When I arrived in Orlando to pick up my car, I was told that my reserved model was unavailable. Traveling with kids, this situation was really stressful. To get a car quickly, I had to pay extra for an upgrade. Although I didn't contact customer service at that moment, I reported the issue to them later. Their team kept following up with the car rental company and successfully got my upgrade fee refunded. This made me feel relieved and showed me that they truly care about their customers.
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