What do you do when you see a bill you do not understand. That was my situation with a rental in Orlando in the US. I booked the car on QEEQ on January 10 and picked it up the next evening at the airport counter. At the Avis counter everything felt normal. The staff gave me a car and said I could go. It was just me and one bag. In my head I thought this is pretty smooth. The real trouble started after I went back home. In early February I checked my credit card and saw one charge of about 182 dollars. Part of it was fuel and that made sense. The rest of the money I could not explain at all. I felt a bit stressed and I wondered if they charged me for some upgrade. I never asked for an upgrade. That car was simply what the counter staff handed to me and I drove away. I decided to contact their customer service and told them the amounts I saw. To be honest I first thought they would just tell me to talk to the rental company by myself. Instead the person kept checking details with me and asked me to send photos of the bill. In my head I was thinking I hope this does not turn into a long fight and I hope they do not just walk away from it. In the next days I could clearly feel that someone was following my case. Every so often they reached out to me and said they had asked the rental company and were still waiting for a reply. I could not see what was happening on their side but it did not feel like they just sent one message and forgot me. It felt like they were really trying to solve it for me. After some time they contacted me again and told me that the unclear part of the fee was sorted and around one hundred dollars would be refunded. I felt so relieved. I thought to myself that without their help I would never win this kind of problem with a company in another country. At that moment I understood how it feels when someone keeps an eye on your problem and pushes it forward for you. It made me feel very looked after as a visitor from the UK renting a car in the US.
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