We spent two manic hours on Friday evening @ Vctoria, waiting for a 594 bus to Edinburgh which was allegedly broken down (so staff claimed). The staff were claiming they were doing "the best they can" to find a replacement bus, but couldn't provide any timescales. Our suspicion is there was an error in the booking system (huge overbooking). We saw the bus 594 departing but it didn't take even half of the waiting passengers and after that we saw a NE guy actually counting remaining passengers (!). No one had the guts to tell us that there won't be any other bus available. We gave up after two hours anyway.

Arrived early to the bus station from the airport, asked if it was possible to catch the earlier bus, bus was half empty, and no other pickups needed. Supervisor at Victoria refused to let me travel earlier. Why? There would have been two less seats needed on the later bus (which was full to capacity), there would have been no extra cost to national express, but two very grateful customers. We eventually caught the later bus, awful journey, heating was so hot that I couldn't put my feet on the floor as the metal grate was burning hot. Terrible smell from the toilets. Cheap tickets are just not worth the pain, airport parking for me from now on. Awful company, avoid if possible.

I bought an amendable and refundable ticket, but to cancel or amend you have to call their 08717 number which charges 10p a minute. I called them twice this morning only to be kept on hold for 15 minutes each time and have still not got through. It appears they make it as hard as possible for anyone to do this. Amendable and refundable ticket doesn't mean much with National Express. I can't keep ringing them from work. £17 out of pocket. Am thankful it's not more, and will definitely not book with them again. Absolutely disgusting way to treat customers. Will continue to travel by train. At least they have a very good compensation policy and don't ignore their customers.

I am a regular customer of National Express, but only because I have to be. My main issue is with their ticketing system and amendment policies. If you purchase a "fun fare" ticket and have to amend it, it is quite expensive. It seems pretty clear that National Express mainly sells "fun fare" tickets. Since their main customer base is purchasing these tickets, I do not understand why they do not change their policies. Their current policies are a recipe for a very unhappy customer and a driver who has to deal with it. Sadly, the drivers are unable to deal with ticket issues, so they are left with a very irritated customer and cannot do ...  Read the complete review

Every time I visit England I usually travel from one of the airports to my destination by National Express Coach. I've always used this method of transport as I find it easy to organise and pay online without any problems. I generally book two or three months ahead through their website. It's easy enough - enter journey details; where you are travelling from and where to, state a time and whether you wish to purchase a single or return ticket. Once you have filled all the necessary information in you then make a payment by keying in your credit card details. Once confirmed an eticket will be sent to your email address which you print out to give to the ...  Read the complete review