It started with that extra 50 euro at the counter and I was really confused. I went to pick up my car at Lisbon airport on April twenty sixth in the afternoon. It was a bit after two. I was traveling alone in Portugal and I thought it would be a simple pickup. The staff at the counter told me I had to pay a holiday fee and he sounded very sure. I checked my voucher again and again and I did not see this fee. I felt upset and also worried that if I argued more I might not get the car on time. I still paid the 50 euro in the end but I felt very uneasy. I contacted the customer service of the platform right away and told them what happened. I sent them photos of the receipt. What made me feel calm was that after that it was not a new person every time. The same person kept following my case. When I did not understand something I asked and they explained in simple words. I did not feel ignored. It actually took quite some time. A few times I thought maybe nothing would happen and the money would be gone. Every time I started to worry again I sent another message. Each time I got an update. They told me they were still talking with the rental company and told me not to worry. I could feel that someone was really watching this for me and not just leaving me there. In the middle of May I returned the car in Lisbon. It was on May third around two in the afternoon. The return was smooth but in my mind I was still thinking about that 50 euro. Some time after that the customer service reached out to me and told me that the holiday fee could be refunded and asked me to confirm how I wanted to get the money. I felt so relieved at that moment. The most important part for me in this whole thing was that there was one person following my problem from start to finish. I was traveling alone and I am not very confident with the language but talking with them was easy. They reminded me what proof I needed to keep and told me in advance that it might take some time. The wait was a bit long but I always felt that someone was taking care of this for me and that means a lot to me. As a user who booked with QEEQ I did not feel thrown to the rental company. I felt that someone was really on my side.
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