That day in Quito still feels kind of funny and kind of crazy when I think about it. I arrived at the rental office with my backpack. I was alone and really excited to drive a small car around the city. I had booked the car before on QEEQ. I remember it was a small Chevrolet with manual gear. I checked the pickup time many times because I was afraid to make a mistake. When I walked to the counter, the staff checked the computer, looked at me and said my booking was canceled and there were no cars left. In that moment I just froze. I kept asking him to check my name and the time again and I showed him my confirmation. He just repeated that there was no car for me. I felt nervous and also a bit angry. I was in another country by myself and my phone data was not very good. In my head I kept thinking that all my plans for the next days were broken. Then I remembered that when I made the booking I chose the Worry-Free Service. At that time I was thinking if I should save that money. In that moment I suddenly felt I made a smart choice. I first tried to call the rental office number again and I spoke with the staff to see if they could give me another car or let me pick up later, but it did not work. They said the system showed that I could not get the car. I went to sit in a corner and tried to calm down. Then I contacted the platform customer service and explained everything step by step. I also sent the photos I took at the counter and a paper the staff gave me. I honestly did not expect a fast solution. I just wanted someone to help me find out whose fault it was. They asked me for some more details. I told them the time I arrived at the office, what exactly the counter staff told me and what was written on my confirmation. While I was waiting nearby my mood went up and down. Sometimes I felt I should just give up. Then I felt this problem was really not my mistake. One thing that made me feel safer was that customer service kept following my case. They told me when there was some new info. They also checked with the rental company if it was really because I was late or because there was no car at the branch. These things were very hard for me to clear by myself. Later they finally gave me a result. They used the Worry-Free Service to help me get compensation. They explained to me how much I could get and how they counted it. I did not need to fight with the rental company by myself. I just needed to give my proof and explain what happened and they did the rest. It felt like before I was standing alone in front of the counter and no one listened to me. Then suddenly there were people standing on my side speaking for me. This trip was supposed to be a simple car rental but it became a small drama. If I did not have this service I think I would get nothing and maybe the rental company would even say it was all my fault. Now when I look back I feel that paying a bit more for Worry-Free Service was really worth it. When something went wrong I was not alone. Someone helped me turn this failed pickup into a result that felt more fair. My plan that day was messed up but I also learned that when I travel alone next time I will still book with QEEQ and I will keep this kind of service in mind.
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