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 suspending all coach services with effect from 23:59 on Sunday 10 January 2021. Please visit our service updates page for more information on plans to restart services, links to the latest government guidance and information on ticket amendments and refunds.

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.

Full details of the latest government guidance for each of the UK nations can be found here:

What 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.

Are your European Services still running?

In response to the most recent government guidance in France, services via our European Partner Operator BlaBlaBus have been suspended. European bookings are not being offered until further notice, when government guidance changes.

I have a ticket booked for coach travel to Europe, can I get a refund?

Services via our European Partner Operator BlaBlaBus have been suspended following government guidance in France. If your service is affected you can obtain a full refund by using our contact us page to get in touch.

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

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

All services between Monday 11 January and Sunday 28 February have been suspended. Please visit our service updates page for more information, links to the latest government guidance and information on ticket amendments and refunds.

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 is/was valid on 10 January 2021, or if you purchased a Coachcard in January 2021, we will add a 6 month extension to your expiry date.

For example, if your Coachcard was due to expire on 1 November 2021 your new expiry date will be 1 May 2022.

You will just need to 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?

All coach stations will be closed from Monday 11 January 2021 but we plan to be back on the road as soon as the time is right. A provisional restart date of Monday 1 March is currently in place, when some stations would also reopen. This is under regular review and subject to change. The latest information is available on our service updates 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.

Are you able to provide any customer assistance?

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), or email addl@nationalexpress.com. More details can be found on our Contact Us page.

We also have a selection of journey assistance cards to help customers explain to our staff and drivers that they may need assistance, are unable to wear a mask, or may have a high temperature due to medical reasons excluding Covid-19.

I have a voucher code to use, will it be extended due to the latest suspension of services?

Yes. Customers who were issued voucher codes due to the suspension of our services in March to June 2020 will have their voucher codes automatically extended to 30 September 2021.

If you have another voucher code that has expired and your booking has been impacted by the suspension of our services, please contact us.

Can't find the answer to your question?

If you can't find the answer to your question here, you may have better luck on our standard FAQs page. There you can find information regarding refunds, ticket amendments, luggage and more.

Visit our FAQ page 

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