Our customer service team are 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.
If you are due to travel but your plans have changed, please visit our dedicated coronavirus FAQ page for answers to the most common customer queries, including information about the increased flexibility we are offering on ticket amendments and refunds.
If you have already contacted us about an amendment or refund you do not need to contact us again. Our customer service team is working extremely hard to process the high number of requests in order of date received. All refunds will be processed within 28 days.
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.
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.
Don't forget, you can search our Coronavirus (Covid-19) FAQs on our dedicated page and see the changes we've made to keep you safe.
There's a good chance your question has already been answered.
You'll find information on
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.
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.
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.
03717 81 81 81
(lines are open 7 days a week, 9am - 5pm)
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.
For the latest information on services, including disruptions and delays, please visit our live service updates page.
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.
For more information on both multiride and season tickets, please visit our tickets page.
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.
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.
We’d love to hear from you.
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.
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.
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.
Have a question? Tweet the team @nxcare for help & advice - we'll be here from 9am to 5pm Monday to Friday.Visit our Twitter page
Prefer using Facebook? No problem. Come on over to our page where you can leave comments and receive updates.Visit our Facebook page
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