That day in A Coruña the sky was a bit gray and I was walking alone with my suitcase to the Budget counter. I kept thinking about the Citroen C3 I booked and how it would look. I knew I wanted a small manual car with four doors and five seats. I travel alone but I still wanted the car to feel like what I saw when I placed the order with QEEQ. The staff gave me the keys and told me the car was outside. I went to the parking lot and I saw Renault Clio Zen written on the back. I stopped for a second. My first question in my head was is this a downgrade. My second question was did I pay for something better. I went back to the counter and asked if this car was the same level as the one I booked. The person at the desk just said it was the same group and there was no difference. I still did not feel very sure but I could not say any professional words so I just took the car and left. When I reached my place I started to think more. I booked by looking at the Citroen C3 size and price. Now I got a Renault Clio. Is it one level lower. Did I lose money. Can I complain. These questions came one by one. At last I decided to contact customer service and ask. After I sent my message I was a bit nervous and I was afraid nobody would answer me. Very soon someone started to talk with me and this same person stayed with me for the whole case. I threw all my questions out. I said I booked Citroen C3 and got Renault Clio and asked if they are the same or not and if this was a downgrade and if there was any price difference. They did not ask me to read any complex rules. They just listened to me step by step and then answered step by step. It felt like I asked is this car smaller and is it worse and they answered we will check with the rental company and we will see if it is the same group. The way they replied was simple but it made me calm. A few days later they came back to me with an update. I was at work and my phone vibrated. I opened it and saw that they had already contacted the rental company and the case was sent to a higher level. New worries came again in my head. Will this be delayed for a long time. Will they just forget my case. I told them these worries directly. They did not make me call any foreign number and said they would keep following it and would tell me when they had more news. I could feel that they were not just trying to end the chat fast. They told me the general progress and that I just needed to wait a bit. Later when they contacted me again they said the rental company checked the booking group and the car I got. They said both cars were in the same level and they also said the car I drove even looked a bit bigger in space and outside. My new question became did I think too much. Maybe I did not lose anything. I asked again so if it is the same group then it means there is no downgrade right. They answered again with patience and said based on the group and the price there was no downgrade and no price difference. I do not really understand those codes and groups. I can only judge from my own view. Is the car enough for my needs. Did they clearly give me a worse one. So I thought again about how I felt when I saw the car in the parking lot and I compared that with their explanation. After asking and asking I slowly relaxed. I felt that at least someone was handling it and I was not guessing alone. What impressed me most was the feeling that one person was always taking care of my case. Every time I had a new question I could still talk to the same person. I did not need to explain the whole story from the beginning again. There was someone following the problem and I felt my small issue was treated seriously. It was not ignored just because the money was not huge. A few times I wanted to just let it go but they still came back to update me and told me the progress so I knew the case was still moving. For a solo traveler like me the biggest fear is not the problem itself. The fear is when a problem happens and nobody helps or when I need to repeat my story to many different people. With this Dedicated customer service my feeling was that I could throw all my doubts to one place and then wait for clear answers. I did not need to guess everything by myself. Even though the final result was that there was no downgrade and everything was normal I still felt much more at ease. When I look back at this car rental in A Coruña from the first doubt about the car model to the moment the case became clear I know I would feel much more angry and tired without their follow up. Now when I think about future rentals I am more willing to book through them because when something goes wrong I do not need to fight with the rental counter on my own and I feel much more secure.
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