I want to make an official complaint not only about the staff but a horrible experience I have had yesterday evening with National Express.. I travelled home from Moscow for my father's funeral. I bought a ticket and paid an extra 5 pounds in case I missed the bus at 6:55pm. The plane was held up on the runway and I missed it I was not able to change the ticket as you no longer have an office in T5 Heathrow/office was closed. I went outside and saw 2 coach/bus 'helpers'! They were not helpers - they were helpless I'm sorry to say. They told me they could not help and to go and use the phone inside near the kiosk. There was no phone so I used my own phone. I then found out the NE office/phoneline was now closed. I got the help of the airport helpdesk who came outside to speak to the Nat Express 'helpers' who I had previously spoken to. They were rude and surly and said they could do nothing. The male 'helper' stormed off muttering something under his breath. I then tried to change my ticket on your website. I could not amend it and tried to book another ticket but the next bus was the next morning. What happened to the 9:00pm bus??? I have had to pay 179 pounds to stay in a hotel. It was either that or sleep on the road. Well done National Express! What a lovely welcome. Imagine if I was a traveller who had no knowledge of the airport and did not speak the language. I have had more help travelling in third world countries.