1 Application of these General Conditions of Carriage
These terms and conditions of carriage apply to the carriage of passengers on the FlixBus Inc., hereinafter named FlixBus, long-distance bus network. The vehicles are used for the carriage of passengers.
There is an entitlement to carriage provided a contract of carriage has been entered into.
If the carriers are cooperation partners, then only their individual General Conditions of Business and Special Conditions of Carriage apply. These can be inspected on the cooperation partners’ websites.
The booking confirmation (see clause 2.1) entitles the passenger to a journey between the start and destination indicated on the ticket. A later boarding or earlier disembarkation is not permitted due to legal regulations.
If a journey is booked when on board a vehicle, an obligation to convey shall only exist in the event that sufficient seating is available for the entire journey.
In the case of request stops, an obligation to convey only exists in the event that a journey was booked from or to this stop within the corresponding advance booking deadline. Request stops are indicated as such in the respective schedules. The corresponding advance booking deadlines can be found in the relevant schedule.
2 Tickets/Carriage Charges
The stipulated carriage charges must be paid in return for carriage. For this purpose, tickets are issued by FlixBus Inc., herein after referred to as FlixBus. The booking confirmation, either printed out or displayed in electronic form (PDF file), and a valid official photo identification shall be deemed to constitute a ticket. A ticket is generated for each person and each journey. Connections with transfer are considered as one trip. The first and last name of the passenger and, if applicable, the date of birth must be provided during the booking process. The passenger’s name is matched with the booking list that is displayed on the cell phone of the driver or bus station staff based on the current booking situation to determine whether there is a claim to carriage. This is done preferably by scanning the tickets.
The passenger must make a booking prior to departure. Access to the passenger compartment in the vehicle is only permitted with a valid booking confirmation.
Journeys may be booked online at the web portals, via the mobile smartphone apps of FlixBus, via telephone, in partner agencies and at some staffed bus stations. It is only possible to book on board the vehicles if there are still enough seats available for the entire journey. As a result, advance purchase (Internet, App or an agency) is recommended.
A booking confirmation (order data) is saved, can be retrieved via the web portal and can also be sent to the passenger by email if necessary.
Each passenger holding a valid ticket shall be entitled to a seat. Passengers with children and persons with impaired mobility are given priority in the selection of non-reserved seats.
Online Ticket Purchase:
The representation of products in the online shop, accessible via the internet and the smartphone app, shall not constitute a legally binding offer, but rather a non-binding online catalog which prompts potential passengers to submit offers. By clicking the “Book”/“Pay” button, a binding order for the goods in the shopping cart is placed. A ticket is generated for each person and each journey. Connections with transfers (interconnections) are treated as one journey. Confirmation of receipt of the order shall be issued immediately upon submission via an automatic e-mail confirmation. The contract for carriage shall not be deemed to have been concluded until FlixBus has accepted the order by issuing an acceptance confirmation. This confirmation of acceptance may be issued with the automated e-mail confirmation or separately at a later stage.
Current technology means that data communication via the internet cannot be guaranteed in an error-free and/or permanently accessible manner. It is not possible to develop and operate computer programs (software) and data processing systems (hardware) in a completely flawless manner and exclude all unpredictable factors which may occur in conjunction with the Internet medium. As a result, FlixBus shall not assume any guarantee for the constant, uninterrupted availability of its website and technical systems. In particular, due to the technical characteristics of the Internet, a permanent availability of the booking options on the Internet cannot be guaranteed. There shall be no entitlement to any savings or discounted prices if, due to technical problems, the system is only available again at a later point in time (e.g. advanced selling period).
It should be noted that the statutory provisions regarding cancellation rights in the case of distance contracts shall not apply as far as contracts of carriage concluded online by way of distance selling are concerned, and in the case of which the operator undertakes, upon the contract’s conclusion, to perform the service at a specific time or within a stipulated time period. This contrasts with the online mail order business. Our conditions concerning cancellation remain, however, unaffected by the above.
Staff operated Sales Offices:
Sales agencies, ticket outlets and the customer service department of FlixCompanies may charge a service fee to complete a booking or cancellation.
There shall be no entitlement to book all price brackets or price quotas in connection with any particular form of booking. Savings and promotional prices in particular are only partly bookable on-line.
Specific booking conditions apply to reduced fares. The publication of fare conditions regarding the individual routes shall be decisive in this regard.
3 Invalid tickets
The passenger is required to show both the ticket and a valid photo identification when asked to do so by employees of FlixBus during random ticket checks for the purpose of checking the validity of the ticket.
4 Increased Carriage Charges
Passengers shall be obliged to pay an increased carriage charge in the event that they are found to be traveling on board a vehicle and have failed to book a seat on the journey in question, either in advance or upon boarding the vehicle.
Passengers who, upon inspection, are found to have failed to make a valid booking, shall be obliged to provide their correct personal details and to identify themselves upon request.
The increased carriage charges shall amount to twice the usual fare for the distance traveled by passengers, but at least $60, plus the fare for the remaining distance to the destination traveled by passengers. If passengers are unable to verify the distance traveled, the starting point of the route is used for the calculation of the increased carriage charges.
The increased carriage charges must be paid immediately, or, in other cases, 2 weeks at the latest after receipt of the payment request in text form. Upon expiry of this deadline a processing fee of $5 will be charged for each written request for payment, provided that the passenger cannot prove that no, or lower, processing costs were incurred. FlixBus reserves the right to take further measures pertaining to further civil and/or criminal proceedings.
Amendments to the approved and published travel times, dates, routes and fares on the grounds of good cause, in particular for the implementation of decisions of the licensing authority, are reserved.
If the routes published in the schedule are marked with the reference “subject to official approval”, the licensing procedure required for the inclusion of the respective transport links in the published schedule has not yet been concluded for the routes in question (connection, stop, day of travel, fare, etc.).
Schedule amendments which take effect after the contract’s conclusion and for which the carrier is not responsible (e.g. long-term effects of natural catastrophes or permanent building sites) shall not entitle passengers to assert compensation claims as long as these amendments deviate only insignificantly from the originally agreed departure and arrival times, i.e. up to a maximum of 2 hours. Substantial schedule amendments shall entitle passengers to withdraw from the contract of carriage free of charge.
To do this, passengers are requested to either contact customer by service hotline:
+1 855 626 8585 (-> Not all international calls are toll free. Rates for calls from a cell phone may be higher than calls from a landline.) or by Email at firstname.lastname@example.org
. Passengers should not have commenced travel in these cases. Other passenger rights shall remain unaffected.
6 Travel Commencement
Passengers are recommended to reach the departure point 15 minutes prior to travel commencement.
Claims for carriage and the booked journey may be otherwise assigned in the event that passengers are not present at the scheduled departure time and place for the route booked.
If passengers are notified via SMS, e-mail or other written format of a delay in travel, then a claim for carriage in the event of passengers’ absence shall only lapse with effect from the delayed travel time specified in the SMS or e-mail.
The passenger’s name is matched with the booking list that is displayed on the cell phone of the driver or bus station staff based on the current booking situation in order to determine whether there is a claim to carriage. This is done preferably by scanning the tickets. In special cases, the passenger must identify him-/herself to the driver and service staff on request by submitting the printed or electronic (as PDF file) presentable booking confirmation, as well as a valid government-issued photo ID (identity card, passport or similar).
As a general rule, the published scheduled services are direct connections. In some cases a transfer may be necessary.
If a transfer is scheduled, FlixBus guarantees passengers’ continued carriage to their booked destination. FlixBus offers substitute transportation if a shuttle bus is unable to wait for a delayed connecting bus in exceptional cases. In some cases, this may take the form of motor buses operated by other companies, cars or railroad. Claims to a particular form of transport shall not be recognized. In the event the destination is a long distance away or no reasonable alternative connections are available, making it necessary to resume the journey the following day, passengers are offered free accommodation in a mid-range hotel.
The regulation described above shall apply only in cases in which passenger bookings with FlixBus feature direct connections. If passengers book individual routes and combine these to form a journey involving transfers, they shall bear the risk of missing a connection. Claims for substitute transportation or hotel accommodation shall not exist in these cases. However, FlixBus or FlixCompanies shall make every reasonable effort to inform passengers of alternative connections.
Transferring to transport services not operated by FlixCompanies cannot be guaranteed.
8 General Passenger Obligations
Instructions issued by driving and accompanying personnel must be obeyed.
Driving and dispatch personnel shall be authorized to exclude persons from travel if they are obviously intoxicated or under the influence of drugs. The same shall apply to passengers who compromise the safety of their fellow passengers for other reasons or significantly impair the well-being of the latter. Claims to substitute transportation shall not exist in these cases.
Smoking on board the bus is not permitted. This prohibition also extends to e-cigarettes.
Passengers shall be liable for damages caused on, in or to the bus in a culpable manner.
Passengers who cause soiling in the bus, either intentionally or as the result of gross negligence, shall be obliged to pay FlixBus a cleaning fee of at least $100, provided that passengers shall be entitled to provide evidence that no damage was caused or that the said damage was considerably less than the aforementioned flat rate.
Carriers may cancel the contract of carriage without notice in the event that despite (verbal) warning, a passenger behaves in a manner so disruptive, that it is no longer reasonable for the carrier and/or the remaining passengers to continue the journey. This shall also apply if the passenger fails to observe objectively justified guidelines (e.g. safety guidelines). In this case, the carrier is entitled to retain the fare.
All passengers shall be obliged to use the seatbelts in accordance with statutory regulations, insofar as the bus is equipped with the same.
During breaks/stops or police checks, bus passengers are to leave the bus if requested to do so by driving and service personnel. Passengers are required to follow the break duration given by driving and service personnel during said breaks. Driving personnel are authorized to continue driving should a passenger not return to the bus after the indicated break time is over, and are not responsible for the absence of a passenger after the indicated break time is over.
9 Specific Obligations of Passengers on International Routes
Each passenger desiring transportation across any international boundary shall be solely responsible for complying with all laws and regulations relating to documents and identity papers, visas, foreign currencies, customs and health. FlixBus is not liable for any consequences due to failure to comply with such laws, regulations, even if these are changed after booking.
Each passenger desiring transportation across any international boundary shall be responsible for obtaining all necessary travel documents and for complying with the laws of each country from, through or to which he desires transportation.
It is recommended to check the entry and travel requirements of the destination country/transit countries by contacting the proper embassies or consulates.
FlixBus is not liable for any consequences if a passenger fails to obtain the necessary documents and identity papers.
Prior to each departure, the passenger traveling from or to an international destination is required to produce on request by the driving and service personnel an acceptable form of government issued identification which incorporates at the minimum the passenger’s full name and photograph. Driving and service personnel shall check that the information on the ticket is identical to the form of identification provided by the passenger.
FlixBus reserves the right to refuse boarding,
- if a passenger does not have in his/her possession any document or identity paper with his/ her full name and photograph on it;
- if a passenger provides a document or identity paper whose information does not correspond to the information on the ticket.
In accordance to Article 9.4, FlixBus is under no obligation to reimburse the ticket in full or in part, or to make any form of compensation.
Checked baggage shall remain unlocked to accelerate customs clearance processes.
Passengers shall be obliged to only carry goods with them which are exempt from customs duties in nature and quantity.
10 Children and Minors
Small children aged between 0 and 3 years may only be conveyed in appropriate child safety seats. During the journey, these must be secured with the seatbelts located on the buses. The child safety seats must be secured with 2-point belts and provided by the adults accompanying the small children in question.
Children under the age of 17 must be accompanied by an adult (17 years or older). In the case of international connections, parents or guardians must ensure to carry all documents and identity cards necessary for crossing the border (see also clause 9.2).
Children shall travel at a reduced fare. This regulation shall apply to children and minors who have not yet reached the age of 15. If an available promotional fare is less than the reduced fare, children shall automatically pay the lower price.
Stroller are conveyed free of charge in case a child is traveling with the passenger, 13.4.
11 Passengers with disabilities or limited mobility
Any traveler who intends to travel in a wheeled mobility device is encouraged to book as far in advance as possible. This is important because seating is limited for all passengers and many trips involve multiple carriers. FlixBus may not be able to accommodate all customers traveling in a wheeled mobility device and each bus is limited to two passengers traveling in a wheeled mobility device. If you have questions or concerns regarding your travel contact FlixBus Customer Service and Assistance Line at +1 855 626 8585.
Traveling with a wheelchair/mobility aids
The maximum weight and size of a wheelchair or mobility scooter that we can accept are:
- Weight including the passenger can range from 600lbs (272kg) to 1000lbs (453kg)
- Wheelchair dimensions of 30 x 48 inches (76cm x 121cm)
- Mobility scooter with dimensions of 30 x 30 x 48 inches (76 x 76 x 122cm)
The transport of wheelchairs and walking aids is for free, 13.5. Each coach has space for the transport of 2 wheelchairs with the size as escribed in 11.2.1, and for one mobility scooter with the size as escribed in 11.2.1. We kindly ask for a registration via telephone in advance to make sure that a transport place is available for the requested ride.
Escorts, mobility assistance and guide dogs
In order to ensure it is possible to transport persons with disabilities or limited mobility, the passenger is encouraged to inform us about his/her needs before booking.
Mobility assistance and guide dogs that must be brought along by persons with disabilities are transported at no additional charge, provided that proof or corresponding certification of the disability has been provided. These animals are not required to wear a muzzle.
Bus stops/Bus stations
FlixBus has no influence over the infrastructural condition of the stops and bus stations visited, or handicapped access for disabled persons. Therefore, FlixBus cannot guarantee for handicapped access for disabled persons. The respective operator of the station is responsible for its infrastructural condition.
Additional Information/rights of disabled passengers
For additional information regarding the rights of disabled passengers please visit https://adata.org/ada-law-regulations-and-design-standards
FlixBus is obligated to provide accessible transportation service to customers with disabilities. If you believe that FlixBus has failed to fulfill this obligation or that you have been discriminated against on the basis of your disability, please contact us in any of the following ways:
12 Seat Reservation
Booking a seat reservation
On some FlixBus journeys, a specific seat (aisle vs. window, row, table) can be reserved at the time of booking with our FlixBus websites, affiliate agencies and ticket offices of FlixBus. Provided that the service is available for the selected journey, a seat can be added to the booking. A fee is charged for this service. The fee for a seat is calculated based on the tariffs applicable on the day the ticket is purchased for the relevant journey. The amount depends on the selected seat category and relation. The seats differ only in their position (e.g. better view, seat at a table).
||Short and medium haul*
* Short and Medium Haul: for distances below 310 mi.
** Long Haul: for distances above 310 mi.
The booking of a seat reservation will be acknowledged with reference to the booking confirmation. Bookings for seat reservations for more than one person are not assigned individually, that is, there is no assignment between the seat reservations and the person booking it.
There is no requirement to make a (paid) seat reservation. If no seat reservation is made, the passenger is free to choose a seat in a defined area when commencing his/her bus journey. In such a case, we cannot ensure that families and groups can sit together. However, we always ensure that every customer has a seat on the bus.
Restrictions on seat reservations
If you do not arrive at the bus on time, you will lose your claim to the seat and carriage. In such cases FlixBus is entitled to assign the ticket to another person. It is therefore recommended that you arrive at the bus stop no later than 15 minutes before departure even if you have a seat reservation.
Generally, only those persons with a seat reservation are entitled to occupy a reserved seat. FlixBus may reassign seats for operational or safety reasons, even after departure. This may occur, for example, when pregnant women, minors, children traveling alone or persons with physical disabilities need to move to another seat and no corresponding seats are free. In such cases the bus driver’s instructions must be followed. Seats may be reassigned without regard to race, religion, skin color, nationality or gender.
If a seat reservation is changed and it is not possible to allocate a seat in the reserved or superior category, the passenger may reclaim the seat reservation fee.
In case of cancellations and delays, the seat reservation fee will be reimbursed.
A refund will not be given if the passenger did not travel or the seat was allocated or purchased free of charge.
Cancellations and Transfers
The seat reservation fee is refundable when a journey is canceled or rebooked, unless the seat was allocated free of charge. The provisions of the booking terms and conditions apply. If a journey is canceled, seat reservations may be transferred to other persons in the same reservation.
13 Carriage of Goods
The baggage transported as part of the fare is limited to one free item per passenger, with a maximum size of 31 x 20 x 12 inches per item. Slight deviations from these dimensions are permitted provided that the total dimensions of the item do not exceed a total height, width and length of more than 63 inches. Each passenger may transport a maximum of 50 lbs of baggage free of charge. Baggage includes suitcases and bags. An exception to this is the transport of trekking backpacks.
In individual cases, within the available capacities, another item of baggage (additional baggage) with a maximum size of 31 x 20 x 12 inches and maximum weight of 50 lbs can be transported for a fee. Slight deviations to these dimensions are also permitted for the additional baggage provided that the total dimensions of the item do not exceed 63 in. For the additional baggage a baggage fee of $10 will be charged. Generally, we cannot guarantee the option of traveling with more than one piece of baggage.
Additional luggage (if possible for the trip, 13.9) must be booked during the booking process.
Passengers are obliged to label their baggage with their name and address for the purposes of correct assignment and return, and especially to avoid mix-ups.
Passengers are responsible for loading their baggage when changing vehicles. Possible assistance from the coach driver will only be provided in exceptional cases and does not justify any claims to the same, unless the passenger in question is handicapped or is an individual with reduced mobility.
Hand baggage is carried free of charge, but is limited to one baggage item per passenger with a maximum size of 16 x 12 x 7 inches and a maximum weight of 25 lbs. Slight deviations from these dimensions are permitted provided that the total dimensions of the item do not exceed a total height, width and length of more than 35 inches.
Passengers shall be required to stow and monitor the hand baggage in the passenger area in a manner which ensures that the safety and proper operation of the bus is not compromised and other passengers are not inconvenienced. Hand baggage should, in principle, be stowed on the baggage racks provided or placed under the seats in front of passengers.
The hand baggage and its contents shall remain in the care of passengers for the duration of the journey and must be monitored appropriately. If any unauthorized access by third parties is observed, the bus driver should be informed. Passengers are requested to check their hand baggage for completeness prior to the end of the journey.
Valuable items, such as cash, jewelry, precious metals, keys, glasses (sunglasses and/or reading glasses), electronic devices (laptops, iPads, tablets, MP3 players, cellphones, cameras), contact lenses, prostheses, medication, important documents (diploma certificates, other certificates, credentials, passports, driving licenses, securities), etc. and fragile objects must be conveyed in hand baggage, not normal baggage, and are subject to the due diligence of passengers.
Should passengers nonetheless choose to place valuable items in their normal baggage, no liability claims shall be accepted. Cases of intent or gross negligence shall be exempted from the above.
As far as the passenger travels with a child, a stroller can also be transported. Strollers shall be conveyed as special baggage (max. one buggy per passenger). Strollers must be collapsible. Non-collapsible strollers shall not be conveyed. Registration by telephone via the customer service hotline 48 hours prior to travel commencement at the earliest is requested.
Strollers are conveyed free of charge.
Wheelchairs/Mobility aids are conveyed for free for the disabled person traveling.
The transport of Bicycles is conveyed on some routes. Bicycles must be of a standard size without attachments and may not exceed a weight of 55 lbs. Tandems, E-Bikes or tricycles are not conveyed.
We recommend that all passengers wishing to take a bicycle book the journey and bicycle spaces well in advance.
The carriage of bicycles is dependent upon the available capacity of maximum five bicycles per bus. There shall be no general claim to the carriage of bicycles.
Transporting bicycles costs $10.99 regardless of the length and ticket price of the route booked. Carriage is on bicycle carriers. In special cases, carriage is only possible in suitable bags in the baggage compartment (e.g., folding bike). In that case, customer service must be notified (c.f. clause 13.1.2).
Items forgotten or left behind in the bus are not covered by insurance. In the event that passengers have left items in the bus, they should fill in the lost and found form on the web portals of FlixBus.
Dangerous substances and objects are not permitted during travel, especially
- explosive, flammable, radioactive, foul-smelling or corrosive substances,
- unpackaged or unprotected items which could injure passengers.
These include, for example, weapons, ammunition and pyrotechnics.
On individual connections different baggage regulations may apply, which then will be pointed out in the booking process.
14 Carriage of Animals
The carriage and transport of dogs and other animals in the long-distance buses is excluded in principle.
The rules specified in 11.2.3 as well as 11.2.4 apply for mobility assistance and guide dogs.
15 Passenger Rights in the Event of Delays or Cancellation
If there is a cancellation or delay, FlixBus or the bus station operator will notify the passengers departing from a staffed terminal of the situation as quickly as possible, and at the latest 30 minutes after the scheduled departure time, and inform them of the anticipated departure time as soon as this information becomes available. FlixBus shall offer all passengers, particularly those departing from non-staffed bus stations, electronic information regarding cancellations or delays. In order to receive this information, passengers must provide the required contact data (e.g. cellphone number).
Should it be reasonable to assume that the departure of the booked journey must be cancelled, or will be delayed by more than 120 minutes or in the event of overbooking, passengers have the following options: (a) to continue their journeys at the earliest possible opportunity on a different route leading to the destination stipulated in the contract of carriage at comparable conditions to those named in the same, or (b) to request reimbursement of the fare and the free return trip with the bus to the place of departure stipulated in the contract of carriage as applicable. Claims for reimbursement of the full, paid fare shall exist both for the parts of the journey completed as well as for those not completed if the passenger is not able to complete the journey in accordance with his/her original travel plans. Reimbursement shall be made in monetary terms within 14 days after receipt of the compensation claim or passengers have been given the choice of (a) or (b), above, unless passengers agree to another form of refund.
FlixBus shall offer passengers free accommodation in a hotel or other form of lodging, as well as help them to organize transport between the bus station and place of accommodation, this applies in the event that a stay of one night or more is required as a result of the journey’s cancellation or delay from a bus station exceeding 90 minutes in the case of journeys with a scheduled length of more than three hours. In such cases, FlixBus shall offer passengers snacks, meals or refreshments proportionate to the waiting period or delay, provided that these are available on the bus or at the bus station or can be procured in a reasonable manner. FlixBus shall limit the overall cost of the accommodation, excluding the carriage costs between bus station and lodgings, to $80 per night per passenger and to a maximum of two nights. The above-mentioned claim to free accommodation in a hotel or other form of lodging shall not apply if FlixBus is able to prove that the cancellation or delay was caused by adverse weather conditions or severe natural catastrophes which compromise the safe operation of the scheduled bus service.
In the event that the vehicle becomes unserviceable during the journey, FlixBus shall offer passengers continued carriage with a substitute vehicle or carriage to a suitable waiting point from whence the journey can be continued.
Further claims arising from harm caused by the cancellation or delay shall not be excluded.
In the event of slight negligence, liability shall only be assumed—except in the case of injury to life, limb or health—if essential contractual obligations are violated. Unlimited liability for intent and gross negligence shall continue to apply.
Liability for collateral damage shall be excluded in cases of ordinary negligence. This shall not apply in cases of intentional or negligent injury to body, life and health.
Liability and level of compensation for damage to baggage shall be limited and excluded as follows:
In the case of damage to baggage items resulting from an accident involving the bus, or loss of baggage items resulting from the same, the level of compensation per damage claim per passenger and baggage item shall be limited to $1,200.
Liability shall be excluded in cases where the loss of baggage items was unconnected to an accident involving the bus, in addition to the mix-up or theft of the same, except in cases of intent and gross negligence.
Liability for damage or further damage resulting from passengers’ failure to pack the baggage items in an appropriate manner shall be excluded, except in cases of intent and gross negligence.
Compensation in the event of damage to wheelchairs and other mobility equipment or assistive devices shall always equate, at a minimum, to the replacement value or the cost of repair of the lost or damaged equipment. In the process, all efforts will be made to procure at least a temporary replacement of the same, which corresponds to the technical and functional features of the lost or damaged wheelchair or other mobility equipment.
The amount of compensation for all other property damage, which is neither accidental damage to baggage nor damage to wheelchairs or other mobility aids or assistive devices, shall be limited to $1,000, unless the property damage is based upon intent or gross negligence.
The limitations and exclusions of liability shall not apply to a statutory mandatory liability without fault or if a no-fault warranty has been assumed in individual cases.
17 Place of Jurisdiction
The place of jurisdiction for registered traders, legal and natural persons who have no general place of jurisdiction in the U.S.A., as well as for natural persons who have relocated or resettled abroad after concluding a contract of carriage, whose domicile or habitual residence at the time the complaint is not known, is Los Angeles.
18 Ineffective Provisions
If individual provisions within these General Business Terms and Conditions of Carriage should be or become entirely or partially ineffective or void, this shall, in principle, not compromise the efficacy of the contract of carriage as a whole.
19 No Discrimination
Reservations, bookings and seating aboard FlixBus vehicles operated in interstate, intrastate or foreign commerce is without regard to race, color, creed, or national origin.