It was first time I travelled with national express, and it was the worst experience and worst customer service I ever experienced so far. Two weeks ago I travelled from Heathrow Airport to Stansted Airport. I had two medium suitcases and it was no problem. In the other hand last week on Thursday I travelled back from Stansted to Heathrow. When the coach driver came to take my suitcases. He said my suitcases is not into the standard requirement and I have to pay £15, but I had one medium suitcase, and one cabin size suitcase, but he still wanted me to pay. I had to go to National Express office at Stanstead airport and stand behind a very long slow queue to pay £15 as penalty for my suitcases. When I sat in the coach, I read the small prints and I realised I have been charged wrongly because my suitcases it’s with in the requirement of their policy, when I got to Heathrow airport, I wanted to go to National Express office to have a refund, but I realised they don’t have a office at Heathrow Airport. When I got home I made a phone call to their Helpline team, and what they said they would give me 25% discount on my next travel with them, but not giving me a refund as they have been charged me wrongly. I feel I have been robbed by National Express company and I had a worst experience with them. I would never ever travel with them again and I will make sure everyone know about my bad experience I had with National express and their team.