I booked my ticket several weeks ago with an extra luggage, I am now abroad and received notification of 2 emails saying there was a change to my booking and that I was to have a refund. I couldn’t open the emails but managed to speak to customer service advisor who told me I had changed the booking and cancelled the extra luggage. I categorically did not change the booking, why would I when I need to return home with ALL my luggage.When asked when this change happened and where the log in came from, apparently they can’t see it, won’t give me any extra information but it had to be me. They would not help me, wouldn’t let me raise a complaint and kept terminating the chat.The third person I managed to speak to said the reason I can’t add the luggage back on to my booking was the bus was full. So there she inadvertently let me know that it was them that cancelled it as they either oversold the bus or changed the vehicle so there is less capacity and then try to make it appear that I cancelled it so they don’t have to give me a refund. I had also found online other customers have had the same experience, luggage cancelled and then told THEY did it, which like me, they did not and was then completely stonewalled by flixbus.Appalling service from everyone involved and has now left me significantly out of pocket as I have to make alternative travel plans which have increased in price since my original date of booking. UPDATE: I have since had to cancel my booking as I have no choice due to the fact I cannot bring my luggage back, I requested a refund of both vouchers they have issued me, they said they won’t as refund me. As again it was ME who apparently cancelled the booking with the luggage and then rebooked without it!??? Why would I do that? And as I then cancelled my bus, I can’t have a cash refund.What option did you give me?! I can’t travel without my luggage!! You gave me literally no choice as your customer service kept terminating the chat.Utterly ridiculous. So again,I request that you please provide me with the time, location and device that logged in to cancel and then rebook my journey.
Claim your business profile now and gain access to all features and respond to customer reviews.
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
