The overall experience was 90%…
The overall experience was 90% excellent. The reason for the 10% shortfall was what I described in the answers to the survey I've just completed: the need to phone your call centre to cancel two bookings of fully flexible tickets, something which should have been possible by using a cancellation button on your website - but the button was missing!
Reply from National Express
Hello Mr Holmes,
Thank you taking the time to leave a review.
I am pleased to hear that your journey experience was for the most part a good one. Our online booking service is an important part of the service we offer to our customers and it is of great importance that we offer a simple, efficient and reliable service. I understand that we let you down and I acknowledge that we must do better. We are constantly working on improvements to our website and I trust that your next experience will be better.
I hope you are able to rate us 5* next time.
Best wishes,
Amy R
National Express