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Reporting and tracking lost items

Flix is not an operator or provider of any transportation services. If you lost an item during your journey, we invite you to contact the responsible bus operator.

If you would like Flix to assist you in locating the item:

  • Report your item using our online form (selecting subject "Luggage" and specify "Reporting a lost luggage") - just tell us once about each missing item
  • We'll search the network to locate your belongings
  • Once that search is successful or exhausted, we'll follow up by e-mail with the next steps
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On this page

My luggage is lost or missing

We understand how stressful it can be to lose your belongings, especially luggage with personal items.

We'll do our best to find what you've lost. It is our goal to locate your items as quickly as possible. Please be patient while we conduct our search.

To help us serve all passengers effectively, we must follow our standard recovery process without exception.

Our phone and chat agents cannot access lost item information or help with searches.

Our dedicated team works around the clock to locate lost items - it's detailed work that requires focus. The more descriptive you are in your form, the better chance they have of finding your belongings.

Please submit just one form per missing item and stick to this reporting method, as duplicate reports or using different channels can actually delay the search process.

If you lost an item during your journey, we ask you to contact the responsible bus operator directly.

If you would like Flix to assist you in locating the item, please report your lost item using the form at the bottom of this page (selecting subject "Luggage" and specify "Reporting a lost luggage").

Include:

  • Your booking number (10-digit number on your PDF ticket)
  • Connection number (3-4 digit code next to the bus icon)
  • Clear description of your item.

Our phone and chat agents are unable to report lost items on your behalf, speed up the process or access whether your item is found.

Please wait for an email response from our dedicated team, and submit just one form per missing item to help them work as efficiently as possible.

Please also report your item as soon as possible, to ensure the best and fastest chance of recovery.

When filling out the contact form at the bottom of this page:

  1. Select subject "Luggage" and specify "Reporting a lost luggage"
  2. Fill out all required fields (*) including:
  • Your booking number (10-digit number on your PDF ticket)
  • Connection number (3-4 digit code next to the bus icon)
Ticket showing the booking number in the top-right corner and the connection number in between the departure and arrival stations

After submitting the form, we'll start searching for your belongings.

This process takes time as we thoroughly check our network. We appreciate your patience during the search period.

Our team will email you with updates along the way.

If your item isn't located, you'll receive an email around 2 weeks after reporting the item, letting you know the search has concluded.

Please note that reporting items shortly after your trip gives us the best chance of success, as items reported later may require additional search time.

I need an update on my reported lost item

If you've already reported your lost item, check the status of your case by entering your booking number in the Lost & Found status check form.

For more specific questions, see the sections below.

Please don't submit a new form - this can actually delay your search as it creates duplicate cases for the same item. Our team searches for each item individually, so multiple reports may lead to mixed updates.

You can check your item's status anytime by entering your booking number in the Lost & Found status check form.

If it's been less than two weeks since you reported your lost item, our team is still actively searching. You'll receive email updates as progress is made, and can check your request's status by entering your booking number in the Lost & Found status check form.

If it's been over two weeks since you submitted the form and you haven't received any email (update or final notification), please get in touch with us by:

  • Replying to the email you received when submitting the contact form (email with: Subject: Your request to FlixBus + case number), or
  • Using the chat option below

Please note: Our phone and chat agents are unable to report lost items on your behalf, speed up the process or access whether your item is found, but they're happy to help you check your request status and guide you through the follow-up process.

Here are the different status messages you may see in the Lost & Found status check form:

  1. "We have not been able to locate your item yet and will let you know via email when we find it"

If it's been less than two weeks since you reported your lost item, we're still actively searching. Please wait for our update.

  1. "Your request is currently being processed, and you will be notified as soon as there is an update"

A potential match has been found and we are verifying it belongs to you. Our team will contact you via email soon with an update.

  1. "We have found your item"

You'll receive an email with next steps. Please check your spam folder too, as updates may come from a different email address than your initial case confirmation.

  1. "We have not been able to locate your item"

If it's been more than two weeks since you reported your item, this means our search has concluded without finding it. For more information or support, please chat with our team using the chat contact option at the bottom of this page.

I found someone else's luggage

If you found someone else's belongings, please give them to the bus driver or FlixBus staff on the same bus where you found them - this helps us reunite items with their owners quickly.

If you accidentally picked up the wrong luggage instead of yours, report your lost item using the contact form at the bottom of this page (selecting subject "Luggage" and specify "Reporting a lost luggage"). In the description field, let us know that you took the wrong luggage by mistake and whether you still have it with you.

My item was found

You can check the status of your lost item by entering your booking number in the Lost & Found status check form at any time.

Our team will email you with all the details and next steps for collecting your item. Please also check your spam folder, as updates may come from a different email address than your initial case confirmation..

My item was not found

Our phone and chat agents are unable to report lost items on your behalf, speed up the process or access whether your item is found.

If it's been over two weeks since you submitted the Lost and Found form and you received confirmation that your item wasn't found, you can contact us for additional support by:

  • Replying to the email confirming that your item wasn't found, or
  • Using the chat 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:

Desktop: On the top right side of the booking page

Booking page with the external partner name showing in the Your Booking section

Mobile Web and Apps: Click the arrow to show trip details before entering booking information

Booking search results showing trip details and option to expand informationExpanded search results showing trip details and operating partner

or check the bottom of the booking page (where you fill out the booking details)

Booking summary showing trip details, name of external partner, and final price.

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.

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FlixBus → Help → Reporting and tracking lost items