National Express Coach Reviews

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On 20th October 2009, I travelled with National Express Coaches from London Golders Green to Stansted Airport. This is the last time I will be travelling with them. Absolutely diabolical service. I asked both the driver and the assistant at the station if they could put my luggage in the hold. They refused and said i have to do it myself. On boarding the bus, the driver said i cannot take my hand luggage on board. I said that i have valuable in it. He insisted i cannot take it on board. so i took out my valuables and put the luggage in hold and boarded the bus and I told the bus driver i am appalled with National Express Customer Service and that I shall not be travelling with them again. I handed my ticket to the driver and he said to me you get off the bus right now and catch the next bus. He became extremely aggressive and said if you dont like me as the driver, you get off the bus right now. I said that i have not done anything wrong and i have my ticket here. He gave me my ticket back and said if you dont get off the bus right now, I am going to call the police to remove you from the bus and you will be holding everyone up. I went and sat in a seat. the driver repeated again that I am going to call the police because of the way you spoke to me. The assistant outside then came onto the bus and started accompanying the driver by saying that he saw how i was speaking to the driver and that i must get off the bus. I refused. The driver finally asked for my ticket and then decided to set off for the airport. I was absolutely appalled at the aggressive manner in which both the driver and assistant deal with customers and have made a complaint on the same day with the customer. I then received a call while i was away despite telling the customer service agent that i was going to be away for a week. on my return, i contacted the customer relations department to speak with Tony and they said he will be back on Thursday 29th October'09. No one else in the department could assist me as they couldnt find my complaint on the system or a reference number. I then asked to talk to a manager by the name of Anne, she also couldnt find my complaint on the system and apologised sincerely and asked me to go through my whole complaint again. She then promised to call me on the 29th October'09, it is now the 4th November'09 and I have still not received a call from her despite leaving a couple of messages for her. I have to say that i had not travelled on National Express for a long time. I am appalled at how their service has deteriorated since I last travelled with them. I shall definately travel with another company like Easybus etc next time as i received much better service with them than with National Express. One has to pay about £14 for a one way ticket to Stansted airport and it just makes me wonder what for! How do you think I must be feeling before setting off on a holiday to be threatened to be thrown off by the police for no reason.

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I've just done two overnight trips between London and Edinburgh with National Express.

The only thing I liked about it was the cost and availability - I couldn't get a flight and managed to book a seat with no problems for little money. Our drivers varied but they were generally decent friendly people. But, it was cramped both for leg room and width of seat and very uncomfortable. Hot food or drink on the coach was not permitted for "Health and safety reasons" which was only mentioned when we ...

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Very poor customer service and experience. The National Express Coach staff act as if it is their fiefdom. I have seen incidences when the driver took money from passengers without issuing a ticket. Nobody helps with the luggage and recently had interaction with a rude staff member at the Heathrow Airport station and on complaining the other staff started colluding with him...sort of a trade unionism !! There has been no reply to the complaint even after 3 weeks.

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Booked a coach trip from London Victoria to Milano, via Paris for one week. It was like a carry on film, almost farcical and amateurish at times but quite annoying and inconvenient at others.
We had a foreign coach driver who did not know the roads well so we missed our slot at the Channel tunnel and had to wait for the next crossing. This meant that we risked missing the connection in Paris. Coach driver had no idea what to do or who to contact. Our friends at home contacted the helpline who a ...

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Travelled April 09 from Street to London Victoria. National Express Coach was overheated, stench of burning which driver later admitted was gearbox burning up! Due to crash on M4 there were hours delays but no alternatives offered, nor funds to allow tube travel from Heathrow [we didn't want to even stop there but were forced to get embroiled in the queues] so cost a further £4 each!

On return the driver refused to let a passenger board who'd been delayed in the airport even though coach ...

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On the 28th of june 2009 my mother and i travelled on the national express that was bringing us back from Brighton To London Victoria (the 19.20pm caoch). The driver was fantastic, very friendly and funny. He entertained absolutely everybody on the coach and made everyone feel very comfortable and relaxed through out the entire journey. He is a credit to the company.

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National Express Coach left on tome good communication .

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National Express has in the main very bad staff - who are insidious with their comments - it is usually ok though.

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I very recently travelled National Express Coach from Birmingham to Heathrow. The service was superb. The coach was on time, the driver told us to board the coach while he put our luggage away. The coach departed on time. Announcements were made when necessary. On board the seats were comfortable and relaxing. Just hope National Express can maintain this service.

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Our journey on National Express was cancelled due to poor weather which is understandable; however we did not know of any cancellations and waited at the station for a bus which did not arrive. This gave us little time to plan any alternative routes.

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I travel to London and some other major city's in the UK from Mansfield in Nottinghamshire twice every month and I will always use national express or eurolines from London the drivers are really friendly and always try to be on time only 1 time was the coach an hour and a half late due to an accident on the north circular and the driver used the a1 but found that the a52 was shut after Grantham and the diversion wac country roads was to tight to get a 40ft long coach down so ended up going a lo ...

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Costs way too much for the service they give. Pity there's not more alternatives!

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I have used them 5 times and found the drivers to be incredibly unhelpful. It's as if it's their ambition to make your journey as difficult as possible. I now pay 5 times the price for the train journey so as not to have to use their "services".

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I've waited 5 weeks to far to receive a reply to by complaint about the coach breaking down - am now writing to the Chief Exec as appalled with poor service.

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National Express Coach have modern coaches, trains are good and service is OK. However, too many coaches are confusing to me, and haven't found them to be very reliable.

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I think the seat quality is very bad. Some seats have safety belts but most of the seats I saw were without safety belts. I really laughed when the driver announced to wear the belt because the seat where I was on was without a safety belt.

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I recently travelled from West Yorkshire to Poole in Dorset on the 335.
well what can I say, I was expecting an old coach, old driver, and basically I imagined getting to Poole wishing I had never left home. How wrong was I, the coach was one of those new ones, it was clean, tidy, and the toilet was spotless.

and here's the reason why, our driver! This guy was 5 star brilliance, every stop when we picked up a handful of new people he would do a fantastic, funny and entertaining speech about sea ...

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Have tried for three days to get on line to book a National Express Coach to Gatwick that I now give up and will drive myself. Last time with National Express Coach no trouble to get in touch, this time I cannot contact them with any comments.

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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 ...

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Leicester to Bournemouth coach suffered unbearable heat from the air vents while the driver sat there in denial maintaining the temperatures were pre-set. 2hrs later the supposedly pre-set temperature dropped to cool air and I suspect it was the drivers worry of social unrest. Had I not managed to open the top window there was no telling what the passengers would of done in such a unbearable environment.
As of yet customer relations have not acknowledged my complaint and I wonder if they ever w ...