My initial issue was that my coach ride arrived nearly 3 hours late from the intended arrival time causing me to miss connections. It was meant to arrive at 5:05pm. Instead we arrived at around 7:45pm with no communication/announcements from the driver. Many passengers had to alight early and finish their journey by alternatives means due to traffic and issues with the driver needing to obtain extensions to drive lasting around 20 minutes at each stop. My understanding is that delays lasting 60 minutes or longer qualify for a refund, the website is not very clear on this. I have been in contact through email, to which I enquired about this policy but the responses only gave me generic automated responses saying I’m not eligible for a refund without clarifying the reason or policy. I have then reached out to live chat to find out the answer as I wouldn’t mind if they could actually explain the reason. However the live chat team was useless and couldn’t answer my question either and ended the chat abruptly on their end directing me back to Flow- the AI assistant. They just informed me sorry I don’t qualify but couldn’t give me more information on the policy as it would help me to understand this in future situations. I have just got off the phone with an advisor who informed me that if the bus ARRIVED more than 60 minutes late then it is eligible for a refund.Here’s where it gets weird and very suspicious. The team at FlixBus have manipulated the tracking system to show at the bus arrived at 5:55pm. I assume this is a fraudulent act to prevent customers from receiving their refunds and I will be investigating and obtaining proof that the bus did not arrive as it stated on the tracking system. I already have photos on the bus showing the live time while I was on the bus still not arrived at the destination and I will be getting in contact with London Victoria coach station in hopes to obtain more proof from CCTV and advice from them. If this carries on and I can’t get a solid answer I will consider to seek legal advice.If there are any other passengers on that coach reading this, please reach out and help to get your refunds back too!————————————————————Update: email from London Victoria Coach Station“Hi allJust to confirm there is no recorded arrival time for the Flixbus 17:05 023 on our paperwork.CCTV from Arrivals shows no 023 arriving between 17:45 to 18:10.However, a Flixbus (reg number) with no working destination blind arrives into Arrivals Lane 3 at 19:46:05.“
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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
