Why can a simple car rental turn into a chain of problems. I only felt later that it was still good I booked through QEEQ. The whole thing really started after I returned the car. That day I had already dropped the car off in London. I thought the trip was over. A few days later I checked the charges more carefully and saw an extra upgrade fee. I was confused. I booked a 7 seat car but I drove a 5 seat car and I still paid more. Some days had already passed. At first I wanted to just let it go and think it was my bad luck. But I felt more and more unhappy about it so I reached out to them. I felt a bit awkward because I did sign the contract. At the rental counter the staff gave me a paper and asked me to sign. I was in a hurry and did not read it much. Later I found out it already showed the car type and the fees. After I told my story they contacted me and helped me sort things step by step. I remember they did not just say I signed so it is my problem. They first asked what happened at the counter and how it changed from 7 seats to 5 seats. I went through that day again in my mind. It was around the end of May at noon when I picked up the car in London. My booking showed a 7 seat car in the Kia Sorento group. I was quite excited because I planned to ride with friends in one car. When I arrived the counter staff told me there was no 7 seat car on site. They said they could upgrade me. I thought it meant a bigger car or at least another 7 seat car. We walked to the parking lot and I saw a 5 seat car that looked pretty new. I felt a bit unsure but the staff explained a bit and said this car was nice to drive. I was worried about time and had to hit the road so I did not argue. I signed the paper and left. Later when I explained everything to them I noticed how many details I did not understand at that moment. When I called for help I already knew they might not fix everything. I just hoped someone could listen and help me make things clear. They did more than I thought. They did not send a short reply and stop. They kept following up. They told me they would check my contract and ask the rental company why I got a 5 seat car and still paid an upgrade fee. They also gave me updates. They said the rental company did not give a clear answer and the signed contract was on file so it was hard to get the upgrade fee back. To be honest I kind of knew this might be the result. What felt different to me was that they did not just push everything to the rental company and they did not end the talk right away. They helped me in another way. They reminded me that next time I should read the car type and the price at the counter very carefully. They said if the car is not the same as the booking I should ask on the spot and maybe take photos. If there is a problem I should contact them early so they have a better chance to fight for me. I could feel they were thinking from my side not only about some process. Looking back the problem mainly came from me being in a rush on the pick up day. The counter staff talked a bit and I just trusted them. I did not check the contract. When I found something wrong it was already late. Even though this upgrade fee did not end in the perfect way for me I still felt better because someone stayed in touch. They told me what was happening and showed me how to avoid the same trouble next time. If I book with them again I will be more careful at pick up. I also know who I can talk to when something feels wrong instead of keeping it all to myself.
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