Contact Us

This will depend on your fare type. You can read more about our ticket types and the flexibility of your ticket on our Refunds & Amendments page.

If you have not received your email confirmation, please check your spam or junk email folders. Your ticket will be delivered from tickets@nationalexpress.com or sales@nationalexpress.com.

If you still can't find your ticket, you can view and print your ticket in My Account.

If you don't already have an account you can create one using the same email address you used to book your tickets and then link your ticket to your account by entering your ticket number.

You can visit timetables.nationalexpress.com to view and download any timetables you need.

Single tickets

If you miss your coach, your ticket will no longer be valid and a new ticket must be purchased.

Return tickets

If you missed the outward journey you may still use the return portion of the ticket.

Please note: ticket amendments (if your fare type allows) can be completed before the current departure time. Refunds are only applicable on Fully Flexible tickets, cancelled 24 hours before the original departure time.

You can track your coach in real-time by using Coach Tracker, for help using this please visit our Track Your Coach page.

Each customer is allowed a free allowance of:

• 1x large case* - (75cms x 50cms x 32cms) max weight 20kgs, this will be stored in the coach's hold.
• 1x piece of soft hand luggage - (45cm x 35cm x 20cm) Max weight 10kgs.

Need extra luggage? Find out more about our excess luggage charges and other useful information via our luggage policy page.

*Can also accept 2 medium cases (70cms x 45cms x 30cms). Max weight 20kg each.

We work hard to run a punctual service with timetables that factor in the time of day and a 24-hour network control centre managing coaches when they are out on the road.

If a delay is due to circumstances out of our control, eg. traffic congestion, we would not normally issue a refund of your ticket.

If a delay has been caused by a service cancellation, driver sickness or any other reason we are directly responsible for, please visit our Contact Us page for a variety of ways to speak to our team.

To be a valued customer

As a National Express customer, you immediately become our number one priority. From ensuring our customer service staff are there when you need them, to providing safety tech on board our coaches that's second to none, you're always in the best of care with us.

Have the best onboard experience

Experience travel how it's meant to be and climb aboard a modern fleet of plush and stylish National Express coaches. You can enjoy free Wi-Fi, a generous luggage allowance, charging points and more, all from the comfort of your guaranteed seat.

Premium extras for your journey

You can customise your journey for added comfort. At the Add Extras page when booking or with My Account, you can reserve your desired spot on the coach, add extra luggage, purchase insurance and more.

Online tools for added convenience

It's not just on board where you can enjoy great service. With our online tools, you can simplify your journey at the click of a button. Route Map allows you to plan your journey from location points across the UK to find the right service. Meanwhile, our Coach Tracker is ideal for those looking to see where their coach is in real time!

Tickets purchased through the Ryanair website (Ryanair.com) may take up to 2 hours to be delivered via email.

If more than 2 hours have passed since you made your booking on Ryanair.com and you have still not received your National Express ticket for travel, please check your junk/spam folder for tickets from tickets@nationalexpress.com or sales@nationalexpress.com.

If you have still not received an email please fill in this Pre Travel Enquiry Form and a team member will be in touch.

If you need to cancel or amend your booking, the quickest and easiest way to do this is through My Account.

If you are not registered for My Account, you can still sign up and change your existing tickets. Any standard fare type ticket amendments requested through the contact centre will be charged at £6.

Please note Restricted fares are not amendable or refundable, online or via the contact centre. 

If you are travelling within the next 48 hours you can call our customer contact centre on:

03717 81 81 81

Lines open 7 days a week, 8am - 6pm

(Calls to this number are charged at the local rate. Outside of these hours, if you are in transit with us and require emergency assistance please call us and stay on the line.)

The fastest and cheapest way to book is via our website. However if you need assistance….

If you have not yet purchased a ticket with us and need assistance please call:

08717 81 81 81

Lines open 7 days a week, 10am - 6pm

Phone bookings incur a £3 booking fee.

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

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.