QUALITY POLICY 

We at Dubai Rent a Car group of companies (Europcar), are committed in providing our clients safe and effective transportation solutions. We recognize that each of our clients has unique needs and preferences, and we work to meet these requirements with a wide range of fleet and offering flexible scheduling, and competitive rates. We hence believe that achieving excellence involves not just meeting but also surpassing customer expectations. Our quality policy is based on the following principles:

• We adhere to the highest standards of safety, reliability, and cleanliness of our fleets and facilities. We ensure that our vehicles are regularly inspected, maintained, serviced, and our facilities are well-equipped to cater various customer requirement.
• We comply with all applicable laws, regulations, and requirements related to our business operations. We respect the rights and interests of our customers, employees, partners, and stakeholders, and we conduct our business with honesty and integrity.
• To boost our efficacy, efficiency, and client satisfaction, we always work to improve our systems, technology, and processes. We monitor and assess our performance and outcomes, and we solicit feedback from our stakeholders and customers to identify areas that require improvement.
• We foster a culture of excellence, innovation, and teamwork among our employees. We provide them with the necessary training, resources, and support to enable them to deliver quality service to our customers. We recognize and reward their achievements and contributions, and we encourage their personal and professional growth.
• We strive to create long-term relationships with our customers, based on trust, loyalty, and mutual benefit. We listen to their needs and preferences, and we offer them customized solutions that suit their requirements. We value their feedback and suggestions, and we respond to their queries and complaints promptly and professionally.

Our quality policy is aligned with our Vision and Mission: Our Vision is to be the leading car rental company in the UAE, delivering the best value, quality, and service to our customers. Our Mission is to provide our customers with safe, reliable, and comfortable transportation services, tailored to their needs and preferences, at affordable prices.

COMPLAINT HANDLING POLICY

    Europcar Dubai is committed to provide exceptional Customer Services and seeks to maintain its reputation as a firm for the same. While every effort is made to ensure high level of Customer Service, sometimes due to various reasons may not lead to total Customer Satisfaction and we wish to know about this which helps us in improving our performance.   Europcar Dubai is also committed to maintaining its responsiveness to the needs and concerns of our Customers. The complaint handling process has been established for Customers who feel dis-satisfied against the Organization, its external providers or employees. The objective of the established process is to assist the Organization, its external providers or employees in resolving complaints in an efficient, effective and professional manner. Essa Sharaf Director DRC Group of Companies For quality related feedbacks or to report any incedent, please contact us:
Quality Department
Tel: +971 45063000
Email: Quality@europcar.ae