"Sir are you okay now" This was the first thing the support lady asked me after my accident in Italy. I was already back in the hotel then but my head was still on the road where the car had a problem the night before. A few days earlier I booked a small automatic car from Locauto in Naples airport through QEEQ. I picked it up around the afternoon of April 28 around four. Everything was fine at the start. The problem came one night when I was driving and the car had an issue. I had to call for help and in the end I went back to the hotel first. After that the car problem and the car change became very messy. I was really nervous and a bit angry. I came from Japan and I was just a tourist. I did not know the place well and my English is not perfect. I was scared that I would need to pay all the loss by myself. When I contacted them I was assigned to one support person. She followed my case from the start to the end. No change of person and that made me feel safe. I told her about the damage and the taxi costs. I did not explain very well but she listened and asked simple questions. Her voice was always calm. She did not blame me. She just tried to make everything clear step by step. After some time she told me that the car damage part was already approved and I would get the money from the insurance. Later I really received the payment. The next part was the taxi from the accident place to the hotel and also the time and money I lost because I had to wait to change the car. In my heart I knew the rental company would not want to pay for that but I still asked. She told me she would try to talk with the rental company. During those days I was still traveling. I drove down from Naples to Sicily and I returned the car near Catania airport around the afternoon of May 3. On the way I checked my email whenever I had some time to see if there was any update. Every time there was news it was the same support person who wrote to me. She told me what happened next and sometimes she asked me to send the taxi bills. Sometimes she passed me the reply from the rental company. My feelings were mixed. The views on the road were very beautiful but this case was always in my mind. I could feel that she was also in a hurry to help me. She kept saying they were still trying their best. One day she told me that the rental company refused to pay for the taxi and the lost time. They had a rule that they do not pay that kind of loss. I felt disappointed when I read that but I was not surprised. I thought that was the end. Then she added that even if the rental company did not pay they were willing to give me some money from their side. Around one hundred US dollars as a small compensation for all the trouble. When I read that line I suddenly relaxed. It was not about the exact amount. It was the feeling that I was not left alone in this whole story. I felt like during all this time someone was always walking beside me. She helped me finish the damage claim. She kept talking to the rental company for many days. She then offered a new solution and explained everything in simple words. For a foreign tourist like me this is very important. Many times my emails were not clear and my English was strange but she still understood the meaning and replied in a way that I could understand. I accepted the compensation. She reminded me that the money would go to the same account where I got the insurance payment and asked me to check the balance after some days. When I ended the last call I was standing on a small street in Sicily. The sun was strong and the wind smelled like the sea. In that moment all the stress finally left my body. What I remember most from this experience is not the rental counter or the car itself. It is that one steady voice that followed my case all the way and made sure I was not alone when things went wrong in another country.
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