autovia.it - Firenze Aeroporto Reviews 

This company is a bad joke with inferior UX/CX: long queues, very slow employees, check-in of at least 20min, sub zero IT support with broken tablets, low qualified employees making jokes on customers in Italian language, no names of employees available, inflated insurances, clerks call you “my friend", no one is responsible for anything…we had a car with a technical issue and they knew it, and endless nightmare…Amex card holders, watch out, you will get an upgrade and then the disaster starts, guess you know why;-) Will take this experience to create a business case for my students “How NOT to run a business, or, how to lose customers asap”. If their owners would act consequently they’d capitalise on AI and introduce online services along the entire process chain…All in all, zero trust, avoid this company, hands off! And, please, AutoVia, don’t respond with your standardised texts, we are sorry, we will work on it...

Absolutely horrible horrible experience. I arrived on time for my 9:30 pickup and waiting in line for an hour as they had one woman working. At 10:30, a small bald man arrives and joins her at the desk and it’s my turn. He is rude, condescending, and has zero customer service skills. He tells me that I need to buy their insurance plan because I don’t have an international drivers lisence. I show him that I already paid for it and booked full insurance when I paid for the car through booking.com. He tells me that that insurance isn’t valid, and. I need to buy theirs or I can’t take a car. I argue with him saying I am not paying double insurance and he tells me to later try to get the one I booked through booking.com refunded. I question him on why I would need to do that and he says that it’s because I am American and don’t have an international driver permit. I then take out my international driver permit and he tells me that no, it is missing a stamp so it isn’t valid. This scammer continues to bully me and charges me $400 euro extra for NOTHING when I had already paid that through booking.com. I later rented another car through a different company in Italy , “ noleggiare” and had the complete opposite experience. No scamming, no added fake fees, no forcing of double insurance and was told my international drivers license is 100% legit. RUN. Do not give this place any of your money, I plan to take legal action.

We had the most appalling experience, marked by unprofessionalism and outright racist behaviour. Despite booking our car months in advance, the company ruined the start of our trip by suddenly insisting we present two credit cards instead of one, even though a single card had more than enough limit to cover the expenses.

Instead of helping us find a solution, the staff at the counter were hostile and dismissive. Shockingly, one individual began ganging up on us and making racist remarks, including calling us “piece of shit” and speaking derogatorily in Italian, assuming we wouldn’t understand.

They refused to assist us in any way, leaving us stranded and forcing us to forfeit our deposit money. This was not only appalling customer service but also deeply offensive behaviour.

Avoid this company at all costs.

Disgraceful Experience – Rude, Dishonest, and Racist

We booked a car months in advance at a great price, but when we arrived, the company looked for excuses not to honor the booking. They suddenly demanded two credit cards as a guarantee — something never mentioned on the booking voucher. When we asked for proof, the staff said the terms were “600 pages long” and refused to show us.

The staff were extremely rude, openly unhelpful, and at one point told us: “We will not give you the car – do what you like.”

To make matters worse, we were insulted with a racial slur — being called “a piece of shit” because of the color of our skin. This is beyond unacceptable and clearly discriminatory.

This company hides behind unclear terms, mistreats customers, and engages in outright racism. No one should have to go through this. Do not book with them

Had the most awful experience with these guys! Booked cars in advance, only to find out on the day that every key person requires two physical credit cards on them. None of that was shared in the booking email. Made multiple calls to their office as advised by the front desk people. Got no where. Ended up paying €1200 at Avis to get a car on the spot as we never managed to get our car we booked months in advance with Autovía. Cost us so much more, ruined our holiday, took no responsibility!
Horrible rude, racist staff. They swore at us in Italian thinking we won’t understand. Avoid them like plague!

When siging the paperwork and collecting the keys there was an agent on the desk and another agent behind, guessing a manager / supervisor, and they did not advise that we need to check the car for damage and to put it on page 2 of the rental document. We were not shown to the car, and just told to sign the paperwork and can have the keys. Luckily I took multiple pictures and videos of the car before we left the rental car park as there was damage to the rear of the car. When we dropped the car back, they tried to say that we made that damage as we did not highlight the damage on page 2 of the paperwork before we left. I showed them the proof of the damage from before we took the car, however they said that it has to go to their 'damage department' and they will email us when we can then appeal this with the proof that we have. Very ridiculous as we showed the agent the proof of the damage when he was looking at the condition of the car.

We have since heard back from the claims/damage department and they have said that preexisting damages are listed in the existing damage box, and that we signed that there was no extra damage, even though both the agent and supervisor never told us that we were signing to say this, and that we need to check the car before siging, they said just sign the paperwork to get the car, they also said no extra damage or anomalies were reported to staff before using the vehicle, we have provided pictures with timestamps to prove that this is not the case. I also took a video at the handover when we returned the car of conversation with the agent stating that we did not cause the damage, to which he agreed after seeing the proof and said we just need to email the pictures to them once we hear back, and they will close the case, which is obviously not the case as they are disputing this.

I would never use this company again, as clearly they are just trying to get money out of us for damage we did not cause. The car had multiple scretches and dents, so they obviously do not use the money they charge other customers for damage to repair the cars.

They are trying to scam money out of us, for not disclosing the correct procedures and relying on us being foreign to not understand what we are signing.

Oleg helped a lot. Thanks to him for organizing everything quickly. We just took the car and hope the experience witg this car will go well.

Great car. The staff were helpful and I think I got an upgrade.

I rented a car from Autovia at Florence Airport in August 2025. When I collected the vehicle, their own representative pointed out and documented two scratches (rear bumper and rear left door). I also recorded a full 360° video showing the same pre-existing damage.

When I returned the car, a different employee tried to charge me for those exact same scratches, ignoring both the official damage sheet and my photo/video evidence. He was rude, dismissive, and refused even to look at my proof, instead telling me to “send it to head office.” They then charged me €700 and are not replying to my many emails over several weeks.

If that wasn’t enough, Autovia then withdrew €100 from my credit card for a baby seat that was never provided. They even issued an invoice falsely claiming I had rented one for 10 days. I never received a baby seat at any point.

This is not just poor customer service — it is dishonest billing and appears to be a systematic attempt to extract money from customers through false charges.

I strongly advise avoiding Autovia entirely. Never share your credit card information with them. Their business practices are unfair, aggressive, and deeply untrustworthy. I am now disputing the charges through my credit card provider, the European Consumer Centre, and Italian consumer authorities.

Autovia: you cannot charge customers for damages and equipment that were never their responsibility.

Great experience with Autovia Noleggio thanks to Gercy. Very professional, kind, and helpful she made the rental process easy and stress-free.

I had a very good experience with Autovia Noleggio. The staff was friendly, professional, and helpful throughout the process. The car was clean, modern, and in excellent condition

Renting a car at Peretola airport in Florence tends to be a challenge. But I was pleasantly surprised how friendly and helpful the staff at the pick up were. In particular Sara. And the car was decently clean, most scratches documented(three more were noticed and documented) and the return went easy and fast. Thus I can recommend this station.

Everything was perfect ok!

Customer service was friendly, fast and efficient, both when picking up and returning the vehicle: well done!!

Areas for improvement:
1) They insisted too much, in an almost threatening tone, that I should take out their own accident insurance, even though my contract expressly stated that I already had one and that they should not offer me another.
2) The fuel tank was apparently full, but... it ran out in less than 40 km :(

Translated with DeepL.com (free version)

We recieved good help from Gercy, we got 3 options for good cars. She was very sweet and showed all the cars. Overall was it a very good service!

Grazie mille Alex, he was very nice and we got a nice car and it was a very good experience

Staff were clear and helpful, I received an upgraded vehicle which was great! The whole process was very smooth and efficient, which was great considering I was worried about driving in another country!

AVOID AT ANY COST!
WORST CUSTOMER CARE EVER!
CLAIMING MONEY FROM DIFFERENT CUSTOMERS FOR SAME EXISTING DAMAGE!!!
The worst experience I ever had with car rental!
Rented a car from Firenze Airport. During pick-up nobody came to hand over the car, just got keys and parking place number.
The car had damage on each panel. There were so many dents and scratches that was impossible to check what was already marked in the contract, so I made a full video of the car to record all the damages.
A week after returning the car I got claim that I have caused new damage to the car. I checked the video I made during pickup and the claimed "new" damage is clearly seen on the video!
Now 3 week later and after multiple emails sent with video and pictures of the claimed damage they are only replying that the video date doesn´t match the pickup time!!!
I have explained them many times that the video properties showing the date and the time when I sent it to them not when it was made, but they just don´t care and claiming like I have made a video week after returning the car to them!!!
This is just ridiculous already!
I had third party full insurance, but I will not accept AUTOVIA false claim against me and will fight to the end to get it right!

PLEASE AVOID RENTING FROM THEM!

UPDATE after replay:
I have sent you full video!
Also on the area where your claimed "new" damage is, there was very close to that already marked existing damage on the rental agreement!
Please read what I have told you and review the video sent to you!
I have provided you several pictures with exact date and time of pickup, but you don't accept them!