My feelings at the start were really mixed. This trip was part of my honeymoon and I booked a Ford Mustang Cabrio because I wanted that classic California open top drive. When I arrived at the rental counter in Los Angeles the staff told me my cabrio booking was not available and they could only give me a different car. In that moment I felt pretty disappointed. In my head I already had this picture of us driving with the roof down by the coast and taking nice photos. That picture just broke. I made the booking through QEEQ. I landed in LA around the evening on May 29 and went to pick up the car on the morning of the 30th. At the counter the staff spoke quite calmly and just said there was no Mustang Cabrio now. They said they could only give me a hardtop Mustang. They also told me there was nothing else they could do and I should just finish the paperwork if I was in a hurry. I stood there for a moment and felt a bit stuck. I did not want to argue at the counter with people all around me. But inside I thought the price must be different and I should get some money back. After I left the airport and got on the road I felt more and more unhappy. This part of the trip was special for me because it was my honeymoon. I chose a cabrio on purpose to make it more memorable. Now it was still a Mustang but it did not feel the same at all. On the way I opened my emails and looked at my booking. Then I remembered that I had added Worry-Free Service when I booked. So I felt I should contact them and ask if this situation could be a claim case. I wrote them an email and explained everything. I said that I accepted the hardtop Mustang at the counter because there was no cabrio left but I believed there should be a price difference. I said I hoped for a fair refund. I also told them that this trip was part of my honeymoon and the change really hurt the experience for us. They replied to me quite fast. They said they needed to wait until the car was returned to confirm the exact price difference. They also asked me what amount I expected. I thought about it and felt that 100 GBP would be a fair solution for the whole booking. So I told them that I hoped for a refund around 100 GBP. During the next days I was busy driving and also handling some work stuff. Sometimes I would remember this issue and feel a bit nervous. I worried they might later say they could not pay or only give a very small amount. They kept in touch with me by email and also tried to call me a few times. A couple of calls did not reach me because I was on the road with bad signal. Around June 1 I was already driving close to San Francisco. I thought about the whole thing again and I wrote back to them and said I could also accept another kind of solution. I told them that if they could help me extend the rental from the original return date around June 2 to almost June 12 and change the drop off city to Seattle airport then I would not ask for any refund because the extra travel time would also be valuable for me. They explained that this kind of date and city change might be hard and it depended on the rental company. So they could not promise it. I could feel they were really trying to talk to the rental company because they mentioned that they were still waiting for answers and that the final price difference could only be confirmed after the car was returned. Hearing this made me feel a bit better. At least they did not just say there was nothing they could do. Soon it was time to return the car. I dropped it off in San Francisco around one in the afternoon on June 4. After returning the car I received another email from them. They told me that from what they could see the price difference would not be very high and they first offered a direct refund of 39.5 GBP. I looked at the number and felt it was still too low for me. When I remembered how high my expectations were at the start I still felt a gap in my heart. I took some time to think it through and then I replied to them. I said again that this was my honeymoon and the experience was clearly affected. I told them that if they could give me 75 GBP as compensation I would stop pushing for any more after sales actions. I wrote my message in a calm way. I did not shout or blame. I just said that 75 GBP was the point where I could feel it was fair. The customer support team talked with me again. I could feel they were trying to fight for a result that worked for me. After a while I received an email saying they could agree to the 75 GBP refund I asked for. When I saw that email I finally relaxed. It felt like the long back and forth had reached an ending that I could accept. Looking back this rental experience was not perfect. At the start I reached the counter and found out the car was changed. Then I spent days waiting for news about the price difference. For someone like me doing business travel and honeymoon at the same time it was a bit tiring. But the Worry-Free Service made a big difference. When the problem happened I did not feel completely alone. They stood on my side and kept talking to the rental company for me and in the end they matched the amount I could accept. Now I understand much more clearly what this service can really do. I did not get to drive a cabrio with the roof down all the way. I drove a hardtop Mustang instead. But I still received 75 GBP back which helped balance the disappointment a little and made the whole story easier to live with.
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