Flibco's Terms and Conditions Analysed

Based on the document provided, here are the problematic aspects:

Cancellation policies result only in a credit note or voucher, not a cash refund, and the voucher expires after twelve months. Any remaining balance below one euro is forfeited entirely.

Customers are responsible for allowing at least three hours between the scheduled arrival at the airport and their flight departure, and the company disclaims all liability for missed flights if this buffer is insufficient.

For lines other than the UK ones, buses are not equipped with wheelchair access systems or ramps, which raises serious accessibility and discrimination concerns for passengers with reduced mobility.

Special baggage is only accepted subject to available space in the hold. If the driver refuses it for lack of space and the passenger decides not to travel, no refund is given and the price is kept by the company.

Valuables such as cash, jewellery, electronics, and documents are explicitly excluded from hold baggage, and the company is not liable for damage caused to valuables placed in the hold, placing the entire risk on the passenger.

Liability for baggage is capped at 1,200 euros per passenger, 150 euros for hold baggage, and 300 euros for valuables carried by hand.

No animals are allowed on board except guide dogs, which is a restriction that could be seen as harsh for passengers with pets.

Children under sixteen cannot travel alone, and for the Stansted to London line the threshold is fourteen, with parents or guardians required to hold a legalized authorization. Refusal of transport for these reasons results in no refund.

On the Stansted to London line, a night safety protocol requires staff to contact police if an unaccompanied minor between the ages of zero and thirteen arrives between 20:00 and 06:00, and no refund is given if transport is refused.

Account deletion causes the immediate and definitive loss of any remaining balance. Refund of the balance is only possible upon prior written request and is subject to a five euro processing fee.

Donations made at the time of payment are explicitly non-refundable in every case, even if the trip is cancelled.

Claims must be submitted within three months for the standard terms, and only two months for Door2Gate, or the customer loses the right to any compensation.

The applicable law is Luxembourg law and jurisdiction is exclusively assigned to Luxembourg courts, which may be inconvenient and costly for consumers in other countries.

The company can modify the general terms at its own discretion, and only the version in force at the booking date applies, meaning customers are bound by terms they may never have seen.

Price differences in Door2Gate depend on the number of seats, the route, and special requests, and the customer cannot claim more favourable rates enjoyed on previous trips.

For Door2Gate, changes to the booking are not possible, and cancellation results in credit notes of 100 percent, 50 percent, or nothing depending on the timing, with refunds subject to a five euro processing fee.

The Fast Track inclusion for Charleroi Airport applies only to Door2Gate bookings and is subject to availability, with no compensation owed if it is unavailable.

Mixing of legal text in other languages (Dutch and French fragments) appears within the document, indicating poor drafting and translation quality.

The document contains references to Netherlands and French legal terms and clauses embedded inside the Italian text, creating confusion about which language or jurisdiction actually governs.

The document states that the contract is concluded only when payment is made and confirmation email is received, and that the customer accepts all terms without reservation, which may limit consumer rights.

The company reserves the right to refuse boarding or remove passengers who are under the influence of alcohol or drugs or who disturb others, with no refund, and can also suspend or close the user's account.

For the Munich to Memmingen Airport line, entirely different general terms (FlixBus) apply in place of these terms, which may confuse customers expecting uniform conditions.

The document states that Flibco is not a professional road