Went here 25 November 2023 with wife to catch 18.35 pre booked National Express coach, but was greeted by transport failures and an extremely rude company staff.
The two of us was waiting in queue to board, but noticed the coach had filled up but we were still in the queue. My wife asked the staff why we couldn't board, but she told her "as you can see we are a driver down, now, get back in the queue", and never apologised. We could only conclude they had overbooked.
It appears their online booking had completed a "open" ticket and charged £17.50 + £1.50 booking fee in what appeared an exorbitant fare even though we assumed this was now the going rate.(as we live in 23°c Malaga and was travelling since morning)
Long story short, I complained to other staff member, who quickly got a manager to explain.
In fairness they by contrast was friendly. The manager apologised for her rude colleague, whilst stating she was up since 4am, and also said there would be a supplemental coach. This coach however never materialised as it became clear it was the scheduled coach due an hour later.
All this with 1°c temperature and tired limbs.
The coach came, but we were now inconvenienced, overcharged and given very shoddy service.
If we had failed to turn up for the journey, the coach company would have blamed us, and wouldn't have entertained any explanations.
I think a complete refund of the fares should be given as National Express failed to deliver their side of the agreement, and I will be lodging a stern complaint to them.
UPDATE!!!!!
I have had a response from the company, but even though they were observant of my complaint as valuable feedback, nonetheless, they have not stated the inconvenience we suffered, the missed arrangement we had for the purpose of our travel, the failure on their part to uphold their legal obligation and of course some form of compensation, simply just been fobbed off.
They have just taken the attitude that you got to where you wanted to go, but no gesture of returning the original fares.
This similar issue came on us with the train services in the summer, but they acknowledged their failing and refunded.
National Express come across as uncaring and unsympathetic as there's no details of how to complain to the Ombudsman
Very poor service all round.
I have no other option aside from Trading Standards.