| Information |
Why it helps |
| Booking number |
Required for trip lookup and lost-item status |
| Passenger name and booking email |
Used for verification |
| Connection number |
Needed for lost luggage and route-specific issues |
| Departure and arrival stops |
Helps confirm the trip and delay |
| Departure date and time |
Needed for refund, cancellation, or delay review |
| Voucher code |
Needed for cancellation or refund-voucher questions |
| Screenshot of Trip Tracker or delay notice |
Useful when status does not match what happened |
| Photos of damaged baggage |
Needed for baggage damage reports |
| Item description |
Required for lost-and-found searches |
| Contact email and phone |
Lets the lost-item or support team follow up |
For lost luggage, FlixBus says the booking number is the 10-digit number on the PDF ticket, and the connection number is the 3-4 digit code next to the bus icon.
Changes, Cancellations, and Vouchers
FlixBus says you can cancel a ticket up to 15 minutes before departure and receive a full or partial refund in the form of a voucher. The refund amount depends on how far in advance you cancel.
For booking changes, use Manage My Booking. FlixBus delay guidance says trips can be rescheduled up to 15 minutes before departure, but price differences and modification fees may apply.
If you cancel close to departure, expect a lower voucher value or cancellation fee. If the bus is delayed or canceled by FlixBus, use the delay/cancellation help path rather than the voluntary cancellation flow.
Delays, Missed Connections, and Alternative Transportation
If your bus is late, check Trip Tracker first. FlixBus delay guidance says that when a bus is delayed by less than 2 hours, compensation or reimbursement does not generally apply, though you can still reschedule in Manage My Booking up to 15 minutes before departure.
If the departure delay eventually exceeds 2 hours, FlixBus says European Passenger Rights may apply. Use the relevant help topic and contact form for refund or reimbursement review. If FlixBus offered alternative transportation by message or you missed a connection because of a FlixBus delay, include the message, booking number, receipts, and route details.
For urgent safety or emergency situations at a stop or onboard, contact local emergency services or station staff first. Customer support is not a substitute for emergency assistance.
Lost Luggage and Baggage Problems
FlixBus says to report lost items through the online form and choose subject Luggage, then Reporting a lost luggage. The lost-item article says phone and chat agents cannot report lost items on your behalf, speed up the search, or access whether the item has been found.
Submit one form per missing item and include:
- booking number
- connection number
- clear item description
- where the item was stored
- trip date and route
- contact details
FlixBus says its team will email updates and that if an item is not located, you may receive an email around 2 weeks after reporting the item. You can check the status with the Lost & Found status form using your booking number.
For baggage damage, report the damage to the driver and customer service, and attach pictures of the damaged luggage. FlixBus baggage guidance recommends labeling stored bags and keeping valuables, identification, and electronics with you in a small bag.
Use this script:
"I need help with a FlixBus trip. The booking number is [number], the connection number is [number], and the route was [from/to] on [date/time]. The issue is [booking change, cancellation, refund voucher, delay, missed connection, lost luggage, baggage damage, payment, or privacy request]. I have [screenshots, receipts, photos, voucher code, or prior case number]. Please confirm the correct process, current status, and next step in writing."
Helpful questions:
- "Should this be handled through Manage My Booking or a contact form?"
- "Does this cancellation issue generate a voucher or another refund method?"
- "Does the 2-hour delay threshold apply to this trip?"
- "Which receipts or proof should I attach?"
- "Can I check the status with my booking number?"
- "Should I submit a lost-item form or wait for an existing case update?"
- "Can you provide a case number?"
