Change & Go

When booking directly through our website, or purchasing Change & Go through My Account, it is available to purchase on standard and fully flexible tickets for all routes, except for either third-party operated services or festival and events services.

If you are booking through our Travel Shops, or adding Change & Go through the contact centre post booking your ticket, Change & Go will only be available to purchase on standard or fully flexible tickets departing from the following locations:

Main Stations

• Birmingham Coach Station
• Bournemouth Coach Station
• Bristol Bus Station
• Cardiff Coach Station
• Leeds Coach Station
• Leicester St Margarets Bus Station
• Liverpool One Bus Station
• London Victoria Coach Station
• Manchester Coach Station
• Milton Keynes Coachway
• Newcastle Upon Tyne Coach Station
• Nottingham Bus Station
• Plymouth Coach Station
• Southampton Coach Station

Airport Stations

• Gatwick Airport
• Heathrow Airport
• Luton Airport
• Stansted Airport

• £5 per adult and £2.50 per child, each way, when purchasing at the same time as your journey booking online and through Travel Shops
• £6 per adult and £3 per child, each way, when purchasing after your journey has been booked, and purchasing through Travel Shops only
• Infants no charge

Change & Go is available to buy through the National Express website at the time of purchase.

It can also be added as an extra on My Account up to 24 hours before the original departure time, or purchased through National Express Travel Shops.

You can redeem Change & Go through My Account.
We have put some easy to follow steps in our FAQ section, 'How do I redeem "Change & Go" online?'

You can also redeem Change & Go at any Travel Shop desk with available facilities, before beginning your next journey.

You can transfer your seat reservation across to your new departure, if your seat reservation is available.

If your seat reservation is unavailable on your new departure, normal terms and conditions apply and the seat reservation is non-refundable.

It is not permitted to change from an indirect to a direct service when amending a journey with Change & Go.

You can contact our Customer Services team to make a complaint by filling out the dedicated form on our Contact Us page.

Refunds – The Change & Go Charge is non-refundable unless: You have purchased a Fully Flexible ticket and it is 24 hours before your original departure time.

These terms and conditions apply to your purchase of our ‘Change & Go’ product (“Change & Go”)” and are in addition to our General Conditions of Carriage.

• These terms and conditions apply to your purchase and use of our ‘Change & Go’ product (“Change & Go”) and are in addition to the Conditions, which shall apply to all Tickets purchased and your use of the Services.
• Change & Go is an optional product, which you can purchase in addition to a ‘Standard’ or ‘Fully Flexible’ Ticket, and which entitles you, subject to availability, to amend your departure time on the same Service departing from certain Stations up to 12 hours prior to or 12 hours after the scheduled departure time of your original booking.
• Change & Go is subject to availability and is available on our ‘Standard’ and ‘Fully Flexible’ Tickets.
• You may purchase Change & Go as an “Add Extra” at the time of making your booking or up to 24 hours prior to departure of your booking using the ‘My Account’ section of our website, or in person from one of our Stations listed below:
  • Birmingham Coach Station
  • Bournemouth Coach Station
  • Bristol Bus Station
  • Cardiff Coach Station
  • Gatwick Airport
  • Leeds Coach Station
  • Leicester St Margaret’s Bus Station
  • London Victoria Coach Station
  • Luton Airport
  • Manchester Coach Station
  • Milton Keynes Coachway
  • Nottingham Bus Station
  • Plymouth Coach Station
  • Southampton Coach Station
  • Stansted Airport
• The fees for Change & Go are set out in the table below. Please note that, if you are booking a return Ticket and would like the flexibility in both directions, then you will need to purchase Change & Go on both the outward journey and the return journey:

• If you purchase Change & Go you:
  • are entitled to make one amendment to the departure time of your journey for the Service(s) for which you have purchased Change & Go; and
  • are not entitled to amend for a direct Service, where your original Ticket was for an indirect Service.
• No discounts apply to the Change & Go fees, unless otherwise stated.
• If you purchase Change & Go and wish to amend the departure time of outward and/or return journey, please contact us using the details set out below:

• If you are unable to contact our Customer Contact Centre or Travel Shop, you may request the driver at the departure Station to allow you to redeem your change & go add-on, however, it is at our driver’s complete discretion, and dependant on seat availability whether you will be able to travel on the alternative Service.
• Refunds – The Change & Go fees are non-refundable unless:
  • you have bought a ‘Fully Flexible’ Ticket and cancel your booking more than 24 hours prior to your scheduled departure time;
  • we have cancelled your journey; or
  • we have amended your departure time and you no longer wish to travel.
• If your seat reservation is unavailable on your new departure, normal terms and conditions apply and the seat reservation is non-refundable.
• Change & Go cannot be re-purchased on a Ticket for which have already amended the departure time using your Change & Go redeemed.
• All Tickets are issued subject to our Conditions.
• These terms and conditions are in addition our Conditions and may be amended at any time.