Enterprise Car Hire - Birmingham Airport

First time renting a car. Did the usual due diligence, check for scratches dents bumps etc. I did notice that the car was not cleaned in a while - there was a lot of fly carcasses on the windscreen and bodywork. When I tried to clear the windscreen there was no fluid. I also noticed that the tyre pressure was low - not too low to cause a warning but still way too low for my liking. Looked closer at the interior of the car this also looked like it wasn’t cleaned in a long time. I would urge people to check a few other things out before driving off.

Awful customer service. I was told the car had no damage, but to take photos if I found any before setting off. Noone offered to inspect the car with me. I am not a trained damage assessor, but I took a couple of photos of scuffs and then left. On returning the car, I was told there was damage (pictured) which I didn't cause, but hadn't photographed as it seemed too insignificant (a tiny scuff on the plastic trim). However £2000 has now been deducted from my credit card, and noone has responded to my email disputing the damage.

I had an excellent experience with Enterprise, picking up my car from Birmingham Airport and dropping it off at Gatwick. Even though my car wasn't ready on time and I had to wait for over one and half hour, the Birmingham team went above and beyond to make it right. They compensated me with an upgraded car (booked Nissan Qashqai and got Xtrail), a quarter tank of extra petrol and also gave me flexibility on the return time, which was a huge help. A special thanks to James in Birmingham and Brendan at Gatwick. Both of them were incredibly helpful, friendly, and efficient. Their exceptional service made the entire process smooth and stress-free. I'll definitely be using Enterprise again.

Brilliant service. Booked in the terminal and as soon as I arrived James Irwin already knew who I was. He listened to my requirements and suggested I go for a bigger car for £10 extra. He was very customer focused and reassured me. My flight got diverted from Heathrow and he really calm me down. Highly recommended!

Really friendly and efficient staff at both collection and return. No unnecessary back and forth, just efficiently processing customers despite the late hour and people having issues paying with foreign bank cards. G who met me at return had basically processed everything before I got out of the car. Nice fleet of new vehicles.

My husband and I tried to rent a car from here a few days ago, came to collect and brought along everything that was asked for only to be told I needed a flight number? Since when it is a requirement to hop on a plane just to rent a vehicle. The staff were kind and although it was none of their faults that the company has this rule it really made no sense to us and put us in a horrible position as we had prepaid online through a third party. We were forced to go elsewhere to find a vehicle. The second star is only due to the fact that the members of staff tried their best to explain to us but couldn’t help us with our refund. Will not be returning here again

If I can do 0 star I would do. Long story short: Very unhelpful staff and definitely avoid this branch if you're local or anyone who doesn't hold a VALID FLIGHT TICKET ARRIVING ON THE DATE OF COLLECTION. They also do Alamo and National so also avoid these two. All other airport car rentals are fine at least until the day we visited. Now the long version: We used to use Birmingham Airport car rental as it's open till late. This time Enterprise refused to give us any car saying they have a recently updated policy for this certain branch that they would not serve any local resident without a valid flight ticket arriving on the date of collection. When we book the reservation, there's no remind nor any pop-up window to clarify this. There was also no prior contact to discuss this. Upon collection, they simply turn back with line on their "updated" t&cs saying we "must be a customer of Birmingham Airport to be able to rent a car with them". It looks like their definition on the word "customer" is very narrow so you're not concerned as a "customer" if you only bought a pack of Haribo from an airport convenience shop. When we asked for an explain, they said it's because their cars kept being stolen or abandoned so their management decided that they would not do business to any people without a valid flight ticket. Also be aware the ticket must be valid on the date of your collection. They told us a story that someone arrived three days ago and stayed in the airport hotel, but they didn't get the car either because their flight ticket was not valid on the day of their rental reservation. Anyway we got stood up at 9pm and had to go for other car rentals (all others are fine with local resident). We had to either triple the price to get the same car or downgrade to save money from other car rentals. We ended up going to Hertz.