National Express Reviews

"Me, my wife and out 10-month old boy were going from London Victoria courch station to Luton Airport and the journey was disrupted by traffic congestion on 19\/04\/2024 evening. This caused me and my family an overall delay of95 minutes to Luton Airport. According to NationalExpress clock, it was 88 minutes only. Anyhow, it was the last plane to Amsterdam that day and I had to rebook a flight for the 3 of us and a hotel. It cost me around 400\u20ac and NationalExpress says that I should have put 3 hours between the arrival time into the airport and the flight departure time instead of 2,5 hours. Who goes to the airport for an EasyJet flight without check-in luggage before 3 hours? If I had done so, we would have missed the flight anyways, but NationalExpress do not listen to you. They found a reason not to reimburse and they hide behind it. \r\n\r\nThis is not the worst thing yet. They also say that I should have contacted to the Control Centre which would have then advised me on the most appropriate action to take or arrange for alternative means of transportation to your ticketed destination. However, I did called them around the 60th minutes of the delay and they advised me to call EasyJet maybe they can keep the gate open for us. Even we called them, they assume we did not called them all. \r\n\r\nI WOULD NEVER EVER USE IT AGAIN, I WISH I HAVE NOT USED THEM BEFORE"

"Awful experience! \r\n\r\nDue 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 \u00a35, I am more comparing and giving my negative review over national express\u2019 disregard for patient safety and change of bus departure (which led me to have to pay over \u00a380 for a last minute Uber) and lack of communication\/resolution to my complaint. \r\n\r\nUpdate: response from national express 23-MAY-2023 \r\n\r\n\u201cHaving 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.\r\n \r\nUnfortunately, I am unable to warrant any compensation on this occasion.\u201d\r\n\r\nThis email is upsetting as they did not follow their typical guidelines national express stated to me \u201cWhen 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.\u201c 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\u2019s delay. This is another reason why I had missed the bus! I expect a live bus tracker to be updated accurately."

"Awful experience! \r\n\r\nDue 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 \u00a35, I am more comparing and giving my negative review over national express\u2019 disregard for patient safety and change of bus departure (which led me to have to pay over \u00a380 for a last minute Uber) and lack of communication\/resolution to my complaint. \r\n\r\nUpdate: response from national express 23-MAY-2023 \r\n\r\n\u201cHaving 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.\r\n \r\nUnfortunately, I am unable to warrant any compensation on this occasion.\u201d\r\n\r\nThis email is upsetting as they did not follow their typical guidelines national express stated to me \u201cWhen 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.\u201c 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\u2019s delay. This is another reason why I had missed the bus! I expect a live bus tracker to be updated accurately."

"4 hour journey and the bus smells like dust and beer, unacceptable"