National Express rip off – staff give false information

Yesterday I arrived back to Heathrow slightly early and managed to get to the bus station in time to catch the coach two hours earlier than the one I had booked. I asked a member of National Express staff on the concourse by the bus stands when the earlier departure left. Previously I have always been able to catch a different bus if there was space and have simply shown my ticket to the driver, but she was adamant that drivers would no longer permit this and that this had been the case for a long time. She told me that I would need to get my ticket changed at the counter, which I duly went to do. I was expecting them merely to reissue a new ticket with the earlier departure, but instead was asked to pay £11.80, being a £5 amendment fee plus a £6.80 fare difference (although both services had been the same fare when I booked, and I have just checked for two weeks hence and they are again at the same fare!). It was worth it to me at that point to get home earlier, so I duly paid. When the bus arrived I tested the veracity of the stated new rules and showed the driver my original printed e-ticket for the later service, which of course he accepted without question or comment and let me board, without even waiting to ascertain whether his vehicle would be full.

I feel ripped off! Have other forumites recent experience of using NE and catching a different service to the one booked, and have you paid the change fee? NE seems to want to become as inflexible and difficult as the trains. I have always used NE when I use public transport to Heathrow, and the flexibility has been one of the significant plus points. It would have been cheaper to buy a single to Heathrow and then an on the day single home than paying the amendment fee and extra fare charge. Thanks in advance for your thoughts and advice.