Dear Customer Relations Team,
I am writing to formally submit a serious complaint regarding my journey today from London Heathrow to Bournemouth.
Approximately 15–20 minutes after departure from Heathrow, I began to notice a strong burning smell inside the coach cabin. Initially, I assumed it might be temporary. However, after around one hour into the journey, the smell intensified considerably and was followed by a loud mechanical banging noise from underneath the coach, as though a component had broken or malfunctioned beneath the passenger seating area.
This was not a minor issue. Several passengers reacted to the sound. I personally approached the driver to report both the burning smell and the noise. The driver appeared unaware of the issue, likely because his window was open and he could neither hear nor smell what was happening inside the cabin.
The vehicle was eventually stopped at a maintenance/service area, resulting in an approximate delay of 30 minutes.
While I appreciate that mechanical faults can occasionally occur, the presence of a persistent burning smell combined with mechanical impact noises during a motorway journey raises legitimate safety concerns. As a paying passenger (£34 ticket), I expect that vehicles used for long-distance passenger transport undergo thorough safety inspections and preventative maintenance before departure.
Inhaling burning fumes for an extended period is not only uncomfortable but potentially hazardous. The incident caused significant distress, anxiety, and disruption to my schedule.
I am requesting:
1) A full refund of my ticket.
2) Additional compensation in recognition of the distress, inconvenience, and safety concern experienced.
I trust National Express takes passenger safety seriously and will review this matter accordingly. I look forward to your prompt response and a fair resolution.
Kind regards,
Raad Saleh
Booking reference: [ EUWWZE31 ]
Journey date & time: [ Sat 28 Feb 2026 / 12:45 - 14:35 ]
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