The night air in Sydney felt a bit cold when I walked out of the airport with my suitcase. I was on my own and my phone only showed the map and my booking. The pickup area was not very bright and I already imagined driving a Kia Carnival out of there. When I stood in front of the counter, the mood changed. The staff at the rental desk told me that the car I booked had an accident before and they could not give it to me. They said they only had a 7 seat Toyota Kluger for me. His voice was calm but for me it was a big thing. I looked around at the parked cars and in the end I just took the Kluger. If I did not take it, I really had no idea where I would go that night. The small details still bother me when I think about it. At the counter they told me they would refund the price difference. I went back and waited for some days and got nothing. My booking was fully prepaid so I felt nervous all the time. It was like the money was stuck in the air. I was busy with my own plans and at the same time I kept checking my email and the booking page. My mind was a bit messy. Then I reached out to their customer service and told the story from the start. Since I travel alone I have to watch everything by myself. I really hate when people just push things around. After I explained the whole thing, I felt that someone really took over the case. It was not just one line like saying they will check again. They asked me about the pickup in detail but in a normal way. I also told them that I arrived about one and a half hours late, that I told the rental office before, and that my documents were all ready. I did not want to hide the parts that were not perfect for me. They did not blame everything on me because I was late. They said they would talk to the rental company and keep checking for me. During the next days what I remember most is that one person kept following my case. I did not need to repeat my story every time. When there was news they told me and I always knew what was going on. I could feel that the rental company was slow to reply but I also felt that someone was pushing things forward for me and my complaint did not just disappear somewhere. One time I was on the train and I got a message that they would pay me some money as a compensation first. At that moment I felt a big relief. For me this meant they were not only waiting for the rental company. They were also thinking from my side. The money was not a huge amount but it showed that someone was really taking care of the problem. For a solo traveler this kind of feeling is very important. When I look back at everything from the first shock at the counter to the final compensation, my feelings went up and down. At first I was disappointed then worried and later I slowly felt calm again. For me having one person who remembers me and my problem and keeps telling me that they are still working on it is even more important than the final result. Before this I only checked price and car model when I booked. This time I really felt how it is when there is dedicated customer service following your case from start to finish so I do not need to chase people every day. The rental office did not handle it well at the start but the way the support team followed up made me feel that I was not just some random booking. Now when I look at the record of this booking I do not care that much about the change of car type anymore. I think more about how I stood in the cool Sydney night air feeling nervous and how later I felt safe because someone kept working on my problem. I made this booking through QEEQ and this experience showed me that when something goes wrong with a car rental I do not always have to handle everything alone.
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