Coronavirus FAQs

Latest information on our services and ticket amendment policies

Frequently asked questions

Before you contact us, see if your question has already been answered below. If you're looking for information on our new safety measures, including face masks and temperature screening, please visit our coronavirus safety page.

Are your coach services still running?

We are currently running a reduced timetable in line with the latest Government guidance on travel. We will continue to respond to future announcements which may, unfortunately, result in short notice changes. Please check our live services updates page for the most up-to-date travel information and to plan your journey.

Am I allowed to travel?

It is your responsibility to check Government guidelines and ensure you are travelling within the guidelines provided. We would also like to remind our customers of the following:

  • It is illegal not to self isolate if instructed to do so in line with government guidance
  • It is illegal not to wear a face covering on public transport (unless exempt)
  • Guidance is changing regularly and may differ from one location to another. Please check government guidance in line with your travel plans and make arrangements accordingly.

Please check the relevant Government guidance before you travel.

What other coronavirus (Covid-19) safety measures do you have in place?

Keeping our customers and colleagues safe has always been, and continues to be our top priority and we’re doing everything we can to ensure this. Find out what changes we have put in place on our services and at our stations on our coronavirus safety page.

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:

  • Mandatory temperature screening, unless you are exempt
  • To wear a face covering, unless you are exempt
  • Increased and enhanced cleaning regimes onboard our coaches and in our stations

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?

Yes, we understand during this time of uncertainty that your plans may change. That’s why we’re offering increased flexibility for journeys until 31 December 2020. Find out more information on our flexible travel page.

How do I know if my service has been cancelled by National Express?

Where possible we are contacting customers who have been, or will be, affected by changes to our services. However, you can check if your service is still running by simply searching for your journey on our homepage, using the same departure, destination and date of travel on your ticket.

If your service is no longer running, there is no need to contact us straight away. You can manage your booking and amend your ticket to another date or time using Manage My Booking. Or alternatively please just complete our ticket amendment form before your original outward journey and get in touch with us when you're ready to book again.

If National Express has cancelled your journey and you do not wish to amend your ticket to another date we will fully refund you. If we haven’t already been in contact with you to let you know that we have cancelled your journey and are refunding your ticket, please complete our online refund form and we will process this within 28 days.

If your journey has not been cancelled by us and is still scheduled to run, but you would still like to change your travel plans, we will honour a free amendment until 31 December 2020.

I have a Multiride Ticket which I will not be able to use before it expires, what can I do?

We have extended the validity of our Multiride Tickets until the end of the year so you can use them at a later date. Our drivers will continue to accept your pass when services resume, for as long as you have unused journeys to redeem.

If you are still unable to use your Multride Ticket with the extended validity, please follow the process for Season Tickets below.

I have a Season Ticket which I will not be able to use as planned, what can I do?

We are offering pro-rata refunds on the remaining duration of Season Tickets. Please send your Season Ticket via recorded delivery to:

Customer Relations
National Express House,
Mill Lane, Birmingham.
B5 6DD

Please include a covering note, including your name and address. Due to the high value of the product, please ensure this is sent recorded delivery. Refunds will be processed via cheque within 28 days.

I was unable to use my Coachcard, will you extend it?

Yes.

If your Coachcard was valid on 1 March 2020, or if you purchased a Coachcard in March 2020, we have 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.

Are your coach stations open?

Many of our stations are now open in line with our new timetable although, restrictions, staff limitations, and reduced opening hours may be in effect due to changing local situations. For up to date information please visit our Coach Stations page.

What toilet facilities will you be providing?

Toilets will be available on coaches for customer use. Please check our coach stations page for details of the facilities in each location.

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