My wife and i bought a ticket from heathrow T4 to Bournemouth with National Express after a very long flight. The attendent at the airport came out and declared to the crowd of 30 of us that our coach will not be arriving. He told us that we all will be getting on to the coach to portsmouth and they will be dropping us off in southampton and a further coach will be getting us to bournemouth. We ask for the guarantee of this and he said the national express will never leave anyone stranded i promise. When we got to southampton there was a coach but with not enough room for all of us. 17 of us were left in southampton andf told taxis or a coach will be with us in 5 minutes. the crowd left of 17 people included a family of 5 with a small baby who didnt speak english and anther couple with a baby and 2 young 16 year old girls who were here from switzerland. Without a care in the world for any of these people National Express left us all stranded without anyone turning up after 45 minutes.. We all scrabbled around trying to flag down taxis to arrange transport but when we left there was still a family of 5 left there at midnight. Getting home at 1am nearly 3 hours after we should of was a disgrace. I contacted customer services today and they stated taxis were sent and i advised that was untrue as we were there waiting. I asked to speak to a manager who first said he would refund my ticket and taxi but went back on his word and said later that he would not refund the ticket as he got us half way home. Outrageous.I then asked to go through to the complaints dept and was told that now i had dealt with him then he would not put me through to a complaints dept as he dealt with it. I then asked for the name of the taxi company he said he had paid to collect us . He told me they did not know the taxi company. This is the same taxi company he said they had paid to pick us up that did not arrive but he did not know who they were ???!??! . The fact this company left so many families stranded and offer no apology or damages for this is disgusting. luckily we had good people in the group that helped out the people whose first impression of our country was this disgrace of a company. Like me if you were one of this group contact trading standards and lodge a complaint so this does not happen to other families or youngsters . National Express you should be ashamed !!!!