FAQ

Before your journey:

   

You can find all our bookable connections in our booking engine in the FlixBus app and at https://www.flixbus.co.uk/. You can find the current network on our website under Bus Routes.

If you are traveling in a group, you also have the option of renting an entire bus including driver for yourselves with FlixBus Rental. Our bus will pick you up at your doorstep and follow your individual travel itinerary. Just go to https://charter.flixbus.com, enter your travel itinerary, calculate your price instantly, reserve for free and look forward to your trip!

   

Our connections can be booked approximately 4 to 6 weeks before the date of departure on our app and on our internet site. We are hard at work everyday expanding our network route and making our existing lines even better. There are three things that are near and dear to our hearts: punctuality, attractive departure times and the best transfer connections. We normally do not sell tickets more than one month in advance so that we are able to implement feedback and improvements as quickly as possible.

If you would like to keep updated about new routes, register to our Newsletter or become a fan on Facebook.

   

The easiest way to book your coach trip is through our website https://www.flixbus.co.uk/ or via our bus app directly on your Smartphone. By booking in advance you will always be sure to get the cheapest prices. You will receive your booking confirmation via email (please always be sure to check your spam folder).

You can also book your tickets on the phone by contacting our customer service line (+44 178 829 8784), through one of our ticket outlets or directly from your bus driver before boarding your coach. Please note, when you buy your ticket on board you will pay the standard price (for adults and children) and tickets are available on a first come first serve basis. Saver and discounted prices, including our group rates, are unfortunately unavailable when purchasing your tickets from the driver. The receipt for cash payments at the coach also serves as the ticket/booking confirmation.

   

The easiest way is to look for your stop directly on our app. Select your station, click on the arrow in the upper right and navigation will start. You will find a list of our departure locations on our app under the “Bus stops" tab and under the stops overview. Just click on a particular city and you will receive the address of the bus stop(s) as well as a map. Maps of the corresponding bus stops are also included on your booking confirmation.

The bus stops are usually labeled as such wherever they are located.

   

There are several payment methods available:

  • Online booking via our shop: direct debit, credit card (Visa/Mastercard/Amex), Paypal, Sofortüberweisung, Carte Bleue and iDEal.
  • From your bus driver: it is not yet possible to pay with card on board our buses, cash payments only. You will receive a receipt when you buy your ticket on the day from the bus driver. The receipt also serves as the ticket/booking confirmation. Please note: when purchasing tickets directly from the bus driver you will always pay the standard price. Discounts and saver tickets are only available when purchasing tickets online or from one of our ticket outlets/travel agencies. 
  • Ticket outlets/travel agencies: all of our agencies offer a variety of payment methods, in any case a cash payment will always be possible.
  • By phone: credit card (Mastercard / Visa / Amex), as well as direct debit for customers domiciled in Germany.

Please note that certain payment options entail third-party payment fees. However, there is always one payment option with no payment fees. The fees will be shown to you during the booking process.

   

You can redeem your voucher (e.g. gift card or cancellation voucher) when booking online using our app or website, when making a booking over the phone, or in one of our ticket outlets/travel agencies. After your desired journey is in your shopping cart, you will be given the opportunity to enter the voucher code. Please note: only one voucher can be used per booking. No vouchers of any value can be exchanged for cash. Please visit our gift card page for more information about our travel gift cards.

The validity period of vouchers which are bought in our fanshop cannot be extended. Voucher codes which have been issued in the context of rebookings or refunds are valid for 1 year.

   

If you are experiencing problems with booking online, the problems are most likely due to your internet browser. You have the following options to solve the problem:

  • Use a different browser.
  • Empty your cache, delete your cookies, restart your browser and try again.
  • Update your browser. We use very high security standards and our sites are optimised for the newest versions of all browsers. You can find the latest versions of each browsers using the following links: Firefox / Internet Explorer / Google Chrome

You have not yet received a booking confirmation? Please check your spam folder.

If you have still not managed to find a solution to your problem, then please call our customer service team on: +44 178 829 8784. We are always happy to help you.

   

We have a large amount of ticket outlets located throughout Europe where you can buy your FlixBus tickets. These include travel agencies, sales booths and all partners that we work in cooperation.  You can find a list of all of our outlets on our ticket outlets overview. Just simply enter your town or post code and see all the retailers closest to you.

   

Yes, you can change your booking in the “change/cancel booking“ section of our websites or in our ticket outlets/travel agencies up to 15 minutes before your departure:

Amending passenger details:

  • Telephone number: free of charge. You will then receive a new booking confirmation with a new booking number.
  • Passenger’s name: free of charge. Please note: if at the time of cancellation your journey is more expensive than the price when originally booked, you must pay the difference. You will then receive a new booking confirmation with a new booking number.

Cancelling & new booking: 
If you would like to change a trip, please follow these steps:

  • Check whether your desired new trip is available.
  • Cancel your previous booking and you will receive a voucher that you can use on your new booking.
  • Book your new trip and use the voucher that you have been issued. You will receive a new booking confirmation and a new booking number. If the price of the new booking is more than the value of the voucher, you will have to pay the difference.

Please note that a £1 cancellation fee will be charged for each cancellation process per passenger and trip. This fee will be shown to you during the cancellation process.

   

Yes. You can amend the passenger details free of charge up to 15 minutes before departure on our “change/cancel booking“ page or in one of our ticket outlets. If at the time of cancellation your journey is more expensive than the price when originally booked, you must pay the difference. You will then receive a new booking confirmation with a new booking number.

   

Your ticket entitles you to a guaranteed seat on board your coach. However, you cannot reserve a seat in advance. If you would like a particular seat for your journey, we recommend that you arrive at your bus stop no later than 15 minutes before your departure time. If your desired seat is occupied by another passenger then you could ask the passenger if they would be willing to switch seats. Our passengers with impaired mobility or with young children are naturally given priority in the selection of seats.

   

Children travel at a reduced rate. This applies for children and minors under the age of 16 years old. If the reduced price offered is below the reduced rate, the child will automatically receive the less expensive rate.

Young children between 0 and 3 years old must be transported in child seats. These must be secured during travel using the seatbelt provided on the bus. The child seat must be secured with a two-point seatbelt and are to be brought by the child’s guardian.

Children and minors under the age of 11 will only be allowed to travel on all domestic and international lines if they are accompanied during the trip by someone 18 years old and older.

Children and minors between 11 and 16 years old are only allowed to travel on our buses without an escort if a legal guardian provided written confirmation to us during the booking process that the minor is capable and competent to take this trip alone and without supervision. We and our partner companies assume no responsibility for the minor. Children traveling alone cannot be transported across national borders on night buses. In addition, children traveling alone may not take trips that include transfer connections.

Adolescents over the age of 16 years old may travel alone with us. For international connections, the legal guardian must guarantee that the adolescent possesses all of the documents and identification papers required to cross the border. 

   

You can find information about transportation options for passengers with disabilities and limited mobility here. In order to verify that we can offer you transportation, we request that all passengers who must travel in a wheelchair contact our customer service 2 weeks at the earliest and no later than 7 days at the latest before booking. The notification period is reduced to 36 hours before departure for anyone else who is able to switch to a regular passenger seat, despite their disability or limited mobility.

Can I still travel the entire network despite my limited mobility?

We generally transport everyone - regardless of their disability or limited mobility. However, not all requirements have currently been met to be able to transport everyone at every time and on every line. On one hand, this depends on the structural circumstances of the buses we use. On the other hand, the infrastructural requirements are not barrier-free for each stop. FlixBus only has a few barrier-free buses at this time and they are used flexibly on several different lines. The stops are under the responsibility of the respective stop operator.
If you have limited mobility and are able to board and disembark the bus independently or with the help of an escort, then we are already able to transport you on all of our lines. 
If you rely on a wheelchair but you can stand up and climb into the bus on your own, you can also travel with us on all lines.
If you also rely on your wheelchair in the bus, we can currently only offer you transportation after careful, previous inspection of your wheelchair and on certain routes for operational reasons.   

How and when can I book my trip? 

If you are bound to wheelchair, please contact our customer service 2 weeks at the earliest and no later that 7 days before your trip (+49 (0)30 300 137 300*) so that we can verify our ability to offer you transportation. If all necessary requirements have been satisfied, our customer service will book you and your escort over the phone, Monday through Friday, from 9 a.m. to 6 p.m.
If you are able, despite your limitation, to take a regular passenger seat, you can book your ticket yourself and do not need to worry about the notification restriction. You must contact us 36 hours before departure if you need to put mobility assistance devices, wheelchairs or orthopedic aids in the luggage compartment or have an escort or guide dog.

What costs exist for my escort or companion dog?

If you have proven you need constant accompaniment, your escort as well as your companion dog will travel for free. Your companion dog will also be booked a seat.
Upon departure, your escort will travel for free if you prove that you need constant accompaniment. To do so, when leaving, provide the corresponding document that demonstrates the necessity of constant accompaniment, for example

  • in Germany, the Schwerbehindertenausweis (disabled person’ pass) or a doctor's certificate
  • in France, the Carte D'Invalidité (Besoin d´Accompagnement) 
  • in Italy: certificates provided by the local health authority (ASL) or the "National Social Welfare Institute" (INPS)

The same applies for your companion dog. You will also need proof that your dog has completed a recognized training program for a companion or guide dog.

What requirements does my wheelchair need to satisfy so that I can put it in the passenger cabin?

In the passenger cabin for long-distance buses, we can only transport wheelchairs that are compliant with DIN EN 12183 or DIN EN 12184 for use as a passenger seat and have a restraint system compliant with DIN 75078-2. Furthermore, the following maximum dimensions apply: max. width 80 cm x length 120 cm / 250 kg total weight.
Should it be determined, during check in, that your wheelchair does not satisfy these requirements, despite previous written assurance, we are not able to take it onboard and your entitlement to travel expires without substitution.

Are the bus stops traveled to barrier-free? 

Similar to the conversion of our bus fleet, restructuring stops to become barrier-free will still take some time, meaning we are not able to offer a comprehensive nationwide network yet. However, since we do not operate the stops, we cannot provide sufficient information about the infrastructure at this time. We therefore recommend that you contact the local stop operator about the current facilities before your trip.

How and where can I receive assistance?

Generally, you must be able to board and disembark the bus independently. This is critical should it be necessary to evacuate the bus. Driving personnel are not able to provide assistance during the travel. Professional assistance when boarding or disembarking or at the bus station can only be guaranteed at the barrier-free, specified bus stations in Hamburg and Munich. For your own safety and to make your trip as pleasant as possible, we therefore recommend that you travel with an escort who can assist you as needed.

   

We offer two options to provide you and your group with affordable transportation:

If you want flexible options and to travel as you wish, you can charter your own bus with driver at https://charter.flixbus.com. Anything goes here – pickup at your doorstep, direct transportation to your destination, use of the bus at your destination upon request. You can book instantly with the immediate price display and enjoy a comfortable trip for you and your group. And, should you change your minds, you can cancel the trip for free up to 14 days before departure.

We also offer a discounted group price for our regular service for groups of 3 to 40 people. You can book this directly under “Booking” when it is available. However, you must book at least one day in advance. If the special price is lower than the group rate, you will see the special price, meaning you always have the option of booking the cheapest price. 

If you would like to go somewhere not covered by our regular service, you have the option of chartering a bus. You are guaranteed complete flexibility and comfort while you travel sustainably.

   

For all journeys overseas please make sure that you carry a valid passport and all necessary travel documents, including a copy of your travel insurance when necessary. Please do not lock your luggage as security checks are frequently carried out when crossing the channel and other international borders throughout Europe. Label all of your luggage with your name and address in order to avoid any confusion.

All of our overseas coach trips to mainland Europe are ran via the Eurotunnel. For further information about journey times and scheduling please view your bus timetable for your booked trip.

Furthermore, please note the passport, visa, foreign currency and health regulations. You can find information about these regulations with the Federal Foreign Office or with the German Federal Police (or via telephone at: +49 0800 6 888000).

Please also note the respective customs regulations. For questions regarding the respective German customs regulations, please refer to the Central Information Unit of the Customs Administration (enquiries.english@zoll.de or, for business inquiries, to info.gewerblich@zoll.de).

   
Can I obtain a discount for travels within Denmark?

Students, children, and senior citizens can obtain cheaper prices than the regular prices when travelling within Denmark. Please be aware that if you choose to book and travel on such a discounted price, the bus driver will require valid ID to be shown upon boarding.

Students: The student discount applies to enrolled students with a valid student ID. Accepted IDs are the following:

  • Valid student ID with picture and with expiration date
  • Valid student ID with picture and with enrollment paper issued within the last 12 months
  • Valid youth card (Danish Ungdomskort, issued by Trafikselskabet NT, Midttrafik, FynBus, Sydtrafik, DSB or Movia)
  • Valid ISIC student card

Senior citizens: The senior citizen discount applies to people older than 64 years old, and people receiving pension according to Danish law on social pension. Accepted IDs are:

  • Valid ID showing age above 64 years old, such as health insurance card, driver license or passport
  • Danish pension statement issued by a Danish municipality (pensionmeddelelse) together with ID such as health insurance card, driver license or passport

Children: The children discount have two categories: a) children below 12 years old b) children below 16 years old. In cases of doubt, children need valid ID that confirms their age. Accepted IDs are

  • Danish (yellow) or international (blue) health card
  • Passport

Please be aware that tickets ordered in the children, student and senior categories are valid only with the above mentioned ID. If the required ID cannot be shown to the driver, your discount ticket is not valid, and new regular ticket is required in order to board the bus.

Danish soldiers under compulsory military service can travel for free by presenting the appropriate documentation and ID of such service. A seat booking is necessary, and the reservation must be done at customerservice@flixbus.co.uk.

   

You can by our gift cards online in our Fanshop. We apologise for any inconvenience but our Fanshop is currently only available in German. Please contact our service team if you have any questions or queries.

Here you can choose from different values by simply clicking on 'Gutscheine.' All gift cards are redeemable via our online booking shop. For further information about our gift cards and a step to step guide on how to purchase them please visit our gift card page. 

   

Yes, you can. Take a look at current offerings at FlixBus Charter. You will see the price right away, making it quick and easy to book. Our bus chartering service guarantees you complete flexibility and comfort while you travel sustainably. 

   
I would like to create a FlixBus customer account, what do I need to do?

You have two options: Either simply register on our login page or do so while booking.

On the login page, enter your email address and then you will receive an email with a verification link - this can sometimes take a few minutes. Then, simply enter your name and password and your FlixBus customer account is completely activated.

If you would like to create your account while booking, simply check the box in the corresponding field on the payment page. When the booking is complete, a verification email is automatically sent to the email address provided while booking.

By the way, you can link your Facebook account with your FlixBus customer account via email after registering.

   
I would like to log in using Facebook, what do I need to do?

You can also “link with Facebook” on the login page or the passenger information page; you need only to agree on the new window that opens. Required: You are already logged in to your Facebook account. Then you are completely registered and will also receive a confirmation email. There is nothing else to do.

We will not, of course, post anything to your Facebook timeline.

   
I would like to log into the app. Why can’t I?

We are currently working on allowing you to also log in on our FlixBus app.

Until then, use the app’s option to add your ticket via QR code scan and save your payment information there.

   
I forgot my password to my FlixBus customer account / I am unable to log in

You can reset your password so that you are able to quickly access your information despite forgetting your password.

   
My account has not been verified yet, but I can't find the confirmation email anymore?

If you haven't verified your account yet or haven’t received the confirmation email yet, you can have the email resent to you.

   
What should I know about the FlixBus customer account?

It is super useful being able to save your payment methods to your customer account! This makes your booking with us much quicker since you do not have provide all of your information every time you book.

If you are logged in, you can agree to save your payment information simply by checking a box. All of your tickets are listed in your customer account under “My Bookings” after confirming registration with your email address.

Of course, you can also make bookings for other people - family or friends - but make sure that you have entered the correct passenger name.

Your personal information and payment data are in safe hands with us, needless to say. We do not send any information to third parties. You can find more about this by viewing our data protection guidelines.

During your journey and on the coach:

   

To board a bus, you need a printed or electronic copy (either a .pdf file or a QR code) of your booking confirmation. The easiest way is to simply present your ticket directly using the FlixBus app. Please note that, for travel into another country, will need to have all of the necessary documents and identification to cross the border with you.

You will receive the booking confirmation at the end of the booking process in printable form as well as per email (please look in your spam folder). If a ticket is bought from the bus driver, the receipt also serves as the ticket/booking confirmation.

   

For all information, guidelines and additional costs with regards to bringing baggage on our coaches, you can read our full baggage policy.

On your journey you may transport one item of carry-on luggage and one item of luggage for free . Please label your baggage with your name and address.

Carry-on luggage: one piece of baggage that does not exceed the measurements of 42x30x18cm and a maximum weight of 7kg. All valuables should be carried as carry-on baggage.

Luggage: Luggage is limited to 1 item with a maximum size of 80 x 50 x 30 cm. Slight deviations are permitted as long as the total size of the luggage doesn't exceed a height, width and length of 160 cm. You may transport a maximum of 20 kg of luggage per person for free.

Additional hold baggage: Depending on available capacity, a second item of luggage (additional baggage) can be transported per person. It must not exceed the dimensions for luggage, and may not weigh more than 20 kg. This additional baggage item costs €2 and must be declared either during the booking (if possible for the journey) or after the booking. In the latter case this may be registered and confirmed at the earliest 48 hours before departure of the bus with customer service: +44 178 829 8784*. There is no general entitlement to the transport of more than one item of luggage.

Special baggage: For an item that is larger than the dimensions for luggage, you must pay a fee of €9. This luggage may not exceed a total circumference (height in cm + width in cm + depth in cm) of 240 cm, or a weight of 30 kg. In addition, this special baggage item must be declared either during the booking (if possible for the journey) or after the booking. In the latter case this may be registered and confirmed at the earliest 48 hours before departure of the bus with customer service: +44 178 829 8784*. Special baggage are ski equipment and musical instruments (transportation in a protective case is recommended). Special rules apply with the transportation of bicycles and orthopoedic aids. Some items are excluded from transportation.

For more information about the rules and regulations of the transportation of baggage on board our coaches please see our T&C’s.

   

We recommend specifying additional and special baggage during the booking process. If a situation arises in which you would like to retroactively add baggage to your booked trip, we provide you with two options:

1) You can cancel your trip up to 15 minutes before departure on our website under "Cancel/change booking" or at our ticket outlets/travel agencies and then rebook it with your new desired baggage. The process is described in our FAQ under "Can I change, rebook or cancel my booking myself?".

2) Alternatively, you can declare your additional or special baggage for a booked trip via telephone to our customer service. In this case, transportation will depend on the free capacity of the bus. The bus driver handles payment.

   

On many of our coaches you may bring your standard sized bicycle without any superstructures and weighing no more than 25kg on board. These can be added to your trip during the booking process for an extra fee of £7 per bike. When selecting the amount of passengers you would like on your booking, you can also select the amount of bicycles that you would like to take on board.

The bike racks on our coaches safely transport your bicycle. In special cases, carriage is only possible in suitable bags in the luggage compartment (such as, with a folding bike). In this instance you must call our customer service team in advance to register your bicycle on: +44 178 829 8784.

If you wish to bring an electric bicycle on one of our coaches you must also contact our customer service team in advance: +44 178 829 8784.

   

You may bring your musical instrument on board with you. If your musical instrument...

... does not exceed the hand luggage dimensions and maximum weight (42x30x18cm, 7kg) it can be stowed in the passenger luggage compartments on board free of charge. This will take the place of a regular piece of hand luggage so you may only store your hand luggage or your musical instrument in the passenger luggage compartments on board.

... does exceed the hand luggage measurements stated above it is considered as special baggage and must be stored in the hold luggage compartments in an appropriate transportation case. Each item will cost an additional fee of £7 and must be registered no earlier than 48 hours before your departure time over the telephone with our customer service team: +44 178 829 8784.

... exceeds the dimensions of 135x48x35cm then it cannot be transported on our coaches (e.g. double basses).

For further information about bringing your musical instrument, and all other luggage on board please read our baggage policy.

   

For safety reasons we do not allow any pets or animals on board our buses. With the exception of guidance and assistance dogs who are accompanying a disabled passengers, upon presentation of the appropriate certificates. Guidance and assistance dogs are transported free of charge and must be registered at least 36 hours before your departure via our service hotline: +44 178 829 8784.

   

Our coaches travel on scheduled routes and are therefore tied to a strict timetable. Therefore it is not possible for our drivers to wait for any late passengers under any circumstances. We recommend that you give yourself plenty of time and arrive at your bus stop at least 15 minutes before your departure time.

   

Unfortunately it is not possible to board or leave the coach at a different location than the one that you have booked. This also applies to different bus stops in the same city. You can, of course, change the location or destination of your coach trip on our website in order to board or leave the bus at your desired bus stop. To change your coach journey please visit our cancel/change page

Please note that on some routes of a distance less than 50km and one hours driving time there is an operating ban and therefore we are not permitted to sell tickets for these journeys. It is not permitted to board or exit the coach at these stops, and the connections are not available for booking. We kindly ask for your understanding.

   

All of our coaches are equipped with air conditioning, an on board toilet, reading lamps and comfortable seats with extra legroom. There are also refreshments, free Wi-Fi and on some of our coaches you will find plug sockets and a media centre with films and music on demand. Please visit our services on board page where you can see all of the services that we provide on our coaches. 

Please note: our Wi-Fi is currently undertaking a trial period. Therefore, it may happen that you are temporarily without our Wi-Fi service during your coach journey as you are in an area that is not accessible via wireless coverage or that it is not possible for all our passengers to use the Wi-Fi simultaneously. In rare cases, our free Wi-Fi and on board plug sockets may not be available, e.g. if replacement buses are used or if you have purchased one our journeys that are ran by our partners. This could be the case for routes operated by the following partners: Autobus Oberbayern GmbH, Allgäu Airport Express GmbH, Bohr Omnibus GmbH, Dr. Richard Linien GmbH & Co KG und Publicexpress GmbH.

   

On some of our journeys there are scheduled breaks that comply with the driving and rest periods of each journey. Principally, our aim is to take you to your destination as efficiently as possible, so we do not offer extra breaks. You can purchase low cost snacks and drinks from your coach driver and can use the on board toilet when necessary. This means that even on our longer routes it is not necessary to make additional stops.

Smoking on board our coaches, including electronic cigarettes, is strictly forbidden. However, you may leave your coach at the scheduled stops for a “cigarette break.“ Please inform your coach driver before you leave the coach and do not go too far away from the coach during the breaks/stops as the coach driver could leave without you! Just ask your driver how long the coach will wait for. 

   

On all of our coaches there are seatbelts. Every seat is fitted with a seatbelt and must be fastened for the duration of your journey.

Luggage, additional luggage, and bulky luggagee will be transported in the baggage compartment of the bus. Your bus driver will ensure efficient and safe loading of your luggage. You should stow your carry-on luggage safely in the compartments above the seats. Please see our luggage policy for further information.

Your safety is our first priority. All of our vehicles and electronic equipment on board our coaches are CITA tested and regularly serviced. All of our drivers are specialised in passenger transportation and receive regular training. Our drivers must, without exception, strictly comply with the legally required rest periods and driving times. Therefore it may be the case that two drivers on our board for our longer journeys, or there are scheduled breaks. If there are delays in the travel schedule unplanned interim breaks may be required in exceptional cases. We thank you for your understanding.

Please visit our safety page for more information about safety on our coaches.

After your journey:

   

If you have lost or found something on board one of our coaches, just complete our lost & found form or call our customer service team on: +44 178 829 8784. We will help you as soon as we can.

Can't find the answer to your question?

Simply complete our contact form and let us know your concern here. We'd be happy to help you! You can reach us 24/7 via our service hotline: +44 178 829 8784