My complaint:
Purchased Flixbus ticket online at Flixbus UK Ltd for an overnight service from Paris Bercy to London Victoria. Despite being on time at the bus station, complying with terms and conditions and having a valid ID to enter the UK, the driver denied boarding, made inappropriate comments and behaved unprofessionally and unethically. It was the night of Sunday 19/11. I was forced to find alternative transportation to London, first available was Eurostar in the early hours of Monday 20/11. Had to book a hotel next to the train station to rest a few hours and shower. Public transport had closed so had to take an Uber from bus station to hotel. Contacted Flixbus within 1 hour of the events. I provided all evidence and details within 1 week of the events. I requested a refund of the above costs as well as the original Flixbus ticket which could not be used. Over 1 month later and after multiple long emails, I have only received a partial refund and a ation that my claim will not be escalated any further.
Suggested solution:
I have explained to them a few times the level of responsibility that the company has towards the actions of their drivers. My complaint is the direct result of a deliberate and unjustified action of a Flixbus driver. While I was advised to take legal action against Flixbus and demand compensation for damages for all the distress they put me through by leaving me stranded in the middle of the night, all I have ever asked from them is simply what is fair to me; to recover the money I was forced to spend due to your driver denying me of my right to board a transport service I had paid for.
