Freenow by Lyft Reviews 

The app is a convenient way to hail, pay, and tip a taxi. The only negative is that the app refuses to let you assign a pickup spot, instead it forces you to pick a preselected one. We needed to be picked up at a major, well-known hotel on a major street, a hotel that has a wide space where taxis routinely pick up and drop off people. The app wouldn't let us pick the hotel, it insisted we pick one of two spots each a few blocks away. So we picked one and then messaged the driver that we were at the hotel and he picked us up there. It's frustrating and annoying that the app won't let users pick where they are as their pickup location.

The worst i ever came across
Ordered a Taxi this morning for collection tonight and it still canceled 5 mins before pickup..joke of an app never again.

Excellent service today from Heathrow Airport to home. Everything was perfect from start to finish. The driver was professional, friendly and helpful, and the whole journey was smooth and comfortable.
After a long day of travelling, it was so nice to have such an easy and stress-free journey home.
Very happy with the service and would definitely use FRENOW Service again. Highly recommended! ⭐️⭐️⭐️⭐️⭐️

Do not trust this app, especially if you are traveling. My friend and I (two young female tourists, one of us diagnosed autistic and ADHD) used Freenow in Milan believing it was a safe, fair, and reliable service. Instead, we were repeatedly taken advantage of by drivers deliberately inflating fares above the physical taximeter.
On one booking, the meter read €27.10, but the driver manually typed €50 into the app to overcharge us by €25.90. On another booking, a driver manually overcharged us by €8. When we reported this, Freenow support acknowledged driver misconduct in writing, yet completely refused to refund our money to our original payment card. Instead, they tried forcing us to accept expiring in-app vouchers for a service we do not use at home.
Taking advantage of tourists and neurodivergent customers who trust their platform—and holding onto stolen funds under the guise of "company policy"—is shameful. Avoid this app at all costs!

Keeps you updated on when driver will arrive and then when you will arrive at your destination. Easy to identify driver (name, car, license #). I like paying ahead of time…doing the meter ride may be cheaper but I found when I prepaid with the app the driver was interested in getting me to my destination as fast as possible. When I hailed a taxi and paid by meter, I did not always feel the driver took most efficient route!

The drivers are very polite, friendly, and are usually quite quick to respond to our request. Whenever we visit London we use Freenow.

I ordered the Taxi and when the Taxi guy came, the Taxi was too small for all of my bags and he didn’t let me put some small bags in the backseat so he told me to order a new one and left without cancelling my trip and then drove all of my trip like I was in the car without me in the car his name is Touseef A and his number plate is 0274-LMM I have proof that I was not in the car and I also ended up ordering a new Taxi later to the same destinations. This is very unprofessional of him. And there should be consequences for this action. I also been trying to get in contact with a human agent for the past two days in the app and over phone but without any luck.

Rubbish. It used to be good but now the app is crap. Customer service is completely useless. Finding a driver in London is close to impossible. The quality of the drivers is the lowest that has ever been. Definitely not recommended.

It was everything perfect , quick , easy and enjoyable

First time using, time will tell

⭐☆☆☆☆ 1/5

Very disappointing experience with FREENOW.

I strongly believe I was overcharged because I was a tourist. The amount charged was approximately double the fare shown on the taxi meter, which is simply unacceptable. When I noticed the issue, I raised it with FREENOW customer support and expected a thorough investigation and fair resolution.

Unfortunately, the support process was slow, took a long time to receive a response, and ultimately failed to address my main concern. Instead of properly resolving the matter or providing a refund, I was offered a restricted voucher that was of little practical value and did not compensate for the issue.

What makes this even more frustrating is that I previously had a similar experience with one of FREENOW's competitors. Their customer support responded much faster, investigated the case properly, and provided a far more reasonable and customer-focused resolution. The difference in service quality was significant.

Customers expect transparency, fairness, and accountability when something goes wrong. In my case, I experienced none of these. Based on my experience, FREENOW's complaint handling and customer service fall well below expectations.

I will think twice before using FREENOW again and cannot recommend the service based on this experience.

Good driver arrived on time very professional, nice luxury car.
Thank you

Their service is satisfactory, quick to respond and at your door at exactly the time of booking.

Drivers are overcharging via the app. I contacted customer services to have the overcharge refunded but they haven’t got back to me.
I have found it better to pay the driver direct but you need to double check what they put into their machine. I have had drivers who add a few euros to cover bank charges.

Another 2 weeks have passed and I'm still waiting to hear from someone via the Chat about over charging me! I was assured on 14Aug that someone would get back to me. It's now 30th and I'm still waiting for some decent customer service! Appalling. Beware users, and move to Bolt/Uber.

I have been using freenow for years via the app. It's not always been reliable but now they want me to give them my bank card for storage. The option to pay driver directly either with card or cash has disappeared. Is this legal? Can they force us to leave our card details with them.? Also, they take your money before you receive the service so what happens if the driver cancels? How do you get your money back?
It all seems like this company is controlling and bullying 😔