Firefly

I have been charged twice for my car and I have for several months tried to get in touch with them but they keep ignoring my emails. The car itself was all right but the customer service is one of the worst experiences I have had when it comes to renting a car.

Unfortunately, I had to give FIREFLY one star, to be able to give a review! That's for the car, not the company.
They are one of the few company's that are charging extra for over 69s. Most now are 75 yo. so us oldies, be aware.
In February they charged me 196 euro for 11 days car hire, this did not include their there ridiculously extortionate insurance!!!
A further 150 euros they held, to ensure I brought it back full of full.
Their staff on pick up really need a course on customer service.
The staff on returning the car were not much better.
I did book through Carjet now owned by DoYouSpain!
Will I use them again?, its cheaper by taxi.
The car itself self was a old Skoda Fabia, which went ok!

Seriously, the worst airline ever,
Customer service at the airport is so lazy and no assistance was given and was treat with a very bad attitude,
Location was in KBR airport time 07:45am, please train you staff to respect and treat your customers with humility

We rented a car from Firefly through Rentalcars.com, which we picked up at Treviso Airport in Italy on 13 September 2019. Everything seemed to have worked well: the staff member at the desk was friendly, we got our car, enjoyed our holiday and returned it on time, and it was signed off.

However, when we checked our bank account back home, we discovered in shock that, instead of holding only ONE deposit fee of 鈧?00 from our British debit card (as they should have, to be released within a few days days after returning the car), they had charged our account TWELVE times. This was almost 拢5,400, including bank charges and transfer fees (due to payment being in a different currency).

We discovered this on the 20 September and reported it immediately to Rentalcars.com. They were quite responsive and managed to get Firefly to return part of the money to us on the 26th. However, we didn't receive any apologies (for what we thought must have been a mistake on the part of Firefly) and there were still around 拢300 missing, corresponding to bank charges, transfer fees and exchange rate being against us on this date (again, not our fault, so we shouldn't have to pay for them!).

All this had also left our account in overdraft and TSB was now charging us (through no fault of our own) unplanned overdraft fees. We had to put money into the account to stop these charges, which luckily we were able to do, but again this was quite a stressful situation.

Then we had to write back to Rentalcars.com, who in theory were going to claim the missing money. But after that, on 4 October, our account was debited again for an additional 拢535.46 payment (taken by FireFly) plus 17.01 in bank charges.

After reporting this to Rentalcars.com again, Firefly returned 拢530.85, again not the full amount, on 7 October. Which means we are still waiting for part of our money back and feel extremely upset and helpless about this whole issue.

We really hope this can be resolved soon, but it seems like Firefly are not being particularly responsive and it has been over a month now. Is this a way for an honest company to deal with their (hopefully) mistakes? Because it really looks and feels like a fraud to us and it's left us feeling powerless and worried that it seems so easy for dishonest companies to take your money.

I had an awful experience with firefly hertz in Girona airport, where I rented a car for my holidays. On my return to the airport nobody was there to check the car (a very poor customer service)
I am 100% sure that I returned the car in perfect conditions, not marks or scratches caused during my rental, we made a final check before handing the keys to the office and everything was in perfect order. Three weeks later they contacted me telling me that I caused a mark on the door, asking a bill of 187 euros.
As a documentation, they sent pictures with not date on them, when I asked for pictures with proof of date, they didn't provide them, instead they replied in a very rude way, telling me that my case was escalated and to expect collection agengies to contact me, and that my credit score was going to be affected.
The service I received at Girona from firefly hertz was appalling from start to finish.

We rented a car through doyouspain. It was cheap and the process was simple. We had to provide a receipt for the fuel from a nearby petrol station and we took photos of the car before and after. We used our own insurance and they accepted this. We paid them for an extra driver, which just came out of our deposit. The staff were nice and polite and the whole experience was fine. We found it slightly tricky to find the car hire complex at first but just needed to turn right out of the front of the airport and keep walking along the front until we saw all the car hire places on the left. I know people have mixed experiences and I was nervous after reading some reviews but ours was fine. I hope that helps.

Hired a car in Bari Airport from firefly, using Auto Europe (I was concerned reading the reviews), but it was very easy and hassle free, it is a bit of a distance from the terminal, but all the hire cars seem to be in the same place, the only difference is with firefly you go straight to the collection point and book in with them there, other hire car companies you book in in the terminal and then walk to the depot! The cars aren鈥檛 pristine and new, but as the employee said to another customer 鈥渢his is Hertz budget range, we have the cars after they鈥檝e used them鈥? The car we had was clean and comfortable and we weren鈥檛 pushed to buy extra cover, we already had it through Auto Europe. I would recommend them especially if you have 2 drivers, I found them very good value for money 拢46 for 4 days with 2 drivers.

Thought they were good at catania until we got our credit card bill, didnt ask if we wanted to pay extra insurance cover just told us everything included then charged 拢110 for 4 days. We dont need cover as we have insurance4carhire. Now got the hassle of trying to get our money back. Disgusted

Very bad experience in Chania, Creta. We booked and payed in Advance but when we arrived at the desk no car was available (same category or bigger) and we had to wait more then 3 hours with no idea of timings needed to receive a car. No comment.

When we arrived in Venice to collect our hire car it wasn鈥檛 there and we were shown to a smaller car with no chance of some money back as we鈥檇 paid for a bigger car. The car was dirty and I refused it. Then they told us they didn鈥檛 have the child seat we had ordered and paid for. They told us to go to a nearby store and buy one with our own money and claim the money back from Hertz, their parent company.
I refused and said we鈥檇 sit in the reception until they got us a car seat.
They tried the same with a German couple and child who arrived. They spoke good English so we were able to share our story. We all refused to leave.
They then miraculously found 2 x child seats and the larger Fiat 500 XL we originally ordered.
The staff were rude, arrogant and dirty.
They said repeatedly how 鈥榮**t鈥?Hertz were S a company and it was not the staffs fault.
Personally I think they were trying it on… seeing if we鈥檇 accept the smaller car and buy our own seat which we鈥檇 then have to leave behind with them when we left, thus gaining them a child seat.
I wonder how many times they鈥檝e employed these tactics?

For years I had a good experience regularly hiring from Firefly. They then sold to Hertz and everything changed. I was charged for returning a car late. As I return to the same office regularly I questioned this and was told it was a mistake, however the head office would not accept the manager telling them he had made a mistake and refused to take away the charge even after Easy Jet wrote to them to say I was on board a flight when they claim I was delivering a car. It's now going to court. The manager told me this happens often! I advise all of my guests to avoid this company and I hope whoever reads this avoids them, Hertz / Firefly just dont deserve the business.

If I could give zero, I would. We hired a car from Firefly at Marseille airport. The car was a Vauxhall Corsa in black. The car was filthy when given to us, and had damage on every single panel, an engine management light which wouldn't go out, clutch judder, and poorly working aircon. When this was pointed out we were given no option other than take it as it is. I was charged a 鈧?00 security fee which I expected, but when I returned home have found they have charged me twice for this. I highly doubt this is an error given how many others this has happened to. I have emailed Firefly and am waiting for a response. If I do not get a full refund of both sums I will be pursuing this as fraud with my credit card operator. If Firefly at Marseille airport have the only car left at the whole car rental section, get a bus!

Arrived at porto and found the wherehouse has advertised. The guy from firefly then strated to explain how my tariff works and the extra tarifs that they would need to charge. Then tries to charge for a cleaning fee because he doesn't know how I'm going to deliver the car! !!! The car itself was old for a rental and full of fents and scratches not all captured at first by the employee. Employees very disrespectful and clearly a scam company from hertz. Don'tever use it

Came to Langkawi International airport at 11:30 am for a 1:20pm flight for my wife and I to Penang. Checking the departure board states the flight was cancelled. Was directed to the he Firefly office. They said they had known 2 weeks prior that the flight was cancelled. Even though Firefly has my e-mail on file, they never attempted to contact me Thor the cancelled flight. I was told a The Firefly service desk that they would assist me in getting re-booked on Air Asia 1 hour later. I had to purchase 2 new tickets on Air Asia. On top of that, the Firefly representative stars it would take 4 weeks for my credit card to be refunded!

Hired a car through Ryanair Fly and Drive and payed the agreed amount.

One week after the return of the car (no problems with the car at the time of return, full gasoline) they charged my card 21,35鈧?!!

On a total cost of the rental of 54,30鈧?is basically 40% more!!!

The online-only customer service obviously never answered, and Hertz (Firefly is Hertz under another name) says they don't deal with Firefly issues….

Stay away from this company!

Utterly useless, unprofessional, scammers, terrible customer service. Stay away from this company, especially the branch in Pisa. They delivered a filthy car to me (with 0 attempt to clean it) which was not the same car I paid for. Had to wait in line for 3 hours and the employee told me to 鈥渃omplain to firefly directly as they are heavily understaffed鈥? When I did complain it took 2 months to receive an email reply as they 鈥渄on鈥檛 take customer service phone calls鈥? In addition to that they had the cheek to charge my credit card for 鈥渁dmin fees鈥?3 months after the car rental took place. Steer clear.

The worst car-hire experience ever! We rented a car by Firefly Malpensa, Milan, 5 months in advance to get the best price (the broker was Holidays Auto). A week before arrival, we phoned to check that everything was ok – which was confirmed. At arrival (June 2017) we called to be picked up (transfer from the airport). No one took the phone in an our! Finally we managed to get in contact, and received an unbelievable unpolite and quick message; 芦NO CAR AVAILABLE – CALL BROKER禄 – and they hang up! We then had to call the broker, and got advised what to do. We managed finally to rent another car from another company at the air port, but due to lack of cars at every car-Rental company at Malpensa this day, this car-hire had a price 3 times our price with Firefly. We was told that Firefly would cover our damage of loss. The rental cost increased due to breach of contract with EUR 1430! Back home we sendt our claim, and 4 months later – and after lots and lots of e-mails – we have been compensated with approx 60% of our additional expenses. The rest they deny responsibility for even if the rented car was the same category as the one with Firefly. Several extra costs is not compensated for – neither insurancepolicys that was not in our interest (only all-inclusive cars available) or additional cost for one extra driver – even if this was included in our original agreement with FireFly. In the end, the rental cost has ended up on approx EUR 1100 instead of EUR 500. In addition to that; a LOT of frustration and time-consuming e-mail correspondence. We will most certainly avoid FireFly in the future!

We had booked a car from Firefly via autoeurope in Catania. Their shuttle picked us up from the airport. After a problem with autoeurope – they won't change anything on your booking 48 hours before the arranged pick up time (no other driver, no other credit card…which was never a problem with any other car hire before which leaves me to conclude that their only goal is to scam you out of your money!) the staff of Firefly was very helpful and did everything possible so we would avoid having to pay for the full hire again! Firefly Catania = good!! (Autoeurope = bad!)

Without doubt the worst experience of a car rental. Picked up at Milan Bergamo and dropped at Milan Malpensa. The address they put on contract is wrong and leads to a dead end. Spent 1.5 hours looking for where to drop the car and nearly missed flight. Left the car at Hertz in the airport which is their parent company. Appalling service. Avoid at all costs.

Booked online to collect at Pisa Airport. Got there, had to wait ages for someone to turn up. My husband was to be the main driver. The booking document said I needed the credit card I had used to book, plus passport/driving licence etc. I had all that, but then the man at the desk said we needed a credit card in my husband's name – this was not on any booking confirmation. He had 2 debit cards with him, but no credit card. So we said how about we change the main driver to me, at which point they said that would be a whole new booking at walk up price (ie more than double what I had booked). They refused to rent the car to us. To add insult to injury while we were arguing with the man, my husband's back pack was stolen which included his phone. Luckily one of the other companies there hired us a car – I used my phone to book that online at a good price as otherwise we would again have had to pay walk up prices. So Firefly are a rubbish company who do not abide by their own documentation.

Great service at Bergamo airport (Italy). Car was good, easy to find and quick to get. I was so worried by the other reviews, but when I saw that all Bergamo operators had the same low score, I settled for the cheapest. I'm glad I did. My only complaint would be their excessive charges hidden in the terms and conditions (e.g. return without enough fuel, speeding ticket admin fee, excess waiver fee etc.) all of which are extortionately high. Be sure to return full, without being snapped by speed camera and without any scratches/dents or brace yourself for some hefty fees! However, we escaped these and had a cheap, reliable and pleasant experience.

Pisa Airport.
Despite all the negative reviews I am pleased to say that the car rental at Pisa airport was straight forward and trouble free. The car that we rented had 16000 k on the clock and did have a number of marks and dents. Just take time and photo the car internally and externally and you should be fine.
There was no hard sell for and upgrade but I did get a good insurance deal via Rentalcars together with a free second driver as part of the package offered by Firefly .

booked car through rentalcars with firefly and gave flight number on booking form. seemed good value until got home when I was charged with a late collection fee by firefly. Had to wait 45 mins at their pick up desk whilst people tried to book and collect cars due to really poor service.
Was told I had new undamaged car that was actually okd and damaged.
Desk person never mentioned late collection fee at all and only noticed on bank statement when arrived home more than a 10 day hire charges shocking!
Complained to rentalcars who did nothing!
Strongly recommend neither rentalcars or firefly are used again as you think you are getting a cheap deal but you will get ripped off.

Took my money and won't tell me why

Long queues at Alicante at pick up; blatant and underhand attempts to sell unnnecesary insurance; took nearly 鈧?00 from my card 3 weeks after returning the car without explanation. Despite 3 emails to "Customer Service" asking for back up detail no reply received to date (over a month later). Presume an unmanned auto mailbox. Now having to engage solicitor. Just don't go there!! Appalling.