Newest Review: ... the driver to let me on as I did not have enough cash to buy a new ticket and I was unable to call National Express to buy a new ticket... more
Author Name: RegularCustomer
Advantages: Frequent services
Disadvantages: bad policies, staff that are unable to help or are useless
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 anything about it, which probably leaves them feeling frustrated.
I once arrived for my regular 5:45am service and realized I had a ticket for the 5:00. This was my mistake, but mistakes happen. I pleaded with the driver to let me on as I did not have enough cash to buy a new ticket and I was unable to call National Express to buy a new ticket. The driver was unable to do anything and left me behind. When I finally got my phone working I amended my ticket and it cost me four times the original ticket value. I complained about this situation, as this is a service I take regularly and it is just bad to leave a regular customer behind for a minor mistake. I received a useless voucher.
I also had recommended national express to my friends who were catching a service from Gatwick. Their flight was delayed and they missed their coach and wound up having to buy entirely new tickets for the next one.
I am not going to complain about the extreme heat or bad smells I have experienced as a customer of National Express, I understand that there are some things that you have to deal with. There are things I appreciate, like how many services run and that they tend to be on time. They also have pretty decent seats. It just seems so strange that they have a ticketing system and policies that are so clearly a recipe for disgruntled customers. It makes me believe that they truly do not care about their customers or providing a positive experience.
I hope that national express does a survey and assesses these policies. I also hope the find a way to make a system that rewards their regular customers instead of penalizing them.
Summary: I would not recommend using National Express