Quite frankly, I am utterly appalled by the service I received yesterday on board the 737 service from High Wycombe to Hatfield and on the return leg from Hatfield to High Wycombe. The fact that there is no clear location to lodge complaints on the website either, just shows how poor National Express is in dealing with complaints. As a customer who has been using the service for the fifth consecutive year, I have totally lost all confidence in this company. Let's start with the outbound journey (High Wycombe Town centre to Hatfield- 07:30-09:40). We got to Luton Airport and were told that the coach had a flat tyre so wouldn't be able to continue the journey to Hatfield with the coach. We were told that alternative arrangements were being made, but that was the only update we received. Instead of being allowed to stay on the bus, we were asked to disembark and wait in the cold for over 30 mins, only to be told that I would be sharing a taxi with two other people. Whilst most other passengers got on the 787 service to continue the journey to Stanstead, I was the only one on my coach who was told that I would have to get a taxi; although would need to drop off two other passengers to two completely different locations, none of which were close by. So whilst waiting for the taxi, we were thrown about from person to person at Luton, as not even the rude staff knew what taxi was taking us to our destinations and when it would be coming....even animals are treated better than we were. Even though I got to my destination, albeit late for an important meeting, I thought this was a one off and allowed myself to excuse the matter as I understand breakdowns can happen. However, I was utterly disgusted as to how I was treated on the return leg of my journey (as if my journey with NE couldn't have got any worse!). On the return leg, (737 Hatfield to High Wycombe Town centre- 12:50-14:45), my journey was nothing short of a nightmare. I arrived at the coach stop outside the Galleria at 12:25, so well in time of the suggested 10 minutes before scheduled time of departure (which is both clearly stated on the ticket and on the company's website). By company policy, the coach is not allowed to leave before the scheduled time of departure, if all passengers booked onto that service are not there....(otherwise someone please explain to me what the point of booking a ticket is?!). So I continued to wait for the coach to arrive at 12:50. Now obviously because I was aware of what happened earlier that day, I was expecting some delays with the coach service. Bear in mind, I had not moved from the coach stop, and neither had the two other passengers waiting for the service. It got to half 1, still standing outside on one of the coldest days of the year so far, and still no sign of the coach. I then decided to ring the National Express customer service line and spoke to a middle aged woman, asking if the service had been cancelled or whether a replacement service was in use. She advised me that (in her own words) 'No we will never cancel a service and instead put out a replacement minibus. The driver is running slightly late but will definitely stop at all the stops published for this route. He will also get out of the minibus and shout for any passengers for the National Express service, so please keep an eye out for that.' So then I waited for this replacement coach service to arrive. An hour and half passed, and still no sign of this replacement service. So i re-rung the helpline, where I spoke to a lady called Sarah. Sarah informed me that after checking the system, the taxi, not minibus, had definitely passed from there and had picked up all passengers. So I was transferred onto the next service. Clearly, what I had been told was a blatant lie, as neither a replacement coach service had turned up and the coach service for 12:50 had been cancelled. If I had been standing there since 12:30, clearly I wouldnt have missed the taxi. Either that or the company did not follow its own policies about leaving only at scheduled times. Why can I say this? Because I was not on my way home until the next coach service at 14:50 ( exactly two hours later). In these two hours, I was told to wait outside, with no information screens about when the replacement minibus/next coach was expected, no sign of a replacement service and clearly the people on the other end of the phone were just covering the companies back. I am utterly disgusted by the service, and will not be using the service again in the future. I have completely lost my trust in the business and will be using other companies who will profit from years of service in the future. I expect a full refund for the disruption that was caused to my journey; I can understand if its just the one journey, as this has happened several times before where we have been stuck in traffic for hours, but when two journeys are severely disrupted in the way they were, this is completely unacceptable. The way I was treated with on the phone was completely undermining and Sarah who put me on the next service sounded like she was doing me a favour; no you were not doing me a favour, instead this is my statutory right as a passenger who has been disrupted for reasons that are not my problem. I have never felt so undermined as a commuter in my life and demand this to be looked into immediately. If this is not resolved, I am most certainly ready to take this up to a higher level.