Excellent - Excellent way to journey between London and Luton airport. Special mention for Driver Mentor Pat on Wednesday 6/3 at 1530 from Victoria who has the patience of a saint and navigated a road closure on M1 and kept us all informed. Good job.

Terrible experience, AVOID!! - We had a very disappointing experience with our journey. We purchased a ticket from Baker Street to Luton Airport for the 15:52 bus. On the day of travel, around noon, we received an email informing us that, due to an emergency situation, our bus would pick up from an alternative stop. We arrived at the new location at 15:35, but no bus arrived until 16:00—and even then, it didn’t stop. It was a Greenline bus, so we initially assumed it was a different service. However, later we were told that that was our bus originally. After trying unsuccessfully to reach customer service for 20 minutes, the next bus (A31) finally arrived, but it also didn’t stop. By this point, about ten passengers were waiting with the same email notification in hand. We attempted to get the driver’s attention, showing him our emails, but he was dismissive and condescending, insisting he hadn’t been informed of the change. While we understand the driver may not have been personally responsible, his attitude was unhelpful and unnecessarily rude. Ultimately, we had to rush to another stop, where we finally boarded a bus after nearly an hour of waiting. It was unprofessional of the company to send this notification to passengers without properly informing their drivers, causing unnecessary frustration while also making people be late for their flight.

Worst experience ever!! Please, I beg you, avoid this company!! - Worst experience ever!!! I do not recoomend. Nobody told us we have the posibility to buy tickets with a fixed departure and we had to wait 2 hours to get on the bus. They did not want to refund our tickets. I do not recommend. Better take other options train or anything else!!!

National Slowness - It should be called "National Slowness". We waited for 2 hours in the rain with no explanation why they didn't let us in on the bus which was written on our pre bought ticket 🙃

Just bad - My wife booked 2 tickets to travel from London to Luton Airport to catch a flight to Amsterdam. We arrived the station on time, but the bus never show up so we use the bus tracker and see the delay is one hour. We played it safe already for reserving plenty of time to go to the Airport. We waited for 1 hour and 15 mins extra, and the bus just passed in front of us without stopping! We had to ride on another coaches from another company to get to the airport. Just terrible, do not use this service if you have to commute to the airport.

Unsatisfied - I chose the "change and go" option in case our flight was delayed. Also we got the message from our airline to be earlier at the airport so we wanted to take an earlier bus ("change and go" is extra charged, which I payed). It turned out that there is no place in the bus so we couldn't get to the airport. Don't even bother to chose "change and go" and pay for it!

rude driver, unprofessional - as my booking was scheduled for the next trip I asked the driver if he would've had seats available...with an almost empty coach he said on a sharp/rude tone that there're no seats available. when I mentioned that the coach doeas't look that full he said short: 'my coach'... very rude, unprofessional, it's not the way to start a morning, especially when u have a long day ahead...

Chronically late service - These buses run chronically late. I had to get an Uber from Luton to Heathrow in the end because the bus was running 30 minutes late. They won’t refund your ticket or take any kind of responsibly.

Terrible! 🤬 - În the middle of the February on the evening route from London to Manchester the air conditioning was turned up full and was extremely cold in the bus! 😡🥶 Why? I think you are doing in purpose! 🤮. Terrible experience. Not pleasant at all! 😡

Poor communication and zero customer care and consideration! - Wrong and poor customer service! Poor communication from such a reputable company. I was booking tickets to travel for the first time with National Express to the airport. My coach was booked for 17:10 and left house at 15:00 to male my way to Marble Arch. The location in their email took me to wrong station on the opposite part of the road. A coach driver who I approach was so rude and probably fed up with his work place too and he said to me he doesn't own the company he is just the driver so he refused to even tell me that I was in the wrong station. The coach did not turn up. The online tracker did not work and did not help me in any way. The phone line also did not work. I started panicking as I thought I will be missing on my flight and it was in between Christmas and New Year. I ended up taking an Uber. The bottom line is...NO COMMUNICATION AT ALL...I was not informed at any point that the coach was having delays or anything. For a first time user of the service what do you do???? You loose your trust in the service and do not take a chance to miss on your flight either. When I contacted them afterwards they told me the next service was withing 38 minutes after my scheduled one. Who on Earth would wait there for almost 40 minutes just in case a National Express coach would arrive for you when there is no communication from them? A normal person would never do that. When I approached them about this issue they dealt so rudely with my complaint asking me to even prove that I travelled by uber that day in order for them to give me the money on the coach tickets!!!! Is this normal for such a big company to treat their customers this way??? They made me travel all the way to Marble Arch and pick up an Uber for the city when I could easily do the same thing from home spending less time for travel and being even cheaper than traveling from there to the airport. Unfortunately, I believe that due to the business being so waste, the customer care and consideration is getting forgotten...the money is most important!!!!