Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a roundtrip ticket on Flixbus. I arrived at the designated pickup point early. **** notified me that there was a third party driver on the route that day. I made sure to be at the pickup point early. I and several others (***** and *****) witnessed the bus drive along **************, but fail to turn on Orange to pick us up as the designated pick up point. We contacted Flixbus who told us we missed the bus. I was told I missed the bus it was my fault and there would be no refund.

  Business Response

  Date: 05/28/2025

  Hello, ********:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that you missed your FlixBus. After checking carefully, ******** reflects that the bus was present at the ***************** at ********* & Highland from 7:44am - 8:00am with an 7:55am scheduled departure time. After interviewing the driver, we were informed that due to an event going on in ********* on the day of your journey, the station was not accessible from the original direction and the driver was required to circle the block and return to the corner of  Hollywood & Orange (by the Coffee Bean & Tea Leaf store) to collect any other waiting customers. Perhaps you departed the location upon the first sighting of the bus and did not wait for the driver to re-approach the departure point? During this time one other customer was collected with a ticket scan timestamp of 7:45am which coincides with our ************* ********. We're very sorry that this trip didn't work out. 
  
  As it pertains to your request for a full refund, as the trip operated as scheduled, we are unable to meet this request. Furthermore, as it appears you have already initiated a dispute of your FlixBus with your financial institution, your case is already being reviewed and handled by our ****************** who will submit all of the relevant details to your bank and a determination will be made if the charge will be reversed. Unfortunately, we are unable to move forward with your case until the chargeback/dispute is finalized. 
  
  Also, our records reflect that you were successfully checked-in for the return trip from ******* to *********** on April 21st and therefore the contract for carriage on that trip was fulfilled (you were transported to your ticketed destination) and therefore no refund would be possible for this segment. 
  
  However, as a gesture of goodwill, please accept a voucher valid for 25% off your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 3 (three) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ ** sent via email ** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, Inc.
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am ******* *******. My pregnant spouse(******* ********) and I had round-trip tickets to ********* and *********** 0n ***** may. I am writing to express my strong dissatisfaction with the experience I had on May 16, regarding my scheduled trip from ********* to *********** at 3:00 PM. I received a cancellation message from flixbus company at the exact departure time (3:00 PM), which was extremely short notice and left me without proper alternatives or support. No clear instructions were provided regarding rescheduling or compensation, especially with a temperature of 38C and no accessible waiting area.I had to rebook another FlixBus for 3:40 PM from a terminal near the airport. I spent an additional $22 for an **** ride, only to arrive at the terminal with a 4-minute delay and witness the bus departing in front of me, without waiting or assistance. Additionally, my **** receipt clearly shows the time I arrived at the terminal, confirming that I was only slightly late. Despite that, the bus departed without waiting or offering any flexibility. Upon arriving at the terminal, I immediately contacted online customer service and filed a complaint. I was provided with a reference number: **********. My booking number was: ***********. As a result, my pregnant spouse and I were forced to wait more than 7 hours for the next available bus(11:45 PM)and pay an additional $140(Greyhound) to return home . I have attached both the **** payment receipt and the additional ticket cost as proof.I emailed customer service but received no response explaining why my trip to ***** was canceled without any prior notice when the temperature was 38 degrees. Also, there was no apology, which I find unacceptable.This experience was stressful, disorganized, and costly. I kindly request:A full refund of my original ticket

  Business Response

  Date: 05/27/2025

  Hello, *******:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn of the short notice cancelation you experienced on your recent FlixBus journey. Unfortunately, due to operational reasons, this trip could not operate as scheduled. In such cases, customers are either proactively rebooked to alternate rides to their ticketed destination OR provided a link to rebook themselves to alternate rides. Our records indicate that you rebooked yourself to the alternate ride from another departure point in ********* and subsequently missed that ride. As previously explained, when a customer chooses an alternate ride, that is treated as a separate transaction and customers must still be present at the new departure point no less than 15 (fifteen) minutes prior to the scheduled departure time as not to miss their bus. As we show that you were absent from the trip and rebooked to a later Greyhound departure, we have - as an exception to our policies - initiated a refund of that segment from your original ticket ($108.98 USD) back to your original method of payment. Please allow 3-5 business days for this credit to appear on your statement.
  
  As a further gesture of goodwill, we will also initiate a refund for your **** expense $21.96 USD back to that same method of payment. Please allow 3-5 business days for these credits to appear on your statement.
  
  These credits should make your total cost for your transportation approximately the amount you expected to pay when you originally booked your FlixBus ticket. 
  
  For the inconvenience caused, please also accept a voucher valid for 50% off your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 3 (three) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ ***Sent via email *** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

  Customer Answer

  Date: 05/27/2025

   
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I really appreciate your follow-up and warm response.
  My spouses credit card which was used for the purchase of tickets and other debit cards was stolen in Las *****,and we have canceled it. The police report is also available. She has not yet received the new card.
  Please refund my debit card. Please let me know by emailing you my card number.
  I have reported this issue to FlixBus and am looking forward to hearing from them.
  Thank you for your time and consideration.
  Sincerely,

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB staff: Hello!In March this year, I took a FlixBus trip and bought a round-trip ticket. However, the return bus was cancelled, which forced me to stay one more night in the local area and arrange accommodation by myself. FlixBus promised at that time to refund the return ticket fare and reimburse the cost of one night's accommodation, and asked me to provide the bank information for receiving the payment. I have fully cooperated with FlixBus's requirements and have submitted my bank information via email five consecutive times. However, they have always replied that they have not received it. Up to now, I have not received any refund or reimbursement. I believe this is an excuse for their repeated delays and failure to fulfill their promises. I had previously filed a complaint with BBB, with the case number ********. In that case, FlixBus promised a refund, and the case was marked as "resolved", but in reality, the refund never materialized. Therefore, I earnestly request BBB to reopen this case or continue to assist in the mediation on the basis of the original one. I have provided complete evidence many times, proving that I have cooperated and submitted all necessary materials, but the merchant has not fulfilled the refund obligation after making the promise. Thank you for your support and assistance in consumer rights protection! Best regards Sincerely yours *** 23/5/2025

  Business Response

  Date: 05/27/2025

  Hello Mia,
  
  Thank you for taking the time to contact us.
  
  We would like to apologize for the inconvenience caused during the recent trip to ************* (5th/********).
  
  Please note that in accordance to our policy, we can cover the reimbursement of the amount of 80 USD per passenger regarding the hotel. We verified your case and will refund your hotel accommodation costs of ****** USD and alternative carriage costs of ***** USD directly to your bank account. 
  
  On April 22nd and again on May 17th, 2025 we have sent you email messages requesting necessary banking details to transfer the approved reimbursement directly to your bank account, However, we have yet to receive a reply with this critical information to proceed with your case. Please reply to this message (kindly do not disturb the subject line) and upon receipt of the banking account details, please allow 7-14 business days as we send such reimbursements in bi-weekly batches and we are unable to expedite this cadence. 
  
  We kindly ask you to verify the accuracy of your bank account details before sending your response: Flix is not responsible for delayed or missing refunds due to wrong bank account information. 
  
  Thank you for your understanding and patience. 
  
  We are confident that yours was a one-off experience, therefore we are looking forward to the opportunity to welcome you aboard again so we can restore your faith in FlixBus service and improve your impression in future journeys.
  
  Kind Regards,

  ****** *.

  Sr. Manager, Customer Service

  ********************, Inc. 

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived in *******, ******* off a flight at **************. Shortly after I took my phone off flight mode and received a txt from Flix that my bus was delayed (no information provided). I reached out to them to obtain more information. Upon realizing the bus would be over an hour late, I let them know that wasn't acceptable as I would be late to my next destination. They informed me that I couldn't cancel my ticket because my ticket had already been scanned. I asked how that was possible when the bus had no yet arrived and wouldn't arrive for another hour and a half. They back tracked and apologized then informed me I couldn't get a refund because I was asking less than 15 minutes prior to original boarding time (I was asking 10 minutes prior and I had started the process of finding someone to speak with much earlier but it's almost purposefully convoluted). I explained I'm messaging them as soon as I could based on my flight and they continued to decline my request. I informed them I would not be utilizing their services as it would cause me trouble to arrive that late and I'm glad I didb't because the bus was even later than the hour they claimed based on their website (1.5 hours which is the scheduled time not the actual time so who knows when it actually arrived). This is not the first time this has happened and I believe it's intentional. I asked the individual for a copy of the conversation which they couldn't provide me, asked to speak to someone higher up, they couldn't do that either, only encourage the use of a form which sends me to similar agent. There is no way to advocate for change or fight for oneself. Its abhorrent business behaviour and needs to be addressed.

  Business Response

  Date: 05/21/2025

  Hello, ********:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn of the delay in your journey. Delays are often due to circumstances beyond Bus Operators' control such as traffic congestion, accidents, construction projects, detours and weather. Operators strive for safe, on-time performance at all times and we deeply apologize for any inconvenience or frustrations this delay may have caused.
  
  After checking the ******** carefully from the ride, it appears that the delay was approximately 80 (eighty) minutes from the scheduled time. Our automated systems detected this delay and sent communications to affected customers, but we understand you did not receive this as your device was in airplane mode at the time it was sent out. 
  
  As per the Terms & Conditions of Travel, to which you agreed during the booking process, when faced with a delay exceeding 120 minutes, customers may either withdraw from the trip and claim a voucher for the fare paid or rebook (for free) to an alternate trip to the destination stipulated on the ticket. Only in situations where a ride is canceled by FlixBus may a so-called 'cashback' refund be claimed. We appreciate your understanding in this matter.
  
  As it pertains to your request for a full refund, as the trip was not cancelled and did operate - albeit delayed - we are unable to meet this request. However, as a gesture of goodwill and one-time exception to our policies, please accept a voucher valid for the fare paid (waiving any cancellation fees) with a value of $32.99 CAD which can be applied to your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 12 (twelve) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ **sent via email** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code can be used over multiple bookings until the value is exhausted and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  FlixBus, ****

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** is horrible cancelation policy is insane they ask that u agree to a voucher half or less then what you payed for for their tickets , their busses seats mostly are filthy stink their busses can be 2-3 hours late with no repercussions, they steal the customers money, u ether agree to a voucher or you get nothing and they just get free money for services they dont even provide , not to mention very poor customer service they will hang up on u and wont allow u to speak to a supervisor this bus company and ********** I WILL NEVER give my business to they just got ****** free from my pocket for absolutely nothing an absolute disrespect and show of disregard for the customer . Just a company getting rich of the backs of middle class and lower class citizens the epidemic of the us the wealthy get away with things the middle or poor would NEVER GET AWAY WITH because who gets to pretty much steal 723 dollars from you for no services and no solution given without getting held accountable only big companies thats who . (This dispute with my credit card company was made on the 17 trip was set for the 23rd) I tried to cancel on the 16 and was told I had to agree to a voucher of not even half of what I payed and only to be used with them which I never want to do again , all because I did not agree to this they refused my refund and dispute )

  Business Response

  Date: 05/15/2025

  Hello, *****:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent booking experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that you chose not able to travel with us as planned. We understand that "life happens" and therefore, we offer one of the most relaxed cancellation policies in the industry. Up to just 15 (fifteen) minutes prior to the scheduled departure time of the trip, customers may rebook themselves to alternate rides to the same destination as the original trip and pay a cancelation fee plus any difference in fare, if applicable. However, if the customer wishes to withdraw from the trip entirely, the fare, less applicable cancelation fees, is returned to the customer in the form of a VOUCHER which can be used on future FlixBus travel for 12 (twelve) months from the date issued. Unfortunately, however, after this very generous threshold has passed or after the trip has taken place, similar to other forms of public transportation, events and the like, the unused ticket(s) has no value. We are still required to pay our Bus Partner for the absent passengers. 
  
  As per our Terms & Conditions of Purchase, to which you agreed during the booking process, a so-called 'cashback' refund is only possible if the ride(s) were cancelled by FlixBus. In this case, your trip operated exactly as scheduled and thusly no cancelation has occured from our end.
  
  In regards to the feedback you shared regarding a previous FlixBus/Greyhound trip, we deeply apologize for any inconvenience or frustrations caused by the conditions on the bus, as you have reported it to us here. While great care is taken to ensure buses are cleaned prior to each ride start, the buses do travel long distances and sometimes issues with trash or odors can occur while the trip is underway. Often, these matters can be addressed by speaking with the bus driver whom generally has materials/tools onboard to address such concerns. We thank you for sharing your feedback and we will certainly share your feedback with our Quality and Operations team for their review and follow-up. However, as the contract for carriage was fulfilled (you were transported to your ticketed destination), a refund is not possible. We appreciate your understanding in this matter. 
  
  As you have indicated that you have disputed your transaction with your credit card, we will certainly cooperate with the chargeback process and respond to your financial institution the transaction details and your agreement to our Terms & Conditions of Purchase. 
  
  In closing, we're very sorry that this trip didn't work out. We are confident that your experience was the exception and not the standard we look forward to an opportunity to welcome you onboard our Partners' buses and turn this 'ow' into a 'WOW' on a future FlixBus/Greyhound experience.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During our journey, the bus we were on caught fire en route to *** at 1135am. This incident not only posed an extreme safety risk but also highlighted a glaring lapse in maintenance and operational oversight. It is deeply troubling that a vehicle in such a condition was allowed to operate, raising serious questions about your inspection protocols and commitment to passenger safety.I was traveling with my elderly parents, and we were left stranded in an unfamiliar area without any clear communication or guidance. The driver was unable to provide any information regarding whether a replacement bus would arriveor when. In the absence of support from FlixBus, all passengers were forced to make their own arrangements to reach *********************** a result, we missed our connecting transportation and had to rebook at our own expense. Adding to the frustration, earlier that morning, we were denied boarding for inspite being 1 min early than scheduled departure and had to purchase new tickets, again incurring additional costs.Given the seriousness of the safety failure, the complete lack of crisis management, and the significant inconvenience and financial burden we endured, I am requesting a full refund for this journey and compensation for the additional expenses incurred.

  Business Response

  Date: 05/14/2025

  Hello, Param:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn about the interruption in your recent journey between ****** & *************. Although our ************ perform regular preventative maintenance on their coaches that meets (and often exceeds) industry and regulatory standards, buses are indeed mechanical and, as such, failures can still occur. We have checked the situation carefully and have determine that a broken valve was the culprit in this situation, not a fire onboard as you have reported to the Better Business Bureau.
  
  After checking, our Operations team sent you several messages via email and phone keeping you updated during the interruption:
  
  Email: ******************************************
  Phone: ************
  
  "Hello, Param ****** from FlixBus: Unfortunately, your trip, Booking # ********** to ************* ********* (Bowery & ********) has an unknown delay. We will update you just as soon as additional information is available. We apologize for the inconvenience and wish you a safe and pleasant journey. -Your FlixBus Team"
  
  And, 
  
  "Greetings from FlixBus: We apologize for the interruption in your journey. Please enjoy a credit of $20/ person for food and non-alcoholic beverages while you wait. Submit legible, itemized receipts dated today at ************************ for reimbursement. We apologize for any inconvenience and wish you a safe and pleasant onward journey. -Your FlixBus Team"
  
  And, 
  "Were informed your ride is back underway! We apologize for any inconvenience caused and wish you a safe journey."
  
  We have confirmed that you received this communication because you quoted it in a separate email to us. Accordingly, we have prompted a refund for your snacks and beverages of $60 USD ($20 per passenger x 3 passengers) back to your original method of payment. Please allow 2-3 business days for this credit to appear on your statement.
  
  As the ride was continued with a total delay of ~100 minutes (a replacement bus was sent to the scene to continue the trip), based on our Terms & Conditions of Travel, to which you agreed during the booking process, as the delay was under 120 minutes and a replacement bus was dispatched promptly to resume the trip, no substitute transportation costs were authorized. Unfortunately, any alternative carriage purchased by the customer remains at their own expense. 
  
  Specifically,
  
  "G. Flix and Bus Operators Liability in the Event of Cancellations, Delays and Schedule Changes
  If the customer decides to cancel the ticket because of an Involuntary Cancellation, a departure time delay of greater than 120 minutes, or a schedule change that results in a change to the expected departure time of greater than ********************************************************************************* Greyhound to the place of departure shown on their ticket. In such situations, any costs for alternative carriage purchased by a customer through a company other than Flix or ********* are incurred at the customer's sole expense. Flix and Bus Operators are never obligated to reimburse for such costs."

  
  And, in regards to your missed transfer to services not operated by Flix:
  
  "In cases where a bus becomes unserviceable during the trip, Flix and/or Bus Operators will exercise reasonable commercial efforts to provide affected passengers with a substitute bus or transport to a suitable waiting point from where the passengers trip can be continued.

  
  Flix and Bus Operators are not responsible or liable for any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule. Flix and Bus Operators are additionally not responsible or liable for any additional costs, expenses, *****, losses or damages incurred by passengers that are directly or indirectly caused by any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule."
  

  As it pertains to your request for a full refund for the trip you missed as the ride operated as scheduled, we are unable to meet this request. Customers are requested in our Terms & Conditions of Travel as well as printed on their PDF tickets to be present at the departure point no less than 15 (fifteen) minutes prior to the scheduled departure time as drivers are tasked with keeping the trip operated on-time and cannot wait for delays or absent customers. However, as a gesture of goodwill and considering the circumstances, please accept a voucher valid for the fare paid for your original trip, which can be applied to your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 12 (twelve) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ *** sent via email ***, with a value of $128.94 USD ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code can be used over multiple bookings until the value is exhausted and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************' service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, Inc.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a bus ticket leaving ********* to ******** for today may 13th at 3:10pm received a message saying my bus is 11mins late ; and I was checking the eta of my bus and it kept saying late I arrive at the bus station before the said time I dont see any greyhound bus because I booked through flix bus but it was a greyhound bus the man outside says my bus hasnt arrived yet I go back inside I ask the lady working for greyhound she says its late then I wait for a few minutes and she says it left but while I was here I did not see any greyhound bus leave I called the flix bus customer service and the lady was not helpful and mean to add to the situation caused solely by all of the people working here. I tell her I dont work here so if I dont hear a call saying the number of my bus and my destination Im not going to enter the bus and with the people working here telling me that my bus is late then it left then its late I dont know not understand and I had no choice than to book another bus because it is imperative that I arrive at 7pm at ********.

  Business Response

  Date: 05/14/2025

  Hello, *******: 
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that you missed your Greyhound bus. Delays are often due to circumstances beyond bus operators' control such as traffic congestion, weather, accidents, construction work and detours. Rest assured, bus operators strive for the safest-possible on-time performance at all times.
  
  As per checking, we do show that your trip was initially running very slightly behind schedule. Our system informed you of this with via an SMS message AND an email message with a link to track the ride in real-time as well as informing you that this forecast was subject to change.
  
  SMS: "Line US0310 is 11 min late and may change. Check ************************ or get updates on this trip in our app ************************"
  
  Email: "Hello from Greyhound: Line US0310 to *********************** is running behind schedule. This forecast can change at any time. You can track the coach, get updated delay information and live estimated departure times: ************************. Please be present at the station 15 minutes prior to the forecasted departure time to avoid missing your bus. We apologize for any inconvenience caused and wish you a safe and pleasant journey. -Your **************************************** from the trip reflects that the bus was present at the station from 2:55pm - 3:13pm with a scheduled departure time of 3:10pm. During that time 11 of 12 customers scheduled to take the trip were successfully checked-in by the driver with the same information as provided to you. We're very sorry that you missed your bus and this trip didn't work out. 
  
  We see that you booked an additional ticket with FlixBus (Booking #**********) between ********* and ************* and were successfully checked-in for that trip. We trust that you had a pleasant and comfortable journey. 
  
  As it pertains to your request for a full refund, as the original trip operated as scheduled, we are unable to meet this request. However, as a gesture of goodwill and exception to our policies, please accept a voucher valid for the fare paid on the original trip ($29.99 USD) which can be applied to your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 12 (twelve) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [  **sent via email** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code is valid for multiple bookings until the value is exhausted and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We look forward to an opportunity to restore your trust in our ************* reliability and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ticket to ** for Tuesday morning May 6 for 6:00am.I arrived to the bus at 5:58am(i have pics) the driver refused to allow me on the coach. Enclosed are two photos of the coach time stamped at 6:00am when the bus departed from the location.

  Business Response

  Date: 05/12/2025

  Hello, ******:

  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent Greyhound experience. Customer feedback is important to us as it allows us to constantly evaluate our Bus Partner's product, service and operation and make necessary changes. Ww are very sorry to learn that your experience fell short of your expectations. 

  After reviewing data from the ride carefully, we have confirmed that the bus was present at the ************ (Schuylkill & Walnut) departure point fro. 5:39 - 6:00am and did not depart before the scheduled departure time. While there, 18 of 20 customers were successfully scanned-in by the driver and boarded the bus.

  As per our Terms and Conditions of Travel, to which you agreed during the booking process and as printed on your PDF ticket, customers must be present at the departure point no less than 15 (fifteen) minutes prior to the scheduled departure time to ensure the bus departs as scheduled. Unfortunately, drivers are unable and not required to wait for delayed or absent customers. Both images you submitted with your complaint have a timestamp of 6:00am, the departure time of the bus. Regretfully, we are unable to meet your request for a refund in this case.

  In the future, should you find yourself running late for your bus, up to just 15 (fifteen) minutes prior to the scheduled departure time of any FlixBus/Greyhound trip, you can change your ticket to a later trip by visiting the "Manage My Booking" feature on our app/website. Unfortunately, after this generous change window has passed, the unused ticket has no value. We deeply apologize for any inconvenience caused.

  In closing, we're very sorry that this trip didn't work out. However, we look forward to an opportunity to restore your trust in our ************* reliability on a future FlixBus journey. 

  Warmest Regards,

  ****** *.

  Sr. Manager, Customer Service 

  ********************, Inc.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23312969
  
  I am rejecting this response because: it was unfair mistreatment to a paying customer trying to travel from one city to another for work. The pictures are time stamped at 6am to prove that obviously I was at the coach earlier than 6am (5:58am) which is why I was able to snap a picture of the door of the bus at 6am. The bus driver rudely denied me access to the bus. I believe the buses are equipped with some form of surveillance,or at least they should be. Were you able to check that footage to find that I showed up two mins before departure and was denied access. The bus driver told me no for one full minute instead of allowing me on to the coach. This was not just a regular city bus that makes routine stops every 15 mins, so to just be disregarded is poor business like conduct. Probably why ********* is not an accredited business. 
  *** ******

  Business Response

  Date: 05/22/2025

  Hello, ******:

  Thank you very much for reaching out to us once again via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  As it pertains to your request for a full refund, as the bus operated as scheduled, we are unable to meet this request. However, as an exception to our policies, a gesture of goodwill and in recognition of your recent loyalty to FlixBus, please accept a voucher valid for your fare paid ($15.99 USD), waiving all cancelation fees, which can be applied to your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 12 (twelve) months from the date of this message. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [  *** sent via email *** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code can be used for multiple bookings until the value is exhausted and supplementary redemption is not possible.
  
  In closing, we're confident that your experience was the extreme exception and not the standard. We must remind customers to be present at the departure point no less than 15 (fifteen) minutes prior to the scheduled departure time to ensure they don't miss their bus. 

  We look forward to an opportunity to restore your trust in our ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  **************************
  

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the paysafe cash option to pay for my tickets at the payless on ********* and **************** in ****** *******. I received a confirmation email for a successful payment but when I tried to download my tickets I was told that the system failed to generate a booking number. I had to pay for the trip again and was told to fill out a form online to request my refund and wait for a email response. I have filled this form out 6 or 7 times since October 9th 2024 and heard nothing back. I've reached out by calling customer service and by chat on their website. They just keep telling me to fill out the form and wait. I have been hung up on in chat and by phone. I have sent them the paysafe confirmation email, a picture of the physical receipt and screen shots of the completed form and sent confirmation. They say there is no one to escalate to when I ask for the number to a billing department or corporate office. I paid $503.99 seven months ago and my request for my money back has gone completely ignored. I need this money and this is not okay.

  Business Response

  Date: 05/13/2025

  Hello *****,
  
  Thank you for sharing your concerns regarding the inconvenience you experienced while using our services. We apologize for the delay in responding to your e-mail.
  
  Regarding your refund request, be advised that a refund was already initiated in the amount of $503.99 USD and will be processed back to your bank account based on the banking information you have previously shared with us. Please allow 7-14 business days for the credit to appear on your statement. 
  
  We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.
  
  Thank you for your interest in Greyhound Lines.

  Warmest Regards,

  ****** *.
  Sr. Manager, Customer Service
  ********************, Inc. 

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to leave on the bus from the *********************** 5/3/25 @ 1:30a.m. I was on board the bus ready to leave and got sick to my stomach so I got off of the bus before it even left. Never getting a chance to use my ticket. I called the next day to try to get a refund and I was treated rudely . I was told I could not get a refund. I explained how I am on disability and have limited income and cannot afford to be out of ******. I feel like I should have gotten a refund or even part of one due to being ill and not being able to use my ticket. The gentleman I spoke to even hung up on Me!

  Business Response

  Date: 05/06/2025

  Hello, ****:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our Bus Operators' product, service and operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that you were unable to take your Greyhound trip as expected. We understand that "life happens" and therefore, we offer one of the most flexible cancelation policies in the industry. Up to just 15 (fifteen) minutes prior to the scheduled departure time of any FlixBus/Greyhound trip, customers may either rebook to an alternate trip to their ticketed destination or withdraw from the trip altogether and claim a voucher valid for their fare paid, less applicable cancelation fees, which can be applied to future FlixBus/Greyhound travel for a period of 12 (twelve) months from the date issues. However, after this very generous threshold has passed - and especially after the ticket has been scanned - the unused ticket(s) have no value. 
  
  As it pertains to your request for a full refund, as the buses handling your trip operated exactly as scheduled, we are unable to meet this request. However, as an exception to our policies and gesture of goodwill, please accept a voucher valid for the fare paid, less applicable cancelation fees, which you can apply to your next FlixBus/Greyhound journey, valid anywhere in our growing, International bus/train network for a period of 12 (twelve) months from the date of this message. This is the exact same outcome as if you had canceled the trip within three (3) days of travel. 
  
  This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher code [ ***sent to you via email *** , with a value of $32.35 USD] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code can be used over multiple bookings until the value is exhausted and supplementary redemption is not possible.
  
  In closing, we're very sorry that this trip didn't work out and hopefully you are feeling better! We look forward to an opportunity to welcome you onboard our Partners' green buses very soon!  
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  FlixBus, Inc.