The 1st rental car that they gave us had scratches / bumps / and the central locking system was not working- none of this was noted down on the inventory sheet. so we handed the keys back and asked for another car, the 2nd car also had scratches all over it and yet again these were not noted. it was 12am and they were now closed – we had a 2 hour drive so we carried on.
3 days after we handed the car back – firefly have taken money from my credit card without any communication as to why, we are unable to retrieve a statement from them from their website, we are clueless to why this lump sum has been taken from my account, we now have to wait 10 working days for them to get in contact as there is no number to call.
Ryanair state that this money taken was insurance that firefly took from my account 3 days after handing the car back and that it wasn't their responsibity to sort out.
I have now started a charge back with my credit card and cancelled my credit card in fear of them taking more money.
The Payment seems to be for additional car insurance with the car hire company FIRFLY. A cost that Ryanair have since told me was optional but we were not given the option at the time of collection. It was not explained to me that this was an option or that we would be charged additional money. We had already paid RYANAIR the rental car cost and insurance cover on the 21st August 2020 when pre-booking the car. Why would I agree to another additional insurance cost with firefly if I had already bought insurance cover? We questioned the person on the desk at the time of pick up of the car, we asked them to make it clear to us that there was definitely no other charges as we had already paid the hire car cost and insurance – he said no there was no other charges. We were concerned about some of the figures in the right hand corner that was titled estimated charges – as this didn't make sense to us – the man assured us that there was nothing else to pay and he made it out that this was a holding fee on my card NOT AN ADDITIONAL INSURANCE OPTION. He didn't ask us if we wanted additional insurance he disguised it as a holding fee that would be put back onto the card. We were not made aware about any options for additional insurance or that we would be charged it or could opt out of this on the document. IT WAS A PRE-PRINTED FORM! We had already paid for hire car insurance with Ryanair (Which can be seen on my statement and firefly was aware of this) It should also be highlighted that this charge of 拢332.78 was also not made until after we returned the car and left the country – This equating to 20 days after we picked the car up from Firefly. How can insurance be charged after the event? This is obvious Fraud and deception ! We have since found whilst looking on trustpilot.com that this is a regular occurring scam and that Firefly have conned hundreds of their customers by charging credit cards after the event for insurance they didn't agree to
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When I received my credit card statement I was amazed to note that the exchange rate given for the purchase of an oven on the 10th of March was 1.157156鈧?to the pound whereas Firefly on the 20th March were giving an exchange rate of only 1.056604鈧?to the 拢. So not only do they stiff you on their quoted price they also stiff you on the credit card exchange rate.
Don't use them unless you too want to be stiffed.
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AVOID THIS COMPANY – IT WILL COST YOU OVER A THOUSAND EUROS FOR WEEKEND CAR HIRE!
Barcelona Airport, we took photos of the damaged car we were given when we picked it us and returned to the office for the lady to sign the damage – she also took photos.
We returned the car with a full tank as requested and only the damage that was already on the car.
We gave a 850euro deposit when we collected the car.
On landing back into the uk we received an email to say we had been charged for damage, fuel, etc etc of 261euro which had been taken off our credit card. None of this was chargable! its a scam!
We have also not received our deposit of 850euro.
AVOID THIS COMPANY – DO NOT USE!!
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Miss sold local insurance, glossed over as the fully comp we had bought from the broker
Lied to at the counter after an hour wait
Avoid! Avoid! Avoid!
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Firefly Malaga Airport, is indirectly scamming their customers. I advise not EVER using this company, in case you can avoid it.
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An unacceptably long (2hour+) initial wait at the Terminal 2 counter – (Don't forget to get a ticket from the machine adjacent to the desk, this has a number which is your 'turn' in the queue and shows up on a screen above the counter/desk) – Surely manning the existing five desk terminals at busy times instead of just three would help ease the congestion of around 20-30 people waiting when I was there…?
Apart from the initial queue I had no problems at all (I did take out the excess protection Super Cover which brought my three day hire to around 拢100).
The Car – Citroen C3 was new and was big enough for 3 adults and 1 child, large hold case and 3 hand luggage size cases.
Return was painless, waited around 10 minutes –
If you choose the full/full fuel policy you must produce your receipt from the garage where you filled the car up on return, failing to do this will incur a charge..There is a sign posted Garage on the return approach to terminal 2.
As I had full cover the car wasn't even checked over on return.
My deposit has been paid back into my bank account and I only paid what was quoted.
On the whole not a bad experience, however having to wait over 2 hours (One guy I spoke to had waited 3 hours !) for a pre-booked car is unacceptable.. I don't think this was a one off either as when I returned my car there were people complaining about also having a 2hr + wait…
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1- service fee
2- an additional service fee because i arrived after midnight (even though that was in my booking)
3- pay for the whole gas tank
4- 21% VAT on the above
Seriously?!
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What a terrible company – I will never use them or Hertz again.
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I rented through the broker Holiday Autos and I took out extra insurance during the booking for Damage Refund Insurance. When arriving at the airport to collect my vehicle, I had to wait in a queue that was 2 hours long. When finally arriving at the desk there were two members of staff, one that was training and one what that seemed as if he had been there for some time.
The man tried to hard sell me their own insurance even though I had insurance of my own. He told me that I would not be covered for breakdown cover which I was under my other policy. I told him that I did not want to have any extra cover.
When presented with the contract, he got me to initial and sign about my insurance and (as I had never booked third party insurance before) had told him I didn't want their extra cover, I believed that what I was initialling was the acceptance of the cover that I had already taken. This turned out to be extra insurance that they had sneakily added to the contract and made me believe otherwise. A complete hustle of which I am very angry.
This has happened to other people as well but unfortunately I didn't read the reviews until after the fact. This is the reason they are still getting business. Make sure to tell your friends NEVER to book through Firefly. It appears my 拢90 extra insurance that I didn't want was a minor problem when you consider the problems of everyone else in these reviews.
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Refused to give me a car at 23:45 without any explaination.
Worst rent a car company ever. Dissapointed completely.
DO NOT RENT WITH FIREFLY OR HERTZ
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I arrive home and find firefly have changed me 拢164.05 for top up insurance. I challenged though the broker Rentalcars.com and they state I signed the agreement there is nothing that can be done. Firefly are nothing but con artists who prey on people who are desperate to get out of the airport. Im sure it is a ploy to keep you waiting as long as possible to increase the pressure.
DO NOT USE THEM THEY WILL TRY EVERYTHING TO EXTRACT MONEY FROM YOU without your knowledge like charging for insurance without bringing it to your attention. I hope the advisor enjoys her commission. I regularly hire cars abroad but will never use firefly again.
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Malisimo, no pudimos recoger el coche por falta de administraci贸n. Al querer poner una queja en el libro de reclamaciones los empleados desagradables no nos dejaron pasar a la oficina. Por supuesto los 350.- EUR pagados adelantado est谩n perdidos…
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and i was asked for another 50 euros which was to cover roadside assistance which i already had and unlimited mileage which I did not need,
this sum was on my september credit card bill, on my october credit card was another charge for 拢68 I asked holiday autos what this charge was for and they contacted firefly and i was told it was for insurance, as I had taken out insurance with AXA I had no need for this and had not asked for it. this company firefly are not to be trusted, I have paid almost 拢100
above the intial rental cost, not including my AXA insurance, do not rent from this company as they are scammers, I must add that holiday autos
were not to blame and tried to help me as best they could.
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I have been in communication with both parties for weeks- both unhelpful, with VR (Maja) asking for copies of documents and credit card statements despite having my details and the agreement number. Will never use again. I have now written to VR and Firefly/ Hertz yet again today.
In addition to this we had an absolutely hideous experience at Valencia airport upon arrival;- we were kept waiting in the extremely hot car park rather than the air conditioned unit for over an hour and a half (with children). We were spoken to by one associate in a very aggressive manner when going into the unit to check where we were in the queue- the associates were not updating the numbering system- causing much irritation to those waiting- many also with children in the heat, without seating or water.