I will start from the bad part first. The upgrade fee did not come back in the end, but I was traveling alone and I did not break down, mainly because someone from customer service kept in touch with me and I felt someone was looking out for me. I booked the car through QEEQ and planned to pick it up on the evening of February 10th in New York. It was supposed to be a Ford Explorer for my own trip in the next days. When I went to the Budget counter that night with my luggage, I waited there for around half an hour. I was already a bit annoyed. Then the staff came and told me they did not have the car I booked. He asked me to choose. I could change to a minivan or pay 30 dollars more per day to upgrade to a bigger SUV. He also said the car I booked might need a long time to be ready, maybe two hours or more. I felt really stuck. I was alone on this trip and my schedule was fixed. I just wanted to leave the airport soon, so I agreed to upgrade. Inside I was not happy at all. It felt like I was pushed to pay this extra money. The next day when I calmed down, I did the math. The upgrade fee was around 181 dollars. I sent an email and asked them to return this money. Later someone from customer service contacted me and checked the whole story with me. They asked me for some details. At that moment I did not feel like I was fighting the rental counter all by myself anymore. At least there was someone trying to speak for me. They told me they would talk to the rental company and they would need some proof from my side. Sadly I had not kept all the papers and I could not find some of the documents. During that time they updated me a few times and said they were still talking with the rental side. I was a bit impatient, but I could feel that someone was following my case and not just leaving me there. In the end the rental company did not agree to refund the upgrade fee, so I was disappointed. Still, when I think about it now, if there was no one helping me talk with the rental staff, I would probably give up much earlier. This Dedicated customer service made me feel less nervous when I was alone in another place trying to solve this problem.
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