My husband and I recently took a trip to Europe. We prefer train as our primary mode of transportation but after an issue with one of our tickets, we decided last minute to try Flixbus despite the awful reviews it had. We both assumed most people review when they're mad/disappointed, so it was probably a little biased. Boy was I wrong! So very, very wrong. We arrived to our bus stop FORTY FIVE MINUTES EARLY because we were already at the departure train station. Since we'd never used a bus service before we wanted to be sure to be early and the first ones to check in (which starts 15 minutes before departure. We spoke to every bus driver, asking about how the buses work and verifying their destination wile trying to locate our bus). We asked our bus driver specifically if he was our bus driver. He didn't speak a word, he just rudely shook his head no and physically turned his back to us. Whatever.. I'm not that concerned with rude people so we went about our business. Our bus was scheduled to leave at 2:45 pm so by 2:30 we were quite concerned by the fact that our bus was not there yet so I called Flixbus. I was connected to a representative THIRTEEN MINUTES BEFORE DEPARTURE TIME and she (sounding very confused) told me the bus had already left because 90% of the passengers were on board. Excuse me, WHAT THE WHAT?! Not only did they leave early, we specifically asked the bus driver if it was him (twice! We also attempted to flag him down as he started to pull away- he rudely waved his hands at us while shaking his head no) and he lied to us. The lady on the phone did her best to help us but eventually said she'd have to send it up the chain and to call back in 15 minutes. So we did. I was connected with a different representative this time. He was polite and responsive at first but flat out lied to me multiple times and eventually became rude. (Just FYI, I always try to be polite even in stressful situations like this. Obviously it's not the representatives fault and they're only trying to help). He proceeds to tell me the driver didn't leave until 2:39 (STILL BEFORE DEPARTURE TIME) and that we should've already been at the bus stop for check in (which we obviously were). We were offered a voucher, minus 30£ in cancellation fees. Um, excuse me? I was on the phone with a representative at 2:33 and she told me the driver had already left! He says he would double check with the driver and get back to me... He then comes back and says "the driver verified he didn't leave until 2:46, which is actually one minute after your departure time". Okay, so now the departure time of the bus has changed for the third time? I reiterated the fact that I was on the phone with a Flixbus rep 14 minutes before this supposed departure time and she told me she could clearly see he'd already left the station. He again offers me this BS voucher minus fees, which I'm obviously not accepting. To make a long story short, he continues to "double and triple check" the info (which was the word of the bus driver) and continues to offer me the ridiculous voucher, refusing to acknowledge my questions about time stamps for conversations with reps on their end and dismissing my offers for my own recording, time stamps, and even a photo of the bus leaving with a time stamp on it. I'd read multiple accounts of Americans being screwed over by Flixbus drivers and I assumed they were isolated cases. Unfortunately I was wrong and we were treated very poorly by the middle eastern driver, along with Flixbus reps (aside from the first one I spoke to). I have no doubt in my mind the second we spoke English that driver he decided he didn't want us on his bus. In the end, I'm glad we didn't take the bus. I'd rather be left at the station than treated badly for 10 hours, as other reviewers have. We have disputed this charge with our credit card company and thanks to my time stamped calls, photos, and recordings we were fully reimbursed. It was blatantly obvious we were not in the wrong here, Flixbus and their racist driver was. I was already hesitant to use this company and this only confirmed my gut feeling. I will never use Flixbus ever again, and I will tell everyone I know or meet the same! I sincerely hope this business is either bought out by someone who cares, or goes belly up ASAP! BEWARE OF FLIXBUS! SAVE YOURSELF THE HEADACHE AND PAY A LITTLE EXTRA FOR A RAIL TICKET!