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We’re regularly adding more stops and services. Find out more.

Contact our Customer Care Team

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Discover the ways we can help you

Coachcard extensions

We have further extended the validity of Coachcards for our customers who have been unable to use them due to the recent suspension of our services. You can use our coachcard validity checker to obtain your new expiry date if you have been affected.


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 which cover everything from our Covid-19 safety measures to ticket and travel information. You can also email us, or get in contact on social media and we'll be sure to take your feedback on board.

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;

'Where is my coach?'

'How do I change my ticket?'

"I want to plan a journey"

"Can I book assisted travel?"

"What are your safety measures?"

"How much baggage can I take?"


To use our Virtual Assistant, click the blue icon located towards the bottom right of the page and you can easily log in using your Facebook account, or choose 'Continue as Guest'. Simply type 'Hi' to get started.


There's a good chance your question has already been answered.

You'll find information on

  • Amendments
  • Refunds
  • Flight delays
  • Ticket information

View FAQs

Tweet our team

We're still here from 8am to 10pm Monday to Sunday to answer your questions on Twitter.

Tweet @nxcare and our dedicated team will be happy to help.

Tweet us


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 30 September 2021. Find out more on our flexible travel page.

If you still need help, fill in our travel and ticketing form.

Travel and ticketing form

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 - We have a dedicated team to support customers, you can contact our Assisted Travel Team to talk through any assistance needs on 03717 81 81 81 (lines open 9am - 5pm 7 days a week)

Email us

Accessibility and inclusion

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.


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.

Track your coach

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.

Multiride and season ticket form


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.

Our careers website

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.

Press and media enquiries


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.

Compliment usMake a complaint

What are your current response times?

We currently aim for the following:

  • Twitter and Facebook messages will be responded to within 1 hour
  • Email enquiries will be responded to within 2 working days
  • Complaint emails will be responded to within 7 working days
  • Refunds will be responded to within 7 - 10 working days

We appreciate your patience at this time.

Still need help? Call our team

For new bookings, timetabling and general enquiries call our Customer Contact Centre on:

0871 781 8181

Lines 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, amendments to your journey, to make a complaint or provide feedback and to book assistance.

0371 781 8181

Lines 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.


Tweet our team

Have a question? Tweet the team @nxcare for help & advice - we'll be here from 8am to 6pm Monday to Sunday.

Visit our Twitter page
Like us on Facebook

Prefer using Facebook? No problem. Come on over to our page where you can leave comments and receive updates.

Visit our Facebook page
Follow our Instagram

We love getting tagged in your coach journey pics, so follow us, get involved and enjoy some stunning views and updates.

Visit our Instagram page

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