Flexways

Hi Fian Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Dear Pis, We take all feedback and legal concerns very seriously. As this matter involves a potential legal claim, please direct all formal correspondence and documentation directly to our legal department at [email protected]. Should you prefer to discuss your reservation details and resolve this matter directly with our management team prior to taking further action, we remain available to review your file. Best regards,

Hi Gerard Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Hi Alexander Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Dear Juliana Thank you for bringing this matter to our attention via Trustpilot. We are deeply concerned to hear about your experience regarding the mileage policy discrepancy and the subsequent delay in your refund. Providing clear and accurate information at the time of booking is vital to us, and we sincerely apologize for the frustration this has caused you and your family. We would like to clarify that while many of our bookings offer unlimited mileage, certain local restrictions—such as specific policies for Florida residents or particular vehicle categories—can sometimes apply at the counter depending on the broker's terms. However, if the platform where you booked explicitly stated "Unlimited Miles," we understand your decision to cancel and your expectation for a swift refund. We deeply regret that Expedia was unable to resolve this directly with the local office, and we want to step in to fix this for you. We take these matters very seriously and want to ensure you receive your $204.00 if the cancellation conditions were met. Please reach out to our dedicated corporate customer care team directly at [email protected] with your booking name, reservation number, and any proof of the "Unlimited Miles" confirmation from Expedia. We will immediately escalate this to the regional manager to investigate why the refund was stalled and help you get your money back. Best regards,

Dear Henry Thank you for sharing your feedback with us on Trustpilot. We are truly sorry to hear about your experience and the frustration caused by the toll policy and communication difficulties during your recent rental. We would like to clarify that to offer highly competitive base rates, our partners locally apply specific terms and conditions depending on the renter's residency status. As stated in our general policy for Florida license holders, there are specific limitations and guidelines regarding local use, including daily toll options and mileage restrictions. However, we understand your point completely: if you know how to avoid toll roads as a local resident, you should be given the clear option to do so, provided it aligns with the booking terms. We also deeply regret that our customer service number was unreachable and that you did not receive the confirmation emails promised by the agent at the counter. This is certainly not the seamless experience we aim to provide. We want to look closely into your reservation and review your rental agreement to ensure everything was processed fairly and transparently. Please reach out to our dedicated customer care team directly at [email protected] with your reservation name and booking number. We are committed to reviewing this situation and addressing your concerns properly. Best regards,

Dear Customer, Thank you so much for taking the time to share your feedback and for the 4-star rating! We are thrilled to hear that the car was excellent and that our team member at the Crawley office was patient and helpful in guiding you through your check-in. We completely understand how navigating an unfamiliar airport can be frustrating, especially when trying to locate specific shuttle pick-up points like Bus Stop 1. Your suggestion for clearer instructions and a more straightforward pick-up location at the South Terminal lower level exit is highly valuable. We want to ensure a seamless experience from the moment you land, so we will absolutely share this feedback with our regional management team to improve our arrival guides. We are glad to hear that returning the vehicle went smoothly for you, and we sincerely appreciate your patience and constructive insights. We look forward to providing you with an even better, 5-star experience on your next trip! Best regards,

Dear Michal, Your review is full of false and misleading statements. You were never forced to purchase insurance. It was offered as an optional product, which you declined, and we proceeded with your rental. Your claim that your credit card "did not work" is simply false. The security deposit was successfully pre-authorized (blocked) on your credit card. If the card had not worked, the pre-authorization would not have been possible. Making false accusations of a scam does not change the facts. You also failed to mention the real reason for the €150 charge. You returned a nearly new vehicle covered in thick pine tree resin. This is not normal dirt—it requires specialized cleaning and is the direct result of where you parked the vehicle. Instead of accepting responsibility, you told our staff that cleaning the vehicle was "our job." Despite your behavior, our staff spent over 30 minutes reviewing every single scratch with you and confirmed that you were not responsible for any damage. The only charge applied was for the extraordinary cleaning required because of the condition in which you returned the car. You are free to continue disputing this with your bank or the broker. We have photographs of the vehicle's condition and all the documentation needed to support our position. Unfortunately, TrustPilot does not allow us to upload that evidence so readers can see the true condition of the vehicle. We have no interest in serving customers who refuse to take responsibility for the condition in which they return our vehicles while making false accusations against our company and staff. We wish you better luck with your future rentals.

Hi Carias Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Hi Kaushal Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Dear Thank you for sharing your feedback. We are truly sorry to hear that your experience did not meet your expectations and that you were dissatisfied with the vehicle's condition and our location's logistics. We want to clarify that to offer more competitive rates, many of our branches operate just outside the airport perimeters, providing a shuttle service to transport our customers. Additionally, all our vehicles undergo routine maintenance and safety inspections before being rented out to ensure they are roadworthy. However, we deeply regret that you felt the service and vehicle quality fell short. Your comments regarding our fleet and location transparency have been shared with our local management team to help us improve. If you have any specific issues regarding your rental that you would like us to look into, please contact us directly at [email protected] with your booking details. Best regards, The Flexways Team

Hi Nikki Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Dear Tim, Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the vehicle substitution and the unprofessional attitude you encountered during your rental. While we always strive to provide the exact category reserved, there are rare occasions where vehicle availability requires an upgrade. However, providing a manual transmission when an automatic was requested, along with a significantly larger vehicle than needed, is completely unacceptable, as we understand this affects your driving comfort and logistics. Furthermore, the dismissive reaction from our team member at the counter does not reflect our service standards, and we will address this behavior internally. We would like to review your rental agreement and investigate this issue further regarding a partial refund for the inconvenience. Please contact our customer care team directly at [email protected] with your reservation number so we can look into your case and assist you properly. Best regards,

Hi Marvlin Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Hi Diego Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Hi Sara Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Hi Tasha Thank you so much for your kind words. We’re glad to hear that you had a good experience travelling with Flexways. We hope to see you again soon. Safe travels!

Dear LaToya Thank you for your review and for sharing your feedback with us. We appreciate you bringing these points regarding insurance policies, toll fees, and the deposit timeline to our attention, and we will certainly take your comments into consideration as we work to improve our transparency and services. Regarding your security deposit, please be assured that it is always released automatically by our system upon the return of the vehicle. However, depending on your financial institution and card issuer, international card processing can sometimes take up to 30 business days to reflect in your account. If you do not see the funds returned within 30 business days, please do not hesitate to contact us directly at [email protected] with your reservation details. We will gladly provide you with the official bank confirmation proof so you can expedite the release with your bank. Kind regards,

Dear Johan, Thank you so much for the great review! We are thrilled to hear you enjoyed our friendly service, nice car, and competitive pricing. It was a pleasure having you with us, and we hope to see you again soon! Safe Travels,

Dear Kirsten Thank you for your feedback. We are deeply concerned to hear about your experience regarding the unexpected "transfer fee" charged upon your arrival, especially since you had already prepaid for your rental through Expedia. We understand how frustrating it is to feel trapped by hidden charges and cancellation policies. Transparent pricing is very important to us, and we want to ensure that all mandatory fees are clearly disclosed to our customers at the time of booking through our third-party partners. We would like to investigate the legitimacy of this additional fee and review your booking details. Please contact us directly at [email protected] with your Expedia reservation number and a copy of your final receipt, so our team can thoroughly audit what occurred and address your concerns properly. Kind regards,