flixbus.com

Don't use Flixbus

I booked Flixbus 3 times in July (for journeys between London and Switzerland), and I am still angry and disappointed about my experiences connected with the last 2 and the poor responses from their Customer Services Department and management. During the first journey from London to Zurich our driver was a smoker and he made sure that we stopped every couple of hours, which enabled us to get off the bus to go to the toilet (a passenger on that bus said they could smell the Flixbus toilet from where they were sitting) and buy food and drink. On my return journey, the drivers refused my request to stop for a toilet break because they were already running an hour late. The passengers had no choice but to use the toilet on the bus! It didn't flush and became more disgusting as the journey progressed!Eventually a French family of 5, with quite young children, complained and they did stop for 3 toilets but no access to food or drink! By then I had been on that coach for 8 1/4 hours and I had run out of water and snacks!I flew to Geneva next time, because I couldn't bear the thought of another bad journey before I started that mini break. To save money, I booked a £69 return with Flixbus to London. It involved 2 transfers of buses, to ensure I would have 2 toilet breaks and opportunities to buy food and drink! As a lone female traveller, I thoroughly checked the details of the journey to ensure my safety.My invoice confirmed what I had seen on the Flixbus website (about the transfer in Lyon) that I would be dropped off in Lyon Bus Station, just after midnight, for a 1 1/2 hours stop. I was happy that I would be safe there and have access to a toilet. The next piece of information I received (after paying) contradicted both of the previous pieces of information! I would actually be dropped off in a street in Lyon! My family and friends agreed that that wouldn't be safe for me, so I changed my return ticket. I have since taken up the cancellation charges with Flixbus' Customer Services Department and management, but they said that I made the change 'voluntarily' and they refused to refund my additional costs! I arrived early to catch the Flixbus home and was able to quickly check all the destinations of the buses, as Geneva bus station is not very big. As the bus was not there I sat opposite the entranceway to watch all buses arriving. By the time it was 20 minutes overdue, and I hadn't received an update from Flixbus, I checked with the office at the bus station. A member of staff left the office to check for me. I was shocked to be told, upon his return, that the bus had already left! He said that 5-7 people each week say that they arrive early, but miss that particular bus! I was told that I would need to buy a new ticket. That wasn't an option as the next Flixbus would be the one which would drop me off in a street in Lyon after midnight! I have since explained the situation to Flixbus, including what the member of staff had said about multiple missed buses each week, and they are adamant that the bus didn't leave early and wouldn't refund me. I will never use Flixbus again.

Date of experience: Jul 23, 2025