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Address: 12575 Beatrice St, Los Angeles, California, United States, 90066-7001
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Address: 12575 Beatrice St, Los Angeles, California, United States, 90066-7001
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I paid for a bus ticket. The bus was late by 2 hours so I called to cancel my booking amd receive a refund but they refused.
Their buses are consistently late yet they offer customers no recourse for compensation.
I want a refund. The bus delay affected my entire plans for the day including the return bus trip.
Dear ***
Thank you for sharing your experience with us via the Revdex.com. Customer feedback is important to us, as it allows us to constantly evaluate our product, service and operations and make changes, when necessary. We apologize for the inconvenience you experienced.
We try our best to develop schedules that allow our passengers to reach their destination in a comfortable and reliable way. We regret that this was not the case for your connection.
On February 7th, a traffic-related / operational delay of approximately 90 minutes occurred on the ride you booked. In an effort to keep customers informed, updates of the delay are regularly sent from our Operations Team to customers who provided their cellular number and/or opted-in to push notifications via the FlixBus app. Our records indicate that, in an effort to keep you informed, at 7:47am on the morning of your ride, we sent you the following SMS message:
"Line 2013 is currently 80-90 minutes late. This forecast can change at any time. Updates only here: ***"
Delays are often caused by events outside of our control, such as traffic jams, road closings or weather conditions. 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 the transportation has taken place, i.e. the contract of carriage was fulfilled, refunding is not possible. When it comes to onward transportation from the point of arrival, refunds are also not possible.
As it pertains to the return trip that you cancelled on your own, the fare was $4.99 and the cancellation fee was $5.00, so there was no cancellation voucher issued for this particular booking.
As a gesture of goodwill, please check your email for a voucher valid for 25% off your next FlixBus booking.
We currently operate nearly 350,000 rides in the U.S. alone each month and are most rides go off without a hitch. Therefore, we are confident that your experience was the extreme exception and not the standard and we look forward to an opportunity to restore your trust in us on a future FlixBus journey.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
If I could I would give this bus company negative stars, or zero, giving one as that is the only way of me showing how horrific it is. All the below reviews are accurate, except for the one provided by Gerogia M., which seems rigged, since there is a "Georgia M." working as Flixbus' Customer Agent!
I experienced extremely rude customer service, late buses every single time and like late by 3 or 4 hours and I took Flixbus on several occasions from LA to Vegas, and not a single time was it on time. None of the outlets ever worked!
BUT - the most horrific thing that the company committed is the GROSS NEGLIGENCE IN WHICH THEY LOST OR DESTROYED OR STOLE MY SUITCASE, with my stuff worth over a $1,000 and them not willing to compensate me more than $250!
A Passenger *** off in Montclair, the stop before LA, took my suitcase by accident, and left hers on the bus, once we got to LA I saw my suitcase was missing, the bus driver knew right away who took it and had that passenger's phone number and said she would get that suitcase back to me in 2 days' time. Then the following day, she retrieved my suitcase from the passenger, and it was all ready for a pickup, when I finally showed up to pick it up from the downtown location, the people working there had no idea what suitacse I was talking about said they never received it. Then the whole process of fingerpointing began, and them giving me a runaround. Flixbus was saying they never got the suitcase from fast Deer Charter (the company that provides bus drivers), and Fast Deer Charter was saying they handed it over my suitcase to Flixbus - meanwhile my suitcase had disappeared in thin air. So until now I do not know if one of the employees stole it, if it was left off the bus, or what happened. I had my favorite and most expensive clothes and shoes in it, as it was my birthday weekend. I drove to downtown 3 times to see if the suitcase would be there, wrote several complaints that just fell on deaf ears, I was told to drive to Montebello (Flixbus sent me to Fast Deer Charter's location), and missed out on several hours of work for which of course I didn't get paid. My valuables were worth over $1,000, oh and they also made me get a police report before they offered to pay me $250, so I had spent over an hour at the police station and then a good 3 hours preparing an itemized list of my missing items and their cost, so that they would only offer me $250. Words cannot describe how humiliated I was with the entire unprofessional treatment, and how unreasonable and insulting the compensation of $250. The result is that I am forced to sue them.
My advice to other customers - do NOT take flixbus, it is seriously not worth it, and if you do, do NOT ever leave your stuff in the luggage compartment, have your suitcase near you, no matter how big near you, cuz the company is so incompetent that not only can they not supervise the handling of luggage properly, they also cannot simply return your luggage once it gets into their hands, even though they assumed the task upon themseleves
Hello Alicia.
We understand the frustration you are going through with your luggage. We truly wish we could have retrieved it for you. Just so you know, we are currently enacting a program where we are going to call / email everyone who has luggage in our LA station and see if there is anyone we can reconnect with their luggage. Re the compensation, there is nothing we can do. $250 is our limit.
Best Regards,
Georgia M.
Customer Service Agent
FlixBus, Inc
Purchased 4 round trip bus tickets from Vienna to Bratislava. Due to poor signage and no announcements, we missed the bus and had to re-purchase.
I purchased 5 bus tickets on Order #*** in the amount of 20 euros but was unable to use them so instead received a voucher. I was unaware that there was an expiration date when I tried to use the voucher to purchase 4 bus tickets from Vienna to Bratislava. I never received a response from Flixbus on how to redeem and instead purchased 4 new bus tickets with Order #***.
We ended up missing the bus despite being on the bench sitting outside waiting for the bus for over 1 hour. It appears that there were two sides on where to take the bus but it was not clearly marked and no announcements were made. After waiting outside and not seeing the bus come, we went inside to talk to customer service and they said that we had missed the bus. I had to repurchase tickets with Order # *** ($15.96) and Order *** ($35.96).
I am unable to use the vouchers and am asking for a refund instead.
Please refund $71.92.
Dear ***,
We are so sorry that there has been some confusion for you with your vouchers and with recognizing your bus. We just saw your complaint on the USA Revdex.com site.
You posted on the Revdex.com page for the USA branch, but we are a different corporation. We suggest that you contact the customer service department for FlixBus in Europe by emailing ***, so that they can look into the ride and review your case.
In the interim, we would like to issue you a travel voucher for 25 Euros which will expire on 05/05/2021.
We changed the expiration date of this voucher so that it lasts for one year. Kindly note that this voucher has no cash value and can not be sold. It can be gifted to family / friends. The code is (see email we just sent to you from our internal system) which you will enter before pressing "redeem."
Hope this is helpful and best of luck.
Best Regards,
***
Customer Service Agent
FlixBus, Inc
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately I did try contacting "
***" previously and never received a response from them. I appreciate the voucher however I will not be going overseas to Europe any time soon.
Are you able to issue me the refund I requested instead? Thank you!
Greetings, ***:
Unfortunately, you have complained to the FlixBus entity in the U.S.A. regarding an issue with FlixBus in Europe. We are two different companies and therefore unable to assist you further here. If you have not received a response from FlixBus GmbH, you are welcome and encouraged to email once again to "*** (be certain to reference your booking number in the subject line) and the proper team will have a look.
We regret we will be unable to assist you further with your case here in the USA.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
Flixbus does not issue refunds, only a credit voucher! I want to file a complaint about this.
On 12/19/19, I purchased two round trip bus tickets from Spokane, Washington to Seattle, WA for 12/26/19. Within a couple of hours, my husband was in an accident, went to the ER and ended up with multiple fractures. I immediately called Flixbus back to cancel these two tickets. That is when I was told that they do NOT refund money, they just issue vouchers for a future trip. I told them that I wasn't sure when I could make this trip again and I was told that is the only thing they do. I purchased these through my PayPal account so that same day I filed a complaint with PayPal, filled out appropriate information. They refunded the amount to me on 12/29/19, while this claim was being reviewed. On 1/27/20 I received an email from PayPal stating the case was now closed and they sided with the "seller". I have spent two days trying to get an answer from PayPal as to why they sided with Flixbus, the seller. I just got off the phone with a PayPal agent and due to the fact that Flixbus issued me a credit, they have "sided" with the seller on this and have now reversed the credit and I owe this money. I just called Flixbus again and asked if, due to the emergent circumstances on my end, can they issue a refund and they said the do NOT issue refunds, only vouchers for future use. I do NOT want to do business with a company that will NOT refund, especially under emergent situations! I think this is poor customer service and and poor business practice. I want a refund issued for the $197.92 purchase price.
I am seeking a refund for the *** for the two bus tickets that were cancelled within a few hours or purchase due to a medical emergency on my end. I think a company that will not refund should be reported as having poor business practices.
Dear ***,
Per our Terms & Conditions (***), to which you agreed during the booking process,
"If your travel plans have changed, please cancel no later than 15 minutes before departure; it's simple and easy using our App or online via our website.
To do so, navigate to our website (www.flixbus.com) and go to the Service menu > Cancel & Change, enter the booking number and name or email address used, and cancel the corresponding trip.
You will then immediately receive a voucher that you can redeem for your very next booking. For each cancellation (also applies to rebookings), a cancellation fee will be charged per trip and per passenger. The amount of the fee depends on the scheduled departure date and how many days prior to departure you wish to cancel your booking. The cancellation fee is already included in the value of the voucher issued.
If you cancel your trip up to 1 hour after booking or 30 days before the trip, there is no fee. If you cancel your booking between 30 and 14 days before the trip, a $1 cancellation fee is applied per trip and passenger. Between 13 and 3 days beforehand, a fee of $3 is applied. If you cancel less than 3 days before the trip, then a fee of $5 is applied per trip and passenger. The cancellation fee is already included in the value of the voucher issued. The cancellation feel will never exceed the cost of the fare for the cancelled ride.
You will now receive the voucher code and a cancellation confirmation via email, using the email address provided during booking.
Also, per our Terms & Conditions of Business and Booking (***) agreed-to during the booking process,
"4.3.5 The cash payment of any balance on a voucher shall be excluded."
We regret that we are unable to accommodate your request for a refund on your fare, but we're constantly growing our U.S. (and International networks) and we do hope to see on board FlixBus in the future and wish you safe travels.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
I struggle with a company that will not offer refunds, especially under emergent situations. I honestly did not read "all the fine print" when I purchased the tickets, because I didn't think I would be canceling the trip! ALL businesses should have the ability to make "exceptions" to their policy, especially with certain reasons for cancellation. It is poor business practice and customer service to NOT issue refunds. I will be sure and spread the word about how FlixBus operates! You are only as successful as your company is accommodating to their merchants! Under the emergent situation that I was faced with that day, I still feel a refund is the appropriate option.
Our decision remains unchanged.
Suddenly they operate d their bus
Regular Flix
On the quite different company bus.
On the bus no sign or poster of Flix bus.
I missed the bus.
The
Today I was supposed to ride Flix bus for Las Vegas at 7:45 AM.
Much earlier I came the bus stop. Since 7:10 AM
the Flix bus for Las Vegas has not seen there. Around 7:45 AM,
Instead, one quite different company bus parked there.
On the bus, no sign or poster about Flix bus. Also, before people the driver did not announced clearly on behalf of Flix bus customers. I thought the different bus belongs to another tourist company. After I had waited for their regular Flix bus, I realized I missed to ride the bus.
When I complained the bus office, the customer service personnels were not kind to me. They avoided their responsibility.
They said briefly they sent a short notifation to my phone number.
How can I know a notification among many phone notifications?
Suddenly they changed their bus.
The bus has a comple different company name (tourist company) and complete different color.
Suddenly and hastily they should not have sent me a notification that they changed their bus.
They should have operated their regular Flix bus (green color) on a continuous basis.
How do customers know ?
In a cellphone,
how can I know their sudden short notification among many other notifications ?
At *** I purchased the ticket (booking #XXXXXXXXXX).
I want a full refund.
Full refund
Dear ***,
We are sorry that you missed your bus, and understand your frustration. Unfortunately, per our Terms and Conditions you agreed to at the beginning of the ride, we can not offer you a cash refund as in this case, FlixBus was not at fault.
As you subscribed to our Push Notifications, you and all customers were sent the following text before the bus arrived.
Greetings from FlixBus:
Caution! Your bus looks different today!
Bus color: White
Operator: ***
We provided you a screen shot from our internal tracking (see attached) where, as you can see, the bus was indeed there where it was supposed to be, and that 14 other people successfully checked into the ride.
However, we would love it if you would give us another try, as this type of miscommunication is so rare. We have already refunded your ticket in the form of a voucher.
(please see internal email for code)
This cancellation voucher (equal to the value of the ticket of the cancelled rides less any applicable cancellation fees) is valid for 12 months from the date of issue and entitles you to make a new booking within this period, up to the value of the voucher. These vouchers have no cash value but can be gifted to family and friends.
Please know that what you experienced was an extreme exception. FlixBus transports over 350,000 customers a month in the USA alone and most of these rides go off without a hitch! We hope to have you back and give you a chance to restore your faith in our product and service.
Warmest Regards,
*** from FlixBus
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid $21.99.
But, the flix company gave me only $14.99.
I want full refund.
The company must have anounced earlier through official email.
They gave just a brief notification among a lot of notifications in cellphone.
That was not recognizable.
in the early morning on the bus departure day.
Why they changed their regular bus suddenly ?
Please give full refund $21.99 to me.
Dear ***,
We have done what we can following our company's Terms and Conditions. Our decision remains unchanged.
Best Regards,
***
Customer Service Agent
FlixBus, Inc.
I have contacted customer service to get a service complaint resolved and they are saying when I submitted it online it will take up to a month to be
I rode FlixBus from Los Angeles to Salt Lake City. When I boarded the bus in Los Angeles the female bus driver was very ignorant. When I purchased my ticket I paid to select a specific seat because due to my crippling anxiety I have to be at the front of the bus with nothing obstructing my view therefor I chose the front row not behind the driver to not have mu view obstructed. When I boarded the bus the driver was ignorant when she looked at me and told me to sit anywhere behind row 7. I said I paid to select a seat and she said well how am I supposed to know that I haven't scanned your ticket yet. I asked her not to talk to me the way she was and asked her if she hadn't scanned my ticket yet then why would she tell me to sit behind row 7? She then got very irate and demanded to see my ticket. I gladly showed it to her. She scanned it and told me where to sit. I informed her that I had selected my seat because of my crippling anxiety and where she was telling me to sit was the row behind the driver seat. I explained that I have to sit on the other side of the bus that is why I selected seat the windown seat on the first row not behind the driver. I said my ticket says Seat D which is obviously the one I selected online. She said well seat D in this bus is behind the driver. So I was made to sit behind the driver in Seat A. I looked and seat D was in fact not behind the driver, but when I boarded the bus there were a lady and her younger daughter sitting in it. So for half my trip I had to sit behind the driver when I selected a seat that was not behind the driver. I was weary of taking FlixBus in the first place because of my anxiety and not being able to deal with a lot of people and being crowded. So halfway through the trip I pointed out to the driver that seat D was labeled in the opposit side from where she made me sit and someone was in the seat. So she got irritated and told the lady she needed to move to a different seat. Come to find out when we stopped that it was actually the drivers daughter and granddaughter that were on the bus. So I am asking for a full refund of my whole trip. I don't really care what the refund policies are. I want my 74.97 refunded IN FULL as the first leg of the trip was way too traumatizing for me. I also want this driver retrained on how to speak to customers that are basically paying her wages. I know it's not a FlixBus driver, but a driver from their contracted provider, but she needs to be retrained and I want a full refund. I didn't want to use FlixBus in the first place and now I am regretting using them. I haven't seen my therapist for six months because there was no need to, but after the way she spoke to me and I was forced to sit in a seat I didn't choose that obstructed my view looking forward it caused me to have a panic attack. You have to understand my anxiety around being driven and not driving myself. I have to see my surrounding that is why I selected the seat I did online. Please refund my money immediately. The experience was very traumatizing. It may seem very trivial to FlixBus, but I have mental health conditions and the ride brought up an issue I have not had for almost a year. That is why I had stopped seeing a therapist. Please just refund my money because it will go along way to paying for the visit to my therapist.
Please help mediate and get FlixBus to refund the amount I spent for the trip.The reason are stated above. Thank You.
Dear ***,
Thanks for sharing your experience. Passenger *** is important to us, as it allows us to constantly evaluate our product, service and operations and make changes as necessary. It was unfortunate to read that your experience fell so far short of your expectations. We are also in receipt of your Revdex.com complaint in this matter.
We pride ourselves in partnering with friendly and courteous drivers. That's why we're extremely sorry to hear that you didn't have the chance to experience this. We have already addressed your concerns regarding your report of the driver's behavior with their supervisor. Although we can't share the outcome of the investigation (for privacy reasons), your concerns will be addressed urgently. If you have not done so already, we invite you to complete the post-ride survey that was emailed to you after your ride concluded.
As a courtesy, we have refunded your seat reservation fees totalling $7.99 back to your original method of payment. This credit should appear on your statement within 3-5 business days. In regards to a refund for the trip itself, unfortunately once the ride has been taken and the contract for carriage has been fulfilled, a refund is not possible. Only in situations of a cancellation or a delay exceeding 120 minutes AND the customer opts-out of a ride is a refund possible, per our Terms & Conditions to which you agreed during the booking process.
We are confident that your experience was the extreme exception and not the standard. Therefore, as a further gesture of goodwill, please accept a voucher valid for 50% off a future FlixBus journey. This voucher is valid for 3 (three) months from the date of this email, has no cash value and cannot be sold, but can be gifted to friends/family. To redeem, simply enter the voucher code *** in the appropriate field prior to completing your next FlixBus.com or FlixBus app transaction. Kindly note, supplementary redemption is not possible.
We look forward to an opportunity to restore your trust in our product and services and welcome you aboard again, soon and often.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable. Travel voucher will do nothing for as the experience I had on the ride was very traumatizing due to the driver and the way I was treated by her and not being able to sit in the seat I paid extra for. The reason I selected the seat I did was because I am not able to have anything obstruct my view when being driven in any type of vehicle. This is due to my anxiety. I would have ended the trip and used other means if possible, but I was trying to get to a funeral and had not very much time to waste. I know my complaint seems trivial, but having to sit in a seat that obstructed my view of the outside and nbot being able to be aware of all of my suroundings caused me to have a panic attack which in turn sent me back to my therapist which cost twice the amount of the trip. To say in the respnse that I should have used other means if I thought the ride was going to complicate my health is ridiculous. What should have happened is I shoudl have been able to have the seat I paid for without having to argue with the driver about it and her have to kick her daughter and granddaughter out of it. I would have used other means if there was time for me to make other arrangements. I know the 75.00 seems like nothing to me, but after speaking to family members and them seeing how distraught I was at the funeral I am actually filing a lawsuit against FlixBus and the company they have providing the transportation since FlixBus themselves doesn't actually provide the rides their contractors do. So I am filing a lawsuit because of mental health after this ordeal is not good. And at this point whether I prevail in a lawsuit or not I don't know, but this company has to be held accountable for this. They should have just refunded my whole trip cost which was 75.00 not just the 8.00 for being able to select my seat. If I don't have a response saying the whole trip will be refunded I will be filing a lawsuit. The lawsuit is already prepared and written, but it will be filed Monday morning if I do not have a response saying I will get my full refund by then. And also prrof that this driver has been talked to and retrained on how to handle situations.
Dear ***,
Thank you for your message. At your request, we have looked at your case once again.
You have bought a bus ticket to from UCLA in Los Angeles to South Jordan and you are checked-in for both rides, which means our conveyance duty was fulfilled after you reached your destination mentioned on your bus ticket. You mention in your complaint that, eventually the driver relocated the passengers seated in seat 1C and 1D were relocated to other seats and you were permitted to travel in 1D for the duration of the ride.
Per our Terms & Conditions, to which you agreed during the booking process,
12.2.2 Generally, only those persons with a seat reservation are entitled to occupy a reserved seat. FlixBus may reassign seats for operational or safety reasons, even after departure. This may occur, for example, when pregnant women, minors, children traveling alone or persons with physical disabilities need to move to another seat and no corresponding seats are free. In such cases the bus driver's instructions must be followed.
As a courtesy, and without statutory duty, we have refunded your seat reservation for your entire journey and this refund of $7.99 has already been returned to your original method of payment.
Your bus ticket can only be refunded if you resign from your booked ride - i.e. you did not use the service you have paid for. The passengers who were registered on the ticket have been checked in, while the booking has not been cancelled, so a refund is regretfully not possible.
We regret that we cannot meet your request for a refund in this case and our decision in this matter remains unchanged.
We hope to welcome you again aboard with FlixBus in the future.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
I boarded a bus in San Francisco Sunday Dec 8 for Anaheim at app. 10:32pm . My luggage And guitar was lost.
My name is ***. My booking nimber on the Flixbus I boarded from San Francisco on Dec 8th at app: 10:24pm is XXXXXXXXXX
I was left by the bus at a stop in the middle of the night and my luggage was lost. I have tried to locate it to no avail. A large black duffel, a smaller black duffel,a backpack and my classical Takeharu guitar. One duffel says Serenity on it and the guitar case has a sticker on it of the Grim Reaper. It is everything I own.
I asked about compensation since it's four weeks since luggage is gone and I was give legal pages regarding compensation by someone on the Flixbus Facebook page. I read it. My response:
The bus driver left me and also a high school coach (they did not know one another) at a stop in the middle of the night 3:00 am
Flixbus sent me this.
18.4.2 Liability shall be excluded in cases where the loss of baggage items was unconnected to an accident involving the bus, in addition to the mix-up or theft of the same, except in cases of intent and gross negligence.
Leaving me at bus stop and not finding my luggage and classical guitar and not being is contact IS gross negligence.
I would like my guitar replaced and my clothes replaced. I don't have these things now.
Thank you
I would like my classical guitar replaced immediately. I would like my clothes replaced and my luggage and backpack.
Document Attached***
I also had my computer with my luggage. It's a PC. It was a year old and was a Gift from my parents. They might have the receipt. It was approximately 500 new. My guitar is difficult to replace and is valued at approximately 500-800 I have provided a photo. My clothes were all the clothes and shoes I had.
Thank you.
Dear *** and ***,
We regret that you lost your luggage on this trip. We have a direct line to the main HUB in Los Angeles, which is where most luggage ends up when it stems from lines in California. We have retrieved luggage in the past, even after it has been some time, so it is certainly not out of the question that we will find yours. We have already alerted the shop manager in LA and if it is there, we will know by the end of the day.
Regarding the claim that your son was left behind, causing this issue in the first place:
We take claims like this seriously. We have checked the GPS data on this ride where we can see exactly how long the bus was stopped. The driver said 20 minutes and waited exactly 23 minutes 44 seconds.
(see attached GPS screenshot).
Unfortunately, it is not the driver's responsibility to make sure every passenger *** back on board. Yes, they try, but ultimately, our per our Terms and Conditions, our bus drivers are not responsible for passengers who do not make it to the bus in time, or luggage left behind as a result of a passenger's mistake. We only reimburse for lost luggage if it is FlixBus's fault, and in this case, it was not.
Please be patient and if your luggage is in the LA station, you will hear from us ASAP.
Best regards,
*** from FlixBus
Document Attached***
Today we received more information from Flixbus. This is what they emailed in response to an email we had sent awhile ago trying to find the luggage. This was in response to being sent their guidelines at one point. Will we hear from them tonight? Or... as it states later in the email... are we to be patient again and hear from them ASAP. In great hopes the luggage and computer and guitar is located. Lost Dec 8th.
(The consumer indicated he/she DID NOT accept the response from the business.)
We will consider this matter resolved once the luggage is returned or we have come to an agreement regarding compensation to replace what has been lost.
Given the fact that it has been stated Flixbus would know if the luggage is in Los Angeles by the evening of the 7th of Jan., we are expecting an answer forthcoming.
If the luggage is not at the Los Angeles lost and found facility, we do accept the response that there is no responsibility on the part said employee i.e. Flixbus, for transporting luggage to its destination, knowing rider was on bus when bus departed San Francisco.
That being said, we are in great hopes the classical guitar, computer, and luggage is found at the lost and found at the destination it was going.
We see no reason it would not have ended up there on Dec 8, 2019 and are eager to hear.
Thank you.
*** and ***
(XXX)XXX-XXXX
Dear *** and ***,
Good news. As promised, we searched and have located your luggage and guitar in the Los Angeles HUB. For details on how to retrieve it, please check the email we sent from our internal system.
Best Regards,
***
Customer Service Agent
FlixBus, Inc.
(The consumer indicated he/she ACCEPTED the response from the business.)
All Luggage was found except one piece and the computer. We will return to Los Angeles Hub at one point and perhaps retrieve it. However, we are satisfied. Thank you.
I would like to report flixbus because the way they are conducting their business in the United States is unacceptable.
Flixbus are offerings assigns seat at their buses for extra cost. Their bus never arrived. They sent a complete diferent bus where assigned seat were assigned to different people twice. The bus they sent had the most uncomfortable seats anyone can travel. The bus driver did not have any authority of the bus. I felt unsafe. Beside when I called customer services to claim my assigned seats money. The first said the money will be return to the credit card with in 5 mins then the said that ibecause it has been 12 days since my travel date I have to fill up a form online I requested the form to be sent to my e-mail they denied my request stating they are not able to do that. At no time I was informed that my assign seats will not be available at the different bus they sent, neigther offered to returned my assign seats money back. It is not the customer fault the way they are coducting their bus. I feel they are doing faux Advertising and stealing from comsumer. That is not acceptable I want my assigned seat money back the same way the charge the credit card I should not be claiming money for a service that was not provided that money should be automatically refund to the credit card. Reservation # XXXXXXXXXX
I should be asking for a full refund this is not the case i want my seats extra money returned to the credit card automatically with no further effort. Beside i believe the company should implement the way they are conducting bus. Specifically and directly informing the customer that their assign seats *** not be available. They should included this information on text messages the same way they informed their customer on changed on their buses.
Dear ***,
Our apologies for the delayed response. We regret to hear that this cancellation caused you an inconvenience.
In short, yes, of course you are entitled to a refund for your premium seats and we apologize this has not happened sooner. We have already prompted the $6 refund back to the method of payment you used to purchase the tickets. It will be reflected in your account in the next 2-5 days.
We do our best to keep buses running on schedule, but sometimes, cancellations are unavoidable, due to mechanical breakdowns, traffic, legal bus labor hours, road closures etc.
When this happens, naturally, we prefer to send replacement buses that have the full amenities of a FlixBus. But occasionally at the last minute, in the interest in keeping our passengers moving, we send out a replacement bus that is safe, comfortable, and clean, but may not have the same seat structure.
Again, sorry that has taken so long to settle and we are hope you are satisfied with this resolution. We hope to see you on a future ride with us.
On that note, However, we would love to have you back on board. As a gesture of goodwill, please accept the following voucher for a free (one way) trip on us anywhere you would like to go in our growing international network.
Simply type in the code (see internal message) good for three months
Please note that these vouchers have no cash value and cannot be sold. They can, however, be gifted to family and friends.
We are confident that what you experienced was an extreme exception. FlixBus transports over 350,000 customers every month in the USA alone and most rides go off without a hitch. We hope that you give us a chance to experience a typical FlixBus ride; comfortable, smooth, and event free.
Best Regards,
***
Customer Service Agent
FlixBus, Inc.
FlixBus was unresponsive when I filed complaints with lost luggage. They are not honoring their lost registered luggage compensation.
On November 17th, 2019 I purchased two tickets (order #XXXXXXXXXX): one from Tucson to Phoenix, then another from Phoenix to Tucson. The first bus ride was November 27th, 2019 which departed Tucson at 12:20pm. Upon arrival to Phoenix, I realized I left my suitcase on the bus shortly after we were dropped off. I immediately filled out a lost and found form through the FlixBus.com website reporting that the luggage had been left on the bus. I also called their customer service number 15 different times with little to no information because the customer service does not have information on the lost and found department. As well as calling, I emailed them several times as a follow up with no response because their customer service told me to respond to the automated email they send 14 days after filing a lost and found form without them finding the luggage. The final destination was Los Angeles of my bus number (XXXX), so I attempted to call places nearby to see if they dropped the luggage off but wasn't successful. On my most recent call toe Flixbus, I told them I wanted to start the reimbursement process that is listed on their website under the section titled "Lost or Damaged Registered Luggage" (***). They would not provide any specific information for how to get compensated for lost luggage and I have no faith that the company will honor their reimbursement policy.
I am requesting that Flixbus honor their "Lost or damaged registered luggage" policy and provide me with compensation for the contents and luggage that was lost.
Dear ***,
We are sorry that you left your luggage on the bus, and that so far, all attempts to find the luggage have not worked out. We have a direct line to the LA Union Station shop manager and will contact her tomorrow. She will scour the storage room for your luggage. We have found lost luggage in the past even after some time has, so it is not out of the question that we will be able to locate it.
However, if your luggage is not there, due to the Terms and Conditions that you agreed upon when you booked your ride, we only reimburse the cost of damaged/luggage under the following conditions (see below). FlixBus is not obligated to reimburse for luggage passengers *** unintentionally left behind.
Liability 13.1.3 Passengers *** obliged to label their baggage with their name and address for the purposes of correct assignment and return, and especially to avoid mix-ups.
13.1.4 Passengers *** responsible for loading their baggage when changing vehicles. Possible assistance from the coach driver will only be provided in exceptional cases and does not justify any claims to the same, unless the passenger *** question is handicapped or is an individual with reduced mobility.
13.3.1 Valuable items, such as cash, jewelry, precious metals, keys, glasses (sunglasses and/or reading glasses), electronic devices (laptops, iPads, tablets, MP3 players, cellphones, cameras), contact lenses, prostheses, medication, important documents (diploma certificates, other certificates, credentials, passports, driving licenses, securities), etc. and fragile objects must be conveyed in hand baggage, not normal baggage, and are subject to the due diligence of passengers.
13.3.2 Should passengers *** choose to place valuable items in their normal baggage, no liability claims shall be accepted. Cases of intent or gross negligence shall be exempted from the above.
16.2 Liability for collateral damage shall be excluded in cases of ordinary negligence. This shall not apply in cases of intentional or negligent injury to body, life and health.
16.3 Liability and level of compensation for damage to baggage shall be limited and excluded as follows:
16.4 In the case of damage to baggage items resulting from an accident involving the bus, or loss of baggage items resulting from the same, the level of compensation per damage claim per passenger *** baggage item shall be limited to $250 per adult ticket and $125 per child ticket.
16.4.1 Liability shall be excluded in cases where the loss of baggage items was unconnected to an accident involving the bus, in addition to the mix-up or theft of the same, except in cases of intent and gross negligence.
16.4.2 Liability for damage or further damage resulting from passengers' failure to pack the baggage items in an appropriate manner shall be excluded, except in cases of intent and gross negligence.
16.7 The limitations and exclusions of liability shall not apply to a statutory mandatory liability without fault or if a no-fault warranty has been assumed in individual cases.
To summarize, now that we are aware here in the USA Customer Service center that you have lost your luggage, we will everything we to help find it. If we can not, FlixBus remains not liable for this expense.
Best regards,
*** from FlixBus
(The consumer indicated he/she ACCEPTED the response from the business.)
The same day filing the complaint, I was in contact with one of the shop managers. They gave me some information but for my case scenario with lost luggage, I was left unsatisfied initially. After some time and more emails back and forth between FlixBus customer service, I was again in contact with the shop manager who was able to confirm my luggage at a location. After all of this, I was left satisfied. Even though I still had to put it more and more effort to keep the case open, in the end FlixBus provided me with the information I was in need of.
Flixbus irresponsibly abandoned me at the RestStop in Avenal while I left my bag on the bus which has my passport, laptop, phone,other personal items
I was from *** on the Flixbus! The bus Connection 2000 Direction LA downtown. Operated by Flixbus Parter ( TourCouch Charter and Tours - Screamline Investment Corp. )
Flixbus left me behind at the reststop in Avenal while customers stopped there to use the bathroom, Flixbus did not announce how many minutes for resting, I went inside to the subway to buy the foods and eat about 15 minutes, then came back to the parking place, Flixbus was gone!
I was so panic while the FLixbus could leave without counting the customer, I tried to call to Customer Service by 1:32PM ( after seeking some helps around to figure out the way to catch up the bus, but none helps). On the tracking detail system Flixbus showed rest stop in Avenal from 1:15Pm to 1:45 pm
my bag was on the bus under my seat! I tried to contact to customer service for help! They asked me fill down the lost and found form! Not provide me the driver 's contact or any option that I could contact to driver! After talking to them so many time ,They said I could ask my friend or family in LA to meet the driver when bus arrived there. I followed their instruction pass *** name of my friend *** to customer service to confirm with driver that my friend will meet him in LA downtown to get back my personal .
My friend was waiting at the address *** to meet the driver from 4:30pm and the bus supposed to be there at 5:05PM ( but it's late arrival after I confirmed with Customer service about the estimated arrival 5:35pm)
I was left behind, no money, no thing with me and I tried to run around the Gas station asking people for offering me a ride to LA! I tried to ask so many people, finally there is a nice family help me! Then when I arrived to LA at 5:30PM. I met my friend was there and we both kept waiting for meeting the driver , 5:13PM I tried to call CS for tracking whether the bus arrive or not, they confirmed it's going to arrive about a few minutes but me and my friend kept waiting for meeting driver over there, and asked other driver from the same company , they said they dont know.
The Flixbus was closed because of holiday
I was shaking and tried to contact to CS again at 5:44pm they said bus has completed the trip a few minutes ago. OMG This is really bad experience, when and where the driver dropped the customers? My friend and me was the exact location that CS told us waiting for meeting the driver .
I was so upset since I tried to do anything that I could do to meet the driver and get back my bag but hopeless and disappointed about Flixbus Service , They left me behind without notification for customers, they are not really caring about their customer at all. I tried to ask them for lost and found department or office in Los Angeles downtown, they refused to let me know the location or contact and they said it does not open for public,
It has been 4 days after I filled out the Lost and Found Form accordingly ( Flixbus rule) to trace my bag, but it seems they are very irresponsible each time I tried to contact to ask them
Please let me know where is my bag or any other helpful contact about Lost and Found department, not Customer service number *** since they never give me the answer, just saying " please wait and follow procedure" I have all information from my trip and Flixbus Partner operated by (( TourCouch Charter and Tours - Screamline Investment Corp. ) it should be possible to connect to driver based on the historical records- Also. as I mentioned, there are a phone *** inside my bag , phone number ( XXX XXX XXXX) which I am still able to call but none pick up, so I guess my bag should be somewhere in their Lost and Found store.
Thank you Revdex.com for helping me pushing Flixbus working again on my case, Flixbus in LA contacted to me thru email and returned the my baggage already!
I think without Revdex.com , I will not get back my baggage. Flixbus did not even care about my feedback in specific or other customer in general, ( it is very irresponsible about customer's lost and found properties, and there are no connection between their lost and found systems globally and locally, and Flixbus global sent me one email notified that they couldn't find my baggage by 7 Jan 2020). While my bag was there in its Flixbus office - Downtown LA, California
Fortunately, I received everything , please update my case and close it
Regards
Flix Bus failed to complete a vehicle inspection prior to departure therefore all passengers *** stranded on the side of the road for over 8 hours.
The bus departed from Los Angeles at 12:30am on Mon December 23, 2019 and final designation is San Francisco at 7:30am. However, it is 7:17am and still stranded on the side of the road in Lebec, CA. Been stranded all night in the pouring rain. Due to their negligence in failing to inspect their bus prior to our departure. This bus continues tolls to over heat causing safety concerns for all on the bus.
Refund. This is unacceptable.
Dear ***,
Thank you for contacting us.
We regret to learn about the circumstances of your ride and would like to sincerely apologize for the inconvenience it caused.
Please be assured that our partners' buses are examined on a regular basis as per Department of Transportation and California Public Utilities Commission requirements, and undergo regular safety checks before the start of every ride. However, as with anything mechanical, breakdowns can still occur.
Since we have arranged a replacement bus to take you to San Francisco, it means that our conveyance duty was fulfilled after you reached your destination mentioned on your bus ticket.
However, we would like to reimburse the costs of snacks, meals or refreshments (up to $15.00/person) corresponding with the waiting period, and therefore kindly ask you to send us your receipts as a scanned file or picture attached to your reply to our email to you on December 29th, so we can start the process to reimburse you for approved expenses.
We are confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our product and services and turn this 'ow' into a 'WOW' on a future FlixBus journey.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response of Flix Bus. Due to their negligence we were not able to remain on our trip. The bus was extremely cold, having us stranded on the side of the ride for more than 8 hours, me and my son end up not feeling well and exhausted that once I got to San Francisco I immediately looked for a turn around bus to get us home. Instead of enjoying our time in San Francisco, I was on the phone the entire time trying to resolve this issue and searching for a bus to get us home as soon as possible in addition to calling the hotel that I was staying out trying to secure the next morning check up. We were not coming back until after Christmas but instead we had to come home early due to their negligence and failing to provide a safe, and secure ride up to San Francisco as promised. This was my second time using them, the first time they cancelled my bus on the 4th of July without notice and still has not refunded me for that. I have also put that in my complaint and the have failed to acknowledge to give me a refund for that as well. Therefore, we are entitled to a full refund in addition to the $15 per person for the waiting period of over eight hours.
Dear ***,
Again, we are sorry for what you experienced on your ride.
Yes, of course we will reimburse you for your snacks as promised. However, we can not do this until you attach the receipts and your banking information so we have a place to send the money to. We sent you an email with more information to your in our personal system. Please return to receive your money.
Because you did reach your destination, despite the circumstances, which were caused by weather and holiday traffic, not FlixBus negligence, a cash refund is impossible.
Our buses are regularly checked, but occasionally, break downs can still occur. The driver did his best to navigate a tricky situation that was challenging for everyone involved. Finding a replacement bus for your ride was also tough, due to all the road closures, which is why it took longer than anyone would have wished. But we are happy that if nothing else, we found a way to get your bus to it's destination as promised.
In closing, we currently operate nearly 350,000 connections each month in the U.S. alone and most of our rides go off without a hitch. Therefore, we are confident that your experience with us was the extreme exception and not the standard. If you woud like to give FlixBus another chance, please respond and it would be our pleasure to provide you with a free one way trip anywhere you would like to go within our growing international network. This voucher would be valid for one year, but would be good for travel only, not for sale and have no cash value.
We can not control the weather, but we can do what we can to make this right within the limits of our company policies, and do hope you will take us up on the offer for a free ride on a future FlixBus journey.
We will also look into the issue that happened in July of 2018 and review the situation and come to a conclusion which we will send via our internal system.
Best Regards,
***
FlixBus, Inc.
Best regards
I purchased a ticket from Sacramento to San Francisco, bus was delayed and then never arrived at all. People had to wait for 1.5 hour to find that out
Me and other passengers waited for the bus for 1 hour and 30 mins until finding out that bus is not even coming. Company did not bother sending another bus, simply decided that its okay to just let everyone know that "there will Be no more busses today". During the wait time I have not been notified of the delay until I called and customer service reps did not know where the bus is, they couldn't call the driver and couldn't give directions for the passengers. They told me that I have to keep calling back and waiting for the bus that was not even was on its way. I gad to call 5 times (!) to find out that bus is actually not coming after 1.5 hour wait. We all were waiting outside and freezing. The last rep said he can issue a refund that will only come to me within 3-5 business days, even though the charges for the ticket were taken out of my account immediately not after 3-5 business days. Very poor business practice. I would like reimbursement for the 1.5 waiting time! I got sick because I was waiting outside for so long because they asked me to wait.
I want at least 10 free rides on this bus if I ever again in my life will want to use this miserable company
Dear ***,
Thank you very much for getting in touch with us. We are in receipt of your complaint to the Revdex.com regarding your recent FlixBus experience. We truly apologize for the inconvenience you experienced the day of your journey.
We've prompted the refund of your ticket price of $12.99 on December 23rd to your PayPal account associated with this email address. Generally, PayPal credits your account right away, but we have no control on just how quickly the credit appears on your account. If you don't reflect the refund at this point, feel free to dispute the transaction with PayPal which will send a message to our Finance team to follow-up.
During the booking process, customers are provided the opportunity to provide a contact number for purposes of being advised via SMS messages of any details affecting their rides. Our records reflect, for this specific booking, you elected not to provide this contact information. Therefore, you would not have received updates on the status of your ride.
The message sent at 12:44pm on the day of your ride that stated,
"Greetings from FlixBus! We regret to inform you, due to weather conditions, your originally booked trip has been cancelled. If available, a new booking confirmation has been sent to your email you provided. If not, please contact Customer Service at *** for other alternatives or a refund. We apologize for any inconvenience this may have caused!"
We encourage you to include a cell phone number with each FlixBus booking (or subscribe to Push Notifications through our app) to remain informed of delays or other changes to your ride.
Per our Terms & Conditions, to which you agreed during the booking process, FlixBus is not responsible for the cost of hotel or alternative carriage expenses if the reason for the cancellation is weather-related. In this particular ride, the roads between Sacramento and San Francisco were closed due to weather and unsafe road conditions.
However, as a gesture of goodwill, please accept a voucher valid for $5 off your next FlixBus booking valid anywhere in our growing International network. This voucher has no cash value and cannot be sold, but can be gifted to friends/family. To redeem, simply enter the voucher code *** in the the appropriate field prior to completing your next FlixBus app or FlixBus.com transaction. Kindly note, supplementary redemption is not possible.
We are confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our product and services on a future FlixBus journey.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
I purchased bus tickets online and flixbus keeps charging my account for tickets I did not purchase. am now blocked from customer service #.
I purchased tickets for flixbus abs keep incurring charges for more bits *** that I did not buy.
I want a refund for the bus tickets I never purchased.
Hello, ***:
Thank you for your message. We have checked our systems and we do not show any transactions linked to the email address registered with your Revdex.com complaint.
If you believe that your credit card data has been misused by third parties, please make sure your card is blocked by your bank institute and ask them to reverse the transaction.
In cooperation with your credit card institute, we will then proceed further. You are certainly not responsible for any fraudulent charges made to your account.
Kindly note, as part of our investigation, we will use data such as the IP address from which any disputed transactions took place and other metadata to determine the validity of the charges, which will be shared with your financial institution as part of our response to your dispute.
We look forward to an opportunity to resolve your concerns and bring this matter to a satisfactory resolution.
Best Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
Flixbus drivers coerced and demanded cash that went into their own pockets. Flixbus support and management completely disregards the issue.
On 11/22, my FlixBus drivers on bus connection X06 from Munich central bus station to Zurich central station were incredibly rude, unprofessional, and lacked even the bare minimum customer service skills.
We were going to load our baggage onto the bus and the male driver angrily told us to get in the other line. We didn't know there was one single line as other FlixBus buses that we've taken had separate lines (one to load baggage and another to board). After scanning our ticket with the female driver, we went back to load our luggage and found the male driver scanning another customer's ticket. This means the other customer was not forced to wait in the line while just before we were told to. I believe this was a discriminatory decision on the driver's part as we don't speak German. I was ready to load the baggage into the bus and he again angrily told us to get in the other line. I explained to him that the other driver had already scanned our ticket. After the discriminatory unfairness and mistreatment, the same male FlixBus driver assumed that our baggage weight exceeded the limit and demanded me to pay 9 Euros in CASH. I told him that we've taken multiple buses and there hadn't been an issue because the weight was compliant with the accepted weight per the ticket. The female driver came by and forcibly yelled at us telling us to "pay the money, if not, you can stay here!" The driver then continued to demand cash payment. We were hesitant because we didn't have much cash and wanted to pay by credit card. The drivers said cash only and we had no choice but to pay cash. We saw that he put the cash into his own pocket.
Unlike other bus drivers, the three times the male driver spoke in the intercom, he did not give an English translation. The two drivers treated us poorly and this is likely due to racial discrimination. The two drivers should be trained and coached. I would suggest diversity, professionalism and mannerism courses. I would think FlixBus would expect a certain level of service provided by their employees. As a paying customer, I expect a certain level of respect and courtesy. I also expect some sort of resolution for this awful experience and for the fact that I had to pay extra when I shouldn't have had to.
I spent almost a month trying to deal with Flixbus support. The first few responses were canned apologies, completely disregarding the gravity of the situation. The next responses, I was asked to provide a receipt of the forced fee, and I already stated that I was forced to pay cash and no receipt was provided. The next email, support asked me to provide measurements and an image of the luggage. I provided this and their final response was that the luggage exceeded acceptable dimensions. This is FALSE, as the luggage I used was under the limits. I tried to explain this by telling Flixbus support what the acceptable dimensions were and they assumed that THAT was the dimension of my luggage.
Flixbus should compensate me for several reasons. 1. The Flixbus drivers SCAMMED me and coerced me into paying a fee that I did not owe, that turned out to be their TIP that was most likely never reported to the company 2. My experience with that Flixbus ride was unpleasant, left us with a horrible impression of the company, and almost ruined our trip 3. Flixbus support has wasted hours of my time and dragged the issue going on for almost a month Flixbus should investigate the male and female driver, measure their integrity, and deal with them accordingly.
Dear ***,
Thank you for contacting us. This is a case that happened in Germany and we are therefore responding in accordance with their last response to you.
(below)
Gladly, we will try to clarify your issue:
Independent from how you put it - 31" x 12" x 20" or 31" x 20" x 12" - 20.25 is bigger than 20 and 13.5 is bigger than 12.
It is one of our priorities to make sure that your travel experience with us is comfortable and pleasant. We want to ensure that our customers are in safe hands during their entire journey.
Still sorry to hear that we did not reach your expectations regarding your last trip with FlixBus.
Please consider this as our final e-mail regarding this case.
We are sorry that at this point we cannot offer you any further assistance, but we do hope to welcome you back on board soon again.
Best regards,
*** from FlixBus
(The consumer indicated he/she DID NOT accept the response from the business.)
You completely disregarded everything in my complaint and merely resent what I was sent by a confused agent.
How many more times do I need to reiterate this to make it clear? The measurements of my baggage is 27.75" x 13.5" x 20.25". This equals 61.5".
The ALLOWED limit per https://global.flixbus.com/service/baggage is 1 travel baggage item (max. 80 x 50 x 30 cm (31.5 x 19.7 x 11.9 in), some deviations in dimensions allowed for max. size of all sides of 160 cm (63.0 in), max. 20kg (44.1 lbs).
61.5" is LESS than 63". It clearly states that deviation in dimensions are ALLOWED for MAX as long as ALL SIDES are under 63".
you are writing to the Revdex.com for FlixBus, Inc here in the USA. There is nothing we can do about a German Case here. However, we will try to respond to your case internally where we can give you some emails to try.
Expect an email soon.
Best
(The consumer indicated he/she DID NOT accept the response from the business.)
You sent me the generic Flixbus.de email. Either they don't care or they really dont understand. This issue remains unsolved. If Flixbus condones and encourages their drivers to steal from both the customer and company, then so be it. I'm sure the world would love to know the story.
FlixBus, Inc. is not the same company as FlixBus GmbH in Europe. Each entity with FlixBus has their own Terms & Conditions and Customer Service team and protocols.
Your case has been escalated to the proper team in our European Customer Service department, but this is not an incident that occured in the United States of America, so we are unable to further assist you.
We apologize that you feel your case was not handled to your complete satisfaction. Please reference the contact information in the email sent to you for other options to pursue your case. This will be our final communication in regards to this matter.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
No English speaking workers to help with common refund or ticket exchange issues. Horrible customer service, told me "I'm going to hang up now"
Problem Date: 12/10/2019
Purchase Date: 12/10/2019
***
ETC: Asked to speak with a supervisor and was told they could not speak to me because they spoke German and this was a German company.
I would like a refund or ride credit due to me being forced to take the bus ride.
Document Attached***
Dear ***
Thank you for getting in touch with us here and we apologize for any confusion. We had moved your case to our internal system in December and wanted to make sure you got the direct email from us, sent to you on 12/12/2019, regarding the "double payment" of the extra 5$. After investigation, as we anticipate you have already seen reflected in your account, this was the email we sent....
"Thank you for getting in touch with us. We checked our records and reflect that both of the 'charges' on your account were actually authorizations. Only one successful transaction for $5.00 went through; the other transaction was an authorization only and will/should-have already fallen off your account. As you were only charged the $5.00 expected, a refund is not possible.
***
However, as a token of appreciation for your choosing our service, it would be our pleasure to offer you a 50% off voucher for a future ride on FlixBus, good for three months. Please see your direct email for this code. Kindly note this voucher has no cash value and can not be sold, but can be gifted to family and friends.
Looking forward to having you aboard FlixBus in the future.
Best Regards,
***
Customer Service Agent
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they only addressed me having to pay for another ticket. Flix bus did not acknowledge there bus driver forces me off the bus even when I made it before the bus left. It's was 12pm midnight and the driver left me in downtown LA saying I was late and refused to let me board. There were four other people the bus driver refused to let board even when he did not close his doors yet for departure.
Dear ***
Thank you for contacting us. Customer feedback is important, as it allows us to constantly evaluate our product, service, and operations.
Regarding this trip, thank you for providing us with enough information to investigate this ride a little further. Our apologies if this information was not explained to you at the time.
With great care and effort, we try to create the best timetables to ensure that our guests arrive safely and on time to their destination. Just like with other means of public transport, our rides are tied to those schedules.
We ask passengers to arrive to the bus stop 15 minutes before departure, as we cannot wait for delayed passengers and need to leave the stop on time.
In this situation, according to the driver, you were late for the ride. We can see here that we did solicit a statement from the driver and there is also some conflicting information regarding the main reasons the driver decided to deny this boarding.
According to the Terms and Conditions you agreed to at the beginning of the ride, our drivers are enabled to use their own judgement and deny boarding in a situation where they feel there is an issue that may jeopardize the safety / comfort of the passengers or their own ability to safely drive. The specific terms are below.
Travel Commencement
6.1 Passengers are recommended to reach the departure point 15 minutes prior to travel commencement.
6.2 Claims for carriage and the booked journey may be otherwise assigned in the event that passengers are not present at the scheduled departure time and place for the route booked.
8.1 Instructions issued by driving and accompanying personnel must be obeyed.
8.2 Driving and dispatch personnel shall be authorized to exclude persons from travel if they are obviously intoxicated or under the influence of drugs. The same shall apply to passengers who compromise the safety of their fellow passengers for other reasons or significantly impair the well-being of the latter. Claims to substitute transportation shall not exist in these cases.
My guess is that this information was not communicated to you, but may explain why the refund was denied.
FlixBus is a little different from other bus companies in that we don't own our own buses or operate our own lines. Instead, we partner with over existing charter bus companies across the USA. When there is a driver / passenger dispute, there may be a lag while both sides of the case are investigated.
We have communicated your request for clearer communication to our service team.
As someone who has ridden with FlixBus on multiple occasions (including a ride since this incident occurred), we would prefer to have you back on board and assume the next ride will go more smoothly.
Warmest Regards
If I do am only giving 2 stars because the service in San Diego is acceptable. However, service in Los Angeles is unacceptable, almost deplorable. There loading area is not covered so customers are at the mercy of the weather. Buses are LATE from half an hour to two hours. Employees are generally rude and nobody knows where busses are going and coming from, and the app does little more than sell the ticket and give a general idea of where the bus stop will be. Nobody actually knows where and there isn't anyone to explain where most of the time. It's a huge disservice and insulting to the customers whether they are paying $3 or $60, this business needs to treat their customers with respect, and they do not.
Dear Jennifer,
We can see that you are a regular customer with us and we want to keep you happy. We just refunded your ride from LA to SD to your original method of payment. You should see that refund in your bank in 2-3 days.
Per our terms and conditions, if a passenger *** a ride, a cash refund is not possible. However, as you are a regular customer and it sounds like you were left in LA quite confused, we are making an exception for you.
As for the employees in the station, next time you are at the Union Station stop, know that there is an office with seats and you are more than welcome to get out of the cold / heat and relax inside the station. Also the station's assistant manager is absolutely excellent. If you are there again and have any questions, please ask to speak to the assistant manager as she is a kind helpful person who knows what is going on.
We hope that this solution satisfies you and that you continue to ride with us.
Best Regards,
Georgia M.
Customer Service Agent
FlixBus, Inc.
On 11/30/19 ,the bus was a no show. I called customer service.They told me it was late.The bus never showed up. I paid for a service, I didn't get.
On 11/30/19 the bus was to stop at 5:00 in Henderson NV. I arrived per ticket instructions, 15 mins. early. There was no bus, I waited. My dad drove around to see if the bus was somewhere else. At 5:05 I called customer service. They told me the bus was running late and to wait. They asked me if I had gotten information about the bus change. I said no. They told me to look for a white bus with a red deer instead of a green flixbus. I told them that the bus tracker showed the bus was running late due to arrive at 6:30, but they said to wait and that the bus will get to the stop. The rep said they would find out where the bus was and they were going to send a an email with the status. I never got one so about 5:30 I called back. (There was another passanger at the lot) There was parking security making rounds in their vehicle. He confirmed the bus stop and also said he would look out for the bus.On my second call, the rep alluded that the bus might have left without us. I asked him to please confirm and let me know if I could board a later bus. They told me to call back in 10 mins. I called back ( the time was around 6:10). The last rep said the bus had left at 5:05 and that I couldn't board another bus because they were sold out. They said they couldn't give me a refund because the bus driver gave the info that they left at 5:05. However, I stated that that wasn't the case and the bus had never showed up. The rep just kept talking in circles, apologizing and stated that I could buy another buys ticket for the next day. I demanded a refund, but they kept going around in circles just stating that the bus waited until 5:05. So I hung up and that night I requested a refund via their contact form. I have gotten no confirmation of receipt for my request. Today I send another email. I am asking for a full refund and I don't want a voucher for a bus that will never so show up. I want a full refund back to my credit card info which they have. The total for the ticket was 26.98 ( ticket, fees and seat assignment). I'm also requesting 23.02 because I had to purchase a ticket with a different company to return home. I cost I wouldn't have incurred. The total is $50.00. I'm attaching the file for the replacement ticket I bought because I can only upload 1 file and flixbus has the information for the ticket that I bought with them.
I had to buy a ticket with another company for a total of *** ( *** plus *** in fees). The flixbus ticket for the service I didn't get was *** ( fees,ticket, and seat selection). I'm asking for the *** to be refunded back to my credit card and that they send me a check for the difference *** If they claim they can't credit my card, I would like a check to be mailed for the total of 52.98. I will like this to be resolved ASAP
Yes we can also provide you with the reimbursement of difference in fares between your FlixBus and your alt carriage.
Please provide us with the following banking information and we can process the remaining reimbursement of $23.01 via ACH Transfer. Please provide the banking details which we sent to you in an internal e-mail and we will reimburse the final $23.01.
Best Regards,
*** with FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern, I had clearly replied with the accounting. The amount that still needs to be reimbursed is 25.01 and not 23.01. This is because you made a reimbursement of 24.98 instead of 26.98. The amount you credited was not the full ticket price. There was a difference of $2.00 PLUS the difference of 23.01 which is the difference of what I had to pay to another bus company. So the total amount due is 25.01. Please note that per my Revdex.com complaint, I asked to be refunded the flux bus ticket via credit card credit and I asked for a CHECK to be sent to me. Please forward 25.01 via check to my address: *** I will not give you my personal bank information along with the bank tracking number for security reasons HOWEVER you can send the payment via PayPal using my email: ***
To summarize: I you still owe 25.01 and not 23.01 and please send the payment via PAYPAL using my email address: *** as I'm not comfortable providing you with all my personal banking information. Thanks you.
Dear ***,
Thank you for getting in touch with us. We had another look at your case and it appears that during the booking process, you chose NOT to supply a cell phone number to be notified of delays, cancellations or any changes to your ride. Our Operations team was notified shortly before the ride began that this ride would be operated by an unbranded bus, white in color. All passengers *** supplied their cell phone number (or subscribed to push notifications through the FlixBus app) were notified of the following:
"Caution! Line 2030 looks different today!
Bus color: White Bus with a red *** Logo
Operator: ***
In the future, we highly recommend supplying a phone number or subscribing to push notifications, so you remain informed of any changes that affect your ride.
In this instance the bus came and went, but you were uninformed that your bus wasn't green for this reason.
Nevertheless, we have initiated your refund for $25.01 (we're including the non-refundable $2.00 service fee that you've disputed in your last communication as an exception to our policies.) Although an ACH transfer is much faster, as you've requested a check, please allow 10-14 business days for the check to arrive to you address specified. Upon receipt and deposit of this check, this shall be your acknowledgement that this case has been settled in-full.
We remain confident that your experience was the extreme exception and not the standard and we look forward to an opportunity to restore your trust in our product and services on a future FlixBus journey.
We look forward to having you aboard soon!
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company stated they will send me a check for 25.01 and that I will receive it within 10 days. I haven't received the check yet. To summarize I agree with them sending me a check but they haven't done it.
I have been waiting on my refund since 11/08/2019.
My bus trip was canceled on the day of the trip- book number XXXXXXXXXX. I requested a refund on the day that it was cancelled and haven't received the money back yet. I have reached out to the company twice in regards.
I would like an immediate refund.
Our apologies,
We were under the impression that your ticket was already refunded via the original method of payment.
Thank you for getting in touch with us.
We can process your refund via ACH transfer
Please provide us with the following banking information (sent to you in an internal email).
We will process this for you as soon as we have this information. Our apologies for the confusion.
Best regards,
*** from FlixBus
I had pre-paid bus tickets where the buses either were completely canceled and never showed up, or showed up more than an hour late with no notice.
A continuous problem with Flixbus's customer service is that they keep trying to find a way to shift the blame on me, the consumer, rather than taking responsibility for their lack of transparency when it comes to customer service and providing a reliable service. I am requesting refunds for 3 fares whose service was never received. I understand Flixbus's refund policy states the bus must be delayed 120 minute or more in order to receive compensation, but in a contract with a customer who has already paid for a service, it is policy that the consumer shall be notified with any delays or cancellations in a pre-paid service. In all three cases, Flixbus was negligent in alerting customers about delays, and the tracking app was defective, leaving customers stranded and waiting for an indefinite amount of time. Customers were forced to find another method of transportation with no refund or reimbursement from Flixbus. I have listed the fares below and the exact amounts of the additional charges incurred due to negligence on Flixbus's end.
Flixbus also continues to state that their customer service line is always available to help, but out of all the times I have called, NEVER have they picked up the phone, claminig "all agents were busy." There is no option to hold for the next available agent. Agents have directed me to social media for a quicker response but even social media agents have not sufficiently answered queries or in some cases, have never responded at all.
Flixbus maintains that alerts are sent out readily but I receive them at random times. For the fares listed below, I received NO NOTICE about any delays or cancellations. Flixbus blames me, the consumer, for not listing my cell phone and email address for delay notifications, even when it is clear that through my account this information is listed every time I have made a booking.
The following trips were NOT taken, but still paid for:
*** (11/28) - bus was cancelled, with no notification - requesting refund of *** plus additional charges for Uber to Amtrak station, and Amtrak tickets to get to my destination *** - *** total
*** (11/3) - no notification of delay until an hour AFTER the departure time - requesting refund of *** plus additional charges for Amtrak tickets to get to my destination *** - *** total
*** - no notification of delay until an hour AFTER the departure time - requesting refund of *** plus additional charges for Uber to Amtrak station, and Amtrak tickets to get to my destination *** - *** total
TOTAL reimbursement: ***
For all these trips, I did have my cell and email listed for notifications but received nothing. Flixbus claims I did not have my contact information listed but that's false, as I do under my account. I also called the Flixbus customer service line multiple times, with no response. In addition, I reached out to Flixbus via Facebook (social media) hoping for a more immediate response. I always either received a generic response, or most recently, no response at all (it has been 2 months).
TOTAL reimbursement itemized above:
We are writing to let you know that we just refunded your ride back to your original form of payment. Expect to see this processed in next 2-3 days. It does seem like there was enough of a delay in the ride to entitle you to refund the trip.
Per our terms and conditions, we do not refund a ride AND pay for alternative travel. If there was a difference between the Amtrak and the FlixBus, we would return. However, based on the receipts you sent internally, the price was the same, save for a few cents.
We are sorry for the inconvenience and do hope to see you on another ride. If there are extra Amtrak receipts please send them over.
Best,
***
Customer Service Agent
We did send out notifications regarding the delay to all our passengers, letting them know what was going on and what to do. However, either you did not provide your phone details at the time of booking or you never received them, which is unfortunate, as you would not have been left so confused had you been able to read the notifications.
At any rate, your refund has been processed. We hope to see you on another ride.
Best Regards,
*** from FlixBus
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Customer Service
FlixBus Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a refund for all 3 trips I never was able to take because they didn't show up at all (as with 11/28, Thanksgiving day), or they were late, over an hour, and I never received notification about it despite having my cell number listed in the alerts on my fare. FlixBus has only refunded ONE of the 3 fares, and not even the full fare, but $4.49. They did not address the bus that never arrive don 11/28, nor the full fare on 10/27.
Additionally, they are claiming that the Amtrak I had to take as an alternative means of transportation when Flixbus failed to show up, was the same price. No. The Amtrak tickets are $29 each (3 total), and in addition I had to find transportation from the Flixbus stop to the Amtrak station. Please review the exact amounts I have detailed, as these are the unnecessary expenses I've had to take. There is very much a difference between the Amtrak and Flixbus prices, which the difference I am entitled to receive compensation for.
#*** (11/28) - bus was cancelled, with no notification - requesting refund of $6.49, plus additional charges for Uber to Amtrak station, and Amtrak tickets to get to my destination ($50.64) - $57.13 total
#*** (11/3) - no notification of delay until an hour AFTER the departure time - requesting refund of $9.19, plus additional charges for Amtrak tickets to get to my destination ($29) - $38.19 total
#***(10/27) - no notification of delay until an hour AFTER the departure time - requesting refund of $6.49, plus additional charges for Uber to Amtrak station, and Amtrak tickets to get to my destination ($29) - $40.57 total
Thank you for getting in touch with us. We are sorry for the issues you have had with FlixBus.
We do want to reiterate that had you put in your number when booking your ticket you would have been receiving notifications about the cancellations / delays. In each case, there were notifications given, delays do happen and the last one you discussed was due to a bus needing to take an alternate route due to fire.
However, when checking the notifications that came in for other passengers, on these rides, I do notice that the instructions were general enough to allow passengers to make their own decisions.
We are willing to refund your Amtrak tickets as you did not take these rides and did not receive information in a timely matter. Please attach all Amtrak receipts to the internal email we just sent you.
Please also provide the following banking information and we will reimburse you via ACH Transfer. (please respond in the internal email we sent you not here with this information)
Name of Bank
Name of Bank Account Number
Routing Number
Account Number
As per our terms and conditions, we do not refund uber trips (even if they are to get to the train station).
Additionally, we don't refund a ride AND pay for your alternative transportation.
What we can do is refund your Amtrak fees - the FlixBus fares. Please provide receipts as soon as possible and we will reimburse. We hope you find this final offer to be agreeable and fair.
You have been a loyal FlixBus customer in the past we we hope this resolution may help bring you back into the FlixBus family.
Best,
***
Customer Service Agent
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Promised total refund of *** separately for the actual fares) has not been received despite promise and the resolution that we came to two weeks ago. I cannot accept this business's response until the full refund I requested is received.
Dear ***,
Thank you very much for getting in touch with us.
Thank you for confirming that you DID indeed receive your original refund. Kindly note, we refunded this ride, because there was a discrepancy about whether you were given a notification that FlixBus allows cash refunds on delays over 120 minutes only. Due to this, we honored your refund and you confirmed that it was received.
We see that the final $16.18 (the difference between your Amtrak fare and the FlixBus refund) that we still owe you was refunded on 01/10/2020 but are waiting approval, due to holiday schedules. There is no reason you won't see that in your account shortly, but can understand your need for speedy payment. Rest assured, it is on the way this week.
As for the other trips listed in your Revdex.com complaint, please understand that it may be a breif time before we can trace down each of these trips, investigate each side of what happened, determine who is at fault, and come up with a solution.
However, regarding the refund on the ride you most recently wrote to our Customer Service Department about directly, the money is already there /coming.
Thank you very much for providing us the opportunity to make things right. We remain confident that your experience was the extreme exception and not the standard and we look forward to an opportunity to restore your trust in our products and services on a future FlixBus journey, especially as someone who we can see is a regular rider.
Warmest Regards,
*** from FlixBus
We were not communicated with the whole trip, there was no air conditioning, and we arrived 3 hours late. I missed my family on a holiday for this.
On Wednesday, November 27, my wife and I paid *** to see family the day before Thanksgiving (*** XXXXXXXXXX). Seeing that my family would only be in town for that Wednesday, we thought that we would have a Thanksgiving dinner the day before to celebrate together and with our bus being expested to arrive at 3:15PM, we thought that making reservations at a restaraunt at 4:30PM would suffice. However, we were horribly wrong.
We started boarding the bus from Boston, MA at 11AM (on time), but the bus driver fully inspected the bus after we all boarded and sat on the phone as well delaying our departure by 30 minutes. However, after we got on the road it seemed as if all our troubles would disappear and we would arrive only 30 minutes late, but I was wrong. 30 minutes into the drive, we stopped at the gas station because the bus WAS OUT OF GAS (he should have filled up before picking up passengers). So we waited 10 minutes for him to run inside and pay and for the tank to fill, but once we were ready to leave once again, the bus would not start. After trying to get the bus started, the driver proceeded to call a friend to help him out with problem solving and after waiting for 45 minutes, he got the bus started. SO at this point, we are about an hour and a half late technically. However, since we are heading into New York the day before a holiday, it was much worse.
Traffic began ot build, traffic that would not have been there if we left and continued on our route in a timely manner. However, I was still hopeful to cath the tail end of my family dinner. About halfway through the bus ride though, it began getting dreadfully hot and THE FRONT WINDSHIELD WAS COMPLETELY FOGGED UP. The bus driver began clicking buttons demonstrating that he did not know how to work the air conditioning in the bus so as passengers we were left thinking: 1) this is not safe and 2) how is this bus legal to tranport people in and 3) is this man even a lisenced driver because it is a safety hazard if you cannot unfog the windows.
With that, the bus driver chose to sacrifice our safety for time and wipe down the windows as he drove on the highway instead of pulling over and letting the bus air out. In this dillemma, we as passengers needed to begin to strip clothing because it was so hot that we were having a tough time breathing. So, at this point we as passengers are 2 hours late beacuse of his mistakes and traffic and on top of that are unfomfortably hot and feeling completely unsafe. BUT, we moved on.
Driving through Queens, the bus driver missed 2 turns and drive past them for miles forcing us to need ot turn around twice and our trip delayed by another hour at this point as traffic continued ot build and we were very far out of the way. After the bus driver made all of these mistakes as well, he never said a word to us as passengers. He never asked if we were okay with the lack of heat, he never communicated that we would be late, and he never expressed remorse for all of the mistakes that he made and the tight spots it put us in as his clients. With that, we clocked in and arrived at 6:13PM when we were supposed ot arrive at 3:15PM and we were more frustrated than ever.
Overall, it was a nightmare bus ride and I was unable to see my family for our Thanksgiving dinner. We expect no voucher because we do not want to use this service again, we need a full refund sent to the credit card that I paid with. 30 minutes - 1 hour late is sad but understandable, 2 hours late is a shame, but 3 hours late should owe every passanger *** that bus a refund.
I would like to recieve a full refund for this trip. Attached I showed my reciept and the PDF ticket that I recieved so the business should be able to compensate us the small amount that we paid. Also, I called their customer service hotline and they directed me to a "complaint form." After searching for a long time, I found no form and that is why I am here. Sad that is is so difficult to get service from these people. If anything, I think it would be great if you make complaint forms accessible for people like me at all so I do not need to go through the Revdex.com just to express concerns.
Dear ***,
We are truly sorry that your ride from Boston to New York fell so short of your expectations. Holiday travel can be so *** and we do empathize with the frustration of knowing your relatives are waiting for you and being unable to make it to Holiday plans.
So you know, we are sharing your feedback with the Bus Partner who operated your ride regarding the issues with the AC to further investigate what happened here. We are also inquiring why the bus started the ride without a full tank of gas, and why the delay wasn't reported to us.
Some delays are unavoidable, especially during the winter. But in your case, some of these delays could have been prevented. Our buses are always checked for safety before a ride starts. When there is a technical malfunction mid ride, it can throw everyone for a loop, passengers and drivers alike.
Regarding a refund, per our terms and conditions, we are unable to offer cashback refunds if a ride has been completed, regardless of the conditions.
15.2 Should it be reasonable to assume that the departure of the booked journey must be cancelled, or will be delayed by more than 120 minutes or in the event of overbooking, passengers have the following options: (a) to continue their journeys at the earliest possible opportunity on a different route leading to the destination stipulated in the contract of carriage at comparable conditions (bus or rail) to those named in the same, or (b) to request reimbursement of the fare and the free return trip with the bus to the place of departure stipulated in the contract of carriage as applicable. Claims for reimbursement of the full, paid fare shall exist both for the parts of the journey completed as well as for those not completed if the passenger is not able to complete the journey in accordance with his/her original travel plans. Reimbursement shall be made in monetary terms within 14 days after receipt of the compensation claim or passengers have been given the choice of (a) or (b), above, unless passengers agree to another form of refund.
We are happy to refund the $131.96 as a travel voucher good for any future rides with FlixBus.
We did read that you aren't interested in a voucher, however, we would love to have you on board again and get a chance to provide you with a typical FlixBus ride (comfortable, easy, event free, safe, affordable travel). We transport over 200,000 passengers *** month and most rides go off without a hitch! Our hope is that your ride back to Boston was much more pleasant.
Simply use the code*** right before you press "redeem'' in the booking process. You can continue to use the voucher one ride or many until the credit is used up anywhere within our growing international network. Please note that these vouchers have no cash value and can not be sold. However, they can be gifted to family and friends.
Again, we apologize and hope to restore your faith in our service on a future ride.
Best Regards,
***
Customer Service Agent
FlixBus, Inc.