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Coronavirus (COVID-19) information
Our Customer Service team is experiencing very high contact volumes and are working hard to respond to our customers as soon as they can. We are sorry for any inconvenience this may cause and thank you for your patience and understanding at this time.
For information on how to change your travel plans or get a refund, please visit our dedicated Coronavirus FAQ webpage.
Coachcards
If your Coachcard was valid on 1 March 2020, or if you purchased a Coachcard in March 2020, we have automatically added a 6 month extension to your expiry date.
For example, if your Coachcard was due to expire on 1 November 2020 your new expiry date will be 1 May 2021. Please enter your new extended date into the expiry date field when booking a journey.
No further action is required. Coachcards will not be reissued with revised dates, simply book and travel with your current card.
Get in touch with us
We'd love to hear from you no matter how you choose to do it. So please search our FAQs, email us, or get in contact on social media and we'll be sure to take your feedback on board.
FAQs
There's a good chance your question has already been answered.
You'll find information on
- Amendments
- Refunds
- Flight delays
- Ticket information
Send us a message
If you can’t find an answer in our customer FAQs, the fastest way to get a response is to message us on Twitter or Facebook. However, we understand that not everyone uses social media, so if you want to send us a message please choose the most relevant category for your enquiry using the drop down below.
Travel and ticketing
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 Manage My Booking. We’ve increased the flexibility for all journeys on our before the 31 October 2020. Find out more on our flexible travel page.
If you still need help, fill in our travel and ticketing form to get in touch.
Assisted travel
Our aim is to create an accessible service which 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 reserve 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. Wherever possible, if you require assistance please get in touch at least 36 hours before you intend to travel with us.
Calls us
03717 81 81 81
(lines are open 7 days a week, 9am - 5pm)
Email us
addl@nationalexpress.com
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.
On the day travel information
For the latest information on services, including disruptions and delays, please visit our live service updates page.
You can also track the status of your coach using our Coach Tracker tool. For help and more information on how to use Coach Tracker visit our coach tracker help page.
If you still need to get in touch with us, you can 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.
Multirides & Season tickets
If you’re an existing multiride or season ticket holder and you’ve been impacted by the temporary suspension of our services, please visit our coronavirus FAQ page for more information on extending the validity of your pass or to claim a pro-rata refund.
- Season tickets - A National Express Season Ticket gives you a reserved seat on your daily commute. It's a great way to save some money when you make the same journey more than three or four times a week. Simply choose the two locations you travel between most, purchase a Season ticket, choose from 1 month to 1 year validity, and get unlimited travel in both directions.
- Multiride tickets - A National Express Multiride Ticket offers 10 single journeys cheaper than buying them individually, between your two locations, and is valid for 3 months.
For more information on both multiride and season tickets, please visit our tickets page.
Careers
1 in 9 people in the UK used a National Express service in 2018 – and we’re proud to have the most professional drivers, the safest vehicles, and the best customer service in the business.
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.
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.
Feedback
We’d love to hear from you.
- Compliment us - 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.
- Make a complaint - 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.
What are your current response times?
Due to high contact volumes, our Social Media team on Twitter and Facebook aim to reply to messages and tweets within 4 hours between 8am-10pm, 7 days a week.
For email enquiries, we typically respond within 3 working days. However, responses to complaints and feedback emails may take up to 10 working days.
Due to a high volume of requests, please allow 30 days for a refund request to be processed.
Still need help? Call our team
For new bookings, timetable information and general enquiries call our Customer Contact Centre on:
Lines are open 7 days a week, 9am - 5pm.
Phone bookings incur a £2.50 booking fee.
Calls to this number cost 13p per minute plus your telephone company's access charge.
For advice when travelling, to make amendments to your journey, to make a complaint or provide feedback, and to book any travel assistance:
Lines are open 7 days a week, 9am - 5pm.
Calls to this number are charged at local rate.
Complaints
If, after contacting us, you don’t feel your complaint is resolved, you can:
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.
Tweet our team
Have a question? Tweet the team @nxcare for help & advice - we'll be here from 9am to 5pm Monday to Friday.
Visit our Twitter pageLike us on Facebook
Prefer using Facebook? No problem. Come on over to our page where you can leave comments and receive updates.
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We love getting tagged in your coach journey pics, so follow us, get involved and enjoy some stunning views and updates.
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