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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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 history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Hasn’t replied to negative reviews
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Early, drive past and then late
Bus came 7 minutes early and still drove straight past me when I stuck my arm out then had to wait for 20 minutes for the next bus because the one in between was cancelled so I ended up getting to work late
May 22, 2024
Unprompted review
Reply from National Express West Midlands
Hi Rayven,
Thank you for taking the time to leave us a review.
I'm sorry to hear the service did not stop. Unfortunately the bus can go out of order and not pick up any further passengers. I am also sorry that this has resulted in you arriving late.
I hope you have a better experience in the future.
Kind regards,
National Express West Midlands
Thought I would leave the car and use…
Thought I would leave the car and use the bus. Disgusting! Dirty, stinky and at times wet seats. They should pay us for suffering the stink and horrible environment. This was found to be the case on 3 different occasions by me and others reported similar experience on the 23/24 bus into Birmingham.
May 21, 2024
Unprompted review
Reply from National Express West Midlands
Hi there,
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.
Regards
Zobrul
What's wrong with west midlands buses?
I don't know why they don't inform people of road works that will increase the route by 30 MINUTES plus.
There have been a couple of times that buses did not turn up or stop in the middle to let us wait for the next one without giving us any reason. I'm sick of it and end up paying taxi because of it or late for work. They need to do better because we are paying for the service and it's not fair that they cancel or stop in the middle of the way or being late continuously. Some buses are not regular too which is not fair
May 15, 2024
Unprompted review
Reply from National Express West Midlands
Hi Efia,
Thank you for taking the time to leave us a review
I'm sorry to hear you have encountered delays.
To keep up to date with any road works or route changes, please follow our Twitter/X page for updates.
On occasion some services may need to be taken out of service on short notice, this could be for a number of reasons, but I apologise if this has inconvenienced your day.
Kind regards,
Josh
Basically Thieves!!
Basically Thieves!!
Took a bus today and two inspectors came to see the tickets of people in the bus. I on the other hand had a student ticket since I am a student but forgot to bring my physical id as I had been using the commute today to get to work. An “inspector” took my swift card and asked for my id, I told him I didn’t have a physical id but I was more than happy to show him my Unidays, picture of my id, driving licence and even offered to show him my official student account with my picture, student id number and end of my course date. At the end I even said I can get someone to get me my physical student id and then show it to him while I was waiting with him. He refused but when he had entered the bus he willingly let a man exit from the bus after making an eye contact with him with zero effort to even stop him from leaving. While on other hand I stayed as I PAY for my ticket every single month by doing odd job as a struggling student. He basically took my 2 day salary I really hope that satisfies him and the company he works for. I even told him why he didn’t put even 0 effort stopping a man but full effort forcing me to pay the full fine he said “Well, that’s life”. I asked him to provide me his name or any id but he refused to tell me and said that is none of my concerns. The fact that he refused to even accept the id that I said my friend would bring over really begs the question if scamming people is the way that these “inspectors” are paid. I guess scamming struggling people like us is another source of income for this company. What your employe does/thinks shows what the company stands for so I guess this is what National Express West Midland really stands for. This is an absolutely disgusting behaviour.
May 13, 2024
Unprompted review
Reply from National Express West Midlands
Hi Aash, I am sorry to hear this.
You will need to show a physical student ID card if requested by a member of staff whilst travelling. We cannot accept digital versions of student ID cards, unfortunately.
If you would like to appeal your fine, please contact Revenue on 0121 254 6900, lines are open Mon-Fri 8 am-4 pm or email Busrevenue@nationalexpress.com.
I apologise for any upset or inconvenience caused.
Kind regards,
Maalas
Deserve praise
Deserve praise
Last week my son lost his wallet, I requested a new bus pass on Tuesday, it arrived today.
Saves him walking over a mile each way to school and back.
But even better, there was another envelope from them, and inside was his wallet!!!
Thanks so much, so refreshing to see such a caring attitude, made my day :)
May 10, 2024
Unprompted review
Reply from National Express West Midlands
Hi SJWO,
Thank you for your review and glad to hera that your son has been reunited with his wallet.
For Future reference, you can check if any items have been handed in by contacting the garage. Details can be found on the links here:
West Midlands: https://nxbus.co.uk/west-midlands/help-information/lost-property
Coventry: https://nxbus.co.uk/coventry/help-information/lost-property
Regards
Samantha
Traumatised by your crappy service.
Was living in Edgbaston and was taking the tram for a while. Due to the long walking distance to my work once I reach New Street station, I decided to try out the buses as I can take the bus no. 80 to its terminus stop at the south of Digbeth, then three stops on the no. 97 from where its a short walk to my destination.
The one-month experience was a complete nightmare. The 80 buses are never on time, sometimes not turning up at all. More than once I had to resort to taking a taxi instead. At Digbeth High Street, the 97 is worse cuz in addition to the problems with 80 I had mentioned, there are times the 97 bus simply passes the stop without even checking for waiting passengers. Simply a joke. Your drivers need to learn some patience. They are in the service industry after all.
The final straw was when the 80 bus got cancelled halfway whilst still en route, and the driver tipped all of us passengers, raging and gnashing at the teeth, out onto the road. Absolutely disgusting. If you lot had messed up your scheduling, that's YOUR PROBLEM, not the fault of PAYING PASSENGERS.
After a month of frustrating hell I decided to cancel my Swift and went back to taking the tram. At least they're (largely) punctual, stops at every stop, and are clean. They're not perfect but heck, trams are like first class travel compared to buses, and their monthly tickets are like 50% cheaper.
Moved to Acocks Green earlier this year and am now taking the trains. Whilst I do get frustrated with them once in a while due to strikes, I've learnt to live with them. Bottom line... I'm simply never stepping foot on another National Express bus.
You lot best sort yourselves out before you lose more passengers to other modes of public transport, or driving/ cycling. West Midlands Metro are expanding their tram services, and West Midlands Trains are reopening passenger services on the Camp Hill Line. I have a feeling that like me, many bus passengers will ditch buses if they have other options available.
August 31, 2023
Unprompted review
Reply from National Express West Midlands
Hi Ivan,
Thank you for taking the time to leave us a review
I'm sorry to hear you have had a bad experience with the 80 and 97 service.
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,
Josh
Awful service
Awful service
Someone in this team please reply to my question; Why have you blocked my debit card and also charge me? Why should I pay for a daypass that I can’t get a ticket for it? What is inside your head instead of brain? cause I am not a brain specialist and am wondering to discover this new useless information.
May 2, 2024
Unprompted review
Reply from National Express West Midlands
Hello Iman,
Thank you for taking the time to get in touch.
We don't have sufficient information to address your query regarding your blocked card. Please reach out to our team on 0121 254 7272 so we can look into this for you. Lines are open Monday to Friday, 8am - 6pm.
We look forward to hearing from you.
Regards,
Amy R
Customer Service Advisor
The worst customer service possible
I lost my direct debit swift card on Friday 26th April. I filled out a form on their website first thing Saturday morning. It is now Friday 3rd of May and I STILL haven't received a replacement despite ringing them on Tuesday for an update!!! So I have paid £24 in bus fares for the week, £7.50 for a replacement card AND the full direct debit monthly payment because Apparently they can't alter it to factor out the week I e not had the pass ffs!!! Disgusting customer service. They're only still in business because those of us who have to travel by bus to work have no other option
April 26, 2024
Unprompted review
Reply from National Express West Midlands
Hello Pauline,
We're sorry about the delay in you receiving your replacement swift card. I can imagine how frustrating this must be and I do apologise.
I'm sure our team will do all they can to get this out to you as soon as possible.
I do hope this is delivered soon.
Kind regards,
Amy R
Customer Service Advisor
If I could give 0 stars I would
If I could give 0 stars I would ! The company is a shambles
I am a student - they stopped me and tire do to fine me £50 for not having my student ID even though I showed him pic of my student I’d he would not accept it at all -
I refused to pay the fine as I had proof on me but the person was adamant he wanted to fine me - I didn’t pay the fine and now I don’t have a bus pass which I pay £45 monthly for !!
Trying to call the revenue department but goes to voicemail …. Emailed and likely it will take weeks for then to reply ! !!
So where do I go from here national express ???? You are scamming students out of more money that we don’t have ! A Shambles of a company … so where is my bus pass???
I’ve emailed still no reply - I’ve called goes to voicemail ???? Do I visit your office in Miller lane B6??
April 27, 2024
Unprompted review
Reply from National Express West Midlands
Hi Abbey,
Thank you for leaving us a review.
I am sorry to hear you have recieved a fine, however students must have their Student ID's with them when travelling on our services which needs to be show to the Inspectors when requested. Failing to show a student ID along with a student ticket will result in a penalty charge.
If you wish to appeal or check for updates on a bus fine, please use the link below by clicking on standard fare change in the still need help section.
https://nxbus.co.uk/west-midlands/help-information/contact
Kind regards,
Naz
National Express
Can any one explain to me why bus…
Can any one explain to me why bus number 10 is late in every other Monday morning in walsall, I am talking about the bus at 5:56 at that time there is no traffic on the road and no road works are live at that time so what exactly are those unforseen circumstances that I still hear about because the onley thing that comes to my mind is that people who does the job are incompetent in doing it
April 29, 2024
Unprompted review
Reply from National Express West Midlands
Hello Aleksander,
Thank you for taking the time to make this review.
I am sorry that your recent journeys with us were severely delayed. From reading your comments, I can only imagine the frustration that you must have experienced. Please accept my sincere apologies for the inconvenience and upset caused.
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.
Kind regards,
Naz
Customer service advisor
I see your nazi express west midlands…
I see your nazi express west midlands gestapo-like nazi inspectors holding up the 20 bus in Coventry towards city centre again this morning.
You can't get buses out on time and you want to make hard working commuters late unnecessarily. While you have prison dodging convicted fraudster MARK HEFFERNAN as a director who was a big boss at a rail company who frauded the business of ££££'s and got fired and got a suspended sentence and then head hunted by nazi express west midlands.
Your inspector got told to f off... he complained and said ''don't swear at me'' so I told him to f off again.
The sooner you p!$$ takers are in public ownership, the better.
March 25, 2024
Unprompted review
Reply from National Express West Midlands
Hi David,
Thank you for your feedback.
Our network planning teams work hard to devise suitable timetables for our routes. Unfortunately, there are factors out of our control that can affect punctuality. We aim to keep to our schedule as much as possible; however, traffic congestion and incidents can occur on route, which are beyond our control. We do try our best to minimise the disruption for our customers.
To ensure this is properly reported and followed up on, I would recommend logging this as a complaint via our online web form. Here is the web link: https://nxbus.co.uk/coventry/help-information/contact. the form is under where it says, "Still need help?" Where it says, "Please select" use the drop down arrow. Make a selection "Complaints and Feedback"
Regards
Samantha
Please sort an app out.
I deleted my 1 star review from a couple of weeks ago and generously given a 2 star this time My life is made hell by this bus company. For someone who has to use several buses every day, it's a nightmare. Sometimes Google maps works, sometimes it doesn't so it can never be relied upon. If a bus is live, ie the app states it's on its way, there's a chance it will arrive, but it also might 'dissappear '. When a bus is not live but is due according to the timetable, there is a very good chance that it won't arrive at all, but a slim chance it might, so one never knows if to risk waiting for it. What we need is a reliable separate West Midlands app that shows us exactly where each and every bus is. Stop the guess work. We want real info in real time!!
March 14, 2024
Unprompted review
Reply from National Express West Midlands
Dear Ada,
Your feedback is valuable in helping us maintain the high standards that we strive for, and we appreciate your understanding as we work to resolve these matter. We are working hard to make improvements
To ensure this is properly reported. I would recommend logging this as feedback or as a complaint.
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"
I sincerely hope your journeys on the bus are better going forward.
Kind Regards
Lai
Bus 82/87 always late or not comming
Bus 82/87 always late or not comming, no matter the day or time. if you got bus on time you can also try your luck in playing national lottery as its your lucky day
March 14, 2024
Unprompted review
Reply from National Express West Midlands
Hello Dawid.
I am sorry to hear about your poor experience with our bus service. I apologise for any inconvenience, frustration and upset caused.
Your feedback is valuable in helping us maintain the high standards that we strive for, and we appreciate your understanding as we work to resolve these matter. We are working hard to make improvements
To ensure this is properly reported. I would recommend logging this as feedback or as a complaint.
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"
I sincerely hope your journeys on the bus are better going forward.
Kind regards,
Ewa
Customer service advisor
getting worse my partner catches nx…
getting worse my partner catches nx buses everyother day
when using card payment the monies will not attepted to be taken to 3 to 4 days after the transaction this is very frustrating
often leaving me with less than i thought days after the transcation
March 13, 2024
Unprompted review
Reply from National Express West Midlands
Hello Sam.
Please accept my sincere apologies for the inconvenience and upset caused by poor service.
Our aim is to make travel simpler for all our customers, and 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.
Should you wish to discuss this with us further please use the link below 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
Customer service advisor
Been waiting 20 mins and the bus driver…
Been waiting 20 mins and the bus driver drove past me and skipped my stop because some school kids were there
March 13, 2024
Unprompted review
Reply from National Express West Midlands
Hello Robert.
I'm sorry to hear that the bus missed the stop due to overcrowding.Please note that safety of all the passengers is paramount to us.The drivers can by pass the stop if they have too many people on board. I hope that the next bus arrived soon and you did not have to wait too long.
Kind regards,
Ewa
Customer service advisor.
The bus was over 25 minutes late
The bus was over 25 minutes late. Missed my train because of it. Totally unacceptable, the fact multiple then show up at the same time is beyond me. Sort it out.
March 12, 2024
Unprompted review
Reply from National Express West Midlands
Hello Ben.
Thank you for taking the time to make this review.
I am sorry that your recent journeys with us were severely delayed. From reading your comments, I can only imagine the frustration that you must have experienced. Please accept my sincere apologies for the inconvenience and upset caused.
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.
Kind regards,
Ewa
Customer service advisor
Cancel
Cancel, delay, cancel, delay
And they want people to stop driving with pubkic transport like this. Laughable
February 29, 2024
Unprompted review
Reply from National Express West Midlands
Hi,
We're sorry to hear of your 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
Very bad impression on your service in…
Very bad impression on your service in Birmingham to northfield through 61& 63 number buses.
These services never keeping the time and canceling the services most of the time.
They never consider the people valuable time.
February 1, 2024
Unprompted review
Reply from National Express West Midlands
Dear Aju,
Thank you for taking the time to make this review.
I am sorry that your recent journeys with us were severely delayed. From reading your comments, I can only imagine the frustration that you must have experienced. Please accept my sincere apologies for the inconvenience and upset caused.
We try hard to minimise the impact that traffic congestion has on our service schedules. Our network is monitored to locate hotspots of traffic which can be avoided by diverting routes.
Our aim is to make travel simpler for all our customers, and 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.
Kind regards,
Cátia
Customer Service Advisor
Thank you for getting in touch, your feedback is important to us.
My issue is the 46 bus why say it’s due…
My issue is the 46 bus why say it’s due in 5 minutes when it’s late not by 5 more minutes no but by 15 - 20 whole minutes this bus is such a pee take it’s unbelievable not to mention how sometimes it stops you off In hawksley when it’s meant to go near Cadbury college. Such a joke
February 27, 2024
Unprompted review
Reply from National Express West Midlands
Dear Reuben,
Thank you for taking the time to make this review.
I am sorry that your recent journeys with us were severely delayed. From reading your comments, I can only imagine the frustration that you must have experienced. Please accept my sincere apologies for the inconvenience and upset caused.
We try hard to minimise the impact that traffic congestion has on our service schedules. Our network is monitored to locate hotspots of traffic which can be avoided by diverting routes.
Our aim is to make travel simpler for all our customers, and 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.
Kind regards,
Cátia
Customer Service Advisor
Thank you for getting in touch, your feedback is important to us.
Whot the DUCK am I paying £60 a month 4
This is why people destroy the bus stops because they are sick of paying for RUBBISH.
Got this pensioner driving the 67 bus supposed to be at park lane castle vale 18:09, why is this fool 20 minutes late.
Just number the bus the 11Z because it is absolutely disgusting. Absolute TOSSERS driving on this bus route.
I racked up 72 hrs this week to make sure I get through my driving lesson and pass.
3rd world service.
Buses are dirty and stink in the mornings.
Absolutely sick of national express, express where. Now he’s driving like he’s on a ring and ride service.
My distain for this company right now is beyond belief. Stick to your times or go get some YOUNG FIT DRIVERS THAT CAN HANDLE THE ROUTE.
NOT SOME OLD MEN WHO MADE POOR CHOICES AND HAVE TO WORK TILL THEY ARE DEAD.
I’m not buying another month pass again. You can forget it.
6819 is the Bus number.
Where my time has been wasted today national express will lose that money tenfold times 2000.
February 24, 2024
Unprompted review
Reply from National Express West Midlands
Dear Oliviah,
Thank you for taking the time to leave us your review
I am sorry to hear about your poor experience with our bus service. I apologise for any inconvenience, frustration and upset caused.
Our network planning teams try to devise suitable timetables for our routes. Unfortunately, there are factors out of our control that impact punctuality.
Your feedback is valuable in helping us maintain the high standards that we strive for, and we appreciate your understanding as we work to resolve these matter. We are working hard to make improvements
To ensure this is properly reported. I would recommend logging this as feedback or as a complaint.
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"
I sincerely hope your journeys on the bus are better going forward.
Kind regards,
Azra
National Express Bus Team
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