When I walked out of Dublin airport that morning, the wind was a bit cold and my head was kind of dizzy from the flight. I pulled my suitcase to the Europcar counter and just wanted to get my car and leave. Then the staff checked my info and told me that my rental days with them this year were close to the limit. With this booking plus the one I had in January, I would go over their 28 day rule. My mind went blank. I thought I did something wrong and that this whole plan was about to fall apart. The staff kept talking about some terms. They said I chose a limited insurance package this time and also talked about my credit card insurance only covering 28 days in one year. I stood by the counter watching people come and go. I felt very nervous and also a bit angry, because no one clearly told me this part before. I flew here from the US by myself. I was tired from jet lag and then I tried to check other car companies at the airport. Some did not accept my credit card insurance. Some were way more expensive. I really felt like I was about to break down. I contacted QEEQ customer service and told them the whole story. They did not just push the problem back to me or ask me to fight with the car rental staff alone. They kept asking me for details and said they would talk with Europcar for me. I could feel there was one person really following my case, because every time there was some progress, someone reached out to update me and told me what they were discussing with the rental company and what documents they still needed from me. I could not hear their talks in the background, but it did not feel like they were brushing me off. For some time I was really scared that I would have to pay this big amount only by myself. The desk at the rental company said their system allowed my 21 day booking because it did not know I already used 15 days in January. Everyone had their own explanation. The only one standing at the counter worrying was me. The support team kept calling or writing to me with a calm voice and explained what steps they had finished and what I should do next. They taught me how to send my bills, the contract and my insurance papers in a clear way. I felt that at least I was not trying to solve this alone. Later they told me they would first cover the extra charge for me so I could still get the car and continue my plan while they kept talking with the rental company. When I saw the amount I was shocked. It was not a small number. Knowing they were willing to stand in front with me and help pay first made me feel really taken care of. It felt like someone was on my side. For an overseas traveler like me who came to Europe alone, this kind of dedicated customer service and follow up matters even more than just saving money.
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