Flixbus Discussion

[route101]

Can't see flixbus managing much longer in the UK at this rate.

I seem to remember they started off with a London to Portsmouth route few years back and stopped. I have often thought Flixbus will want the Megabus network at somepoint.

I have used Flixbus three times and had no problems but I aint an operator.

 

[markymark2000]

This apparently is Henley on Thames, unless it is an auto divert to the European central call centre.

Yes, it is. I tried it and people had no clue what I was saying so I ended up trying to ring the operator.

They wouldn't get as many calls though if things like tracking worked but most trips don't track and cancellations are rife.

 

[Deerfold]

They have phone numbers in several countries.

FlixBus General Conditions of Carriage

On this page you can familiarise yourself with the FlixBus general conditions of carriage. If you have any questions, please feel free to contact us!

www.flixbus.co.uk

So, unless they don't speak anything other than English or German, it would be surprising if they don't have some physical presence in at least a few of those countries.

It's not difficult to get phone numbers in one country and redirect them to another (usually via the internet so you're not paying international call charges).

 

[johncrossley]

It's not difficult to get phone numbers in one country and redirect them to another (usually via the internet so you're not paying international call charges).

Of course, but if you call a Croatian number, are you likely to speak to someone in Croatian if the call centre is centralised? I suppose it is possible that they have enough Croatian, Hungarian and Polish speaking staff in one place, and they divert the call to the relevant staff based on which number you call. Obviously English speaking staff isn't a problem, so there isn't really a need for a UK based call centre.

 

[buscontroller]

The issue with flixbus is they are the uber of the coach market.

And they will win in the end but now they have to up there game and maybe even change to a National Express model.

I feel Megabus will join flixbus. with a deal am sure done.

It is just the UK market has NX which offers more services and uses contractors who do it NX's way, unlike flixbus which does not tell anyone what coaches to use or what ticket kit they need.

Now Megabus now is the one to keep eye on as Stagecoach are pulling coaches off Megabus and more 3rd party firms will be doing the work.

All routes are run as a franchise with 2 types. one is just selling tickets and the other is full branded coaches and Traffic control support.

Some issues I know about

The Driver app
Traffic control can't see coaches if drivers are not using it.

Cancelled services
Flixbus can't replace as it is a franchise so they have to hire in their own replacement but they don't as that costs them.

the Terms of travel
flixbus terms are what EU law says they can get away with. So they can just cancel and refund fares and only offer refunds after 2hrs delay.

Customer care
All the customer care is not done by flixbus but a 3rd party and station agents. Ticket agents can't change tickets but customers have to use self-service for any ticket changes.

 

[markymark2000]

Of course, but if you call a Croatian number, are you likely to speak to someone in Croatian if the call centre is centralised? I suppose it is possible that they have enough Croatian, Hungarian and Polish speaking staff in one place, and they divert the call to the relevant staff based on which number you call. Obviously English speaking staff isn't a problem, so there isn't really a need for a UK based call centre.

Speaking English and understanding English are completely different things though.

Often these call centres have no clue what's going on either and work off standard replies and using just their website to advise passengers with no additional internal tools.

It is just the UK market has NX which offers more services and uses contractors who do it NX's way, unlike flixbus which does not tell anyone what coaches to use or what ticket kit they need.

Flixbus does kind of dictate to operators. I believe new coaches are to their spec.

Tickets they have a driver app of some kind which all drivers have to be trained on. They only don't specify ticket sales because they don't do them on the bus, NatEx does.

Cancelled services
Flixbus can't replace as it is a franchise so they have to hire in their own replacement but they don't as that costs them.

Flixbus could but it would cost them. Depends how much they value their reputation. If they cared for passengers, they would just not pass the revenue onto the operator and instead fund the replacement bus. But as Flixbus don't care about customers, they wouldn't do such a thing.

the Terms of travel
flixbus terms are what EU law says they can get away with. So they can just cancel and refund fares and only offer refunds after 2hrs delay.

Customer care
All the customer care is not done by flixbus but a 3rd party and station agents. Ticket agents can't change tickets but customers have to use self-service for any ticket changes.

Foreign customer care is useless. You could tell them anything and they'll just reply 'sorry to hear about this experience, it has been noted' or something along those lines. They don't even read the email.

Flixbus makes money by having as few staff as possible but on the flip side, more staff and better customer service would get more people on buses. Especially when I've emailed in to report problems on their website like stops not on the map so people don't know the routes exist and they just don't care.





For me, the other issue Flixbus faces is advertising. On street advertising is shocking with most stops having no information, or if they do, certainly not useful information.

Birmingham, what would probably be considered a core stop, when it was Dudley Street, there was nothing more than a bus stop flag with Flixbus on. No information on the service, website, contact details, nothing really for passengers. It's awful.

The only promotion that Flixbus has is online and that seems to be generic.

 

[johncrossley]

Speaking English and understanding English are completely different things though.

Often these call centres have no clue what's going on either and work off standard replies and using just their website to advise passengers with no additional internal tools.

Obviously this has historically been a concern of Indian call centres, but Europeans who speak English, especially ones paid to work in a customer service setting, tend to speak and understand English to a near native level.

For me, the other issue Flixbus faces is advertising. On street advertising is shocking with most stops having no information, or if they do, certainly not useful information.

Birmingham, what would probably be considered a core stop, when it was Dudley Street, there was nothing more than a bus stop flag with Flixbus on. No information on the service, website, contact details, nothing really for passengers. It's awful.

The only promotion that Flixbus has is online and that seems to be generic.

But you could say much the same in the rest of Europe but they have clearly been very successful.

 

[markymark2000]

Obviously this has historically been a concern of Indian call centres, but Europeans who speak English, especially ones paid to work in a customer service setting, tend to speak and understand English to a near native level.

Looking at the names which come up on social media and emails, the customer service and social media staff seem to all be Polish. I don't know if they don't have an option to provide a personal response or just don't understand English enough to do so but how Flixbus deals with people, it may as well be bots giving replies. I can safely say nothing gets done with emails so a bot replying wouldn't be any different.

But you could say much the same in the rest of Europe but they have clearly been very successful.

Mainly through lack of alternative. They are the default in Europe. Here in the UK, we have NatEx or Citylink as defaults, to fight a default operator, you have to offer something different. 3 operators isn't working in many areas and it's proven as Flixbus seems to only be getting bookings late one, seemingly when NatEx is full and Megbus is full, Flixbus still has lower uptake so offers the lower fares still.

 

[Mwanesh]

With spiralling costs can't see many companies taking the risk on Flix. Europe is different from the UK where we have 2 established National operators who Co exist without fighting for passengers.

 

[route101]

What routes would be something different? I notice they all offer similar routes, just look at the Anglo - Scottish routes.

South Coast to Midlands/The North is one.

 

[317 forever]

I have booked a FlixBus trip for later this month, concerned about the risk of rail strikes on the Saturday. I do have 1 concern.

It says that on the website that there are random ID checks, and recommends that we take ID as well as e-ticket/confirmation number. My only ID are my work pass or a passport which expires last year. As I am not travelling abroad, I hope that I will still be allowed on despite my passport having expired.

 

[route101]

I have booked a FlixBus trip for later this month, concerned about the risk of rail strikes on the Saturday. I do have 1 concern.

It says that on the website that there are random ID checks, and recommends that we take ID as well as e-ticket/confirmation number. My only ID are my work pass or a passport which expires last year. As I am not travelling abroad, I hope that I will still be allowed on despite my passport having expired.

Perhaps this is to stop people using other people's ticket.

 

[philthetube]

I have seen people off a few times, although I have never travelled, out of date passport would not cause problems and I would expect a bank card to do. Unless the ID needed is specified don't worry.

 

[Bletchleyite]

Perhaps this is to stop people using other people's ticket.

It's most likely to prevent resale of tickets. I'd show something else e.g. the work pass or bank card first in preference to an expired item. They probably won't ask, though.

 

[buscontroller]

It only cross border lines that ask and needs ID. No UK routes need to see ID but the website and tickets documents are a standard format as they want all websites to look same so have the ID requirement as it is case for EU routes. On other note the big thing that gets people turned away is anyone with a child under 4 without a car seat..

 

[JonathanH]

Flixbus continuing not to endear themselves to me at the moment.

After cancelling the night coach from Leeds last Thursday night with 20 hours notice, admittedly with opportunity to rearrange for a day coach, another annoying change to arrangements this upcoming Thursday night.

I booked a different service for this Thursday night. At the time of booking it was stated that passengers can just choose their seat on the coach. That booking appears to have been cancelled and a new booking issued for the same coach, but this time with an allocated reservation. The email gives no explanation to this change leaving passengers to work out why a cancellation / rebook has been made.
Presumably they have now identified what coach is going to run the service and want the revenue from offering reservations for further bookings.

Worst of all, the fill up from the back approach now taken to passengers who don't pay for a reservation means I have an unwanted reservation on the back seat of the coach. (This policy does seem to work in making me pay for a reservation elsewhere!) It is kind of obvious now looking at the reservation map that everyone has been placed at the back.

However, the thing with reservations on Flixbus, exhibited on Thursday when I travelled South from Leeds is that it is just as likely the reservations will be honoured as the driver will simply tell passengers to sit where they want as the numbers don't match.

At least with Megabus there is some standardisation with vehicles which makes the reservation policy tolerable. Flixbus is still a bit of a mess.

 

[buscontroller]

I know seat numbering is a big issue with Flixbus in UK.

As they are using non-standard coaches so the booking system does not know the layout unless it been added on the fleet app. Many are using coaches from their hire fleet or are ex NX coaches as they wait for new coaches to be delivered.

So the layout templates need updating by the company running the service, as the standard 49 seat layout does not line up. Soon this will be sorted as most companies are waiting on deliveries from volvo.

FlixBus and Volvo agree standard coach specification - routeone

Volvo Buses and FlixBus have reached agreement on a standardised coach specification. It will simplify ordering for FlixBus partners.

www.route-one.net

Volvo Buses and FlixBus reached agreement earlier in 2022 on a standardised coach specification, they have confirmed. The two parties say it will simplify the vehicle order process for the scheduled service provider’s partner operators through the creation of a trim level that “meets the demands of FlixBus for comfort and performance.”

The specification will be available across countries that are part of the FlixBus network. That includes the UK, the vehicle OEM has confirmed. It adds that development of the ‘off the shelf’ specification will “make fleet development easier for FlixBus partner operators… by lowering the efforts required on [their] side during vehicle procurement.”

Speaking about the collaboration, Volvo Buses in Europe Vice President, Coach Sales Niklas Orre says: “Volvo Buses and FlixBus have the same view of people transport – it must be sustainable, safe and reliable. Our cooperation agreement and our partnership give us the opportunity to develop this concept together.”

Adds FlixBus Chief Operating Officer Fabian Stenger: “Volvo Buses is a partner that shares our values concerning climate friendly travel and supplies premium coaches that can guarantee the FlixBus quality that our customers are looking for.”

As far as I know, McGill's drivers are the only company that asks passengers to sit in their pre-sold seats. The rest currently don't due to the seating plans don't match, but the odd driver does try to get people to sit in the seat number given and some passengers make issues if someone is in their seat.

I found the coach I was boarding the other week did not have 17 rows, but all Flixbus coaches have row 20 ( back seats) and soon coaches should have green stickers to say that there is free seating around the back of coach.

 

[JonathanH]

soon coaches should have green stickers to say that there is free seating around the back of coach

Really? My experience is that the first seats allocated to those who don't pay for the reservation are those at the back (including the back seat). I thought the intention is that there is technically no free seating.

 

[buscontroller]

Really? My experience is that the first seats allocated to those who don't pay for the reservation are those at the back (including the back seat). I thought the intention is that there is technically no free seating.

Flixbus does sell ticket on board so having some spare seats can be handy .

All you need to know about seat reservations | FlixBus

Find out here how to reserve a seat for your trip, how much it costs and how to find your seat on the coach.

www.flixbus.co.uk

How do I recognize my seat on the bus?​

Depending on the trip, either any seat on the bus can be reserved or only individual rows. On some of our buses, seat reservations is not available.

If you have reserved a specific seat, you will find your seat number on your ticket. Buses that allow seat reservations will indicate the seat numbers at eye-level along the overhead luggage compartment.

If you have not reserved a seat, but have been assigned a seat on your ticket, please sit in the indicated seat.

If you have not reserved a seat and have also not been assigned a seat on your ticket, you are free to choose any non-reserved seat labelled with a green sticker. In this case, we recommend getting on the bus as early as possible to get a desired seat. Of course, passengers with limited mobility will be given preferred seating.

 

[embers25]

Flix have cancelled already the only recently started Mon-Thur Exeter and Plymouth services. hardly inspires confidence. Also, do we know if the Volve spec for all tehir buses is the same as used by Berry's to Exeter with zero legroom at all?

 

[markymark2000]

Flix have cancelled already the only recently started Mon-Thur Exeter and Plymouth services. hardly inspires confidence. Also, do we know if the Volve spec for all tehir buses is the same as used by Berry's to Exeter with zero legroom at all?

That's been the case for a month or so. I think due to the driver shortage as well as general lower usage, they have pulled or scaled back services midweek to focus on Thurs-Mon which are the busiest days.

 

[buscontroller]

Flix have cancelled already the only recently started Mon-Thur Exeter and Plymouth services. hardly inspires confidence. Also, do we know if the Volve spec for all tehir buses is the same as used by Berry's to Exeter with zero legroom at all?

Berry's don't have Volvo 9700 but use VanHool
Model EX16M

 

[M803UYA]

That's been the case for a month or so. I think due to the driver shortage as well as general lower usage, they have pulled or scaled back services midweek to focus on Thurs-Mon which are the busiest days.

Beginning of the end for Berrys and Roselyn on the network then - as an ex driver of Berrys I can tell you they operate with their bank account balance as primary source of focus. So, if something costs them money, it's got rid of immediately. The flix route will operate to the end of the support flix offers and not one day beyond.
When furlough payments were going to cost Berrys money in mid 2020, all drivers with under two years service were terminated. This has been remembered by a number of them and despite begging phone calls to 'return' few have taken up the 'offer'..... once bitten as they say.

 

[markymark2000]

Beginning of the end for Berrys and Roselyn on the network then - as an ex driver of Berrys I can tell you they operate with their bank account balance as primary source of focus. So, if something costs them money, it's got rid of immediately. The flix route will operate to the end of the support flix offers and not one day beyond.
When furlough payments were going to cost Berrys money in mid 2020, all drivers with under two years service were terminated. This has been remembered by a number of them and despite begging phone calls to 'return' few have taken up the 'offer'..... once bitten as they say.

The thing is, I think Berrys had a chance to make it work if it was done as an expansion of their Superfast network rather than as a separate venture but that's just my opinion.

 

[PaulWC]

We went to London from Warrington in September with Flixbus, and the seat reservations were a total waste of time. On the bus going the driver didn't show any interest in making sure anybody sat in the correct seats, and on the way back, the seat numbers didn't match the reservations. The driver only mentioned this when we were in Birmingham. I've got no issue with no seat reservations, but they shouldn't be charging for them if the seats aren't actually reserved. And despite the booking stating ID would be needed, none was asked for.

On the way back we were waiting in Birmingham for over an hour for the change driver as his coach had apparently broke down. That wouldn't be so bad if we were near shops or anything, but the stop in Birmingham doesn't have much round it. And when the relief driver did turn up, he thought he was going Chester instead of Warrington, and then didn't even know where the bus station in Warrington was. I hope he found his way to Liverpool OK....

 

[M803UYA]

The thing is, I think Berrys had a chance to make it work if it was done as an expansion of their Superfast network rather than as a separate venture but that's just my opinion.

Even that was on the decline, prior to Covid 19.

 

[extendedpaul]

The Cardiff stop for Flixbus has been moved to the Royal Welsh College Of Music from Museum Avenue. That's about 10 minutes walk further from the city centre than by Cardiff Castle, where both National Express and Megabus drop off and pick up.

With four and a half hour journey times London to Cardiff via Heathrow and Bristol, only two trips a day, and slightly higher fares than the competitors I've stopped using Flixbus, having been a regular customer in 2021 when they just called at UWE.

 

[markymark2000]

The Cardiff stop for Flixbus has been moved to the Royal Welsh College Of Music from Museum Avenue. That's about 10 minutes walk further from the city centre than by Cardiff Castle, where both National Express and Megabus drop off and pick up.

Birmingham also moved further out of town. It's not good. I think Flix are hoping that they can treat the UK like the rest of their operations where people have no choice but to use them and so don't care about stop location or anything like that. They really dont understand the UK market and understand the amount of competition that they have over here. Speaking to many drivers, it would seem that most passengers are from overseas where Flixbus is the only operator and so it's kind of more ingrained into them that Flix is the default operator (of course for us in the UK, NatEx is the more default)

With four and a half hour journey times London to Cardiff via Heathrow and Bristol, only two trips a day, and slightly higher fares than the competitors I've stopped using Flixbus, having been a regular customer in 2021 when they just called at UWE.

You do still have the 'fast' journey but it's a bit patchy in when it can be booked. Seems to be Fri, Sat and Sun only, 12:10 off Cardiff calling Newport, Heathrow and VCS only. Arriving 16:05 so 3h 55 journey time.

 

[extendedpaul]

Birmingham also moved further out of town. It's not good. I think Flix are hoping that they can treat the UK like the rest of their operations where people have no choice but to use them and so don't care about stop location or anything like that. They really dont understand the UK market and understand the amount of competition that they have over here. Speaking to many drivers, it would seem that most passengers are from overseas where Flixbus is the only operator and so it's kind of more ingrained into them that Flix is the default operator (of course for us in the UK, NatEx is the more default)


You do still have the 'fast' journey but it's a bit patchy in when it can be booked. Seems to be Fri, Sat and Sun only, 12:10 off Cardiff calling Newport, Heathrow and VCS only. Arriving 16:05 so 3h 55 journey time.

Good points but unless 99p Flixbus fares return I'm sticking with National Express for my regular weekday journeys. Invested in a Senior Coachcard with Tesco Clubcard points which brings the price down a third on standard fares and with no booking fee. Megabus is occasionally still slightly cheaper on Fridays but I dislike having to travel into and out of Bristol city centre which most of their trips do.

(Honourable mention to the (Edwards) National Express driver whose announcements include a requirement that mobile phone calls should be kept to low volume and last no more than 10 minutes and that headphones must be used for watching films/listening to music "for the benefit of all passengers" Must have ace hearing as when breached he makes a reminder announcement and it works... Unenforceable probably but really welcome by me at least !)

 

[Martin1988]

I've had the same issue with seating when using the 070 between Birmingham and Bristol. Its not been possible to reserve a seat when booking and then subsequently I've had an email allocating me a seat including on several occasions the back seat which is actually my preferred place to sit. Subsequently I've boarded the coach only to find the seat I've booked is already taken and the driver has said "sit anywhere".

Have also on several occasions ended up sitting on the back seat during a Flixbus journey despite the seats showing up as already sold when I've booked.