I booked my car in Reykjavik through QEEQ and I thought everything would be smooth, but the start was a bit stressful. Around March 31 at midday I landed in Iceland, took my luggage and walked into the arrival hall. I followed the info on my voucher and tried to find the rental person, but I walked around again and again and saw no sign and nobody waiting for me. I started to panic a little and used the phone number on the paper to call the rental company. The phone rang for a long time and no one picked up. I tried again. Still no one answered. People were walking past me and I was just standing there waiting. I felt really anxious and kept thinking if I could not get my car then all my plans for that day would be messed up. At that moment I remembered I could contact the platform, so I sent a message to customer support and told them I could not reach the rental at the airport and also told them the time when it happened. I watched my phone while I kept checking the area near the exit, afraid I would miss someone holding a sign. After a while support replied. The tone was calm and they told me not to worry too much and that they would try to contact the rental for me. I felt a bit better but I still stayed there and waited for more news. Some time passed and I still could not reach the rental by myself. I was also getting cold and tired so I messaged support again and said I was still at the airport and nobody came for me. I could feel that they were really following this problem closely. It did not feel like they just sent one line and disappeared. Then they told me that to avoid wasting more time I could take a taxi to the City Car Rental office first and they would help me deal with the taxi cost. My head was a bit messy at that time but this plan sounded practical. So I went out and joined the taxi line. Before the taxi left I took a picture of the meter. When I arrived at the City Car Rental office I also kept the paper receipt from the driver. I told myself I must keep these or the money would be gone for nothing. At the office the staff helped me finish the pick up for the Mitsubishi Eclipse Cross. The car was fine and in good shape. My mood slowly got better, but when I thought of that waiting time at the airport it still felt a bit unfair. When I reached my place later, I took photos of the taxi receipt and sent them to support, and I also sent screenshots of my call history that showed I tried to call the rental at the airport. What surprised me was that from the first message at the airport to all the later steps it was the same support person talking to me. I felt that this person really stayed with my case and did not change every time so I did not need to repeat my story. After I sent the receipt, they reminded me that I also needed to give my bank card info so they could refund the taxi fee. I was a bit careful and asked some small questions. They explained things clearly so I decided to send my account details. In the next days I was still a bit worried that this thing might just fade away, and I did not know what the rental company would say. I could only see that support kept following up with me. Sometimes they checked if I had received their email and if I had read their note. I felt they were not just pushing the blame to the rental but were trying to solve the money part for me from their side. Later I got an email telling me that the taxi fee of 4650 ISK would be paid back to me and they would send the money to the account I gave them. At that moment I felt a big relief. I felt that all the trouble at the airport was at least not for nothing. For me the most important thing was not only the money itself, but that from the moment I had a problem, someone stayed with me on this, from the airport until the refund was confirmed. This time I could really feel what dedicated customer service means. It was not just someone saying you wait a bit or we will see. It was someone who remembered who I was, knew what happened to me and also made sure the whole thing was finished properly. As a tourist in Iceland who did not know the place at all, that feeling of being taken care of was very strong. On April 9 early in the morning I drove the car back to Reykjavik, filled up the fuel and did a quick check, then handed it to the rental staff. The return was fast and simple. When I look back, there was this small bad moment at the start, but because support followed my problem from beginning to end, my feeling about the whole rental experience is still very good and I feel more brave to arrange my own transport and trips in new countries.
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