 they asked me ( gold car ) for a deposit of nearly 4000 euro and my cred... See more
Company replied
There was something wrong with the system. Paying extra for insurance didn’t lower the deductible and in some cases took it higher. Ordering from AutoEurope has normally been logical but this time it... See more
Company replied
Company details
About Auto Europe España
Written by the company
Desde hace más de 60 años, Auto Europe es líder mundial en alquiler de coches suministrando vehículos a viajeros de todo el mundo. Además del alquiler de coches, ofrecemos también alquiler de autocaravanas, coches de lujo, deportivos y motocicletas así como servicio de chófer.
Con más de 20.000 oficinas en 180 países, Auto Europe está comprometido con la satisfacción de sus clientes.
Con más de 20.000 oficinas en 180 países, Auto Europe está comprometido con la satisfacción de sus clientes.
Contact info
Landsbergerstrasse 155, 80687, Múnich, Germany
- +49 89 541 9556 03
- esres@autoeurope.de
- autoeurope.es
3.4
Average
4K reviews
Replied to 54% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Facil de entender
November 28, 2024
Unprompted review
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Very poor customer service
All fine when there are no problems with the rental company, but when there is Auto Europe absolutely does not take any responsibility even if the fault is theirs.
Could not pick up the car requested because I needed an american express credit card, which did not appear anywhere in the conditions provided to me by Auto Europe and they acknowledged this. I had to do practically everything myself to find another vehicle or just be stranded. Not even a refund was made.
July 13, 2024
Unprompted review
Reply from Auto Europe España
Dear Ms. Uli,
Thank you for your feedback. We take your concerns seriously and apologize for your negative experience and any inconvenience.
From your review, I understand that you have already contacted our customer service department regarding the matter.
For further communication regarding your case, we therefore kindly ask you to contact our customer service department. You can reach them in the following ways:
• Phone: +49 89 412 07 269
• Form: https://www.autoeurope.eu/completed-rentals/
Once again, we are very sorry for your negative experience and hope we can help you find a satisfactory resolution.
Yours sincerely,
Laura
Auto Europe Team
horrific customer experience
I have been a autoeurope customer for 10 years and this was the last time for their horrific customer experience. When i came ti take my car with europcar they told me i was 30 min late and they onbliged me to pay 24 euros more. There is nowhere mentioned this on the condition of auteurope. They are not taking responsability of anything. NEVE BOOK with them in spain!
August 6, 2024
Unprompted review
Reply from Auto Europe España
Estimada Saria,
Gracias por elegir Auto Europe.
Hemos recibido su comentário a nuestros servicios en referencia al problema ocurrido durante su alquiler de coche con nuestro proveedor local.
El servicio al cliente es una prioridad clave para Auto Europe y somos conscientes de que nuestros clientes esperan un alquiler que satisfaga sus expectativas en lo posible.
Con el fin de investigar este asunto en su nombre, nos gustaría pedirle que continúe con nuestro formulario en la web de atención al cliente usando el siguiente enlace:
https://www.autoeurope.es/alquileres-finalizados/
Aquí podrá presentar su reclamación, así como adjuntar los documentos necesarios para que podamos contactar con nuestro proveedor.
Atentamente,
Auto Europe
Easy to navigate the site
Easy to navigate the site, excellent prices, efficient renting process.
March 10, 2024
Unprompted review
This company is a scam
This company is a scam! Paid 100 EUR to hire a car in Tenerife and when I got there, the hire car company refused to hire me the car because they didn't accept my electronic bank debit card for paying the deposit. Auto Europe refused to refund my 100 EUR and claim that they staed in their terms that I have to use credit card. This was not true, their terms state that I should confirm with the hire car company the type of payment methods. The hire car company accepted debit cards, just not my electronic card. Auto Europe should refund this money, however, they are refusing. I am starting a legal dispute.
I'm editing this message after their reply which states I was told only credit card is accepted. This was the text I received in the email confirming my booking:
"La mayoría de los proveedores de alquiler de coches no aceptan tarjetas de débito.
Aunque un pequeño número de compañías de alquiler de coches aceptan tarjetas de débito, siguen siendo una minoría. Por favor, revise su bono-reserva para confirmar qué métodos de pago acepta su compañia de alquiler. En caso de que la compañía de alquiler acepte tarjeta de débito, se cargará a ésta la cantidad de la fianza y se devolverá al finalizar el alquiler."
This information is not telling me that debit cards are not accepted, rather it's telling me that this depends on the company. Since the hire car company DO accept debit cards and I was refused with a debit card, Auto Europe should refund this money. This seems like a scam to me to trick people into doing this while Auto Europe pocket the money.
I'm continuing with legal dispute
3nd edit:
You have information hidden away in your terms before booking yes. However, I would have been able to cancel this booking had I realised that only credit cards were accepted. Since you have included the paragraph I quoted above in your booking confirmation email, I was under the knowledge that debit cards WOULD be accepted from this company. This is the case, they do accept debit cards. I was not refused the hire car because it was a debit card, I was refused it because they didn't accept that particular bank. If I had a valid debit card I would have got the car. I will fill out your claim form and also continue with my legal dispute in parallel with this. I will also be contunuing to leave reviews about Auto Europe in other sites
February 17, 2024
Unprompted review
Reply from Auto Europe España
Dear Kevin,
Thank you for choosing Auto Europe.
According to your edited reply, it appears you haven't read the Terms and Conditions of the reservation when you were making it nor the same Terms and Conditions stated on your voucher, where you could find all the comprehensive information about this subject. Once you don't want to share your voucher number so we could explain you where you could find that information, the only option you give us is to let you know our customer service contacts - https://www.autoeurope.es/alquileres-finalizados/ - where you must fill the "formulario de reclamaciones".
According to your second edited reply, you say you presumed everything was ok by reading the information you got on that email. But that email clearly states "Por favor, revise su bono-reserva para confirmar qué métodos de pago acepta su compañia de alquiler." - "Please check your reservation voucher to confirm which payment methods your rental company accepts.". So we insist, did you check your reservation voucher to confirm which payment methods your rental company would accept? As told before, the use of other payment methods besides a valid credit card under your name is an exclusive premise of the rent a car company. If you make your reservation with Auto Europe and your voucher tells you to use a credit card, that is what you will have to do at the rent a car company's counter. Otherwise, you will be subject to all consequences that may arise from your failure to comply with the terms and conditions. We also would like to inform that the fact that the rental car company did not accept your card for the reason you mentioned has nothing to do with Auto Europe. You can present them a claim directly or you can ask Auto Europe to do it on your behalf by filling the above mentioned form.
Below you can find our original answer to your claim:
Please note that the Terms and Conditions that you find several times during the rental process in our website, including when you have to tick the "Terms, Conditions, Local Fees & General Business Terms" box before the payment (if you don't accept it you cannot go further in your reservation) clearly state, ALWAYS, that you'll need a credit card under your own name (same name as the main driver) so the security deposit can be blocked.
These Terms and Conditions are also summarized and written in a voucher with various instructions that is sent to the email you registered on our website so you can always check them anytime before your trip.
It is always possible to make changes, or cancel, your reservation until 48h before the rental begins. Unfortunately, it is not possible to do that after we get inside this 48h last minute period.
If you want to provide us more information about your reservation (there's a special channel on Trustpilot to do so), we can go over your voucher and explain to you where you can find all mentions to the need of a credit card to make the security deposit.
About the debit card question, there are indeed some companies that would eventually accept a debit card. However, they would oblige you to get their own full insurance and that would turn your rental into the double or more the price you paid.
We hope you understand.
Kind regards,
Auto Europe
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Different type of car (electric instead of petrol)
When we arrived in Stuttgart at the Europcar counter, they said that they have only an electric car for us. When we said that this is not what we have booked, they said that the intermediaries offer the difference between electric and petrol, but they do not. They only respect the category of the vehicle.
So we had to accept that smal electric car and we almost could not reach our destination. We have lost a lot of time with the car and searching for a station and downloading the app etc.
We were not happy at all with the booking and would expect you to compensate us for all the inconvenience we had.
January 25, 2024
Unprompted review
Reply from Auto Europe España
Dear Mr. Anthony Mills,
Thank you for choosing Auto Europe.
From what we understand, we believe that what Mr. Anthony is reporting is not a review to Auto Europe but to the rental company.
The rental company's obligation is exclusively to deliver you a car that is in the same category as the one you reserved on our booking engine. The image that customers have on our booking engine is that of a car that belongs to the category that the customer wants, to illustrate the type, size, configuration, etc. Rental companies, and therefore Auto Europe, cannot guarantee a specific make and model at the time of booking as everything will depend on the rental company's fleet availability at the time of pick-up.
As they didn't have another car in that category at the time, if you wanted to have a combustion car you would have to make an agreement with them, which would most likely cost you some local fee (or accept a downsizing without other compensation).
As you can imagine, nowadays there are hardly any distinctions made in the rent a car business between electric cars and combustion cars and the tendency is for combustion cars to no longer be available soon.
In any case, it would be nice for the rental company to have provided you with information about charging the car's batteries, but that would be a matter of goodwill on the part of local agents, something that we do not control and is part of the rental company's customer care. It's their car and their rental after all.
Sincerely yours,
Auto Europe
I was very disappointed by auto Europe
I was very disappointed by auto Europe. I booked a gold line car through auto Europe. I did not receive a confirmation email of the booking. When arriving to pick up the car in Lanzarote I was told I needed to £1100 deposit and £140 fuel deposit. This was not made clear when booking the car. I thought I had paid for fully comprehensive insurance directly with the booking. Rather than needing to pay gold line car and reclaim the money. The reviews for gold line are so poor I did not want to pay £1100 deposit +£140.
I have asked auto car Europe for a full refund and been told I have no grounds to complain. I have still not received the confirmation email of the booking detailing the terms and conditions which were unclear on the website. Very disappointed.
January 27, 2024
Unprompted review
Reply from Auto Europe España
Dear Kirsty,
Thank you for choosing Auto Europe.
Please note the terms and conditions of any reservation you make in our reservation engine are always stated in several moments of the reservation process as well as in the moment of payment of the reservation online - you cannot proceed to payment unless you click in the box to agree with those terms and conditions (that you can read, again, at that moment).
As a general rule, our reservations always involve a security deposit to be made by the rental company to the customer's credit card when picking up the car. This has nothing to do with Auto Europe, these are security measures from rent a car companies. Regardless of how it works, there is no change in this aspect when using the Auto Europe added protection product as it is not the rental company's own insurance. Only rental company insurance, carried out over the counter, and usually much more expensive, can reduce the required security deposit. In your case, we are still not sure what type of protection you have added for Lanzarote and, therefore, we have asked you for additional information through another channel.
Plus, once your reservation is confirmed with the local supplier you chose, you are sent an e-mail to the same e-mail address you fill in the reservation. You must check all your boxes (inbox, trash can, spam, etc) to verify if our e-mail was not considered spam by mistake (it depends on the security protocols of the e-mail system you use - gmail, outlook, yahoo, company e-mail, etc). You might want to take a look at those boxes in the date you made the reservation and/or the day after.
Sincerely yours,
Auto Europe
Hace días que tenían que haberme…
Hace días que tenían que haberme devuelto una cantidad que reconocieron que me cobraron de más y todavía estoy esperando la transferencia que me corresponde.
Sin respuesta, ni información al respecto después de tres mails reclamandola.
Para justificar mi petición, adjunto texto del mail que se me envio:
"Dear Customer,
Thank you for contacting Auto Europe in regards to your Excess Refund claim.
Based on our terms & conditions, we are pleased to inform you that we will refund the amount of € 310.00, which is the excess amount charged for the damage.
The amount will be transferred to your bank account within the next 28 business days.
Please note that under the Terms & Conditions of the excess refund product you have purchased the following items are non-refundable:
Fuel, refuel service and Tow truck € 350.00.
We trust that you will be pleased with this information and look forward to assisting you in your future car rental needs.
With kind regards,
Fabiana Trogu
Damage department"
November 27, 2023
Unprompted review
Reply from Auto Europe España
Estimado cliente,
Gracias por elegir Auto Europe.
Después de darnos más información sobre tu reserva (en el número que nos diste, el último no es un 9 sino un 5, lo que nos generó algunos contratiempos para poder darte esta respuesta), pudimos acceder a tu proceso de reembolso.
De hecho, ya han transcurrido los 28 días hábiles a que se refiere nuestra respuesta, por lo que parece que existe un retraso en el reembolso del importe en cuestión. Por lo tanto, ya se han activado los medios para que nuestro servicio de atención al cliente investigue el motivo de este retraso.
Entendemos la importancia de tu solicitud y nos disculpamos sinceramente por cualquier inconveniente que este retraso pueda causar. Sin embargo, tenga la seguridad de que nuestro equipo está trabajando diligentemente para responder a cada solicitud con el máximo cuidado.
Atentamente,
Auto Europe
Unprofessional customer service, professional thieves
Arrived at Barcelona Airport to pick up car to be told the name on the account was incorrect and didn't match my husbands drivers licence. But his licence matched everything else including the card it was paid for on, the email address etc. It is clear there was some technical issue where the wrong surname for my husband had been picked up. 2 hours trying to sort it at the airport with 4 children in tow and still got nowhere. We were told its tough it's our mistake (yes because my husband doesn't know his own surname?!?!) It was clear it was a technical issue but instead of modifying or refunding they kept all the money and we had to book another car at the airport. Absolutely appalling customer service and I will be pursuing to the ombudsman. Stay well clear of these cowboys and don't waste your time speaking to the most unprofessional customer service workers I've ever come across.
October 30, 2023
Unprompted review
Reply from Auto Europe España
Dear Angela Baker,
Thank you for choosing Auto Europe.
And thank you for giving us some more information about your reservation so we could give you a proper answer.
Indeed, the surname you placed on the reservation is different from the one that is mentioned in your husband's documents (at least on his driver's license).
Please note it's solely the responsibility of the car supplier to accept or not any difference that might exist on clients documents. You know we even spoke with the supplier office manager to try to give you a solution but unfortunately they refused.
If you check again your reservation voucher (page 4), you will see there mentioned that Auto Europe cannot refund any issue that might occur with customers documents. In that case, it will be the supplier to have a final decision, if accept or not to give you the car.
We are deeply sorry for this inconvenience but all the explanations were already given to you by our reservation department over the phone. They also explained that if you want to make a claim you can do it over our website (claim form you can fill there directly).
Kind regards,
Auto Europe
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Shocking policies with no accountability or customer care
So disappointed with this company we had a booking for 2 cars and spent over E1,000 on these bookings. We were delayed in fetching the cars by 2hrs20min and they cancelled our reservation and refused a refund. The shocking part of this whole situation is that they don’t even hand the money over to the car hire company, so when you request a refund or a change of booking they can’t assist you. A rip off agency who offers nothing and relies on the chaos of travel and delays to just take complete advantage of people. There were numerous travelers sitting at the car hire company in tears and many very angry as these companies just let them down and offer no assistance or compensation just shrugging shoulders and giving you the “it’s not my problem attitude” Traveling over days is exhausting and with a young family even more challenging, yet companies like this are allowed to operate with no recourse or compassion. They should all be shut down and not supported.
June 25, 2023
Unprompted review
NO CAR AND NO REFUND
My son booked a car on my recommendation as i have used this company a lot. NO MORE NOW. Hertz in Malaga Airport have been unable to provide the car he booked (he can only drive automatic) and have said they can not issue a refund because auto europe wont allow them too.
SO they can not provide the service he has ordered and will not give a refund. Surely that is illegal?
June 8, 2023
Unprompted review
Returning customer badly let down
Booked a car through AutoEurope for Madrid Airport, for collection at 11pm from KeynGo, Goldcar's car rentla with automated key collection service. Goldcar's desk closes at 11pm and they turn the machine off at the same time, and our flight was delayed 45 min or so which resulted in us arriving to find out we couldn't collect our keys... Ended up having to rent a 2nd car from another provider upon arriving. Rang AutoEurope the next day and they said they couldnt help us. We had to book another car upon arrival and drove back to Goldcar the next mornings to be told the booking was cancelled and were tried to be upsold an expensive rental. Goldcar said they received no money for the booking from AutoEurope and also said they sometimes stay open for people if delayed but that AutoEurope didnt provide our flight details (which we did provide to them). No meaningful assistance offered from AutoEurope, didnt offer to try find us another rental or subsidize the cost of us having to rent two cars for the trip... Companies should be a little more aware about renting people cars for 11pm collection when the office closes at 11pm...
May 26, 2023
Unprompted review
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Insurance confusion.
There was something wrong with the system. Paying extra for insurance didn’t lower the deductible and in some cases took it higher. Ordering from AutoEurope has normally been logical but this time it was not. It undermines my faith in the website.
March 10, 2023
Unprompted review
Reply from Auto Europe España
Dear Hjortur,
Thank you for taking the time to leave your feedback and we are sorry that your experience was not what you expected.
We at Auto Europe will always do our best to give you the best rental experience and with the help from feedback like this, we will continue to improve.
In order for us to help you, we would need some more details from you.
We have asked you to provide your booking number, so we could address and correct your concerns, it would be great if you could respond to that request.
Auto Europe offers a wide range of offers from different suppliers. The deductible or Excess is not something that we decide because it’s part of the policies of the different suppliers.
In essence, it means that if you are involved in an accident or your car is damaged or stolen, then you will have to pay a percentage of the total amount of repair or recovery costs during your claim.
If you’re not interested in paying this excess amount, Auto Europe can offer you a Zero Excess cover. This is only available at certain locations and through specific suppliers. Opting for Zero Excess will reduce the excess amount you would otherwise pay.
The Super Cover provides a full refund if the car hire supplier charges you for theft or damages to the car hire. With this option you are covered for items not included in the basic rates.
Keep in mind that the local car rental company requires a deposit to be blocked on the main driver's credit card when the car is picked up.
This deposit is held by the car rental company against any damage done to the vehicle, or in case the vehicle is stolen.
The deposit is generally made up of the sum of the insurance excess (also called deductible), the value of a full tank of fuel, and any optional charges you pay locally (extra insurance, equipment, one-way fees etc.).
Even if you have chosen the Super Cover product of Auto Europe the deposit will still need to be blocked with the main driver’s credit card to be able to pick up the vehicle.
When the rental car is returned in the same condition as it was picked up in, the deposit will be released. How quickly this blocked amount will be at your disposal again depends on your credit card company.
Our friendly and professional staff are available to answer your questions and provide you with assistance when booking a car hire.
Feel free to get in touch by phone or email us with any questions you may have.
Kind regards, Lidia
I've been booking there for years now
I've been booking there for years now, easy to book, easy to change if needed, best price and detailed info available.
January 21, 2023
Unprompted review
Reply from Auto Europe España
Dear Mr. Stein,
Thank you for your loyalty. We give our best to bring our customers unbeatable car rental rates. We are proud to help you find the perfect rental vehicle for your trip. We are constantly working to improve, placing our client's interests first in every situation we encounter. We can’t wait to hear where will you travel next, Helena
Refusing refund for a Service that was not provided
Our flight got delayed, we tried to contact you all morning to inform you. When we finally managed to talk to someone they said no problem, just to send an e-mail to inform the arrival time. When we arrived at the counter, we were informed that you gave our car away, and that you had no more cars available, but that you will not reimburse. This is theft, charging for a service that you did not give. Had it been a cancellation, I understand, but you refused to provide the service we paid for, although we advised you of the schedule change before the time of the scheduled pick up.
July 27, 2022
Unprompted review
Reply from Auto Europe España
Dear Noemi:
Thank you for taking the time to leave your feedback and we are sorry that your experience was not what you expected. In most cases, you’ll be able to collect your vehicle up to two hours after the scheduled pick-up time stated on your car rental voucher. However, the waiting time varies from supplier to supplier, Auto Europe have not impact in that decision. And being 10 hours late, Interrent decided that they couldn’t hold the car longer and counted it as a no-show. Best regards, Mario
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Very good service!!
July 25, 2022
Reply from Auto Europe España
Dear Glanluca:
Thank you so much for this 5-star review. We really appreciate you being a customer and helping to share the word about us. We’re here for you anytime. Founded in 1954, Auto Europe is one of the world’s longest-established car rental brokers, having built up an enviable reputation by working with all the leading car hire companies. We can always find you the right car for your trip and at the best price. Kind regards, Karen
sensible and fast
January 19, 2022
Unprompted review
Reply from Auto Europe España
Dear Nicolas: Thank you so much for this 5-star review. We really appreciate you being a customer and helping to share the word about us. We’re here for you anytime. Founded in 1954, Auto Europe is one of the world’s longest-established car rental brokers, having built up an enviable reputation by working with all the leading car hire companies. We can always find you the right car for your trip and at the best price. Kind regards, Isabel
Not helpful
Sadly, after using Auto Europe many, many times, we will leave their service. Never in the las 10 years using AE we cancelled. This past week, due to an illness of a person in our party we had to return the car a day early. We asked for a refund and they keep telling us about their policy. I am surprise they don't have some kind of exception for situations that are totally out of the control of the customer. So please be aware of this when you do your next reservation.
July 18, 2021
Unprompted review
Reply from Auto Europe España
Dear Claudia,
We are very sorry to hear about the incidence occured during your rental.
Unfortunately, there´s nothing we can do since, according to the terms and conditions stated on your voucher and in our website, no refund is possible for cancellations with less than 48 hours prior to the reserved rental start date and time, and for cancellations after the planned pick up date.
If you have questions or need assistance, don´t hesitate to contact our customer service department sending an e-mail to eucs@autoeurope.de
Kind regards,
María
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