FlixBus Refused Full Refund and Issued Voucher After Trip Canceled for Illness

I purchased round-trip standard tickets from Kamil Koç (FlixBus) for two people, covering the Sevilla–Lisbon and Lisbon–Porto routes, scheduled to start on July 21 and end on August 18. However, due to my father’s illness, we had to cancel our trip. On August 6, we successfully canceled all our hotel and flight reservations — even one non-refundable hotel refunded us after we submitted the medical report.

We canceled our bus tickets on the Kamil Koç website and submitted the same medical report. However, Kamil Koç only processed the cancellation with a deduction and sent us a voucher worth ₺6,986.46 out of the total ₺9,237.92 we paid. Despite our repeated requests for a full refund, customer service stated that a cash refund was not possible and refused to consider the medical report.

The tickets did not include any “non-refundable” note or special conditions. Since these were standard tickets without any promotional or restricted terms, I demand a full refund of the amount I paid, without deductions or vouchers. I also want other passengers to be aware of this unethical practice by Kamil Koç.