When I arrived at Quito Airport in Ecuador, I was excited to pick up my car. But at the counter, the staff told me that my booking didn’t include basic third-party insurance, and I had to pay an extra $392 plus taxes. I was confused because I clearly remembered it was included in my booking. I tried to explain, but they insisted I pay. I had no choice but to pay, feeling quite upset. Back at the hotel, I immediately contacted their customer service and explained everything. They quickly responded, saying they would follow up on this issue and help me get a refund. They kept updating me about the progress, sharing the supplier’s replies and their actions. Although the supplier initially refused to refund, the customer service didn’t give up and continued to appeal on my behalf. In the end, they successfully refunded the overcharged amount. It felt great to be taken seriously, and the problem was perfectly resolved.
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