I kind of want to complain first because I booked a hybrid car through QEEQ but in the end it was their support that saved this whole thing for me. Now it feels fine but at that time I was pretty annoyed. I arrived alone at Gold Coast airport and went to the counter to pick up the car around the morning of April 17. I booked a hybrid Toyota RAV4. I was already thinking that I could save some fuel money. The counter staff looked at my booking and just told me that there was no hybrid car and they could only give me a petrol one. I was a bit shocked. I asked if the price would be different and if this meant they were kind of downgrading my booking. The staff only said the price was the same and did not look like he really cared. I was traveling by myself and did not want to argue there for a long time so I took the car and left but I felt strange driving a petrol car when I paid for a hybrid. Later I contacted their customer support and told the whole story. I even joked that I felt downgraded. The person kept checking all the details and asked me when I picked up the car and what model I got. It felt like someone was really watching this for me and not just giving me random answers. In the next few days I got messages from them saying they were still talking to the rental company and that some refund was already on the way and they were still checking if the difference was fair. It sounded a bit complex to me but I could feel that the same person stayed on my case and turned all the progress into simple words for me. At the end they told me the rental company gave back some money first and then they added more on top for me because I got a petrol car instead of a hybrid. I felt a big relief. All the time I spent explaining was not wasted. For me the counter staff felt like they were saying there was no car and I just had to accept it. Their support felt more like someone on my side. They helped me say what I could not say well and helped me get back the money I should not lose. As a solo traveler that feeling of someone following up and not forgetting you is actually very important.
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