FlixBus / FlixMobility review: Abandon on the highway from Paris bercy to Dusseldolf on 1st October 2026

Subject: Formal Complaint Regarding Passenger Abandonment During
Journey from Bordeaux to Düsseldorf on 1 October 2026, on Vacation

Dear FlixBus Customer Relations,

I am writing to submit a formal complaint regarding a serious incident
that occurred during my journey from Bordeaux, France, to Düsseldorf,
Germany, on 1 October.

My journey was booked as follows:

Bordeaux to Paris - Route N1793, Seat 11A
Paris to Düsseldorf - Route N1320, Seat 1B

During the journey from Paris to Düsseldorf, our coach stopped at an
AVIA service station near Valenciennes, France, at approximately 1:00
p.m. Passengers were given a short break to use the restroom and
purchase refreshments.

While queuing inside the station to buy a bottle of water, I did not
realize that some of the passengers around me belonged to another
coach that had arrived later. When I exited the shop, I discovered
that my FlixBus had already departed without me.

I was suddenly left stranded alone at a motorway service station in an
unfamiliar part of France, far from both my departure point and my
destination. My luggage and personal belongings remained on board the
bus. Fortunately, I had my passport, a small handbag, a scarf, and a
small amount of cash with me. However, I had no European SIM card, no
network connection, and no practical means of contacting family or
arranging transportation on my own.

The experience was terrifying.

I had no idea where I was, no means of transportation, and no
assistance from FlixBus. I was travelling alone in a foreign country
and found myself abandoned at a service station on a highway.

After witnessing my distress, a kind employee working at the AVIA
station took a personal interest in helping me. We attempted to
contact FlixBus, but no effective assistance was provided. We also
contacted the police, who explained that the situation did not
constitute an emergency requiring intervention.

The AVIA employee eventually managed to arrange a taxi to Valenciennes
railway station, at a cost of €38, enabling me to continue my journey
at my own expense.

As a direct result of being left behind by the FlixBus, I incurred the
following additional transportation costs:

Taxi from AVIA station to Valenciennes railway station: €38
Valenciennes to Lille Flandres: €33
Lille Europe to Brussels: €45
Brussels to Düsseldorf: €59

Total additional expenses: €175

These expenses would never have been incurred had the bus ensured that
all passengers had safely returned before departing.

Meanwhile, my sister and brother-in-law had to spend considerable time
and effort recovering my luggage. They initially travelled to Cologne
after receiving information that my belongings would be there, only to
be redirected to Düsseldorf because my luggage had remained on board
until the final destination.

The bus arrived in Düsseldorf at approximately 7:00 p.m., while I only
arrived at approximately 10:30 p.m. after multiple train connections
and hours of unnecessary anxiety and uncertainty.

What concerns me most is not simply the financial loss but the
complete lack of passenger care and safety demonstrated during this
incident.

A passenger should not be able to disappear from an international
coach journey without appropriate checks being carried out before
departure. My luggage remained on board the coach, clearly indicating
that I had not completed my journey. Yet the bus departed without me
and without any apparent attempt to verify that all passengers had
returned.

I cannot help but wonder what the consequences might have been had I been:

A child,
An elderly passenger,
Someone with a medical condition,
Or a traveller without money, identification, or support.

The outcome could have been far more serious.

I am also concerned about the apparently insufficient time allocated
for such a stop. Expecting dozens of passengers to leave the bus, use
restroom facilities, queue for food or drinks, and return within only
a few minutes is unrealistic. The employee who assisted me even
remarked that similar situations had happened before. If this is true,
it suggests a recurring problem that deserves immediate attention.

I paid approximately €86 for this journey, including insurance,
expecting safe and professional transportation. Instead, I experienced
one of the most distressing travel situations of my life.

I therefore respectfully request:

A full investigation into this incident.
Reimbursement of the €175 in additional transportation expenses
incurred as a direct result of being left behind.
Consideration of additional compensation for the disruption, distress,
inconvenience, and safety risk caused by this incident.
A written explanation of the procedures followed by the driver before
departing the service area.
Confirmation of the measures FlixBus intends to implement to prevent
similar incidents from occurring to other passengers.

I have taken time before submitting this complaint because I wanted to
present a clear and factual account of events. However, the experience
remains deeply upsetting, and I believe it raises serious concerns
regarding passenger safety and customer care.

I trust FlixBus will treat this matter with the seriousness it
deserves and I look forward to your response.

Yours faithfully,

Elsie Ebot Oben

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