FlixBus Staff Refused to Help With Our Luggage
During our FlixBus journey from Heidelberg to Frankfurt Airport at 11:55 a.m. on August 16, we experienced a serious issue regarding the handling of our luggage. Although the bus arrived at the stop exactly on time, the staff did not help us load our luggage at all. Even though the luggage compartment was already quite full, when we asked them to open the rear luggage compartment, they simply said it was full and did not assist us. There were 11 of us, and we had nearly filled the bus ourselves, yet we still had to squeeze our belongings into the limited spaces they pointed out to us.
Later, passengers who boarded at the next stop took our suitcases out themselves in order to make room for their own luggage. The bus staff did not even monitor the situation and made no attempt to intervene. We had to get off the bus and load our luggage back in ourselves. Throughout the entire process, both staff members spoke only Russian and did not even speak English, making communication impossible. They were also extremely unhelpful and indifferent.
Especially on a journey with such a large group, including children, we expected the FlixBus staff to assist with loading the luggage and, at the very least, organize the process to ensure both safety and order. I request that this incident be investigated with regard to the staff's conduct and the quality of service, and that the necessary steps be taken to prevent similar situations from happening again.
