unexpected extra charges on pick up

City/airport:

JK's rating of their experience of Firefly: (1/5) on 16 May 2025

Verified ReduceMyExcess customer

Whilst 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.

City/airport:

Jinx31's rating of their experience of Firefly: (1/5) on 8 August 2024

Verified ReduceMyExcess customer

Quick easy and good to use

City/airport:

Kerry Butler's rating of their experience of Firefly: (5/5) on 13 April 2024

Verified ReduceMyExcess customer

Via 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 ....

City/airport:

AngryClient's rating of their experience of Firefly: (1/5) on 29 February 2024

On 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

City/airport:

Chrisrix's rating of their experience of Firefly: (1/5) on 22 October 2023

Verified ReduceMyExcess customer

All went smoothly, nice car, no problems.

City/airport:

Nut's rating of their experience of Firefly: (5/5) on 17 October 2023

Verified ReduceMyExcess customer

Efficient, quality car and bo hidden cost.

City/airport:

Mark's rating of their experience of Firefly: (4/5) on 20 October 2022

Verified ReduceMyExcess customer

Professional and friendly

City/airport:

Joel's rating of their experience of Firefly: (5/5) on 17 October 2022

Verified ReduceMyExcess customer

The 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.

City/airport:

Mr H's rating of their experience of Firefly: (1.5/5) on 16 October 2022

Verified ReduceMyExcess customer

We 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

City/airport:

PreB's rating of their experience of Firefly: (5/5) on 20 September 2022

Verified ReduceMyExcess customer

Excellent staff no problems

City/airport:

Chris P's rating of their experience of Firefly: (5/5) on 16 September 2022

Verified ReduceMyExcess customer

Car 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.

City/airport:

Fulizard's rating of their experience of Firefly: (4/5) on 15 September 2022

Verified ReduceMyExcess customer

Was 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!

City/airport:

Fred's rating of their experience of Firefly: (4/5) on 24 August 2022

Verified ReduceMyExcess customer

Awful 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.

City/airport:

UK retirement traveller's rating of their experience of Firefly: (1/5) on 28 June 2022

Verified ReduceMyExcess customer

The 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

City/airport:

PGE's rating of their experience of Firefly: (3.5/5) on 9 May 2022

Verified ReduceMyExcess customer

I 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.

City/airport:

Spike's rating of their experience of Firefly: (2/5) on 18 January 2022

Verified ReduceMyExcess customer

Absolute 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.

City/airport:

Eve's rating of their experience of Firefly: (1/5) on 11 November 2021

Checking 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

City/airport:

Df's rating of their experience of Firefly: (2.5/5) on 27 October 2021

Verified ReduceMyExcess customer

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.

City/airport:

Grace's rating of their experience of Firefly: (1/5) on 31 August 2021

Verified ReduceMyExcess customer

Awful 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

City/airport:

Unhappy customer's rating of their experience of Firefly: (1/5) on 29 August 2021

Booked 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.

City/airport:

007's rating of their experience of Firefly: (1/5) on 2 July 2021

They 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)

City/airport:

Jan's rating of their experience of Firefly: (1/5) on 28 October 2020

Disgraceful. 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!!!

City/airport:

Edward's rating of their experience of Firefly: (1/5) on 8 August 2020

I 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.

City/airport:

JFK's rating of their experience of Firefly: (1/5) on 25 March 2020

Hired 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.

City/airport:

James's rating of their experience of Firefly: (1/5) on 13 March 2020