FireFly reviews and complaints

Customer Booking Reference Number: [protected]
Rental Agreement: [protected]-2
Airport Pick Up: Alicante Spain
Date: 25/08/20

To Whom it may concern,

FIREFLY who is owned by HERTZ Car Rental have taken £332.78 From my credit card after I arrived back home in the UK - 2 Days after I returned the car back to Alicante Airport.

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

This is clearly FRAUD and ROBBERY

I was given a pre-printed document to sign that had no options for extra insurance cover. I was deliberately manipulated by the FIREFLY representative to sign that document. I was told that the figure of 358.66 euros was a holding fee on my card in the event that I didn't bring the car back - NOT an extra OPTIONAL insurance that would then be sneakily taken from my card days after the event! I questioned this figure multiple times and the firefly representative assured me there was nothing else to pay as I had already paid for the rental and had my insurance with Ryanair.

Can you tell me why insurance would be taken days after the agreement has ended?! It's completely obvious to me and many innocent customers that this is pre-meditated fraud on behalf of Firefly Car rental. You deceive customers into thinking the figure on the sheet is a holding fee and will be released when really, it's a lump sum of money that has been taken days after they leave the country and arrive home.

I did not agree to extra insurance with Firefly, I already had insurance with Ryanair, I questioned the document that I was given to sign and then I was lied to
Do you understand that this is Fraud? dishonesty and robbery?

I am not letting this go until I am given my money back in full
I have left reviews for Firefly warning other customers of your fraud
I wait for your response and my refund of stolen money

Good afternoon!

I made a reservation (document attached) with the booking number [protected] and I have to explain you some things that really disturb my trip:

1. I made the reservation on my husbend name crismariu liviu (it was my mistake) but I paid with my credit card crismariu alma - violeta and everything was on your website accepted. You always have the money including the completely insurance.
2. I arrived on 3 of october in barcelona and I was waiting almost 2 hours till I could spoke with a person on the firefly counter.. First, they could not speak english and they are not able to find a solution together with renatalcars. I called rentalcars but was impossible to reach you. After I reached somebody, their questions was which name is on the reservation? My husband (confirmed on reservation) don't posses a credit card but want to be the driver because I felt bad and could not drive. As a family, we use just one cc.
3. I thought they finally find a solution. They changed the booking on my name, charged 32 € for an additional driver and they made another full insurance for 98€. When I saw the rental papers, after many hours of struggling and explaining, I felt obligated to sign these. Their answer was: rentalcars will pay back the insurance for the reservation you made online because our insurance is much more better and safer for spain. They not say anythink about a new reservation or a new payment for the car.
4.in my visa account, I have a double booking: firefly and rentalcars for the whole amount!
Please contact your partner, clear what they did without our confirmation
We cannot pay for the same car, in the same time a double amount of money.
Here you can find my bank-account. For further information =, please contact me under
[protected]

Alma-violeta crismariu
Iban at92 [protected]
Bic bkauatww

Thank you for your support!

Alma crismariu

Hertz Rent a Car Los Angeles
2/16/16

I reserved the Car online on 2/11/16 . There was a 40.00 hold put on my card @ the Rate of 228.00. Leaving a balance 188.00 Approximately. Once at the service desk in Los Angeles. The Gentlemen change the price stating the expedia hadn't updated their prices correctly.

Im sorry but the aggreement I signed online should have been binding. I understand the price for the insurance which I had planned to purchase. But my bill was over 320.00.

Now they increased the price of the cars daily price. An they didn't apply the 40.00 to the price of car.

Im totally dejected by the way this was handled.

I rent a car from Firefly on July 8th, 2015 at Perth Airport. At the time the rental agreement was signed, the representative advertised car rental insurance to us and made clear that at the rate of $16.36 per day, it will help to reduce our collision liability to $800 only. Unfortunately, we hit a kangaroo on the highway at night and causing damage to the passenger side of bumper. The full cost of repairing $1952.61, was charged from my credit card. Later, when I inquire about the unauthorized charge and refer to my car rental insurance, I’ve been told there is a “single vehicle accident” (SAV) charge of $2, 200 applied to the incident, which is never being communicated to us when the car insurance was purchased. I wrote several emails to the company, and the representative asked me to refer to Hertz’s terms online for explanation. However, first of all, the rental agreement I signed was with Firefly, such terms was nowhere to found on firefly’s website or rental agreement. Secondly, at the time the rental insurance was purchased, the company’s representative made clear to us that our liabilities are limited to $800, and $2, 200 SAV amount was never mentioned. If such terms or condition exist, I think it should be company’s responsibility to communicate it to its customers. By withholding and not disclosing the important terms on purpose, I deeply feel the company has committed fraud. The company clearly tries to take advantage of its customers’ misfortune.

I would like to make a complaint about firefly website. I went to select a seat for my reservation, however; I realized that there is a $20 charge, so I decided to discard it. Nonetheless, when I went to check-in they force me to pay for the $20. When I didn't submit or agree to the term, I should not be charged. It is like to when to any us site and you select any item that you like to purchase but you didn't proceed to perform the final purchase, should you be charged for the selection itself?

This is suck.

I wish to highlight my disappointment with firefly airline for being uncompassionate with dishonest staffs & arrogant management for your publication.

It happened on my confirmed departure date the 11th july 2011 when I fell ill & went to the hospital for treatment.

While waiting for my doctor I called firefly customer care to enquire the possibility to reschedule my flight the following day & was told I can’t since it had already pass 48 hours & when I explained my situation they told me I can reschedule only if I produce an official medical letter from a hospital doctor & they will then consider my case, but of cause with seat availability. To note the manager at the customer care center was not around when I enquired about him/her twice at different timings.

I did as required, faxed to them my medical letter with doctor’s instruction not to fly on the 11th july 2011 & it was then received firefly agent shakina & my call was then routed to another agent who told me I still have to pay the penalty for rescheduling my flight on top of producing my medical letter.

How absurd is this? Reluctantly I paid because I need to travel home. Money is not the factor but I believe firefly should exercise compassion towards their passengers who have a very good reason to amend their flights. I then e-mailed their customer care few times demanding an explanation & they keep denying my medical letter saying they didn’t receive it, they twisted everything around, protecting their staffs & with much arrogance they didn’t even care to call me & on their last reply they were asking for my medical letter.

After submitting my medical letter they still replied I need to abide by the regulations, this is so nonsense. Shouldn't have ask about it in the first place, a very fast & loose airline.

Is this how an airline works? I believe either the staffs are corrupted else the management can’t care less but money focus.

For the record, my experience with airasia is far the best at the moment, there was an occasion where I missed my flight & airasia was so nice not to make me pay the full penalty like firefly did & I even made a second amendment in rescheduling my flight & again airasia gave me a discount & I was delighted.

Like what ex malaysian prime minister dr. Mahathir recently mentioned, mas airline should work with airasia to produce efficiency, the more I doubt the quality of firefly with its inhumane policies.

I ordered this phone for my son who splits time between my house and his dads. I chose it after researching cell phones for children online. Seemed like a great option. However, I received the phone in the mail with a user guide that said to refer to the "labe belowe during activation of phone". There was no label. I went online, clicked the link to activate the phone, and it told me this particular phone/sim card had already been activated and to call customer serivce. I called about 50 times. No joke. Not once did I get through. Everytime I heard a recording saying the wait time was 2 minutes. I would wait between 3 to 10 minutes each phone call before the line was disconnected. I tried pressing zero for operator, same thing. I called after business hours and it said to leave a message, but it never allowed you to, just disconnected the line. I sent multiple emails to them using theri online form, never heard a response. I cannot return the phone because the shipping slip says to call for an rma number or no refund will be issued. Of course the number to call for the rma is the same customer service number that hangs up on me each time. I paid $50 plus shipping and handling and tax on a phone that is unusable and unreturnable. I think some type of fraud is going on here. Do not use this company!