Review Time
My wife and I booked tickets for Christmas (December 24–25) from Copenhagen to Prague with a connection in Berlin.
Two drivers on this trip (I will not mention their nationality) went to the bridge from Copenhagen instead of taking the ferry and spent about 30 minutes trying to avoid paying for the bridge. After realizing this was not possible, they decided to go back to the ferry. As a result, we lost about 2 hours.
After arriving near Berlin, there was another stop before the central bus station. The drivers were navigating using Google Maps and missed three required turns, which caused even more delay. In total, we arrived more than 2.5 hours later than the scheduled arrival time.
These irresponsible drivers also turned off the trackers, and at 7:05 the bus was shown as “arrived.” If customer support had made even a minimal effort to check where the drivers were and when they actually arrived at the ferry, they would have clearly seen that it was physically impossible for this bus to arrive on time. I do not understand how drivers are allowed to simply turn off the tracker and avoid all responsibility.
We contacted customer support, but because the bus was marked as “arrived on time,” we received the following response:
“We cannot issue a refund as the booking was completed in accordance with all rules.”
More than 20 passengers missed their connections together with us, and everyone received the same response.
We had to urgently buy new tickets with our own money because our hotel and return travel were already paid for.
As a result:
• ruined Christmas mood
• –580DKK spent additionally on two last-minute Christmas tickets
• complete disregard for the company’s own rules and responsibilities toward passengers
We have video evidence that at 8:10 we were still on the bus and not in Berlin. If customer support wanted to, they could check the tracker data and the drivers’ receipts. But instead, it is more convenient for the company to blame the passengers.
From this day on, we will never use FlixBus again. Moreover, I will actively discourage all my friends and acquaintances from using this service. I will show them the evidence that customer support clearly does not want to see and will do my best to protect people from having the same negative experience we had.
P.S.
Our last four trips (not including this one, which happened yesterday and today) were terrible. This is a company you cannot rely on.
If you have a choice between flying or taking a bus, it is better to fly — even if it is more expensive. You will not lose your money. Airlines are able to admit their mistakes and provide compensation, while FlixBus does not. In this company, passengers are expected to pay for drivers’ mistakes.
Merry Christmas:
–580DKK
Booking number:
326 910 1492
Update 1
I would like to add important details that were not mentioned earlier.
Between approximately 08:10 and 08:30, we contacted customer support and clearly stated that we were still on the bus, had not yet arrived in Berlin, and were likely to miss our connection because the bus was delayed. We were told to contact support only after arrival. The agent did not mention that the system showed the bus as “arrived” and did not try to clarify why our actual situation differed from the system status.
We contacted support in advance deliberately, believing this would protect us in case of a refund request.
I have a video recorded at 08:20 with visible date, time, and geolocation (iPhone 16 Pro) proving we were still on the bus. The original metadata can be verified if needed.
During a chat with FlixBus support between 09:00 and 09:30, we were informed that the bus was delayed and that we were entitled to either compensation or a ticket replacement. The replacement required waiting an additional two hours. Due to strict check-in times, exhaustion, and stress, we decided to buy new tickets and request a refund instead.
However, after submitting the refund request, we received a response stating that the trip was on schedule and that other passengers managed to board, with no mention of the delay that had previously been confirmed.
Unfortunately, chat messages are not saved, and due to fatigue and urgent practical issues, we did not take screenshots. We did not expect this to be necessary after being clearly told we were entitled to a refund.
Additionally, I personally informed the drivers at least three times that we had a 09:00 connection. Each time, they assured us we would arrive on time. I also witnessed several other passengers raising the same concern.
Please note: I am writing from my own account, but the tickets were purchased through my wife’s FlixBus account.
My wife and I booked tickets for Christmas from one city to another with a connection. The drivers took a wrong route, wasting around 30 minutes trying to avoid tolls, which led to us losing about 2 hours. Additionally, they missed crucial turns while using navigation, further delaying our arrival by over 2.5 hours. The support team failed to acknowledge our situation, stating we couldn't receive a refund because the bus was marked as 'on time.' Many passengers faced similar issues and we had to buy new tickets at our own expense, ruining our holiday spirit. We have video proof of our delays, but the company seems uninterested in accountability. This experience has made us decide never to use this service again and to warn others against it.
We were supposed to leave at a set time, but the bus never showed up despite being marked as on time. Customer service kept telling us to wait but eventually rebooked us on a bus that had already departed. After a long wait, we were finally transferred to another bus but were told no compensation was available. This experience was frustrating and unacceptable.
I attempted to book a trip online, but my payment was declined. My bank indicated the issue was with the company's website. Despite following all recommended troubleshooting steps, I could only complete the booking through their app. Now, I need to reschedule via their malfunctioning website, but I can't find any contact number for assistance. Their chat support is ineffective and lacks fluency in the language, making communication difficult. This has been a frustrating experience shared by many of my friends.
I purchased a ticket for my bicycle, but the driver refused to take it, claiming there wasn't enough space, despite my valid ticket. After waiting for 30 minutes for a refund, I was told I couldn't get one because I had been checked in. The website wouldn't accept my refund request either. This has been a terrible experience.
We traveled as a family and faced a very disappointing experience. Despite reserving seats together, we could not sit with our children due to a bus change. Communication with staff was ineffective, and we arrived late, causing significant disruption to our plans. Additionally, the bus was not clean, leaving a poor impression. We will not consider this service again.
Claim your business profile now and gain access to all features and respond to customer reviews.
buyboatfridges.com
invoicehome.com
pipstonecapital.com
redeemer-lawrence.org
vodafone.cz
sisuclinic.com
aiapply.co
jasonrubinins.com
snov.io
beautybase.com
