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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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 history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Busses pass us. Not 1, not 2 ..but 4!
I use the bus almost daily and always had issues but nothing as it happened today.
4 busses 61 & 63..FOUR ffs passed me and few other people in the bus station. Just went past us. A journey that should've taken 15min took close to an hour. Then, Moor street..waiting for 60. Delayed. Delayed. Delayed. Everything everywhere everyday is delayed with this company.
10 October 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,
Ewa
Bus service is diabolical
Bus service is diabolical. Every day the 49 bus service form Solihull to Rubery is late or doesn't even turn up. Over half the week I am forced to get taxis to work due to this diabolical service if I could leave no stars I would. You should be ashamed of the filthy useless service you provide.
7 October 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,
Ewa
Bus is always late and some times the…
Bus is always late and some times the next one doesn't even come! terrible service
3 October 2024
Unprompted review
Reply from National Express West Midlands
Hi Lisa,
Thank you for your review, and I am sorry for the delay and inconvenience caused.
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.
Regards
Samantha
Busses are coming late every day
Worst experience now a days ... every day bus delays if you check the timings in map 15-25 min delay .I donno why officials are not taking any action for inconvenience. Yesterday I was waiting for the bus at cycle works stop and bus time showing at 5:35pm it was showing scheduled after some time when I check the map it was showing departed..Like seriously I was standing Their how this invisible bus moved on .and the next it was showing 5:57pm. Finally bus came around 6:5 pm like seriously half an hour delay. Every day the same problem very difficult for working people. Officials Please do some needful.
1 October 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
Absolutely the worst service
Absolutely the worst service
The buses on route 21 are never in time
For a whole week they have been coming at different times and drivers just take the bus whenever they want
2 October 2024
Unprompted review
Reply from National Express West Midlands
Hi,
I'm sorry to hear of the delays experienced on this service route.
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/coventry/help-information/contact
We hope you have a much better experience on our services going forward.
Kind regards,
Wasif
Getting off the 50 bus
The 50 bus driver let a passenger off the bus at a non-bus stop area and would not let me off when I was behind them. This just shows that the bus driver is carrying out a form of discrimination to one passenger and I have sent a complaint and the reviews officer responded saying that I am in the wrong of asking to be let off the bus at a non-bus stop area.
9 September 2024
Unprompted review
Reply from National Express West Midlands
Hi Chloe,
Thank you for leaving a review and sorry to hear of your experience. We expect all our drivers to take extra care identifying passengers that wish to get off the bus when approaching each stop and we apologise this was not the case on this occasion. All our complaints received would be forwarded to management for investigation.
We apologise to hear of your dissatisfaction on this occasion.
Kind regards,
Wasif
Some of the drivers are so rude a…
Some of the drivers are so rude a proper jobs worth, a girl got on showed her pass then banged on the door and shouted at her to come back, her ticket was valid, not even an apology from the driver
30 September 2024
Unprompted review
Reply from National Express West Midlands
Hi Betty,
Thank you for leaving us a review.
I am really sorry to hear about the drivers attitude towards other passengers, such behaviour is not acceptable as our drivers are trained to deliver such a service that should be excellent. If you can please get in touch with us with more information as to when/where this happened and on what service, this can be fed back to the garage.
Kind regards,
Josh
Appalling service and anxiety provoking journey
Sorry to say but Appalling service. Rampage to get on number 95 Birmingham city centre to Kingshurst due at 18.21 but didn’t arrive until 19.00. Queueing for this route clearly is a thing of the past.
4 boys upstairs were obnoxious, smoking/vaping and being a general nuisance. No company intervention was very disappointing leading to anxiety provoking journey.
26 September 2024
Unprompted review
Reply from National Express West Midlands
Hello Frances,
Thank you for taking the time to share your experience.
We sincerely apologise for the ongoing issues you’ve experienced, particularly with delays. We understand how critical a reliable service is and we are sorry that we’ve let you down.
If you wish to provide further feedback on any of our service routes please feel free to click on 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
Kind regards,
Amy R
Customer Services
Very poor long awaited for buses for…
Very poor long awaited for buses for the 87 or 82 and 94 then when they do turn up they are packed and you have to stand up
Terrible services
23 September 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
I am giving one star out of necessity
I am giving one star out of necessity, I don't even want to give one star. I waited on the phone line for about one to one and a half hours. No one picked up on the phone. My time was wasted. I ordered swift card for my daughter and after 20 days still not arrived it I was trying to ask but no one picked up the phone.
23 September 2024
Unprompted review
Reply from National Express West Midlands
Hi Saleha.
We're sorry to hear of your experience with your pass. Customer services can experience high call volumes and we apologise for the wait. We advise to stay on the line as you would be entered into a queuing system to be answered. I hope this has been resolved. If not, we would attempt again where this can be looked into further.
Kind regards,
Wasif
Waited 20 minutes for a scheduled 8pm…
Waited 20 minutes for a scheduled 8pm bus on route 11 in Coventry. Waived the driver very visibly, and he didn't bother to stop. Had to walk 60 minutes in the dark to get home. I won't try again.
22 September 2024
Unprompted review
Reply from National Express West Midlands
Hi,
Thank you for leaving a review and sorry to hear of your experience. We expect all our drivers to take extra care identifying passengers at each stop and we apologise this was not the case on this occasion.
If you wish to provide further 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
Kind regards,
Wasif
8:15am from the radleys stop
8:15am from the radleys stop. This is getting ridiculous, after several buses not stopping, this bus just stopped, didn't open it's doors then drove away. The bus had seats available and plenty of standing room. What is going on!!!!!
I will be late again. You need a more transparent and straight forward complaints/review process, like all other services and businesses in the UK. I shouldn't have to be redirected from here to explain all over again.
18 September 2024
Unprompted review
Reply from National Express West Midlands
Dear Amanda,
Thank you for leaving a review. I am sorry to hear about this journey experience 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
Never run on time
Never run on time, it's not fair when people gave to get to work & college etc. I have to catch 4 buses a day, & it makes me late for connections, I follow the bus app for times, but doesn't matterl. I understand, can be traffic or roadworks but not when 4 buses are going the other way. Alot of people rely 9n buses, it's not good enough. I've given date, but it's all year round
17 September 2024
Unprompted review
Reply from National Express West Midlands
Hi Debbie,
Thank you for taking the time to contact us.
I am very sorry to hear this. We aim to keep to our schedule as much as possible, delays/incidents can occur en-route which may affect services. 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.
Thank you for getting in touch, your feedback is important to us.
Kind regards,
Rema
Unpleasant experience with Bus 22
My experience with Coventry bus 22 is terrible. Students and few parents with kids going home from school at Hans close bus stop (going towards Coventry college) at about 15.50. Driver got to the bus stop late and didn't even stop for passengers while proceeding to the next bus stop. This experience is the 3rd with bus 22 drivers which I believe it should be looked into considering there are passengers at the bus stop, the driver should wait for a pickup and also considering parents with children going home after work, the drivers shouldn't make parents miserable by waiting close to another 12-15mins at the bus stop for the next bus arrival.
16 September 2024
Unprompted review
Reply from National Express West Midlands
Dear Customer,
Thank you for leaving us a review.
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,
Naz
Bus Service
The buses here are always delayed. Not just that, it takes 30 minutes for each 76 bus to arrive. It gets extremely frustrating every single time, especially out here in the cold. Do they want us to freeze or something? Once the buses do arrive, there’s five of them in a row. And after that, you’ll never hear from the buses again. Children that walk home from school without their parents must have them worried. This is the worst Bus Service I have ever experienced!
12 September 2024
Unprompted review
Reply from National Express West Midlands
Dear Jasmine,
We are doing our very best to provide a reliable service unfortunately, there are occasions where we may not be able to keep to our scheduled timetable and for that we do apologise.
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
Terrible! Can never get through
I have been trying to get through for over a week, hve completed an online enquiry form and replied to an email.
I have signed up for a student monthly ticket for my son which should have arrived last week. I received an email saying there we issues with my direct debit but I have paid for this month via card. How can I sort it if you won't respond!
Shocks me how you can respond to these messages but not your actual enquiries!!!
9 September 2024
Unprompted review
Reply from National Express West Midlands
Hey Shabana,
I am very sorry to learn about the issues you encountered. We sincerely value your feedback, as it plays a crucial role in enhancing our services for the future.
Your input is greatly appreciated and will contribute to making our service even better. Thank you for taking the time to share your thoughts with us.
Should you wish to discuss this with us further please do not hesitate to contact us through our social media platform.
You can also make a complaint using the link below https://nxbus.co.uk/west-midlands/help-information/contact, scroll down to "Still Need Help" and in the drop-down menu select "Complaints and Feedback"
Regards,
Gurneet
Zero star for customer services
Zero star for customer services.
They told me that my order of a £40 swift card has been put on hold. I called them and waited for half an hour but didn't get connected to their agents.
There's no other way to ask for the refund or to sort things out.
5 September 2024
Unprompted review
Reply from National Express West Midlands
Hi Yiming,
I am sorry to hear this.
Our calls team deal with a high volume of calls every day and try to get through to everyone as quickly and efficiently as possible. I apologise for the long wait time.
If you are unable to get through on the phone, we do have forms you can fill out on our website detailing your query - https://nxbus.co.uk/west-midlands/help-information/contact
The completed form will get passed to our team and an agent will get back to you as soon as possible.
For held order enquiries, please fill in the below form.
https://docs.google.com/forms/d/e/1FAIpQLSdFTHHdFRRzPDFDQ7791ZoEPX4sIZ8k8FpekRG51EoUGAY3UA/viewform
I apologise for any inconvenience caused.
Kind regards,
Maalas
Dangerous driving from bus driver
Why is a bus driver from Yardley Wood bus depot still driving dangerously to and from Yardley Wood bus depot at dangerously high speeds along Daisy Farm Road and surrounding rounds in the Warstock area.
Driver of grey coloured Ford Focus with rally graphics and a very loud exhaust.
This car has been seen being parked outside Yardley Wood bus depot with the driver wearing bus uniform walking into Yardley Wood bus depot.
As already reviewed police have been contacted.
4 September 2024
Unprompted review
Reply from National Express West Midlands
Hi Mark,
Thank you for leaving us a review.
This is a very concerning thing to hear. If you have not already logged this with us, please get in touch so we can have this investigated further.
https://nxbus.co.uk/west-midlands/help-information/contact
Kind regards,
Josh
A complete waste of space
The most appalling bus service I have ever witnessed. They will change the bus times without updating the time tables on the bus stops. They are almost impossible to get into contact with. I have left multiple complaints asking for a response and received none. They changed how my bus pass worked half way between the month, meaning that I wasted half of my £65 bus pass, which my complaint was also ignored by. It is by far the most disorganised and dishonest bus company I have ever come across, I have been made late to work on countless occasions due to the bus not turning up, I have witnessed the busses running red lights. Overall it is the single worst company I have ever had the displeasure of using. If you are able to, use an alternative.
3 September 2024
Unprompted review
Reply from National Express West Midlands
Hi Jozef,
Thank you for taking the time to leave us a review.
I’m truly sorry to hear about the issues you’ve encountered. We understand how frustrating it can be when services are unreliable and communication is lacking.
I apologise for the inconvenience caused by the changes to bus times and the issues with your bus pass. We take these matters seriously and are committed to addressing your concerns. Please contact our customer service team with your details so we can investigate further.
We appreciate your feedback as it helps us improve our service, and we hope to restore your confidence in our company.
Kind regards,
Funmi
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.