FlixBus Customer Service Issues

Subject: Refund Request for No-Show Reservation: [redacted] I am writing to address the unfortunate incident linked to my booking (#[redacted]) for a trip to Geneva on 25/05. On 24/05 at 11:56 am, I received an email confirming the trip. Despite the confirmation, upon arriving at the bus station in Paris, I encountered severe inconveniences. The departure board and my mobile app displayed the bus information, but the bus remained delayed without any estimated time of departure. Eventually, I was informed by a Kupers driver that the bus was untraceable, and I was required to provide a ticket reference number. It was then revealed that the trip was canceled the previous evening with an email notice, advising me to explore alternative options. The lack of timely communication led to unexpected expenses and disruptions to my schedule. Unfortunately, I had to arrange for accommodation last minute and secure a train to Geneva for my 9 am meeting. Due to these unforeseen circumstances, I am seeking a refund for the attached ticket. In the past, I have appreciated receiving SMS notifications for trip modifications, a service that was absent in this instance. I kindly request a refund through a check, cash, or a direct bank transfer to the account specified below to prevent similar occurrences in the future. Thank you for your attention to this matter. Sincerely, P.N.

I originally booked a journey from London Victoria to Manchester at 10:00am on 13/06/22. I then paid £11 to change the journey to London Victoria to Manchester at 23:59 on 12/06/22. However, I received notice the following day that my booking has been adjusted to the 21:30 London Finchley Road to Manchester due to no seats being available on the midnight journey. When I paid to change the journey, there were supposed to be seats left as the change was successfully processed. This change is highly inconvenient for me as I have plans to attend a big event at Wembley Stadium, and arriving an hour later may cause me to miss the last act. I am disappointed and find it unacceptable and unprofessional for my booking to be changed after I paid the extra fee and there were still seats available. If the coach for the original booking is still running, I kindly request to be placed back on it. Thank you.

I am attempting to book tickets from Coventry to London Victoria for travel on 21st June, returning on 1st July, with reserved seating. The total cost is £50.92. However, every time I try to pay with my credit card, I receive an error message stating that my bank has declined the transaction. This issue has occurred with both my cards and my husband's card. We urgently need to reach London to start our vacation as the trains are currently on strike. I have contacted my credit card company, and they confirmed that the payment was initially accepted but then later canceled by Flixbus. I am unsure why this cancellation has happened.

I was thrilled to learn that there's a new express bus service to Vancouver. I used to take the Bolt Bus frequently, making eleven trips in one year, most of them to visit family in Pemberton. The convenience of avoiding weather and traffic issues and arriving in time for dinner was perfect for me. However, the current bus service leaves too late, makes numerous stops, and includes a 2-hour layover in Seattle, causing it to reach Vancouver close to 8:00pm, which is too late for onward connections. I wonder if there's a possibility of early morning runs being added based on demand, similar to the Bolt bus schedule. The earlier departure and reasonable return time of the Bolt Bus were very convenient. I sincerely hope you consider expanding the schedule to accommodate travelers better. Traveling the Northwest with an efficient bus service like this is invaluable.

Dear Customer Service, I would like to address an issue I encountered with booking my ticket from Split to Sarajevo. On June 13, I initially attempted to purchase a ticket online for July 18 but did not receive a confirmation for the transaction. Upon retrying on my mobile phone, the booking went through, resulting in two bookings ([redacted] and [redacted]) and charges for both. When I attempted to cancel one booking, it resulted in a voucher instead of a refund. I contacted the call center and was informed I would be refunded for one booking ([redacted]). However, on June 15, I noticed charges for both bookings, each at a different price of 58,28. I kindly request assistance in refunding the duplicate charge and also addressing the discrepancy in pricing, resulting in an extra charge of 3,28. Thank you. Best regards, P.N.

I purchased a ticket for my grandson, and somehow my name got printed on the ticket instead of his, even though I'm positive I entered his name correctly. I've been trying to contact someone regarding this issue as he is set to fly tomorrow. I would appreciate a refund for my original ticket as I had to buy a new ticket for him at double the cost. Unfortunately, I have not been able to reach anyone despite leaving multiple messages through various channels. My name is S. Briggs, and I purchased the ticket for S. Briggs. I had to buy an additional ticket at a higher price due to payment issues on your website. I would have preferred to pay a nominal fee to correct his name on the ticket. He has alternative forms of identification if necessary. I am requesting a full refund. Thank you for your assistance as I hope you can improve your customer service.

Hello, I made a reservation for a bus from Luxembourg to The Hague on the 19th of June. I recently received an email from your company stating that my ticket for L834 on Sunday, the 19th of June, [redacted], was canceled due to operational issues. I tried contacting your customer service but was unable to get through. I would appreciate it if you could provide me with a new bus ticket free of charge, as I need to return to the Netherlands promptly. Due to the cancellation, I had to purchase a new ticket from Luxembourg to Eindhoven for €32.99, which was significantly more expensive than my original booking for €6. This resulted in extra costs of €32.99, and I also experienced a double charge issue amounting to a total of €65.98. I believe a refund of €65.95 is in order to cover these expenses. I look forward to your prompt response. Thank you, JK

I need urgent assistance with a number of bookings made through your website. I have made a booking for a flight and a hotel stay in Paris from August 15th to August 21st. I have also booked a rental car for the same period. Unfortunately, due to a family emergency, I need to cancel these reservations as soon as possible. I have tried contacting your customer service by phone and email, but have not received a response. It is urgent that I receive assistance with canceling these bookings and arranging for any refunds that may be due. Please respond promptly to help me resolve this matter before the scheduled travel dates. Your prompt attention to this issue is greatly appreciated. Thank you, E. Davis

Dear forum members, During my recent trip from Rome to Brussels with a bicycle, I encountered significant delays on my Flixbus journey, resulting in a missed connection in Basel. Despite the absence of traffic congestion or other known issues, the bus arrived two hours behind schedule. Regrettably, I was unable to reach anyone by phone or in person for assistance, leaving me no choice but to take the train to Brussels. This lack of communication and assistance from Flixbus has left me extremely dissatisfied. If appropriate compensation is not provided, I intend to share my disappointing experience on various social media platforms. This unforeseen and upsetting situation has shaped my perception of Flixbus, a company I once believed to be modern and customer-friendly. Best regards, P. C. [redacted] [redacted]

To the FlixBus Operators, I am reaching out to inquire about our recent bus ticket purchase made on 6 July between 9:50 pm and 11:00 pm South African time. A total of R1407.87 was charged to my credit card, but I have yet to receive our booking confirmation and tickets for the bus journey from Basel, Switzerland to Florence, Italy. Unlike our previous booking experience from Barcelona to Paris on 5 July, I have not received the necessary details for our upcoming trip. I will provide screenshots of our Google search history to illustrate the transactions, along with the debit of R1407.87 to my credit card by FlixBus. Kindly assist in providing either the booking confirmation and tickets or refunding the amount so we can proceed with re-booking. Thank you for your help. Best regards, Jeanette Kane

Dear Customer Service, I recently bought two tickets (Booking number [redacted]) for my son and his friend, Baltrus A. and Kajus B., for a train journey from Brussels-North to Vilnius, Lithuania on July 5th at 8:55 PM. The trip was supposed to arrive at Vilnius Savanoriu prospektas on July 7th at 8:35 AM with a transfer in Warsaw. However, during the 4-hour and 55-minute layover in Warsaw, the boys were not allowed on the bus to Vilnius by the driver who claimed "this is not our ticket." Due to this issue, the teenagers had to wait overnight and purchase a new ticket the next morning at 6:00 AM. I am shocked by this incident and would like an explanation as well as reimbursement for the Warsaw-Vilnius leg of the trip. Any assistance in resolving this misunderstanding would be greatly appreciated. Thank you, Jurga

My husband and I traveled from Amsterdam to Brussels without any issues two days ago. However, when boarding our return bus from Brussels to Amsterdam today, we encountered a problem with my name because I haven't updated my passport with my husband's last name yet. We had made the booking under the name Camille Schmidt instead of my maiden name Camille Wall. Despite providing our marriage certificate as proof, the bus attendant insisted it was invalid. Had we been informed during our initial trip, we could have made the necessary arrangements for the return journey. The attendant failed to show us where it stated on the website that the name must match the ID exactly, nor did he explain why the marriage certificate was not acceptable. We were told we had to pay €36 for a new ticket. The attendant was unhelpful and lacked empathy. Subsequently, we discovered that we could have updated my name online instead of purchasing a new ticket, information that the attendant neglected to share with us.

During our recent trip from Amsterdam to Brussels, my husband and I encountered an issue on the return bus journey due to a discrepancy in my name. The attendant insisted on using the name "Camille Wall" from my maiden name, although our booking was under "Camille Schmidt" since I have not updated my passport with my married name yet. We presented our marriage certificate as proof, but he claimed it was invalid. Despite our willingness to comply and the lack of prior notice, the attendant demanded €36 for a new ticket. He was unhelpful and failed to provide clear information from the website regarding ID requirements or the possibility of using a marriage certificate. I even inquired about using alternative ID, but he refused, insisting only on a passport.

Hello, Today, my mother and I had purchased 2 tickets from Munich to Strasbourg for the 8:15 departure. Regrettably, the bus arrived 60 minutes late, causing us to miss our subsequent connection to our final destination. I am seeking compensation for this delay in accordance with our passenger rights, as outlined on your website. My name is Emmanouela D., and my mother's name is Anna X. Booking number: [redacted] Thank you in advance!

I recently purchased tickets from Dusseldorf DOZ to Paris Bercy Seine through the flixBus app. My payment went through, but I have not received my ticket or any confirmation email from flixBus. I have been attempting to reach their customer service without success. The website mentioned a refund to the bank account, but I am more interested in receiving my ticket promptly. Please look into this matter and send me my ticket. Thank you, Riya

Dear Flix Bus Company, I encountered a series of issues while booking my bus ticket online using my PayPal credit card. I bought a one-way ticket from Los Angeles to Old Town San Diego for $19.98 plus tax but did not receive a voucher despite my payment going through. After contacting my bank, I was advised to rebook the trip. The second attempt was successful. However, when I tried to purchase a return ticket later, I experienced more problems. I tried to change the trip schedule using the correct trip number and email address, but the system showed no record of my trip. When I showed up for the bus on time at [redacted] Congress St. in Old Town San Diego, the bus and driver were nowhere to be found, leading me to resort to taking an Amtrak back home. The overall experience has left me extremely frustrated, and I hope we can resolve these issues promptly. Please communicate with me via email to address these concerns. Thank you, Lou Bloomstone

On July 2, [redacted], payment was made for two tickets for the 12:20 pm bus reservation [redacted]. However, I was not informed that the bus was cancelled, and I was left stranded at Gayley and Strathmore Place in LA. I spoke with Agnes regarding this issue and I am seeking either a credit replacement or a full refund. I would also like to know the cost of replacing my trip with Amtrak and a second taxi. It was crucial for me due to work commitments and you put my health and training at risk. This situation feels fraudulent, and I ask for a prompt resolution. Could you please provide me with a refund form and information on bus services running from San Francisco to LA, along with their prices? The lack of communication and misinformation from your call center have led to a dangerous and disappointing experience, failing to deliver on the service promised.

Dear Flixbus, I was hoping to visit Forte aventura amusement park in Tarragona, Spain, using Flixbus as the shuttle service for a day trip, as I read it's possible to reach there within 24 hours. Is it feasible to go to Forte aventura in Tarragona for a day and return the same evening or the following morning with a return ticket? Regarding travel through France, I understand I need to have a valid antigen test within 24 hours before the outbound journey. However, I am unsure if another test is required for the return journey from Spain through France to the Netherlands, especially if I am asymptomatic. I've checked the French government website, but I find it confusing and cannot seem to get clear information. There are reports of needing to travel from Tarragona to Barcelona for testing and then back to the bus stop, resulting in a substantial time loss. This process seems quite complex and inconvenient. Thank you for your assistance. Kind regards, Emma Master

Dear Customer Support, I am reaching out to address the unfortunate incident that occurred during my trip from London to Amsterdam on July 4, [redacted]. I will spare the specifics as I believe you are already aware of the heated exchange involving the drivers and a passenger. A member of our group had to intervene and assist with translation, causing considerable stress and a sense of insecurity during the journey for me and my companions. The delay of 3 hours resulted in us having to arrange and pay for a taxi to reach our hotel, marking it as my most unpleasant travel experience. Regrettably, this incident led to a delayed start to our vacation and influenced our decision not to return on the coach. I am requesting a full refund for the round trip as a gesture of recompense for the distress we endured. I also suggest sending an apology email and processing the refund promptly, as your responsibility as a service provider is to ensure customer satisfaction. I am hesitant to use your service in the future based on this experience. With concerns about safety, the police involvement, and the significant delays, I believe a full refund is warranted for both legs of the journey to and from Amsterdam. As proof of the incident, I have videos available. I kindly request a refund to be issued to my bank account directly rather than in the form of vouchers or credits. My booking number is #[redacted]. Thank you for your attention to this matter. Sincerely, [Initials]

On July 19, [redacted], my wife, S.S., and I booked a Flixbus (Booking #[redacted]) from Birmingham (Colmore Circus Queensway Stop SH9) to Manchester (Shudehill) at 9:10 pm. After waiting for 2 hours and 20 minutes without receiving any cancellation updates, we had to arrange a cab in the middle of the night to return to Manchester. This resulted in us missing work and causing significant stress, inconvenience, and financial loss. We were disappointed by the lack of communication and assistance from customer service. We are requesting a refund for the bus ticket, reimbursement for the cab cost (£[redacted].79), compensation for the missed day of work (£[redacted] each), and any other necessary actions to resolve this situation promptly. All relevant documents are provided for your reference. Thank you for your attention to this matter.