FlixBus / FlixMobility
Reviews and Complaints

My daughter took flixbus from Amsterdam to London on the 24 October 2018
we pay 2 e on line for her extra luggage.
when she arrived at the station in Amsterdam the driver told her your suitcase is too heavy, even so he did not weight it or lift it.
he told her to pay 27 e and did not take card payment, she run to the machine that only gave 20 e so she withdraw 2x20 e so a total of 40e.
he told her that he will leave without her if she is not back in 5 mn even so she left her luggage.
he then ask her to put herself the luggages, and took the 40e, he told her i have no change and that he will give her at Bruxelles where they will make the changement.
i thought it look weird so i directly contact the customer service, they excuse the behaviour of the driver and told me extra is 9 e and that i paid already for it and that the driver needs to give her a receipt at bruxelles.
At bruxelles she ask for her change and recepeit he gave back the change and said he could not provide a recepeit and she needs to give her, her email address and he will send it later on.
since no email has arrived.
like i told the flixbus customer service he was not even suppose to charge us(and like they say it is 9e not 27e) it took advantage as my daughter is 15years old he might have keep the money for him.

Hi. I had bought a 2 tickets this week to get from Brussels to Lille but unfortunately yesterday, 20th October 2018, the bus which was meant to depart at 8am, was delayed by 4 hours and an email sent at 8:59am said that the bus was to leave at 12pm. I chose to cancel the tickets and only got a voucher of 5.99euro despite having paid 11.22euro for the tickets. Is there any way I can get a refund in money or at least a voucher of the full price and not just the 5.99€ as it is not fair that my travel plans were disrupted due to no fault of mine and I ended up suffering loss of €5.23? This would be the desirable resolution for my complaint.

The route delayed by 4 hours was Connection 712, Direction Nantes, booking number [protected].

I hope you can cooperate and we find the best solution for both as I would like to be encouraged and have reason to use your services again in the near future.

Thanks and good day,
Ilenia Agius

To whom it may concern,
Booking number
#[protected]

On the 18th of October I was traveling from Dresden(Germany) to Kolding(Denmark) with a transfer in Berlin(Germany) and the ticket was booked as a complete route.I was going back home from vacation .When I was traveling from Dresden to Berlin my bus was late for 3 hours and i was late for my connection to Kolding.Now the problem is that the flixbus didn't assure the transportation to Kolding, no ! I got the massage which said we booked you on the bus to Flensburg(Germany) and there you can take a train.Flensburg was not my destination Kolding was.Flixbus service cannot just say "take a train there to your destination" because that is what i got when my bus was late, If I wanted to take a train I would go with the train not with the bus. I didn't have money to buy the ticket because I left my credit card by accident at home so my boyfriend needed to come and get me, so driving and paying for the gas that was not necessary all because flixbus didn't do their job and how it said : " we guarantee transportation to the booked destination " yeah maybe if you're destination is 150 kilometers away from the booking you made.

I have been waiting to receive a survey from you about our ride on October 10; however since one has not come I am completing this form.

My partner and I took the 9:30 am bus from Vienna to Budapest on October 9, booking number [protected]. The trip was not on a FlixBus but instead another company. There was no Wifi on board and this was a tremendous inconvenience. We are from Canada and it is expensive for us to use our phones in Europe so we were counting on the on-board Wifi to do some travel planning for our time in Budapest. Unfortunately, we were not able to do so. You advertise free Wifi and yet we did not benefit from this service.

We would appreciate reimbursement for our trip as it did not meet our expectations.

Thank you

Lisa Droppo

Date: Oct 2018
Booking number: [protected]
Place: Hamburg Airport

I have booked the Flixbus trip from Hamburg airport to Luebeck departing at bus stop area B at 1125 on 3 Oct but then I found a message on the app that the bus will delay for 55mins, so I went to the bus stop area B at 12pm and waited there until 1330. I saw 3 flixbuses altogether during 12-1330. Two came at around [protected]. One parked at area B and one parked at area C. I asked the driver at area B and she said the bus was going to Kiel, not Luebeck. Then I went to check the bus at area C. There was an A4 paper in the front window written 272 Kiel, at the back of the paper its written Hannover, so I think its also the wrong bus. Then I asked the driver at area B and another driver helped checked for my bus and he said it will come in 10mins. After some minutes, the bus at area C left. So I waited for another half hour. Then I called the customer service and the staff said the bus will come soon and I should just wait. Then at about 1330 the 3rd flixbus came and the driver also said its only going to Kiel. I called the customer service again and finally she was willing to check and replied that my bus has arrived at around 1225 and left already after parking for some time. Then we figured out it should be the bus which parked at area C with the paper written 272 Kiel. There was no further bus going to Luebeck on that day and I had to take trains instead with my heavy luggage and wasted 3hrs. I am absolutely angry about all these happenings and strongly request an apology and full refund of my ticket. Thank you very much!

- Date of incident: [protected]
- The bus left on time from Berlin at 11.20 am. However, the driver presumably took the wrong exit on the highway or followed the wrong direction. The traffic was smooth, but because of the delay we missed the ferry at 15.00 and had to wait for the next one at 17.00. As a result the bus arrived at 21.35 in Copenhagen, being 1, 5 late.
During the trip there was no information provided about the delay or timeplan, as the driver did not speak English, German or Danish. It was not possible to communicate.
- It was an unsatisfying experience.

Reference no: [protected], Annelies u Herbert Endrullis
Reference no: [protected], Anna Marie u Stephen Fleming

We booked flixbus from Stuttgart Flughafen to Frankfurt Hahn Airport for the 26/09/18.
We were informed that The bus from Stuttgart to Mannheim was delayed by ca 55 mins but in fact it was 1 hr 10. We did not make the connecting bus to Hahn.
I rang customer several times from the bus explaining that we needed to get the connection in order to make our flights. The only alternative they could offer was a bus at 14.00, but our flights would have been gone by the time we reached the airport.
The customer service representatives were rude and unhelpful. The bus driver was also unhelpful and didnt speak English or German
We had no alternative but to take a taxi, which cost us 220€.
We booked it a complete journey with your company to take us to Hahn arriving at 10.50, which did not happen.
We want to be reinbursed for the stress caused and the cost of getting to Hahn.
I have attached the taxi quittung.
Yours sincerely,
Anna Marie Fleming

We were charged quite a bit of money for transport to Pisa airport, but the bus was outsourced to another company who wouldn't drive into the airport and wanted us to take a shuttle into the airport. Called flixbus who wouldn't even pick up the phone. Eventually they did and said this is the rule and there is no way they would take us in, but we weren't told this at the time of booking. It seemed odd as the same company picked us up right from the airport so don't know why we couldn't be dropped off. And it was inconvenient for a big group with lots of luggage to make the transit. The lady who answered the phone didn't seem to care about the problem at all and said she had to stick to the rules. That is also OK, but none of this information was given to us when we booked the coach! Plus we were picked up from within.

Eventually we spoke to the driver from the company which flixbus had outsourced who was a nice guy and dropped us off close to the airport... but flixbus were adamant and there were communication problems.

It wasn't so bad for us, so we don't want a refund, but can't let them get away with arrogance!

To whom it may concern,

This is to complain about the extremely inappropriate and unlawful behavior of one of your employees. I and another passenger are currently considering pressing charges against the company and demand that serious measures be taken.
On the 23:15 bus from Naples to Florence on the night between Thursday 20th and Friday 21st, on of the three employees on board (young, with dark hair, did not drive during the ride) engaged in inappropriate sexual behavior qualifying as gross indecency. Me and another person were sitting in the seats behind and clearly saw him engage in masturbating, above and later under his pants. The perpetrator was clearly aware that I could see him, as he had previously lowered and angled his seat in such a way that I could see his crotch, and had also turned around a couple times. This also leads me to believe the act was directed towards me particularly as I was the only one who could see this area from my seat. The second person had to lean a little to be able to see. Because of the fact above, it is also likely that this individual was deliberately and consciously behaving in such a way, making them liable for gross indecency under Italian or German law.
Two colleagues were present, leading us to believe that the company does not seriously deal with this kind of behavior, which is unacceptable.
Again, we wish to express our outrage and demand serious measures be taken against this kind of traumatizing behavior and to educate your employees so no one has to be victim of such gross indecency.

Sincerely,

Camille Fiadzo

(dusseldorf x heidelberg = [protected]) doesn't arrive and none status were showed in app. No body was able to take this.

When ask another bus to heidelberg the driver scan our cod and said me I can't do anything for you, you have to call to flixbus call center.

I called to callcenter, but in the automatic attendance were only in german. My colleague called to flixbus, but they said to book another bus and fell the form on flixbus on website.

Then I do this, [protected] (dusseldorf x heidelberg).

I'm not believing on it, you cause me a problems since today?

I want my money back, because I booked a ticket, I was there, more people were there, and others buses rejected our request to go to heidelberg, the drives were totally rude and intolerant, and sometimes mocking us for disturbing them. I felt completely frustrated to trust on you.

Waiting for my money back

I was travelling from Milan to Florence on Monday 17th on a booking ref no. [protected] with my friend James. Halfway through journey we stopped off in a deserted service where we went to the toilet. I asked the driver how long and he said 10 minutes. After 10 minutes the driver walked past us and said we need to go. I was paying for my coffee. As soon as I paid I walked back and the driver drove off leaving us behind and taking our stuff on bus. We called customer service and they said we either make our own way down or file a lost and found even though I said everyhting I have is on that bus. She said itll take 14 days. I then messaged the customer service on facebook and they ignored my messages after responding to two messages.

Bare in mind we are foreigners, with no luggage, in middle of nowhere and the closest town was 40 minutes and the closest train was 50 minutes. There was no walking path due to motor way.

What annoyed me the most is another flixbus happened to pull in 5 hours later. We explained our situation and they called head office where they were told that we need to pay over 35 each. We explained all our stuff is in the bag on the bus which is now in Rome. He said sorry and got on the bus and drove off. This bus was going to Florence. I don't understand how a company could be so immoral, rude and inconsiderate.

Despite whose fault this is, we are paying customers in a foreign country. There was clearly a big problem here and the main priority was to find a solution. Instead of finding a solution by letting us on the bus with evidence of our ticket, the decision that was made left us stranded and back to square one. It was getting dark, we had no clothes for warmth and no chargers for our phones or to transfer money. We ended up paying 150 euros for a taxi. I would like to take this complaint further and redeem compensation. This was the worst service I have ever received in my entire life and my friend and I were put at risk despite whose fault it was. We were under the care of flexibus yet we were put in a situation of risk twice.

First of all, the bus got more and more delay on the way.
I did this route many times between Krakow- Budapest but this is the first time without proper stop in Rozombek ( SK).
But the most annoying is no announcements at all : greetings, informàtion about stop ( how long ) and why !
I must say that I am quite unsatisfied about today's FlixBus services.

Bus ride Erfurt-Frankfurt

The bus was supposed to leave Erfurt at 15:10. It arrived at 15:40 after which the bus driver (who was exceptionally rude) took a 30 minutes break. That means the journey started at 16:10 instead of 15:10.
My friend and I are currently on the bus and we have a flight Frankfurt-Zagreb at 21:55. Our tickets were funded by the EU as a part of Erasmus+ project the two of us have participated in.

Our question is, in case we miss our flight, what kind of rights are we entitled to?

Dear Sir/Madam,

We are a group of researchers who after our conference and research came to Berlin and were on our way to Zurich. We decided to use your buses for our trip. At first your bus driver did not provide any information in English considering there were people of other languages on the bus as I had previously experienced on your other buses. When we wanted to board the 23:00 N06 bus from Berlin to Zurich, some of our luggages were over weight. Unfortunately, your bus driver was disrespectful in issuing this matter and started threatening us in front of everyone at the station. He threatened that he would not let us on the bus with the most disrespectful manner and gestures he could use. Also, as clear from his gestures and behavior, started mocking and being disrespectful in German and Turkish. He unfortunately was really aggressive and came up to me and started shouting at me and pointing his finger in my face. Later on without weighing all the luggages and giving any sort of receipt, with force and threat he got four, 9 euros from us.
As we all experienced the worst bus ride in our lives, we want the money that was forcefully taken from us and acceptable apologies for the disrespectful behavior as according to your regulations our passenger rights have been violated.

Regards,

Mir

Good evening,

We have booked two tickets with your company: flixbus.

I have booked these two tickets for 12, 30 am on the 9th of september. It means in the most of west sides countries 00:30 am. We can complaint and demand it in any Court in this continent but I know the difference between A.M and P.M. This is not clear.

First, we have arrived early to the station at 23:30 - FlixBus departures in Paris - As soon as we arrived, we have showed our tickets to the drivers and they mentioned that our tickerts are for tomorrow at 12:30.

I was very careful when I booked it online in order to do it properly for 00:30. Let me insist you, but this is not clear on the website. I would like to have the full refund in my account, if it is possible before tomorrow. Otherwise, I would claim in any Tribunal of Europe. This is not a trustful, fairness and transparent company for customer rights.

Secondly, we should feel luckier because the drivers allowed us to acces to the bus subject a payment. This payment for two people was 137 euros. We were not agree with this price and they propused us a cheaper ticket which was 110 euros.

Finally, we have got in the bus for those 110 euros for two tickets. They have not given us any receipt, ticket or any evidence of our payment by cash, as well as they could not accept credit card. This is completly ilegal. In case we have any accident or any issue along the way, we do not have any evidence for an insurence company.

I have recorded a video on alive by a social media which prove our journey in this bus company and in this transport.

As I mentioned in other paragraph, I want the full amount of these tickets as soon as possible.

I am looking forward for your response,

Thank you very much and kind regard,

On the 11 August 2018 I tried to make a booking but despite having paid for the tickets the booking was not made.

I sent a total of 5 emails and even made overseas call to the call centre regarding the issue. Call centre couldn't help because it's not their field.

My email attempt at contacting them to receive a refund was only met by automated reply that state the payment was not received and no proof of payment was given even when I attached transaction receipt and my bank statement.

Although I don't think posting this here will change anything since they completely ignored my solid proofs.

Yesterday I have booked a ticket with flix bus from Skopje to Belgrade. I purchased a ticket from my mobile app and from previous flix bus experiences around europe the driver upon boarding the bus was always able to scan my digital ticket through the app well and everything was always good. However, in Skopje to belgrade, the bus driver would not let me on due to "me not having a reservation". I clearly purchased a ticket and had a digital bar code. Luckily, my friend who spoke the language was able to argue with the bus driver for some time until he realized I was not going to pay the Macedonians extra for letting me on the bus. So after 30 minutes of arguing, he allowed me to board the bus without checking my ticket or any proof of payment. I believe I would have had to pay extra if it wasn't with a company of a person who argued on the language of the bus driver.
Flix bus, please do not cooperate with countries that scam people and do not cohere to business policies and disrespect your customers.
cut partnerships with Macedonia and Serbia and others who are scamming your customers and ruining your reputation.
-your loyal customer

booking number: [protected]
Sunday 12 August 2018
From Offenburg to Darmstadt at 18:05

Hello
I want to complain about this strange thing I have experienced with flixbus.
I waited in the station for 4 hours and the bus did not show up at all.
half an hour before departure time I got an email that the bus gonna be half an hour late, and one hour later got another email that its gonna be 1 hour later! an dafter that nothing!
After two hours passed, I called the customer support and they said it should be there at any moment, please wait!
One hour had passed and it never showed up, after 3 hours and a half I called again and they didn't even have any idea themselves whats going on and after waiting for 10 minutes on the line they said that the bus has already passed that town and is 30 km away!
They said book a train ticket or wait for the next bus the day after at 18 again!
I asked to book another ticket to Frankfurt for the day after but I lost my appointments for Monday morning and got into so many trouble at work.
There were even some people there who did not have any place to stay overnight and still the customer support was telling them to wait even more cause the bus will come soon!
Is there anyone who can explain this? I am really pissed.

The trip i speak in reference to has a booking number of: [protected]

My complaint, which i have tried contacting you about 3 times already, is with regards to the extra charge of 9 euro that I paid for my luggage. I would like a refund for that amount.

The driver asked me to pay this extra charge and when I asked why he showed me a CABBIN LUGGAGE and said this is the luggage i am allowed. I disagreed with him and told him ive been on 2 other trips before this with flix bus WITH THE SAME LUGGAGE and none of them said anything.

Booking references: [protected] & [protected]

My luggage is within WEIGHT AND DIMENSIONS limit and i say this with confidence for both because when I reached rotterdam i immediately weighed and measured my luggage.

I was not the only person who had to pay. The driver even fought with 2 ladies at the Brussels stop.

I have contacted you via forms twoce before and received prewritten emails.

PLEASE READ THIS EMAIL and respond accordingly.

Thank you.

I bought a ticket for a Flixbus from Oakland, CA to Sacramento, CA, that was supposed to depart at 8:10 AM, Monday August 14. I arrived at the stop, exactly where they told me to wait on their provided map, at 7:55 AM. Another passenger was already there, also waiting for the Sacramento bus. We waited together until 9:45 AM. No Sacramento bus ever came. Another Flixbus stopped at 8:45, heading for LA, and boarded passengers. Two Mega buses also came to that stop. Our bus simply never came. There was no information on the website or through the notification service about where our bus might be.

When I contacted customer service, they claimed their GPS system recorded the bus as being "there" from 8:12 to 8:20. Well, I was there, physically and with another passenger, and there is absolutely no way that the Sacramento bus stopped at our stop at that time. I have three possible explanations: one, the company is lying to me; two, the company gave their driver the wrong address for the Oakland stop; or three, the company provided me with wrong address for the Oakland stop. Although, since a different Flixbus stopped at that location, it makes no sense to me that I would have been at the wrong place. In all three scenarios, the company is at fault. All I want is a refund of my ticket price. But I will NEVER use this company's services again.