I will start with the problem first. I booked a car on QEEQ, picked it up in Townsville with Avis and planned to return it in Brisbane. Around the morning of February 27, close to ten, I went to the counter with my child to get the car. My booking was actually for the next day around the same time. That morning my kid was a bit fussy and I just wanted to get the car earlier so the day would be easier. The staff at the counter did not tell me there would be extra fees. I only checked the car type and things like the child seat. Later around March 8 in the morning, I returned the car a bit later than planned. With a kid, packing always takes longer. I thought this small time difference would be fine and would just be inside the booking time. When I dropped the car I felt relaxed. I thought the whole rental was done. A few days later I saw a charge on my card. It was about 257 Australian dollars more and I was shocked. This amount is not small for a family with a child. I went through everything in my head. No accident. No ticket. Fuel was full when I returned the car. I could not understand why there was an extra charge. I felt angry and also worried. I was scared that I got tricked by someone. So I contacted their customer service and sent them the amount I saw on my bill. At the start I was nervous. I thought maybe no one would really help me and they would just tell me to talk to the rental desk. But it was not like that. One person stayed with my case the whole time. It did not feel like a robot. They let me finish my story and then helped me check each point. Later they explained that the rental company showed that I used the car longer than my booking time and also got a higher group car. So the rental company charged extra using their normal desk rate. To be honest I still did not like this answer at first. I felt that taking the car a bit early and returning a bit late should not be so expensive when no one at the desk warned me about it. I told them all my feelings. They did not just push it away. They kept asking the rental company how the fee was counted and if there was any way to get some money back. I could feel that the same person was watching my case. They came back to me a few times with updates and told me what the rental company said and if there was any chance for a refund. In the end the rental company still kept their rules and I did not get the extra money back. But through the whole thing I did not feel left alone. I was traveling with a child and it is really hard for me to argue again and again with the rental desk by myself. Having someone follow up only with me made me feel more calm. I know the result was not what I hoped for, but the way they handled it made me feel looked after. This kind of dedicated customer service follow up mattered a lot to me this time.
Odkryj, jak nasza usługa pomogła innym klientom
