Drivalia UK - LONDON HEATHROW AIRPORT Arvostelua 

Quick and friendly service from Sanj and Raj. Sorted me out in less than 20mins. Will rent again

Shiv and Sanj were absolutely great and very helpful.

Great friendly experience, happy staff members very accommodating with car sourcing. Happy to provide cars to customers liking. Highly recommend.

Wrost company to hire.All the company policies is to scam you.You can see all the prices seems affordable but later they told you to pay additional charge which we were not aware.Not going to hire car from this company anymore.

Worst rental company. We had booked a van last month and all was set including our stay and plans were done but when we went to collect the van, the staff told me the van was not available. The kids were gutted. They didn't even make an attempt to search from another provider. We had to book from enterprise for another van at a much higher price and we lost 1 day of our holiday because of that. It's been a month and I still haven't received the refund nor have they replied to my several emails regarding the refund. Total scammers.

Thanks For the great service from Drivalia served by Ram! Very quick and smooth! Special mention to Gill for his uplifting energy and always keeping the customers happy

Drivalia claims refuse to respond to my emails about getting a final repair invoice for the damage to my rental car. I am then advised to lodge a complaint which just goes to the Branch Manager who says it's nothing to do with us so contact Drivalia claims! It's been over 10 weeks now & I've already spent hours on this which is ridiculous!!

Update -
Now coincidently within a few hours of lodging this complaint I finally receive the final repair invoice with not even an apology for the delay. Invoice was dated 23.6.26 so they finally send it after 11 weeks despite multiple requests to various Drivalia departments over the past 3 months which apart from costing me about $50 in lost interest has been the most frustrating & stressful dealing by far that I have ever had with any company in my over 60 years.

And for what Drivalia have put me through (there is also more incompetence I haven't reported here) they should be offering me at least a few hundred dollars compensation I believe.

Sanj and Raj were amazing! Very quick check in
Thanks !

Sanj handled our requirements professionally. It was a pleasant experience all round.

Sanj was amazing. Talked us through the whole process with patience.

Very disappointing experience. We arrived before our 10:00 AM booked pick-up time but waited nearly three hours due to poor organisation, long queues, inadequate staffing and a lack of communication. We finally received the keys at 12:58 PM, only to discover we had been given an automatic car instead of the booked manual vehicle. As I cannot drive an automatic, we had to wait again until 1:15 PM for the correct car. This completely disrupted the first day of our holiday. Poor service and very frustrating experience. I would not recommend.

As professional and courteous as always. Really helpful and polite. Big thank you to Sanj and Aleenar, they’re incredibly helpful.

Drivalia UK Branch - I must bring the following severe failures to the management's attention:
The Heathrow facility was in a state of absolute administrative chaos. Rather than staging and preparing the fleet proactively, vehicles were being valeted on an ad-hoc, reactive basis while a protracted queue of distressed patrons accumulated. My vehicle was left idling in a designated bay for upwards of thirty minutes post-cleaning until I was forced to personally intervene to demand a status update. Furthermore, the public waiting area was structurally unkempt and unhygienic.
It is critical to note that this was not an isolated incident or a subjective grievance. During my two-hour ordeal, there was not a single customer who left the premises satisfied. The facility experienced a wholesale collapse of front-line service delivery, resulting in uniform distress, audible complaints, and visible exasperation from every single patron present in that window.
When the vehicle was finally relinquished to my custody at 23:01, it was entirely ill-equipped for my scheduled itinerary. The fuel gauge indicated a critical remaining range of merely 35 miles for a planned 400-mile journey. Exposing a client to the vulnerabilities of the highway at night with a depleted tank constitutes an egregious safety and convenience deficit. Conversely, upon the conclusion of my rental, I returned the asset in pristine condition with a remaining range of 105 miles safeguarding your team from immediate refueling tasks, an act of goodwill that passed entirely unacknowledged.
Of the gravest concern was the explicit exposure of sensitive consumer data. While waiting in the facility, I observed a paper clipboard list containing clients' full names, left completely unredacted and exposed to public view. This represents a flagrant, actionable breach of the UK General Data Protection Regulation (GDPR) core principles regarding data minimisation, confidentiality, and integrity.
Upon the return of the vehicle, your branch personnel rigidly insisted on enforcing a £36 mileage surcharge due to the journey exceeding the standard daily allocation. Let me be entirely unequivocal: I have no intention of begging your organization to waive a paltry £36 fee. The monetary value is wholly inconsequential to me. What leaves me utterly appalled is the unmitigated audacity and complete lack of professional shame exhibited by your local management. That a company could comprehensively fail to honor its core contractual collection time, yet possess the face and courage to penalize a loyal client over a minor, paper-based boundary is commercially reprehensible. Enforcing a punitive fine under these catastrophic service conditions demonstrates a stunning deficit of commercial conscience and dignity. I explicitly refused to sign the closing documentation on-site to formally preserve this dispute.
Given my long-standing loyalty to Drivalia globally, I am deeply disheartened by this introduction to your domestic operations. Fundamental service level agreements and statutory obligations under data protection legislation were summarily discarded.

We had a terrible experience renting a car from Drivalia Heathrow. We ordered a car for pickup at 10am. We arrived at 9.50 and there was about 50 people waiting ahead of us. Some said they had been there since 8am. We were told to put our name on a list and wait. There was one woman serving. We waited for about an hour and a half and only about 5 or 6 people were served in that time. There also didn't appear to be enough cars in the yard for the people who were ahead of us in the queue. At this stage we gave up. We told the woman on the counter we intended to cancel our booking and would apply to have the money we had prepaid returned. She said that would be fine. We have not had any luck getting a refund from Drivalia and we are significantly out of pocket for taxis and last minute train fares we had to pay because they didn't provide a car. Avoid at all costs!

Easy booking - Pass was very efficient and friendly. Also Hand over team were good as well. Rent prices good .... I will be back soon . Thanks Robert Patterson.

I’ve never experienced anything quite like this. Even in developing countries the delay isn’t this bad. You are greeted in a room full of people waiting for their car collection. No order on who is next or wait times. Only one person from Drivalia, behind the desk. I had to wait almost 2 hours to get seen. Then a further 30 minutes to collect the car. Don’t make plans following the collection time for a few hours at a minimum. And then just a blank, sorry. If you go to any of the other car companies, you are seen within 30 minutes and are leaving shortly after. Honestly, the process for collection is so poor.

They are legit - Sanj, Kash and Abdullah have been very helpful in providing us with sufficient information about rental cars. They were very kind and patient. We have had many stressful experience and I am happy to say that this process was very smooth. When we lost hope, they were there!

Very trustworthy and stress-free experience. Highly recommended. Especially mr. Sanj was very helpful. Hassle-free process and full disclosure of all charges.

Location effectuée du 8 au 19 août 2026 à Heathrow.

CE QUI A POSÉ PROBLÈME :

J'ai réservé une voiture via RentalCars.com (441 € avec assurance incluse). Sur place, après une attente de 1h40 due à un problème informatique de Drivalia, un employé m'a présenté une offre "spéciale nouveaux clients" que j'ai comprise comme remplaçant mon assurance existante, alors qu'il s'agissait d'un supplément de 461 £ portant le total à près de 1 000 €.

Barrière de langue, fatigue après voyage et l'attente de 13h à 15h, affamés avec un enfant et présentation ambiguëe ont créé une incompréhension que le personnel n'a pas suffisamment clarifiée.

MES TENTATIVES DE RÉSOLUTION :

9 août : Email au service uk.rentalagreements — aucune réponse
20 août : Réclamation via portail en ligne — refus
20 août : Courriel détaillé — refus définitif avec fermeture du dialogue ("this will be last reply")
J'ai donc déposé plainte auprès du BVRLA (organisme d'arbitrage officiel UK) et lancé une contestation bancaire.

POINTS POSITIFS :

Véhicule rendu en parfait état
Aucun accident durant la location
Personnel courtois malgré la situation
POUR LES AUTRES CLIENTS : Si vous réservez via une plateforme tierce (RentalCars, Booking, etc.), posez DES QUESTIONS EXPLICITES sur l'assurance avant de signer. Demandez : "Is this INCLUDED or ADDITIONAL to what I already paid?" Vérifiez tout avant de payer.

MISE À JOUR POTENTIELLE : Je mettrai à jour cet avis si Drivalia choisit de traiter ce litige équitablement. Pour l'instant, aucune proposition n'a été faite malgré plusieurs demandes.