Joined the queue today for my bus from Luton Airport to London Paddington. I was told by the guy who checked the tickets that it's only a 5 minutes wait. However, we waited 45 minutes for that coach, when the other queue for London Victoria already had 3 buses come to pick people up! Then the air conditioning was freezing cold. I was wearing a hoodie, jeans and a trench coat and I was still freezing! This is not the first time this happened. To be fair, I never had to wait 45 minutes for their buses but they were regularly late for about 5-20 minutes but the time before I took this service to London I had waited for an hour. An absolute joke. I'm so sorry for all the people who miss their flights because of this unapologetic disorganised service.