National Express | Luton Airport to Central London Transfers

The previous coach was over an hour late and they could give us no expected time of departure for our coach. We had to take a taxi instead. They refused to refund the tickts or offer any compensation. Terrible experience with the company. The people at the bus stand were nice but couldn't do much to change the situation

The worst service and customer service!! After waiting for over 40 min at the stop S in baker st , no bus came, and the 8 people there waiting had to leave by uber to the airport. The bus stop S in allsop arms was closed, telling us to wait for the bus at the park road stop instead. Well, no bus showed up. This is beyond comprehension, how can the bus stop be closed and you still selling the tickets as usual instead of saying something on the website or just not allowing the people to buy from baker st??? What is the point on doing this and making people lose or be late to the airport? This is the worst service i have ever experienced in London, the worst without a doubt. Communication is always absent, leaving people stranded and without any explanation. Tried to talk to CS and they are the most useless people i have ever encountered, their answer: We cannot refund uber because we didn’t tell you you could go by uber to the airport. Excuse me? You didn’t provide the service i PAID FOR what other options did I have?!

We had a very disappointing experience with our journey. We purchased a ticket from Baker Street to Luton Airport for the 15:52 bus. On the day of travel, around noon, we received an email informing us that, due to an emergency situation, our bus would pick up from an alternative stop. We arrived at the new location at 15:35, but no bus arrived until 16:00—and even then, it didn’t stop. It was a Greenline bus, so we initially assumed it was a different service. However, later we were told that that was our bus originally. After trying unsuccessfully to reach customer service for 20 minutes, the next bus (A31) finally arrived, but it also didn’t stop. By this point, about ten passengers were waiting with the same email notification in hand. We attempted to get the driver’s attention, showing him our emails, but he was dismissive and condescending, insisting he hadn’t been informed of the change. While we understand the driver may not have been personally responsible, his attitude was unhelpful and unnecessarily rude. Ultimately, we had to rush to another stop, where we finally boarded a bus after nearly an hour of waiting. It was unprofessional of the company to send this notification to passengers without properly informing their drivers, causing unnecessary frustration while also making people be late for their flight.