I booked my car in Denmark through QEEQ and flew from the UK to Copenhagen on my own. It was around the end of March in the morning when I picked up the car at the airport. I felt quite confident because my voucher said the car could seat five people and hold several suitcases. I had three 24 inch suitcases and I thought it would be fine. When I got to the rental counter and saw the actual car I was confused. We tried to put the bags in the boot and we could only fit two. No matter how we turned the third one it just would not go in. The staff at the counter kept saying that in their system this model only takes two big suitcases and that if I really needed space for three I had to upgrade to a bigger car. They showed me their own info and it was different from what I had seen when I booked. I felt something was wrong but I also really needed all three bags to fit so I had to agree to a more expensive car and moved to a bigger BMW. In the end I paid quite a lot more for the upgrade and my mood went from excited to annoyed. When I got back to my place I contacted their customer service straight away and told the whole story step by step. I explained how many people and how many bags and the size of the bags. I thought they might just give a standard answer but the person who talked to me was quite patient. They did not make me repeat everything many times and they did not tell me to just talk to the rental company on my own. They clearly said they would ask the rental company and also check the luggage information I saw when I booked. They told me to wait for an update. At that moment I felt a bit relieved because it did not feel like I had to fight this alone. A few days later they contacted me again. They told me they had got the full invoice from the rental company and showed me a clear breakdown of all the extra charges. They also explained which part was the upgrade fee. At the counter I had no idea what all the numbers meant so I had worried that I was just overcharged. Now someone was explaining each part in simple words and I finally understood what I had actually paid for. That made me feel much calmer. After that they told me they would keep pushing both the rental company and the supplier because the luggage information on my booking and what the counter said did not match. They felt it was not fair that I had to pay everything just because of that. I could feel they were really following up because every few days I got another message with a small update telling me what the other side replied and what they planned to do next. I could not see what happened in the background but it did not feel like the case was forgotten. The process took quite a long time and I honestly thought a couple of times that this might just end with no result. Every time I looked at the amount I paid for the upgrade I felt upset and went back to read the chat again. After some more time they reached out once more and told me that they had managed to get a middle solution. I could get half of the upgrade fee back. Deep down I still felt a bit wronged because I believed the info on my voucher should count but I also know that real life is not always perfect. At least they did not pretend nothing happened. They tried to get a result that was as fair as possible for me. What mattered most to me was that during the whole process someone was clearly following my case from start to finish. They did not just send one sorry message and disappear. As a solo traveler in another country I do not feel very strong when I have to argue with a local rental desk. If they had not kept helping me to talk to the rental company I think I would have given up already and just eaten the whole cost. Now I got half of the upgrade fee back and I also learned what details I should check more carefully next time I book. The experience was not perfect but this kind of dedicated customer service made it much better. It really felt like someone was on my side and not just leaving me alone to deal with the rental company.
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