Flixbus canceled three trips. I want more than a refund.
Flixbus failed me on a recent trip from Los Angeles to Fremont, Calif. The bus was scheduled to depart at 10:25 p.m. It arrived at the station on time, and we boarded the bus and sat down. At 10:45 p.m., the bus driver informed us that the new driver who was supposed to drive from LA to Fremont did not report for duty and that we were getting rebooked on another bus scheduled to leave at
11:45 p.m. After 2 1⁄2 hours, Flixbus canceled the trip via text, stranding about 40 of us in the parking lot with no options at 1 a.m. I had to Uber home.
The company rebooked me on the next available bus the following morning. That bus was 40 minutes late, but the late status notification was not sent out by text until 8:53 p.m., only 92 minutes before scheduled departure time. Flixbus also canceled my return bus on the San Jose-to-Los Angeles route, again by text message.
I called Flixbus and informed the rep that I could not accept the new time due to other planned commitments. Flixbus rebooked me on another route, but canceled that one, too. I asked Flixbus to explain why the buses that I had confirmed reservations for all got canceled without notification. I have not received a response.
I decided to purchase a Southwest plane ticket for $178, and I took a Lyft ride to the San Jose airport and flew back to LA.
I’m requesting a cash reimbursement of $271 to cover my original purchase of Flixbus tickets, Uber and Lyft rides and the Southwest plane ticket. I’m also asking for a $500 cash compensation for the pain and suffering Flixbus inflicted upon me and my family. — Martin Yeung, Inglewood, Calif.
A: That’s a lot of cancellations in a short time. I’m not sure if I’d trust Flixbus after that.
Flixbus describes itself as a “young mobility provider” that combines the best elements of a tech startup, e-commerce platform and sustainable transportation company. Translation: It uses technology (like text messaging customers when there’s a delay) to run a more efficient bus carrier. That sounds like a terrific idea — except when it doesn’t work.
I can understand one cancellation, maybe two. But three? Your rights to compensation are outlined in the Flixbus terms and conditions: www. Flixbus.com/terms-and -conditions-of-service.
Flixbus owed you either a full refund or a ticket on the next bus. An appeal to the Flixbus executives for more compensation could have helped, but the carrier wasn’t obligated to cover your airline ticket, your car rides, nor your pain and suffering. You can find the executives for Flixbus on my consumeradvocacy site: www.elliott .org/company-contacts /Flixbus/.
I contacted Flixbus on your behalf. The company apologized for your experience and for the delay in responding to you. It agreed to cover your Uber and Lyft rides and your Southwest Airlines tickets, and it offered you two vouchers for a future bus ride.