I purchased tickets on the day of departure and the instructions on the ticket were to meet at a particular coach station in London. My husband and I arrived 15 minutes early and were told by the staff of N.express that this coach station was closed today due to the queens funeral and we had to travel another hour to Wembly station. They said not to worry about the time of departure on our ticket, as the coach would accept our ticket regardless. When we arrived (and walked for 15 minutes in the rain on the other side) we were denied access to the bus due to the departure time on my ticket. There were many many other travelers in this same position. All other buses that night were booked out and N.Express staff just shrugged their shoulders and said to go to a hotel and try again tomorrow. We don't live in london and it was very late so had nowhere to stay, and had people expecting us on the other side of the coach that we booked and paid for. In the end we had to catch a 2 hour uber which cost us a lot of money. We have emailed National Express for a refund of the coach ticket, and reimbursement for the cost of the trains to get to 2 of the coach stations they told us to go to BUT THEY HAVE NOT REFUNDED OR REIMBURSED US A SINGLE PENNY. We have been chasing them up for over 2 months now and they are just ignoring us. My level of disappointment and frustration with N.E is extremely high, and I can't believe their lack of care for their customers who they have caused so much stress to.