Review Time
I booked my ticket 40 mins in advance I was there 15 mins before the bus was due to leave the station. I had my ticket and qr code but the rude horrible driver was saying I wasn't on this journey even after showing him my confirmation email and my ticket. Very very rude. I was on the 21.30 from Glasgow to Perth but I'll stick with the amazing Ember bus from now on
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.“
TLDR; Coach delayed by over 10 hours, took a long time and initially refused refund.I was meant to get a coach from London Victoria at 22:00. We were informed at 22:30 that the bus would arrive at 02:00. The bus was still 30 minutes late. At the first stop it was 90 minutes delayed and there were further delays due to an accident on the M1.We were informed that the bus was delayed because the drivers had to rest so they were aware there would be a delay 8 hours before departure but we were not informed until 30 minutes after the proposed departure.I ended up taking a train, and requesting a refund. However, this was very difficult and they didn't respond to my messages for 3 weeks. Then they told me my train receipt wasn't valid, because it didn't have my name on it, when they never do. Never use this service, it is terrible.
Absolutely unprofessional!Last time family took Flixbus they canceled the bus minutes before departure and if they didn't have a car they would have missed their flight to Europe.This time my daughter bought a ticket to a location that is no longer serviced yet it indicated that address on the booking, ticket and the app.It's hard to believe that this can happen. We rushed to the other station only for her to sit in that bus way past departure time. The bus has barely any leg room and is disgustingly dirty.
In general, Flix bus is good but old buses in Portugal. There’s no proper air-conditioning, the seats are not comfortable for long distances, and they recline so much that a backrest of a seat in front of you ends up almost lying on your knees. When you try to recline your own seat to make some space, the person behind you complains. There was also no Wi-Fi available, even though it was stated when I booked my ticket. The only positive is that they are clean and pretty much run on time.
- "We had a disappointing experience with your driver today. He was unhelpful and wouldn't allow phone charging- "I had a terrible experience with FlixBus - the toilet was unusable and smelled awful."- "FlixBus failed to provide a working toilet, and the smell was unbearable. Never again!"- "The bus had no functioning toilet, and the smell was horrific. I'm never booking with- "I was disappointed with the state of the toilet on my FlixBus journey. It was out of order and smelled very bad."
I had booked before I read people’s review so I didn’t know what to expect. I will give them four starts because the bus from Victoria to Manchester didn’t have the charging unit for Morden phones but there is a plug for some seat to charge. The drivers are professional and caring. The bus is clean. The AC was working fine. The kids enjoyed the experience. Would definitely use flix again. Highly recommend them. The fare is fair too.
SHOCKING SERVICE !!! No toilet on outbound service (wouldn’t have booked if we had known) ZERO driver communication on return bus - pulled into Services without giving reason, (overheard something about a warning light on the bus so assume engine fault) Air conditioning not working despite 30 degree heat. Pulled into designated stop - again no communication from driver that we could leave bus for 15 mins. On return to bus, driver made vague request if everyone was on board and despite being told someone had not returned, proceeded to drive off anyway leaving a passenger behind !!! On raising these issues to FlixBus I was told I was not entitled to any refund. Would never use this company again, terrible customer service.
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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
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