We want to ensure that we offer a consistently high standard of service to our customers and that as many people as possible are able to make use of our services.

A commitment to the continuous improvement of our service delivery has led to the introduction of our Code of Practice and a Disabled Persons' Travel Helpline

Concessionary fares

The concessionary fare applies to all passengers who qualify as disabled, as described by the legislation in the Transport Act 2000. The scheme applies equally to both UK residents and overseas visitors.

The concessionary fare is available on National Express services to destinations within England and Wales, and to Edinburgh or Glasgow from destinations in England and Wales. Concessionary travel is also available on Butlins and summer seasonal express coach services and on Eurolines services 920 and 921 for travel to destinations within mainland Britain.

The discount is calculated as follows:
If you travel on a day that we call an economy day (that is any day except: Fridays, all Saturdays in July and August and peak travel periods around Easter and Christmas) and book your travel at least one day in advance, you will receive a 50% discount off the Adult Single, Day Return or Economy Return fare.

If you travel on an economy day but buy your tickets on the day of travel, you will receive a 50% discount off our standard fares (that is the fare charged on Fridays, all Saturdays in July and August and peak travel periods around Easter and Christmas).

If you travel on a day that we call a standard day (that is all Fridays, all Saturdays in July and August and peak travel periods around Easter and Christmas) and book your travel either in advance or on the day of travel, you will pay the Discount Coachcard fare. (You will not need a Coachcard).

On occasion, disabled passengers may be asked to produce a local authority concessionary travel pass or other identification. Passengers should be prepared to produce this proof of eligibility at any point during their journey if requested.

Disabled passengers should always be offered a concessionary fare. If you are not offered this discount please alert the sales person of your eligibility.

Wheelchair accessibility

Accessible coaches
National Express is introducing a new generation of coaches onto the UK network that feature a wheelchair lift incorporated into the passenger entrance.

The easy access coach features a wider entrance and a completely flat floor throughout the coach to aid mobility for all. A streamlined NX Magic Floor Lift is incorporated into the passenger entrance and when deployed, the wheelchair is locked in place and the customer safely and securely uses the same standard three-point seat belt as other customers. Other features include reclining leather seats, air conditioning and a large toilet.

A programme of routes is currently being planned to roll-out the accessible coach across the network, with the whole network being fully accessible by 2012.

Routes with accessible coaches
The following services are already operating with easy access vehicles. The majority of locations along these routes can be used by the easy access coach and wheelchair users, but please contact our Disabled Persons' Travel Helpline for further information before travelling.

    * 240 Leeds - Sheffield - Coventry - Heathrow Airport - Gatwick Airport
    * 314 Liverpool - Stoke - Birmingham - Coventry - Northampton - Bedford - Cambridge
    * 333 Blackpool - Bolton - Mancs - Stoke - Bristol - Yeovil - W'mouth - Poole - B'mouth
    * 337 Coventry - Leamington - Stratford - Cheltenham - Bristol - Exeter - Torquay - Paignton
    * 341 Burnley - Blackburn - Bolton - Mancs - B'ham - Weston-S-M - Exeter - Torquay (not including night or seasonal services)
    * 390 Hull (Docks) - Leeds - Manchester
    * 403 Bath - Swindon - Chippenham - Heathrow - London (side-entry passenger lift)
    * 538 The Midlands - Manchester Airport - Manchester - Preston - Carlisle - Scotland
    * 560 Barnsley - Sheffield - London (not including night or seasonal services)
    * 562 Hull - Doncaster - London
    * 591 Edinburgh - Newcastle - London (not including night or seasonal services)
    * 737 Oxford - High Wycombe - Luton Airport - Stansted Airport
    * 767 Nottingham - Leicester - Luton Airport - Stansted Airport

To ensure that you can travel at your required time, and to make the most of our dedicated and experienced travel helpline staff, we highly recommend that you make a reservation.

Although it is not currently possible to reserve through the website, our Disabled Persons' Travel Helpline team will be pleased to make sure that your booking is made and that the drivers are fully aware of when you are travelling.

To make a reservation, contact our Disabled Persons Travel Helpline on 08717 818179. A textphone is provided for customers who are deaf or hard of hearing on 0121 455 0086

Code of Practice

  Please click here to see our code of practice

Disability Rights Commission

  Click here for the Disability Rights Commission website

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