Suggestions for working on a case:

• The complaint reason is explained (e.g., overcharge, downgrade, fleet failure/vehicle condition/service/damage/missing documents, or other)

Available documents only refer to the respective case, such as rental agreement, credit card statement, pictures where applicable, or your clear statements about the incident

• The desired outcome of your complaints is specified, such as clarity about overcharges/downgrade reimbursement/reimbursement of additional costs/documents required/clarification of the additional costs, or other

• Use a cross-reading method. 

• Look for keywords such as delay or overbooking – anything that can explain the situation.

• Understand the main issue. Remember, you will provide a resolution to the customer later, so classify the case from the beginning as a no-show, overcharge, or unclear situation. Determine if you can genuinely assist or just apologize.

• Open a case. Case should be opened (based on the protocol provided later), except cases with the status canceled, pick-up in the future, or reclamation.

• Remember that customers expect you to read and understand their concerns.

• Do not get emotionally involved.

• Take the right steps – respond promptly if possible, address customer objections, and try to overcome stereotypes.

• Avoid getting involved in long email chains. Stop if you are confident in your position by the third letter.