Post Travel

Support cases arise if written requests from customers are received after the pick-up time has passed. If a customer is not satisfied with a rental or did not receive the service, they have the right to request an investigation of their experience from our side.

• Reservation Issues:

• Issues at pick-up or during a rental

• Customer dissatisfaction

• Disputes

Support deals with customer disputes (cases). The main reasons for customer dissatisfaction are:

• Poor customer service (not serviced at all)

• Misrepresentation of products

• Payment issues

Cases are always about money or service; customers wish to be compensated. Support handles, communicates, and responds to customer cases in writing.

Please ensure:

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

2. 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

3. 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

Suggestions for working on a case:

• Use a cross-reading method. First, identify the customer in the system (BCRM).

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

Reclamation is the next step of a customer dispute, handled by another department. If a reservation is marked as reclamation, please use scripts for reclamation (chargeback) without further discussions with customers.

Notes:

• 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.