National Express
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"Discriminatory and Unprofessional Service – Forced to Buy Second Ticket"
On September 15th, I was traveling on the 10:05 PM A5 bus from Paddington to Stansted. The bus driver treated me unfairly and seemed to racially profile me. I was at the front of the line, yet he ignored me and asked other passengers for their tickets. Although my ticket showed the wrong date due to being issued at midnight, he refused to accept it, even after I offered my flight confirmation. He demanded I buy a second ticket for “1–2 stops,” despite having a valid ticket, shouted at me when I tried to ask a question, and refused to assist with my luggage—even though he helped others. He even threatened to throw me off the bus. Thankfully, a National Express staff member at Golders Green confirmed that my original ticket was valid and that the second ticket would suffice. While I managed to catch my flight, I am absolutely disappointed and frustrated at having unnecessarily spent double the money due to the driver’s unprofessional and discriminatory behavior.
"Terrible Experience with National Express – Avoid at All Costs"
My sister and I had a 10-hour layover in London and decided to visit the city from Stansted Airport. At the National Express desk, we purchased round-trip tickets for €54, but the staff member was visibly annoyed and simply told us to queue for the bus, saying it was “first come, first served.” On the way into London, we eventually boarded the bus, which was already late. The return trip was a nightmare. Despite arriving almost an hour early, the driver laughed at us and said our tickets were “worthless” without a pre-booked seat—something that had never been explained. When we asked for help, we were told to wait for the next bus, even though we had a flight to catch. Customer service was useless, redirecting us to a website with no human contact. The next bus was also full, and staff mocked us instead of assisting. Only after repeatedly insisting were we finally allowed on. At the following stop, another passenger experienced the same issue. For a service this expensive, the disorganization and unprofessional behavior are unacceptable. A truly awful experience — I would not recommend this company to anyone.
"Friendly Staff but Uncomfortable Bus Ride"
My experience with National Express was mixed. The staff at Stansted Airport were friendly and helpful, which made the start of the journey pleasant. However, the bus ride itself was uncomfortable and made me nauseous—especially when the driver accelerated heavily just before stops. A smoother driving style or better ventilation would have made a big difference. On top of that, we were delayed by 30 minutes, which added to the frustration.
"Frustrating Ticket Purchasing Experience"
Why hasn’t this been fixed yet? Both your app and website are so jumpy that it’s nearly impossible to buy tickets. Did you realize this is likely causing a significant drop in sales? Customers are much more likely to go to another bus company’s site simply because it’s easier to purchase tickets there. It’s incredibly frustrating when the images skip, and I can’t even click on the ticket I want for half an hour! I’ve already reported this problem at least twice, yet nothing has been done. This issue has persisted for years and continues to cause unnecessary annoyance.
"Good Coaches but Unreliable Departure Times"
The coaches are cheap and well-maintained, and our trip from Stansted to London departed and arrived on time. However, I have to give only 2 stars due to a major issue: the coach left the Southwark bus stop to Stansted 15 minutes earlier than scheduled. This is a critical problem for travelers who plan their schedules around the timetable. Fortunately, we arrived just in time and managed to catch the bus by knocking on the front doors seconds before it left. This incident happened only half an hour ago, and it was extremely stressful.
"Bus Delays Without Refunds – Take the Train Instead"
The bus arrived very late, and the company’s policy offers no refund for delays. While occasional lateness is understandable, it’s unacceptable that if you have to take a taxi or train because of their delay, they won’t reimburse your ticket. This experience was frustrating and inconvenient, and I would never choose this bus company again when a train option is available.
"Unable to Use Purchased Ticket Due to Full Bus"
We bought our return ticket after arriving at Stansted Airport, and everything went smoothly at first. However, when we tried to use our open-ended return ticket from Mile End station to the airport, the driver refused to let us on because the coach was already full. In my opinion, it is unacceptable for a company to sell a ticket and then be unable to provide the service that was purchased.
National Express
Largest intercity coach operator in the UK, offering both tourist and city-to-city
Address
United Kingdom
Website
https://www.nationalexpress.com/en