How to handle it
- Read the claim and check what it proves: the damage, that it happened during your rental, and the cost.
- Collect your evidence: contract, pick-up and return forms, your own photos.
- Object in writing to Firefly, in your language and the office's language, with a deadline.
- No answer or a refusal? Go to the European Consumer Centre in your country.
- For a direct cross-border booking you can also use ECRCS after the complaint procedure of Firefly.
- Amount already charged? Ask your card issuer about a chargeback in time.
Takes part in ECRCS
Firefly is on Leaseurope's list of companies taking part in the European Car Rental Conciliation Service. For cross-border rentals booked directly, you can use it after the company's own complaint procedure. Leaseurope
Complaint address
The right address is usually in the claim email. The tool picks it up as soon as you upload the claim.
Booked through a comparison site?
Then your contract may be with the intermediary as well as Firefly. Send your objection to both, and check the intermediary's terms for its own complaint procedure.
Part of the Hertz group.
Read also
How do you dispute a rental car damage claim, step by step?Disputing a claim · 4 min
What should a rental car damage claim contain, and which extra fees are allowed?Claim received · 4 min
Can a rental company charge damage to your credit card after you return the car?Credit card and chargeback · 4 min
How does a complaint about a rental company at the European Consumer Centre work?ECC and disputes · 4 min
Scratchfair is not affiliated with Firefly. Brand names are used only to describe which company sent the claim.