On 15 May 2026, I booked a Prague–Berlin–Prague trip via the FlixBus website and logged into my account. Because I had used FlixBus before, all my payment details were already saved, so the payment of €151.96 went through almost instantly. I was not given a real opportunity to review or confirm the final price and booking details before the payment was completed, which I find extremely misleading for an online booking system. During the booking flow, luggage appeared to be automatically included, even though I never requested any extra luggage and did not need to travel with bags. If I do not actively choose extra luggage, I do not expect it to be added by default to my booking. When I noticed this and tried to fix the issue right after payment, I accidentally ended up cancelling the entire trip, even though my intention was only to correct the booking details. There was no clear, simple option to correct the booking without cancelling everything. The trip was supposed to take place on 16 June, but I cancelled the booking within minutes, or even seconds, after the payment went through. I never used any part of this ticket. My request number is 50839365. Despite this, I was refused a proper refund and was forced to accept a voucher of €151.96 instead of getting my money back to the original payment method, which I find very unfair. I contacted FlixBus many times through their contact form and continued the communication by email, clearly explaining that I did not add the luggage myself, that the system added it automatically, and that the website processed the payment without giving me a clear confirmation step. However, customer service only kept repeating the terms and conditions and the cancellation policy instead of genuinely looking into the confusing and misleading booking flow or trying to offer a fair solution to a mistake caused by their own system design. I am extremely disappointed with both the booking system and the customer service experience. I did not intend to cancel my trip, I did not want extra luggage, and I cancelled immediately after noticing the problem. I am requesting that FlixBus cancel the voucher and issue a full refund of €151.96 to my original payment method. After this experience and the way my case has been handled, I no longer wish to use FlixBus services, and I find it unacceptable that the company keeps the money in such a situation instead of helping the customer.
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On June2,2025, I purchased 3 tickets from FlixBus for the Üsküp–Belgrade route, scheduled for departure on June15,2025 at 23:59. Despite the payment being successfully processed, no reservation was created for this trip. From the moment I noticed this issue, I contacted FlixBus customer service thr...
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