FlixBus refused boarding despite valid ticket – humiliating treatment of passengerOn 19.08.2025 my mother had a fully paid and valid ticket from Warsaw (Poland) to Dnipro (Ukraine).Despite this, the driver refused to let her board, saying the QR code could not be scanned. Other passengers were admitted, but my mother was left outside in tears, without help. She explained that her phone was not working and she could not show the digital version, but the driver coldly said “it is not my problem.”Only after another staff member checked the passenger list and confirmed her name was she finally allowed to enter the bus.This was a humiliating, stressful and unacceptable experience. A passenger with a valid ticket should never be denied boarding.I submitted multiple complaints to FlixBus, but all I received were identical template replies, with no proper resolution and no direct apology to my mother. The company continues to ignore the issue and refuses to take responsibility for the misconduct of its staff.This case shows a clear violation of EU passenger rights (Regulation 181/2011) and a lack of respect for customers.FlixBus needs to:– Properly train its staff in handling such situations,– Stop ignoring serious complaints with copy-paste answers,– Take responsibility when passengers are mistreated.I will be escalating this matter to the European Consumer Centre (ECC-Net) and Polish Consumer Protection Authority (UOKiK).
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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
