FlixBus
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Extremely Disappointing Experience – Overcharged and Treated Rudely
I recently traveled with Flexibus from Newcastle to London Victoria, and it was my first—and definitely last—time using their service. From the start, the driver repeatedly insisted I pay extra for my bag, without even a greeting or explanation. My bag was well within the allowed size and weight (and smaller than other passengers’ luggage), but he refused to listen and demanded £12, which I had to pay on the spot with no receipt provided. I was in a rush to catch a flight, so I had no choice but to comply. After my journey, I contacted Flexibus customer service with proof of my bag’s size, the bank transaction, and their own luggage policy (which even shows the extra charge should have been much less). The agent I spoke to was extremely rude and dismissive, simply repeating that they couldn’t help because I didn’t have a receipt. When I asked to escalate the issue to a manager, I was flatly refused in a very rude and disrespectful way. I travel frequently and have never had such a negative experience with other companies like National Express—my bag is always accepted, even by airlines. The lack of professionalism and respect, from both the driver and customer service was shocking. Overall, this was a terrible experience. I felt overcharged, scammed, and completely disrespected. I will never use Flexibus again and would strongly advise others to be cautious.