FlixBus Customer Service Issues

Hello, I previously requested a refund due to a canceled train journey, which was promptly processed for the train tickets totaling 6 euros. Now, I kindly ask for a refund for the more costly bus tickets as we had to opt for them to return to Hamburg after the unexpected disruption in travel plans. Our original intention was a same-day round trip with the planned arrival in Hamburg by 19:00. However, the cancellation led to an extended stay in Bremen for approximately three additional hours, causing us to return around 23:30. Additionally, I received an email from you offering a complimentary trip back to Hamburg. I can provide a copy of this email for reference purposes. The bus tickets amounted to 15.98 euros. Best regards, MM

Hello, I sent the following message on July 19th, with the hotel document attached per your website instructions, to request a refund for my unused FlixBus ticket. I am still waiting for the refund to be processed. Can you please expedite this? I need to purchase another Flixbus ticket and I'm awaiting the resolution. Thanks, Sergio. Message sent to FlixBus on July 19th, [redacted]: Booking number: [redacted] Specify how you can assist me I purchased two Flixbus tickets recently but couldn't use the return trip (booking number: [redacted]) due to unfinished work. I tried to cancel the trip on the Flixbus website beforehand but encountered issues. Since I couldn't make the journey, I am requesting a refund for the unused booking. Consequently, I had to stay overnight in San Diego (details in the attached hotel confirmation). Thanks, Sergio.

My partner and I received Flexbus vouchers from your company for our [redacted] trips that we couldn't take due to travel restrictions from New Zealand. The vouchers expired in March [redacted] before we could travel to the UK and Europe, but we plan to visit in [redacted]. Could you please extend our vouchers until December 31, [redacted], so we can use them when we travel next year? I'm happy to email our expired vouchers for your reference. Looking forward to your response. Thank you. -GK

My wife had reserved a seat on today's bus departing from Gainesville, FL at 1:55 am with Atlanta, GA as the final destination. Unfortunately, there was confusion regarding the location of the Gainesville stop for FlixBus, and my wife ended up at the city bus depot a mile away from the actual FlixBus stop on Archer Rd. She is traveling on a tight budget to get our son to a drug rehab facility, and now she is struggling to get back home. We are reaching out to see if there is any way to transfer the cost of her ticket for today's morning bus to the one scheduled to leave tomorrow (Monday, August 23rd) at 1:55 am. I know my wife is at fault for the confusion, but we are facing a difficult time and I am hopeful for any assistance you can provide to help her get back home. The ticket number for this morning's bus is [redacted], and the email used is [redacted] Thank you for your consideration and any help you can offer.

Booking number [redacted]: I contacted you about my seating problem during my recent trip. The person I spoke to refused to move seats that I had paid for, claiming no assigned seating was available. Another passenger had booked a seat and was asked to move, causing a tense situation I didn't want to escalate in front of my 7-year-old daughter. I called and was told to message as a refund couldn't be processed over the phone but was unable to get a refund for the unsatisfactory trip from Birmingham to London. This was my first time traveling with my child on your service. My return trip to Birmingham from London was uneventful. I hope to have this matter addressed promptly since I have already tried to report it once and waited a long time on the phone. I look forward to your response. Thank you, Parveen.

Hello, my name is R. Toledano. I wanted to share my recent travel experience from London to Bath with a friend. Despite the attractive deal for a £2.99 coach round trip, our return journey was quite disappointing. The return coach got canceled suddenly, leaving us stranded and stressed. I tried contacting customer service several times but was only met with automated messages and no assistance in sight. Without a proper notification, we were forced to purchase expensive train tickets totaling £77 to get home. I found the lack of support and communication from customer service distressing, considering the circumstances. I have evidence of these extra expenses and the cancellation and urge the company to reimburse the £77 for the train tickets. This experience has left me unimpressed, and I believe the company should reconsider its customer service priorities. I hope to receive a prompt response regarding this matter. My order number is #[redacted]. Thank you for your attention.

I am currently facing an issue related to lost luggage presumably due to your driver's negligence. During my trip, a grey small suitcase and backpack went missing. I received an email stating that the backpack has been located and is being held by Whippet Coaches Limited in Cambridge. Unfortunately, the whereabouts of my suitcase remain unknown. This situation is distressing, especially considering the circumstances of how I was left behind at one of the stops. I emphasize that the responsibility for the lost luggage lies with the driver, not with me. The treatment I received as a passenger, being left without my belongings, is completely unacceptable. I urge you to promptly update me on the status of my suitcase so that I can move forward with resolving this matter. It has been 11 days since the incident, and I am eager to have this matter resolved swiftly. I provided the relevant details of the route and the lost luggage report in hopes of expediting the process. I also inquired about the return of my backpack from Cambridge to London and who will cover the courier expenses, as I believe it is unfair for me to incur these costs. Your timely response on these matters would be greatly appreciated.

Yesterday around 6:20 p.m. at Basel-Mulhouse Airport, I accidentally left my large turquoise and white striped sun hat near the bus stop while putting on a jacket. I got distracted by my luggage and forgot to pick up my sun hat. I suspect it might have ended up in the luggage compartment of a Flixbus as passengers were loading and boarding when I went back to look for it, but couldn't find it. I wasn't a Flixbus passenger myself but heading to the parking lot. I don't have a booking or connection number, but there was a Flixbus at the bus stop around the time I mentioned. I would appreciate any feedback. Sincerely, E.L.

Dear Customer Service, I purchased a ticket from Ulm to Frankfurt for 16 euros, but I was unable to use it to board the bus. As a tourist in Germany, I was confused about the issue. I ended up buying another ticket from the bus driver for 36 euros after explaining the situation. Although I did not receive a physical ticket from the driver, he took a photo of my ID card. I would appreciate your assistance in obtaining a refund for the extra ticket I had to purchase. It was puzzling to me why my initial ticket was not valid for the journey. Best regards, Ibolya Emődi

Order Number: [redacted] Dear Sir or Madam, On Monday, I canceled my trip via email requesting a voucher of 8.48 euros with a 3 euro penalty as per the terms and conditions. However, after receiving the email below from your services, there has been no further communication despite my follow-ups. Today, I contacted your platform as advised and was instructed to reach out to customer service, hence this message. Upon canceling my trip today, I was surprised to find a voucher for 6.48 euros instead of the expected 8.48 euros. Therefore, I kindly request another email confirming an additional 2 euros to align with the initial agreement. Thank you in advance. Best regards, Mme. DE FARIA CURADO Email received from your service below: [redacted] Mon, Sept 6 at 14:03 Hello, Thank you for your email! Unfortunately, a refund to your bank account is not possible because the cancellation fee is 15 EUR, exceeding the amount you paid. We can offer you a refund in the form of a voucher minus 3 EUR in fees. This voucher is valid for a year and can be used for multiple trips within our network for your upcoming vacations. It can also be shared with friends and family. Please let us know if a voucher worth 8.48 EUR works for you, and we will send it promptly. Feel free to reach out if you need any assistance. Best regards, Daniel from FlixBus

I am requesting a refund for a bus I had reserved. I arrived at the pick-up location at 5:50AM for the 6:00AM scheduled departure. After waiting until 6:20AM, I realized the bus must have departed early. The website policy states that buses cannot wait for late passengers, yet if the bus is meant to leave at 6:00AM, shouldn't it depart at the correct time? While I understand the need to adhere to the schedule, it should leave promptly at the scheduled time. Despite checking the app, it only indicated the bus was "on time," which was not accurate based on my experience. The lack of clear communication regarding the bus's actual departure time is concerning.

Dear Flixbus team, I recently traveled from Ferrara, Italy, to Zagreb, Croatia, with a transfer in Trieste. Although I had a negative COVID test, the driver of the second bus refused me entry because my test would expire during the journey. I had to get another test in Trieste to continue my travels. Upon booking another Flixbus from Trieste to Zagreb, I experienced confusion at the bus stop as the bus did not arrive as scheduled. After a long wait, I had to book yet another bus for my journey. The booking numbers are #[redacted] and #[redacted], and I kindly request a refund for the inconvenience I faced during my trip. Best regards, Barbara

I had a ticket to head home to Connecticut on Saturday at 11:15 AM. Unfortunately, my father passed away on the day of my departure, leaving me stranded in Connecticut. I'm trying to reschedule my ticket for tomorrow morning at 11:15 AM, as I have been attempting to do since before my original bus left. I've been under a lot of stress and just want to get back home. I have been trying to contact an agent since Saturday morning when my bus was about to depart. I just want to leave tomorrow.

I am writing to express my dissatisfaction with FLIXBUS. I purchased a ticket for a round trip from Berlin to Roma with a layover in Munchen. The trip from Berlin to Roma went smoothly, but my return trip was a nightmare. Upon arriving in Munchen at 10:30 PM, I was supposed to catch a connecting bus to Berlin scheduled for 1:30 AM; however, the bus never arrived. Despite multiple attempts to seek information from FLIXBUS drivers, no one could provide any updates. By 3:45 AM, after trying to contact FLIXBUS via phone, I was finally able to speak with a representative named "Bastro." He initially suggested taking a train to Berlin, but I had no means to pay as I didn't have Euros, cash, or a usable card in Europe. He then mentioned going to a hotel to exchange money, which seemed unreliable. Ultimately, he rescheduled my bus for 9:30 AM, an 8-hour delay causing significant inconvenience. Promising to email me a new ticket, he failed to follow through, leaving me feeling frustrated and lost.

Hello, I'm writing to share a disappointing experience I had with your company during my recent journey from Victoria to Leeds on Wednesday, 22nd of September at 1:30. It was my first time using Flixbus, and despite a minor delay and a pleasant interaction with the driver, I was greeted by a strong smell of vomit once onboard. Additionally, the seats I reserved were taken, forcing me to find an available seat at the front. The journey was further disrupted as the initial bus couldn't continue due to a brake light issue and the replacement bus had a broken fire door. Communication was lacking, and there was uncertainty about the wait time for a new bus. As a DJ with a crucial performance in Leeds, I couldn't risk waiting and potentially missing my set. I had to take an alternative route, incurring additional costs for an uber and train, approximately £40. I can provide evidence of these expenses along with my Flixbus ticket. I hope for a compassionate response and improved customer service to restore my trust in your company. Thank you for your attention to this matter. Sincerely, Danielle

Several of us were waiting for the 9:55am bus at 5th and Townsend in San Francisco. None of us saw the bus or received any updates. Upon checking the Flix app, I noticed the bus was already in Oakland. I contacted customer support, but they mentioned they couldn't provide a refund or re-book since the bus had reportedly been at 5th and Townsend. We had been at the stop since 9:40, but none of us witnessed the green FLIX bus or had any interaction with their staff.

Currently on the bus to Paris. It's 13:52. We just stopped in Kortrijk. Boarded in Breda at 10:35. No COVID check. Many passengers without face masks on the bus. Asked a few people near me to wear their masks. At the Kortrijk stop, asked two young ladies behind me to wear masks for the third time. They moved to the back. No enforcement from the driver. Just a brief announcement in Breda to wear masks. Feeling unsafe in terms of COVID risk and lack of driver intervention.

I mistakenly booked 3 tickets for the wrong day and paid extra for seat reservations together; as a disabled individual needing to sit with my partner/carer. Upon correcting the date with an upcharge, the system allocated random seats, not together. I tried the live web chat but was disconnected before resolving my query. Now I see that I could book new seats together. I need the allocated seats to be corrected since I already paid for reserved seats. I am disappointed with the unhelpful web chat service as I had to wait for a generic response and was disconnected after replying. I hope for a prompt response before the coach is full.

Hello, I would like to inquire if it's possible to take the CPR test now and receive the results later tonight. I need to travel on the bus to Toulouse this evening and can show the test result when it's available. I had a negative test yesterday, but it might not be valid for this evening. I am unvaccinated due to health reasons, have not been in contact with any infected individuals recently, and unfortunately, I cannot afford a hotel. I must return home to Brussels urgently. I plan to get vaccinated once I'm back home. My name is Nathan Van den Broeck, I am 18 years old. Thank you in advance, any help would be greatly appreciated. Have a wonderful day!

Good evening, I made a reservation with you for a trip from Salamanca to Lisbon (Oriente) departing at 9h40 on 23/12 (reservation number: [redacted]) that I originally booked on 12/11. However, I recently found out that a family member could drive me to Lisbon that day. The ticket cost me 16.99 euros. Would it be possible to exchange this trip for a journey from Lisbon to Salamanca for the same price? I am uncertain about the exact date, but would it be feasible to receive a voucher to make a booking for a different trip? I am eager to receive your response. Best regards, M. Silva