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FRANK PelosiItaly

Do I say it straight I really thought this booking was doomed. What about the money What about the kids plan And with what happened to my family I was completely lost. So how did it go In the end I only remember one thing. Someone was there for me the whole time. I planned to take my family to Sicily around mid May. The car was booked already. Pick up at Palermo airport and return at the same place a few days later. I chose a seven seat Peugeot 5008 because we travel with kids and have a lot of bags and I wanted everyone to be comfortable. Then a few days before the trip I got a call from home. My grandmother passed away. I was sitting in front of my computer with flight and hotel emails open and only one question in my head. Do we still go The answer was actually simple. Of course we do not go. Family comes first. Then the next question hit me. What about the car What about the money I opened the booking and saw it was already in the charge period. My heart sank. I did a quick count in my head and saw I would lose a good amount as a cancel fee. I felt really upset. On one side was the funeral and the sadness. On the other side was the money. It is hard to say you do not care. So what was my first move I contacted them right away. I did not expect much. I just explained that a close family member died and I could not travel. I was worried they would think I was making excuses. The person on the support line did not sound cold. They asked me gently what happened. I shared a bit and I could hear their tone change. They said they understood my situation and told me not to worry too much about the fee and that they would try to help me. What happened after that For me it felt like they kept saying one thing. Do not stress. They asked me to provide some proof. At first I hesitated and thought do we really need to make it so formal Then I told myself this is how rules work. I talked with my family and we prepared the document and sent it over. After sending it I was very tired. During the day I was busy with family matters and only at night I had time to check emails and messages. Did they just ignore me during that time No. They reached out a few times to give me updates. They told me they were talking with the other side and checking my case and that I should not worry too much. Every time I saw a new message I felt a bit of relief. I thought at least someone is on this problem. I am not alone in this. That feeling is really important when things at home are already a mess. Where was the key turning point One day I saw their update saying the other side agreed to waive the cancel fee and a refund would be processed. I read that line again and again. I only had one thought. Good thing I reached out. Good thing they kept helping me. To be honest I was ready to lose that money. It was my trip that got cancelled. Even with a strong reason many companies just follow strict rules. This time they really stood by me and kept talking for me. For a parent like me with kids and elderly to care for what is the biggest fear when you travel It is to face problems and have no one on your side. It is to be told it is all your own fault. This time it was the opposite. From start to finish I felt someone was following my case. It was not just one cold message. They checked details with me step by step and gave simple but warm updates. That feeling of we are working on it came through very clearly. When I think back I feel that if it was just a normal support system it might have ended very fast with one line saying no refund. Instead I did not lose that fee. The trip did not happen but my mind was lighter and I could focus on my family. The Dedicated customer service that followed my case and treated me like a real person changed my view of this platform. A trip can always be planned again. In a very hard moment in life having someone stay with your case from start to finish and really look after you means a lot to a parent like me. It felt like I was cared for not just as a booking number but as a person and that is why I still remember how QEEQ helped me through this time.

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Shih-Chi TanItaly

I want to complain first. I never thought renting a small car in Rome would end up with me busy checking bills instead of just driving. I booked the car on QEEQ and I was traveling alone in Italy. I thought it would be very simple. It was around the evening of May 12 when I went to the NOLEGGIARE counter in Rome to pick up the car. They gave me a Fiat 500 with manual gear and two doors. It looked pretty cute. I asked myself in my head. Did I not already pay everything before. Why did the counter staff keep asking me to sign more papers. They said it was standard process. I did not really understand and I was tired and just wanted to leave with the car so I signed. During the next few days I drove around Rome and nearby places. I was quite happy when driving. At the same time a small question came to my mind. Will there be extra charges. I told myself it should be fine because I saw on their site that I already prepaid the full rental. I felt it should be okay. Around the afternoon of May 16 I returned the car in Rome and went back to my room. I checked my credit card on my phone and I suddenly saw an extra charge of about 247.51 euro. I was shocked. I asked myself. What is this money. My own answer was that it looked like they charged the rental again and also some extra insurance. I checked my emails and the papers I had. On the paper from the counter I saw insurance words. But I already had insurance before. I asked again in my head. Who should I talk to about this. Then I contacted the customer service and explained everything. I also sent all the screenshots I could find. The support person listened to my story first. Then they asked me some simple questions. Did I sign any extra insurance at the counter. Did the staff explain it clearly. How much was charged in total. They said they would ask the car company for the bill and help me find out what really happened. In the next days I kept talking to myself with questions and answers. Was I in too much of a rush at pick up. Should I have checked the contract more carefully. I tried to remember that night again and again. It was quite late and I was a bit sleepy. I only remember the staff pointing at many terms and saying something about insurance. I asked if it was really must buy. His answer was not very clear. I was worried about language problems and I did not want trouble so I just signed. Later when I compared the price on the site and the one from the counter it really felt like they added another local insurance. During this whole time one thing stood out to me. I felt that someone was always following my case. When the support contacted me they first made sure they understood what exactly I was worried about. Then they told me they had already sent messages to the car rental side and were waiting for a reply. A few times I suddenly thought of something late at night and sent more messages. I worried I was being annoying. After that I could still see new updates from them and they told me what step they were at now. The problem is still not fully solved and I am not good with law or contract words. I felt a bit lost. Having someone keep an eye on the case made me less scared. I also asked myself if I should just let it go and treat it as a lesson. But 247.51 euro is really not a small amount for me. I travel alone and my budget is not very high so I did not want to just give up. The support did not force me to make any choice. They just reminded me that I should try my best to find the detailed charge paper so they can help me check better. I spent quite some time looking through my bank record and emails. While I was searching I kept blaming myself for not being more careful at the counter. When I look back at the whole thing during these days the strongest feeling I have about them is that I was not left alone after I said there was a problem. I came to a foreign country by myself and my English is just okay. When I face the fast talking at the counter sometimes my brain cannot keep up. After I came back it felt very different to have one person staying in the same chat with me and helping me sort things out. They helped me see which part I already paid and which part might be extra and where I needed proof. As a solo traveler this feeling of being looked after means a lot to me. I still hope everything can be solved faster but during this time having someone keep listening and following up already made the trip a lot less stressful for me.

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David MILLERItaly

To be honest I was pretty angry at the start of this rental. I booked through QEEQ and I chose a VW T Cross in advance because for business travel I need some space and a bit of style. On April thirteenth in the afternoon I landed in Bari and walked to the Budget counter with my luggage. The staff there told me they did not have the car I booked. They gave me a small Fiat that was clearly a lower group. I felt really bad. In my head I kept thinking that this kind of car is cheaper on other sites and I basically paid more money for a worse car. After I picked up the car I felt more and more unhappy so I contacted the support team. I did not use any special terms. I just said that I booked a VW T Cross and got a smaller and cheaper car and that it did not feel fair. I was also afraid that my extra money was just gone. I am quite busy and I thought maybe no one would really care after the first message. It was a surprise for me that from the first contact the same person kept following my case and he remembered my situation clearly. In the next contacts I did not need to explain everything from zero again. They told me to stay calm and said they would reach out to the rental company and try to get some money back for the downgrade. I spoke very directly and said I felt I lost at least dozens of euros or even more. I thought this kind of thing would take a very long time or end with a simple sorry with no solution. Instead they sent me updates from time to time and told me they were still talking with Budget and that my problem was still under work. I do not know what they did in the background but from my side it felt like someone was really watching this for me. After a while support told me they had managed to get some refund for the price difference and that the rental company would first send a small part of the money back to my card. When I heard the amount I still felt it was low and far from what I expected. I said very clearly how I felt because I travel for business and both time and experience matter a lot to me. I thought that was the end but they kept checking inside and later told me that on top of the money from the rental desk they would also give me extra compensation from their side. When I added the numbers it was much closer to what I felt was fair. There was one moment when I did not really understand how they counted the money. The person explained it to me again in a simple way and showed which part came from the rental company and which part came from them. I was on a business trip while answering messages and handling other work at the same time so I was a bit annoyed. Since he explained it step by step I calmed down slowly. Later I confirmed I accepted the plan and they processed the refund. Some time later I checked my statement and I saw the money had arrived. From my first strong anger to finally feeling more or less okay the key point was that there was someone following my case all the way. I did not need to chase every day and I did not need to repeat my downgrade story again and again to new people. For someone like me who travels a lot for work this feeling of being looked after is actually very important. I am still not happy with what the rental counter did but during the problem the follow up from support made me feel I was not alone when something went wrong. For me this is even more important than getting a few more euros back.