I had a very frustrating experience with Flixbus.A few days ago, I booked a ride for myself and my sister (who’s visiting me from outside Canada). Today, she suggested we change our trip from the morning to the evening. I was in a meeting, so I sent her the link and booking info to make the change.She did, but unfortunately, the departure and arrival locations also changed (they are quite far from where I’m leaving from and where I’m going to), which she didn’t notice because she doesn’t live in Canada. She assumed only the time would change. A simple, honest mistake for someone that was just doing that for the first time.The rebooking confirmation came in at 11:16 AM. I called Flixbus at 12:06 PM (less than an hour later) to fix the issue. I explained the situation and asked for help to cancel the incorrect change so I could rebook it properly. The rep said I’d have to pay another cancellation fee. I explained again that this was just a mistake made minutes ago and that I called immediately I noticed it so that they could help me rectify the error but they told me they can’t do anything on their end since the mistake wasn’t from their end. I find that really surprising coming from customer service. Customer service shouldn’t only exist for when the company makes a mistake. If a customer makes a clear and honest mistake and tries to fix it immediately, good customer service should help to rectify the issue without making the customer pay for it. I asked to speak to a manager with the hope that the manager may be able to assist me but the rep refused and hung up on me while I was still talking.Also, when my sister made the change, she also had to pay again for a seat, even though I’d already paid for two seats in the original booking. Why would she be charged for seat again just for changing the time on the same day, for the same passengers?I tried again this evening after work. I called them again and while waiting for someone to take my call, I chatted with an agent online, and I got the same response. They finally took my call after 55 minutes of waiting and the rep that answered me told me the exact same thing again, that the mistake wasn’t from them, it was from me so I have to do it online and pay all the rebooking and cancellation fees again. No flexibility, no solution. Not helpful, just terrible! I’ve never dealt with a company that was so rigid and unwilling to help their customer when a clearly honest mistake like this is made.
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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
