A Nightmare with flixbus

I am Clemencia Gutierrez, Colombian tourist making visits in sweden to a Swedish friend who traveled with me that day, so I will tell you our story and what we had found, because there had been more a lot of more cases like ours without answers

We make the online reservations of the bus N770 (Copenhaguen – Paris) for Wednesday 8 of August, first we received a SMS the same day of the travel 7 hours before, saying that the bus was delayed 5:40 hours, we decide to take it because we had already the hotel payed and booked since Thursday 9 of August.
The bus arrived, we tooked it, but the bus didn´t have any of the services they offer in the web page, it was dirty, so dirty that the bathroom was closed to avoid use, so the service offered on the website was not real and less for a travel of 16 hours! there was no wifi or electrical connection, again none of the services offered on its website.

Second and according to the rights that correspond to us as passengers, flixbus must offer clear information at all times, that never happened because we speak English as a world language and nowhere at the time of offering your services, says that I should speak German or French for communicate.

With the continue of our story, the bus stopped at 11am in the middle of Germany and ESSO stop at 30 minutes of Olemburg, we got off to go to the bathroom and buy something to eat (just 10 minutes), and the bus left us without nothing, when we call costumer Service they only talk German, even in the option of English! when we finally could comunicate with someone in a really bad Swedish, they told us this exact answer ” your bags should be in Brussels, I really can´t tell you where just arrive there and ask” – we ask – How can we arrive to Brussels from here? – she answer – “Well that is on your side, we have an office where you can buy the tickets in Olemburg, but you have to pay for those, or how you want to arrive”- That was all the help that we could get!

So now, we have follow all the protocols of Flixbus for have any answer of our luggage, since 9 of August, but nothing happened.

As I told you before, ours is not the only case, I looked in diferent travel forums and I had found several cases with the same problem, so I ask is really a lost and found department? the Customer service are bots? they are doing something about it? how that company keep working?

I have a list of our belongings, and the minimal value is 2500 euros, without counting the artisanal mexican Jewerly or the cost of a new passport for the Swedish person.

Drama with Flixbus

I checked my luggage, received my baggage ticket, and got on a Flixbus in Zagreb, Croatia to go to Vienna on the 8/08 (Reference 8077552418). HUGE mistake! At the border of Slovenia and Croatia, I was first through customs, and indicated to the driver that I was going to the bathroom (since the bathroom on board was dodgy). When I came out approximately 2 minutes later, the bus was gone with all of my bags. The bus driver had apparently not remembered that I was in the bathroom, counted passengers or seen my stuff on the seat. I immediately called Flixbus and despite accepting responsibility and apologising, they said they would not return and basically washed their hands of the problem. They promised to sort out my baggage immediately, and to refund my ticket as well. This necessitated me hitching alone as an ill pregnant woman across two countries to my accomodation.

It is now nearly three months later. I still don’t have my bags, despite more than 40 phone calls, ten emails, 4 seperate complaint forms, and forty of fifty facebook and twitter messages. Of course I have also not been refunded my ticket price or paid compensation in any way.

Lowlights of the process have included *My inability to speak to a manager or any person who will take responsibility despite requesting one every time I call. This is even true when I tried to skype the U.S number, and when I directly tweeted the CEO and founder. *They refused to send me any emails or any paperwork that admitted they had ‘lost’ my bags that I could then use to claim insurance. *Each time I write to or call them they act like it’s the first time they’ve heard of it, apologise and then tell me how they are unable to do anything because Lost and Found is ‘paperwork only’.

They then refuse to give me an email to contact them, and act like its a seperate company that they are not responsible for. *After tracking down the local company that provides Flixbus services and requesting their help, Flixbus wrote to me (this is more than a month into the process) to tell me they had found ONE of my bags. They told me I had to PAY (more than my original ticket price) to have it shipped to me. When I pointed out that they had promised to send it to me for free on numerous occasions since they created the problem, they stopped answering my emails at all.

Two days ago, after contacting the local provider again, they wrote to me again telling me they will send my bag (almost 3 months later) ‘free of charge’ with no mention of my other bag despite me pointing out repetitively that I had two. *Many of the emails I sent pointed out that, for example, my bags contained my pregnancy vitamins that stopped me from getting too sick, and my warm clothes for where I live as winter is oncoming. They have never responded nor shown the slightest interest in the problems and massive costs they have created.

* I contacted numerous agencies for help, including submitting a complaint to the European Consumer Centre who contacted Flixbus for an amicable solution. Flixbus never responded to the ECC.

I have similar stories with other regulatory authorities, who are unable to force compliance with the laws Flixbus has broken. In many years of company advocacy for the marginalised, I have never come across a company that shows such a lack of care for their customers (and the bad publicity!) or is as actively obstructive in fixing problems as Flixbus has been.

My advice is to stay as far away as you can get!

My story with Flixbus

I’m from Brazil but last august I was backpacking through Europe and, on a Flixbus route from Brussels to Amsterdam, the bus driver left me alone at a restaurant in the middle of the road. Everybody inside the restaurant (a very tiny place) was shocked when I told them the bus driver was simply gone with no notice at all.
 
He didn’t doublecheck if any passenger was missing inside the bus and left. Funny fact is that I was on my way to the bus (which I could see, wasn’t ready to depart), but decided to take a quick pee before I entered the bus (the bathroom was right at the entrance of the restaurant, it didn’t take me more than 2 minutes in there) and when I went out it was simply gone. I called Flixbus right away and a very rude lady said she couldn’t do anything for me.
I told her the route I was doing, the time I took the bus, the destination but, according to her, she couldn’t track the bus for me to follow it neither call the bus driver (he had just gone). So I found myself at a foreing country which I didn’t speak the language and had nothing with me besides a couple of euros.
 
Everything I had was inside the bus. My money, my wallet, my backpack, my passport. Everything. And she said she couldn’t do anything. I took a cab then a train to Amsterdam to try to find the bus but never saw the bus or the driver at the final destination. Talked with some Flixbus staff at a bus stop, but they couldn’t do anything. My money, my passport, my backpack, everything I had was never delivered at the lost and found by the bus driver.
 
What I assume is that he stole everything and Flixbus simply complies with him and doesn’t care about that at all. I was on my way to the airport and lost my flight, lost my whole trip because of the money and eveything else was inside that bus. I’m still looking for ways to sue Flixbus for the 2.000 euro loss I had just because of that bus driver, but I wanted to make clear for every traveller how dirty, nasty and human careless this company is. Ruined my vacation, so sad the disrespect.
 
Another funny thing is that the bus driver spoke with me so many times, he insisted I bought the ticket directly through him, by cash, so I don’t have any reservation number. He knew who I was, I’m pretty sure. 
 
Best,
Felipe