Got an Isuzu MUX instead of Toyota Kluger, pickup counter hard to reach by phone

Was given a free upgrade to an SUV instead and pleasantly surprised at the quality and cleanliness of the car.

Got back to me immediately and helped me solved the issue of discrepant particulars online

Easy enough to catch shuttle bus but not great directions in confirmation of where to catch shuttle from.

Easy to book, good pricing but not easy to distinguish between pick up at airport and shuttle pickup

Service was slow, there were two counters but even though there was congestion, one counter was unattended because the representative was on a lunch break. When it was our time, we were asked to allow another customer before since she started her pick-up process but had a problem with the payment. So she was delayed because of a problem caused by her but then the salesman also delayed us because of it which is poor service.

We booked a Toyota RAV4 but EasyRentCars booked a Hyundai Kona with Europcar. These are different class cars! EasyRentCars customer service said that they will refund the difference and to call once we drop off the car. So we did and then the customer service said that I should send the invoice and credit card payment. So it turns out now I have to deal with all the bureaucracy. I got a small car and had to squeeze my luggage, paid too much and now have to handle the paperwork. This is bad service. I should have been refunded or given another car on the spot.

Instructions for finding the transfer bus are not good. We wandered around for 30 mins with bags trying to find the bus pick up spot.