Firefly Car Rental is a car rental service with locations in Spain, France, Croatia, Italy, and Iceland. Customers are furious about this company and advise others to avoid Firefly at any cost. This analysis will tell you why!
What do customers say?
The topic with the worst average grade in our analysis is “avoid”. It hasn’t got too much to do with the procedures of the company. It’s rather a general warning to other potential customers to avoid Firefly. There is a negative relation between “avoid” and “plague”. I don’t think that customers want to avoid an actual plague and write that in the reviews about Firefly. The plague should perhaps rather be seen as a metaphor for Firefly, something that you need to avoid or else you can’t get rid of it.
In 54% of the reviews, “charges” are mentioned. The most commonly used word in relation to the topic “charges” is “extra”. Extra charges can make the customers feel cheated. To regain the customers’ trust Firefly should try to be more transparent with costs and terms to make sure the customers know what they pay for. Some customers imply that Firefly does everything they can to find stuff to charge extra for.
It’s hard to take something positive about Firefly from this analysis, but if there’s something it’s probably the staff. The topic “staff” has an average grade of 1,57 / 5 which is higher than the overall average grade of 1,33 / 5. This makes the topic a positive driver for the overall grade. The grade is still poor though and the two most common emotive words related to “staff” are “rude” and “unhelpful”. Even though the staff isn’t appreciated, the topic has a better average grade than almost all other topics and should begin to fight the plague where it’s more urgent.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.
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