For advice on travelling in hot weather and information on the planned rail strikes (13, 18 & 20 August), please visit our Service Updates page.

Coach seats

Refunds & Amends

Everything you need to know about changing your booking or requesting a refund

New feature - Cancel & Refund

Now our Fully Flexible ticket holders can have even more control over their travel arrangements with our new Cancel & Refund option, only in My Account.

No matter whether you have a single, return or open return, your ticket can be cancelled and your card payment repaid by following these simple steps:

  • Log in to My Account and view your ticket information.
  • If eligible, you will see a 'Cancel & refund ticket' button.
  • Once clicked, you will see the full details of the journey you are cancelling and can click 'Cancel & refund ticket' again.
  • My Account will then check one more time that you wish to cancel your ticket.
  • By clicking 'Yes, cancel my ticket' you will then receive confirmation of the cancellation.

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Please note: Only fare costs are refundable, ancillaries and extra purchases are non-refundable. Only tickets paid by credit/debit card directly to National Express, excluding insurance, are eligible to use this functionality.

How do I change my ticket?

If you have purchased a Standard or Fully flexible ticket you can amend the date and time of your ticket right up to when you’re due to travel.

Restricted tickets are non amendable and non refundable.

Explore Manage My Booking

Is there a fee for changing my booking?

Standard Fare: Amending your ticket online will be subject to a £5.00 amendment fee (£6.00 if amended via telephone), an excess fare may also be charged.

If your ticket is refundable (read point 10 of our Conditions of Carriage), you’ll need to cancel it no later than 24 hours before your original outward journey to be able to get a refund.

Can I get a refund on my booking?

Refunds are only available on Fully Flexible fares.

If your ticket is refundable (read point 10 of our Conditions of Carriage), you’ll need to cancel it no later than 24 hours before your original outward journey to be able to get a refund.

If you’re entitled to a ticket refund, get in touch with our Contact Centre.

Tip: Please have your ticket number to hand when you call to minimize any delays to your refund.

Change & Go add-on

For just £5 each way, our Change & Go add-on lets you be completely flexible with which coach you board to and from your desired destination on Standard and Fully Flexible tickets. Find out more.

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