When I look back at this booking now, my mood is actually pretty calm and I am a bit surprised that I am happy in the end. At the start I was really annoyed. I went to pick up the car in Griffith on the morning of May 7, a bit before nine thirty. I had booked a Toyota RAV4 automatic. In my mind that was a bigger SUV with more space. The counter staff gave me a Mitsubishi ASX. My first reaction was that this car felt smaller. In my head I said to myself maybe they gave me a lower car group. I asked the staff right there. He told me it was the same group and also a compact SUV. I still felt unhappy. I chose the RAV4 because I wanted more space and comfort for longer drives. I kept thinking I paid for a RAV4 so now with this car do I really get what I paid for. When I drove out of the lot I was thinking about this the whole time and I felt more and more upset. I am an overseas visitor and I do not really know the local rules so I was worried that I was getting played. That night I still felt it was not right so I contacted the customer service team and told them the whole story and sent my rental contract. In my mind I only wanted one thing. Someone should help me figure out if this was a downgrade or if I was wrong. One thing that made me relax was that from the first time I explained the problem it felt like the same team was following my case. The person who talked to me each time already knew my situation. I did not need to explain everything from the beginning again. I thought to myself okay at least someone is really following this. They told me they would check the car groups and confirm with the rental company. I was still worried inside and my little inner voice said maybe in the end they will just say everything is normal and I have to accept it. After some time they came back to me and explained things in a simple way. They said the booking page showed one group but at the rental company the RAV4 was actually a higher group. The ASX I got was from a different group that day and it was not really a downgrade like I thought. The car group stuff sounded a bit messy but they did not use any super hard words. They tried to talk in a way I can understand. I still felt a gap between what I saw when I booked and what I got at the counter. I told them I was still not comfortable and I hoped to get some kind of compensation. If not I would feel I lost money on this booking. This is where I really felt taken care of. They did not tell me to argue with the rental counter by myself and they did not ask me to fill a lot of forms. They kept saying they would talk with the rental company and then see what kind of solution they could give me. There were one or two days with no news and I complained a bit in my head thinking maybe this is going nowhere. Soon they contacted me again and said they had got a refund amount for me. They told me the number. I did a quick check and felt it was fair enough. At least I did not feel I was chasing this for nothing. During the whole process I could feel that someone was really watching my problem and pushing it forward. Even if the rental company had their own opinion I did not need to face that fight first. The team talked with them and then told me the result in simple words. As a normal traveler I really do not understand things like Group K and Group S. What I care about is if people are listening to me and if they treat my problem as something real. This experience was like a small lesson for me. When something goes wrong it really matters which platform and which people you talk to. At the start I was pretty angry about the car model difference. Later I felt there was someone walking with me through the whole thing and I also got compensation. My feeling about them changed a lot. As an overseas visitor it means a lot that I did not feel alone when dealing with a rental company. That feeling is the main reason I would still choose QEEQ next time.
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