Unfortunately, I cannot speak to the actual service, as I needed to cancel my trip due to COVID complications, but I can say that their refund process has been lengthy, tiresome, and sketchy. Initially, I was meant to use their services in early April 2020, traveling in Austria, Hungary, and Poland. Early March, it became clear that I would not be able to make it to Europe, let alone Budapest, so I cancelled all three of my trips. I received automatic vouchers for all three trips; I took those numbers and used the form on the website to ask for a refund, as they instruct. My message was very clear and compliant with their instructions - it included all the original booking numbers, the new voucher numbers, and the amount expected to be refunded. No response. That's fine, I figured it was a busy time and it might take a while for my money to get back to me. A month later, early April after the date the original trips were meant to occur, I sent another message through their website inquiring about the refund, and again included all of the relevant information. This time, I promptly received an email from customer service offering the vouchers again, but quickly responded that I had no plans to travel in the next year, and would like the refund instead. They replied that it would take several weeks due to the volume of requests. Again, no problem. I waited another four weeks (it's now mid-May at this point) before sending another request. This time, I replied to their email rather than using the form, which seems to be the best way to get in contact. I reminded them that it's now been quite a while since they said they would refund me, and even longer since I cancelled the trip and asked for the refund in the first place. Another canned response about volume of requests and that they hope I travel with them again. I'm frustrated, but I've worked in customer service and know that this could be a system issue or simply something higher up. So I wait. Again. It is now late June 2020, 4 weeks since I was last promised my money back, 8 weeks since my initial contact with customer service, and 12 weeks since I submitted my first request (which, mind you, never received a response - only after I followed up did someone contact me). I've replied to the email thread again, but I expect another response just telling me the same thing. In each email, they have stated that they "remain confident that your experience was an exception and not the standard" (based on other reviews, it IS the standard) and they "look forward to the opportunity to restore your faith in our product and services on a future FlixBus journey". This will not happen, as I will never use Flixbus to travel, even if I ever do make it to Europe.