A BRADFORD couple left stranded at Bradford Interchange after their coach departed from a different stand without any notice has received a full refund from National Express Coaches.

The severely disabled couple, from Shipley who wish to remain anonymous was left ‘shaken’ when they realised their National Express Coach to Blackpool had departed from a different stand, whilst they were waiting at the stand printed on their ticket.

Arriving at Bradford Interchange half an hour before the coach was supposed to leave the station on Sunday, August 14, they found no staff around who could have directed them to the correct stand.

The distressed husband, 75 said: “ It was a nightmare start to the trip.

"We waited for ages, and we didn’t find out the coach had departed from Stand T until a quarter of an hour later.

“Our tickets said Stand X and there was no sign or anything to tell us otherwise.

“My wife started having a panic attack and she was in a bad way. We both have health conditions and a staff member who turned up had to help calm her down.

“We tried calling the company, my wife had £12 on her phone, and they put us on hold and the phone cut out.

“They did call us back, but they didn’t offer any alternative arrangements like a taxi or another coach for that day.”

The couple had to call in a favour with a family member who drove them 89 miles to Blackpool, sacrificing his Sunday evening.

“He really came through for us.

“I checked my savings and pension and gave him £100 for his help, he did us a big one.”

National Express Coaches has now issued a full refund of the tickets and reimbursed the couple for the extra cost incurred.

A spokesperson for National Express Coaches said: “We have reviewed this incident including checking the information provided in any booking confirmation and on tickets, and listening to the phone call on August 14.

“The 173 service had been moved by West Yorkshire Metro to depart from Stand T (instead of Stand X) at Bradford Interchange after the tickets had been printed and posted in June.

“Signage is in place to inform customers of the correct stands which we will now review to improve where possible.

“When the call cut out, our customer service team called back straight away on both of the phone numbers provided.

“A message was left with the offer to amend the ticket for travel on a later service, but the customer made no further contact with us. 

“National Express is committed to providing the highest standard of customer service and we apologise for the experience on this occasion.

“We have processed a full refund of the coach tickets and will reimburse the extra expenses incurred as a goodwill gesture.”

Follow us on Facebook, Twitter and Instagram to keep up with all the latest news.

Sign up to our newsletter to get updates sent straight to your inbox.

Have you got a story for us? Email newsdesk@telegraphandargus.co.uk, contact us here , WhatsApp us on 07720403052 or call us on 01274 705292.