The UK's largest coach company turned 40 this year, having
formed in 1972 with 300 vehicles and 13 million annual
passengers - today National Express employ 4000 people across
Britain and carry over 18 million customers.
To celebrate their landmark birthday National Express joined UK
Customer Service Week to officially launch their first Customer
Charter - outlining the service and commitments passengers
throughout Britain can expect on every journey.
Coach Stations across Britain organised special events as
part of the week, which ran from 1 - 5 October, and a group of
'customer service ambassadors' were selected to be the face of
the company in their regions.
Belen Martinez, Group Customer Service Director for National
Express, said: "We celebrate our 40th anniversary this year and
it's a real testament to the hard work and dedication of our
staff across the country. We wanted to mark their achievement by
participating in Customer Service Week to launch our Customer
charter and showcase the great work they deliver day in, day out
to keep Britain moving."
'Customer Service Ambassadors' included Bournemouth Driver
Lorraine Barnes - who receives hundreds of commendations from
customers every year.
Nicknamed "sunshine on legs", mum of one Lorraine said: "I think
smiling first and foremost is the key to making customers happy,
a smile really does go a long way and customers really
appreciate a warm and welcoming face."
Another ambassador is Paul Waplington from Nottingham, who
greets his passengers in 25 different languages and has been
driving for 14 years. He said, "I see every customer as an
individual and that's why I wanted to take the time out to learn
their different languages. People are amazed when I am able to
greet them in their own language and I just love seeing the
surprise on their faces."
Welsh father and son team Gwyn and Richard Thomas from Barry
were also selected as ambassadors having clocked up a combined
50 years service to National Express. Richard said: "Ever since
I was a little boy I always wanted to be a coach driver like my
dad. I love my job because you get to meet lots of different
people and help them start their day with a smile on their
He added: "Customer service means going that extra mile. If you
are always smiling and helpful whatever the situation, it really
helps customers enjoy their journey."
About National Express
For more information about National Express' commitment to
delivering excellent customer service view their online customer
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