Review Time
I recently traveled with FlixBus, and the experience was excellent from start to finish. The booking process was simple, the bus arrived on time, and the journey was comfortable. The coach was clean, the seats had good legroom, and the onboard amenities worked as expected. The driver was professional and courteous, making the trip smooth and stress-free. Overall, I was very satisfied. Unfortunately, my experience with National Express was the complete opposite. The onboard toilet was extremely dirty, with urine on the floor, making it unpleasant and unhygienic to use. What made matters worse was the response from customer service. When I raised concerns and explained that I needed to use the toilet, I was told I was being “unreasonable.” I found this response dismissive and impolite, especially given the circumstances.
Cleanliness and basic facilities are essential on long journeys, and respectful customer service should be standard. Based on my experiences, FlixBus delivers a far more reliable and customer-focused service, while National Express was deeply disappointing!
I booked the tickets from terminal 5 Heathrow to Bristol. My flight arrival was terminal 2 so I went to the help desk at terminal 2 and asked that if I can start my journey from terminal 2 instead of terminal 5, the person told me YES sure you can as you have booked tickets and you have paid no matter you travel from terminal 5 or terminal 2.
When the bus arrived, I was the first person to board the bus. The driver scanned my ticket and simply refused to let me enter the bus by saying “your ticket is been booked from terminal 5 and you can’t board from terminal 2 and your tickets are invalid and asked to stay on the side”. This is been done with me, my brother and few other passengers. Driver was so rude that he broke a bag of one guy whom escalation starts and police had to jump in to sort the issue. With another passenger he didn’t allowed to enter as he had a big bottle of water. My gosh, this is worst ever driver I have seen in my life. This guy have anger issues and he’s racist and aggressive. He’s been acting like he’s dealing with criminals. Asking people to open up bags, what’s inside etc etc. But all this behaviour is towards brown and black people. He is a pure racist and a black dot on the head of Flix bus. He allowed us to board the bus at the very end after all this drama. If it was wrong to board from terminal 2 with a ticket from terminal 5, why he allowed us to board at the end? It was nothing but a racist drama towards me and few other passengers. It was just baseless use of authority. He literally left that guy at the station with the water bottle. It was the last bus to Bristol and that guy was bagging him. My gosh this guy is a monster and aggressive. Fire him right away. Will never travel again with Flix, will make sure to spread my word on every podium about this. Please do recruiter humans, not racists.
I had booked a trip from Swindon to Heathrow to catch a plane to Australia. The day before take off Flixbus cancelled the bus and left me with no option but to book a ride with an alterative company. Attempts to claim a refund have resulted in them saying I had cancelled my trip and they have even sent me an invoice for my cancellation. There is no way of making contact to actually speak to anyone. Never, Never use Flixbus!!!! I used Railair which was superb!
This service is so good, where do I start?
First, attracted by the prices, ordering in advance helps!
On arrival, the driver was so helpful, the coach is modern, comfortable, and has a working USB port for each seat. Furthermore, everyone is informed not to be too loud, and once everyone is in, empty seats can be utilised for space.
The journey is well driven, impressed by the drivers' ability to give a very comfortable ride, no sudden braking!
On the return journey, I was so early that I could catch an earlier coach. As there were seats available, I could hop on, no extra charge.
Couldn't recommend Flixbus more, and already told my friendship circle!
Made two bookings had to change booking for flight reasons I mistakenly booked from terminal 5 Heathrow to Newport gwent asked to change to terminal 3 hasbus stopped there anyway was refused unless I paid another £44 for a 20 Minute ride. I am disabled and could not make the journey to terminal 5 in time but was dismissed out of hand I will never use flix again cost me petrolonry for a car to pick me up.
I've begun to use the service regularly, and so far, each journey has been pleasant. The drivers are typically very friendly and accommodating. My most recent trip was a perfect illustration of this. The driver kept us updated about stops and any possible issues on the road ahead. The buses are comfortable as well.
The bus arrived on time and had allocated seating. There was mention of WiFi and charging options, but I couldn't locate the charging point and didn't test the WiFi. The bus was very clean. However, I found the driver's demeanor to be somewhat rude and abrupt. While I appreciate the need for efficiency, being spoken to as if I were much younger was unnecessary. I believe that the approach and customer service from some drivers could be improved. Despite this, my travel experience was smooth, and the bus service was efficient. I would consider using it again.
I am very dissatisfied with how my complaint has been addressed. My luggage was damaged during my trip from one city to another. I reported this issue to the support team right away, but over a month has passed without any response. My follow-up emails have gone unanswered. After allowing the company ample time to resolve the situation, I consulted my legal advisor, who confirmed that a reasonable timeframe had been given. Following their advice, I submitted a Subject Access Request (SAR) 12 days ago — still no reply, which is necessary before escalating to the Ombudsman. I also tried to resolve this by contacting customer services, but I was simply brushed off without any real assistance or clarity. The absence of communication, accountability, and basic customer service is unacceptable. I would strongly recommend others to reconsider, as obtaining any kind of resolution when issues arise seems extremely challenging.
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