Firefly Car Rental Reviews 110

We rented an otherwise good car (through Thrifty/Firefly), but after returning home, we discovered that we were charged for extra insurance, which we had declined. There was a cost listed in the summary, which we inquired about when renting the car, but we were specifically told that it was part of the deposit that would be refunded to us. We were not informed that it was extra insurance — insurance for which the price was not visible in the summary we later reviewed. Since nothing was stated, we naturally didn’t know that “SCDWK” was extra insurance — especially since the prices didn’t match up.

Furthermore, we declined insurance multiple times. We didn’t know what the terms meant but have now — after a lot of Googling — found out that the "K" stands for ‘Super Cover Collision Damage’ insurance (????). We already had the max cover, and collision damage was covered for free within the agreement. So why the extra insurance? This is a huge scam, and I’m so frustrated because we specifically asked about the amount and what it was for but were dishonestly given the wrong explanation.

I have used firefly many times with no problems, collecting from Alicante airport. I always check the vehicle carefully and take pictures and videos, not easy in a dimply lit carpark. On my last return, the car was checked and my set of photos and videos shown. After cursory glances, the agent without looking under the vehicle said there was damage to the front underside. Needless to say I do not crawl underneath vehicles at 1am when collecting. The damage was ingrained with dirt and clearly old. With no choice I paid the damage charge, which I claimed back with no issues from my excess cover provider.
The agent clearly knew what damage was unaccounted for on the vehicle and was looking for a customer to bill for it.

I would give zero if I could. Scammers and stay away. Charged me extra for SDWCK insurance, didn’t explain these costs when I picked up the car and did not notify me of these charges until I saw them on my credit card. No accountability to resolve the issue. Customer services are useless

I give Firefly A MINUS-10 as a rating. This compnay should not be allowed to do any business at all. Firstly at the front desk at malaga airport you are conned into holding a car, paying insurance, agreeing to fuel up (which they never fully fuel) and take a deposit of whihc they owe me 300EURO. if you have to extend the car you have to pay a further deposit which you never get back. I am still writing and arguing trying to get my deposit back. (which is supposed to go towards tmy childresn pocket money- we are not rich)!!!
This company has a csutomer complaint team, a billing team and a front office team. none of them coorindinate. none of them read the hiring paperwork. they make you wait 28days before responding to each and every email. I will go back to malaga but i will not ever use firefly/Hertz again. In case you are still experiencing being robbed by them their emails are as follows
spagx51atfireflycarrental.com (front desk office)
fireflycustomercareatspainfireflycarrental.com (customer complaints)
#creditauth.atbillingdtag.com(where the refund should come from)
do yourself a huge favour read all the reviews first.
oh and firefly if you want a decent review look up my case which is still pending and where you owe me my deposit back ref is Ref. No: 23687881

Very bad experience at Barcelona airport.

I have rented cars from Firefly previously and have always had a good experience. I've always rejected their overpriced insurances and received the car as booked online. This time, our flight was delayed, and we were arriving close to closing time. Despite calling them three hours in advance to explain the situation and provide flight information, they didn't wait for us. We arrived to the pick up office only five minutes past closing time.

The following morning, I called at least 20 times to confirm our car availability but couldn't reach anyone. When we arrived at the office, two employees were even with no customers. They claimed our rental was still valid but that the car was no longer available. What a coincidence! They had been open for less than two hours and already rented out my car. Their website states that most companies will hold a car for late customers if informed, but apparently, Barcelona is an exception.

They offered an upgraded car (Citroen C3 instead of Fiat 500) for an extra €250 for the full rental period. The customer service was terrible. I don't understand why we needed to inform them about our delay or provide flight information if they weren't willing to wait five minutes. I guess the sales agent was happy to make an extra €250, but they've lost a loyal customer.

Trying to extend the rental as I’d like to stay a bit longer in Spain, no email address and no one is picking up the phone in Barcelona airport office

I contacted the office in the UK, they gave me email of parent company (Hertz), got respond from them that I need to contact Firefly.

How to contact that company?????? I don’t want to travel back for several hours to extend this nonsense!!!

Picked up hire car May 20th Alicante Airport return it 25th June 24,VW 4266MRD Polo.On return inspection, I was informed a small panel was missing from the grill.No damage anywhere on the grill Cost me €77.47 Plus €60 for the company. IF YOU ARE RENTING THIS CAR CHECK THE GRILL,TAKE A PHOTO.Because I didn't take out insurance at their desk,Fuel FULL return FULL NOT ALLOWED. COST Fuel €59.36 Service charge €41.28 +vat 21%.
I took out insurance March 24 th €257 PLUS VAT
Fuel Policy FULL Return FULL, WHY WHY €€€€€€

Fraud alert!!! – I had booked and prepaid through Cartrawler for both car & insurance. Firefly salesman put an extra insurance on the bill at the counter. That cost me 200 euro extra for one week. Keep away from this business as it is misleading and fraudulent.

Fraud alert!!

I booked car from Malaga airport. I already bought full cover insurance and the lady in the counter confirmed this.
When I got my deposit they charge 200 EUR for incurance..... I complaind but didnt get this back. This people are profesional fraud, stay away!!!!

I had to cancel my booking after reading all of the shocking service. I lost 80 EUR, but thanks god or it would cost me lot more. Internet is full of reviews were i see people were literally robbed and nobody does anything with that. We took a train instead for 17 EUR and Iam glad i decided it like this.

Much like others on this review site we have had our credit card charged a large amount several days after returning from holiday with no explanation. We did not take out additional insurance with them (we had already taken this out independently), car was refuelled and in good condition. We seem to have fallen foul of unscrupulous practices that do many others have experienced. Would never use this company again as seems to amount to fraud.

DO NOT USE THIS COMPANY!! I had pre paid for the car rental and insurance. They force you to sign a document when collecting the car and said the funds would be returned when the car was returned. They lie to you, it's for additional car insurance. My bank managed to get the funds back to me then Herts/Firefly sent the debt collectors my way!!!!

Truly shocking experience. Booked via Ryan Air who stated no hidden charges. Only to be presented with over 200euro of mandatory costs after a 35 minute wait. I couldn't afford the additional charges and Firefly refused to refund my prepayment. I am now sat on a bus after paying for 6 days car hire. DISGRACE

What went right ?
Prices advertised had hidden fees upon arrival
Received a fine which yes was my fault however paid this fine within a day of receiving it, then now 3 months later recieved an email from fire fly for exact same issue date time same offence which after contacting fine issuer they have informed me yes it is paid and there is no further action

Then I see that Firefly have tried to take this same fine again from my credit card
Luckily enough contacted my issuer straight away who have forwarded this to the fraud team and blocked the payment from being taken
However the card issuer did state to contact the company and make sure they remove all my billing details
When attempted to do so was basically fobbed off by the horrible, unprofessional and damn right rude employee
Embarrassing pathetic excuse of a company
DO NOT USE THIS COMPANY FOR RENTALS
ROBBING, THIEVING SCUM

I rented from Firefly in September 2023 at Málaga Airport having booked and paid for the car through an agency, DoYouSpain. On arrival I was charged €320 – more than the cost of the rental – and assumed this charge, called SCDWK, was a form of deposit for non-return or return of a non-full vehicle. I rent cars frequently while traveling and would count myself as an experienced renter. I believed the SCDWK payment was a deposit for returning a non-full vehicle or similar and would be returned after the rental. In fact, the charge was for Firefly's full insurance. The Firefly staff member did not explain this to me. It pains me to discover now after some googling that this sharp practice by Firefly in Spain has claimed many victims. This is not the agent's fault - they have been impeccable and assisted me but can do nothing because I initialled the charge on the rental agreement. I am adding Firefly to my car rental black book alongside long-time scammers like Goldcar.

I hired a car with firefly from 23 to 30 August 2023. Shortly after picking up the vehicle, in view of the poor reviews I read about Firefly fraudulently deducting money from customers, I took photographs of the fuel as shown on the dashboard.

The image of the dashboard taken soon after picking up the vehicle (taken after I had travelled 17km), shows that the tank was full, which I agree with.

On returning the vehicle, I purposely stopped at the nearest petrol station to Terminal 2 which was approximately 1 Km away from the drop off point. I filled the vehicle back up with petrol. I have a copy of transaction for the fuel which shows I paid 29.11 euros, which was used to FILL the tank FULL.

The dashboard image I took after I dropped off the vehicle at 04:43, shows that the tank was full when I left the vehicle at the drop off point.

Despite the fact that the tank was full to the brim when I returned it, Firefly charged 170.17 euros for refuelling.

I emailed customer service with photographs I took of the dashboard showing it was full on 30th August but no response yet. The transaction has shown on my credit card.

Dreadful theving robbers!
You can't find the car for starters then they charge a refundable deposit whoch they only give half of back. On top of the insurance scam they operate.
Use one of the big names with a reputation to look after. DO NOT USE FIREFLY, YOU WILL GET BURNED.

Beware of their "admin fee" for refueling.

We were charged an admin fee for refueling even though we returned the car fully fueled.

Having taken photos on collection and return showing kms to an empty tank, it is clear that the car was nowhere near full when we collected but full to the brim when we returned it and Firefly won't refund the difference.

They have simply stopped responding to my e-mails. I have now approached BBC Watchdog to ask them to take it up. The refund is not significant but it is the principal of it. How many people are they mugging off with their dodgy practices??!!

Please avoid Please and please there is nobody to check the car on the return. They ask you to put the key in the box and leave. They will charge your credit card within 3-4days with any amount they wish 2. You can not get through customer service, you won't get any invoice, you just need to chase them to ask why I have been charged x amount and there is no response!! Please Avoid

These are scammers taking money from your credit card unsolicited. Claiming they are blocking a deposit but what they are really doing is charging you for expensive insurance. They mislead you when you sign the documents.