I booked my car on QEEQ and planned to pick up a seven seat car in Venice around ten in the morning in early May and then return it in Verona in the late afternoon two days later. I already planned space for luggage and the kids. When I reached the rental desk everything went wrong very fast. The staff looked at my voucher and shook his head and told me this was not a prepaid booking and I had to pay the full amount again at the counter. I just froze for a second. My kid pulled my sleeve and asked me if we could still drive to our next place. I tried to ask the staff again and again. The answer was very firm. No payment no car. Time was already a bit past my pick up time and I saw my schedule starting to break. I did not want the kids to wait too long in the airport so I finally paid again with my card and took the car. In the car the kids were happy and talked about places they wanted to see. I sat in the driver seat and only thought about one thing. Will I be charged twice for the same rental. On the same day I contacted their customer service and told them the whole story. I said the desk asked me to pay again and this means I might pay twice for one booking. I looked for my old voucher on my phone and also the new contract and payment slip from the desk. My kid asked me who I was talking to and I just said I was checking if the money was correct. During the next days they kept checking with me and asked me to send photos of the new contract number and the invoice and card record. At night when my kids were asleep I sat by the bed and put all papers on the table and took photos one by one and sent to them. I felt a bit tired but I also felt better because someone was really following this case and I was not alone. They also told me they would explain to the rental company that I did not use the first booking and the desk made me pay again so the first payment should be refunded. One day in Verona after I returned the car I was walking on the street looking for dinner and my phone showed a new message. They told me the rental company agreed to waive the charge and would refund the money and also deal with the extra product I had asked to cancel. I read it twice to be sure. I finally let out a long breath. During this whole time I could feel that one person was always watching this problem for me and moving it forward. When they needed something they asked me clearly and they also told me each new progress so I did not need to chase them every day. For a parent traveling with kids this kind of dedicated customer service really makes a big difference.
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