Have a question? Check out our FAQs

General questions

Do I have to be over a certain age to use the FLEX service?

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Yes. You must be at least 18 years old and have a valid driving licence to use FLEX cars.

What happens once I’ve registered for FLEX?

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You’ll receive your welcome email a few minutes after registering online. We’ll need to confirm your identity to complete your registration. Please take your application completion letter to any CFL/Mobilitéitszentral ticket office, and make sure you have your driving licence and ID card with you.
You’ll receive your FLEX card there and then, and you’ll get a confirmation email shortly afterwards from CFL Mobility. Now you’re ready to start using the service.

Where can I find my FLEX customer number?

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Your FLEX customer number will be contained in the email you receive once you’ve visited the ticket office. If you lose your number, call our FLEX Service Centre on (+352) 2883 3882 for assistance.

Does the FLEX service have any minimum or maximum time limits?

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You’ll be charged for a minimum of 30 minutes each time you use a car.

Can I drop off my car at a different location?

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In other words, can you pick up a car at, say, Wasserbillig and drop it off at Ettelbruck? Unfortunately that option isn’t available right now. We haven’t launched our One-Way service yet. You’ll need to drop off your FLEX car at the station where you collected it. We’ll be introducing a One-Way service in the near future.

Do I have to be a FLEX customer to use the service?

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Yes. Only FLEX customers can use our cars.

Prices and charges

What do your prices include?

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Our prices per hour and per kilometre are comprehensive. They include fuel, servicing, repairs, insurance, admin, tyre changes, parking charges, vehicle tax and VAT.

How do you calculate your charges?

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We calculate charges according to how far you travel and how long you have the car, depending on the type of car you’re using. You can also book packages (pre-defined time and distance).

I think I might have incurred a speeding fine. What happens now?

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CFL Mobility will receive the fine notice. We’ll identify who was driving and pass the information on to the police, who will then contact you directly. Please report the offence to our FLEX Service Centre in advance on (+352) 2883 3882. CFL Mobility will charge you a handling fee.

Insurance

What does the FLEX insurance policy cover?

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As a FLEX customer, you have comprehensive motor insurance covering public liability, unidentified third-party liability (casualty and collision, with excess) and occupant insurance.

How much is the excess?

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The excess is capped at €900 per claim. If you take out our low excess option (for €50 per year), your excess will be capped at €300 per claim. You can also choose a lower excess when you register online. If you decide to sign up for our low excess option at a later date, simply call our FLEX Service Centre on (+352) 2883 3882.

Does the low excess option cover everyone in my household?

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No. FLEX customers must sign up for the low excess individually. The option is tied to your customer number.

Booking

How do I book a FLEX car?

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You can book a FLEX car online, using the app (iOS or Android), or by calling the FLEX Service Centre on (+352) 2883 3882.

Where can I download the FLEX Carsharing app?

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You can download our free app from Google Play or App Store.

How do I amend or cancel my booking?

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You can amend or cancel a booking online, using the app or by telephone. Fair play charges may apply if you amend your booking.

How far in advance do I need to book?

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You can book a car at any time, up to a few minutes before you want to use it. Always leave yourself enough time to return the car promptly. You’ll incur extra charges if you return it late.

How do I book a specific model?

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You can book a vehicle category (electric or petrol) but you can’t choose a specific model.

Before your journey

How do I get into a FLEX car?

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Scan your FLEX card against the reader on the windscreen (white sticker) and the car will unlock automatically.

What happens if the car I’ve booked isn’t there when I arrive?

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Call the FLEX Service Centre on (+352) 2883 3882 for immediate assistance.

I’ve noticed some damage to the FLEX car before setting off. What should I do?

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You must call the FLEX Service Centre on (+352) 2883 3882 to report any damage immediately.

What should I look out for before I set off?

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For your safety, check the following points:

  • Check that the car isn’t damaged before you get into it.
  • Make any adjustments you need before starting the engine. Put the seat and steering wheel in the right position, adjust the mirrors, find your favourite radio station, set the temperature, put on your seatbelt, etc.
  • Switch on the headlights.
  • In winter, make sure you can see clearly out of all the windows.
  • Pay attention to other road users at all times.

During your journey

Can I stop off part-way through my journey?

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Yes, you can stop off whenever you like. Simply use your FLEX card to lock the car, and to unlock it again before resuming your journey.

Can I make a new booking or amend an existing one during my time slot?

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Yes. You can extend, curtail, cancel or bring forward your booking via the FLEX Carsharing app.

Alternatively, you can call the FLEX Service Centre on (+352) 2883 3882 and we’ll take care of it for you.

I’m going to be late returning my car. What should I do?

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If you need to keep the car for longer, make sure you amend your booking before the end of your time slot. If that’s not possible, call the FLEX Service Centre immediately on (+352) 2883 3882. Fair play charges will apply if you return your car late.

Can I smoke in a FLEX car?

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No. FLEX cars are strictly non-smoking. Fair play charges will apply if you breach this rule.

What should I do if I’m involved in an accident?

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Call the FLEX Service Centre on (+352) 2883 3882 and we’ll explain what to do next.

  • Stay calm.
  • Call the emergency services on 112.
  • Make the immediate surroundings safe (switch on your hazard lights, deploy the warning triangle).
  • If anyone is injured, move them to a safe place and deliver first aid (there’s a first aid kit inside the car).

Can I carry my pet in a FLEX car?

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Pets are allowed inside FLEX cars, provided they are kept inside a suitable carrier. Fair play charges will apply if you breach this rule.

I pressed the start/stop button to switch off the engine while on the road (e.g. in heavy traffic or at a level crossing). The engine won’t start again.

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Don’t worry, this is completely normal. For security reasons, the immobiliser is activated once the engine has been off for five minutes. Simply scan your FLEX card against the reader to switch the engine back on again. You don’t even have to get out of the vehicle. The reader will recognise your card if you scan it from inside.

At the end of your journey

What should I do once I’ve dropped off my FLEX car at the station?

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Leave the car in the reserved parking space, remembering to switch off the headlights and other electronics. Scan your FLEX card to lock the car. Check that the windows are closed and the doors and boot are locked.

Can I return my car after the end of my booked time slot?

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No. The carsharing system relies on users returning their cars on time. You can extend your booking (using the app or by calling the FLEX Service Centre on (+352) 2883 3882), but only if your car hasn’t been booked by another user. Fair play charges will apply if you return the car late.

Do I need to clean my FLEX car?

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It is your responsibility to clean any obvious dirt from the car during your time slot. You are also expected to remove all waste from the car when you return it. Fair play charges will apply if you breach this rule.

Do I need to return the FLEX car with a full tank of fuel?

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The fuel tank must be at least one-third full when you return the car. Fair play charges will apply if you breach this rule. You can find the fuel card in the glove compartment. The PIN code is in your confirmation email.

Payment

What does a FLEX invoice look like?

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If you use the FLEX service, you’ll receive a daily invoice. The fee will be charged to your credit card. You’ll also receive a separate invoice for any fair play charges you’ve incurred. You can see all your invoices and your account balance by logging into the customer portal.

I can’t find one of my invoices. Can I get a copy?

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Yes. Log into the customer portal to view or download your recent FLEX invoices.

Cars

Are FLEX cars winter-ready?

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All FLEX cars undergo a winter service, where we fit winter tyres and add anti-freeze to the screen wash. You’ll also find an ice scraper inside the car.

The radio isn’t switching off automatically (BMW 118i).

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This is a problem with the vehicle set-up. The radio switches off automatically after 20 minutes.

How do I charge an electric car?

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Business customer offers

Are there any special offers for business customers?

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Here at CFL Mobility, we aim to provide a carsharing service that works. That’s why we deal directly with our customers and potential partners – institutions, businesses and local authorities.

If you’re interested in FLEX, Carsharing by CFL, please write to us at b2b@flex.lu

Miscellaneous

Lost property

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If you’ve left something inside the car, call the FLEX Service Centre on (+352) 2883 3882. You’ll get a free 30-minute booking so you can go back and collect your property. You won’t be able to drive the car during this type of booking.

Found property

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If you find someone else’s property inside the car, call the FLEX Service Centre on (+352) 2883 3882 and we’ll explain what to do next.

I’ve lost my FLEX card. What should I do?

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If you lose your card, call the FLEX Service Centre immediately on (+352) 2883 3882 so we can block it. You can then go to a CFL or Mobilitéitszentral ticket office to collect your new card. A replacement card fee of €10 will be charged to your credit card.

Travelling abroad

Can I drive my FLEX car in another country?

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You can use the car to travel anywhere within the Greater Region (Luxembourg, Saarland, Lorraine, Rhineland-Palatinate and the German-speaking community of Belgium), provided you obtain permission from CFL Mobility first. Foreign travel is only allowed in the following countries: Germany, France, Belgium, Netherlands, Switzerland and Austria. CFL Mobility reserves the right to amend this list at any time.  As a customer, it is your responsibility to comply with road traffic law, the highway code and driving licence rules while using the car abroad.

Can I sign up for FLEX if I live in another country?

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Yes, of course. To register for the service, all you need is a valid email address and a credit card.

What driving licence do I need to become a FLEX customer?

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You must be in possession of a driving licence recognized in the EU or present an international driving licence (+ your driving license). As an alternative to the international driving licence, a currentcertificate of residence (+ your driving licence) is also accepted, which your municipality (in Luxembourg) can issue to you.

My subscription

I’ve forgotten my PIN code. What should I do?

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Log into the customer portal or use the app to request your PIN code via email or SMS. Alternatively, you can call the FLEX Service Centre on (+352) 2883 3882.

How do I change my PIN code?

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In the customer portal, go to “Profile” then “Change my PIN”.

How do I change my subscription package?

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Log into the customer portal and click “Services”. You’ll be redirected to the “Change my package” page. Choose the package you want then click “Select my package”. If you need help, call the FLEX Service Centre on (+352) 2883 3882.

How do I cancel my subscription?

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You can cancel your FLEX subscription whenever you like. Simply write to us and we’ll cancel your membership at the end of the following month. If you cancel your subscription, you’ll also be cancelling your low excess option (if you took out this option). You won’t be refunded any of the low excess fee you paid.

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