"Me and my family booked a ticket to Stansted airport, the bus was cancelled without any notice while we have to catch our flight. I called the customer service, and the manager agreed to refund any cost of taxi for me to Stansted airport.
Now it’s very complicated for me to claim the refund! Already 2 times their advisors said that the refund has been processed and will be in my account in a couple of days, but then another advisors cancel it and make it more complicated again, again and again! If someone from national express read this please take this seriously and please solve this ASAP!"