We arrived in London on the morning of 22 November 2025, at around 8:30 a.m. It was cold, wet, and we were exhausted after the flight. We wanted to get to the city centre as quickly as possible, specifically to Victoria Station. We were travelling with our three-year-old son, who is on the autism spectrum, and he was already overwhelmed.At the National Express stop, we asked the staff member responsible for boarding if we could enter the bus a little earlier because of our son’s condition. The queue was long, and he was becoming increasingly distressed. Instead of any empathy or even a polite explanation, we were met with an unfriendly refusal.As a result, we had to stand in the rain for about 25 minutes while our child screamed the entire time. It was an unnecessarily difficult and disappointing experience.To be honest, from a company of this size, a higher standard of customer service is a basic expectation — especially for families travelling with children who have additional needs. In situations involving ASD, even a small amount of flexibility and simple human understanding is not a special favour but an essential part of professional service. I expect staff to be trained to recognise such situations and to offer reasonable adjustments that cost nothing yet make an enormous difference.
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