We ask our travelers to cancel their reserved flex ride as soon as possible if it is no longer needed. This frees up space for other travelers who might otherwise not be able to book a ride because no flex bus is available for their trip. 

We request that unnecessary rides be cancelled at least 30 minutes in advance. If you repeatedly cancel less than 30 minutes in advance, you may be addressed about this.

If you do not cancel your ride, the driver will unnecessarily drive to your pickup location. Two minutes after the start of the communicated 6-minute time window, the driver can mark a “no show.” You will then be registered as a traveler who did not show up. You will receive a warning about this via SMS.

If you repeatedly fail to show up for a ride, you risk a suspension:

• Two no-shows within a 30-day period: we will send you a formal warning.
• Another no-show after a formal warning within a 30-day period: we will send you a suspension notice lasting 14 days. You will have 5 working days to submit a defense against this suspension via email to reservatie@flex.delijn.be if you believe that one or more no-shows were not your fault. The De Lijn Flex center will investigate your defense, and after review, your suspension will either be canceled or upheld depending on the outcome.
• If you have another no-show within 30 days after a previous suspension, you will receive another suspension notice, this time for a period of 30 days. The procedure for submitting a defense is the same as described above.