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

“Due to train strikes, which have left me really “stuck”, I booked National express coach to and from my place of work. I am very pleased with the service and the comfort of the coach. The drivers have all been pleasant. Thankyou:)”

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Posted 2 years ago

“Frizing coach and bad mud drivers”

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Posted 2 years ago

“Had issues purchasing a Young Persons coach card for my daughter. Online system failed several times before it went though but the. I found the type of card had defaulted to ‘senior coach card’. Redid the purchase and called customer services. I explained and was advised that the incorrect one would be cancelled. Checked next day to find if been charged for both. Then both cards arrived with my daughter so obviously had not been cancelled. Rang again 2 weeks later in case the refund was taking a while, but no it had not been refunded. CS advisor was pretty curt to the point of being rude, asking for the same information over and over. Will now wait to see if the refund arrives. Not a great experience.”

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Posted 2 years ago

“I would give -1, no heating at all end of November , freezing in the bus for 3 hours.”

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Posted 2 years ago

“Terrible service! I had the tickets booked in advance, however we were left behind because there was no enough space. What's the point to buy tickets in advance? I travelled with them 3 times in the last 6 months, and every single time I had an issue. Today we had to pay for a taxi in order to get to the airport, when I had the tickets purchased on the 7th October! Unacceptable!”

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Posted 2 years ago

“too expensive”

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Posted 2 years ago

“Great service by National Express, Birmingham to London service.”

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Posted 2 years ago

“I purchased tickets on the day of departure and the instructions on the ticket were to meet at a particular coach station in London. My husband and I arrived 15 minutes early and were told by the staff of N.express that this coach station was closed today due to the queens funeral and we had to travel another hour to Wembly station. They said not to worry about the time of departure on our ticket, as the coach would accept our ticket regardless. When we arrived (and walked for 15 minutes in the rain on the other side) we were denied access to the bus due to the departure time on my ticket. There were many many other travelers in this same position. All other buses that night were booked out and N.Express staff just shrugged their shoulders and said to go to a hotel and try again tomorrow. We don't live in london and it was very late so had nowhere to stay, and had people expecting us on the other side of the coach that we booked and paid for. In the end we had to catch a 2 hour uber which cost us a lot of money. We have emailed National Express for a refund of the coach ticket, and reimbursement for the cost of the trains to get to 2 of the coach stations they told us to go to BUT THEY HAVE NOT REFUNDED OR REIMBURSED US A SINGLE PENNY. We have been chasing them up for over 2 months now and they are just ignoring us. My level of disappointment and frustration with N.E is extremely high, and I can't believe their lack of care for their customers who they have caused so much stress to.”

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Posted 2 years ago

“No response from the customer service number and no office, responsible person from national express in Heathrow airport and Gatwick.”

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Posted 2 years ago

“I bought a ticket EUXML615 from national express, which departs Oct 2nd 7:40am from London Heathrow to Cambridge. I paid extra 5 pounds which allows me to depart 12 hours before or after 7:40am. I was a little late that day and missed 7:40am bus. When I tried to board next bus, I was told by the driver that I have to call the office to make amendment first. I made the call and was told the expected waiting time is 50 minutes. Since the ticket was sold out quickly, I bought another ticket from Heathrow to Cambridge. After the trip, I filed a case with national express, asking for a refund. I was notified I will be contacted with 12 working days. I was never contacted by national express. When I called national express again, after selecting the options, I was put on hold forever.”

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Posted 2 years ago

“Absolutly disgusting wsswe booked 8 tickets from Guildford to Victoria today at 10.30 coach driver was so so rude, we had 3 children with us no where to sit all the way to London we had to put the children on our laps I have never travelled so badly in my life The coach driver was no help at all They do not even dederve 1 star they dederve nothing I could not send without a star”

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Posted 2 years ago

“more than paqthetic customer services...nothi9ng is cheapes ...these guys are cheating customers.”

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Posted 2 years ago

“Terrible customer service, I booked a ticket to learn after paying there was a weight restriction on luggage and also you had to pay extra fees for an additional piece of luggage. It’s taken a week to get a response as I requested to cancel my ticket immediately, I’m informed I’m not able to receive a refund. I’m now having to raise a complaint and possibly take further action which is a complete waste of my time for a £33 ticket.”

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Posted 2 years ago

“I would give it zero stars if I could. Booked return tickets for a night out in Norwich, the coach to get home did not turn up and we had no warning or explanation, it just didn't arrive. We had to pay £40 for a taxi!! I tried to ring national express a couple of days later but the recorded voice said there was a 45 minute wait for an operator. Appalling company, do not use!!!!”

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Posted 2 years ago

“Terrible experience with this company will not refund me my money. Just pass the book and tell me to ring trainline for a refund neither company have refunded me and both take no responsibility. Would not recommend or book again.”

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Posted 2 years ago

“National Express might be the cheapest way to travel! But they are the worst! Save up the money & get a flight or use the train! After the ordeal my elderly mother went through travelling with them they are a disgrace & diabolical in my opinion!”

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Posted 2 years ago

“this company is a joke as for customer service it’s non-existant: scheduled bus never arrived at Marble Arch - round 5am - thanks very much. no way of contacting out of hours except for a pay for line that nobody answers. - the one star you do get is for your suffering drivers who so a great job despite a company who care little about their customers.”

Helpful Report

Posted 2 years ago

“My plans have changed. I purchased a flex ticket from heathrow to southampton for Sept 5th 2022 and now I have to get to Gatwick instead however despite the tickets being cancellable and refundable there is no way to do this online. Since I am in the US I cant simply call them so I am using facebook to talk to them, sort of, since they ony reply in the middle of the night when I am asleep. They said I should buy a new ticket and they will refund the original but I think we all know they are not going to refund anything ...”

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Posted 2 years ago

“Coach never turned up,no one answered phone calls, couldn't get in touch with them at all.”

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Posted 2 years ago

“Inflexible when circumstances out of a customers control. We booked tickets with National Express to visit London to watch a concert at Wembley. Due to the concert date having to be moved due to the rail strike we had to try and amend our travel dates. Pre booked accommodation, were not able to change dates and we could not find any other accommodation within a reasonable cost as it was all booked up. Lost our deposit on accommodation and National Express also refused to offer a refund on the tickets even though we let know them well in advance and they could have resold the tickets. Very disappointing from a company who knew full well the concert had been moved as it was documented on their website. Their response was we should have booked flexible tickets (at virtually twice the price). I won't be using their services again.”

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Posted 2 years ago

National Express is rated 1.6 based on 350 reviews