Enterprise Car Hire - Luton Airport

Reviews

• MH

  Mark Hay

  5 days ago
  1.0
  I was not informed of a one way fee, either on the website when I booked and paid for the car, nor by the staff when I collected it. The staff member scrolled quickly through the rental agreement without giving me a chance to read it. Car itself and base price was fine.
• AA

  A A

  6 days ago
  1.0
  AVOID!!!! They are not part of the normal enterprise rental group. I have been using enterprise for over 10 years and developed a lot of points through the system so I booked a car for 3 days and got 2 free. Arrived at the airport, they said I can only use a credit card!? I rented with enterprise in Belfast, Edinburgh, Kingsbury, wembley, Manchester and always was allowed to use a debit card. I then had a credit card on my Google wallet and they refused they said you need the credit card with you for chip and pin!!!! Staff don't really care to help you, not bothered if they rent or not. Disgusting behaviour from the staff and truly shocked with his enterprise. Had to spend £80 on a taxi to London instead. Simply a joke and an embarrassment to the enterprise name normally which I can only give 5 star to the other offices.
• AZ

  Afzhaal Zafar

  Oct 7, 2026
  1.0
  Extremely disappointing experience with Enterprise at Luton Airport. After a long flight, the last thing I needed was unnecessary hassle and poor customer service. I specifically tried to rent a reasonably sized vehicle, something along the lines of a Skoda Octavia or similar. I prefer driving a normal-sized car and had made this clear. Instead, I was given a much larger vehicle, despite there clearly being vehicles available that were much closer to what I had actually requested. It honestly felt like my preference was simply ignored. The situation with the deposit was even more frustrating. I wanted to use my debit card, but the staff were extremely pushy about me using a credit card instead. After travelling for hours and already being exhausted, having someone repeatedly pressure me over how I should pay was the last thing I needed. What makes this even more frustrating is that I have rented from Enterprise plenty of times before and have had no problem using my debit card. So I really don't understand why this particular experience had to be made so unnecessarily difficult. After a long flight, customers should be met with helpful, straightforward service — not unnecessary arguments, pressure and being given a vehicle that isn't what they asked for. This was one of the most frustrating car rental experiences I've had. I expected much better from Enterprise and especially from a company I have used multiple times before. I will seriously reconsider using this branch again.
• PR

  Phillip Russell

  Sep 24, 2026
  1.0
  Unhelpful and couldn't care less attitude. Car booked on my behalf by Volvo assistance after a breakdown. Text sent with link to Luton Bury Park branch. They took 12 minutes to answer the phone and despite their promise to collect customers and take them to the office, they said they were too busy and asked me to make my own way. No car was available, they said they would phone back. I then had a call from a service manager, followed closely by a call from the branch. Asked if I could collect the car at lunchtime the following day, a further call from the manager said a car would not be available until late afternoon. When I explained I needed the car early the following day to travel to collect my own car and that this would be of no use. He was then close to being rude and from his attitude I could sense he couldn't care less and added insult to injury by saying "have a nice evening" I have registered my disgust with Volvo Assistance and the dealership and recommended they review their use of this company.
• D0

  Dani 01

  Sep 13, 2026
  1.0
  I would like to provide serious and honest feedback regarding my recent experience with Enterprise at London Luton. I made my reservation online in advance, and everything appeared to be confirmed and in order. However, when I arrived at the branch, I was told that there was no vehicle available. I was then asked to wait until 6:00 PM, as I was told that a vehicle might become available by then. I provided all the required documents, including my driving licence and bank card. I was initially told that the problem was that I did not have sufficient funds available on my card. In order to resolve this immediately, I went to the post office, deposited the required amount, and returned to the branch. I then waited for approximately three hours. After all that waiting, I was finally told that the rental could not proceed because I needed a credit card. This was extremely disappointing. If a credit card was a mandatory requirement, I should have been informed clearly from the very beginning. There was absolutely no reason for me to spend several hours waiting, travelling back and forth, and trying to resolve an issue that could have been explained to me immediately. What disappointed me even more was the attitude of the manager. From his facial expressions, tone, and overall manner, it was very clear to me that he did not genuinely want to help me. I found his behaviour ironic, disrespectful, dismissive, and at times almost mocking. Instead of trying to find a professional solution or showing understanding for my situation, I felt that I was being treated as though my concerns were not important. For me, this is not what professional customer service should look like—especially from a company as large and well-established as Enterprise. What happened afterwards made the difference even more obvious. I went to Europcar, and honestly, I was amazed by the contrast. The staff there were incredibly kind, professional, respectful, and genuinely willing to help. 10/10 customer service. Everything was handled within approximately 10 minutes, and I could hardly believe how quickly and smoothly the situation was resolved. That experience showed me exactly what professionalism looks like: people who actually want to help the customer, who communicate clearly, who respect the customer’s time, and who represent the company in a way that raises its standards rather than damaging them. I was travelling with my children, and after everything that had happened at Enterprise, being able to receive such a professional and positive service at Europcar was a huge relief. I understand that sometimes vehicles may not be available or that certain rental requirements may apply. That is not the main issue. The real issue is the way the situation was communicated and, most importantly, the way I was treated. Enterprise is a major international company, and I strongly believe that the people representing the company at branch level should reflect the professionalism, standards, and reputation that Enterprise aims to maintain. I sincerely hope that this feedback is taken seriously and that the management team reviews what happened at the London Luton branch. Customers should never be made to feel unwelcome, disrespected, or as though they are a problem simply because they need assistance. I hope Enterprise will use this experience as an opportunity to improve staff training and customer service standards. Europcar showed me in 10 minutes what professional customer service should look like. I sincerely hope Enterprise can bring the same level of professionalism, respect, and willingness to help to its customers.

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