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

“A very unprofessional approach from the staff. Made us move from our seat saying it was reserved and made us seat separate for a 5 hours journey from Manchester coach station to London. I would suggest to advise your staff to be approachable and helpful rather careless and arrogant. And if the seats are reserved to keep a mark for reserved seats before the passengers arrive.. I would rather prefer giving no stars and never travel with national Express for such humiliation infornt of a bus full of passengers.”

Helpful Report

Posted 5 years ago

“dont bother miss stops totally expect you to ring premium no to try and sort then try to get you to buy tickets even though you have valid tickets customer services are rude to the point off putting phone down on you i did manage to get a partial refund by personally contacting md then i found they were taking money out of my bank which finally my bank refunded never again i would rather walk up m1”

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Posted 5 years ago

“Travelled on the 4.05 from Leicester to Gatwick on the 13th June 2019. Excellent Service from Sean? The driver to Milton Keynes at that hour of the morning very cheerful and pleasant, good assist to the company.. The driver who took over dealt with an incident on the coach in very professional and caring manner. Wonderful drivers. Thanks National Express”

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Posted 5 years ago

“Phoned National Express as they charged me twice, expensive call and not very helpful. In the end the call dropped! Not queuing from another 8 minutes at £3.60 a minute for a ticket worth £10. You need to improve National Express! Why are you charging me for a service that you should be providing!”

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Posted 5 years ago

“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.”

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Posted 5 years ago

“The coach was freezing cold, on a warm day. Several people complained but the driver did not care. On my trip today both drivers seemed entitled and uncaring.”

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Posted 5 years ago

“I am writting this review on the board and I don’t know what to start with. First of all, everytime I am on the board the air con is freezing cold. I have asked the driver to turn it off and put the heating on twice now and I can’t feel the difference. This is awful for the price you pay. Secondly, NE buses have a tendency to be late. I am not talking about 5min delay, but 45mins. I have had experienced that twice now. There is absolotely no solution to journeys with changes being late. I have missed my bus from London Victoria to Brighton just because the bus got stuck in the traffic and had to waste 2 hours waiting for another bus. Is it so difficult for the operators to inform the drivers of the delays so that they can wait for the passengers who are late being on other NE buses especially if the change is a part of the journey? All in all, I am deeply disappointed with the service received for the price.”

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Posted 5 years ago

“The bus late more than one hour. Then I and my family lost the flight.”

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Posted 5 years ago

“Worst service ever! Its really expensive, the trips are really long and are often delayed. I was on a trip to Manchester, and driver went through countryside road without asphalt and full of holes: I was very sicka dn we arrived late anyway. Don´t use National Express!!”

Helpful Report

Posted 5 years ago

“On our way to Stansted we stopped at Trumpington park and ride where our driver got off the bus and left us sitting there for thirty minutes until a new driver came on board 30 minutes late. Needless to say we were late for our flight.”

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Posted 5 years ago

“If punctuality matters for you I would highly recommend not to use NATIONAL EXPRESS, I had a chance to use their services twice while visiting U, both time it was late... Never using it again”

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Posted 5 years ago

“Stupid driver didn't stop at bus station.”

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Posted 5 years ago

“Wish I could put 0 stars horrible busses and service for a high price. Busses are almost always late and are never clean. Only use it if there’s no other option”

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Posted 5 years ago

“I stupidly forgot my laptop on my bus. Two lovely drivers helped me out by calling around and getting in contact with my previous driver and telling me where to wait to meet up with him. Got my laptop back, safe and sound. They changed my next ticket, so I could take a later bus (as I had to wait for the driver to come back) for no charge. Thank you so much for the great help!”

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Posted 5 years ago

“Web site went down while booking ticket. Ticket not issued but payment went through. Now prevaricating over refund let alone compensation for the inconvenience. Customer Service appears to be an unknown concept.”

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Posted 6 years ago

“Regular customer as thats the only transport I can get to the airport for my 6am flights. Horrible service from Golders Green station to Stansted, the coach never arrives to Golders Green on time, always 20-30 minutes late, leaving people anxiously waiting in the middle of the night and in the cold. Very rarely the driver will provide assistance with the bags. Last time it was particularly bad, the coach as usually arrived 30 mins late and the driver didn't even bother to step outside the bus, people were pushing each other trying to put their bags into luggage compartment, there were massive crowd around the bus with no space to move properly. Very bad experience”

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Posted 6 years ago

“Very rude driver on our coach. Spoke to the passenger in front of us in a disgusting manner and kept turning his back to ignore him. I was appalled at this behaviour. Told the driver he was rude and then he was also rude to me when I showed him the ticket on my phone he was saying he couldn’t see it and kept going off the page to be difficult. Driving wasn’t the best, taking the corners way too fast. Will be making a complaint to the company regarding his poor customer service skills. Older man on the 202 from Heathrow to Bristol”

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Posted 6 years ago

“God forbid your flight gets delayed and you miss the coach - they will NOT change your booking or refund your ticket....in fact they try and charge you twice what you paid originally. Currently stranded at an airport trying to decide what to do. TERRIBLE.”

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Posted 6 years ago

“Gave wrong information of departure and arrival almost missed flight. Quite unfriendly. Would not take again this service.”

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Posted 6 years ago

“No good company at all they’re profiteering, and there’s No other companies to be Competition. So we are forced to book this company”

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Posted 6 years ago

National Express is rated 1.6 based on 350 reviews