Change & Go
The low-cost way to edit your journey
We accept:
Complete flexibility for just £5 each way
For just £5 each way, our Change & Go Add On lets you be completely flexible with which coach you board to and from your desired destination on Standard and Fully Flexible tickets. So there is no need to panic if you miss your scheduled departure or if there are any unexpected delays en route to the station, just hop on to the next available coach. You are able to board any available coach 12 hours before or after your original departure time.
Step 1
Simply add Change & Go when booking to ensure complete flexibility for your journey.
Step 2
Is your flight delayed? Are you running late for your departure? Or have you missed your scheduled departure?
Step 3
Don't worry, relax and hop on to any available departure within 12 hours either side of original departure.
Frequently Asked Questions
What are the benefits of purchasing a Change & Go?
Change & Go allows you to have complete flexibility and offers you peace of mind if you have missed your departure. You can switch to another service within the 24 hour flexibility period (12 hours pre-departure or 12 hours post-departure), note this is subject to availability. Customers are able to make one free amendment to both the outbound and inbound journey, only the time/date can be amended where no fees or excess fares apply.
Is Change & Go available on all routes?
At present, Change & Go is only available on all routes, departing from our main stations on standard and fully flexible tickets, which includes 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
How much is Change & Go?
- £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 a customer’s journey has been booked, redeemable through Travel Shops only.
Where can I add Change & Go?
Change & Go is available via our website whilst you book your ticket, and can also be purchased through National Express Travel Shops.
How can I amend my ticket?
Amendments to tickets can be made through the Contact Centre. Please visit our Contact Us page for ways to get in touch and our opening hours.
You can also amend your ticket at any Travel Shop desk where facilities are available, prior to attempting to board the next available departure.
What if I have reserved a seat on my original departure?
Standard seat reservations cannot be transferred to another service/coach.
Seat reservations are non-refundable and normal terms and conditions apply.
Can I change from an indirect to a direct service when amending my journey?
It is not permitted to change from an indirect to a direct service when amending a journey with Change & Go.
What if I have a complaint or want a refund?
You can contact our Customer Services team to make a complaint by filling out the dedicated form on our Contact Us page.
*Please note Change & Go is non-refundable.
Where can I see the full terms and conditions for Change & Go?
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.
- Change & Go is an optional product that you can purchase in addition to your Ticket. Subject to availability, and subject to these Special Conditions, Change & Go enables you to amend your departure time so you can travel on another like-for-like service which is scheduled to depart:
- up to 12 hours prior to your scheduled departure time; or
- up to 12 hours after your scheduled departure time.
- Change & Go is available on all routes departing from our main stations on Standard and Fully Flexible tickets, which includes the following locations:
- Birmingham Coach Station
- Bournemouth Coach Station
- Bristol Bus Station
- Cardiff Coach Station
- Gatwick Airport
- Heathrow Airport
- Leeds Coach Station
- Leicester St Margaret’s Bus Station
- Liverpool One Bus Station
- London Victoria Coach Station
- Luton Airport
- Manchester Coach Station
- Milton Keynes Coachway
- Newcastle Upon Tyne Coach Station
- Nottingham Bus Station
- Plymouth Coach Station
- Southampton Coach Station
- Stansted Airport
- Purchasing: You may purchase Change & Go prior to departure at charges detailed below:
| Type of Ticket | Change & Go Charge |
| Adult | £5.00 per person for each leg of your journey when purchasing at the same time as booking your journey online. |
| Child | £2.50 per person for each leg of your journey when purchasing at the same time as booking your journey online. |
| Infant | No charge |
- No discounts apply to the Change & Go Charges unless otherwise stated.
- Change & Go is available to buy through the National Express website at the time you purchase your Ticket(s).
- Redemption:
- Once you have purchased Change & Go you are entitled to make one free amendment to the departure time which applies to your Ticket. You may redeem your one free amendment by:
| Channel | How to redeem |
|
Customer contact centre |
By telephone, visit our Contact Us page for details. |
| Coach Stations | In person at any of our Coach Station Travel Shop desks where facilities are available. |
- If you have been unable to contact our Customer Contact Centre or Travel Shop, it is at our driver’s complete discretion whether you will be able to travel on an alternative service.
- When redeeming using Change & Go you cannot change from an indirect service to a direct service.
- Refunds – The Change & Go Charge is non-refundable unless:
- you have bought a Fully Flexible ticket and it is 24 hours before your original departure time;
- we have cancelled your journey; or
- we have amended your departure time and you no longer wish to travel.
- Seat Reservations: If you have made a seat reservation then this will not transfer when redeeming with Change & Go
- Change & Go cannot be re-purchased on a ticket that has already had Change & Go redeemed.
- All Tickets are issued and all passengers are carried subject to our General Conditions of Carriage.
Back to top
Contact Us
Coach Tracker
Buses
