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:09/18/2024

  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.

  I have not received refund confirmation nor a refund for Flix case number ********. Reservations ********** and **********. I would like refund confirmation via email and refund.

  Business Response

  Date: 09/18/2024

  Hello, ****** and *****:
  
  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 operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that your trip between ********* and ********* had to be changed. Due to many reasons such as adjustments to improve on-time performance, the addition or removal of stations along the route and the like, schedules may change after the ride is booked. If this is the case, we'll do our best to move your booking onto another ride between the same city pair. If those new travel arrangements don't work out for you, you're welcome to withdraw from the trip and claim a refund of the fare back to your original methods of payment. 
  
  For booking # ********** - we have refunded $7.48 USD back to the credit card and and $29.50 via voucher.  Code ** SENT VIA EMAIL **, Expires 18-Sep-2025.
  
  For booking # **********, we have refunded $13.73 USD back to the credit card and $23.25 USD via voucher. Code ** SENT VIA EMAIL ** - Expires 18-Sep-2025.
  
  In summary, the two voucher codes and the two 'cashback' refunds represent the $73.96 you were expecting in your Better Business Bureau complaint. Please allow 2-3 business days for these credits to appear on your respective statements. 
  
  The vouchers are valid off 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. These vouchers have no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem, simply enter the voucher codes in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher codes 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
  ********************, ****

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22305020
  
  I am rejecting this response because I have not received any vouchers to my email. Credits to my credit card are to early to see.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/18/2024

  Hello, ****** and *****:

  Thank you for your reply. We've resent the email to your yahoo.com email address on file. If you don't receive it, please check your Spam/Junk folders or call us at ************ and reference Booking # ********** and FlixBus Case # 40449828 and our **************** team will provide the voucher codes over the phone.

  Warmest Regards,

  ****************

  Sr. Manager, ****************

  ********************, Inc. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22305020
  
  I am rejecting this response because I have checked my email folders including spam and trash. I have not received any emails from Flix 
  containing voucher codes or information about credit card refunds. My correct email address is ************************* Maybe past emails were sent to the wrong email address? I also am not going to contact Flix customer service again. They have wasted my time several times over the last few days either by phone or by chat messaging on the Flix website.

  Sincerely,
  
  ***************************

  Business Response

  Date: 09/18/2024

  Hello, ****** and *****:
  
  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 operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that your trip between ********* and ********* had to be changed. Due to many reasons such as adjustments to improve on-time performance, the addition or removal of stations along the route and the like, schedules may change after the ride is booked. If this is the case, we'll do our best to move your booking onto another ride between the same city pair. If those new travel arrangements don't work out for you, you're welcome to withdraw from the trip and claim a refund of the fare back to your original methods of payment. 
  
  For booking # ********** - we have refunded $7.48 USD back to the credit card and $29.50 via voucher.  Code: CUSN68YTY -  Expires 18-Sep-2025.
  
  For booking # **********, we have refunded $13.73 USD back to the credit card and $23.25 USD via voucher. Code CUSR8YT3J  -Expires 18-Sep-2025.
  
  In summary, the two voucher codes and the two 'cashback' refunds represent the $73.96 you were expecting in your Better Business Bureau complaint. Please allow 2-3 business days for these credits to appear on your respective statements. 
  
  The vouchers are valid off 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. These vouchers have no cash value and cannot be sold, but can certainly be gifted to friends/family. To redeem,simply enter the voucher codes in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher codes 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. ******** Customer Service
  ********************, ****

  Customer Answer

  Date: 09/19/2024

   
  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:09/17/2024

  Type:Order 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.

  Please see attached as it will not fit here. Long story short on 7/20/24, Flixbus exposed its passengers to biohazards on the way to *** from **. On the return trip that same day, the bus cancelled leaving our party with two people with medical concerns stranded for until at least 1:30 (but they could not promise we would get on the 1:30 am bus). We needed to get home that day so we ended up getting train tickets home. The cost of this was over $1000 in addition to the over 200 that we paid for the ride up where we were exposed to biohazards and didn't receive what we paid for.

  Business Response

  Date: 09/20/2024

  Hello, Cheslie:
  
  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 operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn of the less-than-stellar experiences you had when traveling with FlixBus. To begin, FlixBus, **** is not a traditional bus company. We don't own any buses, nor do we employ any drivers. Services under the FlixBus brand are carried-out by our vetted, regional ************ who own and operate the buses and employ the drivers. FlixBus, **** is a ticketing/booking platform that connects travelers to transportation. 
  
  We have already addressed your concerns regarding the cleanliness and maintenance of the passenger compartment of the bus to the operator of your trip, A ********************* In addition, our Quality and Operations teams have been informed to follow-up with our Bus Partner to ensure the topics raised in your complaint have been addressed. 
  
  In regards to the conditions you experienced in the restroom on the bus, we apologize greatly for the inconvenience caused. The toilets onboard are perfectly situated to accommodate waste and toilet paper - as with any other toilet. However, items like wipes, feminine products and paper towels could very well damage the system making it unusable for other customers. We have immediately asked our Bus Partner to change the signage to reflect that toilet paper may be deposited in the toilet. We do regret any confusion this signage, as you reported it to us, presented. 
  
  In regards to your return trip from ********, we do apologize that you missed your FlixBus. As a gesture of goodwill and exception to our policies, we have initiated a refund of your fare for that trip ($219.90 USD) back to your original method of payment. Please allow 3-5 business days for this credit to appear on your statement. 
  
  As it pertains to the cost of your alternative carriage, as per our Terms & Conditions, to which you agreed during the booking process, this is not possible. Specifically:
  
  "In cases of Involuntary Cancelations of ticket reservations, **** will offer affected customers either the option to reschedule their trip at no cost or to request a refund. For details regarding refunds, please refer to the Refunds section of these Terms. Any costs for alternative carriage purchased by a customer through a company other than **** or ********* are incurred at the customers sole expense. Flix and Bus Operators are never obligated to reimburse for such costs."
  
  However, as an additional  gesture of goodwill, please 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
  ********************, ****

• Initial Complaint

  Date:09/17/2024

  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 booked a bus ride through flixbus website with this confirmation number: **********. The bus never showed up at ***********. I called Flixbus they asked me to contact ****** transportation and then when I called ****** transportation they asked me to contact flixbus for the refund. None of this has worked. This is like mental harassment.

  Business Response

  Date: 09/20/2024

  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 operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, it was unfortunate to learn that your ride had to be canceled due to a mechanical issue with the bus. We deeply apologize for any inconvenience or frustration this caused. Our Bus Partner that operated the trip did indicate that communications were sent out to customers informing them of the cancelation (via SMS and/or email) and a link to rebook to an alternate ride (for free) or withdraw from the trip and claim a voucher refund. We apologize if you did not receive this communication. 
  
  A refund has already been initiated for your booking of $78.43 back to your original method of payment. Please allow 3-5 business days for this credit to appear on your statement.
  
  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, ****

• Initial Complaint

  Date:09/17/2024

  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, double charged and the bus left early without me on.Customer service is a joke! They said its my fault I didnt make it on a bus that departed early. Then *** is a schedule for?Will never ever use this service again, and will advise friends and family and acquaintances to avoid at all costs!

  Business Response

  Date: 09/17/2024

  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 operation. We truly apologize that your recent experience fell short of your expectations.
  
  We apologize to learn of the less-than-stellar experience, as you explained it.  After carefully checking our system based on the name, email and phone number used in your Better Business Bureau complaint, we regret we are unable to locate any booking in our system linked to these details. Therefore, we invite you to visit us at ******************************* to "Chat with an Expert" or submit feedback. The proper team will review your case and respond just as quickly as possible. Alternatively, please reply via the Better Business Bureau with your booking number and the email address used to book your ticket and we'll be happy to look into your case further and reply via this channel. 

  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:09/17/2024

  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 purchased a return bus trip from ********* to ******** Booking Confirmation #********** departing August 30th and returning September 3rd at a total cost of $247.98.Flix promised WIFI on board, plug-in outlets for electronics and entertainment on board. The bus I took had none of these things. Furthermore, the estimated trip to ******** was 8.5 hours - from 9am to 5:30pm. Instead, we arrived around 8pm - almost *************************************************** chance to stretch for several hours.On September 2nd, I received texts and emails from Flix notifying me that my return trip had been cancelled. This left me in great difficulty - I was in a foreign country without viable alternatives - I was attending an event and all the other buses offered on the 3rd were too early, all the trains were full and the cost to book a plane ticket was too expensive. I tried to get in touch with Flix to see what they could do for me but was unable to do so. I eventually found someone willing to give me a ride to *******, and in order to get home my wife rented a car at great expense so she could drive down to ******* and pick me up.I have yet to receive a satisfactory response to my emails to Flixbus. I have requested a full refund for both legs of my journey and that Flixbus reimburse me for the cost of the rental car which my family would not have had to expense had Flixbus delivered the service I paid for.

  Business Response

  Date: 09/17/2024

  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 operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn of the less-than-stellar experience with your travels. In regards to your outbound trip from ********* to ********. We do apologize that the Wi-Fi and power outlets were not present on this bus, as you reported it.  Although our ************ operating FlixBus trips make great effort to ensure these important amenities are present on every journey, sometimes buses must be switched-out on short notice for maintenance reasons or scheduled preventative maintenance. In such cases, a substitute bus may be used that doesn't have all of the amenities.  We have shared your feedback with our Quality and Operations team for their internal review and follow-up. 
  
  As per our "Onboard" (***************************************************************) section of our website, these amenities are "*Subject to availability."  And, as per our Terms & Conditions, to which you agreed during the booking process:
  
  "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."
  
  And,
  
  "If there is 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 120 minutes, Flix will (at customers request) cancel the ticket and provide a refund for the cost of the ticket, in accordance with the Refunds section of these Terms. If the customer does not request a cancellation and refund, the Bus Operator(s) will transport the customer to their scheduled destination on the same or an alternate bus. In such cases, the customer will not be entitled to any refund. Flix and Bus Operators will not be liable under any circumstances for any special, incidental or consequential damages arising from the delays, cancelled schedules or the like."
  
  And, 
  
  "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."
  
  Our records reflect that a refund of your FlixBus fare for the canceled trip of $115.99 CAD has already been sent back to your original method of payment on September 17th. Please allow 2-3 business days for this credit to appear on your statement. 
  
  As it pertains to your request for a full refund on the outbound trip, as the contract for carriage was fulfilled (you were transported to your ticketed destination), we are unable to meet this request. 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
  ********************, ****

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22295317
  
  I am rejecting this response because:

  I'm not satisfied with the business's response.  I do not want a coupon for a discount on my next trip which I will not be taking with flixbus on account of the poor experience.  Flixbus may think that leaving someone stranded in a foreign country is fine in their business practice, but I certainly do not and a refund of a one-way trip in this case is not good enough.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/30/2024

  Hello, ****:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus experience. 
  
  After checking carefully, it appears that this ticket ********** was purchased using a rebooking voucher from a previous FlixBus transaction [REBAZMPL7ZEP.]  Therefore, since your original method of payment was a voucher, we are required to return the fare $115,99 CAD in the form of a voucher valid for future FlixBus travel for 12 (twelve) months. The new voucher code has been sent to you via email.
  
  In addition, the previously-issued 25% off goodwill voucher remains valid. 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, as well ** ] in the appropriate field prior to completing your next FlixBus/Greyhound booking. Kindly note, the voucher code only works once, cannot be combined with any other voucher/offer and supplementary redemption is not possible.
  
  In closing, we remain 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: 09/30/2024

   
  Complaint: 22295317
  
  I am rejecting this response because:
  Flixbus promised me a refund to my credit card in writing and has not made that refund.  I have provided full details of the partial voucher used in my purchase of the tickets in good faith. 

  Once again, I am asking for a full refund.  I have no interest in receiving vouchers for future service I will never use.  Refund me the price paid for my trip.  You failed to deliver the service I paid for on either leg. 

  Please follow through with a refund.  Until I receive that refund I will be recommending to friends and family not to use your service based on my terrible experience.  I would not wish my experience on anyone - think to yourself how you would feel if you were stranded in a foreign country after your return trip was cancelled without warning. 

   

  Do the right thing Flixbus.

   

  
  
  
  **** ******

• Initial Complaint

  Date:09/17/2024

  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.

  A while back, I filed a complaint through the BBB regarding a 461.34$ refund regarding a shadow booking. The final say was that in 7 - 14 days I will get the money. Now, FlixBus delayed the payment even more because of information they did not request and due to horrible response times, they are asking me to possible wait a month which I don't have.

  Business Response

  Date: 09/17/2024

  
  Hello *****,
  
  Thank you for providing us with the lacking bank details to process your refund request. We apologize for any incovenience caused, but certain transactions are rejected by banks due to their specific policies and anti-money laundering protocols. We have updated the missing details and submitted them to our bank to proceed with the transaction. Although we've requested expedited service, all refunds processed in this manner are batched together and sent in bi-weekly packets, this is why the request may take 7-14 business days. We appreciate your continued patience and understanding. 
  
  Warmest Regards,
  
  ****************
  Sr. Manager, Customer Service
  ********************, Inc. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22296358
  
  I am rejecting this response because:

  You said from 7-14 days about more than a week ago. When does it become less than 7-14 days.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/17/2024

  Hello *****,
  
  As previously explained, because all of the global refunds are sent in bi-weekly waves, this is why the request may take 7-14 business days. It could be much sooner! We unfortunately cannot influence this automated process. We appreciate your continued patience and understanding
  
  Warmest Regards,
  
  ****************
  Sr. Manager, Customer Service
  FlixBus, Inc. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22296358
  
  I am rejecting this response because:
  Then when was my request last sent. Also I got an email from you saying it could take up to 4 weeks.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2024

  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.

  Booked a Flixbus ticket from ********** to ******** on 9/10/2024 for 8:25 pm departure time. I arrived in the terminal around 8:15 no bus was not there. Bus left before departure time. I made several attempts to contact them over phone and no one answered and finally I spoke with a *** named Honey explained to her my situation. She told me to call her after 15 min. . I called back and spoke with ***** who said non refundable ticket and need to purchase another ticket. Their website does not say non refundable ticket. I had to pay for rides with Grayhound bus. They couldnt accommodate me with another bus. Horrible experience. I paid $40.98.

  Business Response

  Date: 09/13/2024

  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 operation. 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 the ride data carefully, we have confirmed that the bus was present at the correct location printed on your PDF ticket (********** - ***************************************************) from 8:15pm - 8:25pm for an 8:25pm scheduled departure time. Furthermore, two other customers waiting at the same station were successfully checked-in by the driver. Therefore, we can only conclude that perhaps you were late to the bus or waiting in the wrong location for it. 
  
  As per our Terms & Conditions, to which you agreed during the booking process, customers must be present at the departure station no less than 15 (fifteen) minutes prior to the scheduled departure time to ensure they don't miss their bus. We're very sorry that this trip didn't work out. 
  
  If you're ever running late, you have the option to change your departure time or withdraw from the trip completely up to just 15 (fifteen) minutes prior to the scheduled departure time via the "Manage My Booking" feature on our app or website. If you choose to withdraw from the trip, the fare paid (less applicable cancelation fees) is returned in the form of a voucher that can be used for future FlixBus bookings anywhere in our growing, International bus/train network for a period of 12 (twelve) months. If you choose to rebook to a later trip to the same destination, cancelation fees plus any difference in fare must be paid to take the later trip. 
  
  In closing, we look forward to an opportunity to welcome you onboard our Partners' green buses on a future FlixBus journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  **************************

• Initial Complaint

  Date:09/13/2024

  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 purchased a ticket and the date the ticket was purchased for is not the date for travel. Somehow the ticket updated to the incorrect date, after trying to update the ticket info I will be called 50 out of a total of $58 for a cancellation fee for this website error. After speaking with a *** and requesting a supervisor I was told no I could not speak to one of a manager and then hung up on.

  Business Response

  Date: 09/13/2024

  Hello, *******:
  
  Thank you very much for reaching out to us via the Better Business Bureau regarding your recent FlixBus booking experience. Customer feedback is critical to our operation as it allows us to constantly evaluate our product, service and operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, we're very sorry to learn that you booked your ticket for the incorrect date. During the booking process, prior to acknowledging our Terms & Conditions or Booking and Carriage and entering your payment method, a summary of the itinerary you've placed in your shopping cart is presented on the page. As with other forms of  ticketed public transportation (e.g., airlines), it is the customer's responsibility to ensure that the presented travel itinerary matches the intended travel dates/times before completing the transaction.
  
  However, we understand that mistakes happen! For this reason, we offer customers 60 (sixty) minutes to make changes to their booking without any cancelation fees. After this threshold has passed, the normal cancelation policy, to which you agreed during the booking process applies. Tickets can only be changed via the "Manage my Booking" feature on the Greyhound or FlixBus websites up to 15 (fifteen) minutes prior to the scheduled departure time of the bus. And, after this very generous threshold, and after the ride has taken place, unused tickets regretfully have no value. We're very sorry to learn that you missed your FlixBus. 
  
  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 services and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****** *.
  Sr. Manager, Customer Service
  ********************, ****

• Initial Complaint

  Date:09/11/2024

  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 paid for a bus ticket yesterday for ***** and I didn't know that they changed bus locations to be picked up from and miss the bus and they won't refund the money and told me to call ********* lines and then they told me to call greyhound and then greyhound said they can't do anything to call ********* lines.

  Business Response

  Date: 09/11/2024

  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 operation. 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 ********* Lines bus from ************ to ******  After checking carefully the ******** from ********* Lines, we have confirmed that the bus was at the proper location as printed on your ticket (**************************************) from 11:40am - 11:55am with a scheduled departure time of 11:55am. Additionally, one other customer was successfully checked-in at the station by the driver. The station location that appears on your PDF is correct and has not changed since you purchased your ticket. 
  
  As it pertains to your request for a full refund, as the trip operated as scheduled, we are unable to meet this request. However, as a gesture of goodwill, please accept a voucher valid for 15% 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
  ********************, ****

• Initial Complaint

  Date:09/11/2024

  Type:Order 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.

  On 9/10/24 I purchased a ticket with FlixBus from *********************** to *********************** and they stranded me in ************ at night in the rain and refused to get me home. FlixBus has violated the terms and conditions and sent me to the wrong city. Despite admitting that they did this accidentally they have continued to tell me that it is my fault for not making sure I was on the correct bus. When I have repeatedly pointed out that the T&C state Im only responsible for providing my ID and ticket, which I did to the driver, they have repeatedly refused to get me to my final destination and have left me stranded 4.5 hours from my home. They have repeatedly lied to me by claiming my destination now was on my route (it wasnt), that terms and conditions require me to make sure Im on the correct bus (they dont) and three out of four times hung up on me despite me telling them I am stranded in a city where Ive never been before in the rain. They refused to provide a contact for escalation and have refused to provide me with the data collected which they clearly state I am entitled to at the beginning of the phone call. I have read and re-read the carrier contract and at no time am I responsible for checking the bus manifest for who is supposed to be on the bus. That is clearly thier responsibility and they admit as such however still refuse to get me to my final destination. Terms and conditions also state clear liability for gross negligence in the event of negligence and neglecting to properly identify the passengers of their bus is clear gross negligence. I want to go home. I want them to recognize their mistake and I now want to hold them accountable for damages suffered due to their gross negligence in upholding their carrier contract and refusing to honor their legal obligations.

  Business Response

  Date: 09/11/2024

  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 operation. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn that you were unable to complete your travel from Ft. ****** to Ft. Lauderdale via FlixBus. After checking your ticket carefully, the specific itinerary that you selected (your ticket is attached to this message for your convenience) involved bus changes. As stated on your PDF ticket, your bus arrived at the *********** station at/about 4:05pm and you had a 1 hour and 35 minute layover where you would exit the bus, wait and board the next connecting bus on route US0630 at 5:40pm. Our records reflect that not only did the second bus operate as scheduled, but other customers were successfully checked-in for that bus in ***********. It appears that you stayed onboard the first bus which terminated in ************, *** 
  
  Per our Terms & Conditions, to which you agreed during the booking process: 
  
  "Each passenger must present a valid printed or electronic ticket to board the bus. This entitles the passenger to transportation only between points of origin and destination via the ticketed schedule on the date and time reserved."
  
  And,
  
  "H. Transfers
  Some trips may require passengers to switch buses during a trip (a Transfer). Passengers must check their booking confirmation for details."

   
  As it pertains to your request for a full refund, as the contract for carriage was fulfilled (all trips on your ticket operated exactly as scheduled), 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 for the segments of your journey not taken ($47.98 USD) which can be applied to your next FlixBus/Greyhound journey(s), 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 [  CUSFN24UY ] 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.