On October 6, 2025, at 12:50 PM, I experienced a serious issue with my FlixBus ticket purchased online for the Bergamo–Turin route (PNR: 3294506129). Despite having a valid ticket, the Italian driver told me and the passenger traveling with me that there were no available seats and refused to let us board the bus. Over the next 1.5 hours, 7 or 8 different FlixBus vehicles arrived, but none of them offered any assistance. Since we didn’t speak the language, communication was extremely difficult, and there was no FlixBus office nearby — we felt completely helpless and disrespected throughout the ordeal.
Eventually, another staff member showed up, called FlixBus on our behalf, and confirmed that we were denied boarding because the bus was indeed full. However, instead of providing a solution, we were forced to purchase new tickets for €189. I had already paid €68.91 for the original ticket by credit card, and the second ticket was unfairly charged at a much higher price. If the bus was full, I don’t understand why ticket sales continued and why we had to endure such an unfair experience.
I attempted to reach customer service, but my efforts were unsuccessful. I am requesting a full refund of the €189 paid for the second ticket, along with a formal apology for the inconvenience and distress we suffered.
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