Did they fix that rental money thing for you yet? My coworker asked me this in the office and it made me think of my trip in Chile. I booked the car through QEEQ. My schedule was very tight because it was a business trip. I arrived at Puerto Natales in late February in the evening. It was getting dark and the wind was a bit cold. I pulled my suitcase to the rental counter and just wanted to get the car and go to the hotel to prepare for my meeting. When I reached the counter there was no one there. The lights were on and the door was closed. It looked like someone just left a moment ago. I checked the time and it was still business hours. I felt confused. I rang the bell but no one came. I went outside and called the rental office. I called many times and no one picked up. The parking area was very quiet. I could only hear the wind and I started to feel nervous because I was on a work trip and could not stay at the airport all night. So I contacted their customer service and told them what happened. I first thought they would just tell me to wait. Instead they reacted fast. They confirmed my exact location and told me not to panic and that they would try to help. I was standing near the parking building looking at rows of cars that I could not use and I was pretty upset. They kept trying to reach the rental office and then told me the calls did not go through. They asked me not to wait there and said they could help me change to another branch in the city. I was worried about the distance and the taxi cost since this was not in my plan. They directly told me to take a taxi there and said the taxi fee could be reimbursed and that I should first solve the problem of getting a car. I took my luggage and went out to find a taxi. The wind was strong and the street lights were a bit dim. The car went pretty fast on the road. In the taxi I kept thinking that if I had to do this alone it would be a mess. When I arrived at the city branch I finally saw staff at the counter and I felt much more relaxed. They gave me a new contract and took the deposit. I just needed to keep the contract and the deposit slip. The next days I used the car as normal. The car was fine and my meetings went as planned. The real trouble came after I returned the car. When I got back home I started to worry about the money. I was not sure about the prepaid money and the new contract amount. I was afraid I would pay too much. So I contacted them again to ask clearly. At this point I could feel that someone was really following my case. The customer service person knew the story well. They remembered that I changed to the city branch because no one was at the first office. They asked me to send the deposit bank slip and the contract photos so they could talk to the rental company about the price difference. Since I used a debit card and the amount was high I really wanted this to be clear. The rental company kept delaying and did not reply. I was ready to wait a long time. During this period customer service kept giving me updates from time to time and told me they were still pushing the other side and that I did not need to worry too much. As a business traveler I care most about someone actually following my problem and not leaving it there. Later they told me that since the rental company was so slow they could first cover the price difference based on my bill if I confirmed the amount. I checked the bill again and again and confirmed it was three hundred thousand pesos and then sent them the bank record. After a while they told me they had already processed the quick compensation and that I just needed to wait for the money. Through this whole thing my biggest feeling was that there was always someone looking after my case. Even when the rental company did not really cooperate I was not fighting them alone. For someone like me who flies a lot for work this kind of dedicated customer service makes the pressure much lower and lets me put my focus back on my job.
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