M6 at Junction 10 weekend closure -

From 20:00 on Friday 24th September to 06:00 Monday 27 September. Find out more.

 

National Express coach

Contact Us

Discover the ways we can help you

Get in touch with us

Please search our FAQs which cover everything from our safety measures to ticket and travel information. If you can't find an answer, you can also email us, or get in contact on social media and we'll be sure to take your feedback on board.

Top FAQs

Are your coach services running?

Yes. Please visit our service updates page for more information on which services are running.

Am I allowed to travel?

It is your responsibility to check Government guidelines and ensure you are travelling within the guidelines provided. We would also like to remind our customers of the following:

  • It is illegal not to self isolate if instructed to do so in line with government guidance.
  • You are expected to wear a face covering in coach stations and on board the coach, unless exempt. Please check and comply with the latest local guidance. For more information on exemptions, please visit the UK Government website.
  • Guidance is changing regularly and may differ from one location to another. Please check government guidance in line with your travel plans and make arrangements accordingly.

Full details of the latest government guidance for each of the UK nations can be found here:

What can I expect when I travel with National Express?

The safety of our customers and staff has always been our number one priority, so we have introduced a number of extra measures so we can continue to ensure this. When travelling with us you can expect:

  • To wear a face covering. Please note that this does not apply to children below the age of 11 and those who are exempt. For more information on exemptions, please visit the UK Government website.
  • Increased and enhanced cleaning regimes onboard our coaches and in our stations

You can find more detailed information on our coronavirus (Covid-19) safety measures by going to our coronavirus safety page.

Will my Coachcard be extended?

We have further extended the validity of Coachcards for our customers who have been unable to use them due to the recent suspension of our services.

You can use our Coachcard validity checker to obtain your new expiry date if you have been affected.

Can I amend or refund my ticket?

Yes, we understand during this time of uncertainty that your plans may change. That’s why we’re offering increased flexibility for journeys until 30 September 2021. Find out more information on our flexible travel page.

How much luggage can I take?

UK Services

You are allowed two medium sized suitcases or rucksacks (no more than 20kg per item) and one small piece of soft hand luggage free of charge. Alternatively, you may take one large item (no more than 20kg) and one small piece of hand luggage. Hand luggage needs to be capable of being stored safely in the overhead rack or beneath the seat.

  • Hand luggage max dimensions of 45cm x 35cm x 20cm
  • Medium sized items max dimensions of 70cm x 30cm x 45cm
  • Large sized items max dimensions of 75cm  x 50cm x 32cm

For more information please visit our UK luggage policy.

 

European Services

Amsterdam, Brussels and Paris (including interim stops)

You are entitled to two items of luggage to be stowed in the hold and two items of hand luggage free of charge. The overall dimensions must not exceed 200cm in total. The combined weight of both items for the hold must not be more than 20kg.

Fully collapsible wheelchairs and fully collapsible pushchairs may be stowed free of charge in the hold and do not count towards your luggage allowance.

All other European Services

You may take one medium-sized suitcase or rucksack and one small piece of soft hand luggage per person travelling, free of charge. Your one piece of luggage must not exceed 20kg, with maximum dimensions of 70cm x 30cm x 45cm. Items of luggage in excess of 20kg will be charged.

For more information please visit see our European luggage policy.

What are your current response times?

We currently aim for the following:

  • Email enquiries will be responded to within 5 working days
  • Complaint emails will be responded to within 7 working days
  • Refunds will be responded to within 7 - 10 working days

We appreciate your patience at this time.

Keep up to date

See our live service updates page for the latest on our coach network...

Live Service Updates 

FAQs

The answers to the most common questions... 

See our FAQs

National Express Virtual Assistant

You can now find the answers to our most frequently asked questions faster than ever. With our new Virtual Assistant function, you can get instant answers to a host of common questions, such as;

'Where is my coach?'

'How do I change my ticket?'

"I want to plan a journey"

"Can I book assisted travel?"

 

To use our Virtual Assistant, click the blue icon located towards the bottom right of the page and you can easily log in using your Facebook account, or choose 'Continue as Guest'. Simply type 'Hi' to get started.

Email us

If you would like to send us a message please choose the most relevant category for your enquiry using the drop-down below.

Travel and ticketing

Before getting in touch, make sure to check out our customer FAQs first. Your query may have already been answered!

And don’t forget you can amend the time or date of your ticket using Manage My Booking. We’ve increased the flexibility for all journeys on our before the 30 September 2021. Find out more on our flexible travel page.

If you still need help, fill in our travel and ticketing form.

Travel and ticketing form

Assisted travel

Our aim is to create an accessible service that is inclusive of all our customers and their needs. Our dedicated Assisted Travel Team offers travel support by providing journey and booking information and, subject to availability, they can support with booking reasonable adjustments and access requirements such as reserving you a front seat and/or the dedicated wheelchair space.

To discuss any adjustments or accessibility requirements you may have, you can contact our Assisted Travel Team by telephone or email. You are not required to book in advance, however wherever possible, if you require assistance please get in touch at least 36 hours before you intend to travel with us.

To book any assistance, please complete the travel assistance form.

For anything else, or if you are unable to complete the form, but still need to book travel assistance and accessibility requirements we have a dedicated team to support our customers. You can contact our Assisted Travel Team to talk through any assistance needs on 03717 81 81 81 (lines open 9am - 5pm 7 days a week) or email us at addl@nationalexpress.com

Assisted travel form

Accessibility and inclusion

 

Lost Property

Our central lost property database helps us to track and relocate any belongings you may have lost or left behind.

As our lost property tracking system requires a lot of upkeep, in addition to the cost of reuniting your items, we charge customers a small fee when items are reclaimed.

If you have lost or left an item behind, contact our Lost Property Team by filling in our lost property form.

 

Lost property form

On the day travel information

For the latest information on services, including disruptions and delays, please visit our live service updates page.

You can also track the status of your coach using our Coach Tracker tool. For help and more information on how to use Coach Tracker visit our coach tracker help page.

If you still need to get in touch with us, you can send us a message via Twitter or Facebook, email us using our travel and ticketing form, or if urgent, give us a call using the number below.

Track your coach

Multirides & Season tickets

If you’re an existing multiride or season ticket holder and you’ve been impacted by the temporary suspension of our services, please visit our coronavirus FAQ page for more information on extending the validity of your pass or to claim a pro-rata refund.

  • Season tickets - A National Express Season Ticket gives you a reserved seat on your daily commute. It's a great way to save some money when you make the same journey more than three or four times a week. Simply choose the two locations you travel between most, purchase a Season ticket, choose from 1 month to 1 year validity, and get unlimited travel in both directions.
  • Multiride tickets - A National Express Multiride Ticket offers 10 single journeys cheaper than buying them individually, between your two locations, and is valid for 3 months.

For more information on both multiride and season tickets, please visit our tickets page.

Multiride and season ticket form

Careers

1 in 9 people in the UK used a National Express service in 2018 – and we’re proud to have the most professional drivers, the safest vehicles, and the best customer service in the business.

Visit our dedicated careers website to find out about our latest opportunities and plenty of other information on the benefits and rewards we offer at our UK locations.

Join us on the journey and apply now.

Our careers website

Complaints & Feedback

We’d love to hear from you.

  • Make a complaint - If things haven’t gone right and you’d like to make a complaint, please send us a message with the details explaining what went wrong. We take all complaints seriously and use them to help improve our services in the future.

Make a complaint

Compliments and praise

We’d love to hear from you.

  • Compliment us - If we’ve exceeded your expectations, please send us a message explaining why you are so pleased with us. We will make sure that all of the staff involved are informed of your praise.

Compliment us

Press updates

National Express operates a 24/7 media relations service every day of the year with an on call service operating for urgent media enquiries out of office hours. We have business-specific media relations contacts in each division of the National Express Group.

Please note if you are a National Express coach customer seeking help or information about your ticket or our services, please send us a message via Twitter or Facebook, email us using our travel and ticketing form, or if urgent, give us a call using the number below.

Press and media enquiries

Still need help? Call our team

For new bookings, timetabling and general enquiries call our Customer Contact Centre on:

0871 781 8181

Lines open 7 days a week, 9am - 5pm

Phone bookings incur a £2.50 booking fee

(calls to this number cost 13p per minute plus your telephone company’s access charge).

 

For advice when travelling, amendments to your journey, to make a complaint or provide feedback and to book assistance.

0371 781 8181

Lines open 7 days a week, 9am - 5pm

(calls to this number are charged at local rate).

Message us on Facebook

If you can’t find an answer in our customer FAQs, the fastest way to get a response is to message us on Twitter or Facebook.

We always aim to reply to our Facebook messages within one hour, so you can have any answers you need, ASAP.

 

 

 

Send a message

Tweet our team

We're here from 8am to 10pm Monday to Sunday to answer your questions on Twitter.

Tweet @nxcare and our dedicated team will be happy to help.

Tweet us

If, after contacting us, you don’t feel a complaint of yours is resolved, you can:

Contact Bus Users UK to see if they can review your complaint.

Use the ODR platform to submit your complaint – the ODR platform is a European tool for online dispute resolution, which (if agreed to by the parties) will aim to assist with the resolution of disputes between a customer and a business where a customer has purchased a good or service from the business online or electronically.

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