Reply from National Express
HM,
We're sorry for the delay you encountered on your service. We do all we can to avoid disrupting our customers' travel plans, and it's disappointing when we are unable to do so.
We would need to investigate this matter further, and we would need further details. Should you wish to discuss this with us further, please use the following link http://www.nationalexpress.com/help-and-advice/contact-us.aspx.
The National Express Team