It was a late evening in New Orleans. I was pulling the suitcase with one hand and holding my kid with the other hand. The car I booked on QEEQ was waiting for us. I thought I already paid everything online, so I felt pretty relaxed when I finally got to the rental counter. Then the staff at the counter told me that the price only included the car and did not include taxes and fees. They said I had to pay a bit more than 300 dollars extra. I was confused. My kid was getting restless next to me. I swiped my card while trying to calm my kid down. I felt really upset and something felt wrong. The next day I calmed down and checked my emails and my booking details. I saw that the price was supposed to include taxes. So I reached out to them and explained what happened. The customer service team followed up with me very fast. They asked me to send photos of the receipt from the rental counter and my card statement. I was taking care of my kid and searching emails and photos at the same time. My mind was a bit messy but they kept following up and did not complain that I replied slowly. After some days passed I thought maybe nothing would change. Then the customer service reached out again and told me they were already talking with the rental company and trying to get my extra three hundred plus dollars back. I could feel it was not a simple thing for them. It sounded like they needed to check and argue many times with the rental side. For me I only needed to sign one form and send my passport and the final statement. When I finally saw the refund in my account I was sitting with my kid while he was doing homework. The amount was exactly the same as the extra money I paid at the counter. I felt a big relief. At first I felt wronged and angry. Later it turned into a feeling that someone was standing behind me and helping me handle the problem. As a parent traveling with a kid this kind of steady follow up and real result matters a lot to me.
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