I was very interested to read last month’s letter about National Express refusing a full refund of a “flexible” ticket. I have a similar issue. When I bought a ticket from Heathrow to Southampton, I paid £5 extra for the Change & Go add-on, which promises “complete flexibility” if you miss your departure.
I did miss my departure, but when I tried to transfer my ticket to the next available coach, the agent insisted Change & Go was only valid for changes made to bookings before departure. I had to buy another ticket, and was charged £10 more than if I’d bought on the app.
