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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

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“Every time that I have taken the National Express to Heathrow Airport, there is a guaranteed 30-60 minute delay. Coaches to London is usually on time, but I have nearly missed my flights because of its consistent lateness. Would advise to take 2 coaches early if you expect to make your flight.”

Posted 4 years ago

“During the 4 years I have been using national express their has been far too many occasions when the coach has been either late to the pick up stop , or late to arrive at the destination with no update before. Not only has it made me late for multiple important jobs, but also late to check into hotels etc. The only positive is the price which now makes sense after the lack of punctuality I have seen within the company. If you are travelling for buisness or want to be on time I recommend you get the train or the Mega bus.”

Posted 4 years ago

“The booking system online is absolutely chaotic. I travel from Skipton to London on a weekend and always double check I’ve booked the correct dates. This weekend I wasn’t sure what day I would be needing to travel so I booked a flexible ticket - however the buggy website decided I was going to have an non flexi ticket so my weekend is now ruined as I can’t travel on the suggested date I had chosen. The fact you have to pay an extra £15 for a flexible date ticket is also ridiculous and infuriating. Total waste of money and time. Also to add - I have never once returned home on the time it has told me I would be getting back. The organisation is terrible and the drivers sometimes rude.”

Posted 4 years ago

“I live in Sheffield and I take the national express coach to London almost every weekend, since prices of train tickets are unfortunately not affordable. I can say I have not had a single positive experience so far. I mean, the coach is quite comfortable with wide space for legs but, seriously, I always arrive at least one hour after the scheduled time (taking more than 5 hours and half in some cases) and this is not acceptable. Since it regularly happens, I believe they fail in correctly planning the travel duration. It would be easier to indicate, when one is buying the ticket, that the travel will last 5 hours and half instead of 4/4 and half. It would be a more transparent attitude towards customers, that in this way would know the travelling conditions in advance. Plus I have not found wifi on board in more than one occasion. In 2019 wifi is a very basic service everyone expects to find for such a long journey.”

Posted 4 years ago

“Booked my ticket way in advance for a live music weekend, to be emailed weeks later to tell me everything's changed, causing me 4 hours of delays and standing around in the cold wet rain all thanks to national exapress, when I asked to change the ticket I was told to ask the driver, driver then told me they say that to get u away from the counter and there's nothing he can do! P!ss poor and bad on a health and safety side as I was told to go to a dangerous place ( coach park ) with coaches coming and going for no reason other then to get me away from the counter, poor service, bad practice, and just totally disrespectful, worst 13 hours of my life for a trip that takes less then 8 hours as originally planned”

Posted 4 years ago

“Bus was an hour and a half late anyway- then driver said that he was taking a half hour break as the driver who was supposed to be taking over from him was stuck in the South East... We live in Newcastle! How the frig can he be stuck hundreds of miles away without them making provisions for it? It's not like he'll have just called them last minute. By this point our driver was running nearly two hours behind but still stopped off for half hour break. Arrived home hours and hours later than planned, missed all the trains we'd booked and paid for and had to spend £28 on a taxi. Shocking.”

Posted 4 years ago

“This is a completely disappointing, how come on this whether, when outside is so cold inside of the bus is freezing?? The driver attitude is down standards, very rude and aggressive person, how is possible to pay that amount of money for such a horrible condition of travelling? How it’s even possible the temperature to be colder then outside?? And the way how he put in the luggage was really a disaster, how can someone think to directly push the entire luggage with his feet??Awful!!! 21.11.2019, 02:40 Just gross!”

Posted 4 years ago

“Im a driver for National espress they have cut my paid not caring about any employees with families that show me its only about there welfare not the employees that show me they dont care not happy with this company that why there driver are very upsetting not worth working for you.”

Posted 4 years ago

“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!”

Posted 4 years ago

“On the route London to Bath on Saturday the bus is always at least 1h late. You do get a voucher but tbh, I will not be going with a nationalexpress coach anymore. This is very very poor.”

Posted 4 years ago

“The driver was extremely uncivilized, harsh and unskilled. The minute I boarded the bus, I started feeling sick (because of poor driving skills and abrupt meandering) to the extent that I felt like vomiting several times en route. I felt so bad that I could not even stand up or else I would vomit on the bus. After I felt slightly better, I asked the nasty driver how bad I was feeling and requested that he stop for a couple of minutes so I could use a restroom. All I heard was a strict "NO", and that we would reach the Luton airport in a little while. I tried my best to tolerate the situation till we reached the Luton airport, where we would stop for a few minutes. When I told him I had to go use the toilet and how I was feeling, he gave me the most brutal answer possible, saying "You have to be here within less than 10 minutes or else I don't mind leaving without you!!!!!!!!!!!!". Last but not least, upon arrival at Hethrow and getting off the bus, I mistakenly stepped to the other side, which was secluded for drivers and staff. That was when the driver started yelling the same way one would yell at an animal, lashing out "Get back, get back! Don't you see the sign?!". This added up to the negative experience I had with the previous bus. I had reserved the previous bus and arrive just a minute in time but he had already left! I had to pay 22 pounds to get the next ticket.”

Posted 4 years ago

“Trustpilot reviews Categories My Reviews My Settings Help LOG OUT Alternate Text RY4N2462 GB For companies Your review counts! You reviewed National Express Coaches Add photo RY4N2462 2 reviews 1 star: Bad Updated just now Desperately need to learn BASIC customer Service skills Can not fault the journey itself, and with a reasonable and understanding attitude i am happy to say that alot of the reviews about timings, cancellation and "wifi" are largely if not wholly unfair. However, i can vouch for the state of the toilets although that is not my complaint. My complaint is the seemingly desperate need for a change in attitude and customer service lessons. The rude, abrasive, dismissive and impatient attitudes me and my partner have received from 3/4 of your drivers have led us to decide to never use your service again in future and instead get a train or another form of transport And sadly, hence my saying you have a desperate need of actual lessons, we are not the only people to have received such an unwelcome and unfriendly service and after studying your reviews it seems to be at least 90% of your reasonable complaints. Considering we have never used a coach service before we have been spoken to like we are utterly stupid, made to feel absolutely pathetic and have genuinely ruined our entire journey. To make matters worse Our coach now has had to go back to the depot which is where we are now headed because it has been on the road for 5 days. After, as understandably coaches will be late every now and then, i think its completely unacceptable that a coach has been allowed to pick customers up just to drop them off at a different location especially as it shoudnt be on the road as it is if its in such desperate need to be off the road. Its inconvenienced EVERYONE on the coach including me and my partner who have paid full money for a service i highly doubt will get us to our next coach on time (remember, we are already late). If a coach needs so badly to be off the road it should have gone back the second it done its last journey. Not pick MORE customers up. From there you are either under coached or just didnt bother sending a fresh coach out. Truly out of order service and i am officially looking for a full refund and i now rate just a 1 star rating and would do even less than that if i could. Appalling.”

Posted 4 years ago

“Just back from Liverpool had great time Paul the driver made our weekend too what a laugh we had.THANKS😀”

Posted 4 years ago

“I booked two tickets on line. (Whitechapel to Stansted airport) The A7 bus never passed. I paid £ 16 in tickets, and £ 64 in uber to get to the airport to catch my flight. National express refused to return my money. No stars if I could.”

Posted 4 years ago

“Staff sucks af. On my return trip from London (Victoria station) to Glasgow the bus got delayed. I kindly asked the staff standing on lane 5 (one guy and one girl) when I would expect to board. They ignored my question at first. The girl was busy figuring out something on the computer with the help from the guy. The way she used the bus map software looked so inexperienced and unprofessional. Then they told me it would be a 1-hour delay (12am instead of 11pm). I went out for a drink, and came back at exactly 11.45pm. The bus had gone! I asked them why the schedule was so haphazard, and the previous girl blamed me for not being present in the station the whole time. She didn't want to talk more, no apology and told me to go to Mega bus which is also in the station to figure out what schedule Mega bus have in the next morning. I was so mad that I immediately booked a ticket from British Airways departing at 5am, wished I could have done that instead of choosing the not-so-cheap, terribly disgraceful bus service. If you study/work in the UK for a short time, never choose the bus here, flights are way more respectfully professional, and not so expensive. In my case I risked saving 20 pounds to choose the 30-pound bus to Glasgow instead of flight, and I would not dare to go by bus again...”

Posted 4 years ago

“Staff sucks af. On my return trip from London (Victoria station) to Glasgow the bus got delayed. I kindly asked the staff standing on lane 5 (one guy and one girl) when I would expect to board. They ignored my question at first. The girl was busy figuring out something on the computer with the help from the guy. The way she used the bus map software looked so inexperienced and unprofessional. Then they told me it would be a 1-hour delay (12am instead of 11pm). I went out for a drink, and came back at exactly 11.45pm. The bus had gone! I asked them why the schedule was so haphazard, and the previous girl blamed me for not being present in the station the whole time. She didn't want to talk more, no apology and told me to go to Mega bus which is also in the station to figure out what schedule Mega bus have in the next morning. I was so mad that I immediately booked a ticket from British Airways departing at 5am, wished I could have done that instead of choosing the not-so-cheap, terribly disgraceful bus service. If you study/work in the UK for a short time, never choose the bus here, flights are way more respectfully professional, and not so expensive. In my case I risked saving 20 pounds to choose the 30-pound bus to Glasgow instead of flight, and I would not dare to go by bus again...”

Posted 4 years ago

“Bus was late for half an hour to go to Luton Airport. Thanks to two drivers which didn't even care about it (had even time to chat to other drivers), we missed the plane.”

Posted 4 years ago

“Bus was late for half an hour to go to Luton Airport. Thanks to two drivers which didn't even care about it (had even time to chat to other drivers), we missed the plane.”

Posted 4 years ago

“If I could give minus stars I would. Inefficient and unreliable coupled with terrible customer service (Especially the driver of the A2 bus from paddington to Luton 8/10/19 at 8:15pm)!”

Posted 4 years ago

“What a complete joke this company are, to get a bus pass for your child to go to college, they charge the earth, and to apply for a 16-18 bus pass they want you to pay additional £10, this is what I call extortion prices, what more would I expect from this country, ripping people out of there hard earned money”

Posted 4 years ago

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National Express is rated 1.6 based on 326 reviews