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Updated July 2026 · real, multi-region App Store reviews
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The verdict on

Freenow by Lyft

40
User verdict / 100 High confidence Divided

FreeNow by Lyft users frequently report significant discrepancies between quoted and final fares, unexpected additional charges, and unresponsive customer support, despite some positive experiences with driver availability and service in specific cities.

4.8★ lifetime (51,392) Free to download since 2011 by Intelligent Apps GmbH updated 0.1 mo ago recent negative 61% 120 reviews across 4 regions
Pricing Discrepancies Customer Support Driver Reliability & Behavior Geographic Performance App Functionality & Bugs
5★250
4★19
3★32
2★54
1★420
recent reviews across 4 regions, vs the 4.8★ lifetime average

FreeNow by Lyft is a ride-hailing app that connects users with local taxis, aiming to offer an Uber/Lyft-like experience in Europe and other regions. While some users find it easy to use and effective for quick rides in certain cities, a significant number of recent reviews highlight issues with inflated fares, hidden charges, and a lack of effective customer support for resolving disputes.

What users like

  • Easy to use app interface, similar to other rideshare servicesR2R27R49R91
  • Good availability and quick pickups in specific cities like Rome, Athens, and BarcelonaR6R13R28R35
  • Drivers are often described as professional, courteous, and helpfulR18R20R21R23
  • Pre-booking option is available and can be reliable in some casesR71R93R96

What users complain about

  • Final fares frequently exceed initial estimates or taxi meter readings, sometimes by double or moreR3R5R7R14
  • Customer support is largely unresponsive, relying on chatbots with no human assistance for critical issuesR1R7R11R16
  • Drivers frequently cancel rides, especially pre-booked ones, or fail to show up, leading to inconvenience and missed plansR4R8R12R15
  • Users are often charged cancellation fees even when the driver cancels or is at faultR1R10R55
  • Issues with drivers taking wrong passengers, demanding extra cash, or exhibiting rude/unprofessional behaviorR16R30R31R33
  • Difficulty finding pickup spots, especially at airports/train stations, and GPS tracking issuesR26R42R43R56
  • App has bugs, including issues with sign-up codes, remembering searches, and incorrect local time for bookingsR25R267R341R478
  • Promotions and discounts are often misleading or do not apply as advertisedR40R69

Latest update · v13.46.0

What the developer says changed (the verdict above weighs this against what reviewers report):

Keep your Freenow app updated for the smoothest rides yet. We're always improving to make your journeys effortless and reliable. What's new: - Behind-the-scenes polish and fixes Love the updates? Share your thoughts with a review.

Recurring themes

Pricing Discrepancies negative
Many users report being charged significantly more than the initial fare estimate or the actual taxi meter reading, sometimes double the expected cost. Additional 'service charges' or 'intermediation costs' are often added without clear explanation, leading to frustration and feelings of being scammed. This issue is prevalent across multiple countries like Italy, Ireland, and the UK.R3R5R7R14
Customer Support negative
A major complaint is the lack of effective customer support. Users consistently report being trapped in endless loops with chatbots, unable to reach a human agent for serious issues like overcharges, driver misconduct, or fraudulent charges. This leads to unresolved disputes and significant frustration.R1R7R11R16
Driver Reliability & Behavior negative
Many reviews describe drivers canceling rides last minute, failing to show up for pre-booked trips, taking wrong passengers, or demanding extra cash outside the app. There are also reports of rude behavior, not using air conditioning, or taking longer routes. This contradicts the developer's claim of 'effortless and reliable journeys'.R4R8R10R15
App Functionality & Bugs negative
While some find the app easy to use, others report various bugs including issues with sign-up codes, difficulty remembering previous searches, incorrect local time for bookings, and lagging live updates for driver tracking. The app also sometimes struggles to find available drivers even when many are nearby.R4R25R29R56
Geographic Performance mixed
The app's performance varies significantly by location. Many users praise its effectiveness and availability in cities like Rome, Athens, and Barcelona, finding it a great alternative to Uber/Lyft. However, it receives strong criticism for poor service, lack of drivers, and overcharging in places like Ireland, Spain (Madrid/Valencia), and Paris. It is also noted as not being wheelchair friendly and having limited service areas.R3R6R8R13

Who it's for

FreeNow is for travelers in major European cities like Rome, Athens, or Barcelona who need a quick taxi service and are comfortable with potential pricing discrepancies or dealing with unresponsive customer support R6R13R28R35. It is NOT for users who prioritize transparent pricing, reliable pre-bookings, or responsive customer service, especially if traveling in Ireland, Spain, or Paris where service is often reported as poor R3R8R15.

Evidence note: The recent reviews skew heavily negative, with a 0.612 recent-negative signal. This contrasts sharply with the lifetime rating of 4.79748. The developer's notes mention 'behind-the-scenes polish and fixes,' but recent reviews frequently report critical issues like crashes, unresponsiveness, and pricing discrepancies, suggesting these fixes have not addressed the core user complaints. The high volume of negative reviews about pricing and customer service across multiple regions indicates a widespread and persistent problem.

Frequently asked

Does FreeNow charge more than the taxi meter or quoted price?
Yes, many users report being charged significantly more than both the initial fare estimate in the app and the amount displayed on the taxi meter, sometimes double the expected cost R3R5R7R14.
Is FreeNow customer support helpful for issues?
No, customer support is widely reported as unhelpful, with users often unable to reach a human agent and being stuck in automated chatbot loops, even for serious issues like overcharges or driver misconduct R1R7R11R16.
Can I rely on FreeNow for pre-booked rides?
Pre-booked rides are often unreliable, with drivers frequently canceling last minute or failing to show up, leading to missed appointments and frustration R4R59R108R283.
Does FreeNow work well in all European cities?
No, FreeNow's performance varies significantly; it is praised for good availability and service in cities like Rome, Athens, and Barcelona, but heavily criticized for poor service, lack of drivers, and overcharging in places like Ireland, Spain (Madrid/Valencia), and Paris R3R6R8R15.

What reviewers actually said

Built only from these 120 real reviews (foreign ones translated). Superscripts jump to the quote here. Apple has no per-review links, so [ref] opens that app's reviews on the App Store.

  1. [R2] 4/5 · US Option for app: One thing that might be helpful is right before you hit confirm pickup, you can also review your time and date option. Other than that the app is easy to use and have enjoyed it.
  2. [R27] 5/5 · US Works well: Works like Lyft. The The GPS and ride assignment works better than the other taxi app I tried.
  3. [R49] 4/5 · US Easy peasy: Easy taxi service app
  4. [R91] 5/5 · US Easy to use taxi service: Great taxi service experience. Very easy to use from start to finish, professional drivers, and the app makes booking and tracking rides simple and convenient. Reliable, smooth, and stress-free transportation. Highly recommend!
  5. [R6] 5/5 · US Great App - Must Have in Athens: This was amazing to have, and it allowed my family, and I had to travel flawlessly throughout the city on our four-day vacation.
  6. [R13] 5/5 · US Great service: Painless way to get around in Spain!
  7. [R28] 5/5 · US Great option in Rome to get around quickly: Good option in Rome especially when it’s not easy to walk around in the summer heat. I have been getting a ride in less than 5 minutes
  8. [R35] 5/5 · US Dependable and Easy to Use!: It’s our first time in Barcelona! Upon arrival, the app appeared and was easy to access! Drivers are accessible and price is reasonable. Drivers were courteous and can speak English. Thanks!
  9. [R18] 5/5 · US Prompt pickup...clean vehicle and pleasant driver.: I would use this app again. Lots of traffic but driver maneuvered through it well. We were dropped off a block before our destination due to "no vehicle " restrictions, but he gave us good directions. Love this app. Good driver.
  10. [R20] 5/5 · US Very Flexible: Great driver. Very flexible.
  11. [R21] 5/5 · US Very friendly: Quick to arrive and friendly interaction along the way. Made the process effortless and comfortable.
  12. [R23] 5/5 · US Muhammad was great: He made the ride enjoyable he was very personable…
  13. [R71] 5/5 · US Alex: We pre booked, our driver was early and we had a great ride!!!
  14. [R93] 5/5 · US Quick Easy Affordable: All our rides were on time. Cabs were clean. Fares were known upfront. Pre booking for next day was great. I used the “driver notes “ to help the drivers expectation. 5 ⭐️
  15. [R96] 5/5 · US Great Service: Booked a ride for 4 am and driver was early which was great. Smooth ride. Good conversation and got to my destination in plenty of time
  16. [R3] 2/5 · US Don’t use in Ireland: If you use this in ireland be prepared to pay for 3 Euros fee plus artificially inflated cost for the ride. Try to hail a taxi if at all possible as they are then required to charge you what shows on the taximeter. 90 percent of the cabs won’t even start taximeter if u call them via freenow app and they charge you the max price show on the app. Don’t be fooled by the range sh
  17. [R5] 1/5 · US 2x fare: The fare on the meter was 12.20 eur and free now charged me 22 eur
  18. [R7] 1/5 · US Taxi meter does not match what you’re charged.: (Italy) Every ride we took, the amount I was charged was double what the taxi meter read. €9 ride? €20. €20 ride? €48. The price breakdown doesn’t actually break down the fare, it just notes the overall cost as “trip value,” and “intermediation cost,” with no additional information as to how they came to that number. I reached out to support through
  19. [R14] 1/5 · US Random up charge??!!: The app quotes $12 then charges $50 after the ride. It’s done it three times. For one ride - it charged me twice. Scam alert!
  20. [R1] 1/5 · US driver cancel sometime and charge $5: no where to complain and find help , I tried find support and no one every responded , asked for human assistance and then no more response.
  21. [R11] 1/5 · US SCAM: The driver to whom they connected me charged me by their meter instead of by the app. When I tried to contact Support, I was trapped into an endless loop with their chat bot, no matter how many times I requested a human.
  22. [R16] 1/5 · US Beware! Dishonest drivers gaming the system: Used this app 4 times in London with only minor issue on last ride, but got scammed twice in Italy. The estimates were fine, but the drivers overcharged what their meter displayed at the end of the ride. First time was resolved quickly but it happened again when I pre-booked a ride to airport; it has been 2 weeks and still have not gotten a response fro
  23. [R4] 1/5 · US App Lies Don’t bother: Downloaded the app. Went to book a ride and the app said we have a driver and they are 5 mins from you. Great let’s book. Sorry no drivers available. I made plans based on the promise of a ride. If it would have been honest I could have planned around that but it decided getting a new customer was more important than accurately letting me know if a ride would be available. I
  24. [R8] 2/5 · US Bad in Spain: Works horribly in Spain. Can never get drivers to pick up the ride requests, and when they do they take forever. It is way easier to just hail a cab from the street.
  25. [R12] 1/5 · US Bad: Takes forever to find a ride. Other apps are way way better
  26. [R15] 2/5 · US Not good in Spain: Had some decent experience with this app in UK in the past but terrible in Madrid and Valencia - never got a ride even at quiet times
  27. [R10] 1/5 · US Charges on cancellation: This App charges €5 even if you cancel the ride. The driver was driving away from me and I have waited for 12 minutes then I cancelled the ride and I was charged.
  28. [R55] 1/5 · US Fraud: The driver never picked me up, drove away, and still charged me for the ride. This is fraud and completely unacceptable
  29. [R30] 1/5 · US Drive took wrong passengers: Driver took the wrong passengers and we were forced to to walk to make our train on time and I was charged.
  30. [R31] 1/5 · US Worst experience from a rideshare ever: Hi, I’ve been using ride shares from a long time (Uber), and while traveling I wanted to give Freenow a try. Please don’t. My driver stopped in the middle of the trip saying that there was too much traffic and it wasn’t worth it for him money-wise. I was charged the full price. I contacted support for a refund and the bot said it wasn’t possible but I could
  31. [R33] 1/5 · US If anything goes wrong, don’t expect help.: App was good for calling a taxi. I chose to pay the fixed fare so I knew what I was going to pay. Taxi driver claims the app has the wrong fees and just demands more money. Says there is an extra charge for Sunday, won’t give luggage back until you pay. No idea if the driver is right or wrong, but I tried contacting help, got an automated bot. Said i
  32. [R26] 1/5 · US Horrible: First time using it in Rome, the app charged me €12 more than what the meter said. I messaged Freenow, and they say they're processing a refund for the difference. But not using again. So shady. Also, it was a mess getting picked up because the driver was given the wrong location.
  33. [R42] 2/5 · US Not the best experience at Heathrow: I needed transportation into London from Heathrow and I’m partial to Lyft, so I set up Freenow before my flight. The rideshare apps usually just direct you to the rideshare pickup area in the airport and then the driver pulls up and gives you a row number or some form of locator. Freenow told me to go up to level 5, which was departures. The driver arrives an
  34. [R43] 3/5 · US Not airport, yes city: Do NOT take freenow taxis from the airport or train station. Finding the pickup spot is hard. Definitely use freenow for in the city. If you just grab a taxi on the street they don’t tell you how much and charge a lot more then freenow.
  35. [R56] 1/5 · US Pick-up location doesn’t respect my setting: Do better
  36. [R25] 1/5 · US Never sends sign up code: Can’t sign up because it never sends sms code. Fix your lousy app
  37. [R267] 3/5 · GB OK ish, many bugs though: This is a basic app with many bugs, some of which can be material (like changing your home address and sending the taxi 10 minutes away). Don’t use when the journey is important, it’s too risky. Kisses many functions of higher quality services like Uber, Bolt, inDrive and Kareem.
  38. [R341] 3/5 · GB So frustrating to use: Doesn’t remember previous searches, endlessly tries to spellcheck what you type, which is useless when it’s place names! I gave up after a couple of tries in disgust.
  39. [R478] 3/5 · GB Local time incorrect: Booking in a different zone is confusing. The app assures you that the collection time set is the local time but it is not. I booked a pick up at Heathrow while in Vienna and the confirmation email was an hour earlier than the requested time. Had to cancel and rebook, factoring in the hour difference. Annoying and frustrating
  40. [R40] 1/5 · US Misleading promotions, zero customer support: I downloaded this app while I was visiting Greece. They promised better prices than Uber and a 50% off the first ride. Neither was true! And their help chatbot promised to have a live customer rep follow up - still no word. This service is one to avoid!
  41. [R69] 1/5 · US Bait and switch: I was offered 50 percent of the first ride which never appeared after clicking on the coupon. Scammed me out of 10 pound.
  42. [R29] 2/5 · US Great interface but doesn’t find rides: Lyft recommended FreeNow for Europe and the app interface and UI are great. But it lacks at the most important part: finding rides. I used it 3 times in 2 different countries. Only 1 was able to find a ride. The other 2 would search for about 3 minutes and could not find a driver to accept the ride. Even though there were about a dozen vehicles around me. Wh
  43. [R59] 1/5 · US BEWARE: Me and my family had pre booked a trip to the airport from our Airbnb and out driver canceled 5 minutes before pick up time. Just know they can do that !!!
  44. [R108] 3/5 · US Prebooking doesn’t prebook!?: Very frustrating experience on vacation. We pre-booked a taxi for 8 AM the day before. The app says we will get driver details by 7:50 AM. At 8 AM we get a notification that all drivers are busy, but the app is “working hard to find us a driver. “ I canceled and walked 30 minutes instead.
  45. [R283] 3/5 · GB Great service when it works….: I use Freenow on a regular basis. And can be very good. But when it’s either late or busy during the day, a booking may be confirmed, but after waiting for long time it may be just cancelled. Without considering that that customer situation is and/ or without any information how or why it was. That has happened many times. However, on many occasions when it was a gre

Synthesized from 120 recent App Store reviews · updated July 2026 · View on the App Store