United Arab Emirates

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Wanda MorrisUnited Arab Emirates

When I finally saw the message about my deposit refund, I was already kind of numb and just wanted it to be over. When I think back, if I did not have one fixed person helping me all the time, I think I would have given up. I booked my Abu Dhabi car on QEEQ around early November. I picked up the car from Quick Drive at about eight in the evening, maybe on November 6. It was an MG 3 with automatic gear. The pickup was smooth and I did not worry much about the deposit. I just thought it would come back as normal. The real problem started after I went home. I had already returned the car in Abu Dhabi on time, around November 13 in the evening. My card still showed nothing about the deposit. I felt nervous and also annoyed. Renting a car abroad suddenly felt very hard. I sent them a message first and after a while one same person started to talk with me. After that, this person was the one who talked to me for the whole case. At first I just asked why my deposit was still not back. He checked my info and said he would help me push the rental company. Those days my mind was a mess. I was afraid the money was lost and I also wondered if I did something wrong. I did not really understand the bank system or all kinds of fees. I just kept checking my account again and again. Later they told me the rental company tried to refund a few times. The money was sent back because of wrong account details, then sent again, and some bank fees were taken away in this process. I felt a bit upset, because I could not see any of this. I only saw that the final money I got was much lower than the original deposit. Every time I asked, the same support person came back to me. He explained the situation simply and then went to check how big the difference was. I could feel he was really trying to fix it with the rental desk, not just sending me random words. One day I finally saw the money arrive in my bank. The number was lower than what I remembered. I sent a screenshot and said that I got the refund but the amount looked different. He checked again and compared what the rental company said with what I received. There was still a small gap. He told me they could give me extra money from their side to cover this part. To be honest, I still felt the bank fees were too high. I did nothing wrong. I just rented and returned the car like I should. I did not want to lose money for this. But one thing kept me calm. Every time I opened the chat, it was the same person. I did not need to explain my story from zero again. He remembered what I said before and knew which step we were at. He just told me what we could do next. The whole thing was tiring. I kept waiting for news and checking my account. But having one person following my case from start to finish made me feel I was not left alone. For me this showed how helpful dedicated customer service can be when something goes wrong with a deposit.

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Ionut-George PerezUnited Arab Emirates

I have to complain first. Getting charged extra in Dubai for a rental car was really annoying. I booked the car on QEEQ. I arrived around the evening of February 13 and dropped the car the next night in the city. I just wanted to drive a Jaguar around town and feel cool. Then I saw an extra upgrade fee on the bill and it confused me. I was pretty angry and thought this was another small rule that no one told me about. So I contacted them. At the start I was impatient. I thought they would just push the problem around. The person on the phone spoke very calmly. They asked me what happened on the pick up and drop off days and asked me for my bill and my bank card info. In my mind I was thinking this will take forever and I will pay for it in the end anyway. After that I went back to work. My phone kept showing their emails and messages. They said they asked the rental counter again and were checking the fee. I did not really understand how they worked inside. I only knew that every time I asked again there was someone who knew the progress. They told me what step they were on. I did not feel they were sending me to another number. It felt like one person kept an eye on my case. One night after work I was cooking at home and talking with them on the phone. I said I really did not want to waste more time and energy on this extra money and it was also bothering my family. The person on the line stayed calm and told me they were trying to fix the upgrade fee for me and wanted me to worry less. The problem was not solved right after that call but I felt more relaxed. I did not feel alone fighting with the rental company anymore. Some time later they told me the money issue was already arranged. That feeling of being overcharged and just swallowing it slowly went away. When I think about it now I remember that every time I called or sent a message someone would pick up my case from where it stopped. I did not need to explain the whole story again and again. For someone young like me who gets annoyed pretty fast this feeling of being followed and cared for was rare. The start of this story was pretty bad but the way they kept helping me changed how I see them.

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Anthony FortinUnited Arab Emirates

I will start with the feeling first. When the last unclear charge was finally explained, I was not even angry anymore. I just felt a big relief and one clear thought in my head. Good that I booked through QEEQ. If not, as a dad traveling with a kid, I really do not know how I could fight with the rental company about all these strange fees. The story is in Dubai. I landed around late night on February 20 and went to pick up the car after midnight on the 21st. It was around one in the morning. I had my child with me and a lot of luggage. The car was a JAC S4 from Autostrad with automatic gear. For a parent like me it was very easy to drive. At the counter everything looked normal. I even asked again about the deposit and basic cost. I thought I just needed to return the car on time in early March. The real problem started after I returned the car. I gave the car back on the evening of March 4. It was not at the airport. It was at an address they gave me in Umm Ramool, a small street there. I drove with the navigation on. My kid was in the back seat, a bit sleepy, asking me again and again if we were going to the plane now. I checked the car, took some photos, then rushed to the airport with my kid. A few days later I checked my credit card bill and saw several strange charges. All in AED and all different amounts. I was confused. I even said to myself out loud. What are these fees. My kid was playing next to me. I looked at the bill and took screenshots. I remember there were three or four items. I could not match what each one was for. My first move was to contact their customer support. I sent the screenshots and I felt a bit stressed because the total amount was not small. I also was not sure if it was for extra days, tolls or something else. I told the support that I really could not understand these charges and asked if they could help me check with the rental company. What impressed me most later was the feeling that someone was really taking care of this for me. Because I had their dedicated customer service, I basically had one person always following my case. Every time I sent a message, I got a reply pretty fast. It was not some copy paste text. I could see they really read what I wrote. They confirmed each amount with me. I said there was one charge around four hundred, another a bit over two hundred and more. They helped me ask the rental company about each one. There was a time when I was quite worried. One of the charges looked like a clear mistake. I kept thinking what if the rental company does not admit it. I told support about my worry. They did not ask me to call the rental company by myself. They said they would keep pushing them. Later they told me that one charge was done by mistake and the rental company agreed to refund it. When I saw that message I really breathed out. I even told my kid that the money would come back, even though he had no idea what I was talking about. But my mood got much better. There was another fee that looked very strange. I sat in front of my phone counting and mumbling to myself, what is this one for. After they contacted the rental company again, they told me it was for three extra days of rental. I thought back and remembered I did keep the car longer because our plan changed. The staff at the counter spoke quite fast at that time so I did not fully catch it. With this explanation, all the charges finally had a clear reason. During this whole thing, what stayed in my mind was not how much I got back in the end, but that I did not have to fight alone. They stayed in the middle between me and the rental company. They asked questions for me and turned all the complicated details into simple words that I could understand. For a parent who is traveling with a kid and has a tight schedule, this kind of one to one follow up made a huge difference. It stopped me from breaking down over some random extra charges in a foreign country.