What does a parent who travels with kids care about the most when a rental car gets downgraded? For me it is that someone is really following my case and not just saying a few nice words then disappearing. I booked through QEEQ and all the way until the issue was done I felt there was always someone watching this for me. It started when I found something strange on my bill. Two or three days after I came home I finally had time to check my bank and I saw the amount from the rental company did not look the same as the price I saw when I booked. I got worried. My first thought was did they charge me extra. My second thought was I got a different car at pickup so was that a downgrade and where did the price difference go. I contacted their customer service and told the story step by step. They asked me questions in detail. I answered one thing and they asked the next thing. It felt like they were helping me sort the whole mess. I said I booked a Jaguar F Pace group car and when I picked up the car at Burbank airport that morning the counter did not give me that. Because I only had a debit card they ended up giving me a Mazda CX 50. That day I was busy with my kid and the luggage. I only wanted a car that could move so I did not argue much at the counter. Later when I thought more about it I felt bad. So I told support I felt this was a downgrade and I wanted to know if I could get some money back. I was ready for this to be very annoying and maybe no one would listen. They did not tell me to go fight with the rental company on my own. They said they would talk to the rental company for me. I felt a bit lighter right away because at least I was not alone in this. In the next days I kept sending them messages whenever I had a new question. My questions were kind of small and broken. Was there extra money charged. Did they find out if I could get the difference back. Every time they explained what they could see at that moment instead of just saying it is processing. They also had to wait for the rental company but I could feel they were watching the progress. One time I saw a new amount on my account and I was totally confused. They went through it with me and said which amount was a new charge and which one was a refund and told me to watch my account a bit more. At one point I even misunderstood and thought the refund would not come at all. I got stressed again and asked them right away. They explained again that there was no extra refund for downgrade but the main amount was already handled and I should check my statement. I asked the same kind of thing a few times and they still stayed patient with me. As a parent my feeling is very simple. With a kid it is hard to stand in line at the airport and explain credit card and debit card at the counter and also worry if the car is big enough. I was tired. Those days I had to take care of my kid and also check all the numbers on the bills. My brain was not very clear. So for me the most important thing was that someone could keep an eye on this case for me tell me what to pay attention to and let me know when there was any update instead of making me call everywhere myself. During the whole thing what I felt the most was that someone stayed on my case from start to finish and did not just answer once then vanish. Even if the downgrade money did not end up exactly as I hoped their follow up really lowered my stress and let me avoid fighting with the rental company alone while also looking after my kid. For a parent this feeling that someone remembers your problem and keeps helping you is actually more important than that small amount of money.
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