National Express (Stansted Airport) Reviews Summary

Service Efficiency

Pros:

• "In fact it is the most efficient way to travel to Stansted and Luton Airports."
• "Excellent service from Stansted to Liverpool Street, on time, immaculate coach."
• "Lovely service and will definitely use again!"
• "The new elegant bus I travelled from Stansted in has a luxurious feel and includes USB ports for charging your devices."
• "The coach was clean, the service was on time."
• "Always one time travel to city, cheaper price than train."
• "The ride was safe and comfortable."

Cons:

• "Terrible experience yesterday as i was carrying our 2 year old son after a very long day and been told that was no priority because of the situation."
• "No enough bus for how many tickets they sell, horrible service, and 20 min eta becomes more than an hour, nearly 2."
• "We waited 35 minutes for the scheduled bus at the airport just to find out that there are no more seats available."
• "It's bad enough that our 0524 didn't show up on time leaving us on the street with luggage to hold and a flight to catch."
• "Bought my ticket from London to Stansted a month before, and 20 minutes before the trip they cancelled our bus with no explanation."
• "Our booked coach didn't arrive in time and was supposed to be at Stansted Airport by 17:15. We arrived at 18:50 and missed our flight."
• "The buses smell of urine all the time as the toilet is only cleaned once a day apparently."

Customer Service

Pros:

• "Mark at Stansted waiting line made our day."
• "Thanks to the driver who was very kind and told us to tell him if bus air-conditioning is too hot or too cold."
• "Two gents from National Express Stansted helped me today."
• "Very impressed with today's service. Polite service and smiling driver."
• "Massive thanks to Connor and Chloe for assisting us!!"
• "But in this unfortunate situation, Bruno from National Express, who was working at the airport customer service in the evening schedule, helped us find the best way to resolve our problems."
• "Thank you, Driver of bus line A6! I am so sorry because I don't know your name - Yesterday 11 March you were our driver from the airport to London."

Cons:

• "Extremely disappointed and shocked at the disrespectful, low quality and unprofessional service I received."
• "They overbook! You buy a ticket then they don't let you on board saying there's no more space."
• "Neither Ryanair nor National Express was helpful, we missed our flight and neither of them got us a refund or help to find a hotel to stay at that night."
• "Don't bother to book the ticket as they don't care anyway."
• "I was blackmailed into paying ten pounds."
• "Christine, one of the ladies who check the tickets in the queue, also had no idea what the terms and conditions were and not only attacked me for my 'oversized' luggages too but was extremely rude."
• "The staff, particularly Alex, were rude and unhelpful."

Booking and Ticketing

Pros:

• "Represents value for money and means I can get to places like Southwark without using the tube."
• "Affordable option to travel to and from London."
• "Also, a big plus is that your ticket from/to Stansted is not coach-specific: you can use any coach you want within 3 hours from your designated travel time."
• "You can buy the ticket from the automat in the arrival hall, it cost £9 for a single ticket."
• "Very good customer service!! Our flight got delayed by 1 hour and they managed to switch our tickets to the later coach even tho we have completely missed our original coach for free!!"

Cons:

• "Reservation doesn't mean anything. They allow more people then bus seats."
• "This system is just ridiculous, book ahead and be punished."
• "I will definitely not be using this company again."
• "Waited one hour for a service to Whitechapel from Stansted Airport, so why advertising that there are services every 15 minutes?"
• "Unfortunately due to the negligence of the coach driver my suitcase was stolen."
• "They are not able to manage customers if something happened."
• "They charge you a fee for buying tickets in advance but then people queuing at the airport can pay for the ticket directly there without a fee and steal the seat that you already booked."

Reliability and Punctuality

Pros:

• "I personally had a good experience, the 1hr ride from Mile End station to the Stansted Airport went by super fast."
• "It was comfortable, with excellent seats."
• "The coaches leave in time and usually there are no delays/cancellations."

Cons:

• "The whole day was wasted waiting for the bus to stop at 10 locations while the lady selling tickets lied about ‘how close’ any attraction is to bus stops."
• "Awful, always late."
• "The Bus didn't Show up, we waited for 2 hours at the station with other people and decided to take the train."
• "The dispatchers left for a while and as soon as the bus came over people didn't respect the queue and everything became so ridiculous and a big chaos."
• "Pure incompetence, you book a specific time get told to join a queue your bus comes they pull you from the queue only to say they have already given away your seats."
• "It took us 4 hours to get from Victoria Station to Stansted Airport because of road cuts and heavy traffic."
• "They claim buses leave every 15 minutes, 50 minutes to London. We waited 40 minutes."