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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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Buses get cancelled last minute and no notifications. No refunds for delays under 2 hours. So if it's 1.5 hours late, you're standing in the cold waiting AND not entitled to any refund. Scam company.
Greetings, Seoyoung:
We apologize for the inconvenience you experienced during your recent rides.
We try our best to develop schedules that allow our passengers *** reach their destination in a comfortable and reliable way. We regret that this was not the case for your connection.
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 was fulfilled, refunding is not possible. When it comes to onward transportation from the point of arrival, refunds are also not possible.
During the booking process, you are strongly encouraged to enter your cell number for purposes of remaining up-to-date on the status of your ride and any delays. It appears on most of your recent orders, you have not submitted this information, therefore you would not receive the notifications regarding delays.
Per our Terms & Conditions, to which you agree-to during the booking process (https://www.flixbus.com/terms-and-conditions-of-service):
15.1 If there is a cancellation or delay, FlixBus or the bus station operator will notify the passengers *** from a staffed terminal of the situation as quickly as possible, and at the latest 30 minutes after the scheduled departure time, and inform them of the anticipated departure time as soon as this information becomes available. FlixBus shall offer all passengers, particularly those departing from non-staffed bus stations, electronic information regarding cancellations or delays. In order to receive this information, passengers *** provide the required contact data (e.g. cellphone number).
Also,
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 *** 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 *** 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 *** been given the choice of (a) or (b), above, unless passengers *** to another form of refund.
We currently operate nearly 350,000 connections each month in the United States alone and most of our rides go off without a hitch. Therefore, we are confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your faith in our product and services on a future FlixBus journey.
Warmest Regards,
*** H.
TeamLead, Customer Service
FlixBus, Inc.
I bought 3 tickets to Tucson AZ from Los Angeles my child borded with out complaint coming back my son with my grandma and step mother included got left stranded at the pick up destination by the driver whom was smoking in front of my son and let passengers *** alcohol drinks on board and just because she didn't see a car seat all she said your not allowed on closed the door shut and took off .after 10 pm ur allowed to ride with out a carseat and flix did nothing about it but blame me for it and just gave me the next day available and just said they can't do nothing about it . But offer me a next day trip or I can search something else and they will just refund me . Very horrible company never will recommend . You guys left a 3 year old and a senior out like nothing . disrespected and disgusted
I am traveling from NYC to RIC (VA) today Nov 22, 2019 on the 7:30pm bus.
I travel very frequently on the bus and today I noticed non of the outlets were working/on. I go to the bus driver and politely ask about the outlets. His response was "no outlets, sit down" in which I asked again if he could turn them on. He replied with "NO! Sit down Right now, no outlets go sit!" He had a disgusting attitude. I couldn't believe it. This guy deserves to be fired immediately!
Dear Charlie***
Thank you for sharing your experience.
We pride ourselves in having friendly and courteous drivers. We hope this courtesy has been the norm when riding with us, and know you experienced a rare exception in your experience with this one driver.
FlixBus is a little different than other bus lines in that we do not own or operate our own fleet but partner with existing bus lines. Would you be able to provide us with your booking id, so we can track down the right partner and investigate this matter further?
Regardless of this incident, we would really appreciate having you aboard our green buses again. With this in mind, it would be our pleasure to offer you one free trip on us anywhere you would like to travel within our growing international network. When next booking with us, simply enter the voucher code (sent to your personal email) at the end of the process, press redeem, and watch the price jump down to 0. These vouchers have no cash value and can not be sold but can be gifted to family and friends.
Again, we will follow up with the driver who operated your ride when you return with your booking ID. We are sorry you were treated in this way, especially as a regular customer.
Best regards,
Georgia from FlixBus
I had a ticket booked for a 1025 PM bus. The bus never showed up. The company will not give me a refund, only a voucher offer.
I paid for a bus ticket, using PayPal for a bus leaving at 10:25 PM.....the bus never showed up.
The ticket price was $9.99 plus a $2.00 service fee. The company now claims that I only paid for the $2 fee with PayPal, when I paid for the FULL price with my PayPal Account.
The company will only offer me a voucher. When I turned down the voucher, they asked for my personal bank account information to do a wire transfer. Who asks for personal bank information these days? Why would I give my personal bank information to someone like that, that is why I paid for my ticket with PayPal.
My booking number is XXXXXXXXXX
The company will say that I only paid the $2 with Paypal, and the rest with a voucher. Yes I paid with a voucher from a cancelled booking because they REFUSED to give me a cash refund, so I had no choice but to pay with a voucher. The company does not give refunds.....they only give vouchers. The vouchers are worthless if a bus is not going to show up!
I know it is a small refund..... *** But it is money I paid for a service that they did not give. I was stranded at midnight with no bus ride that I paid for. I do not want a voucher from these people because I will NEVER use there service again. I do not want there useless voucher.
Dear ***,
We are so sorry for the bus delay you experienced. Our drivers do their best to stick to exact timetables, but sometimes delays are unavoidable. Flixbus certainly understands why these issues would frustrate a passenger. While we have consistent terms and conditions in place regarding cash refunds vs vouchers, in your case, there is enough grey area that we will be able to process your refund. It is too late beyond the ride for a refund directly to your PayPal. We understand that you do not wish to receive the refund via ACH Transfer. If you provide us with your mailing address we are happy to send you a check for the $9.99, although the process does take a little longer. Please respond here or in a DM with the address and we will get the check out to you right away.
Best Regards,
***
Customer Service Agent
FlixBus, Inc.
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund is what I asked for in the first place, so I accept their response.
I shouldn't have to wait 2 weeks to hear back for a refund
Save you're money this company is unethical with zero morals.
I'm ***
I booked a round trip ticket originally for 79$ per trip equaling to 161.96 in total. from New Orleans to Dallas on the 22nd of November and to from Dallas to New orleans on the 30th of November both tickets leaving after 10pm direct no transfers...
Then on Nov 13 I received a text and email saying my trip was rebooked for Nov 22 and to return on Dec 1 both trips with 2.5 hour delay for transfers both leaving way after midnight for routes that are clearly cheaper than what I paid ( how do I know this ? Because if I wanted to cancel the trip through the app I would only get back 49$ per trip ?!! ) so where is the remainder???
I asked myself
I called CS today November 18 after doing some much needed reach on the Flixbus company ( yesterday ) asking why I was not getting reimbursed since the Rebook they did on their end is for cheaper ticket ..I was bluntly told I will not get reimbursed I can cancel the new rebook and get the rebook price minus 5$ per ticket ( for a rebook they did with out my consent ) ..
At this point I'm thinking this is highway robbery also known as theft ..so I was livid disappointed and beyond hurt , but pretty glad the call is recorded by them and myself for proof if it's needed to go further ( my spouse works for a firm so I'm aware, Louisiana, is a one consent party state )
Anyhow,
I than hang up upset in tears because I'll be traveling with my 2 year old daughter ( the reason I booked direct tickets , knowing that the stops are on random streets in the worst area no woman or child should be after dark in USA , and it's too cold to have a child waiting on a bus with no shelter ) yes flixbus stop(s) are on random streets with no security or shelter in the South of the US , so imagine my concern as a mom in a city I know nothing about in the middle of the night with a female toddler ..
I called back spoke to a new rep she then informed me do not cancel my trip on app and submit a form for refund for my original full amount of 161.96 but it can take up two weeks to even get a reply back and honestly that's unacceptable cause this scam the company pulled by advertising a route they could not honor saying it's operation issues is clearly an in going issue based on reviews here on Revdex.com , YELP, GOOGLE etc etc , why proceed on rebooking me with out asking first and neglecting to reimburse the price difference? they rebook me and did not reimburse the money or even offered on what I would lose for their mistake of not being organized.
I love to support New companies but not if their going to cheat me out of hard earned money I work for .
I'm better off with MegaBus or greyhound or even southwest airlines .
How you guys steal money and find it okay
I'm one less new customer for sure .
So again save your money and read all the reviews, if any are close to mine, trust me it's true !
I should of studied this company first . let's hope they have integrity to refund me my money cuz I will not be taking their services and cheated out of money for cheaper routes due to issues on their end I will not spend $79 per trip on taking. Rebook I did not submit for of a $49 trip.. what happens to the other $60 it makes no sense
And it's extremely unethical .
Original ticket I booked myself
Is ***
I also attacked my bank sending notification of the amount while I was still on the flixbus site that also shows booking number with time and date stamp when I placed payment not even 5 seconds after booking on 11/8/2019 for the amount of 161.96$ on visa card ending 6789 navy federal credit union
A full refund of 161.96 . please do the right thing and just refund me .
Hello. Please know in advance that there are certain FlixBus policies in our terms and conditions that we are required to adhere to regarding cancellations and re bookings
If possible, we strongly encourage you to use the rebooking you were provided with because it is the trip most convenient and close to your original trip. Although we do our absolute best to get our passengers to their destinations on time, sometimes, cancellations are inevitable. Your customer service representative was correct in stating that a rebooking is indeed cheaper than you canceling yourself and using a travel voucher, because of the cancellation fees.
However, we do understand that the ride with the 2.5 hour stops may not be ideal for your child. In this case, you can withdraw from the ride for a cash refund of the trip (minus the cancellation fees). For your entire list of options, please feel free to call *** Please in no way feel you are obligated to travel with FlixBus we will refund the ticket if you would rather book another service.
As for the pricing, our system is dynamic and always changing. Like airlines, prices jump up and down frequently, based on a number of factors. Kindly note that reimbursement for the difference between your original price and the new price will not be possible. But we wish you a pleasant and comfortable journey.
Best Regards,
***
Customer Service
FlixBus, Inc.
As I stated before , I do not want a trip that is coating less than what I paid that has a 2.5 wait time with no shelter with 2 treat old daughter do I think pressuring me is really looked upon either .
I believe I made it 100% clear I want my refund not a trip you rebooked me in that 50% less than what I paid for ..and on the recorded call I just made with Rep I'm entitled to my full amount refund and I did make sure it's recorded on my end I'm asking you to do the right thing .the rebook was done by me so therefore I am required to get my full refund back as stated over the phone .
I will be adding these responses to the claim in screen shot uploads .
Do the right thing and just give me my hard earned money back for your mistake .
Dear ***,
Our apologies for the confusion in this messaging. To be clear, you are in no way obligated to take a trip that doesn't work with you. Also, your refund will be for your original payment not the reduced.
We were originally unsure of whether you were looking for a new trip. That was the source of our confusion here.
Yes, per our terms and conditions, it is, of course, okay to get refund if FlixBus reschedules a trip that doesn't work for your schedule. We have already prompted the full refund for your ticket back to your original method of payment. You should see the refund reflected in 2-3 days.
Our apologies for the confusion. Hope to see you on a future trip with us.
Best Regards,
***
Customer Service Agent
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Where is the full amount as promised why was only 30 refunded when I paid *** ? You see my bank statement . this very unsettling
Dear ***,
We apologize and take ownership of the confusion with your refund. There were a few technical hoops to jump through due to some grey areas in the case.
However, the remaining $131.96 was just refunded to you today at 10:40 am PST. You will have it in 2-3 days.
As FlixBus continues to make changes to our system, we will soon be able to give the customers the option to accept a rebook or get their refund, which will make booking / rebooking with FlixBus a lot simpler for everyone, customers and agents alike.
Thank you for getting in touch with us.
We look forward to having you aboard soon, and hope for a chance to restore your faith in our products and services. We are happy to have figured out the conflict and gotten the approval for your refund.
Best regards,
*** from FlixBus
My refund request was denied for a duplicate ticket purchase for bus service from dallas to Houston.
I purchased a bus ticket for same day travel from Dallas to Houston. Upon arriving at the bus stop, which not clearly marked as FlixBux, nor was the passenger bus used marked Flixbus, it pulled off on time. 3 min later I received a text from them stating the bus being operated did not look like their normal bus.
I called customer service for assistance. They advised that I had to purchase another ticket. I asked them if I could just be scheduled for the next bus. They would not.
I purchased another ticket and proceeded to the new pick up spot. The bus at the new location was the very same bus that I just missed. I called again to explain what happened. They told to file a claim online which I did
I filed a claim for a refund which was denied.
Purchase date: November 4th.
Purchase method: CashApp Debit card
Filed complaint Nov 4
Received response November 18
Amount paid: $16.99
I would like a full refund, $16.99. They have my bank routing and account number.
We have prompted the $14.99 refund back to your original method of payment (we charge a 2$ non refundable service fee). We have come to this decision due to the fact that you had delayed notification of the change in color of your bus and that you were not aware the bus was unbranded. Expect this payment to hit your bank in 3-5 business days.
However, please know that 8 other passengers did board the bus successfully, and did receive notification. There may be an issue with your phone provider if you find that other messages come in late.
Regardless, we do apologize for the confusion. We are continuously growing our network of buses to serve the enormous need for affordable transportation in this country at impressive speed. At the same time, we are in the process of wrapping each bus with the unmistakable FlixBus logo to promote our green buses proudly all over the world.
Thank you for getting in touch with us.
We hope to have you aboard soon!
Best regards,
*** from FlixBus
Yes! I am satisfied. Thank you!!!
We were left stranded on a street 11:00PM in San Francisco along with other passengers. Flixbus cancelled bus for 3rd time that day.
We had a reservation XXXXXXXXXX from Sacramento to San Francisco. That went fine. The return trip from San Francisco to Sacramento, CA was scheduled for 7:45PM. At 3:57 PM, I was informed it was canceled due to fire in Vallejo, CA. I rescheduled for a 5:55 PM return trip. I'm at the stop since 5:15 PM waiting when I received an email at 6:39 PM stating the bus is late and will arrive at 6:40 PM. Another bus arrived at 8:30. The bus was over 45 minutes late, and wasn't at our stop for more than 10 minutes to unload and load other passengers. The lady bus driver wouldn't take me because my name on my driver's license is *** and my ticket had *** but she could take my wife. I had all of the proper ticket info and ID but she still would not. The lady driver was very rude and wouldn't take other passengers for the same reason. I called in and had my name corrected as per your drivers request. Your representative told me to tell her he was sending it over, she then said she was leaving. I got my text and tried to show it to her and she said again it was too late and left. She was very rude.
I then rescheduled for 11:00 PM return trip and at 8:30 PM another bus showed up and said he was there to pick up anyone from the original 7:45 PM pick up that was originally cancelled at 3:57 PM. We loaded up with no problem with names on the ticket. The bus would not start due to a dead battery. We stayed on the bus waiting for a tow truck to jump start the bus. One came and tried with no progress. A second tow truck came out to assist the first truck and hooked up both trucks to again try to jump start the bus, that didn't work. So, at around 10:30 another tow truck, this time a big rig, came out and it couldn't start the bus. The driver of the bus told all of us just wait around for the 11:00 PM bus. We waited until 12:AM and decided it wasn't coming. The Flix bus was getting towed back to Sacramento. We ended up getting a ride back to Sacramento with ***. We got an email at 1:49 AM from Flix Bus stating our 11:00 reservation was cancelled.
We wasted a lot of time and money trying to get back home. We were left stranded along with other passengers to fend for ourselves. If your 5:55 PM bus driver that showed up at 8:30 pm would have taken us originally and hadn't been so rude and been a little more understanding due to the situation that happened, we wouldn't be out an extra $123.00 for ***. We didn't get back home until 3:00AM 10/28 with extra expense that we hadn't counted on. We would like to get reimbursed for the *** ride and our original return trip.
We would like our lift drive home reimbursed to us.$123.00 plus $15.00 Tip
Document Attached***
Dear ***
Thank you for contacting us here and at the Revdex.com.
We just wanted to briefly assure you that you were fully refunded for the FlixBus ride you never had the chance to take. We have attached the receipts that show the refund went through on our end.
It sounds like you had an extremely rare experience where several bus issues all went wrong at once. Your experience is not one we would wish on anyone, or typical of FlixBus. We transport over 350,000 passengers a month and most rides are smooth, comfortable, and uneventful.
The drivers of the companies we partner with should make judgement calls that make sense and favor the passenger (such as letting you board with your name being Ronnie rather than Ron) and this issue is being looked into internally.
Unfortunately, per our terms and conditions, we do not reimburse alternative carriage and refund the FlixBus ticket. It is one or the other and we don't reimburse uber costs except in extreme situations.
However, due to the inconvenience you experienced,
we would like a chance to restore your faith in our services. It would be our pleasure to offer you to travel vouchers round trip for anywhere you would like to go within our growing international network.
The voucher codes are (see internal email) and are valid from now on for one
year. You can redeem your voucher while booking via our website www.flixbus.com as well as through our
partner agencies or via the FlixBus App until the credit us used up. Please not these vouchers have no cash value and can not be sold. They can, however, be gifted to family and friends.
We hope to welcome you again on FlixBus in the future.
(The consumer indicated he/she DID NOT accept the response from the business.)
Flixbus stated they dont reimburse uber except in extreme cases. What is an extreme case? We were stranded at midnight in San Francisco with luggage, my wife couldnt walk very much because of a hurt knee, and stranded on a street ( not at a bus terminal ) around homeless/drug addicts ect. fearing for our safety. We are in our 60's couldt find any hotel room for the night. I would call this an extreme case. We will not use their bus service after what we went through. Until we filed a claim with Revdex.com, they said they were so sorry and hope we would give them another try and would not refund us.
Dear ***
As a final resolution to your case, we are going to refund you the cost of your Lyft fare minus the cost of the original FlixBus ticket, that way, you will be paying exactly what you expected.
FYI, this is a RARE exception to FlixBus policy. However, in this case, there are enough grey areas that we are authorized to help you out here a little more. Expect an email in our internal system in a few minutes with more details about the refund.
Best Regards,
***
FlixBus, Inc.
flixbus customer service giving me the run around with my refund and lost luggage
on 09/14/2019 at 9:45 am I was to catch a flixbus from Tucson where I leave to Tempe, the driver was really late , he came at 10:30ish only to tell us he has to which bus , so 11:40 he pulled up , told us to load our luggae have are ids and our ticket bar code really , he goes to scan my ticket and and I gave him my id, so how I was coming up, I tried to tell him , my ticket was for 9:45 not 11:50 anyways he was really rude , made me feel like I did something wrong and was trying to get a free ride,ive called customer service a lot , regarding my refunds because my ticket not scanning happen two more times. they said in week I would hear something back , but all ive gotten was them trying to sell me tickets. I has two weeks worth of clothes , toys for my 3 nieces ,two pair of shoes , perfume two bottle ,tablet for my nieces birthday . a pair of size 9 Stacy Adams men dress shoes for my brother , a small jewerly box with a few pair of earring one guess watch gold with crystal stons around the face of the watch . there saying if they cant find it im *** out , but I dont think so , if the driver would have came in time none of this would have happen. I need help with this
of the Three times this has happen where my ticket would not scan i want my refund , and my luggage , and if my things can not be found , i want my stuff to be replaced. all i what ,this company its like there trained to bs you. the booking #XXXXXXXXXX *** to las Vagas 09/14/2019 to depart at 9:45am my luggage and money was lost on this trip
Dear ***
We sincerely apologize for the confusion with your ticket and are not sure why it wouldn't scan. Our best guess is that you attempted to board the wrong bus. Regardless, we have already prompted the refund for the $9.99 to your original method of payment.
In the event you are EVER in this situation again, please call our customer service line at XXX-XXX-XXXX so that we can get to the bottom of it all right there and then.
Regarding your luggage, the following comment was placed on your tag. "*** - dXXXXXXXX , this person will come and pick the stuff for ***"
What happened with this arrangement? Would you be able to contact this friend and find out whether she had the opportunity to grab your luggage?
Did the bus leave with your luggage inside before you had a chance to retrieve it? Or did you make the choice to abandon your luggage due to the frustration over your ticket?
Please let me know, and also, please attach the receipts for the items in your luggage. We are authorized to reimburse up to $250 for luggage costs. Please send me any receipts you have, so that I can prepare to reimburse for some of them
I did contact the driver of the bus and her response to the whereabouts of your luggage is below.
"Good afternoon we do not have it here in our station so I am not sure was it logged into the lost and found portal?"
***
Southwest Region Senior Sales Representative
Office: XXX-XXX-XXXX ext: ***
***
To submit a claim, you will need to file a police report and supply an itemized list of contents, value and receipts (where available) for us to consider a payout.
Please continue to keep in touch, as we are more than happy to help you with a solution.
Thank you for getting in touch with us.
Best regards,
*** from FlixBus
Flixbus is super cheap. The service fees are low (only $2 per transaction, not per fare like other companies may charge) and if you book early out enough, you can find some great $4.99 fares. The rides themselves, when adhering to schedule, are pretty pleasant and quick. I've only taken the Sacramento to SF round-trip connection, as it makes a stop in Oakland, so my review is reflective of this experience only. Megabus does not stop in Oakland so Flixbus seemed very convenient to me. In my experience the buses have been cleaner and felt newer than other private transit I've utilized before.
There are also more stops in general, which are both Flixbus's merit and downfall. If you book a trip from Sac to SF but then realize you need to get off before the bridge, you can just hop off in Oakland. I believe there's also a route that does LA to San Jose to SF to Oakland to Sac, so you get all those cities along the way if needed. However, this also makes the chance of delays way higher, as there are more stops to make, and each consecutive stop becomes more delayed if the one prior is late for any reason.
I have taken maybe 50 trips over Flixbux over the past year. I would do the Sac-Oak connection pretty much every weekend. Initially, it was great. Oakland is exactly where I need to be. It's much cheaper than Amtrak, less sketchy than Greyhound, and saves me a BART/Uber to/from the City as I would have to with Megabus. Seemed like an all-around great deal. And for the first 9 months or so, the service was great. Yes, there would be delays here and there, but typically no more than 30 minutes. (For reference, Megabus which seems most similar in service and price to Flixbus, is almost never delayed. I've taken Megabus about 30 times and only had trips that were delayed a handful of times).
A few months ago, probably around the beginning of summer 2019, let's say May, I noticed the delays were becoming longer and longer. The longest I'd stuck it out was and hour and a half. Unfortunately, Flixbus's customer service phone number is pretty much nonexistent. They keep you on hold forever, or tell you there are no agents available to help. So if your bus doesn't show up and you want to know where it is, you're out of luck. They do have a bus tracker which in theory is a fantastic idea in terms of figuring out where your bus is geographically at a certain point in time, but it almost never works. I think I've only seen it work for maybe 5 out of the ~50 trips I've taken. And I even have the app. This to me, is the biggest downside to Flixbus's service: the uncertainty. The feeling of standing alone with your luggage on a random sidewalk (not even a proper station with employees you can direct questions to), and wondering "Will my bus be here in 3 minutes or 3 hours?). If they could just be transparent about delays, I could occupy my time with something else. I could go grab a meal or go back home briefly so I don't have to wait in the cold (or worse, the 110° Sacramento summers). But they aren't. Often, you won't get a text or email about delays (I only do half the time). You have to go on the app or mobile site yourself and check, and often it's only updated AFTER the scheduled departure time. So what's the point?
This is problematic for multiple reasons. You aren't just wasting your money on your fare. You're spending additional money to get to your destination another way (for me, it's usually Amtrak which is the most expensive option, $29 one way, because I can't just NOT get home for the night). You're wasting your time waiting at a bus stop for a bus that may never come.
They do technically have a refund policy that you can contact via email form on their website. I've submitted about 10 claims at this point, but only have ever gotten ONE successful refund, ever. And it took about 30 business days to get that responsethat's not a typo. 30 BUSINESS DAYS.
For these reasons, I cannot in good conscience recommend Flixbus as a company. If you are broke and this is the only method of transportation you can afford for longer distances, then okay, maybe you can risk the delays. If your money is more valuable than your timesure, give them a shot.
But if you require reliability in a transportation service, or don't want to waste your time, or would prefer not to wait in the dark streets of West Oakland for 2 hours with no updates from the app and no way to contact customer service, then absolutely, 100% stay away from Flixbus. You have other options that do have their own advantages and disadvantages (my preference is Megabus, Amtrak, and Greyhound in that order) but at least one thing they all have in common is that their vehicles show up and get you to your destination relatively on time. And at least if Amtrak or Greyhound are delayed, you have a station with food, bathrooms, and employees around to service you, rather than being stranded in alone in a dark street with no notification or direction.
Greetings, Regan:
Thank you, on behalf of all of us at FlixBus, for taking the time to share your very detailed review of your FlixBus experiences over the last several months. Passenger *** is critical to our operation as it allows us to constantly evaluate our product, service and operations and make changes when necessary.
Currently, in the United States alone, we are transporting nearly 250,000 customers per month and we're proud of our overall on-time performance and punctuality. However, you've highlighted some concerns that appear to be specific to our California-based partners and we'll be certain to communicate your feedback to the appropriate internal management in an effort to improve our reliability.
In regards to the performance of the "Track Your Bus" feature on our app, I've already shared your concerns with our IT team in charge of this feature in an effort to improve its reliability as well.
As it pertains to contacting Customer Service, email/our contact form is generally the slowest response, messaging us via Facebook (@FlixBus) or Twitter (@FlixBus_USA) is generally the fastest. Our Customer Service team does the best to handle as much call volume as possible, but on peak travel days/times, call handling time might be longer than usual. We appreciate your patience and encourage you to try reaching out to us via Social Media for a faster response. Nevertheless, I've shared your feedback with the management of our call center for their internal review and follow-up.
And, in closing, we're a new mobility player in the USA. We're constantly evolving and pushing the Bus Partners that deliver our services to be the best as we endeavor to be a leader in mid-to-long distance mobility in the United States in the years ahead.
We're confident that service, communication and punctuality within California will improve as we grow and strengthen our network of Bus Partners serving our routes and continue to push our Bus Partners to deliver the best mobility experience possible. We'll continue to offer competitive pricing and routes other carriers don't/can't offer - and we hope to have an opportunity to restore your faith in our services on many future FlixBus journeys.
Warmest Regards,
*** H.
TeamLead, Customer Service
FlixBus, Inc.
Flixbus issued me a voucher that did't work, contacted them and they refuse to give me another one or a refund. Had to change travel plans at my cost
I had to change the departure date and my voucher that was issued by FLixbus, was not working . I was unable to buy a desired ticket and had to use a different company for my travel.Contacted 2 CSRs via chat, both told me that they can not help me or issue me another valid voucher or a refund and that I have to report the issue to another department. In the meantime, I can not use a voucher they gave me.
I had to change my travel plans and use a different company, and had to pay extra ticket.
I would like to get a refund of my original payment in full. I paid via paypal
Dear ***,
Thank you for getting in touch with us here as well as the Revdex.com website in the United States. Although your concern is with FlixBus GmbH in Europe, it is my pleasure to assist you with this case since you registered your complaint with the Revdex.com.
When a customer has been issued a voucher and has subsequently disputed their PayPal transaction for the transaction, our Fraud Prevention team suspends the voucher until PayPal has arrived at a decision about the dispute. According to our records, PayPal found in favor of FlixBus for dispute case PP***
Therefore, please accept a new voucher valid for the original value of your rebooking voucher valid for future FlixBus travel for one year from the date of your cancellation (23-Oct-19.) This voucher sent to your email address on file (value: 32,98 EUR) has no cash value and cannot be sold, but can certainly be gifted to friends & family. The voucher can also be used over multiple bookings until the value is exhausted. 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.
FlixBus is officially considering this case and the Revdex.com case closed with this resolution. We are confident that your experience was the extreme exception and not the standard and we look forward to an opportunity to restore your faith in our product and services 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.)
My response to them:
Hi and thank you for reaching out to me.
First, I wanted to clarify some things - I had opened a paypal dispute before I opted for the voucher and the reason was that I felt your website was not disclosing transfers for customers to see them clearly , instead, they were listed as number 1, which clearly could be mistaken for the number of tickets one wished to purchase, as in my case. I only saw transfers when my payment was completed, and upon doing some online search, learned that it is not safe at all for a solo female traveler to be waiting for a transfer in Budapest bus station from 3-6 or 7 am, The station closes at 9pm and usually there is no one around except some shady, homeless people. I felt your website was not honestly disclosing transfer info for customers to see them, I was using your website for the first time and you do not have 800 toll free number for customer support. Since I was waiting for paypal to let me know about their decision, I did not want to lose my ticket in case they decide in your favor and opted to take a voucher, Although, I understand your fraud department had to step in and investigate, I feel you should've let me know that you have invalidated my voucher. It caused a lot of frustration, since I couldn't purchase the ticket with the voucher I paid for, nor use my credit card as another form of payment. You blocked me completely from using your services without letting me know, and I was forced to look for another carrier since I have booked and paid for my hotel room and because of that, I've acquired additional costs for the bus ride and extra hotel night, since the other carrier operates only a couple of days per week. Needless to say, I was put through huge inconvenience and I am less then happy with you giving me back the voucher with it's original value, something I was entitled to, that should've been available to me at the time I needed to travel.
I have 6 more days to let Revdex.com of the outcome of my complaint and by no means I can say I consider this case closed - I am the one who had opened it and as of now we have not reached an agreement.
Thank you,
***
Their response:
Dear ***,
As this case falls out of the scope of our reach in the USA, we are forwarding your case to the European Customer Service department at FlixBus and escalating it, so that you will hear back as soon as possible.
If they decide, after examining the case further, that you are entitled to an extra voucher on top of the one provided, or a refund to your bank, or both, they will reach out to you. Additionally, they can answer any further questions you may have.
Best regards,
*** from FlixBus
Good morning, my name is ***. I pray that this message will reach you all in good health. And, I pray that you would be willing to put a message out to the public to do not trust nor use this bus company called "FlixBus". I have not had nothing short of a horrible experience when trying to use this company a $53 round trip bus ticket from Las Vegas to Ontario California and back, that I would never even able to use. Turned into a $200 charge from them that I am in the process of disputing charges through PayPal and my bank branch.
I logged onto their website to make a reservation for one round trip ticket from Las Vegas to Ontario California that turned into a very disappointing situation. First, of all where to pick up and or drop off spots are, they are not visible or explanatory, you are put into a guessing situation of where the bus stop would be.
I was blessed enough to acquire a ride to Ontario the company would not give me a refund for my ticket they stated that they would only give me a voucher, that I have yet to receive. I had planned to use my paid for return to Las Vegas ticket but, was not given the change to even do that.
When I initially reserved the ticket on the 23rd of October I woke up the next morning and went on to their site realizing that they had charged me four times they had taken money out of my PayPal account in the amount of 59.96 twice, as well as from my checking account linked to my PayPal account. When I contacted FlixBus Company their response was we don't see a double charge we haven't double-charged you anything! You, won't be getting any money back nor will your ticket be refunded because we don't give refunds. This was on the 24th of October. Later on, that day I had repeatedly called that company back and then all of a sudden, I was told, Yes, we do see the double charge. Yes! you will receive your money back. Needless to say, I still haven't gotten a refund. I haven't gotten anything but spoken to ruling handle in professionally and dealt with in a way that was disgustingly inappropriate.
The only reason that I was willing to try this method was because I had a family member who had used it before and I can't imagine with her being a young person and not having money to spare and possible having something like this happening to her scares me. The thought her, I or anyone else being stranded in some random place at night, in the middle of nowhere.
I have been on the phone consistently with FlixBus Company and have received nothing but unprofessional behavior and total disrespect. I had to turn to PayPal and my Banking institution, whom are diligently working to get my money back.
But, needless to say last night on October 27th 2019 I tried to use the ticket to return home from Montclair California to Las Vegas Nevada and as I explained earlier the bus stops are not clear and as I proceeded to wait for the bus where I thought it would be stopping, I watch it passed *** by. I contacted the company immediately with no success. I was unable to get a live person on the phone. My daughter in turn contacted the company from her phone number and I fact, someone answered immediately. She proceeded to explain the situation and try to find out where we could catch the bus at the next stop, she was spoken to very rudely and then handed phone to me. Flixbus Company then told me that they would "NOT" tell me where the next stop was, that I was "NOT" getting on their bus and I was "NOT" going to get my money back. I have never felt so truly disappointed, humiliated and livid all at once in all my life.
Please! Please! Please! . Let the public know to steer clear of FlixBus company. Always, go Greyhound. Because, at least with Greyhound you may have to wait for the next bus to come but you will never be told that you cannot board it.
Sincerely,
â??
â??
Dear Nina ***
We sincerely apologize for any inconvenience caused during your booking process and your ride.
Please note we have already refunded the extra money via Paypal and it should be back in your account in the next 3-5 business days if not sooner.
We have traced your bus. Our GPS data and time stamp all reflect that the bus was exactly where it was printed on your ticket at the right time and place. Additionally, other passengers *** into the ride. Based on this information, we can not reimburse you in cash for this ride.
However, we would love to have you back on board. As a gesture of goodwill, please accept the following voucher for $57.96, good for three months anywhere within our growing international network. You can use the voucher on one trip, or on several till the $57.96 is used up. When booking your next trip, please use the code (check email) right before you press "redeem'' in the booking process.
Please note that these vouchers have no cash value and can not be sold. They can, however, be gifted to family and friends.
Kindly consider this is the final settlement on this matter.
Best,
Georgia M.
Customer Service Agent
FlixBus, Inc.
My complaint is, Flix Bus moved there location, and I missed my bus, when I purchase my ticket they did not tell me they had moved the pick up spot.
Purchase date 10/22/2019, paid with my Visa card , booking number
I called and asked to speak to a Manager, they would not let me talk to a Manager.
Dear ***,
Thank you for contacting us. Sorry to hear that you missed your FlixBus.
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 do our best to create tickets with detailed explanations of stop locations. Any last minute updates are immediately texted out to our passengers. In this case, there were no deviations.
We traced your bus with our GPS system (see screenshots attached) and can see that your bus was in the exact location printed on your ticket and was there during the exact time indicated on your ticket.
We also traced the bus from a photo view to make sure there were no buildings potentially obscuring the view of the bus. There are not.
According to our terms and conditions
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.
Due to this information, we are unable to refund your ticket.
However, we would love for you to give our buses another chance. As a gesture of goodwill, we are willing to offer you a Voucher worth 50% off a future ride with FlixBus. Simply enter the code (see in direct email) when booking your next ride with us.
We to have you aboard our green buses again.
Best regards,
*** from FlixBus
The company has unclear cancellation/refund rules and doesn't honor under 24 hrs cancellation refund.
I needed to cancel a trip booked previously (booking #***). I canceled it within 24 hr span from the original booking and was expecting at least a partial refund after service fee deduction. I was told I can only get a voucher valid 12 months. They told me that this is the company policy and they don't refund even if cancellation is made within 24 hours. I checked the ticket I got from them, there is nothing about this cancellation policy. I checked their rules and regulations and don't see this anywhere stated: *** . They don't have this information on their site either when the booking is made. There is no warning whatsoever. First time I see this, I ve been doing many bookings before with US companies and the cancellation policy is clearly indicated either during booking process or on the final ticket. And I never had problems getting refund if cancellation was done within 24 hours.
1. I expect a full refund for my ticket 26.99$ due to lack of clear rules of cancellations in their terms and due to under 24 hr cancellation law 2. I need the company to update their terms, clearly stating about no refund policy, and put appropriate warning about their non-refundable cancellation rules so the passengers are fully aware of it. 3. I expect the company update their rules so they comply with the US Department of Transportation rules concerning ticket cancellations under 24 hours.
Dear, ***:
Thank you for your e-mail! We apologize for the inconvenience you experienced regarding the cancellation of your FlixBus journey. As described in our Terms & Conditions, to which you agreed during the booking process:
Due to data security reasons, we cannot make changes to your booking on your behalf.
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 on 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 is 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 your trip is cancelled 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.
As a gesture of goodwill, we have refunded your FlixBus fare, less a $5 cancellation fee in the form of a voucher (emailed to you) valid for future FlixBus travel, valid for one year from the date of this email. This voucher (with a value of $19.99) has no cash value and cannot be sold, but can certainly be gifted to friends and 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 are confident that your experience was the extreme exception and not the standard and we look forward to an opportunity to restore your faith in our product and services on a future FlixBus journey.
Best regards,
***
TeamLead, Customer Service
FlixBus, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
I've read the explanation from the business and unfortunately, I am very displeased and I cannot consider this case closed.
The business claims that I agreed to their term and conditions. I read the terms and conditions and there is not one paragraph that would explicitly say that the tickets are non-refundable, even if canceled within 24 hrs and less.
Every transport company in the US I used before has some kind of warning upon purchase if tickets are non-refundable. But not Flixbus. Not only they don't have it stated clearly but also there is no clear explanation about non-refundability in their terms and conditions.I am sure I am not the first customer who may feel misled just like me.
Furthermore, the business says "As a gesture of goodwill, we have refunded your FlixBus fare, less a $5 cancellation fee in the form of a voucher "Frankly, I am a appalled by this. The business offered this to me already the day I called them to cancel the ticket, so this is not a "gesture of goodwill". This is actually stated in their terms and conditions. They told me that that's the only way I can get my money back. Unfortunately, I am not planning any trips within the grace period of this voucher so I have no way to recuperate.
Dear ***,
We apologize that there was some confusion regarding cancellations.
Specifically, in our Terms and Conditions, to which you agree during the booking process, we state that if the cancellation is due to a FlixBus error, we are happy to refund a ticket, or approve reimbursement for comparable alternative carriage less the cost of the FlixBus ticket. If the cancellation is initiated by the customer, we process a refund voucher that is good only for rebooking of a ticket to another day, time, or location. The exact verbiage is below. We operate similar to an airport in this way; when a customer needs to make a change to a ride, the "cancellation" is processed in the form of a travel voucher valid for future FlixBus travel within one year from the date of the cancellation.
5.3 In the event of a cancellation, a cancellation voucher will be issued. This cancellation voucher is valid for 12 months and entitles the passenger *** make a new booking within this period up to the value of the voucher. If the price of the new booking is more than the value of the voucher, the difference will need to be paid. If the price is lower, the difference will remain on the cancellation voucher and can be used for a different booking. These provisions may change in case of promotional offers that are valid for a limited time only. More detailed information can be found in the terms and conditions of the promotion on the web portal.
5.6 If a refund voucher is used for a booking, these cancellation terms and conditions also apply to the new journey.
5.7 None of the aforementioned processing charges, cancellation fees or any transfer fees apply if the reimbursement is requested for reasons which are the responsibility of FlixBus. The credit of the fare, minus any processing charge or any transfer fee, will only be paid exclusively to the account specified by the customer when placing the order, or to their credit card account if they paid by credit card.
And, 4.4.7 The cash payment of any balance on a voucher shall be excluded.
We hope that you will accept the travel voucher once you realize this choice reflects our normal company policy. Accordingly, our decision remains unchanged and this correspondence represents the final response in your case. However, we look forward to seeing you on another journey soon with us on our growing International network.
Best,
***
Customer Service Agent
FlixBus, Inc.
On August 8, I was supposed to go on a *** ride from SD to LA,USA.
The driver took me off the bus very rudely, although I showed her my booking #.
1. On August 5th, 2019, I bought a ticket through ***' website for a journey between La Jolla (San Diego, CA) and University of Southern California (Annex 1).
2. The selection of this precise journey was to be certain to arrive to Los Angeles early enough in order to make it to my international flight.
3. On August 8th, 2019, I arrived at the La Jolla station in order to catch the booked 10:10 AM bus to Los Angles (Annex 1).
4. Although I showed the bus driver my valid ticket and my booking confirmation, the bus driver nevertheless irately prevented me to get on the bus, repeatedly and angrily stating that my name did not appear on her "hand written list".
5. Astonished by her behavior and in fear to miss my international flight, my demand to the driver to call *** in order to verify this issue was irately turn downed by her.
6. The driver even refused to wait a few minutes when I proposed to call *** customer service, quarrelling that I'm "impossible" before driving away (the bus number is attached to this letter as annex 2).
7. *** customer service with whom I spoke at 10:24 AM (X-XXX-XXX-XXXX), confirmed that there is no reason why the driver preclude me to go on the bus, but nonchalantly told me they could not ask her to return although the bus had just left the station.
8. Though I explained the customer service that I had a flight to catch, the only proposed solutions were those offered in case of overbooking or delays (which, comprehensibly, were not the problem in this case), none of them allowing me to catch my plane on time.
9. Due to FLEXIBUS unjustified behavior, and in order to arrive to the airport on time, I had to pay for an Uber ride to Los Angeles (annex 3).
10. The above-mentioned situation is a disgrace for a company swaggering to bring "a great travel experience" to its customers and to "revolutionize the bus travel industry" with "technological advancements like (y)our e-ticketing system".
11. This unjustifiable situation in which *** wouldn't allow a customer, despite his booking reservation (!) - to get on the bus, nonchalantly proposing irrelevant "solutions", is unworthy.
12. I therefore demand to be refund of my uber ride (amount of $142.19), which I was obliged to pay because of FLEXIBUS' personal unjustifiable behavior.
Best regards
I would like to receive my $142 for the Uber ride that I was forced to take and $12.5 refund for the bus ticket, since I did not get FLIXBUS service.
Dear ***,
Thank you for writing to us. I understand your frustration, but there is a considerable amount of confusion here.
We have had a chance to further look into your claim. FlixBus has our own GPS tracing system that tracks everything from tickets, to check ins, to unusual speeding and breaking. Our traffic control department is in contact with every driver through our app, and on the phone. We also solicited a statement from the bus driver, who has been consistently one of our best.
FlixBus's bus drivers do not check people in using a written list. They are required to use an app to check in passengers so that we can track every part of the ride, particularly, when it pertains to loading and dropping off. The driver who operated your ride has been with the Bus Partner for a long time and would have no reason to break a rule that could cost him his job.
We have traced your bus. We can see that you were in the right pick up location, and that the bus was 20 minutes late to arrive in La Jolla. But, (*** our data reveals you were indeed checked into the ride. Every other passenger *** in our system getting on at La Jolla was also checked into the ride through the app. So we don't have a way to support this claim that 1. you were refused a ride or 2. the driver was using a handwritten list to check people in. If anything, the evidence seems that you took the ride.
Additionally, as stated on our terms and conditions , we do not reimburse for Uber, except in cases where taking alternative carriage by bus or rail is, literally, impossible, (such as the middle of Texas at 5am).
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 *** 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.
With all this, your request for a refund for your Uber won't be possible.
As a gesture of goodwill, we are willing to refund your FlixBus fare in the form of Voucher for a future ride worth $20. However this mix-up stemmed, we would prefer to keep you on as a customer. If you book with us again, please use the voucher code (see email) before ending the transaction. These vouchers have no cash value and may not be sold, but may be gifted to family and friends.
Kind Regards,
***
FlixBus, Inc.
I received Flixbus response.
I believe that this response is another perfect example of Flixbus's very poor costumer service.
There was no confusion, on my behalf, at all (!);
I have an Uber receipt showing that the drop off time in the same location was 15 min earlier than the bus's departure time, and
I took a picture of the bus. I believe that both proving a proof that I was there. Moreover, I talked to your driver and witnessed her calling her supervisor (didn't here what he said), just before she literally told me to take my suitcase off the bus and leave.
My main point to Flixbus:
This is the 4th time I approached you (all documented). In all the previous times (before Revdex.com) you dismissed me by saying that it's not your responsibility. Now (with Revdex.com) you explain to me that "there is a considerable amount of confusion here" ?!?!?!
The only CONFUSION here is yours, regarding your job as a firm to take your costumers from one place to the other at the scheduled time.
Pay for your mistakes!
I used the word confusing because the situation is confusing. Per the attached document, you were checked into the ride. You claim you were refused. But the driver and our system claim you were checked in. Giving you the voucher for a future ride on us really is the best we can do for you. We are giving you the benefit of the doubt and offering a you a free ride. We also refunded (of course) your ticket. We feel this compromise is fair and satisfactory to both parties.
Document Attached***
Hi Revdex.com
Before proceeding with this case for a legal adviser, I would like to receive FlixBus comment for the following:
As I wrote in my initial letter, I called FlixBus costumer service at 10:24, less than 15 min after the bus left the station.
Your representative did not say anything about me being checked into the ride. I'm sure that as an organized company you have your calls recorded.
At first you said that it was a confusion, now you say I was on the bus (maybe I was talking to your representative from the bus itself?!?!?).
It is all ex-post excuses to avoid your responsibility as a company to your clients.
The only "fair solution to both sides" would be one where you are paying for the $142.19 taxi ride I was forced to take because of your very bad service.
This is the last call before I approach legal advise.
***
My initial letter to FlixBus (and Revdex.com) is attached.
Regretfully, our decision remains unchanged for the following (documented) reasons.
1. We have PROOF that the driver was using his app to check passengers in, because other passengers were indeed checked in. The claim that he was checking in people with a pad of paper is simply not true.
2. We refunded your ride, even though you were marked (by the app) as checked into the ride, giving you the benefit of the doubt. Yes, since you clearly took an uber, it makes no sense that you would also be on the ride, so we refunded the ride. That refund should have long since hit your account but if for any reason, if did not, we will rectify immediately.
3. We solicited a statement from the bus driver who says he was not checking people in by a piece of paper nor were there any notes on the ride about you being refused.
4. As a gesture of goodwill, we also gave you a travel voucher good for anywhere across our growing network.
5. Per our terms and conditions, we don't refund Uber rides.
We do understand how this mix up would be frustrating for anyone and it is not an experience we wish on you. However, simply from our policies, we can not refund your uber.
Best Regards
No customer service satisfaction dialogue on recovering my luggage left behind. No information as to where it is?
3 pieces of luggage was left behind on Flixbus in Rome Italy. One email the next day states "they found something ". No other communication has been made as to recovering my 3 pieces of luggage after two weeks gone by. Customer service says they do not know anything as to the companies policy on locating luggage to be returned. They gave my claim form. I must know so that my insurance company can be notified for losses. But I rather have my luggage . Where is it?
My booking number is ***
I cannot wait months ! They said 7-14 days now they say 30 days! other complaints have been months with no success. Worried.
Obtain my luggage
Dear ***,
Thank you for submitting your information regarding your lost luggage. We acknowledge that missing luggage can be quite frustrating. FlixBus operations in the United States are a completely different company than FlixBus operations in Europe. Therefore, our U.S. Team does not have access to your case nor any update to provide you or the Revdex.com.
We have recorded your search request under your booking number ***. We kindly ask that you do not open any more lost & found cases as this significantly slows down the search process for your belongings.
Our system will now check to see whether an item has been found that meets your description. In addition, any new items found will be checked automatically to see if they could be yours.
As soon as a match is found, an employee in our lost and found office will manually check it again to make sure that it is yours.
We will inform you immediately via email if this is the case, of course.
In the meantime, you can view the status of your inquiry here *** by entering your booking number. It is not necessary to send an additional email or to call us; the current status of your inquiry is always available online.
As an additional resource, our records show that your ride was operated by a Bus Partner with the name *** You can reach them directly at *** as they may have more information about your claim.
We wish you the best of luck getting reunited with your lost luggage and wish we could be of more assistance here in the United States with your case.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
FlixMobility Experience GmbH -*** Berlin - Germany
I am not completely satisfied as to all missing luggage was not returned to me. There are photos from flixbus that luggage was found and I acknowledged that they are mine. The bus partner said that unfortunately they do not have anything else. I am still investigating this claim further and waiting for flixbus to respond.
I paid for 2 bus tickets and my reservation was cancelled by the Flixbus company. I still have not received my refund.
I purchased 2 tickets from Baton Rouge to San Antonio for the Labor Day weekend. My reservation was cancelled hours before the bus was to depart. My Labor Day weekend was ruined and never got to leave Baton Rouge at all. I contacted customer service an let them know that the date and time that they rebooked me for would not work for me and I wanted a refund. I was contacted a week later and informed that I would be receiving a refund. Here it is almost a month later and I still have not received the refund.
I am owed a full refund.
Dear ***,
Thank you very much for getting in touch with us. We are in receipt of your Revdex.com complaint *** and we wish to apologize for the delay in processing your refund.
We regret to learn about the circumstances of your ride and would like to sincerely apologize for the inconvenience it caused.
We've verified your case again individually and prompted the refund of your ticket price of $101.96 back to your original method of payment *** and the credit should appear in the next 2-3 business days. Again, we deeply regret the delay in processing your request.
We are confident that your experience was the extreme exception and not the standard and we look forward to an opportunity to restore your faith in our product and services on a future FlixBus journey.
Best regards,
***
TeamLead, Customer Service
â??FlixBus, Inc.
Ibus Driver stopped at an unscheduled stop, forced all passengers *** of bus, told me I had enough time for bathroom then left me stranded in Tulare
I boarded the flix bus in Fresno CA. It was headed to Phoenix with stops in bakersfield and Vegas. An hour after Fresno, the driver informed us she needed gas. She made an unscheduled stop and forced everyone off of the bus so she could pump it. I asked her if I had time for a bathroom break and she said yes.
When I exited the bathroom the bus was gone and so was my luggage.
*** XXXXXXXXXX
I am requesting reimbursement for lodging in Fresno for two days and gas to Fresno.
Dear ***,
Thank you for contacting us. Sorry to hear that you missed your FlixBus. We are in receipt of your Revdex.com ***, as well.
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.
In the rare instances where our drivers need to fuel-up during the route, drivers are permitted to ask all passengers to briefly vacate the coach in the interest of safety during fueling. This also allows customers to stretch their legs and get some fresh air before the route continues-on. However, these breaks, customers are recommended to remain nearby so they are not left behind. Our records indicate that you were the only passenger *** behind at the stop, so it is reasonable to believe that every other passenger of the 39 onboard was aware of the stop duration and time to return to the bus.
Per our Terms & Conditions, to which you agreed during the booking process:
8.8 During breaks/stops or police checks, bus passengers *** to leave the bus if requested to do so by driving and service personnel. Passengers are required to follow the break duration given by driving and service personnel during said breaks. Driving personnel are authorized to continue driving should a passenger not return to the bus after the indicated break time is over, and are not responsible for the absence of a passenger after the indicated break time is over.
In looking into your case, we received a statement from the Bus Driver operating your ride that a break of 10 minutes was announced. Fueling actually took about 15 minutes. Therefore, the driver did not pull away from the station prior to the announced end of the unscheduled break.
Unfortunately, we are unable to honor your request for reimbursement of costs associated with your hotel accommodations or alternative carriage to your final destination.
If you have not yet been reunited with your luggage, you are welcome and encouraged to reach out to the Bus Partner that operated your ride (Fabulous Transportation) at *** to make arrangements to collect your belongings.
We are confident that your experience was the extreme exception and not the standard and we look forward to an opportunity to restore your faith in our product and services on a future FlixBus journey.
Warmest Regards,
***
TeamLead, Customer Service
FlixBus, Inc.
9/18/19 bus Washington DC to Richmond 11:50 pm departure left 30 min early and stranded passengers
My 19 daughter *** was scheduled to depart Washington DC at 11:50 pm to Richmond va on 9/18/19. She arrived 20 minutes early to lean that the Bus had left 30 min ahead of scheduled departure. Flixbus customer service conformed the bus left early.
*** asked another bus driver and staff member who laughed at her. Then, other passenger arrive only to learn they were also stranded.
No effort was made by FlixBus staff to assist. My 19 year old daughter was left stranded at midnight with no way to return. She contacted a friend and stayed the night. I scheduled her travel for the morning. She missed 2 important college classes. Her safety was put at risk by the utter disregard of FlixBus staff and she was terribly upset by staff members laughing at her being stranded. I think this is outrageous, disciplinary action needs to occur, and a formal apology needs to be extended to my daughter, at very least.
Apology, disciplinary action, payment for consequences of their actions.
We sincerely apologize for your experience on your trip to Richmond.
We pride ourselves in having friendly and courteous drivers who stick to accurate time tables to be sure no passengers are left behind.
That's why we're extremely sorry to hear that you didn't have the chance to experience this on your ride. We'll be sure to use your feedback to improve our services and make sure it doesn't happen again.
We have tracked the bus and realize that the bus driver did leave early, as you stated. I see that you were refunded for the portion of the trip your daughter missed. We have already contacted the Bus Partner involved and the issue is being handled internally.
If you have any receipts for alternate transport (how did she end up getting to Richmond the next day) please attach them to the e-mail I just sent you. Please also include any receipts for snacks if she purchased any at the stop. Our finance department will review for further reimbursement.
What you *** experienced is a far cry from the normal FlixBus experience, and I hope you will give us another chance.We operate over 3K lines all over the world and most run smoothly and event-free.
As a gesture of goodwill, I would also like to offer Gillian a free FlixBus trip on us, valid for a year. She can use the voucher code (see e-mail we sent) when booking a future trip anywhere in the USA.
Best regards,
***
Customer Service
Flixbus, Inc.
Deceptive act by FlixBus resulting in additional expenditures to travel to location.
I purchased a bus ticket for August 15, 2019 while traveling overseas from Bonn, Germany to Brussels, Belgium. I arrived at the bus stop at least 20 minutes prior to the 5:50 p.m. departure time but was not able to find the bus. I looked for a FlixBus green bus which includes the company name on the bus and is the only type of bus I had experienced on my prior trip with the company. Although there were a few of these buses that arrived at the bus stop, I went to each one but none were going to Brussels. There were also white, nondestinct marked buses parked at the bus stop. I inquired with a few drivers and tried to use the FlixBus app to locate the bus but neither provided an answer. I waited at the stop for over 20 minutes past the departure time but the bus never arrived. I had to buy a train ticket for $58.48 to get to Brussels as a result. I contacted FlixBus who responded that the bus departed from the bus stop and could only offer around a $5 refund (original ticket at $17.99) or a partial voucher to be used in the future (around $12). I inquired about a white bus with limited or no signage indicating it was associated with FlixBus being used. The company did not deny directly but indicated that FlixBus B.V., a subsidiary, performed the trip. This seems to indicate a white bus was potentially used which I was given no notice of. As a result, I had to spend a total of $76.47 to get to Brussels when I was originally supposed to spend only $17.99. I believe this was a deceptive act by FlixBus which combined with the lack of notice, should enable me to recover $76.47.
$76.57 ($17.99 bus ticket + $58.48 train ticket)
Dear ***,
Thank you for contacting us. We regret that you were not able to travel with FlixBus. Kindly note, FlixBus, Inc. operating in the U.S.A. is a completely different entity than FlixBus, GmbH operating in Europe. We are replying with the original response to your case from that entity as your travel was exclusively in Europe, not the United States.
-=-=-= Original reply, dated: September 3, 2019-=-=-
With great care and effort, we try to create our timetables the best way we can, to ensure that our guests arrive safely and on time at their destination. Just like with other means of public transport, our rides are tied to those schedules.
We have checked your case and can see that your bus connection *** from Bonn to Brussels was on time. Our GPS data shows that the bus arrived at the designated stop early and it departed on time at exactly 17:52. Other passenger *** on the ride appear as checked and the trip has been successfully completed.
Therefore, unfortunately we cannot proceed with the refunding process without a fee. As you have been previously informed, since the carrier of your ride was FlixBus B.V. 15,00 will be deducted from the price of the ticket per passenger ride.
Alternatively, we can issue you a voucher for the unused ticket minus 5,00 cancellation fee.
The voucher can be used to book another tickets with FlixBus. The voucher is not nominal and can be used for several bookings, as long as the credit balance has not been used up.
Vouchers may not be sold to others; however, they may be passed *** to friends or relatives as a gift.
The remaining amount will be still available on the same voucher code. In case of rebooking or booking's cancellation you will receive a new voucher but it will be applied a processing fee.
Please let us know in your next email, about your decision and afterwards we will gladly proceed with your case.
We would like to assure you of our reliability and hence hope to have you aboard our buses soon again.
Best regards,
*** from FlixBus
I took a flixbus from Tucson ax to Phoenix Arizona. I left a wallet I died a claim. No one will respond. They say there is no office
I took a flixbus from Tucson ax to Phoenix Arizona on sept 7 2019. I left a small wallet with my I'd, bank card, insurance card and college card in it. I immediately filed a claim and called the *** number where they are telling me there is no office. Well where does the list and found go then. Also I have an app on my phone that tells me my wallet is located in Las Vegas and that is where one of the flixbus stations is located. This is terrible business these people are robbing people blind
I just want my things back
Dear ***,
Thank you for contacting us.
We are sorry to read that something went missing while you were travelling with FlixBus. We acknowledge that it can be frustrating when you are separated from your property. We are in receipt of your original lost & found request form as well as your complaint with the Revdex.com. We kindly ask that you do not open any more cases on this topic as it will slow-down our ability to research and respond to you with the outcome of our search.
In order to help you as quick as possible, you can check the status of your claim by visiting this link: *** and entering your Booking *** If there is an update to your item, you will be given instructions (also via email) on how to reunite with your property.
We have made a call out to the Bus Partner that operated your ride and they have confirmed that they unfortunately have not yet located your wallet.
Kindly note, FlixBus is not responsible for passengers' personal property while traveling with us. Per our Terms & Conditions, agreed-to during the booking process:
13.7 Items forgotten or left behind in the bus are not covered by insurance. In the event that passengers have left items in the bus, they should fill in the lost and found form on the web portals of FlixBus.
Our buses travel long distances daily, which is why the processing of your request might take up to 30 days, depending on the routing and season.
We hope to provide you with a positive reply soon!
Best regards,
*** from FlixBus