I booked my car in Auckland through QEEQ and at first everything looked fine. Around the afternoon of April twenty third I walked to the Europcar counter with my suitcase. I was pretty excited because my booking page showed a Mitsubishi Outlander. The photo looked really cool and I felt it would be a nice car to drive around Auckland. When I reached the front desk the staff looked at my booking and said the car I reserved was actually another model and that this Outlander was an upgrade. I needed to pay extra if I wanted it. I was confused. In my mind I was sure I chose the Outlander that I saw on the page. Standing there in the airport hall I felt a bit awkward. I was tired and just wanted to leave with the car. The staff at the desk stayed calm but the meaning was clear. No extra money no Outlander. To avoid delaying my plan I finally paid the upgrade fee with my card but in my heart I kept thinking if this money was really my problem. When I got back to where I stayed I felt more and more that something was wrong so I contacted their customer service. One thing that surprised me was that the same person kept following my case. It was not like I had to explain everything from the beginning to a new person each time. I told him what I understood from the booking and the desk. He did not blame me or say I read the page wrong. He just told me to stay calm and said he would talk to the rental company and check the model issue. I felt a bit better. It was like I was not standing alone in front of the rental company. Someone was speaking for me. Later he told me that the rental company put the Mitsubishi Outlander under another car group and that the group I booked had a different sample car. When he explained it I still felt a bit lost but I could feel that this problem was not just my mistake. I kept using the car for the trip and around May third I returned it in Auckland. The sky was a bit cloudy that day. When I handed the keys back at the desk I thought again about that extra upgrade fee and I wondered if I would really get it back. After I returned the car they contacted me again and asked me to send the card charge screenshot and the invoice from the rental company. To be honest I am not the kind of person who keeps every document in order so at first I could not find everything. Those days I had already left Auckland. I was going between Fiji and other flights and the internet was not always good. Each time I saw their email I thought oh no I need to find more files but the same service person was still there talking to me. That gave me a feeling that my case was still in his hands and not forgotten. Step by step I sent the credit card screenshot and then photos of the invoice. He used simple words and told me that once they had the right files they would help me get the upgrade fee back. Sitting on airport chairs and sometimes on the plane when I checked my email and saw their follow up I did not feel abandoned. Even though sometimes they called me and I could not pick up because of time difference and bad signal the contact never really stopped. When they finally confirmed the bill and the charge and told me they would refund that upgrade fee the bad feeling I had for days was gone. All the trouble of looking for screenshots and invoices suddenly felt worth it. For me the clearest feeling from this experience is that there was one person who remembered my case from the beginning to the end. He remembered I was the guest who was charged extra for the upgrade. He did not make me repeat the whole story every time. He just told me what I needed to send next and kept talking with the rental company for me. When I was pulling my suitcase in a foreign airport with weak signal I could really feel that someone was watching over this problem for me. Even though I was pretty upset when the desk first told me to pay more for the car in the end when I saw that they followed through and helped me get that money back my feeling about this rental experience stayed very positive.
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