Frequently asked questions
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Discover the ways we can help you
Getting in touch with us
Before you try to contact us, why not see if you can solve any issues yourself by looking at our FAQs? It’s the quickest way to find any answers you may need, covering everything from tickets, to travel information and more.
If you can't find an answer, however, you can also email us, or get in contact on social media and we'll be sure to get back to you.
Do you need an amendment or refund?
Please select your ticket type below for information on amendments and refunds. Your ticket type can be found on your confirmation email and ticket.
Please note: you cannot change the departure or arrival location on your ticket.
Fully Flexible tickets
Amendments
The quickest and easiest way to amend your ticket is by using My Account.
Refunds
You can refund your ticket in My Account. For more information on this ticket type visit our Tickets page. Conditions may apply.
Standard tickets
Amendments
The quickest and easiest way to amend your ticket is by using My Account.
Refunds
This ticket type is non-refundable. For more information on this ticket type visit our Tickets page. Conditions may apply.
Please note: our Customer Contact Centre cannot issue refunds on Standard tickets.
Restricted tickets
Amendments
This ticket type cannot be amended.
Refunds
This ticket type is non-refundable. For more information on this ticket type visit our Tickets page. Conditions may apply.
Please note: our Customer Contact Centre cannot issue refunds on Restricted tickets.
Change & Go add-on
Amendments
If you added Change & Go to your booking you can amend your journey via My Account.
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. In this case you can cancel your ticket and request a refund via My Account.
Conditions may apply, for more information on this add-on type visit our Change & Go page.
Find answers to commonly received questions in our top FAQs
This will depend on your fare type. You can read more about our ticket types and the flexibility of your ticket on our Refunds & Amendments page.
If you have not received your email confirmation, please check your spam or junk email folders. Your ticket will be delivered from tickets@nationalexpress.com or sales@nationalexpress.com.
If you still can't find your ticket, you can view and print your ticket in My Account.
If you don't already have an account you can create one using the same email address you used to book your tickets and then link your ticket to your account by entering your ticket number.
You can visit timetables.nationalexpress.com to view and download any timetables you need.
Single tickets
If you miss your coach, your ticket will no longer be valid and a new ticket must be purchased.
Return tickets
If you missed the outward journey you may still use the return portion of the ticket.
Please note: ticket amendments (if your fare type allows) can be completed before the current departure time. Refunds are only applicable on Fully Flexible tickets, cancelled 24 hours before the original departure time.
You can track your coach in real-time by using Coach Tracker, for help using this please visit our Track Your Coach page.
Each customer is allowed a free allowance of:
- 1x large case* - (75cms x 50cms x 32cms) max weight 20kgs, this will be stored in the coach's hold.
- 1x piece of soft hand luggage - (45cm x 35cm x 20cm) Max weight 10kgs.
Need extra luggage? Find out more about our excess luggage charges and other useful information via our luggage policy page.
*Can also accept 2 medium cases (70cms x 45cms x 30cms). Max weight 20kg each.
We work hard to run a punctual service with timetables that factor in the time of day and a 24 hour network control centre managing coaches when they are out on the road. If a delay is due to circumstances out of our control, eg. traffic congestion, we would not issue a refund/offer compensation.
If a delay has been caused by a service cancellation, driver sickness or any other reason we are directly responsible for, please provide us feedback on the incident here and our customer relations team will thoroughly investigate and contact you with a resolution.
To be a valued customer
As a National Express customer, you immediately become our number one priority. From ensuring our customer service staff are there when you need them, to providing safety tech on board our coaches that's second to none, you're always in the best of care with us.
Have the best onboard experience
Experience travel how it's meant to be and climb aboard a modern fleet of plush and stylish National Express coaches. You can enjoy free Wi-Fi, a generous luggage allowance, charging points and more, all from the comfort of your guaranteed seat.
Premium extras for your journey
You can customise your journey for added comfort. At the Add Extras page when booking or with My Account, you can reserve your desired spot on the coach, add extra luggage, purchase insurance and more.
Online tools for added convenience
It's not just on board where you can enjoy great service. With our online tools, you can simplify your journey at the click of a button. Route Map allows you to plan your journey from location points across the UK to find the right service. Meanwhile, our Coach Tracker is ideal for those looking to see where their coach is in real time!
Tickets purchased through the Ryanair website (Ryanair.com) may take up to 2 hours to be delivered via email.
If more than 2 hours have passed since you made your booking on Ryanair.com and you have still not received your National Express ticket for travel, please check your junk/spam folder for tickets from tickets@nationalexpress.com or sales@nationalexpress.com.
If you have still not received an email please fill in this Pre Travel Enquiry Form and a team member will be in touch.
To read our Customer and Passenger privacy notice and to contact the data protection officer about data protection questions, concerns or to discuss your Rights to your data, please visit our customer and passenger privacy notice
On the day travel information
For the latest information on services, including disruptions and delays, please visit our live service updates page. Alternatively, search our extensive FAQs to see if we have an existing answer to your question.
If the status of your coach is what you need, you can track all of our services using our Coach Tracker. For help and more information on how to use Coach Tracker visit our Coach Tracker help page.
Assisted travel
Our aim is to create an accessible service that is inclusive of all our customers and their needs. Our dedicated Assisted Travel Team offers travel support by providing journey and booking information and, subject to availability, they can support with booking reasonable adjustments and access requirements such as reserving you a front seat and/or the dedicated wheelchair space.
To discuss any adjustments or accessibility requirements you may have, you can contact our Assisted Travel Team by telephone or email. You are not required to book in advance, however wherever possible, if you require assistance please get in touch at least 36 hours before you intend to travel with us.
To book any assistance, please complete the travel assistance form.
For anything else, or if you are unable to complete the form, but still need to book travel assistance and accessibility requirements we have a dedicated team to support our customers. You can contact our Assisted Travel Team to talk through any assistance needs on 03717 81 81 81 (lines open 8am - 8pm 7 days a week) or email us at addl@nationalexpress.com.
Careers
Visit our dedicated careers website to find out about our latest opportunities and plenty of other information on the benefits and rewards we offer at our UK locations.
Join us on the journey and apply now.
Complaints & Feedback
We’d love to hear from you.
If things haven’t gone right and you’d like to make a complaint, please send us a message with the details explaining what went wrong. We take all complaints seriously and use them to help improve our services in the future.
Compliments and praise
We’d love to hear from you.
If we’ve exceeded your expectations, please send us a message explaining why you are so pleased with us. We will make sure that all of the staff involved are informed of your praise.
Lost Property
Our central lost property database helps us to track and relocate any belongings you may have lost or left behind.
As our lost property tracking system requires a lot of upkeep, in addition to the cost of reuniting your items, we charge customers a small fee when items are reclaimed.
If you have lost or left an item behind, contact our Lost Property Team by filling in our lost property form.
Pre-travel enquiries
Before getting in touch, make sure to check out our customer FAQs first. Your query may have already been answered!
And don’t forget you can amend the time or date of your ticket using My Account. You can also find more about ticket options on our ticketing page. Extra information about the service and network changes can be found on the Latest service update.
If you still need help, fill in our Pre Travel enquiries form.
Press updates
National Express operates a 24/7 media relations service every day of the year with an on call service operating for urgent media enquiries out of office hours. We have business-specific media relations contacts in each division of the National Express Group.
Please note if you are a National Express coach customer seeking help or information about your ticket or our services, please send us a message via Twitter or Facebook, email us using our travel and ticketing form, or if urgent, give us a call using the number below.
Visit us on X
We're here from 8am to 8pm Monday to Sunday to answer your questions on X (formerly Twitter).
Visit us on Facebook
We're here from 8am to 8pm Monday to Sunday to answer your questions on Facebook.
Visit us on Instagram
We're here from 8am to 8pm, Monday to Sunday, to answer your questions on Instagram.
If you need to cancel or amend your booking, the quickest and easiest way to do this is through My Account.
If you are not registered for My Account, you can still sign up and change your existing tickets. Any standard fare type ticket amendments requested through the contact centre will be charged at £6.
Please note Restricted fares are not amendable or refundable, online or via the contact centre.
If you are travelling within the next 48 hours you can call our customer contact centre on:
03717 81 81 81
Lines open 7 days a week, 8am - 6pm
(Calls to this number are charged at the local rate. Outside of these hours, if you are in transit with us and require emergency assistance please call us and stay on the line.)
The fastest and cheapest way to book is via our website. However if you need assistance….
If you have not yet purchased a ticket with us and need assistance please call:
08717 81 81 81
Lines open 7 days a week, 10am - 6pm
Phone bookings incur a £3 booking fee.
(Calls to this number cost 13p per minute plus your telephone company’s access charge.)
Contact Bus Users UK to see if they can review your complaint.
Use the ODR platform to submit your complaint – the ODR platform is a European tool for online dispute resolution, which (if agreed to by the parties) will aim to assist with the resolution of disputes between a customer and a business where a customer has purchased a good or service from the business online or electronically.
