FlixBus Delayed My Trip by More Than Eight Hours and Caused Me to Miss My Connection
My September 9, 2026 Copenhagen–Hamburg–Berlin FlixBus journey turned into a complete nightmare due to the company’s operational failures. My N613 bus, which was scheduled to depart Copenhagen at 6:25 a.m., was delayed by more than four hours, and I received an official email through the Kamil Koç system stating that the bus was “approximately 210 minutes delayed.” Because of this major delay, I missed my 1:39 p.m. FLX10 FlixTrain connection from Hamburg, disrupting my entire planned travel itinerary.
After arriving in Hamburg, I was left waiting for hours and was eventually transferred to the 8:00 p.m. bus. I was originally supposed to arrive in Berlin around 3:41 p.m., but my journey did not end until 11:45 p.m., leaving me extremely exhausted and inconvenienced. I lost my entire day traveling, and one day of my hostel reservation in Berlin went unused.
Because FlixBus failed to fulfill its duty of care toward passengers, I had to pay additional out-of-pocket expenses for basic food, drinks, and transportation during the journey. I had to spend €9 on food in Hamburg, €7 on expenses on the ferry in Copenhagen, and €2.10 on transportation to reach my hostel because I arrived late at night, for a total of approximately €18.10. I have kept all receipts for these travel-related expenses and request a full reimbursement. My tickets and screenshots showing the delays for the relevant journeys have been attached to the FlixBus system and to this complaint.
Approximately 10 days ago, I submitted an official refund request through FlixBus’s global system, attaching all of my receipts and the email in which Kamil Koç acknowledged the delay. Despite this, I have received no response whatsoever to date. The process has been left completely unanswered, effectively leaving me without any meaningful customer support. My ticket information and the relevant documents have already been uploaded to the FlixBus system.
Under European Union passenger rights legislation (EU No. 181/2011), due to the delay of more than eight hours and the missed connection, I request a 100% cash refund of the ticket price I paid for this journey. I also request that the approximately €18.10 in additional expenses I incurred out of pocket because of the delay and poor planning be reimbursed in cash directly to my bank account. I absolutely do not accept a solution in the form of coupons or vouchers.
I expect this inconvenience to be resolved promptly, my refund process to be initiated as soon as possible, and a written explanation to be provided to me. Otherwise, I would like to inform you that I will file complaints with the relevant international consumer protection authorities and contact my bank to initiate a chargeback for the transaction.