(AVOID LIKE THE PLAGUE, JUST USE FLIXBUS) Wrong communicated Bus stop (won't admit / issue refund)
I booked a bus for my Dad to go from Utrecht to Bordeaux. We were there since 22:20 and did not move until 23:00 (when I saw on the app that the bus departed). We did spot the bus (1698) passing by the station but he never stopped. In that station there was a notice that said that this station was moved to C8 (for Flixbus only). However, the ticket and email both stated that the bus would arrive at Jaarbeursplein 24, so we stayed there. The communication is horrendous (wrong in both the email and ticket) but they would not admit it / issue a refund since we were only a couple of passengers. The response from support is that the bus left from "Utrecht", that is very vague and not a station.
Maybe it did leave from Utrecht but definitely not from Jaarbeursplein 24 as we were physically there for 40 minutes. This was 100 euros trip + having to stay an additional night in NL + having to book an alternative last minute.
EDIT (21/10/2025): I did file another complaint after the reply below from the customer support. I got the same response from someone that does not even bother to read the description well. I have photos of both bus platforms, a photo of where current BlaBlaCar buses stop and my ticket showing that the platform stated there is different from the one used by BlaBlaCar these days. I will file a complaint with the dutch Consumer Protection Agency
Reply from BlaBlaCar
Hi. I am sorry to hear that your dad missed his bus because of the wrong station information, especially when it cost you extra expenses. To investigate further and check on potential compensation under our Terms, we need the full details submitted directly.Please use our contact form here: https://www.blablacar.co.uk/contact. We'll look into it right away. Thank you.