Let me complain first. When I saw an extra 119.98 euro on my bill, my first question was, where did this money come from. My second question was, how do I explain this to my wife. We had already come back from Cork in Ireland for a few days, around May twenty fifth or twenty sixth. My kid was playing toy cars on the floor in the living room. I was checking my credit card bill on my phone and that number just jumped into my eyes. My heart got tight right away. I tried to check by myself. I looked at the price I saw when I booked the car on QEEQ and the email with the confirmation. I did the math again and again. I still could not see where this 119.98 euro came from. Who should I ask. I do not really understand all the English terms from the rental counter. If I sit there and study everything slowly, I cannot take care of my kid who keeps saying dad come play with me. So I just contacted their support and in my head I was a bit upset. Will I need to explain everything many times. Will I need to wait very long. The result was kind of different from what I thought. The person who followed my case wrote down my problem clearly from the start and did not make me repeat it again and again. The questions were simple and I could answer them. Things like when I picked up the car, which city, which rental company and what kind of car. I said I rented from Budget near Cork airport around the evening of May twentieth, about six something. Then I returned the car at the same place a few days later. That day my wife and I were pushing the stroller, pulling our luggage and watching the kid so he did not run around. We were sweating and only wanted to finish the papers and drive away. I really did not listen to every single word the staff at the counter said. I told what I remembered step by step. The person checked with me step by step. Sometimes I stopped talking for a moment to think. He still waited and did not rush me. My kid suddenly shouted he wanted water. I said wait a second I will get water for my kid. The person on the line said it was fine and waited. Then we continued. The whole thing felt more like someone was helping me to sort things out and not like someone was questioning me. After a while they explained the charge from the rental side to me in a clear way. They told me it was some extra insurance parts that added up to that number and the amount matched. I was still not happy about the money but at least I knew where it went and it was not just a random mystery charge. For a parent who travels with a kid like me, the worst thing is taking care of the child and dealing with confusing problems at the same time. My time and energy are both limited. This dedicated customer service made me feel someone was watching the problem for me. I only needed to answer questions and did not need to dig through all kinds of rules by myself. I was not happy about the extra fee itself but the way they followed my case and explained everything to me made me feel pretty good about them because I did not have to sit there and worry alone.
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