When I think about my car rental in Lyon I do not think of the car first. I think of the time I spent talking with the service team. I was traveling alone from California and I picked up the car in Lyon city around the middle of June. It was around noon on maybe June tenth when I reached the counter. I thought I had booked a compact SUV just like the page showed. At the counter the staff told me the car I saw online was actually a higher group in their system. They said my booking was for a smaller group and if I wanted the car I had in mind I needed to pay an upgrade fee. I felt pretty bad at that moment but I was in another country and I did not want to argue at the desk. So I just paid the upgrade and took the car. I told myself I would sort it out later. I returned the car in Lyon around late June in the morning maybe June twenty third. The return was smooth and the car itself was fine. But the upgrade fee kept bothering me. Back at my place I sat down and checked my credit card bill. The fee was really not small. When I changed it into dollars it was a lot. I started to think maybe the car information on the booking page was wrong or maybe the staff at the desk did not explain clearly. I felt upset and also a bit annoyed with myself for not asking more questions. Then I reached out to the customer service of QEEQ and explained everything that happened. I told them that the booking page showed a certain class of SUV. At the rental counter they told me that car was a higher group in their system and I was basically forced to upgrade. I sent them photos of the rental contract and also screenshots of my credit card bill. I checked every line on the bill even though I usually never do that. The part that stood out to me was that the same person kept following my case. It did not feel like they were just telling me to go talk to the rental company. He was really trying to put the facts together and help me get the money back. When he confirmed the amount with me he repeated the numbers very carefully. I could feel he did not want to get it wrong. I felt he was not just brushing me off. He really wanted to fix it. A couple of times I wondered if the whole thing would just fade away. I had other trips where no one took responsibility in the end. This time it was different. They even came back to ask if I could send another clearer screenshot of the bill so the fee would be easier to prove. At that point I was not so angry anymore. It felt more like someone was standing on my side and trying to sort it out with me. Then one morning I woke up and saw an email saying they would pay me back the upgrade fee. I stared at it for a moment and read the number again. It matched the amount on my credit card bill. It was not some random estimate. I suddenly felt really relieved. It was like someone finally said you are right and this charge should not be on you. When I look back at the process my mood went from worried to angry and then to feeling supported. A big reason was this one to one follow up feeling. I was not just talking to a cold system. Every time there was some progress someone told me what stage it was at. I know inside they had to confirm many things. For me what mattered was that I kept getting updates so I knew the case was still moving and that I was not forgotten. Now when I think about driving through Lyon in that car my feeling is pretty calm. Getting that upgrade fee back was not only about the money. It felt more like someone saying your point makes sense and we will take care of this part. For a person who often travels alone this feeling is very important to me and this experience made QEEQ stand out in my mind.
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