What does it feel like when you have someone staying with you on a car problem while you are alone in another country. When I think back to my rental in Perth Australia I feel this very clearly. I booked my car through QEEQ and went to pick it up around mid June. My order showed Hyundai Staria same group cars and at the airport counter the staff gave me a Kia Carnival instead. The guy at the counter was normal and polite but when I sat in the car I felt something was off. The space felt smaller and it was a diesel car. I was alone with my luggage standing near the parking lot looking at the car and feeling upset. I felt like the rental company did not treat me fairly. When I got back to my place I contacted them and shared all my feelings. After that every time I sent a message it was the same person following my case. The way they spoke was patient and they remembered what I said before so I did not need to repeat my story again and again. They checked the prices from the same rental company and told me that both cars were in the same group and the rate was the same. They also said they understood that I felt the space was different. In the end they offered a compensation for the model difference and even helped me see the amount in my local currency. I was still not happy with the car from the rental company but I felt someone was really listening to me and trying to make it better. I did not feel like a random customer who gets pushed away. The real shock came when the glass got damaged. It was near the last days of my rental. I was driving in Perth city and the road was quite smooth. Suddenly I heard a very sharp sound and part of the glass cracked. I stopped the car safely and looked at the long crack and my mind went blank. All I could think about was a huge charge on my credit card. I contacted the rental company and they followed their standard steps. Later when I saw the total charge amount it was around six thousand five hundred Australian dollars. My hands were shaking because that is a huge amount for a student budget. I reached out to them again and explained everything. From that moment they stayed close to my case. When something moved forward they asked me if I got emails from the rental company and reminded me to keep the credit card charge records and the rental agreement photos. I knew the rental company needed weeks to finish the damage report and I could not make them faster. But they kept updating me and told me which step we were at and what might happen next. It felt like a friendly classmate was standing with me facing a not very friendly rental company and I was not alone guessing in my head. On the return day I brought the car back a bit later than the original time and went to the counter to hand over the keys. I was nervous and the rental staff just said they would follow the process. I did not expect extra care from them. On the way to the airport and while I sat in the waiting area I kept getting follow up messages from the same person. They asked if there were new charges and reminded me to send the bill when it came out. I leaned back in the chair and checked my documents again. I felt that at least with the claim I was not standing alone. For me having car damage on a trip is very stressful but during the whole time someone remembered that I was a solo traveler from Malaysia and kept helping me sort things out. This kind of one to one follow up made a big difference. Even while we are still waiting for the final result I feel safe to book through them again because I know when something goes wrong I do not have to carry it all by myself.
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