"The rental desk said it is an upgrade and you do not need to pay extra." That is what the support person told me on the phone. I looked at the contract and the refund amount and I felt that at least there was a clear result. A few days before that call, I booked my car in Denver through QEEQ. I chose a Ford Mustang Cabrio and planned to pick it up around the afternoon of May 23. My flight landed a bit late and I was tired when I reached the counter. I just wanted to get the car and go to the hotel. The staff told me my booked car was not available. They said they could only give me a Chevrolet Silverado and called it an upgrade. Inside I was not happy. For a business trip, I picked a cabrio because of my schedule in the city and also my own taste. A pickup truck felt very different and not what I planned. The counter staff kept saying it was more expensive and I did not need to pay more. At that moment I just took the keys and left, thinking I would deal with it later when I was calm. Back at the hotel I got more upset. I paid for a cabrio but did not get the type I wanted. I started to doubt this upgrade story. So I contacted their customer service and explained everything. I told them when I arrived, what car I got and that I did not agree with the rental desk. What surprised me was that after that I was always talking to the same person. This felt like dedicated customer service. Every time the reply was clear. They told me what they were asking the rental company and what the possible solution could be. A few times I was very busy with work and almost forgot about the case. They still checked details with me like my flight and my arrival time. I could feel they were really passing my words to the rental company and not just sending standard messages. When the rental period was over I asked again if we could push for some compensation. They did not try to avoid it and said they would keep talking with the rental company. Later they told me that the rental side agreed to give a partial refund. When I saw the amount I felt a lot better. The car experience itself was not exactly what I wanted but the way the problem was handled made me feel supported. As a business traveler who flies a lot, I really value it when one person follows my case from start to end so I do not need to repeat everything every time. Even when I was a bit emotional they stayed patient and the follow up was quite fast. This one to one style made the whole rental story much less stressful for me.
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