I booked my car in Cancun through QEEQ at the last minute and I thought it would be simple. When I walked into the airport office with my suitcase the staff at the counter told me they could not find my booking. I felt nervous and a bit embarrassed because there were many people waiting and the place was loud. After some time they finally found my booking but then they said there was no SUV for me. They only had a much smaller car. I felt pretty bad. The price did not really go down and I felt like I was losing money. I reached out to customer service and explained everything. I sent photos of the car I got and the rental agreement. What I remember most is that from that moment it was always the same person following my case. Every time there was some news they came back to me. They asked if I was charged extra and reminded me to keep the payment screenshots. When I had questions I could just reply in the same chat and did not need to explain my story again. I felt like they really remembered me. The whole thing was not very fast. Many times I almost forgot about it and then a new message would pop up and I saw they had pushed the rental company again. I could feel it was hard for them to deal with the people at the counter side but they still kept me updated. Sometimes it was just a short line saying they were still checking. For me that was okay because I knew my case was still alive. In the end they told me the rental company only agreed to refund part of the money and they explained the amount clearly. I first thought I would get nothing back so this was still a win for me. The refund was not as high as I hoped but at least my complaint was not for nothing. For me the most important thing was that someone stayed on my case all the time. Even when I moved on to other cities I knew there was a person talking with the rental company for me and that made me feel quite safe.
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