The online chat to speak with customer service is a long drawn out experience and at the risk of sounding dramatic slightly traumatic with the constant repeating yourself and waiting for them to respond and them giving you all of 0.2 seconds to respond when you’re still reading what they said and no way to call but imagine how quickly things could get cleared up if you got to speak to a fellow human. I’m a disabled customer travelling with my child and a carer. I had to change my ticket but the site was trying to charge me to change my carer tickets but didn’t for the other two so I contacted CS twice over a few days and neither could help me manually change the carer tickets to match mine they just kept telling me to do it myself online and I kept repeating that I had tried multiple times. I was told both times that they will send a message internally but never heard back from anyone still haven’t. The second person offered me a refund on the 23rd of September (good job I screenshot them saying so because I didn’t trust them, partly because they was a bit patronising at times). I figured instead of going round in circles in these feisty people in theonline chat I would just cancel all tickets then start again so i agreed to the refund. Two days went past and I realised that they didn’t send a confirmation email so I went into the app and sure enough the tickets were still live 🙄 🤔 why didn’t I trust them again. I quickly purchased three other tickets and then requested a refund of the old ones. I received an email for vouchers and then had to go through the website to request payment back into my account which I did on the 25th of sept. I did get an acknowledgment email after I made the request but I am yet to receive my refund. Why do some companies do that, did pay you in vouchers or ask for payment in vouchers? Why should the customers jump through hoops to get their money back?Because I purchased new tickets I then had to re request a carer ticket with I did on the 23rd and I’m still waiting to hear from them. We are not due to go until the 31st of October so I’m not overly panicking about that just yet. First time travelling with FlixBus and based off this experience alone I won’t be using FlixBus again and I will not be recommending FlixBus to anyone. Matter of fact If I could afford it now I would just fly to Utrecht from London. It’s just way too much stress.I’m not writing this review because I think that they would care. I see that all of their responses are generic so clearly they don’t. I write it to warn paying customers that this is potentially what you could have to deal with when you are booking through this company. And I saw another review similar to mine. **UPDATE 13th October**Despite their generic we are sorry for your experience response to this review I am STILL waiting for them to refund my old tickets and I am STILL waiting to hear about my carer ticket and I made BOTH requests through their online contact page nearly 3 weeks ago now.
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Travel through Europe with FlixBus on one of our green buses. With over 100,000 daily connections to around 800 destinations in over 18 European countries you really can explore Europe! FlixBus is a long distance bus operator connecting cities and towns throughout Europe. A strong partner network and an innovative ticketing system have made FlixBus a leading long distance bus company, with a fast growing, extensive European route network. FlixBus offers an alternative to traveling by car, plane or train and guarantees each customer a reliable, comfortable and safe means of transport.
Customer satisfaction has the highest priority at FlixBus. We at FlixBus continually strive for the satisfaction of our customers. We appreciate all the feedback and positive reviews that our passengers have given and would be delighted to welcome you on board on one of our green buses again.See more
