I was waiting for 2 hours for my national express bus from York Road, Waterloo yesterday to get to Stansted. There were no buses and I missed my flight. The explanation that was given was that York Road was closed which was simply not true. London Buses and the London Bus company were passing throughout the whole time I was waiting there. I have since contacted their customer service department and they have apologised many times, which is a start, but it costs them nothing to apologise. It cost me a lot in missed flights, hotels etc. The duty of care to their customers is appalling and the worst thing is dealing with their brittle and clueless customer service after. No one is accountable for anything these days, least of all National Express. Choose another company!