The stepson of the coach driver arrested following the fatal M25 crash described him as a "careful and conscientious driver".
The driver has been named as Phil Rooney, 47, from Carluke, Lanarkshire, Scotland. National Express has not confirmed his name.
Comments from Mr Rooney's stepson Richard Gordon, 30, appeared in the Press and Journal newspaper.
He said: "The whole family is devastated by the tragic events. Our thoughts and prayers are with everyone that has been affected."
He added: "Phil would not knowingly put his passengers at risk and has always been a careful and conscientious driver.
"Phil is a family man who is shattered by what has happened and the way this has affected everyone."
Mr Rooney was arrested on suspicion of causing death by dangerous driving, and has been bailed to return to a Berkshire police station on February 21.
A woman in her 20s, on leaving the home of the man named as the driver, said: "My mother is in an awful state. Yes, we feel sympathy, but no-one feels sympathy for us."
Two people were killed in the crash - Christina Toner, 76, from Dundee, and a man in his 20s who police are seeking help to identify. Extensive inquiries have not enabled them to identify him formally or contact next of kin.
He is described as Oriental, in his mid-20s, between 5ft 6in and 5ft 8in, with black hair which is short at the sides and longer on top.
