Wrong and poor customer service! Poor communication from such a reputable company. I was booking tickets to travel for the first time with National Express to the airport. My coach was booked for 17:10 and left house at 15:00 to male my way to Marble Arch. The location in their email took me to wrong station on the opposite part of the road. A coach driver who I approach was so rude and probably fed up with his work place too and he said to me he doesn't own the company he is just the driver so he refused to even tell me that I was in the wrong station. The coach did not turn up. The online tracker did not work and did not help me in any way. The phone line also did not work. I started panicking as I thought I will be missing on my flight and it was in between Christmas and New Year. I ended up taking an Uber. The bottom line is...NO COMMUNICATION AT ALL...I was not informed at any point that the coach was having delays or anything. For a first time user of the service what do you do???? You loose your trust in the service and do not take a chance to miss on your flight either. When I contacted them afterwards they told me the next service was withing 38 minutes after my scheduled one. Who on Earth would wait there for almost 40 minutes just in case a National Express coach would arrive for you when there is no communication from them? A normal person would never do that. When I approached them about this issue they dealt so rudely with my complaint asking me to even prove that I travelled by uber that day in order for them to give me the money on the coach tickets!!!! Is this normal for such a big company to treat their customers this way??? They made me travel all the way to Marble Arch and pick up an Uber for the city when I could easily do the same thing from home spending less time for travel and being even cheaper than traveling from there to the airport. Unfortunately, I believe that due to the business being so waste, the customer care and consideration is getting forgotten...the money is most important!!!!