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Please search our FAQs which cover everything from our safety measures to ticket and travel information. If you can't find an answer, you can also email us, or get in contact on social media and we'll be sure to take your feedback on board.
Top FAQs
What are your current response times?
Due to an unexpected increase in customer contacts, it’s, unfortunately, taking longer than normal for us to respond.
Our current average response times are as follows:
- Social media enquiries = 2 days*
- Email enquiries = 2 working days
- Complaint emails = 15 working days
- Refunds = 7-10 working days
*Please note: if you are contacting us regarding a complaint we're really sorry you've had a bad experience with us on this occasion. To avoid further delay in handling your complaint your contact should be directed to our customer relations team who are best placed to further investigate this matter.
If you have an urgent enquiry please contact our Customer Services team on the telephone numbers below. Please accept our sincere apologies for the inconvenience caused. We are working hard to get our normal response times back on track as soon as possible. Thank you for your patience in the meantime.
I’ve not received my email confirmation / e-Ticket.
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.
If you're having trouble accessing your tickets in My Account, please get in touch with our customer services team who will be happy to help.
What should I do if I miss my coach?
Single ticket:
If you miss your coach, your ticket will no longer be valid and a new ticket must be purchased.
Return ticket:
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.
What can I expect when I travel with National Express?
The safety of our customers and staff has always been our number one priority, so we have introduced a number of extra measures so we can continue to ensure this. When travelling with us you can expect:
- Face coverings - Wearing a face covering is now a personal choice on our services.
- Increased and enhanced cleaning regimes onboard our coaches and in our stations.
- Find out more about the great reasons to travel the nation’s number 1 on our travelling with us page.
You can find more detailed information on our coronavirus (Covid-19) safety measures by going to our coronavirus safety page.
Can I amend or refund my ticket?
This will depend on your fare type. You can check your fare type on your ticket.
- Restricted tickets can not be amended or refunded
- Standard tickets can be amended but not refunded
- Fully flexible tickets can be amended or refunded
Find out more information on our fare types and the terms and conditions on our tickets page.
How much luggage can I take?
UK Services
You are allowed two medium sized suitcases or rucksacks (no more than 20kg per item) and one small piece of soft hand luggage free of charge. Alternatively, you may take one large item (no more than 20kg) and one small piece of hand luggage. Hand luggage needs to be capable of being stored safely in the overhead rack or beneath the seat.
- Hand luggage max dimensions of 45cm x 35cm x 20cm
- Medium sized items max dimensions of 70cm x 30cm x 45cm
- Large sized items max dimensions of 75cm x 50cm x 32cm
For more information please visit our UK luggage policy.
European Services
Amsterdam, Brussels and Paris (including interim stops)
You are entitled to two items of luggage to be stowed in the hold and two items of hand luggage free of charge. The overall dimensions must not exceed 200cm in total. The combined weight of both items for the hold must not be more than 20kg.
Fully collapsible wheelchairs and fully collapsible pushchairs may be stowed free of charge in the hold and do not count towards your luggage allowance.
All other European Services
You may take one medium-sized suitcase or rucksack and one small piece of soft hand luggage per person travelling, free of charge. Your one piece of luggage must not exceed 20kg, with maximum dimensions of 70cm x 30cm x 45cm. Items of luggage in excess of 20kg will be charged.
For more information please visit see our European luggage policy.
My coach was delayed, am I entitled to a refund?
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 normally issue a refund of your ticket.
If a delay has been caused by a service cancellation, driver sickness or any other reason we are directly responsible for, please speak to a member of our team who will assess your refund request.
Keep up to date
See our live service updates page for the latest on our coach network...
National Express Virtual Assistant
You can now find the answers to our most frequently asked questions faster than ever. With our new Virtual Assistant function, you can get instant answers to a host of common questions, such as;
- 'How do I track my coach?'
- 'How do I change my ticket?'
- "Where do you go?"
- "How do I book assisted travel?"
To use our Virtual Assistant, click the blue icon located towards the bottom right of the page and you can either log in using your Facebook account, or choose 'Continue as Guest'. Then click on 'Get Started'.
Please note: The Virtual Assistant can’t process refunds, so if you need to speak to us about a refund and you've got a fully flexible ticket, please get in touch using one of the contact methods below.
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.
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
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.
Complaints & Feedback
We’d love to hear from you.
- 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.
Compliments and praise
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.
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.
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.
Season tickets
If you’re an existing 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.
For more information on season tickets, please visit our tickets page.
Still need help? Call our team
For new bookings, timetabling and general enquiries call our Customer Contact Centre on:
08717 81 81 81
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 to your journey, to make a complaint or provide feedback and to book assistance.
03717 81 81 81
Lines open 7 days a week, 8am - 8pm
(calls to this number are charged at local rate).
Message us on Facebook
We're here from 8am to 10pm Monday to Sunday to answer your questions on Facebook.
We aim to reply to Facebook messages within 24 hours.
Tweet our team
We're here from 8am to 10pm Monday to Sunday to answer your questions on Twitter.
We aim to reply to Twitter messages within 24 hours.
If, after contacting us, you don’t feel a complaint of yours 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.
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