A Flixbus coach traveling from Cambridge to Brighton was stopped on the M23 motorway after the driver was arrested on suspicion of drug driving, leaving passengers stranded for 90 minutes on the motorway’s hard shoulder. The incident occurred after passengers reported erratic driving, including a driver seen with his eyes closed while behind the wheel.
Passengers boarded the coach at Gatwick but noted the vehicle was already an hour late and had visible external damage. After setting off without closing the luggage hatch, the driver’s behavior raised alarm among travelers, prompting police to intervene and conduct roadside tests. The driver was subsequently detained.
Following the driver’s arrest, police requested that Flixbus provide a replacement driver, but the company was unable to do so. Passengers remained stranded on the motorway for an extended period, during which traffic passed closely and dangerously, causing distress for many on board. Police eventually escorted the group to a service station near Brighton. From there, passengers were left to find alternate transportation into the city on their own.
Among those affected was a passenger from Brighton who planned to move into a new rental flat that day. The delay caused the passenger and their partner to arrive after the self-storage facility holding their belongings had closed. This resulted in unplanned expenses, including nearly £100 for overnight sleeping bags and essentials.
Efforts to obtain compensation from Flixbus proved challenging. Initially, the company rejected claims on the basis that passengers had already boarded the bus and thus were not eligible for reimbursement. After multiple complaints, Flixbus refunded the ticket costs along with some expenses but deducted fees it described as bank charges. Additional complaints were required to recover a further portion of the refunded amount.
The affected passenger, who has autism and ADHD, described the experience as traumatic, noting the sensory overload and fear caused by the vehicle being stationary amid fast-moving traffic. Attempts to communicate concerns during the incident through Flixbus’s live chat were met with generic assurances about safety, with little acknowledgment of the severity of the situation.
Flixbus later characterized the event as a “disruption” akin to traffic delays and declined compensation related to distress and inconvenience. Nonetheless, the company pledged a £100 goodwill payment and subsequently reimbursed all outstanding amounts after further complaints.
In a statement, Flixbus emphasized its commitment to passenger safety and its zero-tolerance policy toward substance abuse and dangerous driving. The company said it initiated an urgent investigation with the coach operator and expressed gratitude to police officers who assisted the passengers. However, Flixbus declined to comment on the protocols it uses to monitor driver fitness or why an immediate replacement driver was not deployed.