Dedicated customer serviceThe night air in Sydney felt a bit cold when I walked out of the airport with my suitcase. I was on my own and my phone only showed the map and my booking. The pickup area was not very bright and I already imagined driving a Kia Carnival out of there.
When I stood in front of the counter, the mood changed. The staff at the rental desk told me that the car I booked had an accident before and they could not give it to me. They said they only had a 7 seat Toyota Kluger for me. His voice was calm but for me it was a big thing. I looked around at the parked cars and in the end I just took the Kluger. If I did not take it, I really had no idea where I would go that night.
The small details still bother me when I think about it. At the counter they told me they would refund the price difference. I went back and waited for some days and got nothing. My booking was fully prepaid so I felt nervous all the time. It was like the money was stuck in the air. I was busy with my own plans and at the same time I kept checking my email and the booking page. My mind was a bit messy.
Then I reached out to their customer service and told the story from the start. Since I travel alone I have to watch everything by myself. I really hate when people just push things around. After I explained the whole thing, I felt that someone really took over the case.
It was not just one line like saying they will check again. They asked me about the pickup in detail but in a normal way. I also told them that I arrived about one and a half hours late, that I told the rental office before, and that my documents were all ready. I did not want to hide the parts that were not perfect for me. They did not blame everything on me because I was late. They said they would talk to the rental company and keep checking for me.
During the next days what I remember most is that one person kept following my case. I did not need to repeat my story every time. When there was news they told me and I always knew what was going on. I could feel that the rental company was slow to reply but I also felt that someone was pushing things forward for me and my complaint did not just disappear somewhere.
One time I was on the train and I got a message that they would pay me some money as a compensation first. At that moment I felt a big relief. For me this meant they were not only waiting for the rental company. They were also thinking from my side. The money was not a huge amount but it showed that someone was really taking care of the problem. For a solo traveler this kind of feeling is very important.
When I look back at everything from the first shock at the counter to the final compensation, my feelings went up and down. At first I was disappointed then worried and later I slowly felt calm again. For me having one person who remembers me and my problem and keeps telling me that they are still working on it is even more important than the final result.
Before this I only checked price and car model when I booked. This time I really felt how it is when there is dedicated customer service following your case from start to finish so I do not need to chase people every day. The rental office did not handle it well at the start but the way the support team followed up made me feel that I was not just some random booking.
Now when I look at the record of this booking I do not care that much about the change of car type anymore. I think more about how I stood in the cool Sydney night air feeling nervous and how later I felt safe because someone kept working on my problem. I made this booking through QEEQ and this experience showed me that when something goes wrong with a car rental I do not always have to handle everything alone.
AXA Full Coverage"Please do not be real" I talked to myself while I looked at the crack on the windscreen in Katoomba car park. I was alone and my mind just went blank. A few days before I had booked a Hertz car through QEEQ. It was a Hyundai i30 auto. I picked it up around noon on May 8 in Katoomba and planned to return it early morning on May 12. I drove by myself and felt pretty happy on the road. Near the end of the trip I noticed the glass problem.
My first thought was that I was in big trouble. I kept thinking about how much this would cost. I am still a student so this kind of money is a lot for me. Then I remembered that I bought AXA Full Coverage when I made the booking, so I quickly contacted their customer service and told them about the glass damage. I was not very sure in my heart and I was scared there would be a lot of trouble with the insurance.
The staff replied and asked me to take some photos of the damage. I took the photos while complaining in my head about my bad luck. At the same time I kept thinking I really hope this insurance works. After I sent the photos they told me they would help me with the claim and I just needed to wait. During that time I felt quite nervous because the number sounded big in my head and I was afraid I would still need to pay it myself.
Later they told me the damage amount was over one thousand AUD. When I heard this number I felt both stressed and kind of lucky. Stressed because glass is so expensive. Lucky because if the claim went through I would save this money. They also checked my bank details with me. I answered based on my own account information. During that time I checked my account again and again because I was scared I made some mistake.
They told me the claim was approved and I got 1073.31 AUD back. When I saw this amount I finally relaxed. I felt like I really escaped a big problem this time. If I did not buy AXA Full Coverage I would never be able to handle this glass damage by myself. For someone traveling alone this whole thing gave me a lot of safety feeling because I did not need to face everything on my own.
Dedicated customer serviceI felt very nervous at the beginning. I booked a car in Adelaide through QEEQ and picked up a Toyota RAV4 around noon on May 30, 2026 near the airport. I returned it two days later around noon in Melbourne. The trip itself felt fine, but a few days later I saw a charge of 1151.60 AUD on my credit card from the rental company for damage. I got a shock. I kept thinking in my head that this is a lot of money and I did not even know what I broke.
I first tried to talk to the staff from the rental counter. They kept saying it was damage. One part was 1000 and they said it was for car damage. Another part was a bit more than 150 and I had no idea what that was. I asked again and again. Their attitude started to feel a bit cold. My English is not perfect. When they explained things I felt my brain spinning. I just kept asking myself who can help me make this clear.
Then I reached out to their customer support team. The person on the phone had a calm voice and asked me to explain everything first. I was a bit emotional and also worried inside. I kept thinking maybe I would still have to pay all of this in the end. After I finished talking, he told me they would help me check every part of the charge. He also reminded me that I had extra cover and that I could try to claim with it. At that moment I felt a little better, like someone was on my side.
In the next days they kept in touch with me. Sometimes by email and sometimes by phone. The customer service person checked with me about the 1000 damage fee and the extra amount a bit over 150 and said it was made of credit card fee and some admin fee. He asked me to send all the documents I could find and take photos. I felt a bit tired of it, but I was also glad someone was watching this case. Each time I sent something he replied that they would keep following up. This made me feel my case was not forgotten.
One night I was in bed and looking at the FI statement on my phone. I stared at the numbers and did the math again. If I had to pay all of this by myself then my travel budget would be totally broken. But I remembered how in the day the support guy explained which part was damage and which part was other fees. I did not feel so lost. He used simple words so I could understand. It was like he was translating the rental company’s hard English into normal words.
I remember one moment very clearly. I asked again about the same question. I said what is this 151.60 exactly. I knew I was repeating myself but I was not calm. He did not show any impatience. He just explained it again in simple terms. I thought to myself that at least someone was willing to talk it through and not just push me away with one short answer.
During this whole time I felt that this dedicated customer service was very important for someone like me as an overseas visitor. When you are in another country and the rental company suddenly takes a big amount from your card and your language is not perfect, it is very easy to panic. If it was only me talking to the rental company I think I would have given up. Now even though the case is still in process I know what each part of the money is and I know there is a chance to claim it with my cover. It does not feel like a black box.
For me, having someone follow up with me, check my information and remind me what documents I need is more important than just saving a few dollars on the booking. With damage issues one small problem can become a big bill. With this kind of special support in the middle, my stress is much lower.
Dedicated customer serviceI booked my Cairns rental on QEEQ. The whole trip went pretty smooth. I returned the car around the morning of June 5. Before I went to the return lot I went to a gas station and filled the tank again. I wanted to make sure there would be no extra charge. When I gave the key back at the car hire desk I even looked at the fuel gauge. It was on full so I felt safe and went on with my schedule.
A few days later I checked my credit card bill and saw a charge of more than fifty AUD. The line looked like something about fuel. I was confused. I thought in my head that I just filled the tank so why is there a fuel fee. I came on a business trip and I need to report every cost. So this kind of unclear charge is a real problem for me.
First I tried to check my phone and email by myself. I could not find any clear email from the car hire about this or any contract file I could read. I started to feel a bit stressed. Then I decided to contact their customer support. I sent them a screenshot of the card charge and said I did not understand this fee. I also told them that the fuel gauge was full when I returned the car and I wanted someone to check it.
At the start of the chat I was a bit nervous because I was scared they would just say this is normal. The support person stayed calm and polite. They checked my booking details and told me they would ask the car hire company. I still felt worried but at least someone was working on this for me.
After some time the support came back to me and said the car hire told them the money was for fuel and some credit card fee. My first reaction was that this made no sense because I really filled the tank. I tried to remember if I took any photos. Then I remembered that I did take a photo of the fuel gauge when I returned the car. I searched my phone and found it and sent it to them. When I sent the picture I also explained that I filled the tank right before drop off. The gauge was maybe a little bit lower than at pick up but it was still on full, not like half or anything.
After they got the photo they did not tell me to talk to the car hire myself. They kept following it for me. I could feel it was the same person talking to me each time because they knew my case very well and also remembered that I came from Korea on a business trip. The way they talked was simple and direct and I liked that. There were one or two times when I asked for an update. The chat was very short. I asked if there was any result and they told me the current step with the car hire company.
Later they told me they had already sent my fuel gauge photo to the car hire and they were asking them to cancel the fuel fee. When I saw this message I felt a lot more relaxed. I did not feel alone looking at a strange charge on my bill anymore. It felt like someone was speaking for me to the car hire and trying to make things fair.
After some more time they contacted me again and told me the car hire agreed to refund about thirty eight AUD of the fuel part. The rest was some card fee. When I heard this result my feeling was a bit mixed. On one side I was happy that most of the fuel money came back. It proved that filling the tank and taking the photo was the right thing to do. On the other side as a business traveler I still think that if the car hire checked the fuel level more carefully at the start maybe we would not need to go through all this.
Still when I look at the whole process the main thing I felt was that someone stayed on this case all the time. It was not like I sent one message and then got ignored. Every time I asked they could tell me what was going on and I did not need to explain my story again from zero. This feeling that my case was remembered made me feel taken care of. For someone like me who flies a lot and has a tight schedule this kind of one to one follow up really saves a lot of energy.
Once the refund was confirmed I just closed this chapter in my head. The exact amount of money is one thing. For me the more important part is that now I know if I face a similar strange charge again I can stay calm. I just keep any proof I can like photos and then pass it to them and ask them to follow up. Then I can keep my time and focus on my work. For me this kind of steady follow up and personal care is more valuable than only having a cheap price.
Price Drop ProtectorI was sitting by the office window getting ready for my Adelaide business trip. I refreshed my email and saw a new booking confirmation pop up. Same Mitsubishi ASX, same times, same city. The only thing different was the price. It was clearly lower than before. I froze for a second and my first thought was that I clicked something wrong.
I booked the car with QEEQ for my meetings in Adelaide. Pick up was around early afternoon on September 23, a bit after one, and return was a few days later at about the same time. My schedule is full of meetings so I needed the times to stay fixed. I checked a few sites before and the prices were almost the same. Then I saw a service called Price Drop Protector and decided to try it because as a business traveler I still care about budget. When I booked I just chose the car, checked my info and paid. I even took a screenshot of the price for my expense claim.
Some time later I was changing my trip schedule and my phone buzzed again. It was another confirmation email from them. I thought my booking got changed and I got a bit nervous. I opened it fast and saw the rental company was the same, still a Mitsubishi ASX, pick up and drop off still in Adelaide at the same hours. Only the total price was lower than the one in my screenshot by a bit more than twenty AUD. I told my coworker I did nothing and the car just became cheaper. He thought I was joking.
I checked the booking details again and then I realized it was the Price Drop Protector working. The price must have dropped and they moved me to a cheaper booking with the same setup. The difference would go back to me. I did not need to cancel or book again by myself. The time did not change and my meetings were safe.
That night I sat at my desk with my laptop and updated my budget file with the new lower price. I noticed this one booking basically covered a team dinner. I felt like I earned money for free. It was not a forced promo. It was just money I planned to spend that turned out to be less. For someone on business trips a service that watches the price for you and still keeps your schedule the same feels very helpful and takes some pressure off.
AXA Full CoverageI booked my rental car in Melbourne through QEEQ. I was traveling with my kids so I chose a Honda Civic from BARGAIN with auto gear. In my head I kept telling myself I needed something easy to drive. It was around early evening in mid May when we picked up the car. The air was cold and my kid looked at the car and asked me if this was our little home for the week. I laughed and said yes and I even joked that we just needed to not break it.
But the car still got damaged. I can still feel that sinking feeling in my stomach. I looked at the car and then at my kid and I kept asking myself how much this would cost. With kids everything already costs more. Now there was a big repair bill on top. My first thought was if I had to pay it all by myself.
That was when I really felt how important AXA Full Coverage was. When I bought it I even asked myself if I really needed it. I wondered if I was just wasting money. After the damage happened the answer became very clear. I took the papers and photos and bills from the rental company and put everything together. In my head I kept asking will they really pay. Will this take forever.
The repair amount was scary. It was 5115.24 AUD. I stared at the number then I looked at my kid again and my heart tightened. I asked myself if they would really cover this much and if there were any hidden rules. The support team contacted me to confirm the amount and the currency. Their calm tone made me feel more calm too. In that moment I only had one wish. I just wanted this claim to go through so our trip would not turn into a disaster.
When the claim was approved I almost did not react for a second. 5115.24 AUD fully covered. I read the number again and again to make sure I got it right. It felt like a huge rock was moved away from my chest. My first clear thought was that I was so glad I bought that insurance at the start. Without it I would be doing math for months back home trying to fix our family budget.
I still worried that the rental company might charge more later. So I had another question in my head. What if they take more money in the future. Is this really over. I shared this worry and I was told that if new charges came later I could contact them again and this closed claim would not stop a new one. That part mattered a lot to me because my biggest fear was that later no one would help.
When I look back at the whole story it goes from panic about the damage and the cost to the nervous wait when we checked the amount then to the big relief when the claim was paid. As a parent I am always afraid that some sudden accident will break our family budget. This time they took that risk from my shoulders so I could focus on my kids instead of staring at bills all day.
