FlixBus bus caught fire, all our belongings destroyed, nearly a month later they are ghosting our compensation claim.
Hi everyone,
I’m looking for legal advice on how to proceed against FlixBus India.
On 3 June 2026, I was travelling on a FlixBus from Mussoorie to Delhi with two friends. Around 12:45–1:00 AM, the bus caught fire. Thankfully, all passengers escaped, but all of our luggage was completely destroyed in the fire.
There were three passengers under the same booking.
Between the three of us, we lost laptops, phones, clothes, shoes, bags, electronics, personal documents, gifts purchased during the trip, cash, and many other personal belongings.
We also had to arrange our own cab after the incident to continue our journey because the trip could not continue.
Personally, I also suffered physical injuries, including painful blood clots on my hands and arms, and I have photographs documenting the injuries.
Immediately after the incident, we contacted FlixBus and submitted everything they asked for:
Booking details
Passenger details
Itemized inventories of all damaged belongings
Available invoices
Photographs of the belongings
Photographs of the injuries
Cab expense receipts
Every other document they requested
Since then, it has been almost a month.
I have followed up every week by email and through customer support chat.
The problem is that:
I have not received a single acknowledgement email confirming that our claim is under review.
I have not been assigned a claim reference number.
I have not received any meaningful update on the status of the claim.
Whenever I contact customer support through chat, I receive essentially the same response:
“We have escalated your case to the appropriate team. Please wait. The email team will get back to you.”
However, no one from the email or claims team has contacted us, despite repeated assurances.
At this point, it feels like our emails are simply being ignored.
We have now started copying FlixBus India’s Legal Grievance team on our emails, but we still haven’t received any response.
My questions are:
What are my legal options in India?
Should I send a legal notice first, or can I directly file a complaint before the Consumer Commission?
Can we also claim compensation for the additional expenses we incurred after the incident, the physical injuries, and the emotional distress, in addition to the value of the destroyed belongings?
Since there are three passengers under the same booking, should we file separate complaints or a joint complaint?
Any guidance from lawyers or anyone who has dealt with a similar situation would be greatly appreciated.
Thank you.