At the parking lot of Muscat Airport, I stood next to a much smaller Hyundai Tucson than the Toyota Fortuner I had booked, feeling a mix of frustration and resignation. A few days ago, I had arrived here excited to pick up my large SUV, only to be told that without a credit card, I couldn't get the car. The staff at the counter were cold and even a bit rude. They told me I could pay for a 'credit card waiver,' but even after paying for it, I could only get a downgraded car. Left without any choice, I agreed to the arrangement, but I was far from happy. Once I got back to my hotel, I immediately reached out to their customer service team to explain my situation. They were incredibly patient and assured me they would follow up and try their best to resolve the issue. Over the next few days, I received regular updates from them. They worked hard to get an explanation from the car rental company and even tried to appeal for a refund of the price difference. Although the rental company stuck to their policies in the end, the customer service made me feel cared for and supported. On the day I returned the car, the sunlight reflected off the windows as I took a deep breath. Even though I didn't get the full refund I hoped for, this experience left a strong impression on me. Their customer service gave me a sense of reassurance, and while the issue wasn't completely resolved, I felt my choice to book with them was worth it.
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