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
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Review summary
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Reviews shaping this summary
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
Just all round shocking, poor management, execution of routes, just been thrown off a bus miles from my stop because it is so late it needs to miss a few stops to catch up! Never fail to disappoint af... 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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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
29 August 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
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.
29 August 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 .
28 August 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
21 August 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
16 August 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
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
12 August 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!
7 August 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.
28 July 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 !!
19 July 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
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.
14 July 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.
11 July 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
12 July 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
5 July 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
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!!!!
29 June 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
24 June 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
19 June 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
Most buses I use ,(48,49,80,) are…
Most buses I use ,(48,49,80,) are dirty , scruffy,and generally in a sorry state .Why are you still using 20 year old buses in the fleet? I go to London and other places quite frequently and all of the buses there are no more than 6/7 years old.Why are you still using buses from 2003/4?
13 June 2024
Unprompted review
Reply from National Express West Midlands
Hi Candy.
I am sorry to hear of your concerns when travelling.
For us to look into 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
Absolutely shambolic
Absolutely shambolic. Bought a 4 week adult ticket online. Swift card not updating on swift collector app, so re-directed to download tfwm app. That app won't accept my swift card (turns out the cards starting with number 633597 0112 are issued by this National express west mids company - even the tfwm website says this and gives a separate number for contacting national express WM).
I proceed to ring 0121 254 7272 multiple times and when I picked the options for swift card (it was 122) the phone just cuts off.
But I have a full order confirmation on my emails when I purchased the ticket, so I proceed to use this as proof. The driver responses are astounding. Two of them clicked some buttons on their machine, and I proceeded no problems.
But the rest... "that's not valid" "you don't want to pay?" "try scanning your card on the machine... its expired, you can't travel" because my card will not update, BUT I HAVE EMAIL CONFIRMATION WITH ACCOUNT NUMBER AND ORDER NUMBER AND MY NAME AND THE COMPANY AND THAT I'VE PAID £60!
Then you go to the FAQs on their website..... they tell you to download the tfwm app despite the cards beginning with 633597 0112 not working on it..........
Incredibly frustrating!
13 June 2024
Unprompted review
Reply from National Express West Midlands
Hi Ab,
I am sorry to hear of your issues with your Swift card. You can top up your card one of two ways, this can be done via the collector machines or via the TfWM app as follows:
Collecting via the app:
If you have a smartphone you can activate the top-up on your card from home using the app.
Open the app,
Hold your Swift card to the back of your phone,
Follow the on-screen instructions.
Collecting via a collector machine:
Most Swift collector machines are at bus shelters and bus stations. To activate the top-up on your card:
Hold your card to the reader or rest it in the metal slot,
Follow the on-screen instructions.
It can take up to 15 minutes for your payment to be available to activate on the machine. Make sure you’ve left enough time after you’ve made your online payment.
If you are still having difficulty collecting your product please contact customer services on 0121 254 7272 option 1 between 9am to 5pm Monday to Friday.
Alternatively, please use the following form https://docs.google.com/forms/d/e/1FAIpQLSfrJq9yQOP45cnMyHK4_nEgOAOcXeS-Il4JiXL8Wftk5WtJWQ/viewform.
I hope this information helps.
Regards
Samantha
The single worst scam in transportation
I’ve been waiting for AN HOUR! on bus stop that is supposed to be active, even when the bus is on diversion! Please avoid this company if possible, boycott them. They don’t don’t deserve a single penny
2 June 2024
Unprompted review
Reply from National Express West Midlands
Hi Spuros Garouniatis,
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,
Cátia
Absolutely rubbish service as usual on…
Absolutely rubbish service as usual on the 49 in Solihull. Regularly miss buses then the next one is late. Pathetic
29 May 2024
Unprompted review
Reply from National Express West Midlands
HI Steven,
Thank you for taking the time to leave us a review.
We try hard to minimise the impact that traffic congestion has on our service schedules. I'm sorry that we were clearly unsuccessful this time. We are working hard to make improvements and I sincerely hope that you have a better experience next time.
Regards
Zobrul
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