flixbus.com

Very bad experience

I, my wife and 5 year old daughter were supposed to take a return trip from Leeds to Bristol. The time.of.departure was 19:10. The bus was delayed without any information on the app as to why it was delayed. The time was changed to 20:00. At few minutes past 8pm a bus arrived from Bristol. We (the passengers ) thought that was the bus we would take back . The driver didnt say anything. He drove off without checking anybody in and didnt give any explanation if another bus was coming. The time changed on the app from 20:00 to 20:30 as the time of departure and at 20:45, some of us ( the passengers) called the flixbus customer representative and we were told that the bus would come in 15 minutes. At 2100, we got a message that the bus had being canceled. One of the passengers called and requested that we be provided with accommodation till the following day since the cancellation wasnt the passengers fault and also explained that some of us had kids and we were exposed to the cold weather that night . We were told that we should book an hotel ourselves and we would be refunded up to 80 pounds per person. I booked an hotel for 133 pounds (that i didnt budget for) just to have somewhere to stay with my wife and daughter that night, since we did not plan to stay overnight. We rescehedule the trip for the next day. The bus left 11:30 am the following day and we got to Bristol past 5pm. My plan for that day already ruined .On getting home, i sent a mail explaining what happened and requested a refund of my hotel bill, since the cancellation was caused by flix bus without any explanation. I got a mail that i was not entitled to any refund because i already rescheduled the trip. I called the customer rep again and explained what happened and the message i got. The call rep told me to reply that nessage that i could get a refund up to 80 pounds, and i replied the mail immediately. After few hours, i got a mail that i should send my account details which i did. I sent the account details only to wake up the following morning and got another mail that i cant get a refund since i already rescheduled. I said i was asking for a refund of my hotel bill since the cancellarion wasnt my fault. It was cancelled without any prior notice and it was also canceled two hours after the departure time .I kept explaining myself that I had spoken to the customer rep and I was told that I was entitled to a 80 pounds refund ( same thing the customer rep told one of the passengers who earlier called the moment the trip was cancelled). But they kept going back and forth insisting they won't issue a refund. No empathy, no concerns about the customers wellbeing. It was an horrible experience and it was so sad that the journey that day was my first time of using flix bus. Very sad experience. No empathy, they didnt bother about your wellbeing. And to crown it all, no explanation regarding what caused the delay up till this hour.

Date of experience: Nov 15, 2025