I booked with Europcar for pickup in Auckland and return two weeks later in Queenstown.

At that time, no one mentioned that Europcar did not allow its cars on the inter-island ferries.

At the time of pickup, after waiting for three hours, I was told I would have to turn in the car at the ferry port in Wellington and obtain a new car in Picton. I was assured this was routine and did not need to make any other arrangements. I was NOT warned that ferries departing in the afternoon might arrive after the Picton office was closed.

I returned my car in Wellington at 3pm, told the agent I was taking the next ferry at 3:40, and would be arriving in Picton around 8pm. I was NOT told that the Picton office always closed at 5pm.

The ferry was delayed. I attempted to call the Picton office. No one returned my call.

I arrived at the Picton office to find it closed and attempted to call the two numbers listed on the office door for after hours. No one responded.

I called the main Europcar office in New Zealand, which referred me to the Australian office, which referred me to the European office, which told me they could not help me (after 35 minutes on the phone).

I walked into town with my luggage (no transportation was available at the station), forfeited my hotel reservation in Kaikoura, and slept at a backpacker hostel. (Hotels in Picton were fully booked or closed.)

I asked via email to be reimbursed for the cost of lodging forfeited.

After multiple email exchanges with 4 offices, I was told I would be credited the night’s hotel cost and the cost of one day’s rental by way of apology.

I returned the car, was told an invoice would be forthcoming, but was assured the notes in my file would be taken into account.

I was billed for the full amount of my trip, no reimbursement and no credits by way of apology.

Reviewed over 3 years ago