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Surprice at London Heathrow Airport
Customer Ratings and Latest Reviews
Because we want to make sure each review listed here is left by a real customer, we don’t have an option to post a review here. Instead, we ask each and every customer to leave a review after they return their rental car. This way, you know that all reviews are authentic, verified, and trustworthy.
Cons: Location was weird. I assumed I was going to a minicab office from the number, but i've not been in the country for over 10yrs. Like every UK firm, service is overstretched.
Pros: Everything really, Friendliness, promptness, car, Accepted your full cover insurance w/o pressuring me to buy their's.
Cons: Minor thing. Some reviews of Surprice criticise them for charges for nitpicking damage to car. Not an issue for me -[ I'll let you known two weeks if blocked deposit not returned though]. Think stress level of worrying about this would be reduced if encouraged to take photos video of whole car/wheels and not just damage you can see [minor scratches chips hard to notice after flight]. Also how rental agencies log history of car, damage repair, so you know there is a system.
Pros: Efficient and friendly
Cons: Nothing really. All good.
Pros: Good value Rental
Cons: Lengthy process to sign out the car
Pros: Thier price is competitive and cheaper compared to other suppliers.
Cons: They try thier best to charge you extortionate money when you return the car to make up for the relatively cheap rental prices. Not an honest practice.
Pros: Really great value and the car was brand new. Helpful team as well
Pros: The staff, especially Paul, was pleasant and personable.
Cons: Distance from the airport, the car was clean overall but the inside of the windscreen was dirty, which made it unsafe to drive at night.
Pros: The car was nice but every time I turned it on, the gauge said get car serviced immediately
Cons: Waited almost an hour for aside back to the airport. Very unorganized. Guy kept saying the shuttle is on its way. Someone else had to drive us back to the airport. I will not use this service again. Very disorganized. Long waiting periods. ALSO the guy tried to tell us that we scratched the car. WE DID NOT. !!! this company was very fly by night. Everyone was complaining. !!!
Pros: Nothing, the rep was rude, and unsympathetic, about the situation . Strange that they were willing to let me hire the car from them direct, using the same visa debit at double the cost
Pros: The agents were very nice and helpful. Total pleasure to work with
Cons: You had to call for the shuttle despite the instructions saying they came by every 35 mins. It’s hard to call with an international SIM. Phones were not always answered and the car was in less than peak condition as it wouldn’t start once and the screen stopped working for a bit
Pros: Replacement vehicle was great,should have given this to me in the first place
Cons: I waited an hour at Heathrow Terminal 3 for pick up,once I reached the office & completed the paper work I waited another hour for my car as other vehicles were parked in front of it.When it eventually was pulled out for me I discovered that the rear right tyre was flat,so then they had to replace the vehicle,redò contract and transfer luggage,all this WASTED a lot of my time,an hour and a half at least.
Pros: Good customer service
Pros: Very little. They were polite, in the main.
Cons: Apparently I could not use my Mastercard/debit card to make the payment because “it is mandatory to use a credit card”. No it isn’t. Feel like I dodged a scam. Went to a legitimate company instead.
Pros: Very good service and hire rates …
Pros: There was not much I liked about using them.
Cons: There are way too many things to list in this small comments box, I would actually like to complain about the poor service I received from Surprice. Can a representative of Discover cars please contact me as a matter of urgency.
Pros: The amazing friendliness and eagerness to help us of all the guys involved in our hire was incredible! From the lovely guy, sorry I have forgotten your name, at the initial collection at Heathrow, the lovely driver that welcomed us to UK, picked us up and dropped us back to Heathrow. Again sorry sir I have forgotten your name also. You guys do Car Hire so well. Thanks!
Pros: Car was good value. Drove nice.
Cons: Media system kept cutting out, then did not work properly. 1st gear was pretty bad, but, it was a smaller car.
Pros: Good cars, friendly staff
Cons: worst pick up experience ever! It took over 3 hours to get the car 90 minutes waiting at the airport then the rest at the offices. This happened twice. if you don't want to wait around and be frustrated don't use this company
Pros: Found most things as mentioned in the booking.
Cons: Pickup and drop off are not free, the officer agreed to provide as free drop off as we did not call for a pickup. Would be better if this is mentioned and the charge. As if there is a charge going with a car rental company who are present on the terminal are better. Thanks
Pros: Waiting 15-days to retrieving the deposit is way to long!
Pros: Returning was easy.
Cons: Falsely claiming i had to use your insurance. Tank wasn't full, car was dirty on the outside, checking in took 40+ minutes.
Pros: Friendly staff
Cons: Staff not answering the phone at night 7pm, extras ,charges milage, airport drop off
Pros: Process was easy to follow
Pros: Honestly? I can't think of anything besides how quickly they took the car back and got us to the airport.
Cons: Besides the condition of the car we got and the politeness of the staff when I FINALLY got to the rental studio, everything.
Pros: On the return, the staff made was much more efficient, and did not pay much attention to the car condition (which was already quite compromised). The shuttle driver back to the airport was very pleasant and courteous. Overall, the car was still a good value for the money and was very fuel-efficient.
Cons: Pick-up location at Heathrow Terminal 2 makes you stand outside with little cover exposed to rain and wind. The shuttle car was small and the driver was rude. At the rental office, the process was slow and disorganised. The car condition was border-line acceptable, and the car was boder-line dirty. Additional 5 Pounds were charged for return drop-off at Heathrow, which were not disclosed at the time of reservation.
Cons: It took over two hours to wait for the bus and arrive at the rental car location. When we arrived we were forced to purchase additional insurance coverage which nearly doubled the cost of the rental car. The car we were given had the check engine light on, we had to wait to switch cars. Once we received our car it was infested with spiders. We killed about 50 spiders while we had our car for 12 days, some of the spiders were massive 4-5cm. The windows on the driver side also would not roll down.
Cons: - unable to get someone to pick me up - office was chaos and unorganised - staff members didn’t know what they were doing - not enough staff - not welcoming - not respectful - cars were in bad condition and some didn’t have much petrol in - I walked out of the office and paid for another car service and insurance as the experience was so awful
Pros: They were very helpful
Cons: I think sometimes there is quite a long delay between arriving a t the airport and being picked up although I was lucky enough not to experience this
Pros: Good service
Pros: Good friendly representatives.
Cons: Hard to find office, no one answers the phone. No one picked me up from the airport, and leaving they're unable to drop me off at terminal 4. Even when you reach the office, you are unable to enter as doors are always locked.
Cons: More choice would be better Please place a logo or signboard outside of the shop
Cons: Poor customer service. They were all about money and getting people through the door. Most everyone I saw there was unhappy about something. As was I.
Pros: Personal service from friendly staff
Cons: Inability to collect whole family to take to rental agency. Extra cost of insurance not included in online quote. Car was not as well groomed as I would hope. No footwell mats. Collection process took over 90 minutes. Overall poor value for (a lot of) money.
Pros: Customer service was excellent and efficient
Pros: Very smooth on check out slightly longer during check in to take the car.
Cons: Nothing much. They went out of their way on our drop off.
Cons: Complicated pick up process for hire car, and couldn’t hire car without credit card. Still waiting for refund on hire car we didn’t use!
Cons: Super inefficient agents. Cost ended up >2x the advertised rate
Pros: Need to speed up when customers pick up the car. Other customers were frustrated with slowest service.
Cons: Agents need to speed up.
Pros: Really bad experience guys - we waited at the agreed pick up point for almost 2 hours the car picking us and other up to travel to the actual rental car was woefully small for even 1 group let alone multiple groups … once we arrived at the car location it was an additional 45 min to an hour before we got the car - some of the staff are solid but they are awfully understaffed and under resourced… this isn’t just us, I’d bet most people have the same experience… you must do better
Cons: Really bad experience guys - we waited at the agreed pick up point for almost 2 hours the car picking us and other up to travel to the actual rental car was woefully small for even 1 group let alone multiple groups … once we arrived at the car location it was an additional 45 min to an hour before we got the car - some of the staff are solid but they are awfully understaffed and under resourced… this isn’t just us, I’d bet most people have the same experience… you must do better
Pros: When we dropped off the car the guy was easy to talk to and was quick
Cons: Meet and Greet service is a joke, they come and pick you up in a small suv which wouldn’t fit all the luggage in it. They are hard to get hold of and then blame you that you didn’t get there on time. They are slow to process things and the £1500 deposit :( They said they were just coming and so when they didn’t show we had to keep ringing them every half an hour!!!! After 2hr the person on the phone came and got us and even then he didn’t even help us with the bags putting them into the car!
Pros: Straight forward, no hassle. Our driver Wini was very helpful
Pros: It's clear why they're the cheapest available option
Pros: Flexible pickup time
Cons: The car was not entirely clean, probably because we pick up the car earlier than scheduled.
Pros: At the desk they were efficient and nice
Cons: They took more than 1 hour to pick us up from the airport
Pros: Competively priced. Staff were polite and friendly but there were not enough of them, which is why I had to give up waiting for a drop off (after an hour) and call a cab.
Cons: No pick-up from Heathrow T4 meant catching a train to T2, then a bus to the ling term car park, then waiting to be picked up from there. The return was even worse because "there's only two of us working". Also, the car was almost empty of fuel at pick up.
Pros: Courtesy of staff
Cons: Unexpected costs. Difficulty and delays in getting the car.
Pros: The staff were first class!
Pros: Sunny was very helpful and polite, made for a seamless experience
Pros: Sedan at customer service was very courteous
Pros: Staff was very nice just unorganized. Car return went very well.
Cons: I’ll start by saying we arrived two hours early. We were told they’d pick us up in 25 minutes. It was two hours sitting outside Term 3. In total, it took 3 hours to get car. Had to take a pseudo test of road signs and sign off on it. I didn’t mind the info, but I didn’t like that it felt like a test. Also, I didn’t like that their office was ten minutes away from terminal. I would have Uber’ed to them but that was 26 Euro. Also had to pay an extra five euro to be taken to correct terminal.
Pros: Nothing. Had requested GPS, use your phone we were told. Took over 3 hours for car rental paperwork and car arrival. Many people waiting, no one satisfied. Never use this company. Returned car, again had to wait over an hour for ride back to airport. Terrible service. You cannot enter the building unless someone in lobby to open door. No one we talked to were happy with company. We had insurance through the rental but pressured to buy their insurance b/c told 1st insurance will not pay.
Pros: Very friendly and accommodating staff. Extremely efficient!
Cons: Location off the terminal and not as convenient.
Cons: Shambolic, shady, withheld key information, attempted to overcharge.
Pros: Competitive pricing
Cons: Picking up service from airport was poor. Staff were unhelpful in resolving problems.
Cons: Surprice did not fulfill pickup agreement, renting from them was not possible, and an alternative provider had to be found last minute.
Pros: Trusty and responsibility
Cons: cleanliness not enough
Pros: Nothing at all
Cons: Responisvenes on phone, whatsapp and then the efficiency of handling a client while pick up and drop
Cons: Communication or calling for information on where to pick up the car was abominable. The pick up and drive back to the rental office from Heathrow was convoluted and then all the paperwork needed to rent car was more wasted time. Essentially there was no ease or seamless experience. After I returned the car the agent told me he had no drivers to take me back to Heathrow and I’d have to wait an hour. Seriously???? Poor planning and poor customer service. Plan ahead, that’s your job.
Pros: Friendly and helpful.
Cons: Upon arrival at around 9:00 AM on Saturday, we were unable to reach a representative to pick us up. I had to call multiple times over a thirty minute period to get an answer and it took another thirty minutes before we were picked up. The procedure to get registered and take possession of the car was lengthy. Returning the car was much smoother and faster.
Pros: The check out was good.
Cons: Every thing!
Pros: The price is low, but so is quality.
Cons: Please see issues raise above. The car was also not in good condition, the brake disks have too much corrosion for a car that is only 1 year (5000 miles) old.
Pros: Scamming international travelers when they know you have zero options.
Pros: The staff Wasim and Luke were both very friendly and professional.
Pros: Returning agent was good
Cons: Had to wait in the cold for an hour when we arrived. Agent was rude Didn't help put bags in the car or anything even though we had a 1 year old with us Car said it was 4000miles over due for a service
Cons: Fear of being ripped off
Pros: Efficient and trust worthy service.
Cons: The car smelt like cigarette smoke and I drove it all weekend with the window down. When I explained this I was told it was the new mats in the car and that I should have called you
Pros: We liked the car and the price was very affordable. The pick up agent was very prompt and friendly and location was great.
Cons: Unfortunately we had a really long wait when we arrived - would be best if the agent who picked us up could have sorted the paperwork and handed over the keys immediately - after a 12 hour journey nobody wants to wait around. The quality of the cleaning could have been better - there was an empty coke can, receipts and make up bottles left in the footwell of the rear seats; also finger prints on the touchscreen display. We also had to refill the screen wash at our expense which was annoying -
Pros: Affordable service. Staff were pleasant. Pick up and drop offnice and short.
Cons: Pick up was a little arduous partly due to the flight being late. Wasn't the vehicle advertised but was ok for purpose. Additional insurance was charged without proper discussion. 100 mile per day limit restricting. Car was not cleaned. Didn't know who we were dealing with, no name tags. Overall price in the end was not comparable with the competition.
Pros: I have complain and I hope you address my concerns without delays.
Cons: Supposed cancellation of confirmation
Pros: Not valeted... was dirty inside and the windows were very dirty and smudged
Cons: Service was good
Pros: Not much
Cons: See above
Pros: Price was competitive. Drop off went well
Cons: Time spent to Pickup was too long
Pros: Luke was excellent and very friendly. Helped me while I made a mistake in reservation. Bruno was also very helpful when returning the car.
Cons: Price system needs to be more simplified on company’s website.
Pros: Good car quality , airport meet and greet
Cons: 2 days cost of extension of rental
Pros: Some representatives seemed like they were trying to provide a good service
Cons: Off site office, nobody picks up the phone, literally left stranded in the dark, false promises.
Pros: Efficient friendly service
Cons: Didn't tell me about car's safety features that affected driving experience
Pros: Amazing price and brand new car
Cons: Getting hold of someone for airport pick up and drop off.
Pros: Friendly drivers who picked us up and dropped off
Pros: The pick up service and drop off service to/from airport.
Cons: Not a clear pick up at airport location to meet driver. Our car had had a moderate prang on the passenger side - not fixed.
Pros: Very friendly staff and the car performed very well
Cons: It took a while for the car to arrive at the airport for pickup. But they mentioned that it was a busy night.
Pros: Car was clean, modern, economical on fuel and easy to use.
Cons: I was conned into taking insurance which I had specifically said I didn't want, and indeed as it proved, I also didn't need. This cost almost doubled the price of this short hire. I didn't double-check the balance payable at time of collecting (we were in a hurry) so that's my fault, but I did say quite specifically at the desk 'no need for further insurance' twice, so was very pissed off that this was added. I would not have hired the car at this (inflated) rate. Beware. Watch them carefully.
Pros: Collection at airport
Pros: Guys are just great, thak you!
Pros: I found Sid to be very polite & helpful and he upgraded the car when the original one wouldnt start.
Cons: Trying to find the location of Surprice & no one locally had heard of them, a bit unknown & I was worried it was dodgy
Cons: rude staff long checkin process despite saying it's Heathrow Airport, we had to pay to be brought back to the airport. You can't claim you are a rental agency at the airport if there's an additional cost Very strange that AMEX isn't accepted and also no MasterCard debit cards. A combination of these cards works in 99% of places in UK. My suspicion is that it isn't about the handlers fee of AMEX but that they want to avoid people using Amex's car insurance so they can upsell theirs
Pros: Easy good communication
Pros: Efficient and friendly staff who delivered exactly what they said they would
Cons: They overcharged me 200 and then made me go through hoops to get it back. They yelled at me saying it was my fault and that they do not take responsibility for when their teller overcharges a client. Horrible experience. Will never go back and will be spreading the word.
Pros: Ease of checking in
Cons: When I arrived at the desk, the agent told me another colleague would help me soon, waited 15 minutes until someone else arrived and reacted annoyed when he discovered that his colleague had not served me. He kept trying to push me into buying extra coverage and giving me less km than my voucher said. It took him literally 1.5 hours to finally get to the payment part, there were no computer or power issues to slow the process, it was just him being on the edge of ignorant.
Pros: Price was good and car had good fuel efficiency
Cons: That the pickup was not clearly explained when the listing was viewed - it was "meet and greet" but actually you have to call and then wait for pickup; the car was not clean
Cons: They forced me to use another card and also pay for additional CDW doubling my rental price.
Pros: Agent was friendly but then he used that to put us into a larger car in spite of our severe reservations.
Cons: Since they took advantage of two overly jet-lagged people, they pushed us into a larger more expensive car which was a danger to us driving on very narrow roads and the car fought the driver around every curve. The wheel kept trying to take over in spite of driver's attempts to control it.
Cons: No communication
Pros: Employees seem to be trying hard with the situation they are in.
Cons: Amateur and added in insurance without asking me.
Cons: 45 mins to be picked up at the airport. 45 mins to be seen to process my vehicle hire documentation. £1,500 charge to my credit card for insurance excess and 2 weeks to return the cash. Car was dirty inside and out.
Pros: The car
Cons: NZ$3000 being held against my credit card rther than an inprint of my card to charge in the event of damage (is this even legal?). 5 times to get through by phone for pick-up to rental desk - thought I'd been conned Rental desk location and signage made the whole process seem very dodgy and not very proffessional
Pros: It was picked up at meet and greet area, or so it said when booking. I'm fact this was not true. There was a shuttle service from the departures drop off to the office on Bath Road outside the airport. Some time was wasted on this. The car was nearly new, good condition and nice to drive. Good hire car.
Cons: The company also wanted the car bringing back clean. This was unusual and I spent a few pounds on washing the car. No mention at time of booking.
Pros: I thought the car itself was great and suited our purpose perfectly. It was also very clean.
Cons: Nobody was there to meet us despite what it said in the email. The process of collecting the car - paperwork was lengthy. Nobody was there when we had arranged to drop the car off and we had a flight to catch. Nobody answered the phone either! Being an offsite car rental you need to compensate for this by providing a second to none service this was not what we received . Although the car was value for money the many attempts to increase the total costs with bolt on extras was not what we booked.
Pros: I like the fact that they pick you up at the airport and drop you off at the end of your trip This is the second time I have used them and I the price was the main reason to use them. The staff were also nice and polite
Cons: It appears the office is grossly understaffed so service is inefficient. 2 staff who had to check in check out and drive at 9 in the morning. We spent too long picking up and dropping off our car. We had to pay for a car wash and vacuum at drop off after being given a car that had the previous renters rubbish in. The Excess quote we didn’t want was a rip off more than the cost of a 9 day rental. The drop off driver was not experienced driving a standard car.
Cons: The car was described as clean and with a full tank yet the car was filthy on the outside and stains and dirt on the inside. The tank was also not full, only 7/8ths. Also online the price was 150 for 3 days and in the office it changed to 205. Apart from those, the car was fine. It has been a few weeks though and I still haven’t received my deposit back. Cheaper than a lot of other options though so I suppose you get what you pay for
Pros: Nothing. Off site facility means a charge for valet????? Wtf
Cons: Everything from incorrect initial quote, waiting 1 be upon arrival, off airport facility, extra uneccessary additional insurance. Quoted 155.75 at pick up. Billed 458.39
Pros: good communication, and great staff
Cons: Would not purchase the insurance through Discover cars complete waste of money and useless
Pros: Nothing at all!!!
Cons: They are trying to steal as much money from your pocket as they can !!! First of all they didn’t let me buy insurance from you When I went to pick up the car they told me that I had to pay them for washing the car !!! Then they tried to persuade me to buy insurance from them in order to reduce the deposit from £1500 to £750. I strongly denied that so they finally accepted no extra insurance and deposit £1500 but when they tried to immediately
Pros: Accommodating and helpful
Cons: Inability to resolve overcharging confusion with discover cars - I was forced to pay 250 pounds more than my voucher at pick up and more than a week after the end of the rental it is still unresolved.
Pros: Extra charges addded with no explanation as even booking voucher shown different amount.
Cons: Please be aware when return vehicle as it seems scam taking pace as they may tell you.l vehicle is dirty. Be prepared to make video and photos once collect and return to be on safe side.
Pros: They are friendly and nice
Cons: Weren’t at airport to pick me up Unable to contact them regarding change of flight Charged additional £100 on top of agreed rental price Have not returned deposit despite multiple emails. Will be contacting lawyer to continue from here
Cons: No meeting & Greet as advertised. Had to call them twice to get picked up. Took more 45 minutes airport exit. Opening times are when the agent turns up. His promises are not worth his breath. Refused to release the car unless I paid more, said web site was wrong. Very minor scratches on offside wheel (I probably missed on pick up) So called repairs were charged £200 per scratch. No garage estimate given. Their own estimate. Is this an insurance scam.
Pros: Absolutely nothing, very poor service!
Cons: The booking included a meet & greet at the airport, had to phone them to ask where they were when we arrived at the airport, it sounded like he was still in bed when I phoned him, he'd obviously forgotten, had to wait over an hour to be collected. I took the car back no one was at the shop, called him and he said he'd be with me in 20 minutes, had to sit in a car park waiting for him. There was a slight scratch on the wheel alloy which he charged me GBP 300 for, it might have been there before
Cons: Meet and greet guy was 25 mins late, over charged me, Discover cars took a deposit, SurPrice system had none shown, cost was different as quoted, tried to charge me to clean car after 1 day and 25 miles on a sunny dry day driving to Uni and back ! still waiting on refund from Discover cars, absolute nightmare from start to finish
Cons: So because they did not accept Amex credit card for the few posit I had to do full insurances for 40 pound per day. Then day also take a deposit from my debit card (!!) for possible speeding ticket. The guy (will not comment about his background as I don’t want to be racist) was very rude and told my gilfriend to shut up as he was not talking to her
Pros: The car was good
Cons: Almost everything!! Service was terrible, they don’t meet and greet you at the airport and leave you waiting an hour to be picked up.
Pros: No fuss
Pros: Reasonably priced and the driver was friendly
Cons: No-one was there to meet us at the airport - we had to call and then wait for them to come for us
Pros: Brand new cars. Very easy, very good, very friendly. Would use again
Pros: Efficient but friendly, very professional and outgoing.
Pros: Friendly helpful staff who came to meet me at airport. Staff happily came earlier than arranged when my flight was early
Cons: Having to wash the car before return. However car wash is next door to the rental office
Cons: Surprise did not accept all manor credit cards. They have a clean - to - clean policy which is unheard of. They did not inform me I have to remove the cover I had already bought when making the booking, before purchasing their full coverage; causing me unnecessary costs. They only accept payment from the main driver, not the second named driver.
Pros: Everything was great.
Cons: Excellent service!
Pros: Very good selection of cars. Super friendly and helpful staff. excellent pick up and drop off service to and from the airport.
Cons: I thought the cleaning charge was enforced unfairly.
Pros: Practical and personable
Cons: Few service people available, so it seemed a bit improvised.
Pros: Very polite and helpful.
Pros: Very helpful and friendly customer service,couldn't do enough to help!
Cons: Could have made it a bit clearer that we needed to ring once at the arrivals gate. We were under the impression that they would already be there. No drama though, just a minor improvement
Pros: Great service - very friendly