I'd like to share my experience with National Express from start to finish. I bought a ticket for me and my boyfriend to travel from London to Redruth. We put both our suitcases in the hold underneath the coach like we were told to, only to discover the driver had removed one of our suitcases off of the coach at Newquay and left it stranded by the side of the road. This meant that he had no clothes for the entire weekend, so obviously we had to buy some new clothes. We spent just £117 on this. We called National Express immediately. If I had been reimbursed promptly and compensated promptly, I’d be really happy. However, it took about 3 weeks to get reimbursed for the clothes, and about 12 phone calls repeating ourselves, and being ignored, and passed from person to person. It became our responsibility to remember complaint numbers and people’s names and ticket numbers. We were questioned about times of phone calls and who we spoke to. This should have never have been our job. This is boring and stressful. Who has time for this? What a headache. It took so much time and agro to get this resolved, I would rather have spent extra money and travelled by plane. BEST OPTION. Unfortunately, National Express are disorganised, and we suffered the consequences of this. There is no ticketing system attributed to luggage retrieval. And heaven forbid something goes wrong! Lot’s of people would’ve probably given up and accepted the loss to be honest. Obviously we spoke to some very helpful and kind members of staff such as Sanjay, who was great, Sue and finally NEIL (who resolved this in about 5 minutes) (THUMBS UP!). However, the overall experience was just difficult. We are grateful to finally be reimbursed. Hopefully this feedback helps.