Dedicated customer serviceWhat does it feel like when you have someone staying with you on a car problem while you are alone in another country. When I think back to my rental in Perth Australia I feel this very clearly. I booked my car through QEEQ and went to pick it up around mid June. My order showed Hyundai Staria same group cars and at the airport counter the staff gave me a Kia Carnival instead. The guy at the counter was normal and polite but when I sat in the car I felt something was off. The space felt smaller and it was a diesel car. I was alone with my luggage standing near the parking lot looking at the car and feeling upset. I felt like the rental company did not treat me fairly.
When I got back to my place I contacted them and shared all my feelings. After that every time I sent a message it was the same person following my case. The way they spoke was patient and they remembered what I said before so I did not need to repeat my story again and again. They checked the prices from the same rental company and told me that both cars were in the same group and the rate was the same. They also said they understood that I felt the space was different. In the end they offered a compensation for the model difference and even helped me see the amount in my local currency. I was still not happy with the car from the rental company but I felt someone was really listening to me and trying to make it better. I did not feel like a random customer who gets pushed away.
The real shock came when the glass got damaged. It was near the last days of my rental. I was driving in Perth city and the road was quite smooth. Suddenly I heard a very sharp sound and part of the glass cracked. I stopped the car safely and looked at the long crack and my mind went blank. All I could think about was a huge charge on my credit card. I contacted the rental company and they followed their standard steps. Later when I saw the total charge amount it was around six thousand five hundred Australian dollars. My hands were shaking because that is a huge amount for a student budget.
I reached out to them again and explained everything. From that moment they stayed close to my case. When something moved forward they asked me if I got emails from the rental company and reminded me to keep the credit card charge records and the rental agreement photos. I knew the rental company needed weeks to finish the damage report and I could not make them faster. But they kept updating me and told me which step we were at and what might happen next. It felt like a friendly classmate was standing with me facing a not very friendly rental company and I was not alone guessing in my head.
On the return day I brought the car back a bit later than the original time and went to the counter to hand over the keys. I was nervous and the rental staff just said they would follow the process. I did not expect extra care from them. On the way to the airport and while I sat in the waiting area I kept getting follow up messages from the same person. They asked if there were new charges and reminded me to send the bill when it came out. I leaned back in the chair and checked my documents again. I felt that at least with the claim I was not standing alone. For me having car damage on a trip is very stressful but during the whole time someone remembered that I was a solo traveler from Malaysia and kept helping me sort things out. This kind of one to one follow up made a big difference. Even while we are still waiting for the final result I feel safe to book through them again because I know when something goes wrong I do not have to carry it all by myself.
AXA Full CoverageThe air in Hobart that morning felt a bit cold and fresh. I was standing outside the airport, looking at the Mitsubishi ASX I just picked up and I was pretty excited. It was around May 3 in the morning. I kept thinking I would drive this car around Tasmania for the next few days. The moment that really stayed in my mind was not the nice drive, but the small accident later. One time in a parking lot I was backing up. I thought the space was still okay. Then I heard a dull sound. I got out and saw the front bumper got scraped. Some paint came off and there were clear scratches. My heart sank right away. I only thought this in my head. This is bad. I will need to pay a lot of money. The staff at the rental counter checked the car and took some photos. I just stood there and stayed quiet. After all the return steps were done I suddenly remembered I bought AXA Full Coverage when I booked with QEEQ. I told my friend who was traveling with me. Maybe the insurance can help us pay for this. After I went back home I started to deal with it. Their customer service contacted me and asked me to prepare photos of the damage and my driver license. I sent all the pictures of the front bumper that I took at the scene. They also needed some details like the final amount. I checked my emails and replied slowly. I was pretty nervous because the repair cost from the rental company was 2305.45 AUD. That was a big number for me. I even told my family that if the insurance did not pay I would be broke after this trip. They later checked the payment information with me a few times. There were several emails but they were patient so I just followed each step. One day I was on a train and scrolling through my email. I suddenly saw a message saying the claim amount was 2305.45 AUD and it could be paid in full. I stared at the screen and read it again and again. I asked my friend next to me if I read it wrong. Is it really all of it. It was really full payment. Not long after that the money arrived in the bank account. I finally felt I could breathe. The heavy feeling in my chest was gone. If I did not choose AXA Full Coverage when I booked the car this broken front bumper would be a huge problem for my wallet. Now when I think about picking up the car in Hobart and returning it in Launceston I feel relaxed. There was a scary moment but it did not turn into a bad memory. It just made me feel this kind of insurance is actually very helpful.
AXA Full CoverageThat day I was sitting at home and the sky outside was a bit grey. I opened my banking app and saw the big damage charge that was taken before. When I saw the money was already paid back, I let out a long breath. In that moment I felt very glad that I bought AXA Full Coverage when I booked with QEEQ, or this time my wallet would hurt for a long while.
If I look back a little, that trip started in Adelaide. I arrived at the airport around midday on May 28 and picked up a Toyota RAV4 from Avis. It was automatic and pretty new. It felt smooth to drive. My plan was to return the car in Melbourne around midday on May 30, so it was like a small trip between two cities. Most of the roads were fine. But there was one part I did not know very well. When I drove into a parking area I was not careful and the car hit a pole on the side. I heard a hard sound and my heart jumped at once.
On the return day I drove the car to the drop off point in Melbourne. The staff at the counter checked around the car. He pointed at the scratch on the side and made some notes. I started to panic and also felt very upset. I thought this was really bad and I would be charged a lot. Later I saw on my credit card that Avis charged me 1151.60 AUD. They said 1000 AUD was for damage and the rest was some other fees. When I saw the bill I was shocked. This number was not small for me at all.
My first reaction was to open my old booking and check if I really bought AXA Full Coverage. When I saw it was there I felt a bit lucky. But I still had no clear idea how to claim. I only knew there should be some help. I contacted their customer service and told them the whole story. I explained there was damage and also some extra fee that I did not understand. After they listened, they reminded me to collect all the documents I could find, like the bill from the rental company and my card records. They said these could be used for the claim.
I spent some time taking photos and putting all the files together and sent them. During this time I was quite nervous. It was my first time to deal with this kind of problem. I was worried that maybe the claim would fail and I had to pay everything by myself. The support team reached out to me again and checked the total amount and the fee details. They said they would keep talking with the rental company and asked me not to stress too much.
After some time they told me the claim was approved. It would cover the 1000 AUD damage and also the extra fee that was charged with it. When I saw this message I really felt the heavy stone in my heart fall down. That more than one thousand AUD was a big pressure for a student level budget. With this payout my loss was mostly covered and I did not need to cut other parts of my life.
When I think of the whole thing, I remember I blamed myself a lot at first. I kept thinking it was all my fault because I did not drive carefully enough. Later my feeling changed a bit. At least I had AXA Full Coverage and it gave me a second chance. Now when I see the refund in my account, I kind of tell myself that if I rent a car again, I will still choose this kind of insurance so my mind does not panic so much next time.
Dedicated customer serviceThe night air in Sydney felt a bit cold when I walked out of the airport with my suitcase. I was on my own and my phone only showed the map and my booking. The pickup area was not very bright and I already imagined driving a Kia Carnival out of there.
When I stood in front of the counter, the mood changed. The staff at the rental desk told me that the car I booked had an accident before and they could not give it to me. They said they only had a 7 seat Toyota Kluger for me. His voice was calm but for me it was a big thing. I looked around at the parked cars and in the end I just took the Kluger. If I did not take it, I really had no idea where I would go that night.
The small details still bother me when I think about it. At the counter they told me they would refund the price difference. I went back and waited for some days and got nothing. My booking was fully prepaid so I felt nervous all the time. It was like the money was stuck in the air. I was busy with my own plans and at the same time I kept checking my email and the booking page. My mind was a bit messy.
Then I reached out to their customer service and told the story from the start. Since I travel alone I have to watch everything by myself. I really hate when people just push things around. After I explained the whole thing, I felt that someone really took over the case.
It was not just one line like saying they will check again. They asked me about the pickup in detail but in a normal way. I also told them that I arrived about one and a half hours late, that I told the rental office before, and that my documents were all ready. I did not want to hide the parts that were not perfect for me. They did not blame everything on me because I was late. They said they would talk to the rental company and keep checking for me.
During the next days what I remember most is that one person kept following my case. I did not need to repeat my story every time. When there was news they told me and I always knew what was going on. I could feel that the rental company was slow to reply but I also felt that someone was pushing things forward for me and my complaint did not just disappear somewhere.
One time I was on the train and I got a message that they would pay me some money as a compensation first. At that moment I felt a big relief. For me this meant they were not only waiting for the rental company. They were also thinking from my side. The money was not a huge amount but it showed that someone was really taking care of the problem. For a solo traveler this kind of feeling is very important.
When I look back at everything from the first shock at the counter to the final compensation, my feelings went up and down. At first I was disappointed then worried and later I slowly felt calm again. For me having one person who remembers me and my problem and keeps telling me that they are still working on it is even more important than the final result.
Before this I only checked price and car model when I booked. This time I really felt how it is when there is dedicated customer service following your case from start to finish so I do not need to chase people every day. The rental office did not handle it well at the start but the way the support team followed up made me feel that I was not just some random booking.
Now when I look at the record of this booking I do not care that much about the change of car type anymore. I think more about how I stood in the cool Sydney night air feeling nervous and how later I felt safe because someone kept working on my problem. I made this booking through QEEQ and this experience showed me that when something goes wrong with a car rental I do not always have to handle everything alone.
AXA Full Coverage"Please do not be real" I talked to myself while I looked at the crack on the windscreen in Katoomba car park. I was alone and my mind just went blank. A few days before I had booked a Hertz car through QEEQ. It was a Hyundai i30 auto. I picked it up around noon on May 8 in Katoomba and planned to return it early morning on May 12. I drove by myself and felt pretty happy on the road. Near the end of the trip I noticed the glass problem.
My first thought was that I was in big trouble. I kept thinking about how much this would cost. I am still a student so this kind of money is a lot for me. Then I remembered that I bought AXA Full Coverage when I made the booking, so I quickly contacted their customer service and told them about the glass damage. I was not very sure in my heart and I was scared there would be a lot of trouble with the insurance.
The staff replied and asked me to take some photos of the damage. I took the photos while complaining in my head about my bad luck. At the same time I kept thinking I really hope this insurance works. After I sent the photos they told me they would help me with the claim and I just needed to wait. During that time I felt quite nervous because the number sounded big in my head and I was afraid I would still need to pay it myself.
Later they told me the damage amount was over one thousand AUD. When I heard this number I felt both stressed and kind of lucky. Stressed because glass is so expensive. Lucky because if the claim went through I would save this money. They also checked my bank details with me. I answered based on my own account information. During that time I checked my account again and again because I was scared I made some mistake.
They told me the claim was approved and I got 1073.31 AUD back. When I saw this amount I finally relaxed. I felt like I really escaped a big problem this time. If I did not buy AXA Full Coverage I would never be able to handle this glass damage by myself. For someone traveling alone this whole thing gave me a lot of safety feeling because I did not need to face everything on my own.
Dedicated customer serviceI felt very nervous at the beginning. I booked a car in Adelaide through QEEQ and picked up a Toyota RAV4 around noon on May 30, 2026 near the airport. I returned it two days later around noon in Melbourne. The trip itself felt fine, but a few days later I saw a charge of 1151.60 AUD on my credit card from the rental company for damage. I got a shock. I kept thinking in my head that this is a lot of money and I did not even know what I broke.
I first tried to talk to the staff from the rental counter. They kept saying it was damage. One part was 1000 and they said it was for car damage. Another part was a bit more than 150 and I had no idea what that was. I asked again and again. Their attitude started to feel a bit cold. My English is not perfect. When they explained things I felt my brain spinning. I just kept asking myself who can help me make this clear.
Then I reached out to their customer support team. The person on the phone had a calm voice and asked me to explain everything first. I was a bit emotional and also worried inside. I kept thinking maybe I would still have to pay all of this in the end. After I finished talking, he told me they would help me check every part of the charge. He also reminded me that I had extra cover and that I could try to claim with it. At that moment I felt a little better, like someone was on my side.
In the next days they kept in touch with me. Sometimes by email and sometimes by phone. The customer service person checked with me about the 1000 damage fee and the extra amount a bit over 150 and said it was made of credit card fee and some admin fee. He asked me to send all the documents I could find and take photos. I felt a bit tired of it, but I was also glad someone was watching this case. Each time I sent something he replied that they would keep following up. This made me feel my case was not forgotten.
One night I was in bed and looking at the FI statement on my phone. I stared at the numbers and did the math again. If I had to pay all of this by myself then my travel budget would be totally broken. But I remembered how in the day the support guy explained which part was damage and which part was other fees. I did not feel so lost. He used simple words so I could understand. It was like he was translating the rental company’s hard English into normal words.
I remember one moment very clearly. I asked again about the same question. I said what is this 151.60 exactly. I knew I was repeating myself but I was not calm. He did not show any impatience. He just explained it again in simple terms. I thought to myself that at least someone was willing to talk it through and not just push me away with one short answer.
During this whole time I felt that this dedicated customer service was very important for someone like me as an overseas visitor. When you are in another country and the rental company suddenly takes a big amount from your card and your language is not perfect, it is very easy to panic. If it was only me talking to the rental company I think I would have given up. Now even though the case is still in process I know what each part of the money is and I know there is a chance to claim it with my cover. It does not feel like a black box.
For me, having someone follow up with me, check my information and remind me what documents I need is more important than just saving a few dollars on the booking. With damage issues one small problem can become a big bill. With this kind of special support in the middle, my stress is much lower.
