That day in Mallorca airport I had a suitcase in one hand and my kid in the other. I booked the car with QEEQ and went to pick it up in the middle of May. There were many people at the counter and the light felt a bit dim. My kid started to get annoyed and I felt nervous. When it was my turn I gave my debit card to the staff. He looked at it and frowned. He said they only take credit cards and if I did not have one then I must buy their full insurance to get the car. I was confused and told him my card had enough money and I could pay the deposit. He just shook his head and kept saying I needed a credit card or their insurance. My kid asked me why it was so slow and I started to feel really stressed. I did not want to start a fight at the counter. I contacted their customer service and explained what happened. I also sent a screenshot of my account so they could see I had money. The person on the other side checked the details with me and spoke in a calm way. That made me feel a bit better. I could feel they were talking to the rental company for me. I waited in the airport and watched my kid while I checked my phone again and again. The rental company still kept a hard attitude. They said the contract was signed so they would not refund the extra insurance. They also said a debit card could not be used for pre authorization and only for a direct charge so that was why they suggested the extra insurance to avoid a big deposit. I felt really upset because I never said I could not pay a deposit. I was ready to use my card but the counter staff just did not give me any other choice. I told all of this to customer service and they passed my balance screenshot to the rental company and tried to ask for a refund of the one hundred eighty euro extra fee. In the end the rental company still followed the contract and did not return the money and only gave a small discount. The result was not great but I could clearly feel that someone was following my case from the start to the end. They told me every reply from the rental company and tried to calm me down. As a parent traveling with a kid it is easy to break down in this kind of problem. With their dedicated customer service staying with me the whole time I did not feel so alone facing the rental counter.
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