I booked a car in Rijeka Croatia through QEEQ. It was a Suzuki Swift with manual gear from ADDCAR. I thought this rental would be simple but when I got to the counter the problem came very fast. At the final bill they added a senior driver fee over one hundred euros. The total price jumped and I just froze there. I am over seventy and I put my age honestly when I booked. On the booking page there was no clear note about this extra money. At the counter the staff just pushed the contract to me to sign and talked very fast. When I saw the amount was higher I asked at once why. They said people around my age all need to pay more and said it was the rule. They sounded very sure but they did not warn me before I made the booking. I felt really upset. I was in a foreign country and the language was not easy so I got a bit nervous. After I finished the pickup I kept thinking something was wrong so I contacted their customer team. I started by saying I was charged a senior driver fee and I wanted to know why. Someone picked up my case very quickly. It felt like one person was following my problem all the way. Every time the reply knew my situation so I did not need to repeat my story again and again. I had already asked the rental company for a signed contract at the counter so I had it in my hand. On the contract that fee was a bit over one hundred euros. I sent a photo of it to the customer team. They checked it and also felt this charge was sudden. They said they would check with the rental company. I could feel they were standing on my side and not just brushing me off. They contacted me from time to time and told me what was going on and what the rental company said so I did not just wait in the dark. During this time the rental company stayed very firm. They kept saying this fee was their usual rule and said they had informed people before. To me it was very confusing. I do not really know local rules so I just told all this back to the customer team. They did not ask me to fight with the rental company on my own. They kept trying to argue for me and also told me that it might not be solved in one step so I should try not to worry too much. I had several more bookings with the same company in the next days so I was extra stressed. I was afraid they would charge me this kind of fee again and again. I told them this worry. They listened and went through my coming bookings with me. They told me if I got charged again I could contact them right away. If I really felt unsafe I could also change to another company. They explained things slowly and also reminded me that if I canceled a booking it could not be restored. These small reminders were very clear. They asked me to send the bank slip that showed the money I paid. After I went back to my place I spent some time looking for the record and taking screenshots and sending them. For someone my age this was not so easy but because they stayed with me on this I felt it was worth the effort. Later they told me they would find a way to cover this cost for me so I would not have to carry this loss. Some time later the customer team told me that the problem came from wrong information on their side. They said it was counted as their own mistake so they would pay me back the senior driver fee. I really let out a long breath at that moment. As an older person in another country if no one helps to follow up and explain and talk to the rental company for you it is very hard to handle this alone. The whole process was not short and there were many back and forth messages but the thing I remember most is that someone kept pushing the case forward for me. They remembered that I still had a few more bookings with the same company. They did not treat me like a small one time problem. They thought about the days I still needed a car. For me this kind of dedicated customer service is very important. It made me feel much safer when I was driving that little Swift around Rijeka.
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