"I like the bus service and the lovely drivers who work so hard but one of your staff members at the Victoria Coach station is really giving a horrible image to the company. Not sure if anyone has experienced this lady at the Coach station but she's a lady with the afro who looked African-British (I don't mean to label people but I'm honestly traumatised by this lady and someone needs to speak to her). Firstly, she swore at a customer. I understand things get stressful and abusive but that was uncalled for in front of EVERYONE. Secondly, she gave me misleading information that made me miss my coach and then took no responsibility for it and said, 'I can't watch everything'. I completely understand that but next time give me the correct information, she was literally the coldest person I've ever come across. I was lucky to come across such a lovely guy, who helped me out even though you can see he was stressed but he didn't have a cold approach. I think customers would have been nicer if your staff member had just come across nicer and caring towards others. There were a lot of delays on the day, and she approached us like she didn't care. Being sympathetic goes a long way. The way she was talking to everyone, was so horrible. I wanted to record it, that's how bad it was. There were customers who were coming up to her nicely. If she doesn't like her job, then I would advise getting rid of her because it didn't seem like she enjoyed it at all. I can't believe people like her exist within the customer service world within London."