Passengers on a FlixBus from Gatwick to Brighton were left on the M23 hard shoulder for 90 minutes after police arrested their driver on suspicion of drug driving. The coach was late, visibly damaged and had an unsecured luggage hatch; passengers also reported concerning driving before police stopped it. FlixBus failed to provide a replacement driver, leaving police to escort passengers to a service station, from where they had to continue independently.

The delay meant one couple missed the opening hours of their storage depot and spent £100 on overnight essentials. FlixBus initially refused compensation because they had checked in, later refunding their fares and expenses but deducting money it described as bank fees. Following further complaints, the company paid the missing £5 and offered £100 in goodwill, while saying it had launched an investigation and maintained a zero-tolerance policy on dangerous driving and substance abuse.