Europcar
Got kids? Beware of poor service

On 20 September we arrived at Lanseria Airport at 22h00 having been delayed 1 hour thanks to Kulula. (I don't blame Europcar for this.) That same morning I phoned the call centre with my booking reference & asked for a car seat. They kept me on hold while they contacted Lanseria to confirm availability. Once confirmed I agreed to the booking & the R300 fee. We go to collect the car and... no car seat. They suggest loading the luggage while they get the car seat. 10 mins later I return to the office to find out what's going on - nothing. 5 mins later someone comes and asks if we only want 1 car seat - and then disappears into the darkness. 20 minutes later I go back to the office to find out where the seat is - apparently being fetched from the washbay. Seat finally arrives and neither of the 2 people can fit the car seat into the car. And the child restraints on the car seat aren't secured. So we were delayed a further 45 minutes with a car seat I had to pay R300 for which doesn't secure my child.
To top it all off, I log a customer service issue on their web site yesterday and have had NO response in over 24 hours - not even an automated response with reference number.

Company: Europcar
Country: South Africa
City: Lanseria

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