FlixBus Reviews 2,889

I booked a trip ticket 3279057903 from Gloucester to Gatwick Airport, with a transfer at Heathrow, for the final leg to Gatwick timed for a flight,

With only 8 minutes left to reach the transfer point at Heathrow I received this email

Flix logo
Hi Paul Noakes,
We are very sorry, but we had to cancel your ride from London Heathrow Airport (Central Bus Station, T2 and T3) - Gatwick Airport South Terminal at 15:25 (#3279057903).

We understand how inconvenient this situation is and we would like to offer you the opportunity to book an alternative trip for free.
Take a look at the fastest and most convenient ride options that will still take you to Gatwick Airport South Terminal:

Your Flix team
I have removed the rest of the email which referred to claiming cost because this review is about shockingly poor and unreliable service.
*****************
Return trip -
Another email _
Hello from FlixBus!

Your trip UK940 to London Heathrow Airport (Central Bus Station, T2 and T3) is currently running behind schedule.

Why we have to pay extra charges when we have purchased ticket like seat, service fees etc? We are not getting any extra service so why service fees? Its corruption in legal way.

My wife and I booked tickets for Christmas (December 24–25) from Copenhagen to Prague with a connection in Berlin.

Two drivers on this trip (I will not mention their nationality) went to the bridge from Copenhagen instead of taking the ferry and spent about 30 minutes trying to avoid paying for the bridge. After realizing this was not possible, they decided to go back to the ferry. As a result, we lost about 2 hours.

After arriving near Berlin, there was another stop before the central bus station. The drivers were navigating using Google Maps and missed three required turns, which caused even more delay. In total, we arrived more than 2.5 hours later than the scheduled arrival time.

These irresponsible drivers also turned off the trackers, and at 7:05 the bus was shown as “arrived.” If customer support had made even a minimal effort to check where the drivers were and when they actually arrived at the ferry, they would have clearly seen that it was physically impossible for this bus to arrive on time. I do not understand how drivers are allowed to simply turn off the tracker and avoid all responsibility.

We contacted customer support, but because the bus was marked as “arrived on time,” we received the following response:
“We cannot issue a refund as the booking was completed in accordance with all rules.”

More than 20 passengers missed their connections together with us, and everyone received the same response.

We had to urgently buy new tickets with our own money because our hotel and return travel were already paid for.

As a result:
• ruined Christmas mood
• –580DKK spent additionally on two last-minute Christmas tickets
• complete disregard for the company’s own rules and responsibilities toward passengers

We have video evidence that at 8:10 we were still on the bus and not in Berlin. If customer support wanted to, they could check the tracker data and the drivers’ receipts. But instead, it is more convenient for the company to blame the passengers.

From this day on, we will never use FlixBus again. Moreover, I will actively discourage all my friends and acquaintances from using this service. I will show them the evidence that customer support clearly does not want to see and will do my best to protect people from having the same negative experience we had.

P.S.
Our last four trips (not including this one, which happened yesterday and today) were terrible. This is a company you cannot rely on.

If you have a choice between flying or taking a bus, it is better to fly — even if it is more expensive. You will not lose your money. Airlines are able to admit their mistakes and provide compensation, while FlixBus does not. In this company, passengers are expected to pay for drivers’ mistakes.

Merry Christmas:
–580DKK

Booking number:
326 910 1492
Update 1
I would like to add important details that were not mentioned earlier.
Between approximately 08:10 and 08:30, we contacted customer support and clearly stated that we were still on the bus, had not yet arrived in Berlin, and were likely to miss our connection because the bus was delayed. We were told to contact support only after arrival. The agent did not mention that the system showed the bus as “arrived” and did not try to clarify why our actual situation differed from the system status.
We contacted support in advance deliberately, believing this would protect us in case of a refund request.
I have a video recorded at 08:20 with visible date, time, and geolocation (iPhone 16 Pro) proving we were still on the bus. The original metadata can be verified if needed.
During a chat with FlixBus support between 09:00 and 09:30, we were informed that the bus was delayed and that we were entitled to either compensation or a ticket replacement. The replacement required waiting an additional two hours. Due to strict check-in times, exhaustion, and stress, we decided to buy new tickets and request a refund instead.
However, after submitting the refund request, we received a response stating that the trip was on schedule and that other passengers managed to board, with no mention of the delay that had previously been confirmed.
Unfortunately, chat messages are not saved, and due to fatigue and urgent practical issues, we did not take screenshots. We did not expect this to be necessary after being clearly told we were entitled to a refund.
Additionally, I personally informed the drivers at least three times that we had a 09:00 connection. Each time, they assured us we would arrive on time. I also witnessed several other passengers raising the same concern.
Please note: I am writing from my own account, but the tickets were purchased through my wife’s FlixBus account.

Bus leaving 45 min. to early! NO customer service AT ALL!!!
NO Phone number, NO live chat available, no offer for new ticket or bus. DO NOT USE THIS COMPANY!

We were supposed to leave Copenhagen at 06:05, but the bus never arrived — even though the app and info screens showed it as on time. Live tracking showed it was still in Sweden, over two hours away. Customer service repeatedly told us to wait and later rebooked us on a bus that had already left. After four calls and 3.5 hours of waiting, we were finally rebooked on a 09:35 bus — and told we couldn’t get any compensation. Completely unacceptable service, misinformation, and no accountability. We expect a full refund.

I tried to book a trip through their webpages, which then tells me that my bank is declining my payment. I have contacted my bank, who says it has something to do with their webpage. In their service it says to delete cookies and catches or try different browsers. I tried doing all of that, tried three different browsers as well as three different creditcards for three different banks. Nothing works. It did in the end work through their app, but now I have to reschedule the trip, which can only be done through their webpages (which is not working). I can not find a phone number to call. They have a chat which works horribly. The person (seems more like a robot), doesn't speak the language fluently, so it's difficult to understand what is being said (I tried asking if it would be better in English, which I didn't get a reply on). Their final conclusion is that it has something to do with my bank. I have several friends having the same experience.

In the end, they asked me to do a review of my help, and send a form with my problem, both these parts of the webpage is works incredibly slowly, it has taken me 10 minutes to mark to three questions.

I bought a ticket for my bicycle, and right before the ride the shauffer didn’t take my bicycle, saying he doesn’t have space for it, even though I but a ticket for both me and my bicycle. I called to get a refund, after 30minutes waiting they said that they can’t refund my money because the shauffer checked me in. Nor the website accepts my refund recuest saying that my booking number doesn’t exist.
An awful axperience.

Late by more than 2 hours, no support, no proper updates. Never again, rather pay as twice but get where you need in time.

We traveled with Flixbus from Sønderborg to Copenhagen and unfortunately had a very disappointing experience. Despite traveling as a family, we were not able to sit together with our children, which made the journey stressful and uncomfortable. We did reserve seats together but since they changed busses, it was not applicable for us to sit together ad a family. We tried to communicate with the staff but since they did not understand our frustrations.

Additionally, the bus was delayed, and we arrived in Copenhagen too late for our scheduled appointment. This caused significant inconvenience and disrupted our plans.

To make matters worse, several seats were dirty and covered in breadcrumbs and other debris, which gave a poor impression and made the trip feel unhygienic.

We will not travel with Flixbus again.

I'm afraid to travel with Flixbus drivers because the style of ruding was very agrssuve and a few times we almost had an accident on the highways I thought it was my sick imagination and I was just overreacting but after the situation in Germany I understand that it's not. The drivers are very rude especially the Polish ones never help with luggage, the toilets always have no soap or toilet paper, a few times the experience was pretty good but usually it's crap

I have lost the connection bus from Budapest to Cluj Napoca due to a delay of another FlixBus and I’ ve had to wait 4 hours in the night to book another trip. I was left in the bus station with nowhere to go. I didn’t get any mail or anything for that matter. They didn’t offer me any explanation. The customer service was very rude and they have hung up the phone multiple times on me. I have called at least 10 times with a wait time of approximately 20 to 30 minutes each time. I will be not traveling with Flixbus anytime soon. I have used very often your company but not anymore.

flixbus should only be an option if you dont have further connections after getting off their busses. They simply can't be relied on to get to your destination on time.

Often in Aalborg it costs you more time than you can spare. Meaning if going from Aalborg to Frederikshavn as an example, the flix is supposed to come in with enough time to get you on those busses, but often delays you by more than an hour.
Furthermore they don't wanna lose customers, so they dont show the ACTUAL delay until after you have finalised the booking.

Like... 'tadaa! You have been chosen a journey that will make you late again'.

Left half an hour before stated departure, the screen at the bus station did not say anything.

The bus left before time, we got booked onto another 4 hours later and lost half a day at our holiday location.

The replacement bus did not have a functional toilet for most of the trip and several of the passengers peed in bottles between toilet breaks.

What's more my previous review was removed for stating the same.

Not very nice experience.

We took the bus from Copenhagen to Berlin and back. On the bus there was a very drunk man who was playing on like a harmonica and kept drinking straight vodka from the bottle with no one telling him to stop.

Also it is not possible to buy any beverages with your card, you have to have cash, which is very unreasonable when you’re from a country that does not have the same currency. Also it is complex when you can only get cash in the minimum amount of 50 euros, which is a lot of money exchanged from DKK (like 400DKK).

Although there is a lot of bad stuff to say, it is a nice way of traveling. It is on time and a cheap and easy way to travel.

Canceling ticket after 10 minutes costs you 60%of the paid price, because it is the rules!!!!

I canceled many NON refundable tickets from airplanes and train tickets with other companies because they helped me and I just did the booking. but no in FLIXBUS, they only care about money, they don't care a single bit about customer.

Honestly, its the best way to Travel inside denmark [price to quality ratio] it Just works and its cheap. Thanks
( er dansk men i fik lige den engelske version da flixbus kører i hele europa )

Nice service - relativ cheap - fast

Absolutely disgusting dynamic pricing. Some is fine, and I get they have to make money, but this taking it too far now.

Precise departure and arrival. Friendly and polite driver. He gave good information all the way. It was a nice trip, and I would like to travel by Flixbus again.

Very easy to buy tickets