Innsbruck after the snow was very quiet and cold and I walked alone with my suitcase to the Buchbinder counter. In my head I was already planning how to put everything into the station wagon I had booked. When I got the key and went to the car I saw it was smaller than I expected. The boot looked short and tight. I tried to push my suitcase in and it felt wrong. The space just did not match what I had in mind. I was traveling by myself so there was no one to talk with about it. I still took the car and drove away but my mind was not calm. I kept thinking that I booked a bigger car because I really needed the luggage space. Now it felt like I lost that. Later I contacted them and explained that my main reason to book that class was the big boot. For me it was not a tiny thing because a lot of my stuff had to stay in the car. A bit later someone from customer service reached out to me. After that it was basically the same person or the same small team following my case. I felt they knew who I was and I did not need to start my story from zero every time. I told them it felt like a downgrade in space. They did not brush it off. They first tried to calm me down and said they would talk to the rental company. They asked for details like how many bags I had and how different the space was. I could not see what they did in the background but I could feel that someone was pushing this for me. During the next days they gave me updates from time to time. Sometimes there was not a lot of news but they always checked my name and did a short recap of what we talked about before so I knew they did not mix up my case. As a solo traveler that part mattered to me. It felt like I was not just a random order number. In the end they offered a compensation plan. The money was not huge but for me it showed they took my problem seriously. I did not feel I was pushed away. I felt someone stayed with my case from start to finish and tried to get a fair result. I am pretty sure if I had to argue alone with the rental desk I would not get this far. On this trip I really felt that QEEQ was standing in the middle and looking after me which made a big difference when you travel on your own.
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