Useful information

Our Luggage Policy

Find out more about the National Express luggage policy.

7. LUGGAGE

7.1 Permitted Luggage:

We will carry your luggage on and subject to these General Conditions of Carriage and any applicable Special Conditions.

You are allowed to take onto a service one or two medium sized suitcases or rucksacks (no more than 20kg per item) free of charge and one small piece of soft hand luggage. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. 

We shall have no obligation to carry luggage in excess of the permitted amount or size but additional pieces of hold luggage, or 'outsized' items, will be permitted, subject to space being available, and on payment of a charge for each extra piece. The charges will be £10.00 single journey per item (one journey can be multi-leg) or £15.00 return journey per item. A maximum of three chargeable items can be taken in the hold (maximum 5 overall). Other items must have no one dimension greater than 85cm.  Items of luggage significantly in excess of 20kgs may be charged. Priority will be given to customers travelling with luggage within the free limits. Customers will be permitted to 'pool' their individual allowances if they are travelling in a group or as a family, but they must be travelling on the same ticket. If the customer pre-purchases excess luggage and there is insufficient room to take the luggage, he/she will have to wait for the next service where priority to board will be given.

Collapsible manual wheelchairs and folding pushchairs/buggies will be carried free of charge in the hold: special arrangements apply for battery powered wheelchairs/ disabled scooters and reference should be made to our Code of Practice for Disabled Customers. Customers must travel with their luggage. All non-luggage items will only be carried if boxed or packaged securely and are at the owner's risk. Suitable insurance is advised.

Excluded from the excess luggage charge are Hotel Hoppa, RailAir, Non-National Express services sold by National Express, and Events services. If a customer is connecting to/from an Event, the luggage charge can be waived on the connecting scheduled service if the customer provides evidence of travel on an Event service. We shall have no obligation to carry luggage in excess of the permitted amount but we will endeavour to do so where space permits.

We may agree to carry, subject to available accommodation, additional luggage such as skis, surfboards and folding/dismantled bicycles, provided that they are packed in a suitable protective packaging. If we agree to carry any particular luggage on any journey this does not mean that we have agreed to carry that luggage on any subsequent journey you make. Folded bicycles, skis and snow/surfboards will be exempt from the excess luggage charge for 'outsized' items as long as the total number of items is placed in the hold is no more than two. If carriage of any of these items causes the number of items carried in the hold to exceed two, then the third item is chargeable.

Fragile items such as electrical goods, portable televisions and radio will only be carried if they are of reasonable size and securely packaged. Drivers will load your luggage on or off coaches and may request the customer's assistance to load items of luggage over 20kg.

7.2 Prohibited contents:

(a) Prohibited luggage: We are not obliged to carry any of the following items of luggage, and you may not bring them onto any coach without our permission:

  • any weapons
  • explosives
  • drugs or solvents (other than medicines)
  • non folding pushchairs/prams
  • oversized sports equipment
  • bicycles which are not folded, or dismantled and wrapped
  • any items which are in our opinion, unsafe, or may cause injury, offence or damage to property, is not properly sealed or secured, or which are considered by us to be unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile or perishable, or items with sharp or protruding edges, or any item over 20kg in weight or any item which cannot be folded down or packaged to comply with Clause 7.1.

(b) What happens if you take prohibited luggage: If you take any of these items onto any coach, we will advise you and we will remove them from the coach immediately on discovery, and leave them outside the coach, wherever they may be situated. If you have any doubts as to whether we will carry any particular item, you should obtain our written confirmation before purchasing your ticket. If you take any prohibited items of luggage onto a coach or into a station, we shall not be liable for any loss or damage occurring to such items for any reason whatsoever.

7.3 Packing and identification of luggage:

You must pack all of your luggage safely and securely, and lock and fasten it, with a view to protecting your luggage from loss, damage or interference, and to protecting any other property on a coach from being damaged by your luggage. All luggage which is given into our custody should be clearly and appropriately labelled and include a contact telephone number where possible. We will not be obliged to carry any luggage which has not been properly packed or labelled. We reserve the right to involve the Police if we feel that there are any security or safety issues.

7.4 Inspection of luggage:

We shall be entitled to inspect all of your luggage, for the purpose of ensuring compliance with the above requirements. We shall not be obliged to carry you or your luggage, and shall be entitled to remove you from any coach, if you refuse to submit to a search.

7.5 Storage of luggage:

All luggage, other than hand luggage, will be stored in any hold or other storage compartment on the coach and not in the passenger compartment of the coach.

7.6 Getting the luggage onto a service:

Drivers will load and unload luggage, except as described in 7.1 but it is your responsibility to see your luggage put on and taken off a coach, or checked-in at any station where check-in arrangements apply. Except for any luggage stored in the hold of a coach, you must also look after your luggage at all times, including at any station and your hand luggage whilst on a coach.

7.7 Restricted stops:

There are some stops where for safety reasons we are unable to load and unload luggage. Such stops are shown on our published timetable leaflets. At these stops only hand luggage is permitted.

7.8 Small valuables and important items:

Small valuable items should not be stowed in the luggage hold under any circumstances but should be taken on board a coach as hand luggage. Small valuable items includes money, medication, jewellery, precious metals, laptop computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports, visas, tickets and identification documents. Small valuable items may be placed in the overhead racks or under your seat, but should not be left unattended by you. Where possible, small valuable items should be carried on your person.

7.9 Lost Luggage:

7.9.1 Our liability for lost luggage:

If we are notified that you have left behind or lost any of your luggage on a coach or at a station we shall take reasonable care of that luggage when it is located.

7.9.2 We will store lost luggage:

If we find any of your luggage on a coach or at a station, we will store it at such location as we may decide, but all such storage will be at your risk. We may charge you a reasonable administration fee for the storage and return of your lost luggage.

7.9.3 Our right to dispose of lost luggage:

If you have not collected your lost luggage within 1 month of our receiving or finding it, we may dispose of your luggage in any manner we wish, including by destruction or sale, and we shall be entitled to keep any sale proceeds. We shall be entitled to open and examine any left or lost luggage. If there are any items which we consider are dangerous or perishable, or otherwise unsuitable for storage, we shall be entitled to dispose of those perishable items within 48 hours of our receiving or finding such items.

7.9.4 You must hand over lost luggage of other people:

If you find any property of any other person on any coach or at any station, you must hand it over to us immediately. If you find any property on any coach you shall hand it over to the coach driver where possible.

7.10 Notification of loss or damage:

If during any journey you should lose any of your luggage, or any of your luggage is damaged, you must notify a member of our staff as soon as possible after your discover the loss or damage. You must confirm any loss or damage of your luggage within 24 hours after the end of your journey by calling 08717 818178 (0044 8717 818178 from overseas). Please select option 5, followed by option 1 (open 24/7 and calls cost 10p per minute plus network extras).  You can also write to the Lost Property Department at National Express Limited, PO Box 9854, Birmingham, B16 8XN. If you do not notify us as required of any loss or damage to your luggage then we will not be liable for that loss or damage.

7.11 Our liability for loss or damage to Luggage:

We will take reasonable care of your luggage, and we will only be liable for any loss of or damage to your luggage caused by our negligence. Our maximum liability to you for any loss of or damage to your luggage, whether for breach of contract, breach of any duty of care in relation to the luggage, our negligence, or any deliberate or negligent acts of any of our employees, agents or representatives, shall be limited to £500 for all such loss or damage. You should insure your luggage, especially if you are carrying valuable items, with reputable insurers against all usual and normal risks of loss or damage, to the full replacement value of the luggage, with no excess.

Wheelchairs

We will accept lightweight manual wheelchairs for travel, subject to them being capable of being stowed in the luggage hold of the coach. We regret that we are unable to accept manual wheelchairs that are more than 20kgs in weight. Mobility scooters can also be stowed, but please check with our Disabled Persons' Travel Helpline before travelling.

We now have a growing number of fully accessible coaches. Pre-booking is required to ensure that the wheelchair type is capable of being fully and safely secured on the coach.

For further information, please telephone our Disabled Persons' Travel Helpline on 08717 818179.  Calls cost 10p per minute plus network extras.

Animals and livestock

We accept assistance dogs on all of our services but we regret that no other animals can be carried.

Please note: all travel is subject to the National Express General Conditions of Carriage.

Permitted luggage on Eurolines services

You are allowed to take onto a service one or two medium sized suitcases or rucksacks (of no more than (h)70 x (w)30 x (d)45 cm in size and 30kg in weight), and one small piece of hand luggage. The permitted luggage varies for different services, and you should refer to the published timetable for a service or our other publications for details of the permitted luggage for a service. For this purpose, hand luggage means something that is capable of fitting in an overhead luggage rack or under seats.

Eurolines will not be obliged to carry luggage in excess of this allowance. If we agree to carry any particular luggage on any journey this does not mean that we have agreed to carry that luggage on any subsequent journey you make.

Fragile items such as electrical goods, portable televisions, and radio will only be carried if they are of reasonable size and securely fastened.

Please note: all travel on Eurolines services is subject to the Eurolines (U.K.) limited General Conditions of Carriage. We will carry your luggage on and subject to these General Conditions of Carriage and any applicable Special Conditions.

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