I booked my Cairns rental on QEEQ. The whole trip went pretty smooth. I returned the car around the morning of June 5. Before I went to the return lot I went to a gas station and filled the tank again. I wanted to make sure there would be no extra charge. When I gave the key back at the car hire desk I even looked at the fuel gauge. It was on full so I felt safe and went on with my schedule. A few days later I checked my credit card bill and saw a charge of more than fifty AUD. The line looked like something about fuel. I was confused. I thought in my head that I just filled the tank so why is there a fuel fee. I came on a business trip and I need to report every cost. So this kind of unclear charge is a real problem for me. First I tried to check my phone and email by myself. I could not find any clear email from the car hire about this or any contract file I could read. I started to feel a bit stressed. Then I decided to contact their customer support. I sent them a screenshot of the card charge and said I did not understand this fee. I also told them that the fuel gauge was full when I returned the car and I wanted someone to check it. At the start of the chat I was a bit nervous because I was scared they would just say this is normal. The support person stayed calm and polite. They checked my booking details and told me they would ask the car hire company. I still felt worried but at least someone was working on this for me. After some time the support came back to me and said the car hire told them the money was for fuel and some credit card fee. My first reaction was that this made no sense because I really filled the tank. I tried to remember if I took any photos. Then I remembered that I did take a photo of the fuel gauge when I returned the car. I searched my phone and found it and sent it to them. When I sent the picture I also explained that I filled the tank right before drop off. The gauge was maybe a little bit lower than at pick up but it was still on full, not like half or anything. After they got the photo they did not tell me to talk to the car hire myself. They kept following it for me. I could feel it was the same person talking to me each time because they knew my case very well and also remembered that I came from Korea on a business trip. The way they talked was simple and direct and I liked that. There were one or two times when I asked for an update. The chat was very short. I asked if there was any result and they told me the current step with the car hire company. Later they told me they had already sent my fuel gauge photo to the car hire and they were asking them to cancel the fuel fee. When I saw this message I felt a lot more relaxed. I did not feel alone looking at a strange charge on my bill anymore. It felt like someone was speaking for me to the car hire and trying to make things fair. After some more time they contacted me again and told me the car hire agreed to refund about thirty eight AUD of the fuel part. The rest was some card fee. When I heard this result my feeling was a bit mixed. On one side I was happy that most of the fuel money came back. It proved that filling the tank and taking the photo was the right thing to do. On the other side as a business traveler I still think that if the car hire checked the fuel level more carefully at the start maybe we would not need to go through all this. Still when I look at the whole process the main thing I felt was that someone stayed on this case all the time. It was not like I sent one message and then got ignored. Every time I asked they could tell me what was going on and I did not need to explain my story again from zero. This feeling that my case was remembered made me feel taken care of. For someone like me who flies a lot and has a tight schedule this kind of one to one follow up really saves a lot of energy. Once the refund was confirmed I just closed this chapter in my head. The exact amount of money is one thing. For me the more important part is that now I know if I face a similar strange charge again I can stay calm. I just keep any proof I can like photos and then pass it to them and ask them to follow up. Then I can keep my time and focus on my work. For me this kind of steady follow up and personal care is more valuable than only having a cheap price.
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