Delays and cancellations

If checking the online status of your bus shows the bus is on time but your bus is not coming, or if the trip tracker is not providing information about your bus location or delays, chat with our agents using the chat contact option at the bottom of this page.

If your bus is delayed by less than 2 hours, compensation or reimbursement isn’t available under EU passenger rights. Read more about EU passenger rights.

That said, you still have a few options to manage your trip:

• Track your bus in Trip Tracker to see live updates and wait for the delayed ride.
• Reschedule your ride via Manage My Booking up to 15 minutes before departure. You may need to pay any price difference and modification fees may apply.
• Cancel your trip via Manage My Booking up to 15 minutes before departure. Cancellation fees may apply.

When you cancel, you'll receive a partial refund as a voucher sent to your email for future bookings.

If your delay on departure eventually exceeds 2 hours, European Passenger Rights apply. See the options in the next sections "My bus is delayed more than 2 hours on departure" for details.

Log into Manage My Booking and select a free reschedule option that works for you.

If no suitable option is available or the system requests payment, chat with our agents using the chat contact option at the bottom of this page to request free rescheduling to the next available ride.

Note: Accordingly to EU Passenger rights bus delays are calculated on scheduled departure time.

Important: Refunds are only available if you do not take the ride.

If you decide not to travel, log into our online booking management tool and request a full ticket refund.

Refund options:

• Monetary refund: Processed to your original payment method within 7 working days.
• Voucher: Sent to your email for future bookings.

If the system doesn't offer free cancellation, your preferred refund option isn't available, or you want to submit a different delay-related claim, chat with our agents using the contact option at the bottom of this page.

Note: Accordingly to EU Passenger rights bus delays are calculated on scheduled departure time.

If no suitable Flix alternatives are available, you may book your own transportation of the same or comparable standard (bus or 2nd class train).

If you incur extra costs due to the delay, you may be eligible for compensation.

For reimbursement of extra costs or to submit a different delay-related claim:

• Use the contact form at the bottom of this page. Please use the form (not chat) as we need additional documentation that can only be submitted through the form.
• Attach your alternative transport ticket
• Our agents will review your case according to our Terms & Conditions and EU Passenger Rights and get back to you. For more information on T&C and Passenger Rights check the top of this page.

Note: Accordingly to EU Passenger rights bus delays are calculated on scheduled departure time.

Log into our online tool and select a free reschedule option that works for you.

If no suitable option is available or the system requests payment, chat with our agents using the chat contact option at the bottom of this page to request free rescheduling to the next available ride.

If you decide not to travel, request a full ticket refund online.

Refund options:

• Monetary refund: Processed to your original payment method within 7 working days.
• Voucher: Sent to your email for future bookings.

If the system doesn't offer free cancellation, your preferred refund option isn't available, or you want to submit a different delay-related claim, chat with our agents using the contact option at the bottom of this page.

If no suitable Flix alternatives are available, you may book your own transportation of the same or comparable standard (bus or 2nd class train).

If you incur extra costs, you may be eligible for compensation.

For reimbursement of extra costs or to submit a different related claim:

• Use the contact form at the bottom of this page. Please use the form (not chat) as we need additional documentation that can only be submitted through the form.
• Attach your alternative transport ticket
• Our agents will review your case according to our Terms & Conditions and EU Passenger Rights and get back to you. For more information on T&C and Passenger Rights check the top of this page.

If you know you won't make it on time, cancel your trip up to 15 minutes before departure via Manage My Booking.

You'll receive a voucher refund sent to your email for future bookings. Cancellation fees may apply. Check how the refunded amount is calculated.

If you missed your bus or couldn't take your ride for other personal reasons and your departure time has passed, request a refund for your unused ticket using the contact form at the bottom of this page.

If eligible for a refund, processing fees will apply. Check what processing fees are applicable for your ride.

Our agents will review your case according to our Terms & Conditions and EU Passenger Rights and get back to you. For more information on T&C and Passenger Rights check the top of this page.

Acceptable proof that you did not travel:

• Employer confirmation that you couldn't travel for work reasons
• Documents showing you were elsewhere at departure time (other transport tickets, hotel confirmations, etc.)
• Your signed declaration that you did not take the trip
• Third-party signed declaration that you did not take the trip
• Any other documentation verifying you didn't travel

We may need this to update inaccurate travel status information in our system.

Passengers may be denied boarding if they arrive just minutes before departure, even if the bus hasn't left yet.

No compensation is available in this case, as all passengers must arrive 15 minutes before departure to ensure smooth check-in and avoid delays.

If you still want to travel, you'll need to book and pay for a new trip.

If you couldn't board despite being at the designated stop/platform 15 minutes before departure, chat with our agents using the chat contact option at the bottom of this page.

Our team will verify the actual bus departure time and determine if you're eligible for free rescheduling or a ticket refund.

If your connecting bus/train was booked on the same ticket and you missed it due to a delay on the first ride, FlixBus will rebook you for free on the next available connection.

First, check if you received a notification via SMS/email with your new booking details. If not, or if the alternative isn't suitable, chat with our agents using the chat contact option at the bottom of this page to request rescheduling to the next available ride.

If you missed a connection that wasn't booked with FlixBus/FlixTrain, we cannot offer rebooking or refunds.

We ask for your understanding and suggest booking an earlier bus in the future, as delays often cannot be predicted in advance.

When booking alternative transport, choose a means of transport of the same or comparable standard (bus or 2nd class train ticket) and try to minimize costs.

If you incur extra costs, you may be eligible for compensation.

If no suitable Flix alternatives are available, you may book your own transportation of the same or comparable standard (bus or 2nd class train).

If you incur extra costs, you may be eligible for compensation.

For reimbursement of extra costs or to submit a different related claim:

• Use the contact form at the bottom of this page. Please use the form (not chat) as we need additional documentation that can only be submitted through the form.
• Attach your alternative transport ticket
• Time frame: our agents will review your case according to our Terms & Conditions and EU Passenger Rights and get back to you. For more information on T&C and Passenger Rights check the top of this page.