On the night of June20,2025, I boarded the 23:25 FlixBus on the Sofia–Bucharest route. The bus arrived with a 1.5-hour delay without any prior notice, causing us to miss our scheduled Bucharest tour and forcing us to purchase a new one.
Due to exhaustion and the overnight trip, I accidentally left my Apple AirPods in the seat-back pocket. I immediately noticed this the same day and tried to contact FlixBus. Despite filling out the "Lost & Found" form and stating that we were still in Bucharest and could pick up the item from Sofia or Bucharest, we received no response for 2 days.
On June22, during our return trip from Bucharest to Sofia with FlixBus, I informed the bus staff directly. We even tracked the AirPods in real-time via the "Find My" app, clearly identifying the bus where they were located. Despite providing this precise data, the staff only directed us back to the online system and offered no actual assistance.
Meanwhile, the AirPods repeatedly traveled on FlixBus routes between Bucharest, Thessaloniki, and Sofia. I repeatedly called FlixBus customer service, clearly explaining where and when the bus was located, and simply asked them to contact the driver or leave the item at an office. Instead, I was continuously redirected to automated systems and forms.
After all these attempts, the AirPods are now likely in someone else’s possession, as I can no longer track them.
I acknowledge that forgetting the item was my mistake. However, despite sharing all location data and seeking assistance daily, FlixBus failed to provide any meaningful support.
If this had been a passport or a critical document, the situation would have caused an unimaginable level of distress due to this system failure.
I am requesting real, human support from FlixBus on this matter. It is frustrating to have to fight so hard for such a simple request.
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