When I think about that rental in London, the first thing in my mind is still the extra fee at the end. I booked the car on QEEQ. I thought it was just a simple one day rental. After I returned the car, the final charge was much higher than I expected. I was on a business trip, so I care a lot about time and budget. When I saw the charge on my card, I got pretty upset and felt I was charged too much. I tried to talk to the car rental counter first. It did not go well. They just kept saying it was charged by the rules. I asked for details, but they did not explain it clearly. I felt quite powerless. I was in a foreign country with a busy work schedule. I really did not want to waste my time arguing like that. Then I went to talk to the platform support. I found my booking had this Dedicated customer service. After that, I was almost always talking to the same person. Every time I sent a message, I did not need to repeat the whole story again. They saw my order right away and even helped me review what happened before. I could feel someone was really following my case. They took my words seriously, like when I said the counter staff told me the late return fee would be only a small amount. They passed this to the car rental side. They also turned the car rental company’s answer into simple words that I could understand. At one point the car rental said the fee was because I returned the car late and needed to pay one more rental day. I was not happy at all, but the support stayed calm and polite. They told me what they could try next. The result was not fully what I wanted, but I did not feel I was fighting alone with the car rental company. The whole thing took quite a while. For me, the important part was that every time I had a question and sent a message, someone replied and still remembered where we stopped last time. I did not have to start from zero with a new person. I do not really understand all the car rental rules, so I depended a lot on their step by step explanation. As someone who travels for work a lot, this feeling of being followed up and being remembered means quite a lot to me.
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