On this page, you will find detailed information on all aspects of our luggage policy.
For a quick guide to the key points of our luggage policy (including fast facts on how much luggage you can take onboard, tips for travel and how to obtain extra luggage space), browse our handy luggage policy overview.
Please note: all travel on National Express services is subject to the National Express General Conditions of Carriage.
We will carry your luggage on and subject to these General Conditions of Carriage (and any Special Conditions that apply):
Drivers will load your luggage on or off coaches, and may request the customer’s assistance to load items of luggage over 20kg.
We are not obliged to carry any of the following items, and you may not bring them onto a coach without our permission:
(b) If you take prohibited luggage on board: You will be advised and we will remove it immediately and leave it outside the coach, wherever that may be situated. If you are unsure whether we will carry an item, you should obtain written confirmation before purchasing your ticket(s). We are not liable for the loss/damage of any prohibited items on the coach under any circumstances or for any reason whatsoever.
7.3 - Packing and identification of luggage
Your luggage must be packed, fastened and locked safely and securely, with a view to protecting it from loss, damage or interference, and also to protect other customer’s property from being damaged by your luggage.
All luggage given to us should be labelled clearly and appropriately, and include a contact telephone number where possible. We are not obliged to carry luggage which has not been properly packed/labelled. We reserve the right to involve police if we feel there are any security/safety issues.
7.4 - Inspection of luggage
We shall be entitled to inspect your entire luggage for the purpose of ensuring compliance with the requirements in point 7.3. We shall not be obliged to carry you or your luggage on board, 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/taken off a coach, or checked in at any station where check-in arrangements apply.
Except for luggage in the hold of the coach, you must look after your luggage (and your hand luggage when on a coach) at all times, including at any station.
7.7 - Restricted stops
At some stops, for safety reasons, we are unable to load and unload luggage. These 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 stored in the luggage hold but should be taken on board as hand luggage. This refers to: money, medication, jewellery, precious metals, laptops, personal electronic devices, negotiable papers, securities, business documents, passports, visas, tickets and identification documents. These items should be placed in the overhead racks or under your seat, but should not be left unattended by you. Where possible, they should be carried on your person.
7.9.1 – Our liability for lost luggage
If we are notified that you have left behind or lost any luggage on a coach or station, we shall take responsible care of that luggage when it is located.
7.9.2 – Storing your lost luggage
If we find any of your luggage on a coach or 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/return of such luggage.
7.9.3 – Our right to dispose of lost luggage
If lost luggage has not been collected within 1 month of our receiving it, we may dispose of it in any manner we wish including destruction or sale, and we shall be entitled to keep any sale proceeds. We will be entitled to open/examine any left/lost luggage. If there are any items which we consider to be dangerous or perishable, we shall be entitled to dispose of them within 48 hours of receiving them.
7.9.4 – You must hand over lost luggage of other people
If you find another person’s property on any coach or station, you must hand it over to us immediately. If you find property on a coach you should hand it to the driver where possible.
7.10 – Notification of loss or damage
If you lose any luggage during a journey or if your luggage is damaged, you must notify a member of our staff as soon as possible. You must confirm any loss/damage of your luggage within 24 hours after the end of your journey by calling: 03717 81 81 81. You can also write to the Lost Property Department at National Express Ltd, PO Box 9854, Birmingham, B16 8XN. If you do not notify us as required of any loss/damage to your luggage, then we will not be liable for that loss/damage.
7.11 - Our liability for loss or damage to luggage
We will take reasonable care of your luggage. We will only be liable for any luggage loss/damage caused by our negligence. Our maximum liability for any loss of/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/negligent acts of our employees, agents or representatives, is limited to £500.
You should insure your luggage with reputable insurers against all usual and normal risks of loss/damage, to the full replacement value of the luggage, with no excess.
We accept lightweight manual wheelchairs for travel, subject to them being capable of being stowed in the coach's luggage hold. We regret that we are unable to accept manual wheelchairs that weigh more than 20kg.
Mobility scooters can also be stowed, but please check with our Disabled Persons' Travel Helpline on: 08717 71 71 79 before travelling. Calls cost 10p per minute (plus network charges).
We 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.
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.
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