I first want to ask something. When a parent travels with kids and meets confusing fees, who can really help to make things clear. I booked my car on QEEQ and picked up a Honda ZR V from Europcar in Christchurch. It was around the morning of June 19 and I went to the counter with my child. Everything was fine at the start and I thought driving to Queenstown and returning the car around the afternoon of June 22 would be simple. The real trouble came later when the violation fees showed up. My phone showed a charge from the car rental saying it was a violation management fee. I was very confused because I remembered I had already paid around 30 NZD for parking once. I started to think something was wrong. At home I checked all the records while still watching my child. I had to read all the bills and codes in English and it felt more and more messy. I tried to talk to the staff at the rental counter. They talked about contract rules and their process. It did not really help me understand and I still was not sure about the difference between the fine and the management fee. At that time their customer service team contacted me and asked me to send all the payment records I had. I sent the 30 NZD payment screenshot and the electronic ticket I could find. I was quite anxious because my kid asked me if we were being fined a lot. I had to calm him and also try to understand these fees. Their team kept talking with the rental company. Each time they got a reply they explained it to me again. They did not use hard words. They talked step by step and showed me the difference between a management fee and the real fine. They also helped check that I actually had two parking violations so the rental company charged two management fees. The final result was that the rental company still kept the fees, but during the whole time I felt someone was really trying to check things for me and not just telling me to talk to the rental company on my own. When I think back to the days driving from Christchurch to Queenstown, the trip itself was nice. The problem was the surprise fees at the end that made me feel bad. Their careful follow up let me handle my kid and my own work without having to fight with many people at the same time. I could feel they were standing on my side and helping me understand everything.
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