Sophie and Gaelle know the area of highway Bosgouet (Eure) as well as their pocket. And for good reason, the two Parisians have been forgotten in the middle of the night, Sunday 9 August 2020, for the driver of their bus FlixBus, which was to drive from Saint-Malo to Paris. "We were for 7 hours in a bus without a toilet. When the break came, we said great ! " remembers, in the columns of the Parisian Sophie, a student of architecture, 25 years of age.

It is 22 hours when the two friends tread the asphalt of this area of highway, located thirty kilometres from Rouen (Seine-Maritime). "We had to queue for the toilets, look for a bottle of water... all In all, we had to take 10 minutes, big max," says Gaëlle. Back at the parking lot, they discover with horror that the coach is no longer there.

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They are trying to reach FlixBus by telephone, then by e-mail. In vain. After joining the mounties, who have confessed to not being able to do a great thing for them, Sophie and Gaelle decide to organize. They call first of all, a loved one, that they mission to fetch their luggage remained in the cargo hold of the bus. Then, it is the turn of parents of Gaëlle be asked to pick them up.

"It is the customer's responsibility to be on time"

Past the emotion, to anger : Gaelle and Sophie are demanding compensation to be FlixBus. "We paid for our tickets 50 euros in all, our friend had to pay for an Uber, the parents of Gaëlle had to pay the tolls... not to mention the anxiety it has generated ", argues Sophie.

FlixBus however, does not seem willing to the slightest movement of trade. "The drivers are not required to recount. They have a time to conduct very precise, with a road map including the breaks... It is like the train, it is the customer's responsibility to be on time ", squeaks the firm, which nevertheless calls the young women to ask for a refund. And to prevent : "The goodwill gesture is not automatic. "