National Express West Midlands Omdömen 

Absolutely rubbish service as usual on the 49 in Solihull. Regularly miss buses then the next one is late. Pathetic

I am deeply disappointed with my recent experience on 27/05/24 with nx bus. The situation was not only mishandled but also resulted in severe emotional distress, which I believe warrants immediate attention and compensation.

On the aforementioned date, I attempted to use the ticket machine on the bus, but it was not functioning. This issue prevented me, along with other passengers, from purchasing a ticket. Despite this, I was singled out by an inspector accompanied by two other individuals. The inspector's behavior was notably hostile and aggressive, leading to a highly intimidating and humiliating experience for me. The group, which included two large men, ushered me off the bus in a manner that exacerbated my anxiety and stress. This was a clear intimidation tactic that made the situation even more distressing.

Adding to the distress, I was unable to show my student ID as I was on my way to obtain a replacement for the one I had lost. Despite traveling with Swift for years, I have never been informed or asked to show my student ID. The terms and conditions regarding the necessity of carrying a student ID at all times were not clearly communicated during the application process. In fact, these terms and conditions of issuing a fine for not having student ID are not available anywhere, rendering them invalid due to a lack of evidence. The link provided on the back of the swift card leads to an unavailable page, making it impossible to review these supposed terms and conditions. This misleading practice potentially violates consumer protection laws, specifically the Consumer Rights Act 2015, which mandates that terms and conditions must be clearly communicated and accessible to consumers.

When I attempted to ask questions and clarify the situation with the woman handling the inspection, she was very hostile and exhibited rude behavior, including constantly rolling her eyes. Despite my politeness, I was treated condescendingly and felt bullied by the group of three inspectors.

As a result of this incident, I experienced significant emotional distress, triggering a depressive episode that necessitated therapy. I am demanding compensation for this emotional distress and funds to cover my therapy expenses. Furthermore, I insist on the following actions:

An investigation into the conduct of the inspectors involved.
Appropriate disciplinary actions, including considering termination, probation for six months, or reassignment to part-time roles, given their aggressive and hostile behavior.
A re-evaluation of the training and policies regarding customer interaction to prevent such incidents from recurring.
Additionally, due to this distressing experience, I would like to cancel my Swift card effective immediately.

If these actions are not taken, I will escalate this complaint to the Ombudsman and the West Midlands Combined Authority to seek a formal investigation and resolution.

I expect a prompt response to this serious matter. Please contact me at your earliest convenience to discuss the next steps. I trust that Swift Bus Company will take this complaint seriously and take immediate corrective action.

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

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.

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

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.

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 :)

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.

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.

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

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??

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

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.

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!!

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

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

Been waiting 20 mins and the bus driver drove past me and skipped my stop because some school kids were there

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.

Cancel, delay, cancel, delay

And they want people to stop driving with pubkic transport like this. Laughable

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.