Appalled with the experience my partner and I had on our bus trip from Amsterdam to Zagreb on September 27th. Firstly, upon arriving at the bus stop at 3.45am., we were uncertain whether we could purchase our tickets directly from the driver or if we should book them online in advance. When we approached the bus driver for clarification, he assured us that we could buy the tickets directly from him.However, once everyone had boarded the bus, the driver attempted to book our tickets but encountered technical difficulties. To add to our inconvenience, he informed us that he had forgotten his invoicing booklet. Consequently, he suggested that we try to book the tickets ourselves. Given that it was now past the scheduled bus departure time, and we were unable to do so, he advised us to book from Rotterdam or The Hague rather than Amsterdam.Following his instructions, my partner booked a ticket from Rotterdam to Zagreb separately, as advised by the driver. However, the driver claimed that it hadn't gone through. He then instructed he to try and book a ticket from the Hague to Zagreb instead but that too was unsuccessful. He then insisted that I should attempt to book the tickets to secure our place on the bus. I proceeded to book two more tickets as instructed from the Hague to Zagreb, which went through successfully. Upon departure, we realized that the initial tickets my partner had booked had indeed been successfully processed, contrary to what the bus driver had told us.This resulted in a double booking for our journey to Zagreb.My partner promptly attempted to cancel the excess tickets and received vouchers in return. However, these vouchers are of little use to us as we are both relocating to Australia and will be unable to use them over the next year. Unfortunately, during the cancellation process, there was no option to request a cash refund and we didn't know that this was possible.Given that these issues were primarily the result of the actions and instructions provided by the bus driver, we kindly request that the money would be refunded for the excess tickets back to my partner's account. However the customer service team said this wasn't possible as it doesn't constitute a double booking (as we booked the tickets separately and so they are not identical).Additionally disturbing, the driver demanded 20 euros for one of our suitcases, alleging it exceeded the 20-kilogram limit. Together my partner and I have two suitcases and two hand luggage pieces (the allowed amount we understood to be included in the ticket price). Despite our request, the driver refused to provide us with an invoice or receipt for the luggage. Even if we exceeded the 20 kg limit of one of the suitcases (which we don't believe we have) the charge of 20 euros contradicts the information on the flixbus website stating that the fee for extra luggage of 20kg is 5 euros.
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FlixBus is een Europese intercitybusdienst die elke dag grote en middelgrote steden met elkaar verbindt. Sinds het einde van het spoorwegmonopolie en de privatisering van de intercitybusmarkt biedt FlixBus moderne mobiliteitsmogelijkheden aan tegen scherpe prijzen. De FlixBus dienstverlening is van start gegaan op 13 februari 2013 in Duitsland. Met meer dan 10.000 dagelijkse busreizen door 15 europese landen, een sterk partnernetwerk en een innovatief boekingssysteem heeft FlixBus het tot een van de meest toonaangevende intercitybusmaatschappijen van Europa geschopt.See more
