Very disappointed with the response I received. We are in the middle of a global pandemic & there doesn't appear to be any room for human compassion. As a family of 3 we were due to travel to the UK from Australia on 29/12/21 and booked the bus from Heathrow to Plymouth for 30/12/21 and returning 2 weeks later. We were due to visit my mother-in-law who's 101 years old. As we were unwell prior to flying & all had to get covid tests (one member of our household has since tested positive)we had to cancel the flights which in itself was stressful and National Express would not issue a refund or even a credit which was all I asked for because the ticket was non-refundable. Where does common sense prevail under such special circumstances that the world is currently going through? For a fee they offered to change the ticket but that didn't fit in with our plans as we would have to pick a date out of thin air & only within a 3 month time frame! Unfortunately they are the only company which operate from Heathrow otherwise I would not be using them in the future- maybe I'll make the treck to Victoria Coach station & catch a much cheaper & better organised Megabus service. I would highly recommend that option!