Review Time
If I had option i would put minus points for them. Awful customer service i booked my journey from Basingstoke to Bournemouth for 20:30 but no communication the bus didn’t show up. I called there helpline they said there is 75 mins delay. I called them around 2115 so chose to stay and wait as it was just half hour wait but even after that the bus didn’t come i called them again at 10 pm they didn’t take any responsibility infact the agent was very rude as to he can’t do anything if the bus didn’t come even after i told him that I don’t know anybody in basingstoke and I was standing outside in cold for one and a ahalf hour. No responsibility taken and even no refund for my ticket. Luckily i found a last minute train for rack rate that too was half way train and half way bus. At one point I was really scared and the agent was like its not his fault. Really appalling.
We recently travelled with National Express from London Victoria Coach Station to Sheffield Meadowhall Interchange, and the experience was excellent.
The staff were extremely kind and patient in handling customers, which made the journey smooth and comfortable. The coach itself was very clean, well maintained, and had generous legroom, making the long trip much more relaxing.
We even arrived five minutes earlier than scheduled, which was a pleasant surprise. Overall, a very comfortable and well-managed service. Highly recommended.
I’d like to extend my biggest thanks to our driver Michael today. We were on the 15:30 coach from London Victoria to Poole, stopping at Heathrow, Ringwood and Bournemouth on the way. After hearing of a fatal collision which had shut a large part of the M3, Michael went above and beyond and took us on a safe alternative route to ensure we all got back home at a reasonable time, with only a 17 minute delay!! Can’t thank him enough for providing a smooth and seamless journey :)
I've used them for years with no problems. On time and reliable however my last experience did make me question my sanity and their ethics.
Firstly, when trying to book the coaches kept coming up as timetable unavailable. Called in to report it and book seats. Asked the agent when the seat reservations would be opened.
Simple enough question yeh?
Wrongo!
"We don't have a timetable for any of our coaches. That's not how we work.".
Cue confused and stunned silence and a second call where the agent questioned not only her own sanity but the sanity of her predecessor.
Eventually The Sister and I travelled from Sheffield to Exeter with a change at Birmingham. The Sheffield to Birmingham part was fine. From Birmingham to Exeter they double booked our seats so we had to find two seats next to each other. Didn't think much of it, it happens. On the way back it wasn't a national express coach (3rd party contractor) and the following happened.
Disabled customer tripped and fell while boarding, landing in the aisle on her face. Driver watched other passengers help her to her seat and attempt first aid. He brushed them off and fastened the passengers belt saying "I'm gonna be late!" Then drove off while we were still fastening our seat belts.
Stopped in Tamworth for a break, a different customer slipped on the steps and landed on her knees. Driver snapped "Why is everyone f***ing falling today?" And was more interested in cleaning spilled coffee up then helping her.
Journey back from Birmingham to Sheffield.
As a qualified support worker, I offered to help disabled customer alight to be told "She's fine. She wants to travel she does it herself."
Connecting bus National express coach.
Seats double booked. Cue scrabbling around finding two seats next to each other. Thank you to the kind Sikh gentleman who swapped with us.
Eventually got it all sorted out but improvements are needed
4 stars given for previous journeys
Coach to and from Heathrow airport . Took 5 hours each way which is long but no choice as trains though faster involve several changes. Also a 4 hour wait at the airport as there is only the one coach from Barnstaple.
Happy that it was reliable and on time.
Toilet on the coach is important.
No food or drink so come prepared.
Seats are firm and recline slightly.
Always a great journey, comfortable and very friendly and professional drivers.
We sometimes missed a direct buses from Bournemouth to Gatwick, avoiding a coach change at Heathrow airport.
1 hour delay from london to luton airport, because the driver took a weird route (according to google maps). zero communication about the delay. very unfriendly driver. wifi was not working at all, no matter where you sat in the bus and no matter which device.
It took several attempts to book our journey as the system kept refusing to accept things, think the system was down! However when we tried again the next day everything went through ok.
Booked a travel to go to the airport, every minute the bus got delayed for one more minute, i had to get a taxi and when i checked, the bus came 1 hour late (bus to the airport) no message, no mail, no apologize, nothing
This experience is referring to the driver that picked us from Hanley Stoke on Trent and delivered us to Birmingham only as the onward journey to London was a different driver. The driver stated above shouted in an abrupt manner to leave the coach not polite at all, he shouted " OFF THE COACH COME ON EVERYONE OFF " instead he could off asked politely maybe put a please in the sentence. I'm an British Army veteran of 15 years and have never had the opportunity to use national express before this was my first time and most probably my last due to that driver very unprofessional in my honest opinion his abrupt manner was uncalled for and to make matters worse I'm was travelling with my son and it was his first experience also and not a very good one.
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