FlixBus Reviews 17,548

Hello,

I am escalating this matter further as my previous complaint has not been addressed. This concerns FlixBus booking #3344842653.

Your driver departed before the scheduled time of 22:05, despite us arriving 25 minutes early. As a result, we were left stranded at the station with a two-year-old child in cold conditions. This situation is completely unacceptable and has caused significant distress.

I have already requested a full refund, but I have not received a proper response. I now require urgent action on this matter. If this is not resolved promptly, I will be forced to escalate the complaint further through formal channels.

Please confirm immediately that a full refund will be issued and provide an explanation for the early departure.

I expect a prompt resolution.

Update when I contacted customer services being told blatant lie that driver was there. When I disputed and advised that I have witness and could provide you with that. Are you able to provide cctv of your claim. They denied. Stay clear not helpful at all. If you would have read the review it cleary says we arrived 25 mintues early. We were not the only one who were stranded there was several other passengers too. I am happy to provide witness as well as cctv of footage that your driver didnt comply with timings and that is fraud.

Speed and cost of travel

I am writing about Flixbus number N1324 (Berlin - Tallinn) that arrived to Kaunas at 05:42 on the 13th of April. The Russian speaking bus driver was extremelly rude to all passengers even upon checking the tickets. But the worst of all, they left a Japanese passenger stranded in Kaunas while all his belongings stayed on the bus and left without him. Please everyone be extremely careful and do not move too far from the bus during the stops otherwise you can end up in a very bad situation.

The coach driver arrived at the pickup location and proceeded to quit, shout at passengers and walk off the bus. Someone followed him, convinced him to come back and complete the journey.

An hour later, on the motorway, at night, in the rain.. he pulled over to the hard shoulder to shout at a passenger for talking on his phone. All the passengers were scared of an accident occurring because parking on the side of a motorway is for emergencies only and is extremely dangerous.

After calling Flix to report the drivers behaviour and request a refund, I was told that they do not issue refunds after a journey has been completed. So I was expected to request a refund whilst on the bus, fearing for my safety during a journey where my driver was acting erratically and abusively towards passengers. This is absolutely unacceptable.

When I requested to speak to the manager, the person on the phone then hung up on me, refusing to process my complaint against the dangerous behaviour of the driver and refusing my refund.

After using Flix bus so many times, this behaviour is utterly unacceptable. To be exposed to such dangerous behaviour, treated like this and rejected even a partial refund is absolutely ridiculous.

If your safety is not at all concerning for Flix bus, then this company deserves litigation cases against them.

If this is how Flix treats is customers after an experience like that, then I would never recommend them to anyone again. Your safety is clearly of no concern to them at all. The refusal of a refund proves this.

I have contacted FlixBus twice over the course of a year regarding a serious issue with one of their services and have yet to receive any response at all.

The original incident involved a delayed bus, unnecessary stress caused by a driver disputing valid ID over a shortened name, and even a safety concern with a broken step that caused passengers to trip. Despite raising this in detail – and following up again months later – there has been complete silence.

It is extremely frustrating that a company of this size appears to have no effective or responsive customer service process. When something goes wrong, you expect at the very least an acknowledgement and some form of engagement.

Based on my experience, once they have your money, you are very much on your own.

Update 23/04/2026

It is remarkable to see that you Flixbus replied instantly to my original review on trustpilot and yet nearly 2 weeks later I am still no further to and still awaiting contact… One year and counting to resolve this complaint...

Worst customer service ever
Called for a refund after bus was delayed by hours, no help was provided
Just disconnected my phone and never called back

I had one of the worst travel experiences with FlixBus. I paid extra to reserve seat 6D, but when I boarded the bus, the seat didn’t even exist. The numbering jumped from 5 to 10, and there was no proper seating layout matching the booking.
When I asked the driver, he casually said that “all seats are booked” and told me to just sit anywhere and keep changing seats at every stop depending on availability and I had to switch seats 5 times in every stop when someone says they have booked the seat. For a 7-hour journey, this is completely unacceptable.
What’s the point of paying for a reserved seat if the system is meaningless? This shows a serious lack of coordination between booking and actual operations. Passengers shouldn’t have to fight for seats or keep moving throughout the journey.
This was stressful, uncomfortable, and poorly managed. I would not trust FlixBus again for long-distance travel unless they fix these basic issues.
The worst part is when I asked for compensation they refused saying there was no delay. Very worst service in UK. Govt should ban this travel provider. Get out of UK you useless flixbus. I totally hate this experience and I will never ever travel with this bus in my lifetime.

Terrible, terrible, terrible. Normal prices but usally terribly delayed - from 10%, usally 20-30%, up to 50% of the overall ride time!!!!

I was on the 2:25 bus 2431 to Miami glades, the trip was nice, but I lost my keys and I had to fill out a form. No one knows nothing, went to different terminals, intermodel in Miami. The lady would not help me. They have a depot or should have direct number you should call. 14 days is crazy to hear back

our driver kept falling asleep. we crashed into two little poles on the side of the road and he just swerved back onto the road. we also drove into the verge and he just laughed it off. i genuinely thought we were going to die. i’m not sure the drivers name but it was the trip from brisbane to cairns on the 7/8th april. he was driving from 12am-6am. genuinely don’t think he should be driving the coaches if he’s going to fall asleep! was not professional or safe at all. do better.

Comfortable, cheap and punctual but it doesn’t make any sense to pay extra to reserve a seat because there are no indications for other passengers not to sit there.

When you should take flix bus around Halloween it's that scary. The drivers didn't speak English very well. If you had assigned seats, they didn't care about that. Very rude, cursing in English and in their native language. Attempting to leave people when they had finished their personal business. Uncomfortable ride, he couldn't even let us know where to place our luggage.

3337178694. ESTONIA 24 MARCH TO LONDON.UK.
THIS IS AN ONGOING AWFUL EXPERIENCE FOR ME. I HAVE SPENT 60 EUROS AND 12 CALLS TO THE CALL CENTRE AND LATER, 45GBP FOR TRAIN IN THE UK BACK TO LONDON VICTORIA LOOKING FOR INFO.
2 CALLS WERE NOT ANSWERED IN 10 MINUTES AND 4 WERE CUT OFF PART WAY INCLUDING 7 APRIL.

THE BUS LEFT ME AT BERLIN CENTRAL BUS STATION AT 00.04, 26 MARCH 2026 AND TOOK ALL MY LUGGAGE AND CARRY ON BAG TO LONDON. I WAS TRANSFERRING BACK TO UK WITH 2 LUGGAGE INCLUDING LAPTOP, BANK PAPERS, WORK FILE, SHIRTS, TROWSERS, ALL CLOTHES, JACKETS, SHOES, READING GLASSES, WORK TOOLS AND INNUMERABLE PERSONAL ITEMS. I FOUND THE PHONE NUMBER +4930300137300 AND THE FIRST GIRL WAS MOST CONCERNED AND SAID SHE WOULD CONTACT DRIVERS AND I WOULD RECIEVE AN EMAIL IN ABOUT HALF HOUR. ZERO EMAIL. I CALLED AGAIN, SIMILAR RESPONSE. 3RD CALL CUT THE LINE. 4TH CALL A GIRL ANSWERED AND THEN SAID TO HOLD THE LINE COMING BACK IN A HIGH VOICE WITH A COUPLE QUESTIONS, READ A STATEMENT AND CUT THE LINE.
I THEN SPOKE WITH LUGGAGE (4) CALL CENTRE AND A VERY HELPFUL MALE SAID HE WOULD IMMEDIATELY SEND A MESSAGE TO WHOEVER WOULD DEAL WITH THE MATTER INCLUDING THE DRIVERS.
THEY ALL SAID THE LUGGAGE WOULD BE SENT ON OR I COULD COLLECT IT IN LONDON.

WHEN I FINALLY RETURNED TO LONDON I WAS TOLD BY A FLIXBUS REP THAT MY LUGGAGE WOULD HAVE BEEN RETURNED TO WARSAW 2 HOURS EARLIER. NO LUGGAGE IS KEPT IN LONDON. IF ANYONE IN THE CALL CENTRE HAD TRIED TO HELP THEY COULD HAVE TOLD ME THAT AND I COULD HAVE WALKED ACROSS THE STREET WHEN I DID ARRIVE AND LOOKED.

I HAVE CALLED MULTIPLE TIMES, ALSO +441491502156, AND ALWAYS BEING TOLD TO WAIT BUT NOBODY WOULD DO ANYTHING ABOUT IT OR GUIDE ME TO ALTERNATIVES. I BECAME SURE THAT THE COMPANY POLICY IS TO MAKE US WAIT UNTIL WE GIVE UP OR FORGET.
SURE ENOUGH, TODAY THE 14TH DAY I RECEIVE AN AUTO MESSAGE SAYING NOTHING HANDED IN.

FLIX CUSTOMER SERVICE (THEY CALL IT CARE) WORKERS DO NOT HAVE THE FACTS, THEY JUST READ PREPARED STATEMENTS AND IF A PASSENGER IS AN EMBARRASSMENT THEY GET CUT OFF AND DUMPED.
YOU STOPPED ME FROM WORKING. TAKEN ALL MY THINGS AND EQUIPMENT WORTH A LOT OF MONEY AND MY BANKING INFO AND MEDICINE ETC ETC. PLAYED ME FOR A FOOL AND BEEN DISHONEST TO YOUR OWN STAFF AND TO ME.

I HAVE FELT WRECKED FOR 2 WEEKS NOW AND JUST DON'T KNOW WHERE TO START AND CANNOT THINK STRAIGHT.

THE ABOVE IS NOW FOLLOWED BY A REPLY FROM FLIXBUS WHICH IS YET ANOTHER PREPARED OR GENERIC TEXT JUST PROVING OUT IN PUBLIC VIEW WHAT I HAVE SAID ABOUT FOOLING HONEST PEOPLE.

FLIX IS ABLE TO FOLLOW EVERYTHING BECAUSE THEY HAVE CAMERAS UP IN PASSENGER AREA AND DOWN AROUND LUGGAGE.
AND IN MY CASE THERE WAS A PASSENGER WHO TOLD THE 2 BERLIN POLISH DRIVERS I WAS MISSING BUT THEY DIDN'T CARE.
(THEN THEY KNEW THERE WAS CARRY-ON BAG PLUS 2 BIG LUGGAGE TO U.K.)
WHAT TYPE OF CUSTOMER CARE.

UPDATE (April 17): It has now been 11 days since the incident and 8 days since my last contact with customer support, and I still have not received any update regarding the status of my case.
Despite your public statement here that the case is being handled seriously, there has been no follow-up or concrete action taken so far.
This lack of communication and accountability is highly disappointing. I am still waiting for a proper response and resolution.

I am deeply disappointed by the lack of professionalism and accountability from FlixBus.

During my recent trip on the Tuzla–Zagreb route, I experienced highly unprofessional and unacceptable behavior from a driver wearing a full FlixBus uniform (including the recognizable green tie). The driver initially refused to accept a valid digital ticket (QR code), even though the ticket clearly states it is valid in digital form.

In addition to this, the situation escalated into verbal insults, which made the entire experience extremely stressful and uncomfortable.

I provided clear evidence to FlixBus (Case ID: 50276932), including screenshots and proof of the valid ticket. However, their customer support repeatedly ignored these facts and redirected me to their partner company instead of addressing the issue.

While I understand that FlixBus operates with partners, the service was sold under the FlixBus brand, and passengers reasonably expect a consistent standard of service and basic respect.

It is concerning that such a serious complaint was not properly investigated, and responsibility was shifted rather than addressed.

I hope FlixBus reconsiders its position and takes responsibility for services provided under its brand, as well as ensures that such incidents do not happen to other passengers.

UPDATE (April 10): Thank you for the public response. However, "taking the case seriously" must be followed by concrete actions. I have already provided all the necessary evidence and documentation regarding the driver’s unacceptable behavior and the refusal of a valid ticket on April 6th. I am still waiting for a formal confirmation of the disciplinary measures and a full resolution of this case.

Horrendous service.

Female driver in Glasgow left myself and my son stranded due to the fact he could not present his youngscot card as it had been lost whilst on our break in the area. We had used it going down, however due to loss couldn't present it for our return. We managed to obtain the card number from his mum but the driver wouldn't accept, telling me to cancel his initial seat and rebook by paying for that very same seat again. The website only lets you amend a booking 15 minutes before scheduled departure, so this wasn't possible. Had to pay for a later service which cost more than our booking that left without us. Complained to customer services and they didn't want to know. The driver told us to "eff off" and shouted at my son, scandalous service. Cowboys, there are other better known companies- use them, their service is exemplary compared to this shower.

Bus cancelled 10 minutes before departure.

Had to take Uber to the station and back, then buy last-minute train tickets for 2 people.

FlixBus refuses to reimburse real costs and keeps sending automated template replies.

Very poor customer service.

Me again modifying in the top so that everyone can see how horrible experience I am having. Since they agreed 12 € cancellation I didn't cancel it because if I cancel it I will for go €225 . I don't want to lose my money so I am travelling but I paid extra money for a comfortable seat but they didn't even compromise that for me. Now I am in N71 Bus When I asked the driver he is telling me choose any seat is vacant and only vacant seat at deck is the back seats is available. Now I am sitting in the lower deck I don't know what will happen.Message after is the message I sent before I couldn't send a review within 24 hours that's why I am updating my review. If I could review minus I would happily give it. Very bad experience. I have booked for a direct bus to Berlin on 8th April it will reach Berlin bus station at 9am. (Paris Pershing Line 100). I have an appointment at Berlin at 10 am . But there changed my bus it's not direct and it will reach Berlin at 4pm. Horrible. When I went to cancel my trip they only refund 12€. Very bad 😞 😞 😞. I also booked a returned ticket for two persons and now I am losing 225€ for nothing. Never ever recommend this bus.

Please avoid this company at all costs. Booked a coach from Leicester to London, with my 2 young daughters, was meant to be 8:15am, no one came, could not get through to anyone, at 10am, we get told the coach is now cancelled, can request a refund on the app but they want cancellation fee's - no one would help. Not acceptable and so upsetting. Ruined our day we had planned and theatre tickets etc all lost money on. This company does not care at all - never ever use or recommend. Really should not be allowed to operate as a company.

Good affordable option for travel, decently safe, general travel awareness required (pay attention to surroundings and belongings). Friendly but to-the-point staff and bus drivers.

Very convenient service but the drivers don't seem to use the air conditioning properly, despite it being the middle of the night, the heating was turned up to around 46'C as seen on the inside temperature display. Felt like a sauna and probably wouldn't recommend. Driver also missed a stop and had to make an illegal U-turn and started going in the opposite direction