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.
Delays and cancellations
If your bus is delayed, cancelled, or you experienced other significant travel disruptions, we're here to help.
This article explains the practical support options available for your situation.
Select the option below that best describes your situation for step-by-step guidance.
For more information:
On this page
My bus is late
If your bus is running late, the options available to you depend on how long your bus is delayed.
Use the tracking feature to monitor your trip status in real-time.
If you need additional support, please review the options below.
My bus is not showing up but Trip Tracker says it's on time or provides no info - What can I do?
My bus is delayed less than 2 hours - What can I do?
If your bus is delayed by less than 2 hours, compensation or reimbursement isn’t available.
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, see the options in the next section "My bus is delayed more than 2 hours on departure" for details.
My bus is delayed more than 2 hours on departure - What can I do?
If your bus is delayed more than 120 minutes on departure, you will be rebooked by our team to the next available ride.
If no rides are available within the next 12 hours, you will receive an official communication with a link to Manage My Booking and can decide between rebooking yourself or cancelling your ticket and requesting a refund.
I booked my ticket through a third-party platform and want a full refund for the cancelled ride
If you purchased your Flix ticket from a third-party platform, please ignore the instructions above and cancel your booking directly through the platform where you purchased your ticket.
They will handle the cancellation and process the refund on our behalf.
My bus is cancelled
If you received an SMS or email about your bus cancellation, you have several options.
Check your notification for details and log into Manage My Booking to:
- Reschedule your trip for free, or
- Request a full refund
Alternatively, review the information below.
Reschedule your trip with Flix
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.
Request a ticket refund
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.
I booked my ticket through a third-party platform and want a full refund for the cancelled ride
If you purchased your Flix ticket from a third-party platform, please ignore the instructions above and cancel your booking directly through the platform where you purchased your ticket.
They will handle the cancellation and process the refund on our behalf.
I'm running late for my bus
All buses operate on a fixed schedule and must depart on time - they cannot wait for delayed passengers. Please arrive at least 15 minutes before departure.
To find out what to do, select the option that applies to your situation.
I am running late but the bus has not departed yet
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.
I have been asked to submit a proof that I did not travel - What is it and why do you need it?
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.
My bus departed earlier than scheduled
All buses operate on a fixed schedule and must depart on time.
If you believe your bus departed earlier than scheduled, check the information in this section to understand your options.
I arrived shortly before the scheduled departure time but the driver didn't let me board
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.
I arrived at least 15 minutes prior to departure but my bus left earlier and I couldn't board
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.
I missed my onward connection due to delays
If you booked a connection and missed it due to a delay on your previous ride, check your options below.
I booked a transfer connection with a FlixBus/FlixTrain but missed it due to a delay on the first ride
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.
I booked a transfer connection with another carrier but missed it due to a delay on the FlixBus 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.
My bus broke down
If your bus breaks down, our priority is to arrange a replacement bus, rebooking, or alternative transport. Our operational team will proactively notify you via SMS or email about your specific trip arrangements.
In exceptional cases, our customer service team can advise on rebooking options or additional support. If you need help, chat with our agents using the chat contact option at the bottom of this page.
My ride is operated by an external partner
Rides operated by external partners might have different travel policies.
Learn more about our partners' travel policies or contact them directly.
How to identify partner-operated rides:
During the booking process
Desktop: On the top right side of the booking page
Mobile Web and Apps: Click the arrow to show trip details before entering booking information
or check the bottom of the booking page (where you fill out the booking details)
On your PDF ticket
You will receive a ticket directly from the external partner. The ticket will be sent to your email address and can be downloaded via Manage My Booking.
Please refer to the partner ticket for your travel details.