Who would not feel nervous when something goes wrong with a rental and you have kids with you? I booked my car through QEEQ. I planned to pick up the car in Panama City around the middle of February, close to noon, and return it a few days later in the afternoon. I even planned the times around my child and his naps. On the real pick up day we reached the Hertz office with our bags and a tired kid. The place and the situation were not what I expected at all. My first thought was that our plan might fall apart. I tried to calm my child and at the same time I contacted their support. I explained what was happening, that the opening time today seemed different from what I thought, and that the staff at the counter kept talking about extra things to add. I was confused and did not know what I really needed to say yes to. When I travel abroad with my kid I am already stressed. In that moment my head was a mess. The good part was that I did not feel left alone. Someone from support followed my case. They answered me very fast and asked simple questions about what I had signed, what the counter staff told me and what time I arrived. They used clear and simple words to tell me which parts were basic and which parts were optional so I could understand my choices. Later the rental office kept changing their words about if my first booking was used or not and what contract they were going to follow. I had no energy to argue with the car hire staff with a child next to me so I just sent every detail I had to support and they kept talking to the rental company for me. There were a few moments when I worried that I would have to pay a lot more than I planned. Each time I asked for an update they told me what had been checked so far and if there was any new answer from the rental office. They also explained what it meant for me in simple terms so I knew if I would really pay extra or not and if I needed to change our plan for the next days. After things were sorted out they helped cancel insurance that I did not use and I also got a small coupon. For me the most important thing was not the money. The key point was that I did not feel abandoned during the whole problem. As a parent in a foreign country, without perfect language skills, I felt that someone was always watching over my booking and talking to the rental company for me. This made me feel safer and more looked after when I was traveling with my child.
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