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

“It’s good customer service and everything , but this wi-if guys is from 2001 come on to open a page in google is 15-20 min and is no people in the bus we are few it’s a joke. Really at least you said you don’t have WiFi as this is ….”

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Posted 3 years ago

“Just got back from Liverpool stayed in Adelphi Hotel disgusting I felt intimidated getting off the bus with down and outs drinking hotel was dirty never again can't fault bus driver he was brilliant his name was Stewart very pleasant gentleman on time and it was a pleasant journey from Newcastle to Liverpool and back .”

Helpful Report

Posted 3 years ago

“I had an amendable ticket and I was charged again when I wanted to travel 1 hour earlier as I didn’t want to hang around Victoria station. I paid extra for my ticket to be able to amend my journey and to be told that for a ticket that cost me 13 pounds I had to pay and extra 15 pounds I was in shock. I paid the money as I was after a long flight and I was tired and I just wanted to get home. I ended up paying more that if I would have bought the ticket on the day. Also when checking their website it is advertised that if you crate an account don’t have to pay a booking fee, surprise, surprise after spending time to create an account I was still charged the booking fee. Inexistent customer service, all the busy bodies in London Victoria very unhelpful that is if they bother to open their mouths to understand what they are actually saying. For such an reputable coach station, Victoria has let me down and is mainly due to the service I received from national express. I will not be using it again and I will make sure that all my friends and family stay away from it. For my upcoming trip I will be driving to the airport which will probably save me money and definitely save me the stress of dealing with so unhelpful people. It will not be any good for the environment which I am very conscious about but I would not dream step onto their coaches again.”

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Posted 3 years ago

“Has been impossible to access the website of these cretins for the past week. AT LEAST! Equally impossible to contact by ,phone or email. How the hell do you book tickets if it is impossible to contact the idiots!!!!!”

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Posted 3 years ago

“No wifi on board”

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Posted 3 years ago

“This driver missed the dropping stop in Trumpington Park and Ride, when asked, he just opened door and said we'll get out here, you can see in picture, he didn't bother to get luggage out. That was about 800 mts to walk back on dark and rain.”

Helpful Report

Posted 3 years ago

“Queuing at the customer service desk in Victoria Coach station on two occasions this weekend, once Saturday and again on Sunday. Both times I was asked by National Express staff to take cash from another customer and make a payment on their behalf… because national express don’t accept cash. “This young lad is in a predicament… he doesn’t have a bank card, he needs to get to Cardiff. He’s got cash and he’s been here for hours trying to get someone to help him but everyone is unwilling to use their card to help him.” That young lad is in a predicament because national express won’t take his money, and they’re asking other customers to take his cash which defeats any COVID safety reasonings for not accepting the cash in the first place.”

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Posted 3 years ago

“Excellent telephone customer service from Darren. Great company to deal with. Not too long waiting on phone. Understood my situation and was over and above helpful. Great service in the bast buses always on time and clean and tidy. Easy to get short notice bookings.”

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Posted 3 years ago

“WHOLE BUS HAS STANK OF URINE FOR THE LAST THREE HOURS AND NONE OF US CAN BREATHE. MOST UNCOMFORTABLE 3 HOURs of MY LIFE”

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Posted 3 years ago

“Bad Choice during Covid times For us as family the bus to Stansted turned out to be more expansive than the train a they don't offer free flexibility in case of delayed flights. Trains also make social distancing easier + have no traffic issues. I think this prices them out of the market. Maybe considering customer needs more would bring better business.”

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Posted 3 years ago

“I was travelling to London on the 12.08.21 at 08.00 and instead we left Birmingham at 08.35 with a delay to arrive And in the return journey the same day instead 18.30 we left London at 19.00 and it was definitely not direct as we had to stop to Coventry What we are paying for? Delay in total of 2 hours only in 1 day”

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Posted 3 years ago

“First time using national express. Would not use again. temperature checks taken before boarding which i thought was a good sign. But once you board the bus there is no social distancing/ covid precautions. Every seat was taken so had to sit near a stranger as did everyone who got on the bus at Middlesbrough. Where is the distancing, i was closer to strangers on that bus than i have been to friends/family or work colleagues. Hardly anyone around me was wearing a mask as it was not enforced. I spent the whole journey worried and anxious. I have never felt as much at risk of covid as i did on that journey.”

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Posted 3 years ago

“Absolutely disgusting, now that there is not social distancing. People are jam packed again like sardins, hot and no air conditioning. Perfect environment for Covid-19. I've heard loads of people have caught covid-19 from being on a national express coach. DO NOT RECOMMEND DURING COVID TIMES!”

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Posted 3 years ago

“Absolutely unreliable! Their sub service was with Rothbury Motors. The coach didn't turned up. Calling them was saying that 'they didn't know where the bus was'. National express was supposed to provide a reliable service and failed. It's a disgrace. In the middle of night 3.30 today 21/06. No other options a part to call uber. Absolutely a rubbish.”

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Posted 3 years ago

“Appalled and deeply saddened by events on the 18.30 National Express London to Manchester coach this evening. Long story short: an hour and three quarters in the coach pulls into an M1 services and announces once that it’s a driver change and so only five minute break. People get off to smoke with the driver and one passenger goes to the loo. Coach leaves after three minutes max. One passenger alerts the driver that someone has not returned. Driver fobs him off. We all chip in but by this point coach has reached the slip road and on the coach goes. What is this? I had headphones on like many others when said announcement was made. I’m sure some passengers will also not have heard clearly. Imagine ignoring the passenger informing you of the situation. Imagine ditching someone at night on a random M1 services possibly with no wallet or phone when the next coach is five hours later. Shameful is it enough.”

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Posted 3 years ago

“BEWARE of this company. They sent me an email yesterday, 27 May 2021 saying running coaches full capacity from Saturday, 29 May, as per pre-covid. No social distancing on coaches in England although have to socially distance in coach stations still. National Express know I booked to go mid June as I wished to travel whilst there was still social distancing in place. They offer you an amendment but could not travel today or tomorrow, too short notice. Also have put the prices down from when I booked a month ago. Normally the earlier you book, the cheaper the price. The way National Express has behaved during covid is appalling. They get minus 10 of 10 from me. They do not care about customers at all.”

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Posted 3 years ago

“Continually get 'cannot process your payment' with no explanation after going through all the stages of booking a journey. Live chat is just useless. Cannot contact National Express via email (despite what they say) because there's no email address on their website. I don't use social media and a telephone call costs £2.50. So using Megabus instead”

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Posted 3 years ago

“Couldn’t have picked a worse Bus company 🤮! Honestly should be ashamed of themselves... Bus drivers feeling like going off when they see someone doing thier absolute best to run, and instead of being gracious and waiting they decide to go? Keep in mind the same bus driver decided to have a little chat! AVIOD these morons :)”

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Posted 3 years ago

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Posted 3 years ago

“I had booked a ticket with National Express to travel to Birmingham, stay in a hotel overnight and then had booked a ticket with National Express to go to Oxford for the day on 14 June 2021. But now that the PM has said that from 21 June there will probably be no social distancing, National Express have cancelled all their coaches running to Oxford prior to 21 June, because they just cannot be bothered to run them with social distancing now that things are changing from 21 June 2021. No matter that I had another journey booked with them and had booked a hotel. They do not care about their customers at all.”

Helpful Report

Posted 3 years ago

National Express is rated 1.6 based on 350 reviews