We arrived at the coach station early, and at about 12:13, two coaches turned up. Ours was due to leave at 12:15, so it became a stressful situation of trying to determine which of the coaches was ours in about two minutes, as neither of them listed our destination. We had also seen another coach come in and then change its destination, so weren't sure how reliable this was. The monitors where we were waiting said no information on coach departures was available, so we had no information about which coaches were incoming and when, other than literally seeing them as they arrived. My Mum got into the queue for Coach A, and I went to check on Coach B. The driver from Coach B (the coach it turned out we should have been getting) asked if I was getting on, so I asked where she was going, and she said, '[end destination]'. I then said oh I think we're going in a different direction, at which point she said okay, and got back on the coach. She didn't ask to see a ticket, or ask me where I was going, or establish that there were other stops along the way, all of which gave me the impression that it must have been a direct route to that place - assumedly she was in a rush to leave at 12:15, which again, gave us barely two minutes to figure out what was happening. Also Coach B stopped at a different bay to the one we had been directed to by the signs, whereas Coach A was parked in the proper place, causing additional confusion. I went back to the queue for Coach A, where there were two members of staff, one helping people with their luggage and another checking people's tickets. I went to the man who was helping people with their luggage, said we were going to Nottingham, and asked him if this was the correct coach for that. First he stared at me in a disbelieving sort of way, and then rather than answering my question, I am not exaggerating when I say that he shouted at me to 'look at your phone', 'look at your phone'. His tone was extremely angry and disrespectful, and again, he was actually shouting at me. He kept saying to look at the service number - at the time I wasn't sure what this was, as the text on the ticket is very small and it's not highlighted as an important piece of information - so he actually helped himself to my phone screen and zoomed in to the point where the service number was, then pointed back at their coach to say that it wasn't the same one. He then continued to shout, 'You want that one, it's gone now,' and pointed to the NX 240, which was just turning the corner and leaving. He then turned away to carry on helping other people with luggage. So thanks to the poor service of the National Express staff, we were left stranded in Sheffield on a day when no trains were running due to strikes, and my partner had to drive two hours to pick us up and bring us home. I would also note that the man in question seemed perfectly ordinary with almost everyone else. He didn't direct any of his aggression towards my mum (people often don't realise we're travelling together, because she's white), seemed perfectly normal and calm with everyone else, and seemed to be having a laugh and a joke with his fellow driver - the man checking tickets - so didn't appear to even be in a bad mood. The only times that he got angry and shouted were at me asking a very simple question, and at the only other black woman there, who he shouted at to go and get her ticket checked because she was wheeling her luggage over to the open luggage bay first. Again, I really do have to stress that although the shouting in and of itself was completely awful, unprofessional, and unacceptable, there was a real nastiness and anger to it, and a real disrespect that made me feel spoken to as though I was thick, and his behaviour was the same with the other black woman who was there. Before and after speaking to both of us, he seemed perfectly normal and level, and I did not see him direct this aggression or behaviour at anyone else. I cannot express enough how uncomfortable this made me feel, and both myself and my mum were hardly able to respond for just absolute shock at the way he was "speaking" to me. Suffice it to say, we won't be getting National Express again, and I would strongly encourage anyone else considering it to steer clear of them.