I booked my car through QEEQ and at the start I was pretty mad. So what happened first. I booked a 9 seater car online in Osorno airport in Chile. The plan was to pick it up around noon on April 17th 2026 and return it around noon on the 20th. I thought it would be perfect for everyone in our group. A couple of days before the trip I got a message from the rental company. They said there was no 9 seater for me. They would give me a 7 seater big SUV and the price would change a bit. My first question in my head was what about my original booking. My second question was what exactly is this extra money for. When I arrived at the airport to get the car the staff at the counter told me again that they were giving me a large SUV. The car looked fine but in my head I was doing the math all the time. At the end when I paid they charged me 402 US dollars. Right there I asked what this was for. In the explanation there was 100 dollars for pickup and drop off shuttle service. I asked myself again how is that possible because I clearly walked to the airport counter by myself. No one picked me up or drove me anywhere. At that point I was confused and also a bit stressed. The 7 seater was small for us so I ended up renting another car to help with space. I could not even be the main driver on that one because I cannot drive two cars at the same time. With all this mess in my head I contacted their customer service and told them everything step by step. They first asked me where in the airport I got the car. I could only say the airport is really small and it is hard to describe an exact door or spot. I felt a bit helpless because they wanted details and I did not know how to explain better. But I could feel they were not trying to push me away. They were trying to understand what really happened. Then they checked how much I actually paid and asked if I had any more receipts. I sent them everything I had. For the next few days I kept asking myself if this 100 dollar shuttle fee could really come back to me or if I just had to accept it and forget it. They kept in touch with me and said they were talking with the rental company. I could feel someone was on my side and speaking for me. It was not just one simple line saying this is the company rule and that is it. Later they told me this pickup and drop off fee was not very fair in my case and they helped to get it refunded. With tax it came to 119 US dollars. When I saw the amount I even checked it twice. I finally felt that heavy feeling in my chest go away. The car could not turn back into a 9 seater and there was no way to fix all the trouble of renting another car. But at least this part did not just disappear in silence. I did not end up paying extra money with no one caring. I will remember that there was someone following my case all the way and making sure it was solved.
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