I was at the return parking area at Larnaca airport. The sun was strong. The car still smelled a bit like sea wind. I turned off the engine and sat there for a second. The scene at the rental desk a few days before就突然又出现在我脑子里。 A few days earlier, around the afternoon of March 31, I went to the SIXT counter to pick up the car. I had booked a Volkswagen T-ROC with automatic gear. The staff looked at the screen and told me my booking was for another group and I could only get a T-Cross. If I wanted the T-ROC, I had to pay an upgrade fee. I was just confused. On my phone, the confirmation clearly said T-ROC or similar. I stood at the counter. People were waiting behind me. The atmosphere felt a bit tense. The staff kept talking about car groups F2 and F3. In my head I was thinking that I do not really understand these codes. I did not want to argue there and hold up the line. So I decided to pay the upgrade first and just take the T-ROC, and think about it later. When I got back to where I was staying, it felt more and more wrong. So I contacted their support and explained everything. I sent photos of the contract and the payment receipt. I thought it would be very annoying and that I would have to chase them all the time. It did not turn out like that. There was one person on their side who kept following my case. I could feel that. From time to time I got updates. The messages were simple and clear. They did not ask me for a lot of extra stuff. They just checked the key points with me. The thing that felt different to me was that I was not pushed around. At the rental counter I could not get any clear detail. The staff there just said this problem had happened before but did not really explain more. When the customer service contacted me, I felt they were standing on the same side as me. They focused on one thing. Was this upgrade fee really fair or not. Later I found out they had talked with the rental company many times and checked the fee again. I did not see all the inside work. What I could see was that each time I started to worry and opened my messages, there was an update. It said the case was still moving forward and I did not need to pay more or go argue with the rental company myself. After some days I got another message. They told me there was a result for the upgrade fee and asked me to watch for the refund on my bank side. I was pretty surprised at that moment. At the desk on pickup day I thought this money was gone and I was just unlucky. Now when I look back, if I had not booked through QEEQ and had someone dedicated to follow my problem, I would have no idea how to fight this by myself. The whole thing made me feel like someone was actually taking care of it for me, so I did not have to sit there alone and stress about everything.
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