I will like to make a complaint about Kitt that drove the couch to Heathrow Terminal 2 and 3 today @ 15: 00 hour today. I will call him a wicked old man have ever came across in my entire life. Have been talking couches from the couch stations for the past 20 years but today I met a devil that I rebook to meet again. He tried to make me miss my flight but I thank God that failed his plan . I have a coffee machine duffle bag this guy insisted at the last minute that I have to go and pay for extra luggage £15 with all the begging, crying and my explanation he insisted I have to go to the customer service and make a payment as that is not enough. After making a payment he insisted searching my bag if I have food in it like he’s a custom officer . I was begging him after making the payment he insisted looking inside my bag if I don’t have food there. If you don’t talk to him to take it cool with your Passanger he will make you lose a lot of customers and you won’t know why you are losing customers. He frustrated my life today and spoilt my day. I was begging him pleading that am going to missed my flight he insisted I have to go to customer service to pay for an extra luggage I never have extra luggage all because of the coffee machine box made the duff bag big. Because you Kit made me cry and made me bitter you will always experience bitterness all the days of his life . None of my family and friends will never ever travel with Nation Express again. I was shaking I nearly collapsed at Victoria Couch station in Oder not to miss my flight the couch is about to depart. Is a better experience that nobody will like to go through. Kitt my God will never forgive you for the stress you put me through today .😢