We went on a bus ride with national express from Bournemouth to Manchester and received the most amazing customer service. Our bus broke down after an hour and we had to wait for a new bus for more than 1 1/2 hours. But as soon as the driver called the emergency team, they knew the two of us were on the way to Manchester. They made an extra trip to London Heathrow instead of going to London Victoria. Then they put us on a bus to Birmingham. Every stop on the way we had a staff member on the phone as well as at our stop who took care of us. In Birmingham they ordered us a taxi to our accommodation in Manchester and we got a full refund of our ticket. Thank you very much for making the most of a very inconvenient situation!