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Serving our disabled customers

Travel in style and comfort with National Express

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 will have a virtually fully wheelchair-accessible fleet of coaches by the end of 2012, some eight 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.


Click here to view our full Code of Practice.


Arranging assistance and buying a ticket

Our Assisted Travel Helpline is available by calling 08717 818179 and is open every day from 8 in the morning until 8 at night, 7 days a week (calls charged at 13p per minute plus network extras). 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 13p per minute plus network extras).


Coach Station and Stop facilities

Click here to see 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



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