I 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.
Discover how our service has helped other customers
