The money is held as collateral
Although the voucher is easy to use, money is even more convenient. You can't always be sure that you'll need a ride from the company within a year. The procedure also ties the consumer's money to the company for use. Money is wasted if there is no need to travel.
Does the passenger really have the right to demand the money back to their account?
EU law and corporate liability
Bus passengers' rights (EU Regulation 181/2011) are clear when the problem is caused by the company. If FlixBus cancels a trip or the bus is more than two hours late, the passenger has a legal right to choose either re-routing or a refund of the ticket price in cash.
Gray area: when you cancel the trip yourself
When a passenger voluntarily cancels a trip, it enters a legal gray area. I myself have tried once to get a refund in cash.
FlixBus refers to its terms and conditions, which state that compensation is given only as a voucher.
Consumer authorities, such as the European Consumer Centre (ECC), often disagree, however. The basis for this is the EU directive on unfair contract terms.
How do I get my money back?
I have looked into the matter: experience has shown that FlixBus only makes exceptions when authorities intervene. If the company refuses a monetary refund, the passenger should fill out ECC's complaint form.
You can get the money once the authorities have contacted the company's office in Germany.
Satu-Mia Seväkivi did not accept a voucher, but wanted a refund in cash:
– I contacted customer service several times, which was like trying to knit wool socks out of iron wire.
So I contacted the EU Commission’s “consumer agency.” There is a form on the page that needs to be filled out.
– From the menu, I selected FlixBus and the German office. You can also attach files to the application. The agency then contacts the relevant company, which must get in touch with the consumer. There is 90 days to reach a “settlement,” but I personally received an email from FlixBus within a couple of days saying that the refund was now being processed and the voucher had been voided.
FlixBus voucher or money back – is the right to a monetary refund just a myth?
A common problem for many FlixBus passengers: when travel plans change, the company offers a voucher valid for a year as compensation. You can also get a cash refund if you’re persistent.
