Imagine this: You’re standing in a windswept corner of the North Atlantic, fresh off an unforgettable road trip through the Faroe Islands. Life feels good—until an email arrives.
It’s an invoice.
For SGD1,225.77.
For a scratch.
On the front left wheel of the rental car you returned in perfect condition two days ago.
Our client K, a confident and seasoned driver, was stunned. He hadn’t hit anything. He’d followed all our advice—well, almost all.
The Setup
K had opted to self-drive during his trip. We had recommended full coverage insurance—as we always do—because we’ve seen how rental companies, even reputable ones, can charge hundreds for tiny, barely visible marks. But K, a pragmatic traveler, declined. “I’ll take my chances,” he said.
We respected that. But we also prepared for it.
Knowing he’d be returning the car at 6:00 AM—before the office opened—we reminded him to photograph and video the vehicle thoroughly before leaving it unattended.
K did take a video. But in his morning haze, he panned over the car a little too quickly. Check it out below.
And two days later, came the dreaded email.
The Accusation
The car rental company claimed K had caused a small scratch on the front left wheel. The supporting photo had blue arrows pointing at something so faint, we had to squint to see it. The price tag? SGD1,225.77.
K called us immediately. He was angry—and hurt.
“I swear, it wasn’t me. There was no scratch.”
And we believed him.
Now, most agents would step away at this point. It’s out of scope. It’s between client and car rental company. But at Epic Travel Designer, we don’t walk away when it matters most.
The Investigation
We asked K for his video.
It wasn’t promising. The wheel barely appeared, and the camera had moved too quickly. But we saw a sliver of hope—literally, a sliver of the front left wheel around the 15-second mark.
Enter our IT team.
First, they slowed the video frame by frame.
Then, they paused it at the precise second the wheel came into partial view.
Next, they used AI imaging software to zoom in—160x—without losing quality.
Finally, they compared the image to the car rental’s “scratch photo.”
The verdict?
No scratch.
No damage.
Case closed.
We sent the enhanced forensic image to the rental company. A week later, they dropped the charge.
The Lesson
If K had booked this trip on his own, he would’ve been stuck.
There’s no helpline for “scratch fraud.” No AI forensics team waiting to help the average traveller. And certainly no one going to bat for him halfway across the world.
He would have paid $1,200 for something he didn’t do.
But he had us.
At Epic Travel Designer, we don’t just build dream trips—we defend them. When things go wrong (and sometimes, they do), we fight for our clients with every tool we have. That’s what it means to travel with peace of mind—and with a team that always has your back.
Final Word: Tips for Self-Drive Travelers
Always purchase full coverage insurance—even if you think you won’t need it.
Take slow, steady videos of the exterior and interior of your car during pickup and drop-off.
Pan slowly and zoom in on the wheels, mirrors, and bumpers.
If possible, return the car during office hours for immediate inspection.
And of course—travel with a designer who knows how to fight for you.
Ready to experience worry-free travel?
📩 Start your journey with us — where the magic and the hard work happen behind the scenes.