Firefly
Customer reviews for Firefly
its actually so bad bro like get a job or something
— tommy taylor • July 15, 2026unexpected extra charges on pick up
— JK • May 16, 2025unexpected extra charges on pick up
— JK • May 16, 2025Whilst it was a new car, collecting car in a dark car park did not show scratches on passenger door. Company did not accept photo taken at arrival at destination 1 hour later in daylight. Charged for damage I did not cause.
— Jinx31 • August 8, 2024Quick easy and good to use
— Kerry Butler • April 13, 2024Via Easyjet CarTrawler, we had taken an insurance. This isn't checked at the Firefly desk and without explanation, they add an insurance to the rental agreement and let you sign quickly not mentioning that we are signing for extra insurance. They do not take the money from your account when still in the country. They take it 3 days later ....
— AngryClient • February 29, 2024On arrival though I had taken out full to full fuel hire but hadn’t so they changed me 186 euros extra to refill car on return nearly twice the cost of the car hire
— Chrisrix • October 22, 2023All went smoothly, nice car, no problems.
— Nut • October 17, 2023Efficient, quality car and bo hidden cost.
— Mark • October 20, 2022Professional and friendly
— Joel • October 17, 2022The car hire itself was OK. Really nice car (quite a bit of damage though….scratches and dents). My car hire did not include additional insurance as I had bought an excess policy before I left the UK. I also had fuel policy of full to empty so paid for a full tank of fuel. What I’m more frustrated about is that the car hire company charged me a ‘service charge’ of €45 in addition to the tank of fuel. When I asked what is was for they advised that it was an additional charge to fill the tank with fuel when I returned it (they needed to do this anyway so why did I have to pay €45 for them to do it. I could have done it for free !!!!). They said that if I took their full insurance (€217), they would waive the service charge. Of course I didn’t take the full insurance as I already had bought excess waiver insurance. So, on top of the car hire cost, the tank of fuel, the excess insurance and the service charge, it turned out to be a very expensive car hire. I complained when I returned the car at the end of the rental but it fell on deaf ears.
— Mr H • October 16, 2022We have always had problems when picking up hire cars especially GoldCar who's sales staff where always rude and pushy trying to sell us extras Firefly where much different and although offered the options where friendly and polite. When I told them we had cover for excess they were happy to let us take the car without trouble. We will use them again and recommend them to others
— PreB • September 20, 2022Excellent staff no problems
— Chris P • September 16, 2022Car was smaller than the one I saw & booked on line, but they say “ or similar”, so be aware may not be what you expected. Long wait at the airport to get served, about 45 mins! Queue of 4 people in front of me and only 1 person serving at some points, which seems rather an oversight as they must know when people are due to collect cars. The counter staff were very pleasant, but automatically tried to charge me for the extra insurance cover, and I had to say I didn’t want it as I’d taken out excess insurance cover. Then tried to sell me cover fir punctures etc! But guess they are salespeople! They said no damage on the car, but there were minor scapes and dinks, so be sure to take photos before you drive away. But despite that the car was good and return was easy.
— Fulizard • September 15, 2022Was easy to use. I had to pay a penalty for my age but at least I can hire a car with them until I am 90! Easy to deliver back. No pressure to buy expensive insurance as I had my own 12 day cover at a tenth of the cost!
— Fred • August 24, 2022Awful customer service. Tried calling contact number three times to advise that I would be three hours late picking up the car. No answer from any of the calls. On arrival my small car had been reallocated and I could only have a mid size car at extra cost. The reason is that I did not contact them advising that I would be late, difficult to do when they do not answer the phone. The representative threatened to charge me even more for an even bigger car because I mentioned they did not answer the phone. Horrible experience and will not use again, and will be advising my many travelling friends to avoid.
— UK retirement traveller • June 28, 2022The car was Ok but overpriced. Also no one to hand over the the car or receive it back to name sure all is ok. Also it is now owned abs run by Hertz they asked to take loads of codes and is abs copies of utility bills etc. Yet when arriving at desk they were not interested
— PGE • May 9, 2022I have hired from Firefly before in the past and been quite happy with their service. This time however after the first week there was an unexpected alarm on the dashboard. It said sudden loss of pressure in the passenger side tyre, I stopped as soon as was possible to find a low tyre but not flat. There was no obvious screw or nail causing a slow leak. By the time I got the car to a petrol station though it now became apparent that the tyre had been "fixed" either by the hirers or some unscrupulous prior hirer. This could have resulted in a crash causing my injury. I was not impressed. When I told Firefly they had the gall to suggest that it might have been myself who plugged the tyre. I am in the process of complaining.
— Spike • January 18, 2022Absolute crooks. Charged me £120 for an insurance they told me nothing about. They get you to sign lots of places on the paperwork and sneakily add a mark to get you to sign up for the extra insurance. You can’t contact them directly and I am totally unable to get my money back. Feel like I’ve been robbed.
— Eve • November 11, 2021Checking in the company were quite abrupt in sales techniques and trying to make us take their excess insurance and cancel my own They also tried to make us have a larger car We missed the last garage on return( our fault) so we were charged more for the fuel plus 29euros on top Waiting to see if any other charges happen on the credit card
— Df • October 27, 2021
It took over an hour to collect our car with only 6 people in the queue and 4 service desks available! This is the 2nd time we’ve used firefly (once in Italy) and have vowed never to use them again.
— Grace • August 31, 2021Awful experience. Avoid using at all cost. Worst customer service, most unhelpful staff. Bad communication, turned up 5 minutes late to collect due to public transport and was told I could not pick up the car. Ended up costing me £400 extra with a different company
— Unhappy customer • August 29, 2021Booked via DoYouSpain. Pickup time 18:00 to be in line with flight home. I was at the office at 17:55 to find the office closed. Phoned every phone number we could find but no answer. DoYoSpain not helpful neither. We booked another car with another company. 2 days on and after a lot of phone calls still no answer. Massively out of pocket. Paid twice for one car. Frustrated and stressed. Nothing experienced anything like this. We have have a home in Spain since 2003.
— 007 • July 2, 2021They are scammers. I clearly told I did not need any extra insurance. The guy explained the amount stated was a reservation for fuel but if I return the car with a full tank it will not be charged. This is always the case with full to full fuel option which I always take,. Back home they took the money from my credit card. They just waited for me to be out of the country. There is no phone number you can call but everything goes by mail. They told me I had taken a premium road assistance insurance and I had to pay airport taxes.. SCAMMERS!!!!! DO NEVER BOOK A CAR AT FIREFLY OR HERTZ (same company)
— Jan • October 28, 2020ALICANTE AIRPORT 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 £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
— Rose • September 23, 2020FIREFLY are Professional fraudsters who charged £339 excess - without authorisation - on my prepaid card details! Tricked us by covering with hand and scribbling nonsense all over the document to distract and confuse us! I have a separate annual excess policy So never need this! THIEVES!
— PhilRIPPEDOFFBYFIREFLY • August 26, 2020Disgraceful. Do nor care about customers and are just too willing to flash you the small print to keep your money instead of attending your needs. Too willing to say next in line please and trash you as a customer.. RUN FFOM THEM!!!
— Edward • August 8, 2020I hired a car from Firefly at Alicante Airport in February 2020. I paid an on-line deposit with the balance payed at the counter. A week after my return payment was withdrawn and I discovered I had been charged for both CWD and TP excess cover even though I told them I had my own excess cover policy. I was also charged for reversing cameras on the car even though this was standard with the model yet not asked for. These payments sent my charges up from 58 euro to 147euro. Needless to say Firefox are not answering my calls.
— JFK • March 25, 2020We hired a car via RYNAR and payed there car insurance. FireFly FORCED us to pay EXTRA car insurance for 257€ for 10 days Fiat500 (on top of RYNAIR full insurance).. We didn't want to pay 2nd time, BUT FireFly assured (!) us that money will be back to us (he lied) if all will be OK with car in time of return. It is second time we have bad experience with this car rental company (our friends had similar situation with them). NEVER-EVER again we will rent a car from FireFly company in future.
— whopper • March 16, 2020Hired a car which was damaged all over. We raised this with the staff as much was not recorded on the paperwork. I took video of all the damage around the car before driving it. They took £166 from my credit card for damage we did not cause and have video evidence to show it was already there. They did not respond to my e-mails. Will never use this company again.
— James • March 13, 2020A very good experience. No queues at the airport which may have been by luck but was still good. Lovely lady who served us - we got a reasonably cheap upgrade to a decent automatic car - and the cost for 4 days was very reasonable
— Mark • March 6, 2020DO NOT use Firefly Car Rental in Malaga Airport I rented a car with Firelfy for a week in Malaga airport. At the time of the picking up the car at the airport, the Firefly employee at the desk was preparing all the documentation. I did not ask for any extra insurance or something because I already took super coverage with my car rental agent. However at once I noticed there was strange amount added on the documentation which I inquired at once what this amount is. The sales person told me not to worry that it is just a deposit that will be held on my credit card and then after released upon returning the car if no any damages. I believed what he said and gave him my credit card to take the “deposit” amount he mentioned. After he gave me the keys and all was set. We got a nice car and we had a great holiday and no damages or something upon returning the car, so it felt all was going ok. However, few days later after my holiday, I noticed that they have taken 180 EUR from my bank account without informing me or sending an invoice. For rental for a week in Malaga I paid 106 EUR including super coverage, the deposit was 336 EUR which should be given back if no damages. We did not have any damages. So I was supper surprised what was this amount. So I contacted the Firefly customer services several times by calling and email and when I got response they told me they it is the extra insurance I have taken, BUT I DID NOT TAKE EXTRA INSURANCE because I already had insurance. They said it shows on the agreement and there is nothing can be done. So the FireFly agent at the Malaga airport has completely lied to me and stolen my money. He misinformed me and did not inform me about extra insurance, he just simply have added it to my rental agreement. Outrageous! Tieves!! I was trying to get my money back with them but impossible. I even contacted ECRCS (European Car Rental Conciliation Service) to complain about the Firefly. I wish all their conversations would been recorded because then we could prove how their steal our money and as I said I am not the first person ( please read all the Trustpilot and google reviews about this horrible car rental which is strangely owned by Hertz which doesn’t give me any trust anymore for this car rental company either. I did not get my money back but at least I can inform you and bring awareness about this horrible car rental who steals money. PLEASE STAY AWAY from them!
— Dac • March 4, 2020This company is just trying to steal people. I've pre-booked it online, paid online the fees and when I arrived at the AirPort, they asked to pay 100€ more for no reasons, made me sign papers and I discovered 2 hours later that they indeed charged me 385€! when contacting them, they say I agreed to the insurance which I clearly didn't as I have one with my work. this is just stealing people without even their agreement!
— jjlopez • March 3, 2020Firefly (Via Rentalcars.com) have routinely been an excellent company to hire from at reasonable rates.
— Bob • February 17, 2020Added glass insurance without my consent to the insurance and despite declining to accept it and told it was removed, still charged on my return
— John • January 27, 2020I had a very positive experience with Firefly. I see there are a lot of negative reviews out there from people that hate to read "Terms and conditions". I rented via doyouspain website, and initially the first Car rental company (OleCar) turned out to be a total SCAM. The 3rd party helped me change to Firefly at no extra cost and for 12 days at 300 Euro + 75 Euro insurance. For the price I got 2018 Ford Focus 1.0 Eco Boost 125 HP touring model with some minor damages on the exterior. In the contract it was said that I will have to provide credit card and have 860 Euro blocked on the card just in case. At the car rental desk they also explained to me the terms and conditions and offered the additional Insurance from their side which was 200 Euro, I rejected their offer as I already had insurance, they explained that if something happens to the car I will have to cover the expenses and then my other insurance will cover. I expected the car before I took it, marked all the imperfections, returned it in the same condition after driving 2000 km in Spain. Full - Full tank. Got my Credit Card deposit of 860 Euro refunded in less than 5 business days. If you expect car rental company to just give you a whole car without additional insurance and deposit... hmm will you give your Car to a stranger & a foreigner?
— Pav_Parushev • January 24, 2020Warning for CarJet and Firefly. They have put in systems to deceive the customer. I booked and paid in advance incl. CarJet extra insurance. When I picked up the car at Firefly they demanded 95 Euro for because I did not have a credit card, only a debit card. True, CarJet writes this in fine print, but most people do not see it. Probably CarJet and Firefly do this together and share the profits. I demanded the money back but did not get it, a week's car rental in smoke. I recommend AutoEurope or Rental Cars instead, none of which behave badly. Booked car today via Rental Cars / Hertz and last week with AutoEurope / Europcar, no problem just using debit cards.
— Östrahult • January 18, 2020Everything seemed to be perfect apart from the wait, nothing was mentioned about insurance which was a surprise but they did say that if I did not return the car full of fuel then I would be charged €150 which they wrote under the charges and highlighted. On returning home I found they had charged me an additional €294. On querying this they said that I had signed the agreement to accept this charge and that everyone should read through the agreement thoroughly. I waited 1 3/4 hours in the queue to pick up the car, can you imagine how long that would be if everyone read all the small print. I feel that it was very underhand to let me think I was signing to bring the car back full and not to mention any additional insurance.
— Ella195 • December 30, 2019Fraudsters. Had my own CDW policy in place. For the first time found a company that did not try to sell their own policy. Was impressed. Unfortunately when the credit card bill arrived they had charged me £240 for CDW. Despite never asking if I wanted it. Been fighting it for four months. But only option now is court. So I will have to pay. Sounds like it's a regular practice for this company. STAY AWAY FROM FIREFLY.
— Disgruntled • December 16, 2019- — Verified reviewer • December 16, 2019
Con merchants! Add on insurance you do not need! You are then unable to contact them when you get home and they pocket the extra money they have charged you. DO NOT USE
— Tracey • November 26, 2019Booked fire fly and used Hertz. No problem with booking. Good car etc but had a £7 charge because brought car back 50 min before time. Trying to find out why. So beware
— Kevin • November 25, 2019Terrible bad. Disgusting bunch of robbing thieves who steal money from your credit card saying it’s a bond and then they keep it. They lie about damage and bringing the car back NOT FILLED UP. I filled the car up and gave them my receipt. Then they lie. I cannot contact them. They do not answer their phone or respond through online contact forms they ignore you spanish staff are rude and aggressive Dirty damaged cars
— F1 • November 15, 2019The staff are rude. The company should be put into prison. They stole money from my credit card and have not repaid it They never answer their phone. They ignore emails the cars are bad and some dangerous dirty and smell. This company are worse then worse. They are thieves and liars
— Maddy • November 15, 2019Cheap criminals who gave me a broken vehicle then exchanged it for a smelly smokers car then stole £252 from my debit card. They never answer their customer service telephone. Todate I’ve called them 5/6/7/8 times daily and 72 times in total. Sending them 32 emails through their online Contact us Form. They’ve ignored everything HERTZ created this cheap thieving company. HERTZ should now take responsibility. Kathryn Marinello is the CEO she has receipt of my complaint THIS COMPANY SHOULD BE GIT RID OF. THEY ARE THIEVES
— Elaine De Christie • November 15, 2019Cheap, friendly, efficient, everything I needed
— Mark • November 11, 2019Tried to charge me extra at the airport after telling me the car I'd booked wasn't available, by the time they'd added the taxes and other extras when the car was returned the original price more than doubled, would never use again!
— Mr Lee • November 4, 2019Easy pick up in girona airport. Didnt try any hard sell for upgrades unlike American rental companies. Drop off easy but you just put the keys in a lock box so no one signs off your contract. I took a picture of the car in the drop off bay to prove it was there.
— Smarty • November 1, 2019Ok, need to not rush through the paperwork for us oldies so that we can digest what’s being said !!!!!!!
— Me • October 27, 2019long wait to collect car, tried to sell me extra damage excess policy which I didnt need because I already had cover,
— jackdog • October 26, 2019Girl who checked car out was excellent. Very helpful and chatty too. Very simple process compared to experiences with other hire car companies in other countries.
— FawsideMike • October 26, 2019Easy as pie!
— Roo • October 25, 2019Dishonest, corrupt and to be completely avoided, beware and take account of all the warnings they are true
— Moyode • October 19, 2019Very Friendly, great economical car with Sat Nav. Good value for money. A little difficult to find the returns area as it was separate from other rental returns, but they did give us directions. Highly Recommended
— Phil • October 18, 2019Very slow at pick up but everything else fine
— Betty • October 17, 2019On the 2nd of August £187.35 was taken out of my account by "TRANSPORT*CARHIRE" (CAR TRAWLER) when I made the booking (as expected), then on the 20th of August "FIREFLY CAR RENTAL" then took out £218.58. Car Trawler charged me for the car hire and then Firefly who supplied the car also charged me for the hire. A complete SCAM, steer clear of both these companies because they have no customer services either, to deal with the issue,
— Nelly • October 13, 2019On the 2nd of August £187.35 was taken out of my account by "TRANSPORT*CARHIRE" (CAR TRAWLER) when I made the booking (as expected), then on the 20th of August "FIREFLY CAR RENTAL" then took out £218.58. Car Trawler charged me for the car hire and then Firefly who supplied the car also charged me for the hire. A complete SCAM, steer clear of both these companies because they have no customer services either, to deal with the issue,
— Nelly • October 13, 2019Just love Firefly. With some companies they just don't give up on trying to sell their own expensive insurance. I was simply asked whether I had my own and when I said yes, that was that. Great car too - it had a bit of damage but I don't mind that. Will definitely use them again.
— Car hire Reus • October 9, 2019Great allround
— Andy N • October 8, 2019Terrible service, prices and dirty car.
— Ripped off • October 1, 2019
Long wait to pick the car up, helpful staff, no hard sell on the extras also hired a car seat which was ready waiting for us, overall apart from the long wait everything went well and I would use them again
— TRS • October 1, 2019I always use firefly as they appear to be the most honest.
— Dunc • October 1, 2019Good up-front service, but care needed on return of vehicle, especially so out of hours when no one available to inspect the returned vehicle
— Happy Traveller • September 29, 2019Cheap initial cost, over priced fuel on pick up, but main complaint is that it took almost 2 hours to collect the car. Not enough staff & too much time spent trying to sell insurance that wasn't wanted
— Mad hamster • September 29, 2019After reading all the bad reviews. I was really scared hiring here. However it took less than 10 minutes to get the car, we got upgraded from a Corsa to a Seat Leon which was great. I didn’t like the amount they take for deposit, but I got this back within a couple of days. I was really nervous about the experience and didn’t need to be. It was a good experience.
— Si • September 25, 2019Very efficient
— Steve • September 22, 2019Quick and easy transaction Good price.
— Jbey • September 18, 2019Terrible! Car parked in a dark garage a long way from the counter. When we finally found the car it was much smaller then the car we actually paid for. Due to a late flight we didnt have the time to go all the way back to exchange it. No damages was noted on the documents BUT it was almost impossible to inspect it due to the darkness in the garage. Upon return they found a bump in the car that we did’nt notice BUT the funny thing was that you could tell it eas an old one then it has been improved with paint. The return told us that it would’nt be any problem for us. This week I received a claim from Hertz Ireland on 259 €. Called them immefiately but they couldn’t do anything of corse. Hertz and all its subsidiaries in Spain are fraud - please do not rent a car from them ever!!
— Martin • September 17, 2019Perfect company to use.
— Poppsie • September 16, 2019Very poor customer service, lots of extra charges when you arrive and damaged vehicles which they expect you to scour in the dark underground car park. I saw lots of others at the desk charged for damage they contested. My advice is to avoid this company
— Sam • September 15, 2019Cheap and no hassle
— Stevie • September 11, 2019Ok experience, good price. Car was a bit of a heap with dents all over and an electric window not working. Nervous that it would break down during the holiday!
— FM • September 5, 2019unduly charged 3 insurance policies. horrible customer service
— Mik • August 21, 2019I cannot fault them. The service was quick, and the staff were very friendly. I had pre-purchased an excess policy so didn't need their extra insurance and they did not hassle or try to sell me any extra insurance. They pointed out the excess I would need to pay and they advised me to check over the vehicle carefully and to let them know if there were any additional marks (they had already pointed out some scratches and marked them on the hire form). I found a small scratch and they didn't hesitate to add it to my hire form. They didn't check the car with me when I returned the keys, so I took photos just in case. I didn't need to - I've been home 3 weeks now and have received a final invoice with no extra charges. I've read other people's dissatisfaction but based on my experience I wouldn't hesitate to use Firefly again.
— Sally • August 16, 2019Straightforward service and a great car.
— Mama Susie • August 13, 2019Excellent service when collecting and returning the car. The person who served me was very friendly and polite, knowledgeable and helped me understand the best use of the petrol rule.
— Bec • August 11, 2019The Firefly rental ‘hut’ employee was rude and aggressive. Totally shocking behaviour that prompted the French man behind my family to apologise on behalf of all other French people for this individual’s behaviour. My 7 year old was in tears, my 3 year old was confused. Utterly unacceptable treatment. Lots of negative reviews about Firefly online. We were allocated Firefly through Holiday Autos so maybe avoid them too.
— DO NOT USE FIREFLY • August 9, 2019Excellent service from friendly and professional staff. The car was in immaculate condition , the pre and post hire inspections were thorough and straightforward and everything was emailed to me immediately
— Harassed granny • July 18, 2019Rubbish. Understaffed so had to wait an hour, and while I was supposed to get a Fiesta I actually got a really underpowered Opel which was covered in dents and scratches. Their solution? Take photos and show us on your return. Not reassuring.
— Captain Pugwash • July 8, 2019We were informed upon pick up that the car we had booked was not available however they would give us and upgrade for free. We asked and re-asked and each time the rep at the desk confirmed that yes it's on the house free of charge. Lo and behold they slap us with an upgrade charge a week after we're back from our holiday. Slapped us also with extra insurance we didn't need and had already purchased via rentalcars.com. it's been a month since we've been back and they sent us the rental agreement which we signed however this time showing the charges which I know for sure weren't there when we signed. So unless you're willing to give your money away just stay away from this company or at least be aware of what they make you sign
— Daniela Pellegrini • July 3, 2019
Very slow service, all they were interested in was selling add ons which you just don't need
— Golfer Dave • June 22, 2019Upon return of the car, the female assistant found a scratch on the bumper about 5 millimeters long. She scratched her finger nail around it in the hope of finding a bigger scratch, she blew on it, cleaned it with a rag - it was utterly ridiculous. She measured it and conceded that it was only a few millimeters (how she found it in the first place is beyond me). I said she was desperate to find something & she started raising her voice to me. I took a photo of the scratch and is half the length of my finger nail. It was a good rental, but BEWARE they will try and get you on the smallest of smallest things upon return. My guess is they are on commission to find fault with returned vehicles
— lu • June 18, 2019Easy to use website and very competitive.
— Steve • June 9, 2019They weren’t upfront with some of the things they required in order to hire the vehicle when I arrived and tried to use not having enough on your credit card to try and sell their own policy to reduce your excess in order so they could sell it and get their commission despite having my own policy where my excess was covered. When I returned the vehicle they tried to say I had damaged it despite it being declared as pre existing damage on the vehicle I can only assume in the hope I wouldn’t challenge it and could claim against me. When I challenged they asked for a copy of the pre existing damage form despite having kept a copy of it themselves again I can only assume in the hope that I would disposed of the form and wouldn’t be able to challenge it. They quickly let it go. I haven’t one positive thing to say about them and wouldn’t use them again.
— Will G • June 4, 2019Booked through a third party (Easycarrentals) payed a £13 deposit to them.They said that 110 euros was owing for the rest of the rental on arrival at Alicante airport.When I arrived at the Firefly desk they said that 369 euro payment was required to pick up the car.Quoting service charges,upgrades ,extra insurance.After 25 mins haggling got it down to 269 euros.Avoid this Car hire rental company like the plague.
— Reeny • May 29, 2019Ok
— Geo • May 20, 2019Awful before I arrived; had an enquiry so called the number on their website to be told it was for the parent company Hertz and they couldn’t help! But the girl on the phone took initiative and called me back which I appreciated. The guy at the desk on arrival was really lovely and helpful. Car all fine.
— Eam99 • May 12, 2019Lairs Thieves. They have charged me with additional costs without any reason Instead of 200 euro I have Paid 550 euro
— Szybiszj • May 8, 2019The car was fine and I have no complaints on that. Upon returning the car I had it checked by a Firefly representative who confirmed orally that everything was ok and that the tank was full as agreed in the contract. Afterwards Firefly still charged me for not having filled up the tank. Unfortunately I did not keep the receipt for filling up the tank and cannot prove anything, but I am surprised to see that you cannot trust the words of Firefly's staff.
— Freddy • April 21, 2019Worst experience in my life. Car taking took more than hour, got nearly 400 euro extra charges for no reason, child seat we got was too small....anything positive?....nothing. After sales service after claims to refund just send formal answear that I have signed and sent scanned copy of contract. Be carefull! By the way- answear is give by Hertz, so seems like either it is firefly or Hertz, just avoid it.
— Tomas Jatuzys • April 19, 2019quick and easy pick up and return
— phil • March 21, 2019They were helpful but tried to get me to purchase their cover. Not too happy with the policy cover from yourselves. Still, I would use them again as they do check the vehicle when you ask, before and after the rental.
— Jimbo • March 18, 2019Excellent service. picked car up with no hassle at all, when we dropped it off there was an agent waiting to check the car over, signed the paperwork, and one day later the hold on our credit card was lifted. would use again
— sticky • September 18, 2018Absolutely awful service. Never seen worse attitude in my life. Information, when booking the car was misleading. When booking the car, I was advised that there will be no extra charge, since additional cover was taken, but in the office they charged my credit card £900 deposit!! Staff so rude and mean!!! When I asked to explain why I should get additional cover, since I have one already, the response was that they don't know and that the cover is not theirs (how do I suppose to know that???). The assistant only suggested that there must be a reason, why the cover from other insurer is so cheap. At the car park, when we came to pick up the car, despite the fact that we came to pick it up an hour later than agreed in the contract, we were told that the car is not ready. The lady at the desk was so rude, she did not even apologise (she made an impression, that it's us, who owe them something and its actually our fault, that the car is late). Never seen worse attitude in my life! After additional 40 mins of waiting time, when we tried to complain, the assistant threatened us that if we are not happy, she will tear our contract and we can go to other providers!!! Furthermore, she just pretended that she does not speak English and ignored my husband (her English with me was absolutely fine). The car arrived 40 mins later, all scratched. Again, my husband made a remark, that not all faults are indicated on the contract. We got the response, that it marks the whole part of the vehicle. (Make sure you check it properly before renting the car). On returning the car, we were 10 mins late (because there are no clear indications where to return the car). The other assistant almost made a fuss that we are 10 mins late. When we said that we waited for the car for 1.5 hours, he relaxed a bit. I checked my credit card, apparently I was charged additional £42.18 for don't know what (despite the fact all was fine on returning the car)? Emailed the provider, waiting for the response. I would never ever recommend this car provider to anyone. Never came across worse service. And I thought, people renting the cars and dealing with customer service, need to have at least some sort of manners
— vavavu • September 13, 2018In the small print it appears the rental was full to empty. I would never usually rent this way and it was not clear. Firefly charged me a service charge of €40 at the start of the rental for undertaking the refill at the end. Rip off
— Sneaky unfair charges • September 6, 2018£300 charge. Can't get a response to find out what it is for. Sent numerous emails over a 2 week period. Not sure what to do next. Stay clear.
— Bob • September 1, 2018Firefly is a total rip-off. I booked their car online and also a full insurance. At the airport a quit unfriendly employee told me the insurance was invalid and that I could buy a real isurance with Firefly for 164€ extra. I refused because I allready paid for a full insurance online. 'Totally unvalid', the guy shouted at me. 'You will be charged 1000€ for every scratch that is bigger than 1 cm!'. I didn't get their insurance, why would I as I allready paid one. When I brought the car back a (just as unfriendly) employee found a scratch ùnder the side door mirror. I asked her what that scratch would cost. 55€, she said. I didn't complain, agreed, but found later on my invoice that they charged the 55€ twice! Firefly is no car rental company, it's a insurance scam, they rip off people massivly. While I was waiting at their desk, twoo other people had exactly the same problems with them. And they were yelled at by the employees. Firefly are gangsters, it's that simple. Don't book them!
— Antonio Banderash • August 12, 2018We had a very bad experience in Malaga. They just added top dollar insurance without discussion. When I queried the amount (twice and in both English and Spanish) they told me it was a returnable deposit. Repeatedly said that the amount would be returned to me if I returned the car intact and with a fill tank. It wasn't, of course. I should just have walked away, but I was tired and keen to get the holiday started. This is how they get away with it of course. The formal complaints process was useless. We will go back to using the very reliable local firms we have used before
— Neveragain • August 4, 2018Excellent, really helpful, able collect and drop off with no problems.
— Sedge • June 14, 2018Incorrect pick up instructions. Rude staff. Car was very old with lots of damage, not recorded on form.
— Mrg123 • June 11, 2018
Flight delayed by 3 hours with flight number supplied to Firefly in advance. Upon arrival at the hire desk I was told that the car I had prepaid 70 euros for wasn't available and that I would have to be upgraded....at my cost !!! Given it was 11.45pm and they were shortly closing and that I had 2 young children with me, I felt I had little option given my accommodation was 160 km away. The additional cost for 7 days was 85 euros !! I had also booked a diesel car but they claimed they didn't have any and so gave me an unleaded car much larger than my original option. First time I have used Firefly and won't be using them again.
— Daz2310 • June 6, 2018Not at all helpful on collection
— Gordon • May 22, 20181.Model of car perfectly acceptable (considering the usual couple of small scratches already on it). 2. They refused point blank to accept any cover whatsoever from "Reduced Excess", would not even look at the paperwork. 3. Initial signposting directing to Firefly Return office inside the airport carpark was missing which led to a few additional circuits, delaying our eventual handover. 4. Reception handover was prickly and distinctly unhelpful, Return was equally cold
— Prince • May 21, 2018I was given a dirty car that had been in a serious accident, I asked for an alternative, there was no option. Beware returning the car, a week after I arrived home I was charge for additional days, there is no way of getting the money back. A terrible experience and now I look online I see I am not the first to have had a similar experience, this is a Hertz company so I would avoid Hertz. I hire cars most weeks when I travel and this is my worst experience. They are cheap but not worth the saving.
— mark-reverb • May 17, 2018Very happy
— Casper • April 9, 2018Car had bald tyres. Never use this company
— Kevin • February 21, 2018I would never recommend as each requirement is different. What suits some is not required for others.
— Watshot • February 16, 20181. A Nissan Note is not the same size as a Ford Focus or Kia C'EED. 2. Had to take numerous photos as the paintwork and trim was damaged/marked in numerous places. 3. Within first 3 miles had to stop to buy a strong airfreshner to mask to strong smell of sick/vomit. Not impressed.
— Doyley • January 3, 2018The hire car company was very efficient and helpful. The additional insurance cover arrangements worked very well and proved more cost effective
— Doug • November 29, 2017Excellent car and customer service. First class
— Rab • November 13, 2017They offered me a beaten up thing with dents on every sideo and no luggage cover. Swapped it for something a bit better but no washer fluid. Took ages to get it sorted
— Chriscross • October 29, 2017When I hired the car, the voucher I received did not include many additional options. The car came with very limited mileage (60 KM per day).
— cifer • October 29, 2017They offered me a beaten up thing with dents on every side and no luggage cover. Swapped it for something a bit better but no washer fluid. Took ages to get it sorted
— Chriscross • October 29, 2017Firefly added an unauthorised £212 to credit card for cdw insurance. Not mentioned or discussed at desk. I already had cdw insurance bought in UK for £25! So, of course, if I was made aware at the desk I would not have authorised. Do NOT use firefly. If you're still not convinced look at the reviews on Trustpilot and Reviewcentre.
— Robert harpenden • October 13, 2017Great service , no problems at all ...
— Bessie • October 4, 2017Efficient clear and helpful
— Nikkij • September 26, 2017The car hire company were rubbish. We had to wait almost 2 hours to pick up our car. Reduce my excess was easy to use. We haven't made a claim so can't comment on how they are when actually making a claim.
— Suzziq • September 22, 2017Excellent service, got off the plane collected luggage, waited about two mins to be seen and whole process took about 5 mins. Staff all very friendly.
— Ade • September 3, 2017we picked up a very nice car in the dark. although we are experienced in car hire, the flight was late and we were tired and not too sure how to get to our hotel on antibes, so we ended up taking a full to empty petrol tank. first mistake! we were told as it was dark we should take photos tomorrow if we saw any damage on the car. we used the car for 7 days. shopping for food each day, putting the food PLUS all our bags, cameras etc; in the boot. so we opened the boot at least 8/10 times a day. returning the car we had to wait quite a while in the queue. the customer assistant who dealt with us came out to check the car, going STRAIGHT to the boot and said " you have damaged the car" marks, not scratches nor bumps, that we had never seen before! we could not believe it! we could not prove we had not made these marks, we had never seen the marks before!, had we seen them we would have taken a picture. then to add insult to injury the assistant was taking so long to bill us, for THE DAMAGE i questioned "why are you taking so long?" to this he said,"i was not sure what to charge (between two rates) but as you are complaining i shall charge the higher rate" i wrote many times to firefly, having spent a very long time actually finding the correct address to get in touch with them. there was no happy ending. luckily for me i had insured us with 'reduce my excess' who paid me back €200+ with NO fuss what so ever. thank you
— marah • August 24, 2017Had to wait over an hour in a queue before I was attended too despite having pre-booked. Very poor and slow service to complete the administration and this was after 10.00pm so I was anxious to collect car and be on my way. On return home I was charged a further 9 euros to my credit card. I do not know what it was for and because it was so small I did not bother querying it. But if every car hirer is charged the same it will soon increase their profits. I understood I had paid in advance the full hire cost and should not have had this charge. I was glad however I had paid my excess cover through Reduce My Excess. co.uk as it was very competitive and easy to do. Will avoid Firefly in the future
— Dino • August 23, 2017
Good car rental price,quick check-in process, friendly staff, choice of two cars, no hard sell: overall a smooth and pleasant experience.
— Giuseppe • August 23, 2017Was not too impressed with the hire car company or the state of the vehicle.
— Welly • August 20, 2017Very friendly service, and looked after us, especially after the rumours that the companies are scamming renters with fraudulent insurance claims. This definitely wasn't the case here.
— Daniel • August 19, 2017- — Verified reviewer • August 19, 2017
Would not recommend firefly, they tried to blame us for marks that were already on the car. If you do rent make sure you check the car too to bottom and take pictures of the smallest marks as evidence that they were there when you picked the car up and send them directly to company and keep a record on your phone!!
— Hughesy • August 14, 2017I was forced to buy the companies insurance, due to terms and conditions, so this purchase was worthless.
— Sam • August 13, 2017Hire was fine and good value. Although at the end of the hire, despite pre-paying, company tried to charge me more. First £7, then £51, very strange. Staff were helpful and think it was a system error but always check everything twice as they would happily have let me walk off and taken £51 off my credit card, if I hadn't taken the time to read things through and query them.
— Joeyb • August 7, 2017Easy...quick and did the job. Would defo use again
— Guy • August 3, 2017Used them 5 times this year and they are really nice professional staff, always want to help and polite, always smiling....Clean cars.
— Froggie • July 11, 2017Good, although they try and push there products hard if past a certain hour, but wave the costs if you take there policy
— B11OCX • July 7, 2017Good value for money but be aware that they do try & flog you every type of additional extra there is. If picking a car up from them at night make sure you take pics and report any visible damage as early as possible the next day otherwise they'll try & fleece you.
— Jacobsnannie • July 5, 2017Not too bad compared to others in the airport. Long wait in a queue but at least the staff were pleasant. Massive deposit of course, but no unpleasant surprises on my return. Car was ok too
— Greyarmy • July 4, 2017Good blue and service
— Mpb • June 27, 2017Quick and Simple - Just one person ahead of us in Queue. Car was ready when we arrived and were away in less than 10 minutes.
— ClaireP • June 26, 2017Quick and easy
— Steaders • June 25, 2017The Firefly hire car depot is a short drive away from Catania airport so first you have to find the pick up point for the shuttle bus which was slightly tricky. The car itself was a small hatchback which I'd recommend as away from the main roads or motorways the roads are often narrow and in very poor condition. The car was bumped and scraped in a few places before we collected it but this is normal on Sicily. Everything else was fine and cheaper than collecting in terminal.
— SicilianTraveller • June 25, 2017Car was dented badly two sides and front with a number of scratches, not all of which was included in damage report. Lost valuable time getting them to properly record it and even then had unpleasant return experience because we did not have their insurance. They took our copy of damage report, would not give it back to us, and tried to insist we had caused some damage and must pay 200 euros. They have not pursued us for this but are the most disreputable company we have ever dealt with. We have had numerous dealings with other airport hire companies in Spain, including Avis recently, who were very good. Message must be if you have own insurance on collection of vehicle, take photos all round and inside if any damage, check low down areas, particularly if at night in dimly lit area, and make sure damage report is completely accurate including scratches.
— Gaz • June 24, 2017Car badly scratched in several places and interior not clean.
— No-one • June 24, 2017Firefly were not very sympathetic and very overbearing. On the other hand Reduce my Excess were extremely responsive and handled the situation promptly and without complication. If you are unfortunate enough to suffer the whims of your car hire company it is good to have Reduce my Excess on your side.
— arfer • June 23, 2017Easy and good experience
— Joe B • June 23, 2017
Great value product. Already recommended several times
— Danhilt • June 23, 20178 would be 10 save for the LONG LONG delay at Desk. Staff, exhausted, friendly and helpful. Return of car very straightforward
— dimbles • June 23, 2017Ok
— Eye eye • June 23, 2017Excellent company to hire from. Terms and conditions need to be read but are there in black and white and well explained so should not get caught out. Always go for full/full fuel policy
— Toddle2u • June 23, 2017Excellent price and service
— Robin • June 23, 2017DO NOT book Firefly or Goldcar in Italy unless you speak the language well. I do and I never have any problems. But I've seen countless Brits on holiday get given dirty/too small cars, laughed at when they complain, then charged for bogus scratches.
— Laura • June 23, 2017They are a good rental firm but they make a huge fuss and try to scare you if you don't take their own insurance. they say you won't be covered and no breakdown cover etc... they block 1000 euro on my card as well.
— Oliva • June 23, 2017Use Firefly at least 7 times a year, no hard push of insurance when I tell them I have my own insurance cover with (Reducemyexcess) I always take before and after photographs of vehicle, miliege before and after, minor marks on car, including wing mirrors, windscreen and wheels and tyres this would also keep costs down if I damaged the car and they tried to claim other damages that I didn't do. Reducemyexcess has saved me probably close to a £1000 for my and my wife (Joint policy) fortunately we have never had to claim, but a friend whom we Reccomended did and payment was sorted within a couple of weeks brilliant
— Subby • June 23, 2017
