Europcar Toowoomba Wellcamp Airport - Wellcamp, Queensland

Elizabeth C.

Where should I start with my experience? I booked and paid for my rental car through a third-party supplier, for collection and return to Toowoomba Wellcamp airport. I was not flying in the day of collection, so did not have a flight number to provide. I received confirmation of my booking and paperwork to complete from Europcar several days prior to arrival, which I dutifully completed the same day. In that paperwork I noted that my flight details on pick up were N/A. Today when I arrived ON TIME to collect my vehicle there was nobody at the terminal desk to meet me, only a sign with a phone number. When I phoned the number I was informed that there was nobody manning the desk and that I would have to collect my vehicle from the downtown location, or wait 1.5 hours for someone to come to the airport location to meet me. Fortunately my ride waited outside to make sure all was well before leaving me there, so I was able to make it to the downtown location (another 25 minute drive) to collect my vehicle. When I arrived it was made very clear by the staff member I dealt with that this was MY mistake since they do not man the airport desk except to meet incoming flights. I explained that there was nothing to say this through the booking process, and since I had never been to Toowoomba airport before and it's not normal practice at other airports, it was not my expectation. I was informed that it is stated on the Europcar website. I have now checked the website, gone through a dummy booking for exactly the same vehicle and same days and times, and found that to be untrue. Europcar direct bookings do not even require flight details. Multiple other car rental companies service Toowoomba airport, and based on the customer service experience I had I would encourage anyone considering booking with Europcar to look elsewhere. Europcar - your staff needs retraining.

Update: for anyone following along, the link they provided below does not go to any customer service contact, it's just another misdirection

Hello S.

Booked a car at Toowoomba airport. When I arrived they told me it was booked for Toowoomba Town Centre. Desk clerk made no effort to assist me. Basically said it was bad luck! Not happy. Now standing in line trying to find another vehicle from another company. So upset.

Charmaine D.

Impeccable service, highly recommended and will definitely be using Europcar rentals again.

Keiji S.

Rod H.

Linda T.

Jaimin P.