Awful experience! Due to multiple attempts in contacting the national express complaints and customer service team I have had to resort to writing a negative review as the response to my formal complaint offered barely any resolution. While I was refunded my bus ticket of £5, I am more comparing and giving my negative review over national express’ disregard for patient safety and change of bus departure (which led me to have to pay over £80 for a last minute Uber) and lack of communication/resolution to my complaint. Update: response from national express 23-MAY-2023 “Having reviewed your case again, given that we did contact you by email to inform you of the changes despite the email going into your junk folder I am unable to add anything further to my colleagues comments. Unfortunately, I am unable to warrant any compensation on this occasion.” This email is upsetting as they did not follow their typical guidelines national express stated to me “When we need to change the time or date to the ticket we would normally automatically email new ticket to the email that was provided when ticket was purchased. I'm sorry to hear that this did not happened.“ per their response, it is their responsibility to notify customers of the time change with a new ticket. Unfortunately, I was just made aware of the time change however the email was sent from an unknown email! So of course it will then go to my junk. It would be different if the email had come from their official ticket email address as that is an email I would look out for but how should I know to be constantly be checking my junk for a potential national express update from an unknown email! Someone as critical as a time change should be sent by an official email and have an option to acknowledge the change (something airlines do!!). The last thing is the live update said the bus left after I had arrived so regardless of the time change, I should have made the bus due to the bus’s delay. This is another reason why I had missed the bus! I expect a live bus tracker to be updated accurately.