To be honest I was pretty angry at the start of this rental. I booked through QEEQ and I chose a VW T Cross in advance because for business travel I need some space and a bit of style. On April thirteenth in the afternoon I landed in Bari and walked to the Budget counter with my luggage. The staff there told me they did not have the car I booked. They gave me a small Fiat that was clearly a lower group. I felt really bad. In my head I kept thinking that this kind of car is cheaper on other sites and I basically paid more money for a worse car. After I picked up the car I felt more and more unhappy so I contacted the support team. I did not use any special terms. I just said that I booked a VW T Cross and got a smaller and cheaper car and that it did not feel fair. I was also afraid that my extra money was just gone. I am quite busy and I thought maybe no one would really care after the first message. It was a surprise for me that from the first contact the same person kept following my case and he remembered my situation clearly. In the next contacts I did not need to explain everything from zero again. They told me to stay calm and said they would reach out to the rental company and try to get some money back for the downgrade. I spoke very directly and said I felt I lost at least dozens of euros or even more. I thought this kind of thing would take a very long time or end with a simple sorry with no solution. Instead they sent me updates from time to time and told me they were still talking with Budget and that my problem was still under work. I do not know what they did in the background but from my side it felt like someone was really watching this for me. After a while support told me they had managed to get some refund for the price difference and that the rental company would first send a small part of the money back to my card. When I heard the amount I still felt it was low and far from what I expected. I said very clearly how I felt because I travel for business and both time and experience matter a lot to me. I thought that was the end but they kept checking inside and later told me that on top of the money from the rental desk they would also give me extra compensation from their side. When I added the numbers it was much closer to what I felt was fair. There was one moment when I did not really understand how they counted the money. The person explained it to me again in a simple way and showed which part came from the rental company and which part came from them. I was on a business trip while answering messages and handling other work at the same time so I was a bit annoyed. Since he explained it step by step I calmed down slowly. Later I confirmed I accepted the plan and they processed the refund. Some time later I checked my statement and I saw the money had arrived. From my first strong anger to finally feeling more or less okay the key point was that there was someone following my case all the way. I did not need to chase every day and I did not need to repeat my downgrade story again and again to new people. For someone like me who travels a lot for work this feeling of being looked after is actually very important. I am still not happy with what the rental counter did but during the problem the follow up from support made me feel I was not alone when something went wrong. For me this is even more important than getting a few more euros back.
Odkryj, jak nasza usługa pomogła innym klientom
