We caught a train to Plymouth but decided to come back by the National Express DIRECT . coach on Sunday 22nd at 10.10, Although it cost us more to do this we wanted the comfort of not having to change coaches.They had my mobile number in case of changes .When we got to station we were told we had to change at Exeter and Wareham .We got to Exeter .NO COACH .We waited one and three quarter hours in the freezing cold . First time using National Express .We both suffer with bad backs and were not happy at inconvenience.We arrived late missed our connection and had to get taxi .My ticket number is PTJ98050 in the name of Janet Moore booked at post office ..I was also asked to look after a totally deaf pensioner by her daughter at Plymouth coach station who also was expecting the DIRECT service we paid for, as she was travelling alone and felt very vulnerable .I feel the least you can do is offer us a refund and compensation for late arrival and the distress it has caused .My phone number is [protected] email [protected]@gmail.com. Please do not make my phone or email mail address public .Yours sincerely Mrs J Moore .PS please confirm receipt of this complaint .Thank you