I have to complain first. Getting charged extra in Dubai for a rental car was really annoying. I booked the car on QEEQ. I arrived around the evening of February 13 and dropped the car the next night in the city. I just wanted to drive a Jaguar around town and feel cool. Then I saw an extra upgrade fee on the bill and it confused me. I was pretty angry and thought this was another small rule that no one told me about. So I contacted them. At the start I was impatient. I thought they would just push the problem around. The person on the phone spoke very calmly. They asked me what happened on the pick up and drop off days and asked me for my bill and my bank card info. In my mind I was thinking this will take forever and I will pay for it in the end anyway. After that I went back to work. My phone kept showing their emails and messages. They said they asked the rental counter again and were checking the fee. I did not really understand how they worked inside. I only knew that every time I asked again there was someone who knew the progress. They told me what step they were on. I did not feel they were sending me to another number. It felt like one person kept an eye on my case. One night after work I was cooking at home and talking with them on the phone. I said I really did not want to waste more time and energy on this extra money and it was also bothering my family. The person on the line stayed calm and told me they were trying to fix the upgrade fee for me and wanted me to worry less. The problem was not solved right after that call but I felt more relaxed. I did not feel alone fighting with the rental company anymore. Some time later they told me the money issue was already arranged. That feeling of being overcharged and just swallowing it slowly went away. When I think about it now I remember that every time I called or sent a message someone would pick up my case from where it stopped. I did not need to explain the whole story again and again. For someone young like me who gets annoyed pretty fast this feeling of being followed and cared for was rare. The start of this story was pretty bad but the way they kept helping me changed how I see them.
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