Response from National Express

Here's a response from National Express which I thought earlier would fall on deaf ears. I'm rather surprised that they took time to reply to my complaint. I won't say anything anymore but I'm going to invite you to have a look.
Happy reading!
Opps sorry, I can't make it any bigger than this but if you click on the image it will take you to the file which is more legible.

Now, have your say, please.