Auto Europe Sverige Reviews 1,129

Reply from Auto Europe Sverige

Jul 30, 2025

Dear Michell Elbe,

We are truly sorry to hear about the difficult situation you experienced at Palermo Airport and the frustration this has caused. We understand how incredibly stressful it must have been to be stranded without a car in the middle of the night, and we sincerely apologise for the inconvenience and added expense you incurred.

We recognise your concern about the refund, and we want to explain why this decision was made, even though it's certainly not the outcome we or you would have wanted. As stated in the Terms and Conditions on your booking voucher, which you received upon confirmation, it is explicitly outlined that:

"Auto Europe does not refund should the client present an unacceptable credit card at the counter or a credit card with not enough credit for the deposit."

The requirement for a valid credit card in the primary driver's name, specifically an embossed, non-electron credit card, is a critical condition set by all local car hire providers for the security deposit. Unfortunately, without this specific type of card or sufficient credit, the local supplier is unable to release the vehicle.

We understand that you attempted to resolve the issue on the spot, and we truly appreciate your efforts. However, as Auto Europe acts as a broker, arranging your car hire with the local car rental company (Sicily by Car in this instance), the rental agreement itself is ultimately between you and the local provider. Our role is to facilitate the booking and collect payment on their behalf. The strict adherence to these terms by the local supplier, even in challenging circumstances, is why we cannot issue a refund in this particular situation. These policies are in place to manage the financial risks associated with vehicle rentals and are applied across the industry.

We deeply regret that you felt unsupported. We strive to provide excellent service, and it's clear we fell short of your expectations in this instance. While we understand this explanation does not alleviate the negative experience you had, we hope it clarifies the policy as outlined in your booking documentation.

We sincerely apologise again for the distress and inconvenience.

Sincerely,

Auto Europe Team

Reply from Auto Europe Sverige

Jul 21, 2025

Hello Eva,

Thank you for reaching out. We get your frustration with your recent car rental in Portugal, and we're really sorry you had such a tough time. We truly value your loyalty over the years, and it's clear this last experience didn't meet your expectations.

As a broker, Auto Europe connects you with car rental suppliers. When you book through us, we send a voucher with your details, including the main driver's name, directly to the rental company. Once that voucher is issued, changing the main driver's name isn't always easy and depends entirely on the specific supplier's rules. Many companies see a driver name change as a brand-new booking, especially if it's close to pick-up. This is because car rental agreements, insurance, and liability are all tied to that specific driver's license and credit card. Since we're your broker, we have to follow the rules set by the company that actually provides the car. While we always try our best to help with changes, we're bound by their policies.

We also understand that waiting for a refund can be really annoying. When you have to pay extra on-site, we need to talk to the car rental supplier to confirm what happened and the amount you paid. This means the supplier has to look into it internally, and that can take some time because of their procedures and how many requests they're dealing with. We can only process your refund once we get their confirmation and authorization. We always try to speed things up as much as possible, but we do rely on the supplier's response time.

We know this explanation doesn't change what you went through, but we hope it sheds some light on why things can be complicated as a broker. We're always working to improve our customer support and how we communicate, especially for urgent situations. We appreciate your comments, because they are invaluable to find the areas where we ca improve.

Sincerely,
Auto Europe Team

Reply from Auto Europe Sverige

Mar 5, 2025

Dear Ms. Hauksdottir,

Thank you for your feedback. We understand your frustration and are very sorry that the car rental company did not release the vehicle to you due a delay.

It’s common practice for car rental companies worldwide to reserve the right, in the event of a pick-up delay, to re-rent the vehicle without the prospect of a refund to the original renter. This policy is set by the individual car rental companies and, regretfully, as a broker, Auto Europe has no control over this. All we can do is try to ensure our clients are aware of it by including that information in the booking confirmation and in the voucher.

In cause of a flight delay inside the EU, caused by the airline company. You have to contact the airline company to request compensation.
Though we have no control over the policies of our partners, we strive to ensure the best possible solution for our clients. Should you wish us to intervene on your behalf, we’d be happy to contact our local partner and try to obtain a goodwill refund. Please note, however, that we cannot guarantee a positive outcome.

Our tip for future travels: Our Cancellation Cover, offered during the booking process, is designed to protect our clients against this type of situation, and covers last minute cancellations due to events outside a client’s control, such as travel delays, strikes, adverse weather, etc.

Once again, we’re very sorry for your negative experience and hope we can help you find a satisfactory resolution in the future.

Yours sincerely,
Your Customer Care Team

Reply from Auto Europe Sverige

Oct 14, 2024

Dear Tobias Bergquist,

We are very sorry for your bad experience, and as you are in contact with our customer service, would like to let you know that they are currently investigating the matter which you have brought to their attention and shall be in contact with you via email as soon as they have further information.

With kind regards,

Yours
Auto Europe

Reply from Auto Europe Sverige

Sep 4, 2024

Dear Lennart,

We understand your frustration with the lack of response to your emails. We apologize for the inconvenience this has caused. We are working to improve our communication channels and ensure prompt responses to all inquiries.

Would you be kind to forward your voucher number so our reservation team can contact you, or try to call them on +49 89 541 9555 09 or contact via email: seres@autoeurope.de.

Thank you very much for your understanding.
with best regards
Yours
Auto Europe

Reply from Auto Europe Sverige

Jun 12, 2024

Dear Mr Burazerovic,
Thank you for your feedback. We understand your frustration and are very sorry that the car rental company did not release the vehicle to you due to your flight delay.
It’s common practice for car rental companies worldwide to reserve the right, in the event of a pick-up delay, to re-rent the vehicle without the prospect of a refund to the original renter. This policy is set by the individual car rental companies and, regretfully, as a broker, Auto Europe has no control over this. All we can do is try to ensure our clients are aware of it by including that information in the booking confirmation and in the voucher.
Please note that should your flight be delayed/canceled, you should always contact Auto Europe and inform us of the delay, so that we may contact the car hire company on your behalf and do our best to help you work things out. Otherwise, the car hire company may not hold the vehicle past the initially agreed-upon pick-up time.
In cause of a flight delay inside the EU, caused by the airline company. You have to contact the airline company to request compensation.
Though we have no control over the policies of our partners, we strive to ensure the best possible solution for our clients. Should you wish us to intervene on your behalf, we’d be happy to contact Green Motion and try to obtain a goodwill refund. Please note, however, that we cannot guarantee a positive outcome.
If you’d like to pursue this course of action, please forward all documents pertaining to your flight delay to our customer service department using the link below:
https://www.autoeurope.se/customerservice/
Our customer service team will then contact the car rental supplier and get back to you as soon as we receive an answer.
Our tip for future travels: Our Cancellation Cover, offered during the booking process, is designed to protect our clients against this type of situation, and covers last minute cancellations due to events outside a client’s control, such as travel delays, strikes, adverse weather, etc.
Once again, we’re very sorry for your negative experience and hope we can help you find a satisfactory resolution.
Yours sincerely,
Laura
Auto Europe Team

Reply from Auto Europe Sverige

Jun 12, 2024

Bästa Herr Haglund,

Tack för din feedback. Vi tar dina bekymmer på allvar och ber om ursäkt för din negativa upplevelse och eventuella olägenheter.

För vidare kommunikation angående ditt ärende ber vi dig därför vänligen kontakta vår kundeservice. Du kan nå dem på följande sätt:

• Telefon: +49 89 541 9556 09
• Formulär: https://www.autoeurope.se/customerservice/

Vår kundtjänst kommer att kontakta dig snarast möjligt.

Än en gång, vi beklagar din negativa upplevelse och hoppas att vi kan hjälpa dig att hitta en tillfredställande lösning.

Vänliga hälsningar,

Laura
Auto Europe Team

Reply from Auto Europe Sverige

Jul 31, 2023

Thank you for your review!

Reply from Auto Europe Sverige

Updated Jul 31, 2023

Hi, Thank you for you review. We are sorry you had trouble reaching us via telephone. Our opening hours are listed on our contact page. To pick up a car you need your passport, drivers licence and a printed Auto Europe voucher. You will find a list of the documentation you need at pick up when you book the car, in your confirmation email, in your Terms and Conditions and on your car hire voucher. We recommend reading the T&Cs throughoutly so youre prepared to pick up your car. If you have any questions during the process we are happy to help you.

Reply from Auto Europe Sverige

Oct 20, 2022

We try to keep the best prices all the time. If you can find the car somewhere else to a cheaper price, we will match it or beat it.