Please note the mobility lounge in London Victoria Coach Station is currently closed until further notice.
Our aim is to create an accessible service which is inclusive of all our customers and their needs.
We consistently receive feedback and use this to review our processes and practices so we can continue to improve these services for all.
On this page, you can discover all you need to know about accessibility and inclusion for customers at National Express and how we can make your journey better.
With over 21 million customer journeys every year, we are committed to continually improving the service we provide. We will always listen to customer feedback to make sure we get things right. We monitor the processes we have and amend them as necessary to maintain high levels of service for our disabled customers.
We are committed to ensuring that all customers are treated with respect by all our staff. Our staff are trained to deliver great customer service which includes a commitment to equality. We also provide disability awareness training for our staff who deal directly with the travelling public or issues relating to the travelling public.
Our aim is to deliver an outstanding service to every customer, every time and to ensure everyone can make use of our services, as long as it is safe to do so.
We also give advice and guidance to our station staff and drivers on how they can best serve our disabled customers.
We have created a selection of journey assistance cards to help passengers explain to our staff and drivers that they may need assistance, are unable to wear a mask, or may have a high temperature due to medical reasons excluding Covid-19.
We welcome and appreciate feedback about our services and will always listen to feedback regarding accessibility and inclusion. As a result, we're making improvements these include some clearer guidelines which can be found below.
We are also reviewing our other communications and reminding all our drivers, coach station staff and ticket office staff of our policy. We look forward to welcoming on board as many wheelchair users as we are able to, in accordance with our policy.
If you are a wheelchair user and are booking travel with us in advance or at the time of travel, we need to carry out certain checks to ensure we can provide travel. These include:
You are not required to book in advance, however we recommend that you contact us on the following local rate telephone number: 03717 81 81 81 (lines open 9am - 5pm 7 days a week) 36 hours in advance of travel to give us time to carry out these checks, if you wish to book travel on the day we will make all reasonable efforts to carry out these checks on the day. If all checks are clear, we will be able to complete the booking.
To download or view a full list of facilities, including accessibility features available at our coach and bus stations, please see our Facilities Directory. Alternatively please contact our Assisted Travel Team. We also have some of our sites listed on AccessAble, which includes more details of the accessibility of our sites.
This list details our most popular stops where the wheelchair lift can be deployed and is not inclusive of all stops National Express serve. If a stop you need isn’t listed please contact our assisted travel team on 03717 818181 (option 3) (lines open 9am - 5pm 7 days a week) or email email@example.com and we will check for you.
This list details is our most popular accessible stops and is not inclusive of all stops National Express serve. If you cannot see a stop that is local to you please call us on 03717 818181 (option 3) (lines open 9am - 5pm 7 days a week) and we will check for you.
National Express recognises the importance of making its web services available to the largest possible audience and has attempted to design and develop this website to be accessible by all users. We have recently completed an accessibility review of our website and have identified areas which need development.
To book coach travel online, please use the Journey Planner on our homepage for our most up to date booking experience. We are working to make our website accessible for all of our customers and welcome feedback on how we can improve.
Where possible this website has been coded to comply with the World Wide Web Consortium (W3C) Web Accessibility Guidelines Priority Levels 1, 2 and 3 (Conformance Level "AAA").
National Express will continue to test future releases of this site and remain committed to maintaining its compliance with appropriate accessibility guidelines and serving the widest possible audience for our services.
For questions about our continuing efforts to make web-based information accessible to all users, or to report an accessibility problem on any of our pages, please contact us.
We are now taking part in the Sunflower Lanyard Scheme.
Living with a Hidden Disabilities can make daily life more demanding for many people, but it can be difficult for others to recognise, acknowledge or understand the challenges faced. The Hidden Disabilities Sunflower suggests happiness, positivity and strength and intends to allow everyone with Hidden Disabilities to choose to be subtly visible when they need to be.
For anyone who would like a lanyard please contact our assisted travel team on 03717 81 81 81 (lines open 9am - 5pm 7 days a week), or email firstname.lastname@example.org. Further information on the Sunflower Lanyard Scheme can be found here.
This code applies to all disabled customers and those with reduced mobility. We recognise that disabilities and/or conditions are not always visible. If you have any reasonable adjustments or accessibility requirements please let us know and we will always aim to help wherever we can.
Our Assisted Travel Team
Our dedicated Assisted Travel Team offers travel support by providing journey and booking information and, subject to availability, they can reserve you a front seat and/or the dedicated wheelchair space. They can also agree the level of assistance that may be required at each stage of your journey and advise you on what kind of assistance can be provided. They can also support with reasonable adjustments and other accessibility requirements.
To discuss any adjustments or accessibility requirements you may have, you can contact our Assisted Travel Team by calling 03717 81 81 81, (lines are open 7 days a week 9am - 5pm) or via email: email@example.com. Further contact details are provided at the end of this Code of Practice. When getting in touch, simply explain your requirements and once our advisor has assessed the details, they will give you all the information you will need for your journey.
Please make sure you give us as much information as possible before you travel as this will help us deliver the right service on the day.
When booking your assistance we recommend you let us know what you require by contacting our Assisted Travel Team at least 36 hours before you intend to travel with us (wherever possible). We can then discuss any assistance needs you have. The more information you can provide and the further in advance we can discuss it with you, the better prepared we will be to meet your needs when you travel with us. However, if you wish to book travel on the day or less than 36 hours in advance we will make all reasonable efforts to meet your needs for when you travel with us.
Access to our coaches
Wheelchair access to our coaches is via a lift located at the front of the coach. Our wheelchair accessible coaches have an extra-large entrance and a flat floor throughout the coach to aid mobility.
We regularly invest in new coaches and all of our fleet now has a wheelchair lift at the front entrance.
Standing on the wheelchair lift
We are not able to permit customers or colleagues to stand on the lift whilst the lift is in use. To make boarding easier if you are unable to use the steps, we have invested in manual wheelchairs for all our coaches. Stored in the luggage hold of the coach the wheelchair will be used to seat you on the lift and provide step-free access onto the coach. Please visit the below section on Travelling in a National Express Wheelchair and transferring to a seat.
Wheelchair users travelling in a coach seat
For passengers who can and/or would prefer to transfer from their wheelchair to a coach seat, we can transport lightweight wheelchairs safely stowed in the luggage hold of the coach. A wheelchair is capable of being safely stowed in the luggage hold when the wheelchair:
(i) is capable of being folded and unfolded;
(ii) if it can’t be folded, can be dismantled and reassembled by the passenger or their carer/companion;
(iii) if it has a battery the battery is a dry fuel cell or gel fuel cell or lithium battery;
(iv) has no assistance or auxiliary aids which would make it unsafe for stowage; and
(v) weighs no more than 20kg.
We also need to check that the stops at which you wish to board and alight the coach are wheelchair accessible so that the coach lift can be deployed.
We therefore recommend that a passenger wishing to transfer from their wheelchair to a coach seat books with us at least 36 hours in advance of travel, by contacting our Assisted Travel team. This will allow us to check that your wheelchair (and ancillary equipment if applicable) is safe for stowage in the luggage hold and that the stops you wish to use are wheelchair accessible stops at which the coach lift can be deployed.
However, if you wish to book travel on the day or less than 36 hours in advance we will make all reasonable efforts to complete these required steps on the day or within the time period provided.
Wheelchair users travelling in their wheelchairs in the designated wheelchair space
The wheelchair space on our coaches is fitted with a seat which can be quickly and easily removed. We recognise that some wheelchair users can, must, or prefer to, travel in a coach seat rather than in their wheelchair. Having a seat in the space means disabled passengers and other passengers can use this seat when the space is not required by wheelchair users travelling in their wheelchair.
For those passengers seeking to travel in their wheelchair, we need to carry out the checks listed in our Wheelchair User Guidelines (available from our Assisted Travel Team or here) to ensure that we are able to provide travel (the “Requirements”). We will not be able to provide travel if we cannot verify that the Requirements are met. We therefore recommend that a passenger wishing to travel in their wheelchair makes a booking at least 36 hours in advance of when they wish to travel by contacting our Assisted Travel Team to give us time to carry out the necessary checks. However, if you wish to book travel on the day or less than 36 hours in advance we will make reasonable efforts to complete these required steps on the day or within the time period provided.
When notifying us, we ask that you give us details of the size, make and model of the wheelchair you will be travelling in and any modifications you might have made to the wheelchair so we can make the necessary checks. These checks relate specifically to whether the wheelchair can be safely secured in the wheelchair space on our coaches.
If we have previously confirmed the compatibility of a particular wheelchair, this information will be stored on our database, so we should be able to confirm compatibility at the point you call our Assisted Travel Team, or very soon thereafter.
Travelling in a National Express Wheelchair and transferring to a seat
All of our coaches have wheelchairs which are stowed in the luggage hold and are available for passengers to use to board the coach and transfer to a seat using the passenger lift. To board in this way, we will be required to make the checks outlined below prior to your journey
(i) that the stops you wish you board and alight are stops where the passenger lift can be safely deployed.
(ii) that there is space on the coach.
We therefore recommend that a passenger wishing to board the coach using a National Express makes a booking at least 36 hours in advance of travel, by contacting our Assisted Travel Team, however customers can turn up and travel without pre-booking.
Limitations on Travel
While our coaches are wheelchair accessible, the toilets on our coaches are not. Should you have any requirements in this respect, please advise our Assisted Travel Team when discussing your journey. If you need to use the toilet during your journey, ask the driver to make a stop at the next available/appropriate station.
While passengers cannot travel in their mobility scooters, we do accept small lightweight mobility scooters that can be safely stowed in the luggage hold of the coach. A mobility scooter is capable of being safely stowed in the luggage hold where:
(i) the mobility scooter is capable of being folded and unfolded;
(ii) the mobility scooter can be dismantled and reassembled by the passenger or their carer/companion (if it can’t be folded);
(iii) the battery is a dry fuel cell or gel fuel cell or lithium battery;
(iv) the mobility scooter has no assistance or auxiliary aids which would make it unsafe for stowage; and
(v) the heaviest part of the mobility scooter weighs no more than 20kg.
We therefore recommend that a passenger wishing to stow a mobility scooter in the luggage hold makes a booking at least 36 hours in advance of travel, by contacting our Assisted Travel Team. This will allow us to check that your mobility scooter (and ancillary equipment if applicable) is safe for stowage in the luggage hold. However, if you wish to book travel on the day or less than 36 hours in advance we will make all reasonable efforts to complete these required steps on the day or within the time period provided.
In order to carry out the above checks, we will need you to give us details of the size, make and model of the mobility scooter you will be travelling with.
We will advise you either at the time of booking or by calling you back, about the suitability of your mobility scooter for carriage in the luggage hold of our coaches. If we have previously confirmed the compatibility of a particular mobility scooter, this information will be stored on our database, so we should be able to confirm compatibility at the point you call our Assisted Travel Team, or very soon thereafter.
We welcome highly trained assistance dogs on our coaches. We do recommend that customers pre-book as this will help us ensure that you and your assistance dog get a seat and that your assistance dog has enough space to lie down for the duration of the journey.
You will be asked to provide evidence that your assistance dog is highly trained, such as a certificate, correspondence from the training organisation, ID book, owner training logs or an email from the owner confirming what training has taken place. This is not an exhaustive list, customers can contact us to discuss, please contact our Assisted Travel Team on 03717 81 81 81, lines open 7 days a week, 9am - 5pm or via email: firstname.lastname@example.org.
We request that assistance dogs wear a safety harness when on board the Coach which shall be attached to the seatbelt of a spare seat. The safety harness is something that you, the Customer will be required to provide.
For an annual fee, our Disabled Coachcard gives you 1/3 off your travel, all year round. You can purchase a coachcard via our Disabled Coachcard page
You can also buy over the phone by calling our booking line on 03717 818 181, or at our coach stations and travel agents across the UK. Please click here to find your nearest booking agent.
To use your Disabled Coachcard you’ll just need to provide your card number when you book your ticket and ensure that you have it with you whenever you travel (as it is a discounted ticket).
The Disabled Coachcard offers discounts all year round – you can use it any time, every day, with no peak or off-peak restrictions.
Leaflets are also available at all our coach stations. Alternatively, contact our Assisted Travel Team for more information.
Our Assisted Travel Team is based in our Customer Service Centre in central Birmingham. The team can be contacted by phone, text talk services and email, and are/will:
When meeting our commitments to disabled customers, we take into account relevant UK legislation including (without limitation) the Equality Act 2010.
We also take into account all relevant parts of EU legislation including Regulation (EU) No. 181/2011 concerning the rights of passengers in bus and coach transport. A full version of the legislation is available here. For more information, visit our website.
We really do welcome feedback and comments from all our customers, which helps us to understand how we can improve our service to you.
If you want to contact our Assisted Travel Team, need any further information before you book your coach journey, or just wish to confirm any of the points raised in this leaflet, please contact us by any of the methods detailed below:
By calling our team on 03717 81 81 81, lines open 7 days a week, 9am - 5pm.
Via email: email@example.com
The Assisted Travel Team
National Express House
All tickets are issued and passengers carried subject to the National Express General Conditions of Carriage.
Issued by: National Express Ltd, National Express House, Birmingham Coach Station, Mill Lane, Birmingham B5 6DD.
Company registration number: 2590560
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