Nice bloke! - Our flight to Malaga was cancelled at Gatwick and we were automatically diverted to depart from Heathrow at a later time. We booked our transfer between this airports but didn’t see the option to go direct to terminal 5. When the driver was loading our cases I mentioned our error and he said , “if you ask the driver he may drop you at terminal 5”, so that’s what we did. Danny was very obliging and was very helpful and cheerful. What a bloody nice bloke! :)

National Express Bus Transfer From Heathrow (UK) to Southampton - This was the first time we took a National Express Bus in the UK as we needed to travel from Heathrow T5 to Southampton to take a cruise. The bus journey in both directions was very good and relaxing and the bus drivers gave a smooth and comfortable journey. I can recommend this as a cost effective way to get between these locations. One concern, however, was the poor (non existent) indication of the arrival of buses at Heathrow. There was a covered waiting area but there was no screen to show the time of buses arriving. As there were many arrival spots either side of the waiting area and numerous buses arriving, people had to walk up and down some considerable distance to try to see if an arriving bus was their bus. There was no display, public address system or National Express Bus employee to help people. We used the National Express Bus App, which tracked our bus, which in our case arrived from T2/3. The App gave an idea of arrival time but the bus arrived about 30 minutes later than scheduled, causing concern if we had missed our bus. We believe one solo female traveler from Germany, who wanted to travel on to Luton, had missed her bus, despite arriving more than one hour before. This difficulty negatively impacted our experience. National Express Bus should improve the client experience by giving more information and assistance. The bus station in Southampton was very small and confusing and very crowded. This bus station was really too small for the purpose. At least they did have employees in attendance to give advice. Our advice, by all means use this cost effective service but use the National Express App to track your bus and look very closely at every arriving bus, either side of the waiting area in Heathrow T5 to make sure you do not miss catching your bus. In Southampton just ask which is the correct gate to board your specific bus.

Even more careless - It gets worse, I now understand why you miss your coach. They roll in the bus down the heathrow bus stop road with the sign saying , "Not in service". Had I not ask the young man who was on the side walk to reassure me for my next upcoming 935am slot I would not have known. If I was driving I would give you my best, so give me your best back. Put the sign up so people can you coming in and it is clear for all those who are on the sidewalk to know that's their service. Put this in pratice you will reduce confusion. Sevondly, leave according to the accurate departure time given to you and you customer. Don't mess around making up your own rules. You will not have as many bad reviews or problems. Have some character in the way you carry out you job. Even more careless. All the best to improving. (Megabus is better cheaper and direct service for those planning to book coach travels in future)

National Express - profit over customer first business - A business that is NOT customer centric or does the customer come first, but instead profits come before their clientele. Was meant to catch a service to Heathrow to catch a flight. However their service has more than an hour delay due to congestion. Noting there wasn't an accident that was causing a delay, but rather heavy traffic. Thus I had to catch an Uber to the airport to ensure I didn't miss my flight. When I tried to apply for a refund, they quoted all their relevant policies to avoid any form of a refund, instead offered me 25% discount. This is outrageous as they should be building in buffer into their services to account for the usual traffic (they have operated long enough to have enough data to build this in), but instead opted to run tight schedules to maximise profit but to put their clienteles travel plans at risk. Your customer service and customer approach is absolutely disgusting!

Almost missed my flight - The driver didn't stop at Heathrow Terminal 3. He also didn't announce terminal 3 at terminal 2. When I got on the bus there was a diffrent driver whom checked my ticket. He was very kind and helpful. The second driver only announced terminal 2 on arrival. I'm not a British citizen, so for me it's not obvious that terminal 2 is also the stop for terminal 3. Thank God I realised shortly after departure that the airport was getting further out of my reach. The driver stopped at the next service station where I had to get an Uber (£44) to get back to the airport on time for my flight. You can imagine my anxiety and stress. The driver should have announced the stop/Terminals clearly.

If you need to be somewhere then not the company for you - Terrible company, we paid for a ticket that allows us to take alternative coach if needed. We arrived back in the UK in good time and asked to catch the earlier coach but we're told no. We waited for our booked coach. This arrived in good time all passengers boarded by the departure time. The driver then stood around chatting on the phone, we left 15 minutes late. Then each stop we could see him chatting and texting at the side of the coach. So each stop we were later and later. All the traffic was nice and clear. When we got to the destination bags were thrown out of the coach with no respect. We needed to catch a ferry and had left 45 minutes spare. After the actions of the driver we just made it with less than 10 minutes to go at 10.30pm causing a lot of stress that wasn't needed after being up and travelling since 2.30am. Lesson learnt we won't be using them again. And in case NE actual read this it was the 205 coach from Heathrow departing at 19.30 on 19th Sept 2024. Oh the the free WiFi is pointless I tested it as nothing would load 0.08mbps. Hardly can that WiFi

Freezing air conditioning - Every time I take a bus with national express the temperature is low and I feel cold, is a bit exaggerated to stay like this

Bus never turned up. Risked to miss my flight. Refund denied. Do not use - I booked an 8am coach to stanstead but the bus was more than 40 min late so had to take the train instead as I was worried I would miss my flight. Phoned them up to request a refund and they refused to issue a refund or help. Terrible service. Unreliable drivers. Do not use.

Worst customer service EVER - Never again bus never turned up left us stranded and had to pay out more money for a taxi so wasn’t late. No apologies or anything just a driver will have a word with. Joke of a company will never book with them again.

Do not trust arrival times - Means of transport to avoid at all costs unless you want to miss your flight!! Do not trust the arrival times... They announce a 1h45 journey to London / Gatwick airport in the most congested city in the world... The journey lasted 3h05 and we were treated to a simple "sorry" . No information at departure, even the driver did not know the arrival time. To flee !