Enterprise Car Hire - Gatwick Airport

We were pleasantly surprised how well renting a car from enterprise worked. Our flight was delayed, so I rang and spoke to a very nice guy who said he would track our flight. We got an upgrade and the car was great. All the staff were really friendly and helpful and I would definitely book again and recommend to friends and family.

EDIT - Laura obviously didn't read my review...

Car rental was fine. Staff onsite were helpful. Car was adequate for my needs. It had something banging around underneath that I alerted the company to when I went in to add my brother so that he could be an additional driver. I was advised that as the banging was not impacting the function of the car to just let them know at Gatwick when I returned the car. I did that.

Customer service post-rental is awful!!! I have been trying to get my receipts for several weeks. I've tried customer service (a response takes a week) and the assistant manager as I had a business card with an email address on. According to customer service the issue is a typo in my email address that I must call the branch about. I am back in Canada so do not want to make an international call if I don't have to. Sigh...

EDIT #2 Finally got my receipt and all was good.

1 star for Enterprise and an additional 1 star for Branch Manager Jess who tried to help.

Debit cards not accepted!

My partner and I arrived at Gatwick to collect our hire car ahead of a weekend in Devon. We have done this previously without any issue - albeit through Hertz rather than Enterprise. We arrived at the main desk where there was a sign directing us over to the short stay car park for 'speedy collection' of our vehicle. We headed over to the car park for 'speedy collection' where we wait 45 mins in a queue to collect our car.

We are finally led to our car by Jess, who shows us round the vehicle, we sign various waivers and Jess attempts to add an additional driver. As Jess's pin pad was out of battery she attempted to call through to Head Office to take payment for the deposit over the phone, but because there wasn't good enough signal she went with my partner to take payment in the office. Jess then located a pin pad, went to take payment and only then announced that debit cards were not accepted st airports and that we would need a credit card. This has taken a further 20 mins in total.

Neither me or partner own a credit card, and we were also advised that payment could not be taken from someone else's credit card. Jess advised that this is only Enterprise's policy - that we could go and hire a car from another rental car company and put the deposit on a debit card. To do this on the day would have cost us an extortionate amount of money and therefore wasn't an option. There seems to be no logical explanation behind this Enterprise-only policy quirk. I said to Jess that this must happen multiple times a day - we in fact overheard a very similar dispute whilst we were in the queue which we hadn't fully appreciated the significance of at the time.

The compromise was that we would get a taxi to the Crawley branch and collect an equivalent car from there which we could pay for by debit card. Jess said we could charge the taxi back to Rental Cars (which was who we booked the car through). We proceed to ask all available taxis in the vicinity if they could take us, but they couldn't, and we tried ordering an uber which was cancelled. By this point its 1pm in the afternoon (our car collection was at 11am) and by the time we get to Crawley to collect a car and get on our way we would then be hitting the Friday afternoon rush hour traffic. We should have arrived at our hotel at 4pm but instead we would have arrived at potentially 9pm and miss our dinner reservation.

We resolved that given the distance to travel, the brevity of our trip, and the delays caused by Enterprise we would not go. Given the late notice of cancellation we were unable claim a refund for the hotel (£240 for 2 nights), and neither Enterprise or Rental Cars at are this time taking accountability to refund us for the car hire.

I feel sorry for Jess and her team - they are working in miserable conditions, in a hut in a grubby car park dealing with upset customers on a daily basis due to nonsensical policy restrictions such as these which they are unable to waive. Jess was clearly upset by this, as she then felt responsible for our ruined weekend. Enterprise are responsible, and should be ashamed of themselves for subjecting their staff to these levels of stress.

We have been very very disappointed with our experience today, and will not be hiring through Enterprise again for this reason.

We had a positive experience with Enterprise. Even though there were understaffing issues, almost every team member made an effort to service our custom needs. We were trying to catch a wedding, so one of the employees accelerated our wait so we could get a car quickly. We had a small issue with a car insurance charge, but the manager resolved it very professionally on the spot. All associates were kind, respectful, professional and really listened to our concerns. 5 stars!

had a great experience with Enterprise Gatwick, rented a car twice this year so far and have another visit to the UK again next month, didn't hesitate to use Enterprise , cars are clean , new and service was great. got a free upgrade the first time , great. second time they gave me a smaller car than i ordered, when i mentioned this i got a refund on the extra cost. i have rented from Enterprise many times in Canada and the UK, never disappointed

With this company we unfortunately made very bad experience. Weeks after returning the car as agreed, they charged an undefined amount from our credit card without any information. Trying to get any information by the contacts on the business card we got unsuccessful. Even if the messages have been read, we never got any answer. At the end we had to take legal action. This is not the way to deal with customers. We also tried to get help over the main account. Enterprise did absolutely nothing to help us. Car was ok and staff on site friendly. But everything after that was very bad.

Just beautifully painless and easy. Car nice and clean, people who are friendly and not trying to find a moth that died on your window as a case for trying to charge you for damages!
Will definitely be back again and rates the same as a car crawler web site so went direct and it was better.

6.5 hours & still waiting for a replacement due to mechanical problems. Franchises don’t work together. Still driving new car from 50 miles away. All other customers in multi-company rental area with problems are with Enterprise. Employees try to do right thing. Not trusted or empowered. Only hear what they can’t do, and what I should do to take my problem elsewhere. Stay away at all costs.