My bus (the 707, 12:10) didn't show up. While I was waiting I called National Express three times (at a cost of 13p per minute). Each time, I was told a completely different story about the bus. The first 'advisor' told me the bus was stuck on the M25 and would be at my stop 'in 15 minutes'. One hour later I called again and was told that my bus had broken down and a replacement would be sent. Another hour later, I called a third time and was told that my bus never existed and I should wait for the late-running 14:10! When another National Express bus arrived I asked the drivers for information, he turned his back to me, threw both hands in the air and said 'I don't know, I'm not driving that bus'. THREE HOURS stood at a freezing cold bus stop with no information whatsoever. I finally got on a 707. The driver could barely speak English and we couldn't understand a word he was shouting at each of the stops. Luckily, our stop was the last stop so we didn't have to try to understand. Luckily we had the rest of the day free, but if we had a connecting bus or a flight we would have been screwed. This is the second time I've used National Express and both times my bus didn't show up. Also, both times the customer service was terrible. I'll never ever rely on them again. Such a stressful, horrible experience.