I booked the car on QEEQ because I wanted to drive around Venice with my kid for a few days. Around the afternoon of February 13, I picked up the car at the airport counter. I was pushing our luggage, holding my kid with the other hand, and my head was kind of blank. The staff at the counter spoke very fast and gave me a lot of papers to sign. I just remember flipping pages and signing. I only wanted to get the car and leave so my kid would not get too noisy there. When we finally got on the car, I was actually pretty happy. The car was big enough and my kid sat in the back seat and kept looking out of the window. He kept asking to go see the water city. Those days we drove around small towns near Venice. My kid talked all the time and asked many questions, and my focus was always on the road and on him. I did not think at all that there would be trouble later. On February 27 in the evening, I returned the car. Everything seemed fine. I parked the car, the staff checked the outside of the car and said it was okay. Then I left with my kid to catch our ride back to the hotel. When we were finally in the hotel room, I had time to look at my phone. I saw a very big charge on my credit card bill. My body went tight at once. I checked it online and found it was for extra services and fees. I did not remember that I agreed to these. I felt very nervous and I still had to take care of my kid so my stress was very high. My English is not very strong, so I had to read bills and calm my kid at the same time. That night I almost did not sleep. My head kept thinking about why the money was charged like this. Later I reached out to their customer service and told them what happened to me step by step. I sent screenshots of the bill. At that time I was holding my sleepy kid who was crying, and I was walking around and typing. My feelings were a mess, but the person who talked with me stayed very calm and kind. They listened to me carefully. My story was not very clear and I jumped around, but they did not rush me. They asked me to slowly remember the details. In the next days they kept giving me updates. Every time there was news they explained it again in simple words that I could understand. They told me which step we were at. I did not understand some special terms but I could get the main idea. I could really feel that someone was looking after my case in a personal way. It was not just one cold email and then silence. Because I have to take care of my kid, many things break my time during the day. Sometimes I replied late. They were still patient and just waited for my message, then kept helping me talk with the rental company. It felt like there was a person on my side. They helped me sort my questions and turn them into words that the other side could understand. I could not see many details of the process, but I knew someone was watching my case closely. For a parent traveling with a child like me, with energy all over the place, this kind of one to one follow up from dedicated customer service is actually more important than only the final result. During that very stressful and uncertain time I did not feel alone facing the bill. There was someone there who stayed patient and tried to put everything in order with me.
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