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?

Yes, our coach services started running again on Wednesday 1 July. Find out more information about our new timetables and which stations and stops we are serving on our live services updates page.

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

Keeping our customers and colleagues safe and well is our top priority and we've been busy doing everything we can to ensure this. Find out what changes will be in place when our services start running again on our coronavirus safety page.

Can I amend or refund my ticket?

Yes, we understand that during this time of uncertainty that your plans may change. That’s why we’re offering increased flexibility for journeys between 1 July to 31 October 2020. Find out more information on our flexible travel page.

Have the timetable changes impacted my coach journey?

If you booked a coach ticket before 20 May for travel anytime after that date, you will need to rebook your journey by amending your ticket. Complete our ticket amendment form before you are due to travel and get in touch with us when you’re ready to rebook. If you no longer wish to travel, please complete our refund request form and we will process your refund within 28 days.

If you booked a coach ticket on or after 20 May, then you have booked onto our new timetable. We’re offering increased flexibility if you change your mind for journeys between 1 July to 31 October 2020. Find out more information on our flexible travel page.

What happens if I book to travel on a service that is then cancelled?

If you are booked onto a service that is then cancelled, we will offer a free amendment to a different travel date anytime in the next 12 months. If you do not wish to amend your ticket to a new date, we will fully refund you.

The event I was travelling to is cancelled, what can I do?

For customers booked onto one of our event services, please see our events page for specific information on each event.

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?

Our coach stations are temporarily closed, however, some will reopen when reduced coach services resume on Wednesday 1 July 2020. Find out more information about our new timetables and which stations and stops we are serving on our live services 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.

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