I have to start with a little complaint. I booked my car on QEEQ and I really thought this London rental would be easy. That morning around June 13 at about 9 am I went alone to the DRIVALIA counter with my suitcase. I was ready to pick up the Peugeot 2008. I felt kind of excited. I thought an automatic car would be simple to drive. Then I gave my passport and voucher to the staff. He looked at his screen and told me I needed to pay another 70 pounds for a one way fee. My mind went blank. I was thinking this fee should already be in my booking price. I tried to explain slowly in English that my booking showed one way was included. The guy at the counter was not rude but he just kept saying the system showed I had to pay. In the end I only had two choices. Pay and get the car or do not pay and have no car that day. I was alone in another country and I did not want my whole plan to break. So I was complaining in my head while I took out my card and paid the 70 pounds. When I tapped the card I kept thinking whose problem is this and why do I need to pay twice. After I drove the car away and calmed down a bit I contacted their customer support and told them the story. I was a bit worried they would say this was not their job. Instead they checked my booking details and told me they would help me find out why the fee was charged again. They also asked me to send photos of the rental agreement and my credit card bill. When I heard that I felt a bit better. It did not feel like I was fighting this alone. During the next days I was still nervous. I kept thinking maybe no one would answer me and the money would just be gone. After some time they reached out again and said they had received my documents and were checking with the rental company. I was remembering the face of the counter guy and I felt annoyed but I also had a little hope. I wanted to see if they could really fix this. Later the support told me that the 70 pounds was a duplicate charge and they would help process a refund. When I saw this message my first thought was that it was good I kept all the papers. My second thought was that it was kind of surprising. I went from being forced to pay at the counter to someone actually clearing up the mess for me. The process was not super fast but they kept telling me the progress. For someone like me traveling alone the worst thing is when there is a money problem and no one helps. This time I met a duplicate charge and my mood was really bad at the start. I thought I was just being overcharged again. Later I saw that someone was following my case and talking to the rental company for me. I still grumbled a bit in my head about the trouble but I did feel looked after. It did not feel like they just left me there to wait with no answer.
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