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National Express Reviews

1.6 Rating 326 Reviews

13 %

of reviewers recommend National Express

Company Reviews

1.6

Based on 326 reviews


Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 21%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Read National Express Reviews

About National Express:

National Express coach & bus tickets for travel to over 900 destinations throughout the UK including London airports Heathrow, Gatwick & Stansted. National Express offer Britain’s only scheduled coach network reaching around 1000 destinations in England, Scotland and Wales.

Phone:

08717 818178

Location:

National Express House, Birmingham Coach Station, Mill Lane, Digbeth
Birmingham
B5 6DD7

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Traveled to London on your coach from Wakefield Sunday 19th January which was a freezing cold morning. The heating was not working and the driver had cold air blowing out. When I asked him why the bus was so cold he said the heating is not working. Urgent traveled back from London to Leeds on your coach and the toilet did not work. I reported both these to you on Monday 20th January and the guy offered me a discount on another journey to which I said no thanks I want some refund. He said someone will be in touch but up to now haven't heard anything.”

Posted 4 years ago

“Everything it's wrong with this company. The buses are always busy and the staff is unhelpful. We paid for this horrible service because we didn't know how terrible it was. We waited for our coach for 2h and when we asked for information they told us wrong things.”

Posted 4 years ago

“Our destination was Gatwick Airport, we were waiting at the bus stop for two hours without any information about the delay. We bought the tickets for the bus wich would arrive three hours before departure, however we almost lose the flight. __________________________________________________________________ Nuestro destino era el aeropuerto de Gatwick, estuvimos esperando en la parada del autobús durante dos horas sin ninguna información sobre el retraso. Los tickets los compramos para el autobús que llegaba 3 horas antes de la salida de nuestro vuelo y no lo perdimos por pocos minutos, después de ir corriendo por todo el aeropuerto.”

Posted 4 years ago

“I (with my son) booked the Airport Transfer from Paddington to Luton. Every 30 mins. should go a bus. We’ve waited 60 minutes and nearly missed the flight. If you need an Airport-Transfer don‘t trust NE or calculate an extra hour. Besides that the service was completely OK. Why such an important service to the airport is poor as that is nearly unbeliebable and very bad advertising.”

Posted 4 years ago

“Booked tickets online got a payment confirmation from paypal but no e ticket. Cant call them by phone because the lines are now out of hours and if I could they're premium rate and no option for live chat. Really!!!!”

Posted 4 years ago

“I booked on the 6am bus to Stansted, got there 15 minutes early in order to make my bus on time. Clearly the bus was over booked. There was only 1 seat left, however at least 10 customers with tickets and one customer with a ticket for the 05.30 bus, which they missed - this person was given the seat. This meant all other customers who had made it on time for 06.00 bus were left standing and had to wait 30minutes for the next bus to come. Really not happy with this service considering I had prebooked my bus ticket 2 weeks prior. Would not recommend this service to anyone if they actually want to make their flight from Stansted on time!! I hope in the future the correct number of seats will be allocated for passengers.”

Posted 4 years ago

“I have been travelling happily with National Express for years and yesterday was no exception. Arriving back at Heathrow I found I had a problem with my ticket which was entirely my fault!! Channay, in the ticket office at Terminal 5, sorted this out immediately and in an extremely efficient and cheerful manner allowing me to continue my journey to Leicester with no disruption. My thanks to him and I look forward to future travel with this company.”

Posted 4 years ago

“Unhelpful staff Worng bus numbers Bus late By far the worst company in Europe, people walking around with tablets but yet cannot read a time table.”

Posted 4 years ago

“The worse company of the world, i bought a ticket 4 days before. That's means i pre-paid my ticket at that time. I arrived 10 minutes before and they seid me the coach was full refusing to pock me up and did not do me the refaud. I will never buy a ticket to this very bad company.”

Posted 4 years ago

“Zero sars is more to the point! I had a journey booked with NE for 12:15 , but after 40 min standing there without any information when driver will show up I had to book a taxi and pay extortionate amount of money - £147 and just barely made my flight! I was flying from Luton Airport at 16.40, gate closes at 16:05 with the luggage to check in. If your bus driver would of made it on time, my scheduled journey arrival time would of been at 14.30, but with all the waiting around etc, I only just made it to the airport for 15:00. We were told that driver was late for his shift (probably hangover after Christmas!!) and therefore he was having his lunch break for 45 min. This is not a regular bus journey that people are booking to travel from one stop to another, this is an airport transfer, so mine and many more flights were at stake because of someone's unprofessional behaviour. Customer assistance staff member was saying that we all should definitely complain because this type of thing is happening all the time and no one cares!? Beyond belief, how terrible your service were and how much money this journey cost me, I am looking forward seeing a refund of £173.90. This is a friendly email for now, but I feel that this type of story would strike an interest of BBC Watchdog or Financial Times for sure, I mean you recon foreign people don't complain, and they just forget about all issues you put them through?!”

Posted 4 years ago

“our early morning bus didn’t arrive then after waiting in the dark and freezing cold on the side of a busy road with a toddler the next bus 30 mins later wouldn’t let me and my 2 year old on. Said it would become ‘full’ once it got to golders green. I got an Uber up to Golders Green only to see this bus drive away only half full. I couldn’t then wait another 30 mins for the next bus or we’d miss our flight so had to pay £60 to get a minicab to the airport. My 2 year old daughter was incredibly upset and didn’t understand what was going on. It caused a lot of unnecessary stress And we could have missed our flight. All because a bus driver wanted to have a little power trip. When I posted the incident on twitter other locals replied to say they’ve also had issues at this stop where they don’t let people ok board but then the bus doesn’t fill up at Golders Green. Never ever use this bus service!! It’s not worth the drama and the potential of missing your flight.”

Posted 4 years ago

“Horrible drivers with absolutely no respect.... disgusting....”

Posted 4 years ago

“Rubbish. Lesson learnt: Never rely on National Express when going to the airport.”

Posted 4 years ago

“Our 6:06am bus did not arrive. Waited 30 mins in the freezing cold with my 2 year old and the next bus wouldn’t let me on. Said it will be ‘full’ once it gets to Golders. I said if it is we’ll get off but he still would let me on. Got an Uber up to Golders to see it leaving. It was only 2/3 full. Had to pay £60 to get a minicab to the airport instead. What an absolute joke of a service and the drivers are little men jobs worth’s. Never again!”

Posted 4 years ago

“I would give -1 stars. We waited one hour for the coach to arrive to bring us to Luton Airport and then it was not even ours and the driver almost did not let us inside. The drive of 40 minutes is also not true it takes up to 1 1/2 hours.”

Posted 4 years ago

“I have been using national express bus over 10 years, and today when bus got "broken " and needed to wait over 2 hours then it was my desition to give 1* review, new bus that we got transfered dodnt had charger ,MAIN REASON I AM TAKING NATIONAL EXPRESS E BUS AND PAYING EXTRA TO HAVE CHARGING POWER AS I NEED TO MY WORK. Nevertheless be ready that your journey will be delayed at least 1hr EVERY TIME YOU WILL GO ANYWHERE WITH NATIONAL EXPRESS.DISAPPOINTING, NO REFUNDS HAS BEEN MADE AND MY TICKET COST AROUND 34£”

Posted 4 years ago

“The service this morning was absolutely appalling! The coach never came and each and every single time another one showed up the driver said “take the next one”. No coach to cover the missed journey Was provided when is you job as a company to provide a service not to leave people that have bought and booked a ticket in the middle of the street under the rain. Your service is absolutely rubbish and I will not bother ever again to use your services.”

Posted 4 years ago

“National Express holding my Phone for a ransom of £20 plus delivery. I tried to contact Nacional on Friday 20th December but no success after a long wait listening to the recording informing me of the many complaints calls they receiving and it will take a long time to answer my cal The Phone is an old Huawei. National Express reference: #16212 National Express holding my Phone for a ransom of £20 plus delivery, as an O.A.P. This will constitute more than one day earning from my pension.”

Posted 4 years ago

“Journey Ref: FTRN-01-57646 035 Poole to London Victoria. The bus was meant to leave at 10 15 from Bournemouth. On the announcements board it said that it would have arrived at 10:53. I was travelling with my sister so I said to her that I’d go buy some food and I asked her to call me if the bus arrived earlier. I get the call from her so I rush to the bus, the bus driver is YELLING at my sister and then yells at me saying that I was late. I then say you were late and he told me to LEAVE and said that he wouldn’t take me on. I get on the bus anyway and he REFUSES to put my luggage at the back and doesn’t let me take it on either. He probably then realises that he can’t leave there as I paid for the ticket and decides to put my luggage at the back. He then starts driving speeding without even giving us time to find a sit on the bus. Extremely rude and aggressive driver, I never had a worst experience with national express, and I’ve been using the service for years. Please do something about the attitude of this driver as I don’t think he should work around people, everyone on the bus was shocked by his behaviour”

Posted 4 years ago

“I will never go again with this company. I was going from peterborough to london stansted airport I had to wait 1 hour for when they start move. That journey was so stressfull. Just don't waist your time and pay more money for taxi and be where you need on time without any stress.”

Posted 4 years ago

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National Express is rated 1.6 based on 326 reviews