National Express, East Coast

On my return from Bath on the 29/4/23 at 20:15, we got into the Bus to find out the toilet was out of use, with the message stating that it was blocked. It is unbelievable that National Express Coaches actually put a bus in service that can be considered Not Fit for Its Purposes as it can't even offer the minimum for their passengers.

When I tried to charge my mobile I was disappointed to find out that the USB wasn't working. I tried several seats and none of them had an USB working. People seating next to me also tried several seats without success. When the driver turned the lights off, those who wanted to read their book were unable because the white lights on the ceiling were not working.

I requested to the driver to stop in Earls Court, as I knew the company has a stop there before heading to Victoria. The driver told me that it would not be a problem. When the driver turned the bus from CromWell Road into Warwick Road I got my things to leave. He even stopped for a few seconds almost in front of the station. I could just literally cross the street to it, but then he proceeded without opening the door. I asked him where he would open the door, and he told me just a couple of streets away, and drove for another 10 minutes until Albert Bridge Road, near Chelsea and tried to convince me that the place was Earls Court, when Earls Court was at least 10 minutes back by

bus and it would take me at least 40 minutes to walk back. It was overall, a very bad experience with this Company, who has an unexperienced driver and lack of care for their customers running old and not fully functional buses. How can you leave the bus station with a bus which doesn't have the minimum necessary to offer a comfortable trip to your customers? It is unacceptable to have in service a bus which will run for at least 2:45 minutes where passengers can't even use the loo. When we boarded and found that the toilet was not working, my friend asked the driver where the toilet was and he told him that he would have to go to a restaurant as the station doesn't have toilets. My friend is an old person with mobility problems and he had to try to run to the restaurant and back before the bus left. He got back just in time, but had to push himself to be able to take that bus. The request to stop in Earls Court was also due to his mobility and the driver trying to drop us more than 1 mile away wouldn't help at all. I would like an apology and compensation from this Company, as I didn't receive what I paid for.

Having been delayed 30 minutes due to cancelled South West trains (and therefore getting to watch my train to Edinburgh rolling out of the station), the very understanding East Coast staff changed my ticket, saving me what I thought was ~150quid on a new peak time train. People generally often do the bare minimum at work, where as the woman serving me obviously went out of the way to improve my morning substantially.

I routinely travel between London and Edinburgh although much prefer flying as even East Coast trains First Class are expensive and the staff are rude. One example is a Lady called Christine Exley handed out some sparkling water which sprayed everywhere when opened and had obviously been severely been shook on her trolley. She gave a smile and left them to mop their table without offering a napkin.

Flying next time as flights crews appear to care

after spending £500 on a group booking I needed to ammend 1 ticket, to leave later that day. On contacting the call centre, I was told this ticket is not refundable. after explaing the circumstances, I was told after speaking to a manager that I could go to the kings cross ticket office where they would do it for me. After queuing 20 minutes to be served, I was served by a rude member of staff, telling me that theres no way, they shouldnt of told me that on the phone, and finally saying... 'WHERE IS YOUR EVIDENCE' Tottally shocked and embarassed I managed to argue my case and was told it would be £200 extra!!! The original ticket for 1 person cost £40!.After arguing with me more I was given a £10 admin charge and told to pay £40 extra and had to travel after 7pm. Bad service, Packed train, delayed..... couldnt of been any worse

Excellent!! This was a first time journey using 'EAST COAST' trains 1st class carriage for my husband and I, these people know how to look after their passengers.......although the chap serving us on our outward journey to King's Cross London could have been a bit more cheerful....a smile would not have gone a miss!! Love the tea/coffee served at your table in abundance, snacks...all complimentary, journey incredibly comfortable, arrival in London from Doncaster was super fast.........just over 2hrs!! Would definitely consider travelling this way again!! Over all, this journey to and from London was quite amazing!!

Unfortunately, you don't have much choice when travelling from London to York. I do this journey once a week. East Coast is a terrible company! The coaches are dirty, shaking all the way long, and they are usually either freezing cold or super hot. No one respects silent sign in the quiet coach, and the controller, when he shows up (I have done many journey without seeing one) doesn't say anything.

From my experience, their trains are at least 40% of the time late, from a couple of minutes to more than an hour. The "funniest" is that they display on the notice board "arrived" when the train is not there yet, certainly to improve their stats. Customers are always confused.

When their trains are very late, they are supposed to refund you. They send you a voucher (it takes them more than 6 weeks to do it!!!) that you CANNOT use on-line, so you have to go to the counter or call them. As the results you cannot benefit from the online discount. it is such a RIP-OFF!

They are soooo bad!

I have used East Coast Trains for a lot of my train journeys, and they are usually good. They do not charge a fee when buying, so that is the reason why I chose this website instead of others like thetrainline.com.

Recently, I bought some tickets to go to Liverpool and had it delivered to my home address, I ordered it 2 weeks in advance and then I went on holiday, the tickets did not arrive and I ended up having to pay triple the amount. In order to get a refund, you have to pay £10 administration fee.

Good as long as they deliver.