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"On 25/10/2018 I was due on the 730pm 450 coach to Nottingham Station Street from London Victoria Station. I arrived at Victoria well on time but no coach was there by the scheduled time of 730pm, come 8pm myself and other customers were told by one of the National Express staff working at Victoria that the coach was just in departures and would be with us all very soon, more time passed and it was clear that this was not the case as even though the station was clear for any coach in departures to come to our bay no coach arrived. Later on we was all told by a National Express employee at the station that the coach was stuck in traffic, eventually a coach turned up at around 9pm - which was the time of the next scheduled National Express coach to Nottingham, we was told this was the delayed 730pm, on getting on the coach though the driver said this was the scheduled 9pm coach and the fact he was not going to stop in Sherwood, Nottingham or Mansfield, Nottinghamshire did not align with the fact we were told by the station employee this was the delayed 730pm coach. To add insult to injury the coach that turned up at 9pm was not even a National Express coach, it was a Skills coach which looked unfit for purpose, we got on and the coach didn't start, after 5 minutes of trying the decision should have been made to get us on to another coach but despite myself and others already being over 90 minutes behind the time we paid for the coach to set off from Victoria, the driver and a Victoria Coach Station National Express staff member decided to continue to try to get the coach to start, no one on the coach was sure of the point of all this as even if they had got the coach to start there was never going to be any guarantee that the coach wouldn't have just broken down on the motorway, another 20 minutes passed and we was still sat in Victoria station. Eventually we was moved on to a third coach this time thankfully a National Express coach which was perfectly acceptable, and eventually left Victoria some time around 950pm so 2 hours and 20 minutes later than myself and others should have left the station. I got back to Station Street in Nottingham for around 130am, so 2 hours and 50 minutes later than what I should have done which was 1040pm. I had to get a taxi home at £13 when I should have been able to catch a bus had National Express fulfilled their obligations and had me leaving Victoria Station at 730pm and in Nottingham for 1040pm. We was told on the coach to contact National Express and they would sort out compensation for their failure, I've done this last Friday emailing their customer services department and it's been a week now and I've heard nothing back from them :-("
National Express is rated 1.65 based on 102 reviews

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Alice, Customer Support