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:08/26/2024

  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.

  Hello! :-) The Flix Bus, is negligent in notifying passenger of change in transportation within the time frame of boarding; in addition, the bus seating was not properly assigned as verbally told and stated in the email: the bus appeared unsafe, the appearance looked within a parameter of 'danger' within boarding. I waited 12 hours to board.I do want the immediate refund onto my ***** last four #****.Sincerely,**************************** ****************************

  Business Response

  Date: 08/26/2024

  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 missed your FlixBus. After checking our records carefully, we do show that you were informed via email that the bus operating your trip would not be FlixBus branded. This is necessary from time-to-time as our ************ that operate FlixBus trips must occasionally pull their FlixBus branded coaches out of service for preventative maintenance. We do our best to inform customers of this fact to ensure they don't miss their ride waiting on a bus with FlixBus branding. The message also informs you to ask the driver if there were any doubts as to if this was your ride.
  
  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."
  
  Additionally, our records show that the bus was present at the ***************** from 10:47 - 10:54pm with a scheduled departure time of 10:40pm, operating pretty much on-schedule. Furthermore, we show that other customers were successfully checked-in for the journey given the exact same information as provided to you. 
  
  As it pertains to your request for a full refund, as the ride operated as scheduled, we are unable to meet this request.  We acknowledge that this was not the response you had hoped-for, however we are bound by the Terms & Conditions of Travel to which you agreed when you purchased your ticket. 
  
  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:08/26/2024

  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.

  Was at bus stop half hour early. Waited an hour. Bus never came. When we contacted company, was told bus came and left. We were there the whole time standing in the heat. We then search and found another bus company near by. Since they refused to refund our money we had to purchase another ticket. We were told they would announce the bus. No announcement was made. We missed that bus as well. They said the same thing. Everyone else got on until two other families had the same complaint. The guy working there refused to help us because we said that's a lie. We lost $60 on the first transaction. My husband has Dementia and the person staying with him had to leave him by hisself for hours

  Business Response

  Date: 08/26/2024

  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 missed your original FlixBus. After checking carefully using ******** from the original ride, we have confirmed that the bus was present at the ****************** (************************************************************) from 7:34 - 8:17pm with a scheduled departure time of 8:15pm.  Furthermore, after reviewing the ticket scan data from other customers who successfully checked-in for the trip, we determined that 16 other customers were successfully checked-in for the trip with the same information as provided to you on your ticket. 
  
  Nevertheless, our **************** team - as a courtesy - rebooked you to an alternate trip from the same station with a departure time of 11:55pm and you and your travel companion were checked-in successfully for the trip. If you have evidence of your absence from the trip (e.g., a ticket from another carrier, timestamped food/beverage receipts in the city of departure after the scheduled departure time of your rescheduled trip), please reply to this message with clear images of those documents, and we'll certainly review them and revisit our decision in your case. 
  
  As it pertains to your request for a full refund, as the contract for carriage was fulfilled (you were transported to your ticketed destination and both trips operated exactly as scheduled), we are unable to meet this request. 
  
  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, ****************
  ********************, ****

• Initial Complaint

  Date:08/26/2024

  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 purchased tickets for my daughter and I to travel in FlixBus on August 24 from *******, ** to ********* OR. Booking #**********. They advertised restrooms with soap and water on board. Bus and driver are nice. However restroom is not stocked with soap, water, or hand sanitizer and only a small amount of toilet paper despite being the first ride of the day. Asked driver and he said he didnt have any back-up stock. Chatted with customer service but they couldnt offer any solution such as re-stocking at next stop. **************** seems to be intentionally set up as a dead end. Agent ****** told me there was no manager on duty and no one would contact me to follow up. Glad we brought our own TP and hand sanitizer. This is a safety and health issue, not to mention basic human dignity. We are traveling to see my mother who is immune suppressed and these kind of conditions can spread diseases rapidly.

  Business Response

  Date: 08/26/2024

  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 operations. We truly apologize that your recent experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn of the conditions you experienced onboard your recent journey from ******* to ********* (Booking #**********.)  To clarify, we don't advertise anywhere running water in our ******** Partners' coach restrooms. There is a toilet, similar to a "port-a-potty", which is expected to be clean and stocked with toilet paper and sanitizer. And, our ************ are expected to have a backup supply of both in the event they need to be restocked during the journey. We take such feedback very seriously and we've shared your concerns with our Bus Partner that operated the ride in question so they can address this internally and make changes to ensure a similar experience does not happen in the future. We deeply apologize for any inconvenience or frustration caused.
  
  We have also shared your feedback regarding your positive experience with the driver and we appreciate the kind words. We'll be certain to give credit where credit is due!
  
  As it pertains to your request for a full refund, 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 20% 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
  FlixBus, ****

• Initial Complaint

  Date:08/20/2024

  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.

  Cancelled tickets due to medical emergency and would like a refund. on the tickets there are no policies stating how much would be taken from this company if you have to cancel nothing in writing to warn customers. And if there is a cancellation fee I don't think they should take 75% I work hard for my money and don't like getting robbed without a gun

  Business Response

  Date: 08/22/2024

  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 booking experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn that you were unable to take your recent trip and had to cancel your booking. 
  
  Per our Terms & Conditions of Booking, to which you agreed during the booking process, we acknowledge that "life happens". Therefore, we offer one of the most flexible cancellation policies in the industry. Customers may voluntarily withdraw from ANY FlixBus trip with as little as 15 (fifteen) minutes notice prior to the scheduled departure time of the trip via the "Manage My Booking" feature on our app or website. In such cases, the customer will receive a VOUCHER less any applicable cancellation fees, which can be used towards future FlixBus travel anywhere in our growing, International bus/train network for a period of 12 (twelve) months from the date of issue. These vouchers have no cash value and cannot be sold, but can certainly be gifted to friends/family and can be used over multiple bookings until the value is exhausted.  
  
  Only in situations where a ride is cancelled by FlixBus may a so-called "cashback" refund be claimed.  And, also per our T&C, the cash payment against any voucher is not possible. 
  
  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 ************* service and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****************
  Sr. Manager, Customer Service
  ********************, ****

• Initial Complaint

  Date:08/19/2024

  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.

  Dear fellow Canadian,I seek your help in reporting unsafe and unlawful practices of FlixBus corporation.I have booked the July 18, 2024 9:30 AM bus from ****** to ******* ON through FlixBus. The pick up location of the bus was listed as *************************************************************. Please note that we have never received any notification of changed pickup location.My mother and I have arrived at the location more than 30 minutes in advance. The bus never came. Throughout our more than 2 hour wait the customer service of ******************** (on the phone and online) kept on saying to us and other customers left waiting to stay at the designated location and that the bus will be coming to the ****************Other customers (at least 5) and us were left stranded.A gentleman working in the condominiums has later informed the waiting crowd that FlixBus was forbidden to pick up passengers from the 60 Fleet location by the city of *******We were forced to find other means of travel and booked the ViaRail train from ****** to ********When contacting Flixbus for the compensation for the bus ticket that never arrived ($87.98) and for the alternative way of travel as per their regulation on the FlixBus company website(312$ CAD for ViA rail tickets Confirmation number 62CS1E) the reply from their customer service representative was that the bus arrived and other customers were able to make it. Much later after additional emails I received an email notification that "Your bus departure schedule was changed from *************** to ***********************, you were also sent an email regarding this change" I was never notified of the change.I am very disappointed that FlixBus has been allowed to leave fellow Canadians stranded and failed to admit their fault and pay the necessary compensation as per their own website. I seek help and hope that FlixBus will be disciplined for their unlawful practices.I thank you for your attention to this matter **************** and **************

  Business Response

  Date: 08/21/2024

  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 misunderstanding you experienced regarding the departure location of your bus from ****** to *******. In some cases, a station may be temporarily inaccessible due to parades, protest, construction projects or otherwise. In such situations, we proactively inform customers via SMS and email messages with as much advance notice as possible of the change to ensure they don't miss their FlixBus.
  
  Our records reflect that you were informed via both of these methods 2 (two) days ahead of travel:
  
  SMS to ************ on June 16th at 11:30am UTC -4
  "For your booking ********** the departure or arrival stop had to be relocated. The alternative bus stop address: ***********************, coordinates: 45.4302,-75.6876. Please check your mail for further details. Your Flix Team"
  
  And, via email to *************************** on June 16th at 11:32am UTC-4
  
  "Dear Flix guest, thank you very much for your booking ********** regarding the ride from ****** to ******* (Union Station Bus Terminal) on 18.07.2024 09:30. Unfortunately, the bus stop in ****** had to be relocated on your date of travel. The alternative bus stop is located at the following address: ************************************** and can be found in the map services under the following coordinates: <a href="*************************************************">45.4302,-75.6876 Additional information about this relocation can be found at the following link: ******************************************************* We apologize for the inconvenience and wish you a pleasant journey. Kind regards."
  
  Furthermore, we confirmed that these message were successfully transmitted and that 36 of ************************************************************** ****** were successfully checked-in for the journey with the exact same information provided. 
  
  As it pertains to your request for a full refund, as the ride operated as scheduled (considering the change communicated well in advance of teh journey), we are unable to meet this request. Furthermore, we are unable to meet your request for reimbursement of your alternative carriage costs in this case. We understand that this was not the response you had hoped-for, however given the circumstances, FlixBus made the necessary effort to inform all impacted customers of the change.
  
  As a gesture of goodwill, we have refunded your fare in the form of a voucher with a value of 87.98 CA$, valid for future FlixBus travel for a period of 12 (twelve) months anywhere in our growing, International bus/train network. This voucher has no cash value and cannot be sold, but can certainly be gifted to friends/family. Please check your email for the voucher details. 
  
  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: 08/27/2024

   
  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.

  Thank you for your involvement. I find that FlixBus is notorious for making short term changes to pick up location. If a person is busy and misses their text/email due to travel they are left on their own without much help from FlixBus who give erronious information on their chat lines. 

  Nevertheless I think i have wasted enough of my and other people's time with this matter thus lets put it to rest. Thank you for your investigation. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2024

  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.

  FlixBus is a SCAM. Fraudulent advertising concerning refunds (says they will refund customers, but then refuse to do so after customers cancel trips). Buses are health risks (infested with bugs or no aircon). Drivers are rude, unprofessional, and reckless drivers. They should be held accountable for false advertising and putting their customers in danger. Im a broke college student and I literally wasted $130 I cancelled a trip months in advance and now that money has just disappeared without ever being used for a service!!

  Business Response

  Date: 08/16/2024

  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 were unable to find any booking whatsoever linked to your first name + last name, nor email address used to file this complaint with the Better Business Bureau. Therefore, we're unable to look into your specific case and provide insight. However, we do invite you to visit us at help.flixbus.com to submit your feedback and include your booking number so we can retrieve your booking and properly respond.
  That said, during the booking process, all customers must agree to our Terms & Conditions of Purchase, which contains our Cancelation Policy. You can find that document, here: ******************************************************************************************.

  
  In short, we understand that "life happens", therefore, if you wish to voluntarily withdraw from any active FlixBus trip, you may claim the fare paid (less applicable cancelation fees) in the form of a VOUCHER valid for future FlixBus travel anywhere in our growing, International bus/train network which is valid for 12 (twelve) months from the date of issue. The cancelation fees vary depending on the date/time you cancel in relation to the departure date/time of the trip you had booked. The resulting voucher has no cash value and cannot be sold, but can be gifted to friends/family and can be used over multiple bookings until the value is exhausted. However, in cases where a ride is canceled by FlixBus, a so-called "cashback" refund is possible.

  
  In response to your claim that our buses are infested and have air-condition issues, please understand that FlixBus is not a traditional bus company. FlixBus is a booking platform that connects travelers to transportation services operated by our professional, regional ************ who own and operate their own buses. FlixBus does not own any buses nor employ any drivers. Yes, issues have been sporadically reported in regards to these matters, but in no way reflects that over ****** rides/month; a huge majority of which run on-time and incident free, delighting customers and getting them to their destinations in a safe, punctual and professional way. Issues reported to FlixBus are promptly addressed with our ************ in an effort to constantly improve our product and operations. 

  In closing, we appreciate your feedback and 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,
  
  ****************

• Initial Complaint

  Date:08/13/2024

  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.

  This bus was delayed 3 1/2 hours. The driver told us that we should get a refund for that amount of time delay, especially because he had made the company aware of the issue and they did nothing to resolve it (engine problems). It took me four tries to get ahold of support and they offered nothing more than a, maybe you should have booked a different bus. I want a refund as this made me late for an obligation, made me sit on a curb for hours with no access to a bathroom, and put me in an unfamiliar neighborhood just before sunset when I should have been there in the middle of the day. I see now that they have terrible reviews and have gotten away with putting their customers in these situations. I would like them to be held accountable. Thank you so much.

  Business Response

  Date: 08/14/2024

  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 severe delay you experienced in your recent journey from ********* to ************* and for any inconvenience and frustration caused. 
  
  As it pertains to your request for a full refund, as the contract for carriage was fulfilled (albeit delayed, 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
  ********************, ****

• Initial Complaint

  Date:08/13/2024

  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 bought a bus ticket from flixbus , the final two stops on my ticket were canceled but my money was not refunded . I have the cancellation invoice to prove what Im saying . They never offered me a voucher as says their own policy should have been offered or my money refunded .

  Business Response

  Date: 08/14/2024

  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 confusion regarding your recent FlixBus/Greyhound journey. After carefully checking, we see that at some point in your multi-interconnecting trip, you apparently boarded an incorrect bus that was not traveling to your final destination. We're not exactly sure how this happened, because the driver should have scanned your ticket during the boarding process. If you were not on his manifest ("wrong bus"), an error would have been displayed. This ticket scan is the 'source of truth' to ensure similar circumstances do not occur in the future. 
  
  We do see that you purchased another ticket (Booking # **********) to complete the trip and took the ride. 
  
  Therefore, as our settlement in your case, we have prompted a VOUCHER refund of the fare for the additional ticket from ********** to ****** ($39.99) which you can use towards 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 may 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, ****

• Initial Complaint

  Date:08/13/2024

  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 purchased a ticket with the confirmation # as ********** that was suppose to leave at 3 am going to *********** from ***************. At 3 am the bus cancelled. People very rude. Nobody would rebook the ticket. They keep lieing about which company they are. I also purchased another ticket with the confirmation # ********** thats leaves from ******** SC at 11:25 Am and arrives in ******* GA at 1:00 PM. Because the 3 am cancelled Im not going to make my 11:25 AM. The company is refusing to speak with me and stole my money! I would like a refund.

  Business Response

  Date: 08/13/2024

  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 product, service and operation. We truly apologize that your recent booking experience fell short of your expectations.
  
  After reviewing your case, we apologize to learn that your recent journey was cancelled by our Marketplace Bus Partner, Southeastern Stage Lines. We deeply apologize for any inconvenience or frustration caused. 
  
  Therefore, since you paid in cash, we would like to coordinate a reimbursement of the fare paid ($97.98) to you in the form of an International Wire Transfer. To facilitate this, we kindly ask that you reply to our email (NOT via the Better Business Bureau) with the following banking details.  Upon receipt, we'll initiate the refund and we kindly ask that you allow 7-14 business days for the credit to appear in your account. Please first check and double-check that your bank accepts International Wire transfers and that your data entries are 100% correct as FlixBus cannot be responsible for misdirected or refused payments due to incorrect data supplied.
  
  We deeply apologize for the inconvenience caused and for the opportunity to address your concerns and bring your case to a swift and satisfactory resolution. 
  
  As a further 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 ********************* and turn this 'ow' into a 'WOW' on your next journey.
  
  Warmest Regards,
  
  ****************
  Sr. Manager, ***************************************** ****

  Customer Answer

  Date: 08/14/2024

   
  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:08/12/2024

  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.

  My booking ********** I canceled two tickets from ************ to LA 2 days prior to the journey die to unforseen circumstances, and received a partial credit via voucher. We come from *********** and have been here walking the Pacific Crest Trail for several months and the refund would go a long way. We leave the *** next week and will never be able to utilize the voucher. I requested a cash refund but was told about the refund policy. Although I now understand the policy, for the sake of better business, and customer experience, I am seeking a review in this case where the voucher cannot be used.

  Business Response

  Date: 08/14/2024

  Hello, ****:
  
  Thank you very much for reaching out to us via  the Better Business Bureau regarding your recent booking/cancelation experience. Customer feedback is important to us, as it allows us to constantly evaluate our product, service and operations and make necessary changes. It was unfortunate to read that your experience fell short of your expectations.
  
  After carefully looking into your case, it appears that you have cancelled your booking (order #**********) and received vouchers. Per FlixBus Terms & Conditions of Purchase, to which you agreed during the booking process, if a customer voluntarily withdraws from a ********************/Greyhound trip (which can be done up to just 15 minutes before the scheduled departure time), they will receive a VOUCHER (less applicable cancelation fees) valid for future FlixBus travel anywhere on our growing, International bus/train network - now operating in 44 countries - for a period of 12 (twelve) months from the date of issue. This voucher has no cash value and cannot be sold, but can be gifted to friends/family and used over multiple bookings until the value is exhausted. 
  
  Should you not be able to use the resulting voucher before it's expiration, no worries! Simply visit us at help.flixbus.com to "Chat with an Expert" and we can extend it one time as a courtesy.
  
  Only in situations where a ride is cancelled by FlixBus/Greyhound is a so-called "cashback" refund possible. Our records reflect that the trip in question operated as scheduled. 
  
  We're sorry, but also per our Terms & Conditions, the cash payment of any voucher is not possible.
  
  We're sorry that this trip didn't work out, but we're unable to meet your request for a cashback refund in this case. However, we do look forward to having you onboard our ************* buses again very soon.
  
  Warmest Regards,
  
  ****************
  Sr. Manager, Customer Service
  ********************, ****