FlixBus / FlixMobility
Reviews and Complaints

Hi Team,

This is with reference to ticket booking from London to Paris on 6th May, 2018. The departure while booking was mentioned as 22:00 hrs and I planned my journey from Northampton as timing mentioned above. Later on the e-ticket the timing were 21:00 hrs which caused great confusion and we missed our bus. Finally we had to cancel our entire journey planned long back. All cancellations of tour passes and hotels were not worth.

4th May, 2018

I have cancelled my booking with FlixBus and then they sent me a voucher. I have requested them to refund me as I don't have Schengen Visa. Also, I am an international student and will be back in my country couple of months later. Basically, I don't have any opportunity to use this voucher. I cannot give it to anyone as I don't have anyone in this country.

I called them 3 times. They did not answer the phone. 4th time I was kept me on hold for 25 mins. There was not help point in their website. Their website said "Money refund possible".

Then, I knocked them into their Facebook page. I sent private message and get to know that its absolutely impossible for then to refund knowing my case in detail. Also, their website was not clear, there was not information as such.

Now, I am requesting to refund and they said they will not do it. My booking code is Booking code: [protected]

Hi,

I have a complain to do about Felix's, I got the bus from Zurich to Luxembourg City (booking number: [protected]) and when I arrived at Luxembourg City my backpack wasn't there, someone took my backpack by mistake or someone stole my backpack. I filled a complaint with the Luxembourg police and after two days I received a message on Facebook, a woman found my passport in Strasbourg, so I went there to get my passport with her and I filled another complaint with the police but now in Strasbourg.

I've sent an email to FlixBus and I explained the situation, I said that they are not going to find my backpack because someone stole. But they said that they didn't find my backpack and they didn't receive any feedback from the Bus Partner (of course) and they asked me to contact the Bus Partner..

I didn't contact the Bus Partner because they've contact without success, why would I have success?

Now they sent me an email saying that they are not going to meet my request for compensation and hope that I will understand.

I really don't understand!

Dear Sir/Madam,

On 9th March I bought two tickets: Vienna-Warsaw, 28.03 23:20, Warsaw-Vienna 04.04 16:00 (or19:30).

Since then, I have not received any confirmation. I tried to contact your company in many ways by email, online form, helpline. I received only automatic messages, FAQ, and when I called nobody picked up the phone for 10 minutes. It was not possible to complaint about your services! In addition to that contacting call center was expensive. I have not received tickets or money back. It is really important, because I must have tickets for travel on 28.03 and 04.04. If you cannot send me tickets, please refund.

Kind Regards

Date 18.1.2018 Paris Bercy at 21.55 to Reims (final destination Budapest)
Booking number [protected]

Our bus broke down about after half an hour's drive. The driver did not speak any French or English, but only a little bit of German, so we got poorly information of what was going on, when we were standing in the parking area aside of the motorway in the middle of the night. At 23.33 we got an English text message telling our bus having "technical issues" that they were working on. We should have been in Reims at 23.35.

The engineers finally came over, but they could not fix the problem, and the bus just did not start any more. My daughter Pauliina travelling with me had a very important University interview in Reims the following day. The driver told us that we would probably get a replace bus, but that would be in the morning, so that we should stay the night in the bus! We could not do that due to the interview, and ordered an uber taxi, which took us to our hotel in Reims.

The cost of the Flixbus tickets was £7.60 = 8.59 euros for 2 people, and the uber taxi cost us 140.62 euros, altogether the costs were 149.21 euros.

We request full refund of the bus tickets and the uber taxi that we had to take for my daughter Pauliina to have some sleep before the important University interview. The driver told that we should wait until next morning to get the new bus to replace the broken one, and we could not risk the University interview by staying awake all night in the parking place waiting for a new bus.

Photos attached: Flixbus Tickets, Uber taxi route and receipt

I don't recommend this service, inhuman conditions!
First of all, their bus was 30 minutes late. A driver didn't even apologize and in general, the whole trip he cared nothing about the passengers.
Second, the bus was without any conditions. And it is strange counting that the trip took about 15 hours. Certainly, people wanted to use the bathroom more often than the driver thought they needed it. I traveled with my son and usually
buses stop at stations, but that time we had to try to convince him to stop, he said he was going to late because of us. Well, it obviously wasn't our problem, he shouldn't have arrived 30 minutes later...

Po I finally discovered why these buses are called Flix - because their travelers must be flexible in time of departure. I am complaining for the delay the buses on this track have. I understand that an accident might occur or that there might be heavy traffic. However I expect the company to inform the passengers about the dely at least to upload the latest info online. I am sick if waiting 45 minute not knowing when the bus may come, so I can't even grab a coffee or go to the toilet. I nothing, I expect a sincere apology from the driver or any company employee thought it may not be their fault. Please I urge you to make some steps to improvement.

Hello,

This is regarding booking #[protected] on Sep 9th from Eindhoven to Frankfurt. Though its older than a month, this experience left me exhausted, hence I had to complain.

I had to travel from Eindhoven - Frankfurt & further from Fra - heidelberg on 9-9-17. I choose to book separate connections with a 3 hour time in between. The bus at Eindhoven was at 9: 20 & it never arrived. I was not informed over SMS or email. I had to ask my co-passengers but unfortunately there was no one for my bus (as all of them knew about the bus delay). So in the rain, I waited with all my bags for more than an hour before I called the CustomerCare at NL. They informed the bus was 3 hours late & will reach only after 12. The guy was polite at the CC & informed I call from FRA bus stop to re-book ticket for further journey. The bus finally arrived at 12: 40 much more than what was informed. There were no charging points for my mobile on the bus. I finally reached FRA airport at 7 pm instead of 3:40 (almost 4 hours late). I had to rush inside the airport to charge my phone & called the CustCare in Germany. The lady informed that the ticket cant be rebooked as it wasnt a direct transfer. If this was the case, the guy at CC NL also had my info like booking number but never informed this, maybe I could have cancelled my ticket. After much debate, I had to rebook the ticket from FRA to Heidelberg on my own. I finally reached at 9:30 (again the bus was late) instead of 7 in the evening to HD. My experience was horrible; atleast I expect a refund for booking #[protected]. Please respond to my complaint.

Dear Sir/Ma'am,

1. While visiting Eastern Europe ie Croatia and Hungary on vacations along with my family (wife & 11yrs old daughter), I booked my tickets through Flix Bus App to travel within Croatia ie from Split to Zagreb and thereafter from Zagreb (Croatia) to Budapest (Hungary) on the same day/night ie on 04/05 Oct 2017. Since I was/am holding an Indian official passport and working with United Nations Peacekeeping Force in South Sudan (UNMISS), hence did not require Visa for visiting these two countries ie Croatia and Hungary. However I got the Schengen visa for my family who were/are holding the ordinary Indian passport.
2. The tickets, which were booked through Flix App for journey from Croatia to Hungary, was transiting through Ljubljana which comes under Slovenia and since it has no agreement with Indian Government unlike Croatia & Hungary, hence we were not permitted to pass through their country. It was informed by Slovenian Border Police that ticket/journey should have been direct from Croatia to Hungary and it was the responsibility of Flix Bus service to have checked the same/apprise me that the bus is passing through the territory of a third country ie Slovenia as they should have ensured the same before issuing of tickets as well as me boarding the bus. Hence, the bus was directed to go back to Zagreb along with all the passengers in order to drop us back at Zagreb bus station.
3. Since other passengers had connecting flight and onward journey ahead, we (me & my wife) requested and convinced the police officer that we will go back to Zagreb bus station on our own in order to avoid inconvenience to other passengers as well as economic loss to other passengers which they would have suffered and probably claimed from Flix Bus Service for being delayed & missing their commitments.
4. Hence I requested the Bus manager to organise and arrange bus journey for me and my family ie 3xpax in the direct bus service from Zagreb to Budapest on/scheduled at 0800 hrs on 05 Oct 2017 ie the next day which was the first bus leaving from Zagreb bus station. This was confirmed by the Bus Manager to me in front of the police officer after speaking to their supervisor in their office.

5. This gesture of ours was appreciated by all the other passengers of bus, however to my horror once we reached the Zagreb Bus station on my own in middle of night, there was no information with the next Bus Manger regarding the same/our reservation. I immediately emailed my grievances to the Flix Bus Customer service to which their reply was that it was my responsibility for checking the same. On intimating that even the Slovenian Border police has blame the Bus service and also given a document stating it is/was fault of the Bus company, to which the customer care has replied that Ljubljana was mentioned in the ticket. I than asked as to where it is/was written in the App or in the ticket that Ljubljana is a part of Slovenia and how a traveller/tourist from India would know unless it is specified/mentioned clearly, to which there was no reply from the Customer care.
5. May I request for a favourable action by directing the Flix Bus company to apologise for their mistake and provide adequate compensation for the inconvenience & harassment caused to me and my family, rather than just defending their mistake.

Regards
Sumeet Walia
email Id: [protected]@gmail.com

I sent my complaint on 10 August to [protected]@flixbus.com from [protected]@yahoo.com but still did not get any reply. Below is the content:

I had a booking [protected] for a bus going from Strasbourg to Frankfurt and from there to Vienna.

The first bus came with a delay and we arrived in Frankfurt 1 hour later but that is ok as I had 3 hours between 2 buses.

The real problem happened with the second bus. I missed my flight to Russia because it arrived in Vienna 3 hours later. Initially there was some road accident and we lost almost 2 hours but I still could be in the airport on time. But then the delay became just bigger. At one point the driver just stopped for 20 minutes without a reason. When we asked him what time we'll reach Vienna, he said he doesn't know, maybe with 4 hours of delay. There must have been wi-fi but it didn't work for anyone so I had no chance to contact airport or check flight schedule.

When I finally arrived in the airport they said there's nothing to do so I have to buy a new ticket. Thus I bought a new cheapest ticket that was still twice more expensive than the original one and had to wait for a flight till midnight.

So I could not use the first ticket (about 100 USD) and had to pay twice more for the new one. Plus I had to fly not to Samara (original destination city) but to Moscow and then to find a way how to get farther from Moscow as flying to Samara would be much more expensive.

I was hugely disappointed and upset as I lost money and 1 day.

At least if there was promised wi-fi I could avoid paying service fee at the airport but you didn't provide even that.

You can find all supporting documents about both a missed and a new flight attached in my email.

I hope you agree that this situation is inappropriate and I count on an adequate compensation from your side.

So, I have been a loyal customer for the past weeks while traveling in Europe with Flixbus. Unfortunately, I have lived a very disappointing event and I would like to share it with you so you can take your mesures next time you think of traveling with this company.

Last Wednesday, August 23rd 2017, I booked a trip from Brussels to Maastricht at 4:35pm (booking number: #[protected]). I have arrived at the train station in Brussels where the Flixbus buses park at 4:20pm. While waiting for the bus (and none of them had a sign with Maastricht or Kraków), I went and asked a man with the Flixbus uniform about the arrival of the train. He searched all of the buses in the terminal and asked one chauffeur about it and they both said it was late and on it's way (because at that time many of the buses were late because of traffic). So we stayed there and waited more. At that moment, the Flixbus agent was gone and no one was there to give assistance to all the people waiting for their late buses and we all found this very unsatisfying. Reaching 5pm, because no one was there to help us, I decided to call the customer service by phone and have more information about the late bus. The lady who spoke to me on the phone took my booking number and my personal information and told me the bus was still on it's way and it should take around 10 min for him to arrive. After 20 min, no sign of that bus. So I called again. Now, this agent on the phone told me that the bus was never late and it was there on time and left at 4:35pm. At that point, we were all shocked by this assistance from the agents on the phone and in place. Everyone said that the bus was on it's way and we could not know in any way that it was on time because the Flixbus agent on place went and searched and asked and said the bus is not here. I explained this situation to the lady on the phone and, after 20min of explaining our frustration from me and other passengers in the same situation, she offered me a 12euros voucher (code: CUS8PFACC​ given at 5:57pm) to use to buy another ticket for the next bus at 9:05pm. This was the minimum she could offer me, but because of the stress and tiredness I was living I accepted to be able to get to my destination. Now, I asked her to book the ticket for me because I had no computer with me and she said it was going to be 3euros more. At this point, the service was getting worst. I refused and went to book it on my phone. Because all this wasn't enough, the voucher was not applicable on the Flixbus application (there was no place where we could apply it) and while booking the tickets it charged me the full amount! I loved traveling with your company but this was too much for me. Now the voucher is expired and I lost money.

I then sent a complain to their customer service and the answer was:

"Dear FlixBus customer,

Thank you for your message.

We can assure you that our time schedules are planned with great care to transport our customers comfortably and on time.

We regret that this did not work out this time.

However at times delays are caused by events which we, despite greatest care and preparation, cannot influence.

If a departure is more than 120 minutes late from the scheduled departure time and a customer withdraws from the trip, a refund can be claimed. Once you decide to board the bus even after a delay and the transportation has taken place, i.e. the contract was fulfilled, refunding or compensation is not possible. That also goes for any delays that occur during your bus ride.

We regret that we cannot meet your request in this case and hope for your understanding. We also hope to be able to convince you of the quality of our service in the near future again and to welcome you on board of one of our green buses soon.

Kind regards,"

This is NO CUSTOMER SATISFACTION. They don't consider your situation and neither try to accommodate you. I understand that it is a low cost bus company but I believe customer support and satisfaction is the minimum they can offer.

I booked a Flix bus from Frankfurt central station to cologne bearing booking id [protected], The bus was scheduled to depart at 2.55 pm, it had an arrival time of 18.10 in the evening on same day, I reached the place on time but to my surprise the was few minutes late, I waited there the suddenly I cam to know through sms as well as through one of the FLIX BUS representatives there, THAT BUS IS NOW 1 HOUR LATE.
I had a connection from cologne at 18.20, but as the was already late, In no possible scenario I could have cached my follow up ride from cologne at 18.20.
So I didn't boarded the bus, I went to the Flix bus counter to get refund of ticket but they refused, I even requested for voucher of same amount so that I can travel in future but they again refused.

The staff was very rude, they kind of insulted me by saying, "Don't you understand what I say"... they were rude enough to talk impolitely to an already puzzled customer.

Kindly help me this, to get my money back, Why should I be the one bearing the cost of the ticket if the bus came late.

this was complete mental and financial harassment and red tapesim

my email is [protected]@gmail.com
my mobole is +[protected]

I booked a bus ticket for 6 am to Budapest for August 2nd. Got to the station at 530 and waited on the informed platform until 730. The bus never came. There was two other people on the same situation. I contacted the company (flixbus) and they say the bus was there. But it wasn't. We even asked other bus drivers of the same company for other destinations and they were completely unwilling to help.

Flixbuster said that they were going to give me one free month to watch movies and then I could decide if I wanted to pay to keep watching movies, so I enter my credit card information and after one month of doing that I realized that they actually took money from my account to have one more month, when I never decide to pay them.

They lie to you about not taking money from your account and lure you into signing for free for five days. you're not informed about cancelling after 5days and then they take money from your account. When you call the number given, you speak to a machine which tells you there are no refunds available. Right now i'm worried about my credit card and how long before they take more money from my account.