At the start my feeling about this rental was kind of mixed. I came to Barcelona alone. I booked a Volkswagen Polo with Niza Cars through QEEQ and planned to pick it up around noon on October 31, after我 arrived on October 30. In my mind it was a simple plan. The wind was a bit strong outside the airport and I pulled my suitcase to the rental counter. I was pretty excited and just wanted to get the car and go. Then the staff told me they had no car for me. They asked me to wait. Later they said my case counted as no show and they would not give me a car and also no refund. In that moment I was confused and also angry. I stood there alone by the counter. People around me all spoke Spanish and I could not join any of that. I suddenly felt very small. At that time I noticed that the ones really helping me were not the counter people but the support team on the platform side. I contacted them and explained everything. I said I came to the counter on time and I could not accept that they marked my booking as no show. My English is not very strong so I typed slowly, one short sentence after another. I was worried they would think I am trouble. They were very patient though. They checked the time and the place with me and also what the car rental staff said to me. I could feel that someone was really listening. I did not feel like I was shouting into the air anymore. After a while they told me they had called the rental company and they would keep following this case for me and it would not just end like this. The problem was not fixed right away but my stress went down a lot because I felt someone was on my side. Some time later when I was already back home I needed some documents for settlement. I needed the final invoice from the rental company and also a receipt from them. I first thought I had to deal with the rental company again by myself. The rental company did not answer emails and all the terms were hard for me to read. I started to feel annoyed and tired. So I went back to the same support team. They checked my booking again and said they would help me ask for the documents. After that I saw they kept chasing the rental company. When I checked in again after a few days they had already contacted the rental place several times. When they finally got the final invoice they sent it to me and also explained one part about partial excess 180 EUR and told me it was about lowering the insurance excess. Then they also sent me the receipt I actually needed from them so I could finish my own payment and refund stuff. For me the most important thing in this whole story was not how much money I lost or saved. The key part was that when I was alone in another country there was someone who kept thinking about my case and followed it until the end. The staff at the counter were pretty cold to me but the support side always replied to my messages. Even when they just said they were still waiting for the rental company I still felt more calm. When you travel alone the scariest thing is a problem that falls on you and no one cares. This time with this kind of dedicated customer service following me all the way I felt safe enough to continue my trip.
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