National Express Group review: Poor service

Subject: formal complaint – disabled passenger left behind and claim for compensation. with National express
Dear Customer Relations Team, I am writing to make a formal complaint regarding my National express journey from Bristol Bus station to Heathrow Airport on 11 July 2026, scheduled to depart at approximately 4:00 a.m.
I previously send in a email to you but I put the wrong company down in the email
its actually NATIONAL EXPRESS
My name is Mr. Matthew Henderson, of 111 Grosvenor Road, Bristol, BS28YB.
ISSUED TICKET NUMBER :PTUBS975

I arrived on time. I am disabled and use a walking stick, which means I have difficulty walking quickly. I was waiting to board, but the driver did not give me any instructions, make any announcement, or indicate that the coach was about to depart. The first indication I had that the coach was leaving was when I heard the engine start. I immediately made my way towards the coach, but because of my disability, I was struggling to reach it quickly. The driver could see me approaching and, in my view, had the opportunity to reopen the door and allow me to board. Instead, he kept the door closed and, as he drove away, sounded the horn at me in what I considered dismissive. There were witnesses present. As a result, I missed my flight and had to purchase a replacement ticket at almost double the cost. I ask that you can along with National Express investigate the driver's conduct, refund my coach fare, reimburse the additional cost of my replacement flight, and provide a written explanation of the outcome of your investigation, and any steps you will take to prevent this from happening to other disabled passengers. I look forward to your prompt response and hope this matter can be resolved without further action.
I will be making my report to trading standards for such a poor service I received by your driver and company toward me as a disabled passenger as I had no support what so ever.
Yours faithfully, Mr. Matthew Henderson."