The problem came first for me. I arrived in Cusco with my kids and I had booked a seven seat car through QEEQ. I thought it would be simple and everyone could sit comfortably. Then before pick up the rental company called me and said there was no seven seat car for us. They only had a five seat car. I felt nervous right away and my first thought was that a five seat car would not work with kids and all our bags. I went to contact their support team and told them everything. My feelings were a bit messy. I had to calm my kids and at the same time I was thinking if I needed to find a new car and what would happen with all the money. The rental staff only offered a five seat car or said I could use the five seat car first and then come back the next day or a few days later to change the car. That meant I needed to go to the office more than once. When I heard that I felt it was too much, and with children it sounded very tiring, so I said no. Their support kept in touch with me. They spoke in a calm and patient way and asked what happened and what result I hoped for. They talked with the rental company and then explained the different options to me again. They also told me to focus on my kids and my plan first. I thought to myself that at least I was not fighting with the rental company alone. I felt a lot less stressed. In the end I rented another suitable car by myself and it was much more expensive. I sent the new rental papers and payment proof to the support team. They said clearly that they would help me talk about the price difference. I was worried they might just push the problem away, but they kept following up. Sometimes they asked me for more documents and sometimes they gave me a short update so I could see the case was moving forward and not forgotten. I returned the car around the afternoon of April 9. When the whole trip was over I finally had time to put all files together and send them. They did not push me too hard. They only reminded me at the right time. I could feel that they really remembered my case and did not just send one email and disappear. When they told me that the price difference and compensation already had a result I could finally relax. I thought to myself that it was so lucky I had their help, because with kids in another country this kind of problem would be very hard to handle on my own.
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