Enterprise Car Hire - London Heathrow Airport

Reviews

• MS

  Malini Saranya

  3 days ago
  2.0
  I had a very disappointing experience during the car rental pick-up process. There seemed to be new rules introduced at every stage, with poor communication and a lack of coordination between employees. Initially, we were allowed to use a friend’s credit card to rent the car, but when we tried to do the same for the second time, we were told that company policy did not permit it. If this was against the policy, it should have been clearly communicated from the beginning and not accepted in the first place. This caused unnecessary confusion, frustration, and delays. After resolving this issue, we were not given enough time to properly inspect the car and make an informed decision. By that point, we had already spent around 45 minutes completing the rental procedure, which made the entire experience even more stressful. I strongly recommend improving communication between employees, ensuring that rental policies are clearly explained and consistently applied, and allowing customers sufficient time to inspect the vehicle before making a final decision. Customers deserve a transparent, well-organised, and professional experience from the very beginning. Overall, the lack of clear communication and inconsistent handling of policies made this a frustrating experience. I hope the company takes this feedback seriously and makes the necessary improvements to prevent similar situations in the future.
• SS

  shane s

  Oct 4, 2026
  1.0
  Extremely Disappointing Experience – Appalling Customer Service I have never been so disappointed with the way a company has treated its customers. Our recent experience with Enterprise Rent-A-Car has been nothing short of appalling. The way we were treated was completely unacceptable and demonstrated a shocking lack of customer care, professionalism and basic respect. As paying customers, we expected a reasonable level of service, but instead we were left feeling frustrated, let down and thoroughly dissatisfied. What makes this experience even worse is the apparent lack of accountability when things go wrong. Customers should not have to fight to be listened to or spend their time chasing a company simply to receive the level of service they should expect in the first place. A company’s reputation is built on how it treats its customers, particularly when there is a problem. Unfortunately, Enterprise has demonstrated exactly how NOT to treat people. I would strongly advise anyone considering using Enterprise to think twice. There are plenty of other car hire companies out there, and based on our experience, I certainly won’t be rushing back. Enterprise has lost our trust and, more importantly, our future business. Absolutely disgraceful.
• CS

  Chris Swift

  Oct 2, 2026
  4.0
  The transfer from LHR T5 was rapid and we were dealt with quickly and courteously once we arrived at the Enterprise rental car park. We had booked a 4 door car via Trip.com but on arrival were offered a Fiat 500. As this would not take all our luggage this was subsequently changed for a vauxhall Corsa. Externally this car was very dirty. Although it had been washed there was some sticky residue all over car which had not been removed. Also all the alloy wheels had been heavily curbed. After a 14 hour flight we just wanted to get home so accepted the car. We lowered the rear seats and loaded our luggage. Although we got home with no issues once I got on the main road it was clear that the steering wheel was not centered properly. Not sure whether this was a manufacturing issue or whether the curbing was hard enough to damage the tracking. On returning the car to my local branch I also noticed that the rear seats where very dirty with some residue on the rear carpet. I did mention these issues to the manager and in fairness he did say that he would feed this back to the LHR branch and asked if there was anything he could do at that time to rectify the issue, which I declined but in retrospect perhaps I should have taken up his offer. Given the price we paid we did get good value and I've always had a good experience with Enterprise previously but feel that this particular car hadn't been properly checked before being rented out. There was even a car in the car saying 'Your vehicle has been cleaned and sanitised with disinfectant as part of our elevated Standard of Care to help ensure you alays receive a clean, well-maintained vehicle' , so I am not sure who actually checks this! Trip.com have messaged me to say they were concerned about my feedback but other than inviting me to leave a review Enterprise LHR branch have yet to respond to me.
• MR

  Matthew Rosenbloom-Jones

  Sep 25, 2026
  1.0
  I rented a Nissan Juke from Enterprise Heathrow, which was useful because I had always wondered what it would feel like to drive a washing machine with anxiety. The Juke was slow, underpowered, uncomfortable, oddly bouncy, and apparently equipped with a climate-control system designed by someone who believes “temperature” is a matter of personal opinion. Overtaking required planning permission. Hills were approached with the sort of determination usually associated with Victorian expeditions. Then I got a flat tyre. Enterprise instructed me to take the car to Kwik Fit in Stourbridge. Kwik Fit replaced the tyre. I returned the car to Heathrow. Enterprise told me the vehicle had been released back into service. End of story, one might think. No. After I paid a £215 damage excess, Enterprise’s Damage Recovery Unit informed me that the vehicle would now be “placed into a repair shop” so that an estimate could be prepared. This was surprising, because: * the tyre had already been replaced; * the car had already been returned; * Enterprise had already told me the car was back in service; * and, unless Nissan has recently developed teleportation, the Juke cannot simultaneously be earning rental revenue at Heathrow and awaiting its first encounter with a garage. I contacted the Heathrow branch to complain that the Damage Recovery Unit was giving me information that bore only a passing relationship to reality. Their solution was to refer me back to the Damage Recovery Unit. This is the customer-service equivalent of calling the fire brigade and being transferred to the fire. So we now have a tyre that has been replaced, a vehicle that has been repaired, a vehicle that apparently still needs repairing, a £215 excess that has already been paid, and multiple departments passing me around like a parcel nobody ordered. At this point, I genuinely expect the next email to tell me that the Nissan Juke must first be examined by a panel of independent engineers, three bishops, a representative of the Ministry of Transport, and a small boy named Colin before Enterprise can determine whether the tyre existed. To be fair, the staff I met in person were polite. Unfortunately, the complaints process appears to have been designed by Franz Kafka after a particularly unpleasant experience with fleet management software. I have now asked Enterprise to escalate the matter to an Area Manager, mainly in the hope of locating a human being empowered to read the file from beginning to end before replying. I will happily update this review if Enterprise eventually manages to establish: 1. where the car is, 2. whether it is repaired, 3. whether it requires repair, 4. what the £215 is being reconciled against, 5. and whether the Nissan Juke has finally generated enough horsepower to escape the administrative loop. One star for customer service. The Juke gets two stars, because despite displaying approximately the acceleration of continental drift, it did eventually reach every destination.
• MF

  Mirco Fontana

  Sep 20, 2026
  1.0
  Abbiamo affittato una macchina il 5/9/26 e riconsegnata il giorno 19/9/26 all'Alamo nei pressi dell' aeroporto Heathrow. Premetto che ho affittato macchina in Marocco,Tunisia, Giordania,Spagna,Francia,America, Canada e svariate volte in Inghilterra! Questo per dire che non sono un novellino di noleggio e nemmeno di guida a destra! La prenotazione, come conducente principale è stata fatta a nome di Daniele Baldo e io Mirco Fontana come secondo conducente ( tutto documento visto che il secondo conducente è stato pagato 191,10£). Parto dall' inizio, arriviamo all'autonoleggio intorno alle 10.30 del mattino. Notiamo subito una fila interminabile e un organizzazione confusionale da parte di giovani operatori (che cercavano di fare del loro meglio per gestire l'enorme afflusso di persone) che in maniera molto sbrigativa consegnavano le vari macchine a noleggio. Toccato il nostro turno, ci viene consegnata una fiat 500.Il bagagliaio della macchina non si apriva e la pulizia della macchina interna(notata in seguito dopo la partenza) lasciava molto a desiderare. Trovate cartacce sotto ai sedili,nel baule,volante unto e aletta parasole lato passeggero con specchietto in condizioni non commentabili! Per il bagagliaio della macchina ci viene scalato ,al momento della scansegna, circa 50£ dalla somma che dovevamo pagare.Il giorno seguente,ci rendiamo conto che non si può viaggiare con le valige(il nostro viaggio prevedeva ogni sera un albergo diverso in varie zone della Cornovaglia e Yorkshire)senza avere un bagagliaio che si aprisse dell' esterno.Decidiamo di fermarci in una carrozzeria,ripariamo l' apertura del bagagliaio evidentemente guastato dai precendenti conducenti e decidiamo di pulire la macchina internamente nella stessa area di servizio a spese nostre. Fino a qui nessun problema!decisione nostra per proseguire un viaggio nel migliore del comfort.Proseguimento per un totale di 14 giorni, il nostro viaggio a chilometri illimitati, prosegue senza alcun problema.Il problema si verifica al momento della consegna! Ore 7.30 del mattino, zero persone davanti a noi.. arriviamo, fermiamo la macchina davanti all' agenzia Alamo e subito un ragazzo viene da noi per controllare il veicolo.. ovviamente l interno perfetto(essendo stato pulito alla nostra partenza) esternamente perfetta visto con non abbiamo avuto nessuna collisione nel corso del nostro viaggio.il ragazzo si fionda sulle gomme e cerchioni della macchina..ecco qua la fregatura!Al momento del ritiro avevo fatto un video(anche se in maniera molto sbrigativa)visto la mole di persone che stavano aspettando e la maniera sbrigativa del nostro check in. Nel video si vedeva la macchina nella visione completa di 360°,allego screenshot della ruota anteriore sinistra, perché è proprio la ruota anteriore sinistra a causa questa TRUFFA! Cerchione graffiato, ammaccato e gomma graffiata.. Nello screenshot che allegherò, si vede le condizioni della ruota anteriore sinistra e del relativo cerchione sfregato in chissà quanti marciapiedi e chissà da quante persone prima di noi. Il ragazzo ci accusa di aver rovinato la ruota,come se l'avessimo tagliata o comunque usurata nei vari marciapiedi nel corso del nostro viaggio.Il cerchione era nella medesima condizione e la ruota graffiata come prima ma con una leggera parte di gomma che si stava spellando.Notata al momento dell' arrivo, ma mia negligenza non aver detto nulla per queste ruote devastate!Arrivando al dunque veniamo accusati di aver distrutto la gomma anteriore sinistra.. ed ecco qua la TRUFFA 216£ addebitate..il prezzo credo sia per un pneumatico di un camion non di una fiat 500, comunque discutiamo, facciamo presente il nostro dissenso e il ragazzo ci dice che non può fare nulla.!Un bel cartello out of service sul parabrezza della macchina e ce ne andiamo con ben 216 STERLINE FREGATE!Con riserva che il pneumatico venga realmente cambiato o assegnato ad un nuovo conducente ignaro di questi graffi e usura dovuti dai vari turisti! Recensioni volutamente in italiano! STATE ALLA LARGA DA ALAMO! Non fatevi ingannare dal prezzo basso!

Frequently Asked Questions About Enterprise Car Hire - London Heathrow Airport