{"id":"flixbus","page":"https://escalate.alexgaoth.com/#/c/flixbus","html":"https://escalate.alexgaoth.com/c/flixbus/","generated":"2026-10-15","company":{"id":"flixbus","name":"FlixBus (Flix Bus, Inc.)","aliases":["flix bus","flixbus inc","flixbus usa"],"sector":"ground_transport","parent":"Flix SE","website":"https://www.flixbus.com","account_url":"https://shop.flixbus.com/rebooking/login","regulators":["fmcsa"],"notes":"Flix Bus, Inc. is a ticket broker for independent bus operators in North America, including Greyhound. FlixBus-branded trips use FlixBus channels (support.flixbus.com, 1-855-626-8585); Greyhound-branded trips have their own phone lines and help center (see greyhound). The operator of a trip is shown during booking.","channels":[{"id":"customer-service-phone","type":"phone","label":"Flix Customer Service hotline","value":"+1-855-626-8585","purposes":["refund_request","accessibility","poor_service"],"notes":"Flix says not all international calls are toll-free.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"FlixBus US help center","value":"https://support.flixbus.com/us/en","access":"open","source":"https://www.flixbus.com/","last_verified":"2026-10-12"},{"id":"manage-my-booking","type":"portal","label":"Manage My Booking (reschedule or cancel)","value":"https://shop.flixbus.com/rebooking/login","purposes":["refund_request"],"access":"login","notes":"Needs the 10-digit booking number.","source":"https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking","last_verified":"2026-10-12"},{"id":"lost-item-page","type":"portal","label":"Report a lost item (help article with the lost item form)","value":"https://support.flixbus.com/us/en-us/reporting-and-tracking-lost-items","purposes":["lost_baggage"],"source":"https://support.flixbus.com/us/en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"contact-form"},{"rung":"regulator","regulator":"fmcsa","note":"Interstate bus carrier."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Terms of purchase require individual AAA arbitration, except personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief."}],"playbooks":[{"issue":"refund_request","summary":"Your own cancellation gives a voucher; a cancellation by FlixBus gives a money refund on request; claims must be filed within 3 months.","evidence":["10-digit booking number","departure time","delay or cancellation notice","payment method"],"steps":[{"do":"To cancel, use Manage My Booking up to 15 minutes before departure. Bookings made by mistake can be cancelled free within 60 minutes after booking.","channel":"manage-my-booking"},{"do":"If the departure is delayed more than 2 hours, do not take the ride if you want money back; reschedule free or request a refund."},{"do":"If FlixBus cancelled the bus, choose a monetary refund to the original payment method."},{"do":"File the claim through the contact form within 3 months of the booked travel date.","channel":"contact-form"},{"do":"If the refund owed is not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Voluntary cancellation gets a voucher for a percentage of the ticket price: less than 2 days before departure 20%, 2 to 6 days 40%, 7 to 29 days 70%, 30 days or more 100%. Booking and service fees are non-refundable; seat reservations and excess baggage are refunded at 100%.","issues":["refund_request"],"source":"https://www.flixbus.com/service/change-cancel-a-booking/cancellation-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A booking can be cancelled free of charge up to 60 minutes after completing it.","issues":["refund_request"],"source":"https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If FlixBus cancels the bus, the passenger can choose a monetary refund to the original payment method within 7 working days; delays under 2 hours carry no compensation.","issues":["refund_request"],"source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"kind":"policy","claim":"For involuntary cancellations, monetary refunds are offered only for payments made by cash, card, PayPal or Google Pay; vouchers are always available.","issues":["refund_request"],"source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under FlixBus passenger rights, claims and requests must be submitted within 3 months of the booked travel date.","issues":["refund_request","poor_service"],"source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Add the wheelchair during booking; use the contact form for anything else.","evidence":["booking number","date and route","what assistance was booked","what happened"],"steps":[{"do":"Add the wheelchair during booking; no separate contact with Customer Service is needed and no booking deadline applies."},{"do":"For other needs or a complaint, use the contact form with Subject \"Passengers with Disabilities\".","channel":"contact-form"},{"do":"Escalate to FMCSA if FlixBus does not resolve it.","regulator":"fmcsa"}],"facts":[{"kind":"policy","claim":"FlixBus says mobility aids can be transported free of charge.","issues":["accessibility"],"source":"https://support.flixbus.com/us/en-us/traveling-with-reduced-mobility","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Flix Bus, Inc. terms (dated 07/13/2026) require binding individual AAA arbitration under Texas law, excluding personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief; written notice of a damages claim must be received within 90 days of the event.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"FlixBus says its AI assistant \"Flora\" and agent chat are available from the help center for claims and complaints.","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}],"known_blockers":["Voluntary cancellations are refunded only as vouchers.","help.flixbus.com is a Salesforce site that may not render for automated fetches."],"official_domains":["flixbus.com"]},"playbooks":{"refund_request":{"company":{"id":"flixbus","name":"FlixBus (Flix Bus, Inc.)","sector":"ground_transport","website":"https://www.flixbus.com","account_url":"https://shop.flixbus.com/rebooking/login"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Your own cancellation gives a voucher; a cancellation by FlixBus gives a money refund on request; claims must be filed within 3 months.","evidence":["10-digit booking number","departure time","delay or cancellation notice","payment method"],"steps":[{"do":"To cancel, use Manage My Booking up to 15 minutes before departure. Bookings made by mistake can be cancelled free within 60 minutes after booking.","channel":{"id":"manage-my-booking","type":"portal","label":"Manage My Booking (reschedule or cancel)","value":"https://shop.flixbus.com/rebooking/login","purposes":["refund_request"],"access":"login","notes":"Needs the 10-digit booking number.","source":"https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking","last_verified":"2026-10-12"}},{"do":"If the departure is delayed more than 2 hours, do not take the ride if you want money back; reschedule free or request a refund."},{"do":"If FlixBus cancelled the bus, choose a monetary refund to the original payment method."},{"do":"File the claim through the contact form within 3 months of the booked travel date.","channel":{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}},{"do":"If the refund owed is not paid, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Flix Customer Service hotline","value":"+1-855-626-8585","purposes":["refund_request","accessibility","poor_service"],"notes":"Flix says not all international calls are toll-free.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"FlixBus US help center","value":"https://support.flixbus.com/us/en","access":"open","source":"https://www.flixbus.com/","last_verified":"2026-10-12"},{"id":"manage-my-booking","type":"portal","label":"Manage My Booking (reschedule or cancel)","value":"https://shop.flixbus.com/rebooking/login","purposes":["refund_request"],"access":"login","notes":"Needs the 10-digit booking number.","source":"https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Voluntary cancellation gets a voucher for a percentage of the ticket price: less than 2 days before departure 20%, 2 to 6 days 40%, 7 to 29 days 70%, 30 days or more 100%. Booking and service fees are non-refundable; seat reservations and excess baggage are refunded at 100%.","issues":["refund_request"],"source":"https://www.flixbus.com/service/change-cancel-a-booking/cancellation-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A booking can be cancelled free of charge up to 60 minutes after completing it.","issues":["refund_request"],"source":"https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If FlixBus cancels the bus, the passenger can choose a monetary refund to the original payment method within 7 working days; delays under 2 hours carry no compensation.","issues":["refund_request"],"source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"kind":"policy","claim":"For involuntary cancellations, monetary refunds are offered only for payments made by cash, card, PayPal or Google Pay; vouchers are always available.","issues":["refund_request"],"source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under FlixBus passenger rights, claims and requests must be submitted within 3 months of the booked travel date.","issues":["refund_request","poor_service"],"source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"kind":"policy","claim":"Flix Bus, Inc. terms (dated 07/13/2026) require binding individual AAA arbitration under Texas law, excluding personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief; written notice of a damages claim must be received within 90 days of the event.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"FlixBus says its AI assistant \"Flora\" and agent chat are available from the help center for claims and complaints.","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Flix Customer Service hotline","value":"+1-855-626-8585","purposes":["refund_request","accessibility","poor_service"],"notes":"Flix says not all international calls are toll-free.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"Interstate bus carrier.","regulator":{"id":"fmcsa","name":"Federal Motor Carrier Safety Administration","level":"federal","when_to_use":"Use to report an interstate household goods mover or bus company through the National Consumer Complaint Database. To get money back for lost or damaged goods, also file a written claim with the mover and use the mover's arbitration program.","channels":[{"id":"nccdb","type":"web_form","label":"National Consumer Complaint Database (movers and bus companies)","value":"https://nccdb.fmcsa.dot.gov/","notes":"Script-driven web app; it may not load for automated agents.","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"FMCSA consumer complaints line","value":"+1-888-368-7238","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"},{"id":"information-line","type":"phone","label":"FMCSA information line","value":"+1-800-832-5660","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"An interstate carrier may not give you less than 9 months to file a loss or damage claim against it, or less than 2 years to sue after it gives written notice that it disallowed the claim.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/uscode/text/49/14706","last_verified":"2026-10-12"},{"kind":"process","claim":"A household goods mover must have an arbitration program for individual shippers for loss and damage disputes. Arbitration is binding for claims of $10,000 or less if the shipper requests it.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/cfr/text/49/375.211","last_verified":"2026-10-12"}],"notes":"fmcsa.dot.gov and protectyourmove.gov blocked automated page reads on 2026-10-12, so FMCSA's own description of what it does with a complaint (enforcement only, or help with the dispute) was not confirmed. Contact details come from USA.gov. USA.gov also lists a consumer-complaint TTY number that could not be confirmed on an FMCSA page, so it is left out."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Terms of purchase require individual AAA arbitration, except personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief."}],"known_blockers":["Voluntary cancellations are refunded only as vouchers.","help.flixbus.com is a Salesforce site that may not render for automated fetches."],"security":{"official_domains":["flixbus.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 13 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Flix Bus, Inc. is a ticket broker for independent bus operators in North America, including Greyhound. FlixBus-branded trips use FlixBus channels (support.flixbus.com, 1-855-626-8585); Greyhound-branded trips have their own phone lines and help center (see greyhound). The operator of a trip is shown during booking.","warnings":[]},"accessibility":{"company":{"id":"flixbus","name":"FlixBus (Flix Bus, Inc.)","sector":"ground_transport","website":"https://www.flixbus.com","account_url":"https://shop.flixbus.com/rebooking/login"},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Add the wheelchair during booking; use the contact form for anything else.","evidence":["booking number","date and route","what assistance was booked","what happened"],"steps":[{"do":"Add the wheelchair during booking; no separate contact with Customer Service is needed and no booking deadline applies."},{"do":"For other needs or a complaint, use the contact form with Subject \"Passengers with Disabilities\".","channel":{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}},{"do":"Escalate to FMCSA if FlixBus does not resolve it.","regulator":{"id":"fmcsa","name":"Federal Motor Carrier Safety Administration","level":"federal","when_to_use":"Use to report an interstate household goods mover or bus company through the National Consumer Complaint Database. 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Arbitration is binding for claims of $10,000 or less if the shipper requests it.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/cfr/text/49/375.211","last_verified":"2026-10-12"}],"notes":"fmcsa.dot.gov and protectyourmove.gov blocked automated page reads on 2026-10-12, so FMCSA's own description of what it does with a complaint (enforcement only, or help with the dispute) was not confirmed. Contact details come from USA.gov. USA.gov also lists a consumer-complaint TTY number that could not be confirmed on an FMCSA page, so it is left out."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Flix Customer Service hotline","value":"+1-855-626-8585","purposes":["refund_request","accessibility","poor_service"],"notes":"Flix says not all international calls are toll-free.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"FlixBus US help center","value":"https://support.flixbus.com/us/en","access":"open","source":"https://www.flixbus.com/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"FlixBus says mobility aids can be transported free of charge.","issues":["accessibility"],"source":"https://support.flixbus.com/us/en-us/traveling-with-reduced-mobility","last_verified":"2026-10-12"},{"kind":"policy","claim":"Flix Bus, Inc. terms (dated 07/13/2026) require binding individual AAA arbitration under Texas law, excluding personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief; written notice of a damages claim must be received within 90 days of the event.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"FlixBus says its AI assistant \"Flora\" and agent chat are available from the help center for claims and complaints.","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Flix Customer Service hotline","value":"+1-855-626-8585","purposes":["refund_request","accessibility","poor_service"],"notes":"Flix says not all international calls are toll-free.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"Interstate bus carrier.","regulator":{"id":"fmcsa","name":"Federal Motor Carrier Safety Administration","level":"federal","when_to_use":"Use to report an interstate household goods mover or bus company through the National Consumer Complaint Database. 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Arbitration is binding for claims of $10,000 or less if the shipper requests it.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/cfr/text/49/375.211","last_verified":"2026-10-12"}],"notes":"fmcsa.dot.gov and protectyourmove.gov blocked automated page reads on 2026-10-12, so FMCSA's own description of what it does with a complaint (enforcement only, or help with the dispute) was not confirmed. Contact details come from USA.gov. USA.gov also lists a consumer-complaint TTY number that could not be confirmed on an FMCSA page, so it is left out."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Terms of purchase require individual AAA arbitration, except personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief."}],"known_blockers":["Voluntary cancellations are refunded only as vouchers.","help.flixbus.com is a Salesforce site that may not render for automated fetches."],"security":{"official_domains":["flixbus.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 13 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Flix Bus, Inc. is a ticket broker for independent bus operators in North America, including Greyhound. FlixBus-branded trips use FlixBus channels (support.flixbus.com, 1-855-626-8585); Greyhound-branded trips have their own phone lines and help center (see greyhound). The operator of a trip is shown during booking.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Flix Customer Service hotline","value":"+1-855-626-8585","purposes":["refund_request","accessibility","poor_service"],"notes":"Flix says not all international calls are toll-free.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"Interstate bus carrier.","regulator":{"id":"fmcsa","name":"Federal Motor Carrier Safety Administration","level":"federal","when_to_use":"Use to report an interstate household goods mover or bus company through the National Consumer Complaint Database. To get money back for lost or damaged goods, also file a written claim with the mover and use the mover's arbitration program.","channels":[{"id":"nccdb","type":"web_form","label":"National Consumer Complaint Database (movers and bus companies)","value":"https://nccdb.fmcsa.dot.gov/","notes":"Script-driven web app; it may not load for automated agents.","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"FMCSA consumer complaints line","value":"+1-888-368-7238","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"},{"id":"information-line","type":"phone","label":"FMCSA information line","value":"+1-800-832-5660","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"An interstate carrier may not give you less than 9 months to file a loss or damage claim against it, or less than 2 years to sue after it gives written notice that it disallowed the claim.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/uscode/text/49/14706","last_verified":"2026-10-12"},{"kind":"process","claim":"A household goods mover must have an arbitration program for individual shippers for loss and damage disputes. Arbitration is binding for claims of $10,000 or less if the shipper requests it.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/cfr/text/49/375.211","last_verified":"2026-10-12"}],"notes":"fmcsa.dot.gov and protectyourmove.gov blocked automated page reads on 2026-10-12, so FMCSA's own description of what it does with a complaint (enforcement only, or help with the dispute) was not confirmed. Contact details come from USA.gov. USA.gov also lists a consumer-complaint TTY number that could not be confirmed on an FMCSA page, so it is left out."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Terms of purchase require individual AAA arbitration, except personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief."}],"security":{"official_domains":["flixbus.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 13 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"ground_transport","title":"Intercity bus and rail — how complaints work","last_verified":"2026-10-12","file":"guides/ground_transport.md","page":"https://escalate.alexgaoth.com/#/guides/ground_transport"}}