National Express Reviews

Name: National Express
Address: National Express House, Birmingham Coach Station, Mill Lane, Digbeth, Birmingham
Rating: 1.60

1.6 Rating 350 Reviews

13 %

of reviewers recommend National Express

1.6

Based on 350 reviews

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 15%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult

About National Express:

National Express coach & bus tickets for travel to over 900 destinations throughout the UK including London airports Heathrow, Gatwick & Stansted. National Express offer Britain’s only scheduled coach network reaching around 1000 destinations in England, Scotland and Wales.

Phone:

08717 818178

Location:

National Express House, Birmingham Coach Station, Mill Lane, Digbeth
Birmingham
B5 6DD7

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They have gone on third party to Oxford buss and I lost my ticked to airport I had to pay taxy 140 pound. They don't even tell you its juts very tiny written on booking terrible buss company”

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Posted 2 years ago

“Received an email from national express changing the timetable way and return from ipswish to stansed airport in a way that I couldn't get my flight. No refund or changing tickets. So, now I have 2 tickets way and 2 tickets return... To the same days £48 offered to national express. What a rip off”

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Posted 2 years ago

“Very poor service from the National Express customer service desk at Victoria yesterday evening. I ended up sorting the issue out myself with the phone app and buying another ticket although the one I had was supposed to be fully flexible as the staff member refused to change it. The young lady behind the counter was very slow, rude and unhelpful. Also many other people left the queue as it was taking so long.”

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Posted 2 years ago

“Very disappointed with National Express this evening, queued for almost an hour at their Customers Services desk and the lady there was totally clueless, constantly calling on colleagues etc. My issue wasn’t resolved and I ended up having to buy another ticket to travel and missing a coach because she didn’t give me the correct informations. I’ll be making an official complaint to the NE head office.”

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Posted 2 years ago

“This is the comment we received from you: My flight was late which meant I missed my connecting coach with yourselves. I went to your desk in Gatwick Airport where I was helped immediately and transfered to the next available coach and my journey was back on track. Both staff on desk and driver were very friendly and helpful and helped me immensely at a time when I was stressed, lost and late which was very much appreciated thank you.”

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Posted 2 years ago

“I will not use national express again its a waste of time but the price is okay, they make you stand with the coach in golders green for 10 minutes unnecessary when we have go to home.”

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Posted 2 years ago

“I will not recommend National Express because they are very unhelpful especially polish lady called Ela at London Victoria Station.”

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Posted 2 years ago

“Charged me for trying to call customer service and drains my pay-as-you-go account. Never answered the phone. I was never reimburse for a ticket I couldn't use. Terrible company and I wouldn't use them if I had any choice guess but they have a monopoly. This is a terrible situation and needs to change.”

Helpful Report

Posted 2 years ago

“I went to see off a relative at Victoria Coach Station. The coach station was unbearably hot and extremely over crowded. There were many delays and people feeling ill from the heat. We were told to remain at the gates for 2 hours due to a delay and the heat was so intense due to the overcrowding and sun intensified by shining on us through the glass. Don’t go there unless it’s absolutely unavoidable.”

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Posted 2 years ago

“4 hour journey and the bus smells like dust and beer, unacceptable”

National Express 1 star review on 9th July 2022

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Posted 2 years ago

“The bus drive for the 426 coach to leeds at 7:30am on july 2nd 2022 was extremely rude and wouldn't allow us to eat our breakfast on the coach. There were no signs stating that food was not allowed on the coach, there were no announcements that food was not allowed on the coach, and on top of that, the bus attendant yelled at us as if we were trying to disturb everyone on board. Can't find anything on the national express website that states no food either. Your drivers should make it very clear about their food policy and now our food has been wasted and we are forced to get to leeds without breakfast which is medically nessecary for me. I would like a refund on the amount I spent on food since my partner and I can't even eat it. On top of that it seemed that it was more of a personal choice of the driver to not allow food rather than the coach policy from the way they communicated it”

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Posted 2 years ago

“Weak under any criticism, no star is worth it. An hour late and about to lose the airplane, such a thing is not possible. I will never travel with this company in my life”

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Posted 2 years ago

“Recently took a National Express Trip Exeter - London Victoria - Norwich and back. The outbound journey was comfortable, the drivers informative and just an hours delay that was clearly due to traffic conditions in London. The Norwich - London Victoria return leg was on time and a comfortable and enjoyable journey. I would have given 5 stars but the London Victoria to Exeter return leg (NX504 - PP19) let the otherwise very good service down. The air quality was appalling, the fans were switched to maximum and made lots of noise and it was obvious that the air was being recycled. It was very stuffy, clammy and unhealthy.”

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Posted 2 years ago

“Check out this job at National Express LTD: Customer Service Advisor - Complaints https://www.linkedin.com/jobs/view/3105766453 They are going to be very busy!”

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Posted 2 years ago

“NEVER again! I missed my coach due to a member of staff directing me to the wrong part of the coach station, and when I realised I RAN around to my bay just as the door was being shut. The member of staff wouldn’t let me through and just walked off. The coach driver saw me but shook his head, put on his seat belt and the coach departed. I asked what I should do and was told by another staff member to visit Gate 0 (National Express office), where staff there said it was my fault for arriving late and II must buy a new ticket! I was directed to vending machines but tickets are much cheaper online. My next coach (2 hours later) was cancelled. Staff mocked us when we asked for information and said they had no idea where the driver was and we should all remain waiting at the gate. There was nowhere to charge my phone and when I asked about the ticket was directed to customer services again as I ‘must have it printed to show to the driver’ if my phone died. I queued for ages and was told to print the ticket would cost me £3, but the staff member joked ‘as a favour I can print you two for the price one’. When I tried to complain I was told to wait in the bay or I might miss my coach. When I tried to speak to staff they just walked away and ignored me or stood in a group laughing. The cancelled coach was replaced 2 hours late by another coach. When I asked when we could board the staff member said ‘I am the manager, you won’t board if you don’t wait at the gate and listen to my staff. The driver is taking a break so you will be another 45 minutes’. When I asked who to complain to another staff member said ‘we don’t deal with that here’, I was told by other passengers that the company either don’t respond to complaint emails or take over two weeks. When I asked who I could call I was directed to this number 0871 781 8181 by yet another staff member and told (by a passenger) that the phone line is a premium number which costs 13p a minute (which it is!). When I finally boarded the coach the driver was moaning about so many passengers and people with coffee. The coach toilet was out of order and another passenger was to the coach wouldn’t stop for a travel sick child. I arrived at my destination hours late and missed the event I was travelling for. They are a bunch of c***s, and mark my word, somebody is going to BLOW THAT PLACE UP WITH THE WHOLE LOT OF THEM VERY SOON!!!”

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Posted 2 years ago

“Awful service...cancelled our journey to Heathrow 24 hrs before our flight (on my wedding day) ,then a massive mess up 24 hrs before coming back from our honeymoon, changing the journey/times and not even being clear with it instead email they sent,we weren't the only passengers confused and messed about. Megabus from now i i think, diabolical from national express.”

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Posted 2 years ago

“They don't usually turn up in time . Drivers never apologies to customer s when they finally turn up very late leaving please waiting in the cold . Also I wonder why we pay so much money to get coaches that don't even provide passengers an indoor sitting area to wait in the cold.? It's obvious they all about just the money they make out of customers but don't care at all about customer comfort. Also I'm seen toilets not working at all and the driver was so rude telling passengers he's not going stop to wait for anyone to use any toilet on the way with no apologies for the toilet being broken on the coach.”

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Posted 2 years ago

“The bad experience I had with National express was my worst ever I booked a ticket on the 28th of April at 02:40 to Heathrow airport. I was at the waiting point described in the ticket 40 minutes earlier and waited until 02:45 and suddenly the bus passed without stopping to pick me up. I waited in the street at night under severe cold until 5:00 until I found a private taxi with (400£, the cheapest I found) to catch my flight I contacted the company and haven’t got any response which is even worse Would not use/ recommend it at all What made it more worse the response of the National express team that they can’t issue a refund despite they are quite sure that the bus did not stop in the waiting point I was asked to wait at I was asked to wait at stand 10 where it’s not their normal stand I’ll file a law suit against them”

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Posted 2 years ago

“Please do not sign up for any discount offers. Before you know it natexpressrewards will be taking £15 a month from your bank account. Even worse they give your details to another company mytimerewards who take a further £15 a month without asking you. This is an absolute scam and national express should be ashamed of themselves.”

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Posted 2 years ago

“Unreliable service. National Express from LHR to Oxford was the cheapest service, there’s a reason for that. Arriving 35 minutes late with the driver explaining he was having his break! When inquiring whether this always happens we were told yes, I asked why this wasn’t factored into the timetable and he shrugged. The 4:25pm bus we booked a spot on was never going to arrive at 4:25pm, according to the driver. Would not recommend as it seems there is no certainty as to when they arrive. I will add I’m obviously not against anyone taking a break, but not factoring break times into a timetable is ridiculous.”

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Posted 2 years ago

National Express is rated 1.6 based on 350 reviews