Useful information

Serving our disabled customers


At National Express we are passionate about providing consistently high levels of service to all our customers, whatever their circumstances.  As such, this Code of Practice sets out the standards we will deliver to our disabled customers.

With over 21 million passenger journeys every year, we are committed to continually improving the service we provide and we will always listen to customer feedback to make sure we get things right.

Our new Code of Practice includes a commitment to disability confidence training for our staff. It also takes into account our new accessible coaches and expert advice on the carriage of manual wheelchairs, mobility scooters and powered wheelchairs.

Our aims are to always deliver an outstanding service to every customer and that everyone can make use of our services. We have a virtually fully wheelchair-accessible fleet of coaches some seven years before it becomes law and we hope, this is a strong demonstration of our ongoing commitment to providing safe and accessible travel to all our customers.

Arranging assistance and buying a ticket

Our Assisted Travel Helpline is available by calling 03717 818181 and is open every day from 8 in the morning until 8 at night, 7 days a week. Our dedicated team can give journey details, take reservations, sell tickets, agree the level of assistance required at each stage of your journey and advise on what can be provided.

More general assistance issues can be discussed 24/7 on 08717 818181 (calls charged at 10p per minute plus network extras).

Coach Station and Stop facilities

See pages 11 to 14  of our Code of Practice for a list of facilities available to disabled customers at the major bus/coach stations.


Useful Links

Conditions of Carriage

Disabled Coachcards

Concessionary fares - Scotland

Assistance at Victoria Coach Station (VCS) London


Thank you for travelling with National Express

Coach Tracker