"Sir, we have confirmed the refund for you." When the support person told me this, I was already back in Japan for a few days and I felt a big relief in my mind. A few days before, my car rental on the Big Island of Hawaii was quite smooth at first, but an extra charge kept bothering me. It was around mid June, about June 12 in the afternoon. I picked up a Honda CR V from Hertz at the Big Island airport. It was automatic and for five people. The car was clean and roomy and I drove around the island with a really good mood. The next day I returned the car before noon. I parked it back in the Hertz lot around eleven thirty, gave the keys to the counter staff and then went to catch my flight off the island. I still keep the boarding pass from that day. The real problem came after I went back home. I checked my credit card bill and saw one more charge of around ninety dollars on top of the normal rental fee. It looked like they charged me for an extra rental period. I was confused because I was sure I returned the car early and did not keep it until the time they wrote. I checked the paper from the car company and the return time on it was in the mid afternoon. At that time I was already on the way to the next island. So I contacted their support and explained everything and sent a photo of my boarding pass to show that I returned the car before noon. What made me feel calm was that the same person kept following my case. For me it felt like someone was watching this problem for me. I did not need to repeat my story again and again and they told me in simple words what was being checked and what information was still needed. After some time the support person told me that Hertz agreed that the charge was wrong and they would refund the ninety dollars. They asked me to watch my card for the money in the next days. The money did not come back to my card at once, but I already knew it was confirmed and I did not feel so nervous. This whole thing made me feel that someone was helping me check the bill and the times, which are hard for me to argue alone with the car company. For me this one to one follow up feeling is a bit like having a familiar person looking after me when I travel abroad, and it also made my impression of QEEQ very good.
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