FlixBus / FlixMobility
Reviews and Complaints

My niece had a ticket for the Flixbus N474 from Torino, Italy to Zurich, Switzerland scheduled to leave Torino at 19:10 on June 28, 2019. The bus did not arrive until 21:30 and my niece did not receive any information from Flixbus regarding the delay although all her contact details were on their database. We had several contacts with the Flixbus call center who also could not reach the driver and did not have any idea where the bus was. After 2 hours and 20 minutes of waiting, we had a final call with the Flixbus Call Center who informed us that they will pay the next train from Torino to Zurich and my niece left the bus station.
Today is October 30, 2019 (4 months after the incident) and, although we have exchanged many emails and had many telephone calls, Flixbus has still NOT PAID the train ticket I bought. They are giving silly reasons, such as: "the bus was on time ..., the customer did not give us the contact information, etc. etc. ...)

I take the flexibus today at the 10:05 am in Faro Portugal airport to sevilla plaza de Armas.. but the driver was so rude and all the time so angry I dont know why? The people ask any question to him and he be so angry. Terrible service and when I arrive to Sevilla I ask about the bus to the sevilla airport and he told me I saw 3 times on board in portugues.. but yes but never saw in English .. so he never tell me nothing..
Omg I will never use again this buses...
This is a very bad customer service.. if this driver don't like his job.. no need to do!
I was use flexibus in USA because I live there but the service is completely different my name is Lorely Rangel and my phone number is [protected]

..

Traveled 2 times with them from Hamburg to Berlin SXF airport, both times with a terrible outcome. First time the bus was late by 30 minutes, and arriving waaaay past the scheduled time, almost missed my flight arriving the very last minute at the gate.

2nd time, and the most terrible experience, the driver took a national road instead of the autobahn, the trip was supposed to be around 4 hours long. The driver was extremely slow, and once his working hours ended (~4 hours) he decided to take a 45 minute break (or until another driver arrives) once entering the city of Berlin (we were supposed to have another 1 and a half hour drive to the airport from that place). Risking to lose the flight again, we had to take the taxi for which we had to pay 60 euros. That didn't bother the management, no refund for the taxi ticket, no refund for the bus ticket. An absolute joke of a company with the most incompetent and ignorant drivers and management.
PAY EXTRA AND TAKE THE TRAIN

I was on the bus from Grenoble to lyon with my family on route 724, direction Nantes Haulère (9.00-10.30).

Me and my family were sat talking, and so were a lot of other passengers. I was sat on seat 03c and my family were on 03b and 03a (across the aisle).

The name of the driver was Cyril. He was bald middle aged man with glasses.

He stopped driving the bus about 15 minutes after we set off, and walked over to me. He got very very close to my face and shouted at me to be quiet in front of everyone. He pointed his finger in my face and was aggressive and rude.

I was extremely shocked because i was not talking loud, and if i was he could have asked me politely and with respect. Instead he was rude, disrespectful and patrionizing.

We were sat near the front talking in English. People around us were all talking in French. I don't know why he chose to pick on me out of the whole coach, but i think its because i was sat by myself.

I could see he wanted to intimidate me and he seemed to enjoy embarassing me for no reason in front of everyone on the bus. He had a microphone and he could have politely asked everyone to speak quieter if he wanted. My sister speaks french and could have translated to me if he had done this. He also knew she spoke french because they spoke when she showed him her tickets.

There was no excuse for this. He wanted a reason to embarass someone, but he also seemed to really enjoy doing it

I often use the flixbus, but i will never use it again because of this. I have caught buses for years in many countries with many different companies and this was the rudest and most aggressive driver i have ever had.

Dear Sirs,

We would like to complain about Flixbus bus reschedule. After purchasing, the bus was first rescheduled from 26th September at 10:30 to 26th September at 11:10 (announced on 20th September) and rescheduled again to 26th September at 20:40 (announced on 24th September in the afternoon).

Since we have not seen the e-mail about the last reschedule, we came to the main bus station Ljubljana. The bus was 20 minutes late and the driver could only speak Italian and refused to let us on the bus. He explained that the wrong bus was sent and is not big enough for all passengers. Only then we checked the mail and noticed the e-mail about the reschedule. Since we had a flight from Venice at 18:00, the 20:40 bus would be too late for us to catch the flight.

We had to find another transportation, so we purchased GoOpti drive and had to pay additionally 52 euros.

We would like to complain about the delay and reschedule to a later time, that was announced only 2 days before the departure. Even if we had seen the e-mail earlier, we could not catch our plane and would cancel the reservation and demand a refund.

We kindly ask for a full refund of our payment of the Flixbus bus and GoOpti van drive, that we had to buy additionally.

Thank you for your answer.

Best regards,
Katarina Kolenc and Urška Vesel

Enclosed:
- payment confirmations Flixbus
- payment confirmation GoOpti

Date :
October 21, 2019

Client number (booking reference) :
[protected]

Full description of incident :
Bus was exactly one hour late (was scheduled for departure from Madrid at 08:45AM, finally departed approximately at 9:55AM as shown in the video attached). No information was given to customers about potential delays or intermission.

I called the customer service at 09:25 to know what was going on, talked with an agent who was not even aware of the delay (It is me who informed her of the delay). She told me that she would contact the traffic control and come back to me. I never received any news of her.

When the Bus finally arrived, it was all dirty, unclean (as shown in the second video). The smell in the bus was terrible, thrashes were fulled. Nothing was made by Flexibus staff to solve this issue by cleaning and changing thrash.

Desirable resolution of the complaint :

Whereas, under REGULATION (EU) No 181/2011 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation,
- (16) Inconvenience experienced by passengers due to cancellation or significant delay of their journey should be reduced. To this end, passengers departing from terminals should be adequately looked after and informed in a way which is accessible to all passengers. Passengers should also be able to cancel their journey and have their tickets reimbursed or to continue their journey or to obtain re-routing under satisfactory conditions. If carriers fail to provide passengers with the necessary assistance, passengers should have the right to obtain financial compensation.
- Art. 20 (1.) In the event of cancellation or delay in departure of a
regular service, passengers departing from terminals shall be
informed by the carrier or, where appropriate, the terminal
managing body, of the situation as soon as possible and in
any event no later than 30 minutes after the scheduled
departure time, and of the estimated departure time as soon
as this information is available.
- For a journey of a scheduled duration of more than 3 hours the
carrier shall, in case of cancellation or delay in departure from a
terminal of more than 90 minutes, offer the passenger free of
charge:
(a) snacks, meals or refreshments in reasonable relation to the
waiting time or delay, provided they are available on the bus
or in the terminal, or can reasonably be supplied;
(b) a hotel room or other accommodation as well as assistance
to arrange transport between the terminal and the place of
accommodation in cases where a stay of 1 or more nights
becomes necessary. For each passenger, the carrier may limit
the total cost of accommodation, not including transport to
and from the terminal and place of accommodation, to EUR
80 per night and for a maximum of 2 nights.
In applying this Article the carrier shall pay particular attention
to the needs of disabled persons and persons with reduced
mobility and any accompanying persons.
- Art. 26 Carriers shall set up or have in place a complaint handling
mechanism for the rights and obligations set out in this Regulation.

I seek the following:

- Reimbursement of my ticket from Flexibus (15.66€: 14.99€ (ticket) + 0.67€ (payment fee)
- Reimbursement of my wife's ticket from Flexibus (15.66€: 14.99€ (ticket) + 0.67€ (payment fee)

Hello my name is Margaret Martinez I had booked a 2 adults and one child for 10/18 at 3:50pm from Fresno CA to phoenix Az . Booking number [protected]
but i was texted at 3:38am saying 10/19/2019 7:45am seats have become available n with assigned seats 5A, 6A- free of charge..#[protected] did not say anything about bus ride cancelled plus that was only 2 seats..so inconvenience to me n my family we had to rebook for 10)19)2019 4:40pm Fresno to PHX #[protected]. I think I deserve some compensation at least no charge to L.A refund for that trip since that was what you were going to in the first place.

I would like to complaint about the awful journey I experienced travelling with Flixbus from London to Caen on the dates I mentioned above (04/05 of October). I was travelling to Normandy to attend an event that I missed because of a serious delay with my connection. We arrived at Paris Bercy early, by 4.55 am instead of 5.10am, which did not make any difference to me, as I was expecting to wait there for a couple of hours to catch my 07.05am connection to Normandy. After hanging around for a couple of hours in this very unfriendly and uncomfortable/scary Paris Bercy terminal, I could not wait for my connection to Normandy to arrive. I was a little bit disappointed to find out on the board that our bus was delayed by 10 minutes to start with. By 7.20am, we discovered that the 10 minutes became 20 minutes, which was really annoying as the terminal was becoming extremely crowded. there was no-one to speak to and no explanation given. 7.30 became then 8am, with the 5 service users still waiting by the screen, and hoping for the best while being pushing by all other service users rushing to their coaches! By 7.55. our St Malo coach was announced on platform 19, and ran to get on board away from the crowd. We were told by the driver that he was the 8am coach and has been told to only take on board the 8AM reservation. I was fuming and asked the driver to get someone from the company to come and sort this out, that the situation was becoming ridiculous. I spent more money taking the earlier bus to ensure that I was going to be on time in Normandy and realised that I was going to arrive there after the 8am coach! a bit of a JOKE, I think! A mixed race girl with a strong unpleasant attitude, on duty that morning and representing Flixbus came to us and confirmed that we were not allowed in the 8 o'clock coach, that she was going to find out where our coach was. She also told us to come down and stop being aggressive to her. (as far as we were concerned, she was the aggressive one!) I replied that I was not being aggressive, but extremely annoyed by the situation and the lack of information by Flixbus! one of her colleague, a blond girl on duty that morning too, told us later on that she had to be excused, that they had a lot of coaches to deal with and was under stress. I told her that I was not responsible for that, that they should raise the issue with the organisation and provide a good costumer service and support to distressed individuals! We were horrified by the sight of the 8am bus leaving the terminal, with us standing on the platform for another...35 minutes. We were then told that the driver did not show up and they had to find a replacement. If at any time, the company was aware of the driver not showing up, how could they play with people mental state and change the departure time not once, not twice, not three times, but four times, and give us hope at 4 occasions! I was very disappointed to see that we were only 6 of us boarding our coach at 8.30. It is difficult for me to believe that we could not be fit in the 8am coach! the driver we had made no effort in catching up time. I do not understand why we stopped at two occasions for him to be able to smoke cigarettes, when he was smoking while driving the bus! I also do not understand how a serious company like yours can allow their drivers to spend their time on their mobile phone while driving the coach full of people (pictures that I have not yet put on social medias!). I was sad to hear about the Flixbus accident near Carcassonne a few days later, but it does make sens to me now. I am therefore asking for the full refund of my journey London to Caen as a compensation for the horrible experience. If you need anymore information regarding this journey or pictures/evidence, please to not hesitate to contact me. [protected]@live.co.uk

Whenever I want to buy a ticket, whatever paying method I use, the website and the app or flixbus do not allow me to pay. I was more than once forced to go to a traveling agency. Other two people I know have the same problem and there are many users complaining about that. The costumer service of flixbus says the failure has been fixed when it is obviously not true.

It was Monday October 7th on the bus from Los Ángeles, Ca. Downtown to Old Town stop at San Diego, Ca and was the 7:00 p.m.
I am a disabed person with a disable person scooter.
The driver was extremely unattentive. He refused to help load my scooter into the luggage compartment. He argued that the rules of the company were not to touch the passengers luggage as they could not be responsable for It.
Then he tried to stop me of seating at the disabled person seating arguing i día not reserve It.
Your app did not allowed me. Although i tried.
The real reason was he placed this backpack and other bags because he did not wanted the passengers to see the brake warning lights, and the check engine lights flashing on the dashboards.
I have pictures, and i am quite tempted to send them to the D O T.
regardless of whether the lights where just faulty ground circuits, he shouldn't taken that bus. Instead he drove it risking the passengers. When we arrived at San Diego stop, then he started trying to be friendly and helpful with my scooter.
The other driver, and the other personnel where friendly and helpful but this individual, was even talking to his F riend, or boss and hi s wife on the cell phone while driving on " bumper to bumper" tráfico.
I am tempted, to report this complete unsafe driver. He should be stop. Risking the passengers i don't believe is your policy. As a matter of fact, going to los angeles ca, from san Diego, was a very pleasant experience. It was better than Greyhound.

I had a bus from poitiers to paris today 11/10/2019, at 12:10 bus connection 723 from poitiers to paris bercy that was supposed to arrive 16:20, but the bus encountered a problem near paris and instead of preparing us another bus, he tried to repare it himself and all the process lasted for more than 2 hours and because it was in the middle of the boulevard even though I begged the police to let me get out to reach my flight, he didnt and I couldn't reach at the airport in time and I lost my flight, I live in vienna and I lost all my plans and I have to stay tonight in paris while I had nothing to do and go here . Even i asked the driver to get a taxi for me but he refused. I couln't even find uber.
My flight was laudamotion from paris beauvais to vie vienna at 21:05
Flight number OE1325

REF: #[protected]

I am writing to you in regards of a journey that was booked for Route 108 (Frankfurt to Zurich) with our destination being Strasbourg on September 27 2019 I have the following points of complaint that I will draw to your attention:

The Bus, despite leaving on-time, was over 40 minutes late arriving into my destination (Strasbourg), the organisation of the departing passengers was non-existent, I had to crawl under the Bus into the storage area to grab my own luggage, I injured myself in the process cutting my arm as well as tearing a muscle in my shoulder, which is in contravention of numerous health and safety laws as FlixBus Staff Members completely disappeared and were unwilling to help.

As I mentioned the lateness of the Arrival to Strasbourg, this caused me to miss my Train, at a cost of over 300 Euros, I have now had to book a Hotel in Strasbourg for 3 nights as well as buy a new train ticket, for which I can only Book from this coming Monday, September 30th 2019 due to the now rescheduling of my meetings

The WiFi on the bus was non-existent, I therefore was unable to read even emails, or to send forward emails to inform my colleagues of the delay caused by FlixBus, and as the Driver spoke only French, I was unable to put forth the Connectivity problems.

As this journey for myself and My Wife has cost us both Exponentially in both Financial and the stress of an unplanned stay in Strasbourg, I would want financial compensation for the excessive loss to us both, a sum of 1000 euros as a cost cover for those aforementioned losses.

I have tried numerous times to phone and to Email the company, but to no avail.

I was traveling with my family wife and 4 year old child from interfering to Rome via Milan when we boarded the bus where were hardly any seat left for us we wanted to seat together as my son is too young but there were no seats left in the bus . My wife and son seated on different seats and me too far from them. And lastly the behavior of bus operator was too bad he didn't knows how to handle customer we pay for good services not for worst nightmare. I'll never ever recommends flex bus to anyone worst services and bad behavior of operator.

Me and my Fiance are having our Europe Vacation, We are booked to go from Brussels to Paris via FlixBus at 02:45AM. It's 9:30PM and we are currently having a nice dinner when suddenly a text message from FlixBus informing us that our schedule was changed and we need to be in the bus station by 10PM! Our dinner was ruined! We rented a taxi going to the Bus station but we are unable to make it!
Also, if ever we made it then we will be in Paris at 2to 3 AM? What are we going to do in Paris on that time? That is not what we booked/Plan. Then we try to call their hotline but they are not speaking in English and I was charged a lot on my mobile phone since I still try to call them but issue was not resolved! I tried to talk to their other Flix bus driver but they cant understand English. Good thing there is one who can somehow helped us, He called the hotline and talk in German, hotline gave us a new reference number and told us that a new bus will arrive at 1:40AM! we have no choice so we waited for it. When the bus came, I'm showing the driver the new reference number and he is not listening, he is insisting the I should have a ticket! but I insist and I asked my fiance to get in the bus, this driver is so rude that continuously yell at us saying that we are not in the system. Good thing that I received a mail from flixbus with my new ticket and a changed reserved seat number. So I show the arrogant driver the ticket and asked if we can sit on the seat number I reserved ( I paid for it) but he said somebody is already seating on it. That is so unfair! I paid for our seat reservation! That incident really messed up our vacation. I demand for an Action on this FlixBus!

complaints board
date October 3rd 5am to 9am frankfurt airport
my treatment in Germany has been horrifying to the point i wonder what colour dot i have above my door. daily continuous assaults on transport systems across Germany trying to provoke terror when it is dbahn sbahn ubahn blah blah car and now flixbus.
since the racist sexist bigot fascist treatment i receive on dbahn and associated companies is completely militant flixbus and trains were the only option. so terrorized across nwr i took a break near sttuttgart.
the original trip was to munich then Stuttgart leaving from Bonn UN campus 10 am Wednesday October. because an it specialist in Dusseldorf made a mess of my laptop i had to cancel both trips, book Bonn UN campus to Stuttgart north kornwestern via Frankfurt airport. nervous about going through Frankfurt airport because dbahn staff called German military which broke my ribs polizei station stealing my laptop with evidence of polizei brutality and sap sky corruption. threatening to kill me i ended up in ulm hospital broken ribs and dragged out a hospital bed by another two ulm polizei stating get out my country. same in koln, Dusseldorf, Bonn, gottenheim. pick a city.
i was speaking to an indian gentleman at the un campus who kept asking why are the polizei driving passed here all the time at 4am stalking us.
i travelled from bonn un campus to frankfurt airport where zoll polizei started stalking me. i did not receive the text from flixbus stating there was a change in buses until october 5th. a chinese guy tried to help but the flixbus customer service was condescending to both of us. no germans would help just stood there laughing. an indian couple saw the horrendous situation i was in with directors at flixbus refusing to place me on another bus even though it was their mistake. first zou get a refund, then a new bus then directors blocked all refunds leaving me straded and in need of medication. as the Indian couple walked me through the frankfurt airport we were followed by what looked like secret polizei with earpieces. terrifying. considering the dbahn have called polizei for no reason in Essen Bonn Koln Dusseldorf Frankfurt airport and beat me this was were very dangerous due to the daily racism in Germany. considering the terror attacks in brussels and the terror like behavior of polizei i felt my life was in danger and flixbus just mocked me.
it appears the german government is colluding with transport systems to terrorize me. i want a full refund and compensation.

Hello, so Last night 04/10/2019 the about from Bologna to Mosciano was supposed ti leave at 02.15, I was in front of the Door of the autobus that was already close at 02.12 with the drivers that were starring at me and the other two people that have been left there with and they Just left.
The worst thing anyway Is not Just leaving some people, although they have paid their tickets and although they have given their phone number to ant plus information, but the fact that the other only driver bus in the station (a flixbus bus) was not capable to help us, actually he was completely indifferent.
Can please someone per me talk with amy responsable of this Company?

I had an option on buying a bus ticket from Zagreb to Vienna at 16:30 and 17:55, I decided on purchasing the more expensive ticket at 16:30 to arrive at my destination sooner rather then later, my bus was 80minutes late and the bus leaving Zagreb at 17:55 started it's journey to Vienna before the earlier one. I think the least I could get is some kind of a refund.

Hello, as a tourist (visitor) to Munich, I booked a trip from Munich to Innsbruck and back for the 30th Sep. During the online booking process, I selected my journey as originating from Munich on 30th Sep and return for the same day.

There were two passengers booked on the reservation number #[protected]

The ticket I received was a follows

1. Munich to Innsbruck 30th Sep at 7.30
2. Innsbruck to Munich 30th Sep at 7.15

While I could perform the first journey from Munich to Innsbruck 30th Sep at 7.30 am, when I tried to perform my return journey at 7.15 pm from 2. Innsbruck to Munich, I was told my ticket was invalid.

The driver refused to let me on the the bus and I was forced to pay 40 Euro (Cash) the driver refused to accept credit card payment.

Not only was the driver very rude but I was refused a receipt.

I have a bus that is currently 32 minutes late and counting. On your tracker it still says "on time". This is completely unacceptable. If a bus will be late, update and inform as necessary. Unprofessional. Additionally, I've used your services several times within the last month, over half of which had broken bathrooms. One bus didn't stop for 5 hours for a break. How can you operate like that? Once again, unprofessional and unacceptable. The ONLY reason I use your services is because nobody else goes to the places at the times I need. Regardless, if today's bus ever comes, it will be my last Flix ride.

On 19th of September 2019, my partner and I were scheduled to go to Dresden by the Flixbus. Our ticket was at 11:25 in the morning. We arrived at the station at 11:10 am and at the same time a bus passed us. We missed the bus and got in big trouble. I had paid £25 for the ticket and I ask you for the full amount.

There is the ticket of the journey that I have attached for you to consider .