Europcar Tenerife South Airport

The biggest factors were the friendly and professional staff, the quick and easy collection and return process, and the quality of the vehicle. The car was clean, comfortable, reliable, and perfect for exploring Tenerife. Having the freedom to travel around the island at our own pace made a huge difference to our holiday, and the whole experience was stress-free from start to finish. ⭐⭐⭐⭐⭐

If there’s one thing to remember: take detailed photos of the car from every angle when you pick it up. Take A LOT of photos and make sure that every scratch is visible on the photos.

Overall the experience was okay, but there were several issues: - At pickup, not all existing damages were listed. When we pointed them out, staff said it was fine. - When I called within 24h to report unlisted damages, the call center gave me the wrong email address. - At drop-off, they checked the car very carefully and tried to attribute damages that were already there but did’t suceed as we had a lot of photos

My advice: - Take clear photos of every part of the car (outside and inside). - At pickup, call the damage report number and ask for the email address. - Send all your photos immediately to that email. - For drop-off, arrive early to avoid stress before your flight. - Check every scratch they try to report. - Show your photos to prove pre-existing damages. - Read the final report carefully before signing.

Very disappointing experience with Europcar at Tenerife South Airport, especially as a loyal Europcar customer who was not treated any differently despite years of choosing this company. The pick-up was painfully slow and completely disorganized, with by far the longest queue of all rental companies at the airport and no priority lane or consideration for vulnerable customers like my pregnant wife. It took almost 50 minutes in line before anyone even started handling my booking, while another employee was standing next to the queue doing nothing to help. When I asked this employee if there was any way to speed things up because my wife is pregnant, she simply told me she could do nothing and that we “just had to wait”, showing zero empathy or effort to find a solution. My loyalty to Europcar was completely ignored and did not make any difference in the way we were treated. I had also made a mistake on the start date of my booking and explained this honestly at the counter. The only solution offered was an upgrade to a higher category car at a price four times higher than my original online reservation, delivered with a big smile. I suggested taking this more expensive car only for one day and then switching to my original 8‑day booking, but the agent refused and said it was “9 days or nothing”, with no explanation other than “that’s how it is”. Faced with this absurd policy, I rented a car from Sixt for one day instead and had a great, smooth experience there, in complete contrast with Europcar. When I came back the next day to finally collect the car I had originally booked, it was the same chaos: I arrived at 12:45 for a 13:15 pick‑up and only drove away around 14:15.At pick-up, they also tried to strongly push a full insurance, even though I clearly explained I was already covered by my credit card. To be fair, the car itself was in very good condition and the return process was much more efficient, but the overall experience at the counter, especially the lack of recognition of my loyalty as a regular Europcar customer was so bad that I would avoid this location in the future.

The rental car was handed over with many obvious pre-existing damages that were not listed in the rental agreement. Despite pointing this out, the staff member at the counter did not document or add these damages to the contract. I therefore fully documented all existing damages with photos immediately and submitted them via the broker’s app (sunnycars) , as instructed. Since the vehicle return takes place at night without any Europcar staff present, there is no opportunity to confirm the vehicle condition at return, which leaves the customer exposed to potential post-rental claims. Positive: The vehicle itself was mechanically fine + interior ok Negative: Failure to properly document pre-existing damages and lack of cooperation at the counter.

UPDATE 25.11.25: I just noticed another customer review with the exact same complaint I have with them in regards to the underside of the vehicle! It seems to be a scam they are running at this location!!!! It seemed to me also so suspicious that the girl who greeted me at the car went straight to that corner and didn’t bother checking rest of car and immediately started talking to me about that damage. Please be aware and book with someone else!! Will report to consumer rights agency.

UPDATE 28.11.25: I have received the most absurd email from them, they still refuse to reimburse me and want me to sign a legal document now. 🤨

Original review: Sadly no 0 star review possible. I had the worst customer experience from any rental company I have used over the past decade and I use many due to business trips.

On arrival of the eve of my work assignment the Europcar rental desk was a total mess and I ended up having to wait 2 hours 15 min to get to the counter. There were young families and pregnant ladies not being attended to by the staff or fast tracked to the point where one young mother had a mental breakdown due to fatigue and needing to feed her newborn. I got the car finally past 9 pm in complete darkness, nobody there to check with me the car for any damages etc. or go into details of what they expect me to do. Upon returning the car yesterday I was asked to show them pictures and video of the car. I told them I didn’t have any. They told me I had damaged the car and that I been told by their staff on pick-up to take pictures and videos which wasn’t the case. I did not damage the car. I immediately asked the couple next to me that was picking up their car if they had been instructed this in any way when they picked up the keys but they were also not informed.

I was then instructed to go back to desk inside the terminal to file a complaint with the staff there. I was stressed of missing my flight so this was not really ideal for me. The staff was rude and unapologetic, threatened me to call the security despite my repeated questions of where they had a written document that showed me I should have taken pictures and videos. I had purchased insurance through Easyjet but they kept on telling me that I don’t have an insurance with them ( they should have explained to me that indeed I have insurance but through a third party vendor) which aggravated me considering I had purchased an insurance. I eventually broke down and upon seeing me in tears a gentleman stepped forward and told me to meet him outside for a conversation. This gentleman told me his name was Mr. Hamada Kirata and he had flown in from Madrid to better understand the situation in Tenerife at Europcar and try and improve the customer service quality. We had a long chat where I explained everything to him, he apologized and assured me that my 500€ depost would be returned fully to me. Today I received an invoice from Europcar billing me for the alleged damage that I didn’t create. When I tried to google or linkedin search Mr.Kirata it turns our he is nowhere to be found online so he gave me a wrong name it seems. This rental place is very unprofessional, unhelpful, understaffed and undertrained so I would highly recommend going with another rental company to avoid such unnecessary stress.