Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/16/25, I planned a trip to *******, booked a hotel at ***********, and booked a fixbus at 8:10 pm going from *******, ** to *******, **. I headed over near the ********* on **************** to wait for my bus. I was actually an hour early, and decided to hang around at the ********* on ********************** a protein shake and waited in the lobby. At 7:40 p.m., I receive a notification that the bus is Delayed They sent a link so you could track your bus. I opened it and said the bus had been delayed and it would pick up from ******* at 8:42 p.m. So, I walked to the nearest ********* and ordered a coffee and a brownie to wait. I then headed over at around 8:30 p.m.When I get there at 8:40 p.m. I noticed no one was waiting. I called customer service, which is THE WORST. Normally somoene that can barely speak English. And they rebooked me but told they would not pay for my hotel.Guess what, I am an attorney, and I will gladly sue fixbus and make sure this little incident reflects on the companys credit .

  Business Response

  Date: 01/17/2025

  Hello, ******: 
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to read that you missed your FlixBus. After carefully checking the ride details, our records show that you were sent two communications, one via email and the other via SMS/Text Message regarding the delay:
  
  Email:  "Hello from FlixBus: Line 2548 to ******************* is currently running 32 minutes behind schedule. This forecast can change at any time. Please keep the following link open to stay informed: ************************ Please be present at the station 15 minutes prior to the forecasted departure time to avoid missing your bus. We apologize for any inconvenience caused and wish you a safe and pleasant journey. -- Your FlixBus Team"
  
  SMS: "Line 2548 is currently 32 min. delayed. Please keep the following link open to stay informed: ************************."
  
  Our records indicate that the driver was initially held up along the route due to traffic congestion, however that cleared and the driver was able to make up a significant amount of the delay, arriving at the station from 8pmn - 8:10pm. Our records also reflect that 4 (four) other customers were successfully checked-in for the ride in ******* with the exact same information. We're deeply sorry that this trip didn't work out.
  
  As a courtesy, our **************** team did offer the option to refund your ticket OR rebook you to an alternate trip, to which you have accepted the latter. You received a new ticket, booking number 3224892689. Should you wish to take this trip, no refund of the fare can be offered. 
  
  As it pertains to your request for a refund of your hotel accommodations, as per our Terms & Conditions of Travel **************************************************************************), to which you have agreed during the booking process:
  
  "Flix and Bus Operators are not responsible or liable for any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule. Flix and Bus Operators are additionally not responsible or liable for any additional costs, expenses, *****, losses or damages incurred by passengers that are directly or indirectly caused by any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule."  Therefore, such a request for lodging is outside of the scope of FlixBus' control and we are unable to meet this request. 
  
  However, as a gesture of goodwill, please accept a voucher valid for 25% off your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 3 (three) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ ** sent via email ** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, ****************
  ********************, ****

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very upset that I booked with this vendor for a round trip from ****** to ********** I only received one ticket. For 2 hours I waited and also contacted customer services because I have not received my ticket. After speaking with customer services they tell me the second ticket is not on file so I need to purchase again. Their policy also states the tickets come as seperate charges so I was under the impression my second ticket may have been delayed. To no avail I was forced to purchase the same ticket TWICE and now THREE times because the site gave me the second ticket departing same day as my original ticket. I also took screenshots during the entire process and can prove that the issue was from the website originally. I provided this photos to customer services even though I booked my ticket the night before less than 24 hours they told me I could not get refund or change without paying almost full price again. I paid $180 for a ticket that was only $45. Absolutely a scam, when you ask there is also no managers that can help. Extremely disappointed

  Business Response

  Date: 01/16/2025

  Hello, Jade:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our product, service and operations. We truly apologize that your recent booking experience fell short of your expectations.
  
  After reviewing your case, we apologize for any confusion or misunderstanding you experienced during the booking process. Our records reflect that you booked your tickets not directly via FlixBus, but via a 3rd party ticket reseller, Wanderu, who has their own platform, Terms & Conditions and systems for which FlixBus cannot influence. In the future, we recommend booking your tickets directly with ************************ or via the FlixBus app so we can fully support your case. For ******* customer service, you can reach them directly via email at ****************************** or via chat from their website, here: ****************************. (See the chat bubble in the bottom right-hand corner.) 
  
  As it pertains to your request for a full refund, as the additional ticket for the incorrect date was purchased hours after the first, we are unable to meet this request. However, as a gesture of goodwill and without statutory duty, we have cancelled the previously-issued rebooking voucher for $8.00 USD (REBNA9HA3U24) and replaced it with a new voucher valid full the full fare of your mistakenly booked ticket (**sent via email** , with a value of $39.99 USD) which can be applied to your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 12 (twelve) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ ** sent via email ** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code can be used for multiple bookings until the value is exhausted and supplementary redemption is not possible.
  
  In closing, we're confident that your booking experience was the extreme exception and not the standard. We look forward to an opportunity to welcome you onboard your upcoming trips from ***********; ****** and from ******** to ****** and we wish you a safe and pleasant journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22818907
  
  I am rejecting this response because:

  I can not use a voucher now that Ive paid for the third time on the website, I would like to have the $39.99 refunded to my original form of payment. I did book through a third party Wanderu, however they act of behalf of the company. The policy does state that tickets are refundable within the first hour and I did in fact reach out to customer service within one hour and was told there is nothing they can do. 

  
  Sincerely,
  
  **** ********

  Business Response

  Date: 01/17/2025

  Hello, Jade:
  
  Thank you very much for reaching out to us once again via the Better Business Bureau regarding your recent FlixBus booking experience via Wanderu. 
  
  After reviewing your case once again, we see that the cancelation of the additional ticket was voluntary. As per our Terms & Conditions of Purchase (************************************************************************************), to which you agreed during the booking process:
  
  "Voluntary Cancellations: A Voluntary Cancellation is any cancellation by a customer (Voluntary Cancelation). Voluntary Cancelations can be made by customers up until 15 minutes before the scheduled departure time of the bus.
  Customers can only cancel tickets online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office, a ticket kiosk, etc.). Neither bus drivers nor **************** representatives can cancel a ticket reservation on behalf of customers. Voluntary Cancellations are subject to Flixs Cancellation Policy.
  In cases of Voluntary Cancellations, Flix may offer a full or partial refund in the form of a voucher, the amount of which depends on how far in advance the ticket reservation is cancelled."
  
  So called "cash-back" refunds are only possible if the booked ride(s) are canceled by FlixBus. Therefore, we are unable to meet your request for a refund. However, as a gesture of goodwill, we have waived the cancelation fees that you originally incurred and replaced the voucher with a new one with the full $39.99 fare paid. As a reminder, this voucher has no cash value and cannot be sold, but can be gifted to friends/family and expires 12 (twelve) months from the date issued, yesterday. This will be our final resolution to your case and our decision will not be modified.  We acknowledge that this was not the outcome you had hoped-for, however we are bound by the same Terms & Conditions to which you have agreed when booking this ticket. 
  In closing, we're confident that your booking experience was the extreme exception and not the standard. We look forward to an opportunity to welcome you onboard your upcoming trips from ***********; ****** and from ******** to ****** and we wish you a safe and pleasant journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, ****************
  ********************, ****

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22818907
  
  I am rejecting this response because:

  Upon calling customer service the code issued for the new voucher CUSU8RMHJ. 
  

  this code was not only invalid and inactive. The initial $8 was also deactivated so I wasnt even able to use the original money that was issued to me. Both vouchers did not work.

  in addition the voucher CUSU8RMHJ worked for 1 days then the website refused to let me complete the purchase. However I was able to use the same bank info to purchase a ticket from ******* which tells me again company policy is fraudulent and does not even have active codes for money owed.

   

  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No refund or vouchers and they say cancel 15 in advance and I canceled 20 minutes before my service.not trying to help out or issue a refund

  Business Response

  Date: 01/13/2025

  Hello, ******:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our product, service and operations. We truly apologize that your recent booking/cancelation experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that you missed your FlixBus. In your Better Business Bureau complaint, you indicated that you canceled your booking 20 minutes prior to the scheduled departure (our cutoff for changes is 15 minutes prior.) However, in several chats with our **************** team on December 29th, the day of your journey, you indicated that you missed the bus. 
  
  As per our Terms & Conditions of Purchase, to which you agreed when you booked your FlixBus ticket and also on your PDF ticket emailed to you once your booking was confirmed, customers are required to be present at the point of departure no less than 15 (fifteen) minutes prior to the scheduled departure time (unless otherwise informed of a delay) as not to miss their FlixBus. 
  
  We acknowledge that "life happens", so we do allow customers to rebook to a later trip OR withdraw from a trip and claim a voucher for the fare paid (less any applicable cancelation fees), which can be used on future FlixBus travel. Customers must do this on their own via the "Manage My Booking" feature on our app or website. **************** nor drivers can change a ticket for you. If the change isn't made prior to this very generous threshold, the unused ticket sadly has no value as we must still pay our Bus Partner that operated the trip for the absent seat. Our full cancelation policy can be found here: ******************************************************************************************
  
  Only in instances of a trip canceled by FlixBus may a so-called 'cashback' refund be claimed. 
  
  We're very sorry that this trip did not work out. However, we do look forward to an opportunity to welcome you onboard our ************* green buses very soon. 
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, ****************
  ********************, ****

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22801044
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Royal

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flixbus complaint Trip details: Booking no. ************. ******, ** to ********, ** 11am on Tuesday September 10, 2024. Route 2610. My wife and I boarded the bus in ******, and after stowing our luggage, sat in our assigned seats 2C and 2D. Before, during and after boarding no communication was made by the driver and no information was available on the **** screen to which a piece of paper had been sellotaped reading: DRIVER IS NOT RESPONSIBLE FOR LOST LUGGAGES AND PERSONAL BELONGINGS. This was the sole communication to passengers prior to departure.After some while it became apparent that the promised Wi-Fi was not functioning and on attempting to use the toilet, I discovered this other contractually promised facility was not functioning. On speaking to the driver it became apparent that he was aware of both of these defects before departure but clearly had chosen not to advise passengers prior to departure of the bus. When I asked him why he had not advised us, his reply was the nonsensical statement that he was only the driver. As a consequence of the non-functioning toilet a comfort stop had to be made en route at a petrol filling station. This stop obviously cause a delay to the arrival time in *********The condition of the bus was poor with some seat arms not functioning and a general lack of cleanliness.This was an extremely unsatisfactory journey with Flixbus in breach of their contractual obligation and their employee acting in a totally unprofessional manner and disregarding the companys obligation to its passengers.Flixbus failed to meet their contractual obligations. Please arrange a full refund of my tickets. I have received numerous responses from Flixbus which ignore the facts and merely apologize without addressing the specifics of the case and their failures.

  Business Response

  Date: 01/02/2025

  Hello, ****:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn of the less-than-stellar experience you encountered on your recent FlixBus journey between Boston & ********. We deeply apologize that the conditions onboard were unsatisfactory and we regret any inconvenience or frustration caused. We have communicated your concerns to our Operations and Quality teams for prompt review with our Bus Partner to ensure these topics (seat conditions, unavailability of Wi-Fi and the unavailability of the toilet, as you have reported it to us) are addressed.
  
  As it pertains to your request for a full refund, as the contract for carriage was fulfilled (you were transported to your ticketed destination), we are unable to meet this request. However, as a gesture of goodwill, please accept a voucher valid for 25% off your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 3 (three) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ *** sent via email *** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22754033
  
  I am rejecting this response because, given the dreadful service I received, I do not intend to use the company again and hence the offer - inadequate as it is - of a discount on a future journey is of no value and does not reflect the lack of service I received. Further, the response of Flixbus entirely ignore the actions (or rather inactions) of their driver, as detailed in my complaint.

  The response of Flixbus seems to suggest that provided they got me and my wife to the destination, the lack of provision of the contracted services and the driver's deliberate actions of non-communication of the condition of the bus prior to departure is irrelevant, which is obviously wrong.

  I am prepared to compromise in that I will accept a partial refund of 50% but a credit of any size is of no interest to me.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/02/2025

  Hello, ****:
  
  Thank you very much for reaching out to us once again via the Better Business Bureau regarding your recent FlixBus experience.
  
  We remain very apologetic that your experience fell short of your expectations on your recent trip  between Boston & ********. We deeply apologize that the conditions onboard were unsatisfactory and we regret any inconvenience or frustration caused. As previously stated, we have already communicated your concerns to our Operations and Quality teams for prompt review with our Bus Partner to ensure these topics (seat conditions, unavailability of Wi-Fi and the unavailability of the toilet - as you have reported it to us) are addressed. Please keep in mind that amenities such as the toilet and Wi-Fi, as stated on our website are "*Subject to availability." [***************************************************************] and may not be available on all FlixBus trips. We're glad to learn that the driver made a brief 'comfort stop' during the trip to allow customers to use the facilities since those onboard were inoperable for the trip in question. We trust that this did not add too much of a delay in your arrival into ********* 
  
  As it pertains to your request for a full refund, as the contract for carriage was fulfilled (you were transported to your ticketed destination), we remain unable to meet this request. We acknowledge that this was not the response you had hoped-for, however the core product you had purchased - transportation services from ****** to ******** were fulfilled.

  We appreciate the opportunity to address your concerns. Should you change your mind, we do invite you to use the previously-issued voucher towards a future FlixBus/Greyhound trip anywhere in our growing, International bus/train network. We would appreciate the opportunity to assure you that your experience on this trip, as you have reported it to us, was genuinely the exception and not the standard.

  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  FlixBus, Inc.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22754033
  
  I am rejecting this response because essentially the Flixbus unreasonably attitude is that provided you reach destination all other aspects of the experience are irrelevant. 

  I have made it clear that I am open to a reasonable compromise settlement but one has not been offered.

  I would welcome BBB's comments.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 20 I purchased a ticket to ***************** from ********************** in *******. The ticket was for 10:30 am. I arrived at 10 am and waited, at around 10:15 I displayed my ticket to the driver and was told the ticket was not valid and was denied boarding. When I emailed their complaint department they refused refund because they will only refund if the bus is cancelled or delayed not when their ticket system fails

  Business Response

  Date: 01/02/2025

  Hello, Christoph:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to read that you were denied boarding with an active ticket for your trip between ******* & Kitchener. We deeply apologize for any inconvenience or frustrations caused.
  
  We do show that your ticket was purchased very close to the departure time. Although extremely rare, 'last-minute' tickets may not upload into the Driver's device used to scan tickets due to connectivity issues or the like. We have communicated your concerns to the relevant tech teams for their internal review and follow-up to determine why this happened. The driver could have also contacted our dispatch office to run the ticket and we would have easily confirmed that the ticket was valid. We apologize that this wasn't the case and we've addressed this with the driver's manager so similar circumstances do not occur in the future. 
  
  A refund has already been initiated for your seat reservation fee of $25.97 CAD back to your original method of payment. Please allow 3-5 business days for this credit to appear on your statement.
  
  As a gesture of goodwill, please accept a voucher valid for 25% off your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 3 (three) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ *** sent via email *** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

  Customer Answer

  Date: 01/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:12/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband arrived at the designated departure point for bus 2054 well in advance of the scheduled departure time of 12:40 PM. Unfortunately, I was running a few minutes behind. He approached the bus driver and politely asked if the bus could wait for five minutes until I arrived. Although the bus driver had limited English proficiency, he informed my husband that the bus could not wait and mentioned something about Greyhound. In response to the situation, we decided to take an **** to the nearby *****************, believing that was where the bus was departing from. We purchased new tickets for a Yuma-bound bus scheduled to depart at 1:05 PM. Upon arriving at *********, we were surprised to find that it was the same bus we were originally booked on through FlixBus. Unfortunately, we had inadvertently purchased duplicate tickets, unaware that the FlixBus and Greyhound buses were one and the same. Because of the confusion and miscommunication, we were unable to cancel the original FlixBus reservation within the required 15-minute window. Despite the fact that we did not miss the bus and in fact boarded and completed the journey, we were charged for both ticketsone from FlixBus and the other from **********Since then, I have reached out to FlixBus multiple times via email, phone calls, and other forms of communication requesting either a refund or a credit for the duplicate ticket. Unfortunately, I have not received a satisfactory resolution. Due to the miscommunication caused by the bus driver's instructions and the fact that we did not miss the bus, I am requesting a full refund or a credit for the duplicate ticket that was purchased. I believe that, under the circumstances, FlixBus should take responsibility for the confusion and provide a fair resolution.

  Business Response

  Date: 01/02/2025

  
  Hello, *****:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that you were running late for your originally scheduled departure from ************************* to ****. As specified in our Terms & Conditions or Travel, to which you agreed during the booking process, your FlixBus ticket is only a valid contract for carriage between the departure point and destination specified on your ticket. After checking carefully, we do show that you did end up boarding the exact same bus from the ************************* to **** and were successfully checked-in for the trip. 
  
  Customers are reminded to be present at the bus departure point no less than 15 (fifteen) minutes prior to the scheduled departure time as not to miss their FlixBus. Drivers are tasked with maintaining safe, on-time performance of every FlixBus ride and cannot wait for delayed customers. Doing so causes cascading delays and may cause other customers to miss important interconnections to other FlixBus/Greyhound trips, events or other onward transportation. We appreciate your understanding in this matter. 
  
  As an exception to our policies and gesture of goodwill and without statutory duty, we have processed a voucher refund of your original ticket (less applicable cancelation fees) which is valid for future FlixBus travel for a period of 12 (twelve) months from the date issued.  This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [  *** sent via email *** , with a value of $25.98 USD ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code can be used over multiple bookings until the value is exhausted and supplementary redemption is not possible.
  
  In closing, we trust that your experience between Phoenix and Yuma was a pleasant one and we look forward to welcoming you onboard our ************* green buses again very soon. 
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  **************************

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a travel booking the day of my travel. I was unfortunately hospitalized hours before my departure was stuck in the hospital nearly 24 hours and when I missed my bus, they did not want to issue me a credit. They said pretty much tough luck and hung up on me. Ive messaged them several times and there are no help. ***** Pay was the form of payment and all as I was asking for was a credit I wasnt even asking for a refund.

  Business Response

  Date: 01/02/2025

  Hello, *****:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our  product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was very unfortunate to learn that you were hospitalized prior to your FlixBus trip. We understand that "life happens", so we offer one of the most relaxed cancelation policies in the industry. Customers may, up to just 15 (fifteen) minutes prior to the scheduled departure time of the bus, rebook themselves to a later trip that suits their travel needs or withdraw from the trip completely and receive a voucher (less applicable cancelation fees) which can be applied to future FlixBus travel for 12 (twelve) months from the date of issue. Unfortunately, after this very generous threshold has passed, the unused ticket has no value as we are still required to pay our Bus Partner operating the trip for the absent seat. We acknowledge that this was not the response that you had hoped-for, however, we are bound by the Terms & Conditions of Purchase to which you agreed during the booking process. We appreciate your understanding.
  
  In closing, we're very sorry that this trip didn't work out. We do hope for an opportunity to welcome you onboard our ************* green buses very soon. 
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flixbus ticket on 12/26/2024. I was traveling from ******** ** (**************************) to *************************** on 12/29/2024. My bus was due to depart at 11:00am. I arrived at 10:45 quickly located the two FlixBus bays and waited. I checked the app to track my bus and it said it was delayed. I stated 11:03 and then 11:07. I contacted customer service at 11:30. After an hour, I was told the bus was already gone. I explained to the *** that no bus pulled in the bay. I also explained to her that the app said the bus was delayed. I had been sitting directly in front the FlixBus bay since my arrival at 10:45. She couldn't tell me which bay the bus pulled up into or what time the bus pulled in or out. She said all the other riders were able to get on the bus. HOW? WHEN? NO bus pulled in the bay. No announcement was made that the bus may have pulled in somewhere else.

  Business Response

  Date: 01/02/2025

  Hello, ********:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to read that you missed your FlixBus. After checking a number of data sources carefully, we have confirmed that the bus was present at the departure point on your ticket from 10:32am - 11:02am with a scheduled departure time of 11:00am. Furthermore, in reviewing the timestamps of the tickets of the 24 customers who successfully boarded the bus, all of the scans fall within this time range. Therefore, we can confidently conclude that the bus was present at the correct boarding location and did not depart early. We can therefore only assume that either you were late to the bus or perhaps waiting in the wrong location for it. We're very sorry that this trip didn't work out and we deeply apologize for any inconvenience or frustration caused. 
  
  As it pertains to your request for a full refund, as the ride operated exactly as scheduled, we are unable to meet this request. However, as a gesture of goodwill, please accept a voucher valid for 25% off your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 3 (three) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ *** sent via email *** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 12, 2024, I purchased a connecting travel through Flixbus. This travel would take place on their buses, and would take me from ******* to ******, ****** to *******, ******* to *******, and ******* to ************. The commitment by Flixbus was to provide service as scheduled. While the journey from ******* to ****** was uneventful, the journey from ****** to ******* was derailed by a mechanical error with their bus' door. This resulted in a minimum of an additional 3 hour wait for a new bus to arrive. When spoken with, no one on the customer service team, or the driver, could provide an accurate ballpark timeline for when the issue would be resolved. This delay resulted in myself, and others, missing their connection. To give credit, I was scheduled on to the next available bus when requested. However, this bus would not operate for an additional 8 hours after arriving in *******. As such, I expected some form of compensation or reimbursement. The only one of which was offered proved fruitless, as it was reimbursement for lodging that could not be acquired post arrival. No other reimbursement or compensation was offered, despite there being meal reimbursements in the terms and conditions. I am not requesting a refund. However, I believe there is some form of billing adjustment in order, and I would recommend am investigation on the fairness of their policy and terms and conditions.

  Business Response

  Date: 01/02/2025

  Hello Caelan,
  
  Thank you for reaching out to us and sharing your recent experience. We sincerely apologize for the inconvenience and frustration you encountered during your journey from ****** to ********
  
  We understand that mechanical issues can cause delays, but the lack of proper communication and support from our customer service team is unacceptable. We deeply regret that you were not offered the meal reimbursement as stated in our terms and conditions and that the lodging reimbursement was not helpful given your late arrival.
  
  We would like to inform you that we can refund up to $25 for food and non alcoholic drinks. Please provide us with the receipts by replying to our email dated December 30th (NOT here via the Better Business Bureau) with clear, legible and itemized receipts dated December 28th, 2024, and we will ensure you are compensated accordingly.

  As an additional gesture of goodwill, please also accept a voucher valid for 50% off a future FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 3 (three) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ CUSKUV2KYADJZ ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once and supplementary redemption is not possible.
  

  We also appreciate your feedback regarding the soft skills training for our agents. We are committed to improving our customer service and will take your suggestions into consideration to enhance our training programs.
  
  Once again, we deeply apologize for the inconvenience and disappointment this situation has caused you. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Thank you for your understanding and for choosing FlixBus. We hope to have the opportunity to serve you better in the future.

  ****** *.
  Sr. Manager, Customer Service
  ********************, Inc.
  
  Cc: Better Business Bureau - Case:22742130

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today , 12/16/2024 , for circumstances beyond my control my **** was delayed , I have to take a Bus at 6: 30 pm from ***** to ***** with Flixbus , I paid ***** usd , I chat with a costumer service maybe 13 minutes before my bus departure to reschedule my trip , I know I have to pay like 31 usd for rebook , but I was denied the option , they only offer me 20 % reimbursement ,I believe this policy lacks flexibility and does not fairly accommodate unexpected situations .I kindly request a full refund . Thank you .

  Business Response

  Date: 12/23/2024

  Hello, ****: 
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our product, service and operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to read that you missed your FlixBus. As per the *** ticket you received when you booked your ticket and our Terms & Conditions, to which you agreed during the booking process, customers may adjust their departure time or even cancel their trip up to just 15 (fifteen) short minutes prior to the scheduled departure time of the trip via the "Manage My Booking" feature on our app/website. Unfortunately, drivers nor customer service can do this for you. Fees may apply, based on the amount of time prior to the scheduled departure as outlined in our Cancelation Policy. Unfortunately, after this generous threshold has passed, the unused ticket has no value as we are still required to pay our Bus Partner operating the trip for the absent seat. We appreciate your understanding. 
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22695753
  
  I am rejecting this response because: Your response did not satisfy me because it merely reiterated  your policy without considering my specific circumstances .I understand company have rules , but it seems unfair to be charged for a service i did not use and could not reschedule due to the same restrictive policy .As a costumer ,I believe i deserve more flexibility and a solution that demonstrates empathy toward my situation 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/02/2025

  Hello, ****: 
  
  Thank you very much for reaching out to us once again via the Better Business Bureau regarding your recent FlixBus experience.
  
  We do apologize that you feel that our cancelation policy is unfair. However, we do have one of the most flexible cancelation policies in the industry. Customers may withdraw from any trip (or rebook themselves to a later trip) should they find themselves running late to the bus up to just 15 (fifteen) minutes prior to the scheduled departure time. Yes, cancelation fees will apply, but the entire ticket is not lost. As per our Terms & Conditions, to which you agreed when you purchased your FlixBus ticket, the unused ticket regretfully has no value as we are still required to pay our Bus Partner operating the trip for the absent seat. We apologize for any inconvenience or frustrations caused. We do encourage customers to ensure they allow for enough travel time to be present at the bus departure point no less than 15 (fifteen) minutes prior to the scheduled departure time as not to miss their FlixBus. Drivers are tasked with keeping all trips operating safely on-time and cannot wait for delayed customers as this creates cascading delays for the duration of the trip and may cause customers to lose their connections to other buses. 

  We're very sorry that this trip didn't work out. However, we remain hopeful that you'll provide us an opportunity to welcome you onboard our Partners' green buses very soon. 
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  FlixBus, Inc.