Written on: 04/09/2014 by CAMP (1 review written)
We booked through you and had to change our order due to flight changes in May. We couldn't stay with our original rental company and you organised us to use Firefly. When we arrived in the office at Faro they had the wrong car - it was A group and we had ordered C group. So we had to wait a long time while this was sorted out - a new car had to be delivered and all the paperwork had to be re written. On day 3 of our holiday the car would not start. I tried calling the office 4 times and there was no reply. Got through to assistance and they said they would arrive in 45 mins. 2 hours later we were still waiting. Eventually they came and had to tow the car away. A taxi was booked to take us to the nearest office to collect a new car. This arrived promptly. However we were dropped on an industrial estate in 37 degrees heat with the office closed for siesta. When we eventually got into the Hertz office the clerk was very unhappy that she had been sent Firefly customers and spent 15 mins on the phone complaining to someone. We got another car which was fine for the rest of the holiday but we lost a day and felt customer service should have been much better. It also seemed clear that communication was not good between the various offices. I am not complaining directly about Atlas but I would strongly advise Atlas not to use Firefly for it's customers.
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