"Are you sure this is the right car group" This was the first thing I said at the counter in Milan airport. It was the afternoon of April 28. I rushed to the OK Mobility desk with my suitcase. I thought I would just sign and get the keys. The staff told me I only booked a normal manual car and if I wanted the small SUV they showed I had to pay an extra upgrade fee. I felt quite confused because when I booked on QEEQ I remembered seeing a small SUV style car on the page. My business schedule was tight and I did not want to argue at the counter. So I paid the fee and drove the car away first. After I checked in at the hotel I kept thinking about it and it did not feel right. Then I called their customer service. The person on the phone sounded calm. They let me finish my story and then asked a few simple questions. I relaxed a bit at that moment. I felt someone was really listening to me. In the next days I was driving the small SUV around Milan for meetings and at the same time I kept getting updates from them saying they were talking with the rental company about the car group and checking what the staff told me at the counter. One time I had just walked out of a client office and was waiting by the street. I saw another message from them. They said the rental company still did not want to refund all the upgrade fee. I felt a bit helpless but I also felt glad because at least someone was still pushing this for me. I did not have to fight with the rental company in a foreign language by myself. What I remember clearly is that they did not just say it was under process and disappear. They explained each new result to me. For example the rental side admitted the model info was a bit confusing and they would send over the invoice so details could be checked again. Normally I would never look at these things but while I was running between meetings and changing plans it felt good to see they were still moving the case forward. I felt taken care of and not left alone. On May 11 in the afternoon when I returned the car I parked it and walked back to the hall. I got another message about what would happen next with the fee. I realized that from the moment I found the problem at the counter until I gave back the car there was the same team staying on my case. As someone who travels for work a lot this kind of steady follow up and clear help is actually more important than the final amount of money I can get back. Life on the road is already full of things to worry about. When someone helps you watch one annoying problem your mind feels a lot lighter.
Scopri come il nostro servizio ha aiutato altri clienti
