FlixBus / FlixMobility

I want to make a complaint about the antisocial, rude and violent behaviour of one of the Flixbus drivers which resulted in the injury of my left hand. The incident occured on the 30th of June, on the UK002 at Finchley Road bus station and was attended to by the Metropolitan Police who have also witnessed my hand injury.

I have bought a ticket for the 3:05 pm service and have reserved two seats as I have had carry-on luggage which I wanted to put on the floor next to my seat so as to not disturb other customers.

The bus arrived with a delay of more than 1.5 hours. The bus driver Nick has scanned my ticket and I put my two bags in the hold.

I then wanted to go on the bus with the two paper shopping bags and my small rucksack but was stopped by your driver, who said that if the shopping bags cannot walk up the stairs they cannot go on the bus. I told him that I have booked two seats to which he replied that seats are for people not for bags and that I either have to leave the bags on the street or put them in the hold or that I cannot go on the bus at all. He said he will start to count till five and I have to decide what to do and he started counting. I didn't want to put the two open bags in the hold as I was afraid the contents might be flying around in the luggage compartment when driving and also I have booked a second seat so that I could put the bags on the floor next to me.

I told him that I have booked two seats and that this is ridiculous because I can put the bags on the floor next two me which is why I have booked two seats. I then tried to go up the stairs to the bus, but the bus driver stopped me and said that he now decided that I will not go on the bus and when I asked why he said that he can refuse to take anyone on the bus for no reason. He sat down on the seat next to the door and was preventing me from going on the bus. I told him that I can put the bag on the floor or in the overhead locker but he said no. He said I cannot put the bags neither on the floor, nor in the overhead locker nor on the seat because seats are for people not for bags.

I then told him that I want to speak to his manager and he replied rudely "call him" when I asked if I could have his manager's number he said "No" and he said that he was going to call the police to get me off the bus.

I told him to please call the police and he indeed called the police telling them that he needs to get a passenger off the bus. As it was taking time for the police to arrive and the other customers wanted to leave for their destination I said I would put my two carry-on paper bags in the luggage compartment if we could leave then. The bus driver first said ok and was opening the luggage compartment doors but when I started getting off the bus, the driver immediately started closing the doors. As I was afraid he would just drive off now with my two pieces of luggage on the bus I tried to hold the door open and was asking him not to close the door he saw me and the door just started closing but he didn't stopped it closing and indeed closed it trapping my hand in between the door and the door frame. He was absolutely willing to cause me injury and he seemed to enjoy being rude and cruel to me.

Considering the abusive and rude way that this driver was treating me I was really afraid he would drive off with my luggage and then just bin it somewhere on the way because he showed no consideration or human decency towards me at all.

Even passers by from outside the bus were trying to talk to him and were asking him to open the door as they saw that I was injured and in distress but he refused to open the door or speak to them.

He released the door when the police finally arrived and I was very relieved to see the police who also witnessed my trapped hand and asked me if I wanted to report the driver for common assault. As I was very tired , scared and upset and just wanted to get home I said that I didn't want to press charges at the time.

The police then spoke to the driver of the 5:30pm UK002 service who took me on board his bus.

All this is documented on the bus's CCTV as well as the police report, for the Metropolitan Police which the bus driver Nick has called in to Finchely Road at around 4:50pm.

I had to spend yesterday at the Emergency walk in to have my hand x-rayed as it was swollen and was and is still hurting.

I also have to say that I do play guitar and piano which are both an important part of my life therefore a hand injury or mobility impairment is really disastrous to me.

I am absolutely appalled by the disgusting and vicious behaviour the bus driver Nick. He was rude, mean and cruel to me for no reason.

He didn't care about my safety or about the distress he was causing me, he was trying to trick me to leave the bus and then drive off with my belongings and he closed the bus door and injured my hand despite he saw me and he saw my hand and I was asking him not to close the door.

I don't think I have paid for a bus travel to be assaulted, humiliated and abused. This is certainly the worst customer service experience I have ever encountered and I am appalled to see that you are hiring violent and antisocial people to run your bus service.

I would certainly never ever use your bus service again.

Your bus drivers have no right to be antisocial, abusive and rude to people no matter their gender or race.

A bus from Lisbon to Braga 21.june 13:30 was for four hours playing right-wing religious songs mixing war sounds with "fight for jesus"screams! when a guy went to the driver saying the bus was not a church, he was pissed off and screamed if the passengers were disturbed, and the guy had to scream louder that he was very disturbed. many people were, but the driver was a real scary jesus fanatic!

I took a Flixbus from France to the Girona Airport on the 19th of May. Unfortunately, getting off at the airport, I forgot my suitcase in the luggage compartment of the bus. I called their customer service 10min later, as soon as I realized, and wanted to see what I could do, as the trip was still going on and the bus would take at least 1 hour to arrive in Barcelona. I was told that there was nothing to do other than report the "loss" of my item on their website.

I was taking a plane to Düsseldorf Weeze to spend two weeks without my suitcase and with only the clothes I was wearing. I was already going through a lot of trouble and stress, and I think the least they could have done was try and secure my suitcase, to make sure that I wouldn't lose it for good. I can think of plenty of ways they could do that seeing that the bus would need 1 hour to reach the next stop. But they denied me any real help.

What really hurts about this whole situation is the fact that Flixbus neglected my problem. I didn't lose my identified suitcase. I forgot it inside the bus luggage compartment. Flixbus lost it. The saddest part is that there was nothing really valuable in there, except for a pair of sunglasses. It also contained clothes and shoes for two weeks of traveling, a hairbrush, and a curling iron. But these are things that I bought over YEARS and that I'll have to repurchase - I don't when or with what money - because I don't have trainers or enough underwear anymore. And that's because the company ignored my ask for help and decided to be irresponsible and neglective about my problem.

And of course, they take no responsibility for that. I'm truly astonished at how this situation developed, how little to no support I received from the company (who haven't replied to a single of my messages and only contact me today to tell me that they didn't find my suitcase two weeks later). In fact, they erased my comments about that on Instagram, too. I have never felt so mistreated as a customer in my life.

I was on the 19.30 Flixbus referenced 041.

I was scheduled to be on Bristol 22.00.

It's stops on the journey to London were Heathrow Airport, Hammersmith then Victoria.

On arriving at Victoria I wax told the journey was delayed due to the drivers legal requirement for a 45 minute break. I understand Tachos so understood the delay.

However the Journey became a trip to Reading and UWE Bristol. I had to ask as the final stop for Bristol City centre wasn't shown.

To my surprise we had no stop at Hammersmith a stop at Heathrow Airport, Reading , UWE Bristol then Bristol City Centre.

We arrived at Bristol City Centre 23.15.

I approached the driver to ask how to make a complaint. He walked away to the coach without answering.

I followed him to the coach and asked again. His reply was I've driven for 11 hours and my jobs finished. I said I've asked a simple question. Your reply is to walk off.

My concern was that I'd missed the last bus to Weston-super-Mare that I had paid a return ticket for the X1.

He drove off and I was left with a £60 taxi fare to get home.

My £7.50 return ticket had I got home on time would have got me home.

So I'm not happy with the Service from the driver. The late return and the extra £60 I had to pay for a Taxi.

This is the 1st time I've used Flixbus and do not think I'll be recommending them to anyone.

By bus was 4 hours late. Then they said I was 4 hours late and I had to spend the night on the street in Los Angeles. I was supposed to be where in going at. 3pm today. Now it’s going to be tomorrow. That unacceptable. I could have been robbed or killed and it would be on your hands. I’ve emailed the news stations and i will be letting everyone know what your company did to me. Unacceptable. Lying to your customers and putting False info on greyhounds website.

Today came home from college with all my expensive clothes and shoes. And some jerk took my bag. Flix bus doesnt even care. Just a computer asking to file out a form and then thats it. They dont even bother to call everyone on that bus to see who took it.

Hallo I am Echard Gabriel Cosmin and I was traveling on flexibus 24-25.01.2022 from Cologne Airport to Berlin and everything was normal beautiful... The problem I noticed wenn I arrive to destination Berlin wenn I noticed my logadge was almost open and I understand something was going on travel with out I noticed and I opened the right there on site in bus station and see everything was mix up clothes missing my tablet tastature from aplle missing and wenn I asked drivers from the bus what's happened with my logadge they have said to me he was a Zoll contoll in Cologne Airport and the police he can check everybody logadge without they know... Butt another driver became very aggressive with me almost kick with a punch I need to specify he was 3 clock in the morning he was dark nobody there maybe they have surveliance camera... He was a Warsaw bus drivers...

Never ever use Flix bus service. They people are theifs. I took a bus from paris to Amsterdam and whenever I got in Amsterdam I never found my luggage the driver told me to file the complaint on their webside. I had $2000.00 worth of stuff in my luggage and never heard from them.

FLIX BUS Customer Service (Kamil Koç-Turkey Business Partner)
My travel information subject to the complaint: Route: Istanbul Esenler - Yozgat (Turkey); Date: 05 August 2021; Time: 21.30; Seat No:1; PNR No: [protected]
Dear Sirs, Madames,
As a Kamil Koç (business partner of flixbus in Turkey) customer, on Thursday, August 5, 2021, at 21.30, we set off from Esenler-Bus Station as the number 1 seat passenger to go from Istanbul Esenler Bus Station to Yozgat. When it came to Alibeyköy bus station, the vehicle broke down! I waited for a NEW vehicle to arrive at the entrance of Alibeyköy bus station for about 1 hour. During this period, the passengers were not informed correctly. Only one of your young staff (host) who attracted attention with his irresponsible, indifferent behavior and speech came to the passengers and tried to reach Kamil Koç. The non-serious attitude of your staff in this 1 hour period is exemplary! He was irresponsible enough to even state that 'it is a mistake to choose Kamil Koç when there are local companies'!
After waiting for 1 hour, a vehicle with plate no 34 VF 4367 arrived. This vehicle was not a SUBSTITUTE vehicle, it was another VOYAGE vehicle with different passengers, we were transferred to this vehicle at around 22.30. Then we set off from Alibeyköy. When we came to Dudullu, the BUS started to fill up with the passengers of this VOYAGE. While I was sitting at number 1, I was made to pass to SEAT NO 5. In FACT I had paid an additional 5 TL for a 150 TL trip, while buying a ticket, I paid a total of 155 TL for the number 1 single seat. However, I had to continue traveling in the seat at number 5 with another passenger with seat 6. I told the assistant that these practices were wrong and I objected. The journey went on and when we arrived at a new station between Istanbul and Gebze, I heard the assistant make the following negative comment about me outside the bus; He was speaking in a distorted manner, 'It is perfectly normal to make saet 1 passenger to pass to number 5'. When he got on the bus, I warned this assistant in an appropriate manner. He had dared to say to me that 'You are doing wrong to me'. Then I stated that I would sue him and the company. Among the passengers, he disrespected me by saying loudly, "Call a lawyer or a prosecutor, " and he went beyond his limits.
Why does Kamil Koç employ such a irrespectful person as a staff? I was treated humiliatingly in front of other passengers on the bus! Your assistant personnel showed me ignorance and disrespect with the attitude of "this is my vehicle, my OWN passengers will sit in number 1-2 in my vehicle".
My customer rights was seriously violated.. Does Kamil Koç vehicles (Flixbus) belong to the assistants!? I was patient until I reached Ankara, but I lost my peace and I did not want to tolerate the disrespectful style of your staff and I had to change vehicles in Ankara and continue to Yozgat with another vehicle.
NOW, I COMPLAIN again about your staff who caused me to travel uncomfortably. I request that the necessary disciplinary and in-house administrative penalties be applied. In addition, I demand financial compensation for traveling in a different seat (with a passenger sitting next to me) instead of a single seat, I paid an extra 5 TL. In addition, as I had to continue the journey between Ankara and Yozgat with a different company as a result of the attitudes and speeches of your disrespectful staff, I would like to request that 80 TL be paid to me.
I am 45 years old, UNIVERSITY ACADEMIC MEMBER. I HAVE GIVEN THE REQUIRED INSTRUCTIONS TO MY LAWYERS, I WILL APPLY TO THE ISTANBUL CONSUMER ARBITRATION BOARD AND DEMAND MATERIAL AND MATERIAL COMPENSATION. In case Kamil Koç or Flixbus does not take action against all the personnel who caused the above mentioned incidents, I will apply European Commission to take necessary legal action against Flixbus. I know very-well European Union Law since I had a Master Degree on European Union Law!.
I am sure that Flixbus, as an international company, shall take necessary against Kamil Koç Personnel (all of those who caused me to experience a terrible unlawful voyage)
Regards.
Fatih KAYHAN- Assistant Professor

I was traveling from Tucson to California with my family. I was not aware that my 8 year old son brought my sisters snake on the bus with us that he had in a purse. The snake was found at the front of the bus and the driver told me that at the next stop in Los Angelas that we would have to get off the bus. He drove almost another 2 hours with the snake on the bus. At that time he told me that are tickets were canceled. I asked him if he could give us an option to relinquish that snake in Los Angelas and continue on our trip as I was traveling with 4 of my children with special needs which includes one with non verbal autism and my wife who just weeks ago got out of a coma and is medically fragile. The bus driver said no. I then reached out to supervisor at Flixbus and she approved for us to buy tickets again and go on the bus as long as the driver seen that the snake was not with us. This created undue hardship as I only have enough to pay for the tickets from Los Angelas to Fresno California with 2.50 to spare leaving us with no place to stay in Fresno until family arrived hours later as we had planned on staying in a hotel for the night until family arrived the next day. My children stayed in the cold for hours and my wifes mental health started to decline. I am asking for my money back for the tickets that were canceled without taking into consideration my families disabilites. I am prepared to call the better business bureau and the disability law if this cannot be rectified immediately. Joseph Cerrato [protected] Booking number [protected]

FlixBus was very rude to me today!
I had booked a bus from Paris to Florence and the driver didn't allow me as I showed my France visa card( carte de Sejour) since I'm an international student that's also a PHOTO IDENTITY PROOF and these regions are Schengen region and I don't understand why my card was not accepted and he kept demanding for my passport.
And also the driver was just so rude and not ready to listen to passengers. He only spoke Italian and none of which I understood but his actions showed it all. I later came to know that me and two other passengers( me from India and two from Cameron) were not allowed to go, just because of the passport! So does it mean just because of our skin colour we happen to face this issue? I am a student who traveled from India to Nantes in France. Today morning I came from Nantes to Paris and waited for 5 hours to board the bus to Florence and all I got was get out you are not allowed! You know people should be ready to listen to others and if they face a problem, should try to solve it especially we are passengers and we pay for our rights, It's really unprofessional and being a girl I am hurt and I think this shouldn't happened to anyone.

Hi, I wanted to use the toilet as I really had to pee and the bus driver wouldn't allow me to. I don't understand polish and I felt he was discriminating against me. I am currently struggling to hold it as I have a long way ahead of me. They are breaking the law and I will make sure everyone hears about this I demand a refund of my money for this ride. They were so rude all because I asked to use the toilet.

The reason of this compliant is to inform the bus flix general managers.please be advice that today on dec 22nd my family and i had that worst experience ever at flix bus. We left las Vegas at 8.05am we usually make a stop at barstow to use the restroom or grab a snak or food .but that didn't happend this time .instead she stop 45 minutes after we left las vegas in the middle of nowhere we were there at least 20 min.and because of that she didn't give us ur time to grab any food or snaks.my kids had just woke up and were very hungry .the bus driver drop a person at barstow. So i run to the store to get food 3 mins later my wife enter the store screaming and berry nervous that the bus driver told her to get out the bus and wait for the next bus .my kids had a stomic aid all the way to los Angeles .please put ur self in my situation.how would u feel if ur kids were hungry and u couldn't give them anything.

4 passengers, including 2 kids 5 & 7. The bus does not enter the bus stop line at all "because was out of time" according to the support (initially). The next has was I 9 hours. We took a train. I submitted a written complaint according the company rules. The company was ignoring my mails, calls but I was persistent. The company started to insult me and finally refused the issue at all. Have not compensated nothing.
Since it is the very "normal handling" by FLiXBUS than...

We received a simple mail of flixbus announce that our trip to return back home was cancelled. They programmed automatically another trip for us in the next day. It was so hard to get their customer, they said it was normal and we must pay for hotels to stay at night but they are not sure if there's a refund. We paid for alternative transportation to get back home. flixbus doesn't reply to my mail, formulas was full filled but they don't care to reply.

NEVER USE FLIXBUS EVER!

At the end of August 2019 I bought a ticket from Zurich to Berlin for 11pm. After deciding it was easier for me to fly I booked a flight for 7am the next morning and never got on the bus. I'm happy I did because the bus arrived about 10 hours late in Berlin (I had notifications from flixbus emailed to me updating me on the bus timing). A week later I emailed flixbus to request a refund for my unused ticket. I was asked to provide more information and so I did. After weeks of no response I gave them a call and was told there was no reason why I shouldn't be refunded and the refund would be transferred to me in 3-5 days. It is now November 28th and after calling to check how my case was doing I was told it had been closed! I have lots of patience and can understand things can go wrong but I've called about 5 times and each time I am told I will be contacted (and never am) through email. Today I called to ask if I could speak to a supervisor and was told that the people at the call desk are not allowed to pass the phone off to a supervisor or give out a number of someone else I can contact. This is absolutely ridiculous and very shady! NEVER EVER USE FLIXBUS!

confirmation number [protected]

i previously booked my trip to be pick up at USC on November 27th from USC LOS ANGELES TIO BAKERSFILED but the driver took off saying that i have BEEN rerouted to Downtown, Los Angeles location . I have to spent 35 dollar to get to the bus stop. i was never notify until 3 hrs. after scheduled pick up time that the company have changed the pick up site
i spent 35 dollar to make it to the next stop time, my time was changed from 740am to 1040am. i need my money spent on the taxis and some of kind compensation for the pain i have to endured. This is not a good service. i missed my appointment at Bakersfield for Flixbus bad customer service. see my record for today and get back to me

I start travel from Genoa italy to Barcelona but the bus was 30 min late .arrivel time was 5;15 but arrived at 7;20 &when they transfer in Turin then 2nd bus was again 50min late .I called 3 time the customer service but don't even know about the bus that why the bus was late.so this is my last &last travel with flix bus even will not advice to anyone to travel with flix bus.

I have booked my travel with flixbus for 13 sep from Paris to Nice with my family. I reached station on time at 7.30 PM. Got a mesaage saying bus is delayed for 1 hour initially and exteneded delay to 3 hours. Around 11 PM i got message saying bus is cancelled and asked to contact customer service but it was not working and no agents from flixbus were there to assist. I had to cancel my accommodation at destination as bus was cancelled and they did not make alternate arrangement after the cancellation. I was charged 100 euro from the hotel. I returned back to home at mid night after waiting for 3 hours with my wife and children. My entire tour was upset due to this. I have contacted the customer service next day. They asked me to submit all the expenses. I submitted expneses but they refused to pay the loss incurred for cancelling accommodation. I made multiple calls to Customer care and they says send email to finance department but finance department never responds. Worst experience I had.