In March 2024, my husband and I booked Flybus to and from the airport. Long story short, we had a terrible experience and I wrote a review in April 2024 and rated Flybus one star on Tripadvisor. The problems we encountered were:
1. We had not been informed there would be a transfer at the bus terminal and the transfer was not smooth.
2. The drivers had poor communication and were a bit rude.
3. Our bus to pick us up to take us to the airport never showed up, although I thought it was a mix up on my part due to the confusing and conflicting information about pick up times and locations on the website and our ticket.
Just yesterday (February 12, 2025), I noticed that in May 2024, a representative from Flybus commented on my review, asking me to contact them so they could make things right. I had not seen this comment, and despite it being nearly a year after our trip, I emailed them. I woke up this morning and less than 12 hours later (I emailed them in the middle of the night Iceland time, evening my time), they had responded apologizing, saying there had been a mix up with the pick up location (we had originally booked a different pick up spot but had re-scheduled when we found out our original hotel had been closed due to human trafficking), and they had issued a 50% refund (ie the price of the pick up) to my credit card. Wow! Now that's customer service! My trust is now restored!
Also, they noted they have improved their protocols and communication about the transfer at the bus terminal, and I see that their website now clearly states there is a transfer.