National Express reviews

National Express reviews

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OK SERVICE BUT COULD BE ALOT BETTER

I have used national express a number of times and have not really had any problems reading all the rest of the reviews dose not shock me at all to be honest. I agree with most of the reviews when then say the drivers are RUDE! and have nuffin called manners i have got in to a couple of arguments with the drivers where they where just being totally rude which i think is out of order as we pay are money and expect good services.

I made a mistake while i was booking a ticket and requested the wrong time i realised i make a mistake so i called the customer service to sort it out i hat to pay a extra £5.00 to amend a ticked and 10p a min for the call i think £5.00 is a rip off to amend your ticket and they need to scrap that.
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Take the National Express if you want to miss a flight.

I was travelling from London to Stansted airport to get the last flight to Dublin. On my birthday. I was at bus stop near Marble Arch 3 hours beforehand (having checked in online for my flight). No bus arrived for almost an hour. When it did, it was in the wrong traffic lane and didn't pull over despite my gesticulating. I still was barely ok for time and 20 or so minutes later another bus arrived. It slowed behind two double-deckers, obscuring its view of the bus stop. Instead of pulling up to the stop, it overtook the double-decker and drove on! Both airport-bound buses were empty. I was now running late and hadn't researched alternative ways to airport as didn't think I'd need to. I got the train (which I should have done in the first place) yet missed my flight. Did I mention this was all on my birthday? Stranded in London, very out of pocket due unplanned train journey, hotel, food, new flight. All because of the ineptitude of a company who cannot deliver its basic service standard to get the customer from A to B. I advise any potential customer to NEVER rely on this service. Hopefully they will have to pull off the route and leave it to transport companies who can do what they're meant to.
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HEARTLESS!!

I was absolutely appalled at the way I was treated by national express I was waiting to board my coach home after traveling to Glasgow to visit in grandmother who is seriously ill. I booked a ticket back on your website as I have done several times before when I showed him my mticket he said sorry this ticket was for the day before I had obviously made a mistake that anyone else could have made, considering the mental strain and circumstances I was under. I was very polite a reasoned with the driver knowing that there were spaces on this coach as he was still openly selling tickets to customers that had just turned up to get on the coach I explained that I was down visiting my ill grandmother and that I made a mistake but surely considering the circumstances and thet fact id have to spend the night on the streets otherwise if he could let me on as I am a loyal customer and that I would be in a serious predicament otherwise. his response; (sorry cant help you mate now move away from the coach) is it just me or is this a serious disregard for a human being who had made a little mistake and was now in an absolute state! I can not express enough in my disappointment with national express and will never travel with you again I will be advising everyone I know and beyond by sharing my story! when that driver reversed out looking me in the eye at 11pm at night knowing the situation I would be in, well I don't know how he can sleep at night! I could never do that to another human being! I decided to use the last bit of money I had to go to the airport as I knew id be at least safe and warm! knowing I could not travel back to the coach station meant had to ask a friend to book me a flight which has now put me in debt. and all this because of a company that doesn't have a heart empathy or any humanity what so ever.
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Friendly, helpful drivers - with a sense of humour!

I was surprised to read the reviews so far, as I had a very different experience on a recent day return trip to London Victoria from Ringwood. The drivers on both trips were extremely pleasant and helpful, and the return journey driver made me laugh with his humourous comments over the microphone. He replanned the route slightly to avoid traffic jams at Twickenham due to the Rugby. Both coaches left and arrived on the dot. So maybe things are improving.
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Is there no alternative coach company?

This is the second time I have booked with National Express. The first time the coach drove past us and we had to wait an hour for the next one! Trying to telephone (at 10p per minute) was laborious. However, I did get a refund. I booked online (glutton for punishment) at the beginning of Feb and paid for a text ticket which didn't arrive. After many online chats (they are actually trying their best) it appeared I had booked an e-ticket. OK, so I asked for it to be subitted (as I hadn't received anything). Now the fun starts. Security no is a series of 0's which don't work. The website won't accept the last four digits of my credit card. When I press 'Help" it is non-existent. I have just tried again to get a valid e-ticket so we'll see what happens. I refuse to phone them until I really have to because the recorded message will offer the caller to go the website! For such a huge corporation, you would think their IT Dept would be up to scratch. I'll keep you posted.
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We know we're all going on a coach.

This is the second time I've embarked on the three hour and twenty minute bus journey from Manchester to London, technically, it's the first, the latter took four hours, but that was due to the "unforeseen" traffic on entering the capital.

I've met four new people lately, people who I'm getting to know very intimately very quickly, but I suppose that's inevitable when you start a new job where only five people (including myself) work. It's reminded me of "real" people's opinions on things, my housemates, friends and I aren't really "real," I think I can safely say that. Maybe we act as a buffer between the "real" and the "mentals" in society, but I'd say we're holding the corner where the buffer stands pretty strongly. When I mentioned to my foundling workmates that I was traveling to London via coach this evening, they winced with sympathetic disgust, "I hate coaches mate." Was as far as Stevens explanation extended. I am aware that I'm using my new colleagues as a very general mean of "real" but if you met them, you'd understand, they are "real" and they have an irrational intolerance, or fear, of hurtling down the M1 at 70mph in a lorry full of passengers.

My friends don't mind the coach, I might even go as far as to say that I, and a few of them, enjoy them. Trains are, in my opinion, similar to a roller coaster you've been on too many times and started to hate, and I don't particularly like roller coasters in the first place.

There is always a noticeable excited buzz during the half an hour departure preamble inside the artificial warmth of the coach station, there is solidarity between us passengers, whether we acknowledge it or not. We know we're all going on a coach, and this reminds us of school trips to Alton towers, or Sunday school trips to Sea world, or other school trips to Alton towers. Trains don't have this, trains are linear, samey things, if you want to feel like a part of a community that don't acknowledge each other, but share a mutual appreciation of nostalgia and a hatred of roller coasters that don't have loops on your travels, get a coach.
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DO NOT TAKE THIS COMPANY !!!

Tickets are cheap for sure, but when you are wainting for your bus to an AIRPORT, it means that you have to be ON TIME for your flight, the bus has been cancelled for no good reason, we had the info 40 minutes after the scheduled time of departure, with no other options than a "refund", very bad bad bad company, just an advice, pay a bit more and have your bus on time !

I respected the 180 minutes between my scheduled arrival time and flight departure time, but they do not care about it.

(I put one star only because I have to !)
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Coach cancelled last minute, extremely rude staff

I booked a 4:15 am London Victoria-Stansted coach. At 4:30 am, we were informed that the coach had been cancelled. The staff was rude and unhelpful, including a member of staff saying he doesn't "give a shit". We (30+ people) were basically left on our own in the middle of the night, with useless National Express tickets we paid for. I ended up getting a pricey cab not to miss my flight.
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Ripped me off and were nasty

First they tried to say I couldnt load all my load unless they upcharged a ridiculous fee for a few more boxes than I declared..
Then they broke items and I had proof from photos and admitted by the guy that moved it and they still have not after 9 months answered my claim. A guy named Jay at claims wont answer my emails or give me the money for all the damage to my furniture.
BEWARE of this company ....Find a reputable company that stands behind their movers.THIS is not the one...
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Booking scam

Wanted to book bus for Saturday and offered only one for Saturday and three for Sunday which I didn't notice. I've called customer service - amend ticket £90 (price paid £20).
15 minutes later I went to check for Saturday service again and guess what - four services offered cheapest £15, no Sunday services offered.
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No more National Express

The last few years I have travelled with National Express 20 times and only last 6months they have delayed/arrived late my every second trip,
Last time I travelled by National Express to Heathrow, when expecting to arrive 2h15m before the flight. When the coach was late for 20m w/o any notification and I was unable to located it on Coach Tracker (it works very randomly) I decided to call service for 10p/m. In another 20min I was adviced that next coach is going to be 1h15min after my cancelled one. Needless to say that was not enough for international flight, and I was forced to get a taxi £150.00. If only those guys were able to notify me in advance about their cancellation!
All in all: no feedback, no excuses, National Express is keeping silent. I believe I can't get no more: Bye-bye to NE!
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shameful cancelled coaches out of Hull in bad weather

Turned up at hull train station on Friday 6th December after being told nat express would provide transport out of hull due to cancelled trains because of flooding in the city centre and tracks..firstly at 6.25am there was NO flooding to be seen or puddles for that matter anywhere near the station.Anlaby rd or Beverley rd???all travelling were stuck unable to get to Doncaster to catch the connection to London!! Luckily i was one who got a relative to take us to Doncaster.travelling with ease out by anlaby rd.willerby and swanlad into the a63!! No problem.my husband went to work as normal down the 1079 bypass to harrogate at 6am?? No probs again..whilst i can understand the trains cancelling because of being near the river i cannot get over the stupidity of nat express cancelling services out oh Hull.PAthetic if its a elf n safety excuse..why does the UK companies flap and panic for no reason whilst other bad weather countries have no problems..no wonder they laugh at us..diabolical!
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Level of service is not as expected

We booked a return journey from Stansted to Victoria station. On the day of our travel we were informed of an accident occurred on the freeway which would make our 1 h trip to a 4-5 h trip. So the National Express representative said that we would be better off taking the train (at 2x times the cost of our already purchased ticked to the coach) as they couldn’t even guarantee that the coaches would make it in the 4-5 h.
As the train was considerably more expensive we tried to get our money back from National Express with no success.
They did however offer a 50 % discount on our next fare, but I won’t be using that any time soon.
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Awful service with no apology

Recently travelled with national express and was a full 2 hours 20 mins late arriving to our destination with no explanation, terrible service would never ever use again...
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72Hrs Notice to cancel a booking made that day?

Recently I purchased a ticket to travel from Glasgow to London Victoria on the same day for a last minute interview. Following making the booking the interview was cancelled, so I phoned and tried to cancel the booking 20 minutes!!!!! after booking to be informed that I wasn't entitled to a refund and couldn't cancel the ticket as I wasn't giving them 72hours notice. Unhappy I emailed my complaint to be told that under their terms and conditions my complaint did not apply - So unless you can guarantee what you are going to do 72 hours in advance, don't bother! All I can say is I will never travel with them and its a cheating way to gain money off of customers, especially when I tried to cancel when the money was barely out my account!!!!!!!!!!!! If I could have given them no stars I would have and I didn't even travel with them!
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Quite willing to leave a woman and child stranded

I have used National Express in the past with no problems, but today I lost faith in them. I had bought a ticket online to travel from Cardiff to Gatwick South Terminal. The best price I found had one change of bus at Victoria bus station. I very rarely travel but after past experience I thought everything would be ok. And it was fine, on the outward journey, but on the return journey the same cannot be said. There were delays on the M23 due to an accident, which delayed our coach, this meant that it was going to be very tight getting the connection in Victoria station. However we just made it, got to the right place, at one minute past our boarding time to find the coach still there. We waved to the driver, he acknowledged us but wouldnt let us get on the bus. He left without us. We went to the infomation desk, where our ticket was renewed for a later bus, some 3 and a half hours later. This would have meant that We would have arrived in Cardiff sometime between 1 and 1.30am. There would have been no way for us to get home, we rely on buses and trains. Due to the drivers unwillingness to let us board the coach, the only option for me was to go to Victoria Train Station and buy a train ticket to Cardiff. This meant numerous changes of trains but we got home safely before 10pm. All this cost me an additional £65.25 on top of the £67 I had paid to National Express for my journey. Not really sure I want to travel with them again if I have to change coaches on the journey, they know of the delays but do not take them into consideration, even though they have a list of all people expected on each coach. My ticket clearly stated it was for one adult and one child, pick up point , drop off point and connection point, along with times of arrival and departure. Not good at all.
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Impossible to book online

A friend of mine was complaining the other day when he was trying to buy tickets online.
Today I had the same frustration. First I tried to book tickets using my ipad. Not al the elements on the page will appear and the interface is not completely ready for mobile devices.
Then there was a SSL certificate error.
I finally got to the point where I could pay for the tickets, after inputing all the details, it simply said sorry but the tickets I was trying to buy were not available.
I took the PC and tried again, to get to the last step and get the same message about tickets not available.
I don't understand why you let me select the ticket, input all the credit card and personal details to then check if it is available? Logically that should be the first step.
Disappointed.
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Book with National Express at your peril

If you ever need to make a change to or cancel your booking, this company is appalling. They charge you 10p per minute when you dial in on their customer service line and leave you listening to a recorded message for ages (I've tried a couple of times and hung up after 30 minutes of being told that someone would be with me "shortly"). When a company has the gall to charge people for customer service on top of change or cancellation fees, then they should at least provide it!
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Bad Policies

I am a regular customer of National Express, but only because I have to be. I have found that their ticketing system and policies are terrible. As a result I have been penalized any time I have had to amend a ticket (for any reason), I have also been left behind by a bus driver I see on a regular basis when I was unable to provide cash for a new ticket and my phone was not working.
I also had friends who missed a coach at Gatwick Airport because their plane was late and they had to buy entirely new tickets for the next service.
I will never recommend this company again.
As well, the coaches tend to be freezing cold or incredibly hot.
It seems clear that National Express does not really care about their main customer base nor do they care about providing a positive experience.
I hope that National Express updates their ticketing policies and their policies for drivers. No driver should fear being punished for helping out a regular customer.
I would recommend using another company or mode of transport.
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The worst service ever experienced

Never travel with this company as they are the most unhelpful service ever,as well as the worst customer service experience.They pretend to be always right and they don't care about their customers what so ever.

National Express Details

About this company

National Express offer a wide range of cheap coach travel & train fares to over 180 UK destinations, with cheap local bus fares in selected areas. Buy cheap coach tickets when travelling to destinations including London, Southampton & Portsmouth from National Express. We offer a large selection of cheap train fares and airport transfers to all the major train terminals and airports, including London, Birmingham, Manchester & Stanstead.

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Contact information

Call us on: 08717 818181
We live here: United Kingdom

Category

National Express is ranked 323 out of 327 in the category

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