COVID-19 and low-cost bus companies in Europe: before and during pandemic crisis strategies and customer perceptions

This paper aims at assessing the operational strategy of FlixBus during the COVID-19, in relation to its main competitors and to customers’ perceptions. We analysed FlixBus strategy based on its supply, and designed an online survey administered to European residents to understand their preferences towards leisure travelling during COVID-19. A sample of 437 respondents was collected and the Exploratory Factor Analysis followed by clustering was used to segment the customers’ perceptions. Results show that willingness to travel, change in modal choice and destination are the factors featuring most the five clusters. An analysis of the Flixbus routes shows an overall dynamic demand-response strategy and a flexible approach closely related to their competitors’ operations at the same time. FlixBus saw the pandemic as a new opportunity, entering in new markets and offering FlixDeal.