Got to Stansted airport on Tuesday night. Informed by a representative of national express that our 19:55 was cancelled and it would be over an hour until a coach arrived. The reason given was that the road had been closed due to an accident, not a problem, these things happen, so we got the train to London instead. No option to cancel online so I submitted a complaints form. Response today, claiming that the coach ran and talking about their policy on connections. This was completely irrelevant as we didn't have a connection. The issue was that the coach was cancelled. It would appear that they have reinstated the coach or have not kept their representative on the ground properly informed of what is happening. Just for clarity, the bloke at Stansted was really friendly and genuinely trying to be helpful. He is not the problem, their customer service team is the issue.
Edit: their customer service team are no help whatsoever.
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