If your journey has been cancelled as a result of the recent severe weather conditions across the UK, please rest assured we will do our best for you. We will offer you a free amendment to another date of travel or a full refund, which will be honoured past the date of travel so you do not need to get in contact with us straight away.
Please note that If your journey has not been cancelled normal terms and conditions will apply.
Our Customer Service Centre is extremely busy at this time with long call wait times in excess of 35 minutes, so unless you are travelling within the next 24 hours and need to speak to us please contact us at a later date. We open 8am -10pm, 7 days a week.
You can also book tickets, make an enquiry or provide feedback on our services on our Website, at a Coach Station Travel Shop or a 3rd Party Agent. Click here for a full list of outlets.
We are working hard to get back to our normal response times and thank you for your patience at this very busy time.
We'd love to hear from you no matter how you choose to do it. So please use our live chat feature, email us, call us or get in contact on social media and we'll be sure to take your feedback on board.
Before you get in touch however, why not check our most common questions below and see if yours has already been answered?
Yes* you can, however this will be subject to availability as services may be full with pre booked customers, so it is always advisable to purchase your ticket in advance.
You can also book by visiting one of our coach stations or Travel Shops, or from your local Post Office branch.
If you would like to purchase a ticket from our drivers, please be aware of the following;
In addition you can call the National Express Contact Centre on 08717 818181 between 10am and 6pm, 7 days a week. Calls cost 13p per minute plus your phone company's access charge.
*Tickets cannot be purchased from a driver on board a coach at Heathrow and must be purchased from the ticket desk, ticket machine or in advance of travel.
We strongly recommend booking a coach which departs a minimum of 1 hour 30 minutes after you are due to land which will enable you to clear passport control and collect any luggage and make your way to our departure point. If your flight is delayed, you should aim to make contact with our staff before the time of departure on your ticket to request an amendment.
Flexible and Standard tickets can only be amended before the time of departure and will be subject to an amendment fee(depending on ticket type), excess fare (where applicable) and seat availability.
For added flexibility you might consider an open return ticket which will allow you to be booked onto the next available service by our staff, without fees and valid for 3 months from the original date of departure.
Alternatively, a flexible add-on is available from the 'add extras' page when making your booking online which means that you can
Sorry to hear you have not yet received your ticket, but we know that sometimes our tickets can end up in your spam or junk folders in your mailbox. Please check there before making contact with us.
Your ticket will be delivered from either email@example.com or firstname.lastname@example.org, so you may want to add these to your safe list of senders with your email provider to ensure delivery into your inbox. Keep in mind in some cases your ticket can take up to 20 minutes to arrive in your inbox.
On occasion there can be a chance your payment has not been taken properly. Please check with your bank that the payment has definitely been made so you know whether to contact us or not.
If you do have your ticket number, you can easily view your ticket online and reprint it by using our manage my booking service. You'll need your email address and the ticket number to retrieve your details. From here you can also make changes and add additional products to your booking.
You can always contact our team if none of the above solve the problem, we can then help you search for your ticket on our system.
If you're also needing to print off free downloadable luggage tags, you can do so here.
Depending on the ticket type purchased you may amend the time and or date of departure prior to the departure time that is currently booked on your ticket by clicking here.
You may amend the date and time of your ticket without incuring an amendment fee within 1 hour of making your booking (excess fare may apply), any amendments after this time are subject to a amendment fee of £5 plus any excess fare.
Note - There are no fee's applicable when amending a Fully Flexible fare.
Amendments cannot be made on cancelled or tickets where the travel time of the section you wish to change has passed.
Amendments to the arrival and/or departure locations are not possible once your ticket has been booked.
Should you need to change your destination at Heathrow or Gatwick Airports, transfers between terminals is free of charge, please let our Driver know which terminal you require as you board the coach so that your luggage can be put into the correct luggage area. At both locations there is also a free train/monorail service that operates between terminals which is clearly signposted.
Please note National Express Customer Service teams are also not able to amend destinations.
What do we mean by Excess Fares?
Many of our tickets are not fixed in price and are subject to change. When amending your ticket an excess fare may also be charged if there is a difference in price from your original ticket.
Here’s an example: At the time of booking your journey fare was £20 but at the time of making your amendment the journey price is £27.
Your amendment charge is £12 (£5 amendment fee and £7 excess fare)
Restricted and Funfare Tickets
Previously called Funfare tickets, Restricted fares are heavily discounted, therefore amendments of any kind are not possible.
Funfare tickets purchased prior to 10/10/2017 can be amended, though any excess fare charged when amending these tickets can be often be more that the price of the original ticket. It's normally cheaper to buy another Resticted ticket if one is available.
Please find below the different methods of cancelling or applying for a refund on your ticket. Please note you will need your ticket number to cancel/refund your ticket.
Please check the terms and conditions of your booking to see if you have a refundable ticket. Our full terms and conditions can be found by clicking here. (opens in new window)
If your ticket is refundable (Fully Flexible), it must be cancelled 72 hours prior to departure; though no cancellation fees are charged, booking and distribution fees remain non-refundable.
Please note: Restricted and Standard tickets are not refundable.
Tel: 03717 818181 (0044 3717 818181 from overseas) we are open 8am to 10pm, 7 days a week.
Post: Customer Relations - Refunds. National Express House, Mill Lane, Digbeth, Birmingham, B5 6DD
You can see all of our frequently asked questions by hitting the button below. Has your query has been answered already?
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 an 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.
You can send us an email any time by clicking the button below and filling out the short form.
We look forward to hearing from you.
For new bookings, timetabling and general enquiries call our Customer Contact Centre on:
Lines open 7 days a week, 10am - 6pm
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, amendments, after sales support and to book assistance.
Lines open 7 days a week, 8am - 10pm
(calls to this number are charged at local rate).
Have a question? Tweet the team @nxcare for help & advice - we'll be here from 8am - 8pm, 7 days a week.Visit our Twitter page
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