National Express Coach Review

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2.3 stars
Average rating for this product is: 2.3 out of 5

From 5 ratings and 34 reviews

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Guest's Review of National Express Coach

31st May 2008

Overall Rating

0.5 stars
  • Value for money
    0.5 stars
  • Cleanliness
    4 stars
  • Reliability
    0 stars
Good Points

Clean coaches, good friendly drivers.


Bad Points

Extremely bad customer service, when a coach is delayed/broken down people are left waiting and no communication form then regardless of the fact that they have your contact phone number!


General Comments

I have taken 2 coaches in the last 2 months: one return from Luton to Oxford and the second just yesterday return from Stanstead to Hatfield, Herts. Both instances I bought tickets on line and in both instances out going journey was good (coach on time, no delays etc). However, both days the return journeys were unacceptable! The coach from Oxford to Luton didn't turn up due to a mechanical fault (an hour later the replacement coach was also broken down en route!!). 2 hours later, we were put in private taxi's to transport us to appropriate places. Lucky I had plenty of time before my flight (something some others didn't have - but, it was their fault!).

Yesterday, the coach from Hatfield to Stanstead was delayed for 45 minutes - no phone call to the mobile number given when I booked the ticket online! When I called, they put me on hold and the line went dead. I called again and was eventually put through to the complaints dept in B'mham. National express representative answered and without even asking me what the problem was started to shout very loudly in an intimidated manner that I should leave enough time for possible delays/coach breaking down etc and that I am refusing to comply with their small print. The bottom line was it's not their fault, nothing can be done about it, if you miss the flight it's the customers fault! What a disgrace!

The representative of National express should be re-trained to handle customer complaints without getting aggressive. I am very disappointed.

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