Extremely disappointing service in West Midlands - Birmingham. Buses rarely arrive at their scheduled times, and in many cases they don't show up at all. The timetable displayed on Google Maps whe... See more
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Review summary
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Reviews shaping this summary
Yet another appalling experience with the 66 bus. Why are they no longer completing the route to Sutton Coldfield? More and more often they get so far then turn around and head back to Birmingham city... See more
Lying, overpriced, terrible-quality service. Update Google Maps and other apps when your buses don't show up, instead of pretending they've departed on time. Absolute disgrace. Oh, and if we wa... See more
Always late, if it even turns up. Several bus stops in Birmingham city centre are 'not in use', but there is no information on the website as to where we can get alternatives. Once again, I ca... See more
Company details
Written by the company
As the biggest bus operator in the West Midlands, our teams work hard to get you to where you need to go across Birmingham, the Black Country, Coventry and the wider region. Visit our website for information around routes, timetables, tickets and travelling sustainably.
Contact info
National Express House, B5 6DD, Birmingham, United Kingdom
- nxbus.co.uk
1.2
Bad
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Terrible! Can never get through
I have been trying to get through for over a week, hve completed an online enquiry form and replied to an email.
I have signed up for a student monthly ticket for my son which should have arrived last week. I received an email saying there we issues with my direct debit but I have paid for this month via card. How can I sort it if you won't respond!
Shocks me how you can respond to these messages but not your actual enquiries!!!
September 9, 2024
Unprompted review
Reply from National Express West Midlands
Hey Shabana,
I am very sorry to learn about the issues you encountered. We sincerely value your feedback, as it plays a crucial role in enhancing our services for the future.
Your input is greatly appreciated and will contribute to making our service even better. Thank you for taking the time to share your thoughts with us.
Should you wish to discuss this with us further please do not hesitate to contact us through our social media platform.
You can also make a complaint using the link below https://nxbus.co.uk/west-midlands/help-information/contact, scroll down to "Still Need Help" and in the drop-down menu select "Complaints and Feedback"
Regards,
Gurneet
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Zero star for customer services
Zero star for customer services.
They told me that my order of a £40 swift card has been put on hold. I called them and waited for half an hour but didn't get connected to their agents.
There's no other way to ask for the refund or to sort things out.
September 5, 2024
Unprompted review
Reply from National Express West Midlands
Hi Yiming,
I am sorry to hear this.
Our calls team deal with a high volume of calls every day and try to get through to everyone as quickly and efficiently as possible. I apologise for the long wait time.
If you are unable to get through on the phone, we do have forms you can fill out on our website detailing your query - https://nxbus.co.uk/west-midlands/help-information/contact
The completed form will get passed to our team and an agent will get back to you as soon as possible.
For held order enquiries, please fill in the below form.
https://docs.google.com/forms/d/e/1FAIpQLSdFTHHdFRRzPDFDQ7791ZoEPX4sIZ8k8FpekRG51EoUGAY3UA/viewform
I apologise for any inconvenience caused.
Kind regards,
Maalas
Dangerous driving from bus driver
Why is a bus driver from Yardley Wood bus depot still driving dangerously to and from Yardley Wood bus depot at dangerously high speeds along Daisy Farm Road and surrounding rounds in the Warstock area.
Driver of grey coloured Ford Focus with rally graphics and a very loud exhaust.
This car has been seen being parked outside Yardley Wood bus depot with the driver wearing bus uniform walking into Yardley Wood bus depot.
As already reviewed police have been contacted.
September 4, 2024
Unprompted review
Reply from National Express West Midlands
Hi Mark,
Thank you for leaving us a review.
This is a very concerning thing to hear. If you have not already logged this with us, please get in touch so we can have this investigated further.
https://nxbus.co.uk/west-midlands/help-information/contact
Kind regards,
Josh
A complete waste of space
The most appalling bus service I have ever witnessed. They will change the bus times without updating the time tables on the bus stops. They are almost impossible to get into contact with. I have left multiple complaints asking for a response and received none. They changed how my bus pass worked half way between the month, meaning that I wasted half of my £65 bus pass, which my complaint was also ignored by. It is by far the most disorganised and dishonest bus company I have ever come across, I have been made late to work on countless occasions due to the bus not turning up, I have witnessed the busses running red lights. Overall it is the single worst company I have ever had the displeasure of using. If you are able to, use an alternative.
September 3, 2024
Unprompted review
Reply from National Express West Midlands
Hi Jozef,
Thank you for taking the time to leave us a review.
I’m truly sorry to hear about the issues you’ve encountered. We understand how frustrating it can be when services are unreliable and communication is lacking.
I apologise for the inconvenience caused by the changes to bus times and the issues with your bus pass. We take these matters seriously and are committed to addressing your concerns. Please contact our customer service team with your details so we can investigate further.
We appreciate your feedback as it helps us improve our service, and we hope to restore your confidence in our company.
Kind regards,
Funmi
i see you bullies were out again today…
i see you bullies were out again today the wanna be cops (inspectors) stop picking on women and children just because your bullies haven't got the balls to throw the the gangs off with no tickets you just look for easy targets
August 29, 2024
Unprompted review
Reply from National Express West Midlands
Hi Mr S,
Thank you for leaving us a review.
I'm sorry to hear you feel this way, however if you witness anti-social behaviour on our services, please report this to the police:
https://www.safertravel.info/
Kind regards,
Josh
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I was impressed by the bus driver for…
I was impressed by the bus driver for bus 9, who, at 08:56 on Broad Street heading towards Hagley Road, took the time to stop and walk out to inquire if a blind person at the stop was waiting to board. His thoughtful actions deserve praise.
August 29, 2024
Unprompted review
Reply from National Express West Midlands
Thank you for your review, and good to hear you had a pleasant trip with us.
I hope to see you travelling with us again soon.
Kind Regards,
Cátia
Bus time
This is now very frustrating every time I get off work I have to wait for the bus extra 20mins or less why ,please most of us are coming back or going to work we are very tired please the management should look into this . This has happened more than once this week it’s so unfair .
August 28, 2024
Unprompted review
Reply from National Express West Midlands
Dear Ugwu,
We apologise to hear of the dissatisfaction with our services.
We try to keep services running to schedule but unfortunately, there are factors out of our control that impact punctuality. Our planning teams work hard to devise suitable timetables for our routes and will try to make adjustments where possible to provide a better service.
If you wish to provide feedback on any of our service routes, please feel free to click for the form ‘Complaints and feedback' under the 'Still need help’ section where this can be looked into further: https://nxbus.co.uk/west-midlands/help-information/contact
We hope you have a much better experience with our services going forward.
Kind regards,
Cátia
I booked jouney to Berningham from…
I booked jouney to Berningham from coventry city center.
.Bus did not show up and no update
Customwr service was not helpful no
August 21, 2024
Unprompted review
Reply from National Express West Midlands
Dear Dupe,
Thank you for your review, and I am sorry to hear about your experience.
Should you wish to discuss this with us further please use the following link https://www.nationalexpress.com/en/help/contact
Kind Regards
Lai
Not happy with the response from west…
Not happy with the response from west midlands buses
X12 route west avenue bus stop.there are road works at west avenue bus stop with tempory bus stop put in place and for the past couple of weeks buses have been stopping here as usual then all of a sudden without notice the buses have been diverted and bi pass these stops when it is still safe for traffic cars lorries to continue to use this part of the road only found out when my elderly mother came to visit and got put off a stop she did not recognise and then she called me.there is no information signage on the buses or word of mouth from driver that the buses are no longer stopping art these stops also there are no signage at the stops they are no longer in use this means passengers are waiting at these stops and buses are not turning up.I decided to talk to national express customer services and they were no help and didn't seem to care they told me travel west midlands were responsible for closing stops and it was up to me as a passenger to bring it to their attention you would have thought west midlands buses would be communicating this when they bring these diversions in place and not to leave it to their passengers after they have been let down.i also questioned the diversion when lorries and cars are still using this part of the road which she did not have an answer
This not a good way of treating their passengers and it shows a lack of care not happy
August 16, 2024
Unprompted review
Reply from National Express West Midlands
Dear Andrew,
Thank you for your review. I am sorry to hear about this and for any inconvenience caused.
Please fill in the feedback form here - http://nxbus.co.uk/west-midlands/contact-us/contact-national-express (scroll down to the still need help section, select complaints and feedback) and we can look in to this matter further for you.
Kind Regards
Lai
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Awful customer service centre
Awful customer service centre. The woman was so unhelpful when my 16 year old daughter phoned to say she lost her bus pass. She asked for a bar code for the week because she has work every day and doesn't want the 1.5 hour walk home late at night. She said it's not her problem and she will get fired if she gives her a bar code. I pay £1440 a year on bus passes for my children to travel, I'm appalled by how they get treated by staff, including bus drivers when their passes fail to scan due to a fault with them
August 12, 2024
Unprompted review
Reply from National Express West Midlands
Dear customer,
Thank you for your review. I am sorry for any inconvenience caused on this matter.
We expect our staff to be helpful and courteous at all times and to continue to maintain a high standard of service that we offer. Please fill in the feedback form here - http://nxbus.co.uk/west-midlands/contact-us/contact-national-express (scroll down to the still need help section, select complaints and feedback) and we can look in to this matter further for you.
Kind Regards
Lai
SHAME!
Yet another bus driver not stopping at the bus stop to pick people up!
Coventry bus route 21 - 07/08; St James Lane; at 14:42 - thank the driver for me!
Great stuff, I hope you have the same day I’m currently experiencing.
Absolute donut!
August 7, 2024
Unprompted review
Reply from National Express West Midlands
Hi Elder,
I am very sorry to hear this.
Can you please submit the details of this journey via this link: http://nxbus.co.uk/west-midlands/contact-us/contact-national-express (>still need help>complaints>feedback) so our team can look into this for you.
Kind regards,
Maalas
West Midlands Travel 89 Route
I have been telling wmt on the extremely bad service on the 89 bus when it was West Brom to Bham city and then when it changed from West Brom to Bearwood. Drivers change the route if there is too much traffic, bus is never on time and usually average late is 20-30 mins and then at times doesn’t even show up. I have seen elderly, the disabled/wheelchairs users/on crutches, children and ppl going to work waiting for a bus which is late for r never turns up. To be honest they are not even worth 1star and should be the option for minus stars. So far today I have been waiting on this bus for the last 1.5 hours from Bearwood to Smethwick and now it’s showing another 30 mins to arrive.
July 28, 2024
Unprompted review
Reply from National Express West Midlands
Hi,
We apologise to hear of the dissatisfaction with our services.
We try to keep services running to schedule but unfortunately there are factors out of our control that impact punctuality. Our planning teams work hard to devise suitable timetables for our routes and will try to make adjustments where possible to provide a better service.
If you wish to provide feedback on any of our service routes, please feel free to click for the form ‘Complaints and feedback' under 'Still need help’ section where this can be looked into further: https://nxbus.co.uk/west-midlands/help-information/contact
We hope you have a much better experience on our services going forward.
Kind regards,
Wasif
Wouldn't give these clowns 1 star
Wouldn't give these clowns 1 star. Just missed 95 bus as it went 2 minutes early... another 30 minutes wait !! Even though the gormless driver could see people wanting the bus he decided not to wait and pulled
off anyway. If they can be so punctual on the night time why is the service so crap during the day ???? THIS 95 BUS SERVICE NEEDS SACKING AND GET ANOTHER COMPANY TO RUN THE SERVICE !!!
IF YOU COMPLAIN JUST EXPECT THE USUAL RUBBISH AND EXPECT NOTHING TO BE DONE ABOUT IT. I know cus I have made numerous complaints.
PASSENGERS PAY EXTORTIONATE FARES FOR USELESS SERVICE !!
July 19, 2024
Unprompted review
Reply from National Express West Midlands
Hello Darren.
I am sorry that your recent journey with us was so poor and the bus driver left early. We are working hard to make improvements. I sincerely hope that you have a better experience next time.
If you would like to discuss this further here is the web link to the form: https://nxbus.co.uk/west-midlands/help-information/contact the form is under where it says, "Still need help?" Where is says, "Please select" use the drop down arrow to make a selection "Complaints and Feedback"
Kind regards
Ewa
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I am trying to buying new one month…
I am trying to buying new one month adult pass from last 3 days, fed up with the app and online website not working properly both. So frustrated about wasted time in my busy schedule.
July 14, 2024
Unprompted review
Reply from National Express West Midlands
Mi Malerkotla,
I am sorry for the technical difficulties you are having.
We have not had any reported issues on our website so please try to delete the cookies, caches and history of the web browser and start again. If you are purchasing your ticket on the app, please make sure your mobile device is updated and that the app is using the most up-to-date version.
Alternatively, you can purchase your 4-week pass at a Payzone. You can locate your nearest Payzone here https://storelocator.payzone.co.uk/
I apologise for any inconvenience or frustration caused.
If you require any further assistance, please get in touch with us directly here https://nxbus.co.uk/west-midlands/help-information/contact
Kind regards,
Maalas
Yesterday the 27 bus didn't turn up…
Yesterday the 27 bus didn't turn up again. So I had to get a taxi to work as I would have been late as I work in the community with people with special needs. Most of the buses are missing or running late. It gets me mad when they put the bus fares up for such a bad service.
July 11, 2024
Unprompted review
Reply from National Express West Midlands
Hi Carole,
I am sorry to hear this.
I understand that we let you down and I apologise for the frustration and upset we caused you.
We can investigate further as to why your bus route is being affected regularly. Please use the feedback form here http://nxbus.co.uk/west-midlands/contact-us/contact-national-express (>still need help>complaints>feedback) so our team can look into this for you and improve our services.
Kind regards,
Maalas
Absolutely disgusting service
Absolutely disgusting service, buses not turning up, taking bus service off without notice, I didn't want to give 1 star. over 3 hours to get home on a journey that takes 30 minutes, no communication from the company, they put you on hold whenever you ring, can't even say would go to a different company, there's no options
Update on their reply;
This was a planned occurrence, the services are totally unreliable frequently not turning up, as for looking on the website for delays, disruptions you follow your bus on the app to supposedly 2 minutes away then disappears from app. I had to pay for a taxi to get to work as well as buying a day saver totally unacceptable
July 12, 2024
Unprompted review
Reply from National Express West Midlands
Hi Gail,
I am sorry to hear this.
Unfortunately, delays and disruptions are mostly caused by traffic congestion, road accidents or other unplanned circumstances.
We do our best to minimise the inconvenience, however, sometimes these circumstances are beyond our control.
If a service has been cancelled, we always advise checking for any cancellations here https://nxbus.co.uk/west-midlands/service-updates/journey-cancellations and tracking your bus online.
If this is a recurring issue and you wish to report it, please use the feedback form here http://nxbus.co.uk/west-midlands/contact-us/contact-national-express (>still need help>complaints>feedback) so our team can look into this for you and improve our services.
We will take your feedback into consideration and ensure a more positive experience on your next trip with us.
Kind regards,
Maalas
They really need to do something about…
They really need to do something about the seat space my knees was in pain for 7h straight I don’t recommend this service really uncomfortable
July 5, 2024
Unprompted review
Reply from National Express West Midlands
Dear Aldo
Thank you for taking the time to leave us a review.
I am sorry to learn of the experience you have whilst travelling on our services. We try our best to ensure all our services are in a sustainable manner however we like to take your feedback on board.
Thank you for getting in touch, your feedback is important to us.
Kind Regards,
Cátia
Customer Service Advisor
National Express
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Not a professional company!!!
Don't go with them as I am waiting on the phone to change a journey for 40 minutes and no one answering to me!!!Initially suposed to be only 20 min waiting time!!! I fed up of them ,after 40 minutes of waiting time and listening the same robot voice I shut down the phone!!!This company damage your menthal health,don't deserve even a star!!!!
June 29, 2024
Unprompted review
Reply from National Express West Midlands
Hi Mihai Laurentiu,
Thank you for your feedback, I am sorry to hear of your concerns when travelling.
For us to investigate further, please can you provide the details via the form on the contact us page https://nxbus.co.uk/west-midlands/help-information/contact under the "still need help" section there's a drop-down box please select "complaint and feedback".
Regards
Naz
Absolutely pathetic
Absolutely pathetic! They want to raise their prices and can’t even get consistent buses!! Still standing here waiting for several buses that should have come an hour ago or the boiling sun. Complete and utter joke
June 24, 2024
Unprompted review
Reply from National Express West Midlands
Hi Marcus Nuttall,
Thank you for taking the time to leave us a review
I'm sorry to hear you have had a bad experience with our services due to delays.
Our planning team take note of any scheduling issues that are experienced and try to adjust the timetables with frequent changes, hopefully you can have a positive experience travelling with us in the future.
Kind regards,
Naz
Riding a sauna
The outside temperature is 22 and on the bus it's about 35. The air conditioning is turned off. They are saving fuel on AC and don't care about passengers. Shame
June 19, 2024
Unprompted review
Reply from National Express West Midlands
Hi David,
Thank you for your feedback, I am sorry to hear of your concerns when travelling.
For us to investigate further, please can you provide the details via the form on the contact us page https://nxbus.co.uk/west-midlands/help-information/contact under the "still need help" section there's a drop-down box please select "complaint and feedback".
Regards
Samantha
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