Surprice at Lisbon Airport

Pros: Nothing

Cons: Waited over 2 hours, very rude ineffective staff

Pros: The agents at the airport were friendly. Price is good.

Cons: It is impossible to contact the airport branch in the event of an emergency. I have tried their accident/ emergency/ road side assistance and it doesn't work. I left a pair of sunglasses in the car, which was confirmed to me on the same day by the agency . Since then days later, despite trying daily, I have been unable to reach them telephonically or via email to arrange collection. The customer support is useless.

Pros: Bit slow picking vehicle up as lot of people waiting and queries raised on second vehicle hired, but returns quick and easy

Cons: Nothing.

Pros: For the cost it was an excellent deal

Cons: I didn't like the fact that it was offsite of the airport, although pick up and drop off was fast and easy.

Pros: good quick andt straight to the point

Cons: Driver was late in airport , the was no answer on phone when I call after landing

Pros: I stayed 4 weeks in Portugal and the price was good for me.

Cons: Spend a lot time during the airport for waiting to take us to the rental place, spend around 1 hour in airport and spend 1/30 hours in rental place, the agent where to slow and took them lot time. When you make reservations in the internet all they need to do it’s print the papers give the key that’s.

Pros: Good price, simple and efficient

Cons: The deposit is high

Pros: nothing special, very mediocre.

Cons: we were not picked up at night. Had to rend another car for one day which was very expensive . Although Surprise acknowledge their mistake no compensation was at place. Never again.

Pros: Excellent all round. Stayed open later than usual office hours due to our late flight

Cons: Nothing, the whole thing was excellent

Pros: was So easy and quick to book no hassle

Cons: Customer care well explain about the car and the rules the kindness of the agent

Pros: The people outside were great and very helpful to go over the details of the car and get us going.

Cons: It took TWO HOURS to get the car. Waiting in a line up for one and a half hours. Over twenty minutes with the agent. It was beyond ridiculous. They only had two agents working and their system was very slow. No apologies. Very inefficient. I would never go there again for these reasons. Wasting my very valuable vacation time.

Pros: Worst rental car experience ever

Cons: Worst rental car experience ever

Pros: Preço

Cons: Demora muito a entrega do veiculo

Pros: Nothing would never recommend

Cons: Everything, the staff were rude. Irresponsible. And it took almost 3 hours to pick the car up!

Pros: The car condition

Cons: The enormous length of time I had to wait to get my car, almost 4 hours - completely unacceptable! No apologies or refreshments offered. The car was also supposed to be diesel which it wasn’t and a petrol car is considerable more expensive to run in Portugal. It was also supposed to be full to full but instead it was less than 3/8 full which is impossible to match which left me out of pocket.

Pros: THERE WAS ABSOLUTELY NOTHING TO LIKE ABOUT THIS CAR COMPANY OR ITS EMPLOYEES AND CUSTOMER SERVICE.

Pros: Honestly, absolutely nothing. I will be making a conscious effort to avoid using this company again.

Cons: After a long flight the last thing you want is to wait a further 4 1/2 hours to pick up the car. Their own shuttle service made it very difficult to get our party of 8 from the airport to the rental location. Staff didn't offer any explanation or apology for the delay.

Pros: A gentileza dos atendentes!!

Cons: Nada

Pros: Absolutely horrendous

Cons: Rude staff members, queue for four hours in the heat with hungry, thirsty and tired children. Not even water being offered. Feel that the low price was not worth the stress that we have to go through to collect the car.

Pros: Friendly people, fast service

Cons: Vehicle didn't have gas tank filled and car had to be returned with same amount of gas. Very inconvenient

Pros: Nothing

Cons: Poor service, poor staff availability and bad communication

Cons: no friendly welcome, bad assistance on renting options, ...

Pros: We arrived a little late and we didn't get charged for an extra day. The car was clean and in good condition.

Cons: The tank was almost empty upon pick up. We waited for an hour and a half in line to see the agent. The agents were not very friendly.

Pros: Nothing

Cons: 1. It took at least 45 minutes to find the car rental representative at the airport 2. We then had to wait for nearly an hour for the shuttle. 3. We then had to wait for another hour in line with approximately 8 people in front of us because there were only two car rental agents working (a third left for lunch even though the place was completely full with customers. 4. The van we rented was dirty, there were empty bags of potato chips in the back of the car and it was poorly maitained

Cons: Communication, additional charges

Pros: Quick, frendly

Cons: Picking up was a little slow due system

Pros: Team work very active with a good performance dealing with clients.

Cons: Nothing

Pros: Nothing. I would expect much better service than what was offered. To simply get an apology is insulting and pass the blame onto the insurance company is absolutely unacceptable.

Cons: The emergency phone number never even worked . The insurance we bought on line was only $1,500 Euros deductible so we had to purchase more. I could go on and on...

Pros: The car was new and better than we booked

Cons: There was an endless 3 hour queue to get the car. The agent was very slow and impolite. The agent left the car inside the garage in a most inconvenient place. We had problems getting out of the garage and the agent did not help us.

Pros: Only the car.

Cons: Grumpy staff in the office. Empty car Very long waiting time for shuttle bus and even longer in the warehouse waiting for car.

Pros: Price

Cons: Car after smoker

Pros: Polite courteous staff

Cons: Too long a queue to collect the car

Cons: the waiting time!!! is

Pros: Finding the agent, shuttle, and return. The actual rental process was slow.

Cons: The car was fine with only a few things broken (rear window switch that didn’t work and a reverse light burned out). The main irritation was the car provided: a Toyota Verso. I reserved a Volkswagen Touran which is the largest 5+2 vehicle available and having 6 adults plus luggage in the Verso was very challenging. Our international drivers permit did not allow us to rent a 9 passenger vehicle. It would be nice to rent the vehicle you think you are renting when you make the reservation.

Pros: Car cleaned and price

Cons: 1h30 to pick up the car

Pros: Nothing at all... not present at the airport, not responding phone calls...

Cons: Nothing at all ... bad service provided at the reception to all clients at the delivery moment... just one person with 6 clients waiting ... 2 hours waiting for car delivery...

Cons: VW Touran bestellt und einen TOYOTA in einen schlechten zustand angeboten bekommen.

Pros: Great staff, quick, efficient service

Cons: Dropping off the car was a bit chaotic! There was a shortage of staff to receive the cars being dropped off, and not enough space in the minibus to transport people to the airport, which resulted in a long wait for the shuttle!

Pros: voiture très récente pour un prix imbattable

Cons: Pas de guichet à l'aeroport,

Pros: Easy to find the rep in the airport, efficient transfer to pick up point, no queue to collect the car.

Cons: Collection point off the airport - but the trade off is the low price.

Pros: Super service, immaculate car,

Cons: the rep at the airport

Pros: Good service, friendly staff and easy drop off of the car.

Cons: The car provided by Surprice already had quite a bit of scratches on it as well as a little dent on the right hand side of the car on the side skirt. There was a service light that was on and never cleared by them and the car wasn't cleaned very well and still a little dirty in some places.

Pros: Nothing

Cons: They ask for 2450 euro credit depot. It is extremely high. Never happened in my Life. If you don’t have capability on your card the online possible solution is to pay an extra insurrance.

Pros: to be honest nothing

Cons: manners,rudeness,and misinformed

Pros: Nothing

Cons: I paid but got no car as they would not take American Express, Visa debit or cash even though I had full insurance so no deposit required

Pros: Quick when dropping car

Cons: Waiting for shuttles in airport more than 1.30 mits & staff not know how to talk to customers he was very rude same guy in desk as well as thank god I wasn’t dealing with him when I collect car. fuel wasn’t full tank it’s little difficult when I dropped end up filling more fuel

Cons: the time taken to pick up the car was almost 1.5 hrs. Also for returning it took half hour.

Pros: Nothing

Cons: Amount of money blocked in the card has a purchase and not has a pre authorization.

Pros: nice car. efficient service.

Cons: Very hard to find when returning car. Drove by it twice as there was no sign at all for SurPrice. We had a tire blowout and were told they woudn't cover the damage and they told us we had to buy both front tires even though only the right side front one blew out. It was very confusing trying to figure out how to change the tire in the middle of nowhere and no instructions in the car.

Pros: Speedy service. Good rates for hire. Clean car.

Cons: Ridiculous deposit without their own insurance €60, which in fairness wasn’t the end of the world compared to others.

Cons: the airport pickup arrived 15 minutes late. the address to return the car is different from the official rental contract which is confusing.

Pros: Local friendly

Pros: nothing,

Cons: not present at meeting point, had to call twice, they don't accept AMEX so I ahd to buy tjheir insurance

Pros: Staff at Lisbon was accommodating.

Cons: Nothing. They were excellent.

Cons: Very inconvenient pick up and drop off. Very confusing and lengthy process picking up the car. Dropping off the same - lengthy and confusing. To top it off they insisted on dropping us off in the arrivals section of the airport. It's close to the departures, but they didn't explain that at all. Very bad service in my opinion and experience.

Pros: Friendly staff who picked us up from the airport although we had to wait and call for the representative as they were not present at the location.

Cons: False advertisement stating Mercedes Vito or similar while the issuing company confessed they do not own a Mercedes Vito at all. Extra charges that raised the total value of rental from £115 to £300 which again was not expected. The transit van provided was not in good state and was in poor state.

Pros: good service

Cons: to mant scratches and dents and knocks and hard to drop thacar at the surprice

Pros: Price

Cons: Cancelled my car and has not paid back my deposit.

Pros: Great price, friendly enough people, no tricks

Cons: Huge hassle to collect the car. Their rep was waiting at first but when we came back was nowhere to be found. They did not answer the phone. We ended up taking an Uber to their office...

Pros: Car provided was excellent, good condition and very clean

Cons: it took a very long time for the minibus to arrive to take us to the car hire site, also we waited for a while to be taken back to the airport after the car was returned. We also had a very long wait to receive the car and also return it due to the large number of people waiting and the lack of staff available.

Cons: The staff the explanations of the coverage the assistance provided- and the fact that decisions were made without discussion g with me. The priority was their car not my experience of course. Also don’t rent cars with no spare tires!! The hybrids and their inflate kits do not work.

Pros: Nothing.

Cons: At the office they deliberately used tactics to try and force customers to pay for extra insurance by saying the card payment would not go through. Our bank confirmed no payment attempt had been made and it was only after I blamed Surprice that the payment was made. Other customers had the same experience while we were there. The car was in a disgusting condition, it had been bashed in by one of the rear doors and it was covered in scratches and other dinks.

Pros: We at the airport to pick us up exactly where they said they would be.

Cons: Took too long to return the car and get back to the airport.

Pros: Efficency

Cons: Receiving the car....

Pros: The car was ok, though I would not call a Toyota Yaris equivalent to a Fiat 500

Cons: The company is far from the airport and service was excruciatingly slow, both when picking up and dropping off the car. Picking it up took an hour and a half from finding the rep at the airport. Dropping it off took an hour from arriving at the rental company until we were at the airport.

Pros: nothing

Cons: Standing in a queue for over 2hours to pick up our car and the toilet was out off order, never again would I book with Surprice.

Pros: The agent was friendly. Good value for the money.

Cons: The waiting time when return to the airport. The driver of the shuttle bus didn't seem to keen on moving getting us back to the terminal.

Cons: Very poor pickup from airport. Arrived early at airport but unable to connect with transfer to get to rental car company. Called both phone numbers supplied multiple times with no answer. Told by other company in airport the address listed in Google maps wasn't correct so we did not take a taxi which turns out would have worked. Shuttle arrived 30 min after original pickup time. Many people frustrated and waiting in airport for it.

Pros: efficient and friendly

Cons: bit slow, took over an hour to ge the car.

Pros: Jessica was very friendly

Cons: Some employees tried to take advantage of tourists and over charge them on items. I would like to speak to a car hire representative to explain more

Cons: Car did not have a spare tire. We never needed it, but it was a source of worry for us.

Pros: Price; proximity to airport

Cons: The office was severely understaffed. It took 30 minutes to process the one customer ahead of me, and no one else was there available to help. When I returned the car, there was no indication about what to do, with all of us standing there confused and NO ONE there to guide or help us for half an hour (and I was about to be late for my flight). All the reps were there processing (slowly) a giant line of customers picking up vehicles.

Cons: They are trying to rip you off for everything possible

Pros: I liked the car but everything else was incredibly terrible.

Cons: There is no official presence at the airport. Secondly, the check in and check out process took more than 30-40 minutes. Lastly, and most egregiously, we got charged for rim damage that was not caused by us. They were definitely planted and the company routinely practices insurance fraud. We now have to dispute a $500 charge with our insurance company. Absolutely despicable.

Pros: Being that I was in a foreign country... was helpful... the only thing I would have found helpful was a simple page given to understand the meaning of the signs used in portugal.... all though....

Cons: na

Pros: The people who worked there - friendly, smiling, helpful and professional - I have rented cars in many countries before and this was the easiest, quickest and most friendly experience I've had.

Cons: I really no complaints .

Cons: way too long of a wait to get the car, and also to return the car. Upon arrival we had difficulty finding the representative , she did not hold a sign, we had to ask around the Vodaphone booth. The shuttle was not able to accommodate us all, we had to take taxi to the rental location.

Pros: Nothing

Cons: Terrible customer service. Over 2.5 hour wait, stood up in a queue in 34 degrees, no offer of water, no air on and no explanation. The service was ridiculously slow as the queue wasn't that long. When eventually got to a desk there was no apology and just an awful attitude that it was all the brokers fault and how hard done to they were. They also felt the waiting up to 3 hours is acceptable as its worse at the airport. The rep was rude and obnoxious.

Pros: Easy drop-off.

Cons: Representatives at the desk were extremely rude. They provided me with a car that all scratched, full of dents and had zip ties and screws. Car was unacceptable and I had to drive back to Lisbon (3 hour drive and 40 Euros in tolls) to get a different car 3 days later. I will never use this company again.

Pros: rental price, clean car

Cons: Terrible wait times due to overbooking. Staff is clearly overworked and understandably becomes impatient with customers who are tired and not happy with the experience. It is confusing and seems cheap until you realize what it is, I do NOT recommend this place.

Pros: Car too old. Too many scratchs. headlight off. Very poor maintenace

Cons: Very very small operation. One person pick up, drive, fill rental forms and pick up cars!! Lack of personnel an sence of service!

Pros: The condition of the car was good, that's it!

Cons: Picking up the car, feedback, policy of refund.

Pros: good car

Cons: terms and rude clerks, waited an hour to get picked up then extorted to pick up the car

Pros: It is certainly the least expensive.

Cons: However, the wait to receive the car is very long. Also, we received a car that had already a major dent (accident). Most of all, we purchased extensive coverage via CARHIRE which the staff onsite said it was not enough to waive the 3,500 Euro deposit. Thus, we ended up buying additional coverage to avoid the deposit.

Pros: everything was OK

Cons: this is not a feedback regarding the rental company but in general I think it's important noting that the toll payment system on highways in Portugal is just insane and absolutely chaotic, be careful of the roads where you can only pay electronically, they are not signposted at all.It's just ridiculous. I recommend renting the e-toll device (which is unfortunately paid extra, another weird feature of the system). Anyway, the rental company was good, we were very happy with their service.

Pros: good value for money

Cons: the shuttle service from the airport is not comfortable. Better have cars in the airport

Pros: Cost-effective, good quality vehicle

Cons: Very difficult to find an address/location or contact information. Beyond a phone number, an email address would be helpful to avoid having to make an international call. I’m trying to get a hold of our specific location to follow up on something and having a hard time getting in touch. Any assistance would be great! I was also promised an itemized invoice to be sent to me email for the payments and tolls, and I have yet to receive it.

Pros: The cars were very reasonably priced

Cons: The rental station was a bit away from the airport, this could have been communicated a little better, but the workers all hustled to get us to the airport on time and we appreciated that.

Pros: Friendly staff

Cons: Long delays getting picked up at airport. Long delay getting paperwork completed at pickup, did not take same credit card as car was reserved with. High damage reserve needed to be placed on car.

Pros: none

Cons: Awfull and grumpy staff, not really helpful, totally replaceable by automation human beings.

Pros: Pick-up worked out well, transfer to the location was uncomplicated. The car was in good condition but already had lots of scratches which resulted in lots of notes during the inspection.

Cons: Everything worked out well until I returned the car and the representative charged me for a minor scratch in the front shield caused by a rock.

Pros: The car was clean and in good condition.

Cons: The woman who met us at the airport was extremely late with no apology, then she gave us a huge hassle renting the car because she wouldn't let us pay the damage deposit on debit card, and said it had to be credit. She also wouldn't let us use the phone to call my credit card company because she didn't understand what a toll-free number was and didn't want to be charged. Eventually we convinced her to try the debit and of course it worked. But it took us half an hour of arguing with her.

Pros: Nothing.

Cons: The service was extremely rude and completely unacceptable. While we were trying to check out the car, the representative was not helping us and kept asking other people if they needed help (who were not American). While we were returning the car, the man yelled at us for no reason and the other people in the office even had to apologize for him. They calmly explained what he was trying to say and we were very receptive.

Pros: It was easy to find the representative at the airport. The shuttle was great. The location for returns is easy to find.

Cons: It was slow both for pick up and return. The need more people to handle these things. It was a long wait for the ride back to the airport so I missed my bus.

Cons: Faulty AC. Did not get what I paid money for. Pursuing the company now for reimbursement of funds.

Pros: Nothing.

Cons: Everything.