Luxembourg’s Leading Carsharing Service: FLEX

All windows and doors must be fully closed. Make sure that the vehicle is in an area with good reception. Check that your phone has an active internet connection. If these steps do not resolve the issue, you can try cancelling the rental via Bluetooth by deactivating your mobile data. If you still need help, please call our FLEX servicecenter +352 2883 3882.

Make sure that you have an active reservation for the vehicle. Your smartphone must have a good internet connection and Bluetooth must be activated. Make sure you are using the FLEX app to open the vehicle. If you still cannot open the vehicle, contact our FLEX Servicecenter +352 2883 3882

All windows and doors are fully closed. Make sure that the vehicle is in an area with good reception. Check that your phone has an active internet connection. If these steps do not resolve the issue, you can try cancelling the rental via Bluetooth by deactivating your mobile data. If you still need help, please call our FLEX servicecenter +352 2883 3882.

The charging cable is generally locked during charging or when the vehicle is locked. Therefore, first open the vehicle using the app, then remove the charging cable from the vehicle.

Some charging stations have a fixed cable. At all other charging stations, the cable must be pulled out of the charging station, stowed in the boot and taken with you.

First, please check if your question is answered by the following Q&A. Additionally, our customer service team can always be reached at support@flex.lu or via the hotline (+352) 2883 3882.

It’s very simple; start the old Flex app on your smartphone and confirm the message for the update. If this message does not appear, please uninstall the old app and simply search for the “FLEX Carsharing” app in the Apple App Store / Google Play Store on your smartphone and download it.

As soon as the new app is ready, each customer will receive an activation link by email. This will allow existing account data (e.g. bookings) to be automatically transferred by users. They will then be asked to enter a new password. Important: existing credit card information will not be transferred and must also be entered again.

Confirmed reservations from 11.03. onwards will automatically be transferred to the new app. However, to be on the safe side, please check this again.

The language of the FLEX App automatically adapts to the language set on the smartphone and cannot be changed.

Please navigate to the customer portal at www.flex.lu via Login. At the top right of your profile, select a suitable location. All vehicles available at the station will be displayed there. We generally recommend making bookings via the app, as it makes the process easier with numerous other functions.

You can access the selected subscription at any time via the navigation (three dashes) on the app. There you will find the currently selected subscription under “My profile” at “Select subscription”.

Customers who have booked a liability reduction for 50€ in the past 6 months will automatically be credited with 50€ travel credit.

Customers who booked a liability reduction for 50€ 7 months ago will automatically receive a travel credit of 25€ on their Flex account.

This credit can be activated and used in the booking process in the payment step under “Redeem discount code”.

Existing travel credits will be transferred to the new system. The credit can be activated in the booking process in the payment step under “Redeem discount code”.

If the fuel level is below 30% before returning the vehicle, you must refuel it. There is an Aral fuel card in the glove compartment that you can use to refuel at all Aral, Total Energies, and BP stations. You can find the PIN for the fuel card in your app under the current reservation.

At several stations electric vehicles are at your disposal. This video shows how the recharging works and how to proceed. > watch the video <

You don’t have to pay for the fuel yourself, but you do have to fill up using our ARAL / ROUTEX cards. You can find a list of all petrol stations (ARAL, BP, TotalEnergies in Luxembourg) that accept ROUTEX fuel cards here: https://www.routex.com  > watch the video <

In this video we explain what you have to consider before and after the ride. > watch the video <

Start the app, select the station, set day and time, choose your preferred vehicle and drive off! > watch the video <

“Where do I register?”, “What documents do I need?”, “Can I drive off immediately or do I have to wait for confirmation?”. The video explains the registration process step by step. > watch the video <

The most important information that you should know as a client before making a reservation explained in 40 seconds. > watch the video <

How does carsharing work? We explain step by step the individual stages from registration to completed reservation. > watch the video <

The customer contract (subscription) can be canceled in writing by email to support@flex.lu.

An “upgrade” (switching to a higher-tier subscription) and a “downgrade” (switching to a lower-tier subscription) can be done at any time through the driver profile under the “Select subscription” menu item in the FLEX app.

You must be in possession of an EU-recognized driver’s license or present an international driver’s license (along with the original driver’s license). In addition to an international driver’s license, a current certificate of residence is also required.

Yes, of course. All you need in addition to your valid driver’s license to become a FLEX customer is a current certificate of residence.

It is allowed to drive FLEX vehicles outside of Luxembourg also in Belgium, Germany, France, and the Netherlands.

Please inform us by email (support@flex.lu) what you found, when, and in which vehicle. Photos are also welcome.

You can contact the FLEX Servicecenter by phone. We can then open the vehicle for you to retrieve your forgotten item. Please note that this does not entitle you to a ride.

Alternatively, you can make a reservation yourself to retrieve the item. Then let us know by email that this reservation was only to remove the item, and we will then cancel the invoice and refund the costs.

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

You can charge your electric car at any Chargy charging station in Luxembourg using the available charging card from the glove compartment. To find eligible charging stations abroad with the charging card, you can use the enodrive zen map to locate them.

State of the art: It automatically switches off after 20 minutes.

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.

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

If you use FLEX, 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.

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 listed in your active reservation of the vehicle.

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.

No, the timely return of the vehicle guarantees the smooth running of the car sharing system. However, reservation extensions (via app) are possible if the vehicle is not already booked by another person. In the event of late return, CFL Mobility will charge fair play fees accordingly.

Place the car in the reserved parking space and turn off the lights and power. Lock the car with your FLEX App. Check if the doors, windows and boot lid are locked. You want to return your car before the end of the reserved time? Don’t forget to end your reservation if you drop off early.

For security reasons, the immobiliser is activated once the engine has been off for five minutes. Simply lock and reopen the vehicle in the FLEX App using the function Intermediate stop. The vehicle can then be restarted via the ignition.

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

• 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).
• Inform our FLEX Servicecenter

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

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 Servicecenter immediately on (+352) 2883 3882. Fair play charges will apply if you return your car late.

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

Attention: In an underground car park, the vehicle has no reception, so reservation changes cannot be made.

At any time, simply click Interrupt journey in the app, lock the vehicle and unlock it again later and continue driving.

For your safety, please observe the following points:

• Check the vehicle carefully for new damage, dirt, and other irregularities (e.g., cigarette smell …) and report these cases before starting your trip using the “Report damage” function in the FLEX app. Otherwise, you are liable for damage to the vehicle that you may not have caused yourself. Already known damages are marked with a sticker or noted in the app.
• Make all necessary settings in the car before starting the vehicle.
• Turn on the lights.
• In winter, make sure that all windows have a clear view.
• Pay full attention to traffic, especially from the moment you start driving.

Please report the damage immediately in the FLEX App using the corresponding function in the booking that is active at the time.

Make sure you are at the station where you also reserved the vehicle.

If so, please contact the FLEX Servicecenter (+352) 2883 3882. They will do their best to assist you.

As soon as a reservation for a vehicle is active, you can open and close it directly with the FLEX App on your smartphone.

You can choose between certain vehicle when making a reservation.

Reservations can be made around the clock until shortly before the desired use, but at most 30 days before the start of the reservation.

Always allow enough time so that you can always return the FLEX vehicle on time. CFL Mobility charges fees for late returns.

Reservation changes and cancellations are possible at any time via the app. Please note any fair play fees that may apply.

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

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

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

The deductible depends on the chosen subscription.

In the Basic plan, the deductible is a maximum of €1,500 per incident. It is possible to reduce the deductible from €1,500 to €300. This option costs €1.99 per reserved hour and must be selected by the customer themselves in the app. In addition to the deductible, the Basic subscription may incur additional costs.

In the Basic Plus and Gold subscriptions, the deductible is a maximum of €300 in each case.

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

The parking ticket is sent to CFL Mobility. The offender is identified, and the police will be informed. You will then receive the ticket directly from the police. The processing fees according to our Fairplay rules will be charged to you by CFL Mobility.

If you receive a parking ticket for illegal parking and pay it immediately, you will not be charged any processing fees by CFL Mobility.

We calculate charges according to how far you travel and how long you have the car.

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

Yes. Only FLEX customers can use our cars.

No, you have to return the FLEX vehicle back to the departure station.

There is only a maximum usage period of 72 hours. A minimum of 1 hour is fully charged to compensate for the expenses.

Your FLEX customer number will be emailed to you after your online registration. If you lose it, our FLEX Servicecentre can help you by phone (+352) 2883 3882 for assistance.

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