National Express West Midlands Reviews 1,273

We live on Thornhill Road, Streetly and our nearest bus stop into Sutton Coldfield is 78A. We can see the buses go past from where we live, however, we haven't seen the 78A bus since sometime in January. There was a diversion around the last week in January until the last week in February because Foley Road East was closed, but there haven't been any buses since. I went and looked at the Burnett Road bus stop today and the old notice is still there saying a diversion from late January until late February, however, it is 9 March now. Surely, if the bus is still diverted, there should be notices up showing the correct dates for how long the bus stop will be suspended for. This is not fair to passengers who rely on this bus. Update a few days later there is still no 78a bus running down Thornhill Road, shouldn't someone be investigating this? I have now found out that this bus stop has been suspended, the timetable has been removed, but no explanation for passengers why or where nearest bus stop is. Disgraceful service.

Zero if I could. If you've ever wondered why everything in modern Britain seems shit, there does not seem to be any kind of standards, no one is accountable, nothing changes, and nothing works, just use national express' "service" for a week, or even worse try and find out why they are such a disgrace. Obviously, as long as the tax money keeps coming and they get the contracts, who cares about their customers (or money pots as they think of them). No incentive to deliver. No standards. No service. Utterly appalling

Poor Customer service, no refund policy even when error noticed immediately booking made. You can't amend booking. I was trying to book for today 02.03.26 and by the time I made my payment, it had changed to 04.03.26, can't call them by phone as it take at least 15-30 mins for your call to be answered. Email returned with a no refund policy..first and last time using their services especially online.

Would give zero if I could. There allways late cancel busses. Freezing cold in the morning. Drivers are rude and abrupt.

Deffo started doing driving lessons as a result.. local councillors encourage you to use it why would u ?. Taken allmost two hours to get home left work 21-30 still on bus at 22.59 expext get home at 0.00 hrs

Another day of the 126 not turning up.

My husband left his wallet on the Number 6 bus. We were so worried as he had his cards, bus pass and driving licence in it as well as cash.
When he rang the bus station this morning the phone was answered very quickly by a very pleasant and helpful human being. None of the pressing different numbers nonsense.
`Atfer a few questions about the wallet they told him it was with them and he could go and collect it. It was such a relief. When he visited all the lovely lady in the office could tell him was that the driver had handed it in.Maybe someone had passed it to the driver, we don't know but we cannot 'express' our thanks enough. It really restores ones faith in people and the humanity within big organisations. Thank you.

You wait up to 40 minutes for a connecting 11 bus to turn up. Acocks green offers no facilities like a toilet for passengers waiting around.

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 centre leaving no buses serving the rest of the route. The closest I could get to home was using the 907 ( again, few and far between) so instead of being dropped off close to home, I had a 15/20 minute walk carrying heavy bags.

Absolutely the worst bus company I have ever seen, beyond a joke how are you still running, overpriced buses are always late never on time waiting for the 63 never turned up so had to wait for the 61 running late, I was very late for work, fix your company get someone in who knows how to run a company out better prices

Utterly useless bus services. The number 6 route (Solihull to Birmingham) is the worst. For example waiting for the last bus from Solihull to Birmingham this evening, the bus has already arrived but was waiting with an out of service sign. You would presume this was just until it was due to depart, however 2 minutes before it’s final journey of the day the driver decided to just leave without collecting any passengers and return to the garage with the out of service sign still on. I just heard National Express are losing the contract soon, thank goodness. Buses back in public ownership with accountability.

Useless service that loves wasting your time.

This abysmal outfit really does need sorting out. After waiting thirty minutes for a bus to Sutton Coldfield from New Oscott this morning, 14th January, I realised something was amiss because at least three buses should have arrived during this time. By the time I decided to try an alternative route there were about a dozen people waiting at the stop. Later I found out there were roadworks on the route and all the buses had been diverted. Is it beyond this company to inform people about diversions and that some bus stops are not in use? I eventually got to my appointment in Sutton Coldfield albeit 15 minutes late thanks to this abysmal bus company.

Shocking service tonight. Waited over half an over from time bus was due and ended up having to get a taxi because of a no show.

Awful, Never ever recommend. Was waiting for the 79 at trouse lane which was headed to west brom. Driver completely drove past me. The bus wasnt even full, he even looked at me and didnt stop. What is with these bus drivers, complete utter clowns

Leaking on the ground, water puddles all over the place, leaking from the window and on the ceiling, disgusting.

I want to report both 8c and 8A because I waited for 30 to 40 minutes but the bus never came it took so late to come.

Birmingham 14 number bus service is Worst.
Always delay and missed. Driver are worst as well. They are not thinking about our office time. They do whatever they want to do.

The bus drivers will randomly choose to stop at the bus stop (where people have queued) or 5m away where people just get there can get on first.
I still don't understand how this service is fit for purpose whilst increasing their prices

My second review but feel justified for the terrible service. 126 this morning from dudley to Birmingham. Due at 5.35 showed up at 6.08. I have to catch another bus in town to be at work for 7, always late for work. I wonder how many people this affects?? Make the complaints system easier and you will see just how many people complain each day. Should be a little button on your app where you can say if the bus is on time or late so you can see exactly what kind of shit show you are running. Fares gone up and drivers got pay rise and the company is getting worse and worse. I understand traffic but at 5.30 in the morning that is not an excuse as there is none. Sort your service out or give us a a cut in fares because honestly your service should be free with how shocking it now is. Drivers don't even care, say to them you are Kate and you get a shrug of the shoulders, bad attitudes from overpaid people.

Very annoying prices going up all they time but buses never turn up on time and poor updates on Google map!!!!