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Making coach travel safer
Our services are back up and running with a reduced timetable. Keeping our customers and colleagues safe and well is our top priority and we've been busy doing everything we can to put additional measures in place, both on board our coaches and in our stations, to make you feel safe and comfortable when you take your next trip.
A summary assessment of our approach to reducing the risk to our customers, colleagues and others affected by our operations can be viewed on our coronavirus (COVID-19) risk assessment page.
We're pleased to hold the "We're Good To Go" industry standard to show that we are following government and public health guidance, and to reassure our customers they can travel on our network with confidence.
Hand sanitiser
Hand sanitiser stations will be available on coaches for customer use as you board. If you can, bring hand sanitiser gel for use during your journey.
Face coverings
Government guidance recommends the wearing of a face covering or mask when travelling on public transport. To minimise the spread of the virus you will be required to wear a face mask or face covering when in coach stations and on board the coach. You may be refused travel if you fail to do so.
Limited seating capacity
The maximum capacity of all coaches will be limited to help with social distancing. People travelling together as part of the same household or in a support bubble (as defined by the Government) may, on certain selected routes and at our discretion, be able to sit together. If this option is available on your selected route, you will be able to request to sit together when booking your ticket. This means the aisle seat may be occupied but on one side of the vehicle only.
Concerns whilst travelling
If you have any concerns during your journey please use our LIVE text feedback service, detailed on window stickers on board all coaches.
Assisted travel
We have a dedicated team to support customers, you can call our Assisted Travel Team to talk through any assistance needs or email addl@nationalexpress.com. More details can be found on our accessibility page.
Enhanced cleaning
Regular aerosol based disinfection with a high performance antiviral solution, sometimes called ‘fogging’ will be in place. Key touch points including handrails, armrests, seat belts and toilets will be cleaned regularly using a high performance antiviral cleaning solution.
Toilets
On board toilets will remain open and will be cleaned regularly using fogging and antiviral solutions.
Air filtration system
An additional filter using three types of technology, including UVC radiation to reduce bacteria and corona type viruses, and a PM2.5 filter to block 99% of airborne particulates and improve air quality has been installed on the air conditioning systems of all coaches.
Boarding process
Please be patient, customers will fill coaches from the back and empty from the front. Boarding and disembarking may take longer than usual. Please have your ticket ready, with your ticket number clearly visible for the driver or member of staff to see.
Social distancing
Follow floor markings, signage and on board announcements to maintain social distancing.
Temperature screening
Prior to boarding the coach, a driver may take your temperature using a contactless infrared thermometer. A high temperature is one of the main symptoms of Covid-19. You may be refused travel if you provide a temperature reading of 38C or higher, or if you refuse to have your temperature taken.
Driver safety
All of our drivers have been provided with protective equipment including visors, masks, gloves, hand sanitiser and protective cab screens. Please note that our drivers are not required to wear a mask behind the protective cab screen.
Plan ahead
Only come to the coach station if you’re travelling on the day and arrive no more than 15 minutes before your journey time, unless you are departing from London Victoria Coach Station where you can arrive up to 45 minutes in advance.
Hand sanitiser
Hand sanitiser stations will be available in our coach stations for customer use. If you can, bring hand sanitiser gel for use during your journey.
Customer face coverings
Government guidance recommends the wearing of a face covering or mask when travelling on public transport. To minimise the spread of the virus you will be required to wear a face mask or face covering when in coach stations and on board the coach. You may be refused travel if you fail to do so.
Team safety
All of our teams have been provided with protective equipment including visors, masks, gloves, hand sanitiser and protective screens are in place at sales and information desks.
Contactless payments
Where possible please book online in advance or through our contact centre to guarantee your seat. If you need to pay at the station or to the driver, please use card or contactless payment methods and avoid using cash where possible.
Social distancing
Follow floor markings, signage and in station announcements to maintain social distancing. The number of seats in waiting areas will be reduced.
Enhanced cleaning
Regular aerosol based disinfection with a high performance antiviral solution, sometimes called 'fogging', will be in place. Key touch points including sales desks, ticket machines, toilets and ATMs will be cleaned regularly using a high performance antiviral cleaning solution.
Toilets
Station toilets will remain open and will be cleaned regularly using fogging and antiviral solutions.
Plan ahead
- Where possible please book online in advance or through our contact centre to guarantee your seat. If you need to pay at the station or to the driver, please use card or contactless payment.
- Only come to the coach station if you’re travelling on the day and arrive no more than 15 minutes before your journey time.
Follow Government guidance
- Do not travel if you're experiencing any coronavirus symptoms. These include a high temperature, a new continuous cough, or loss or change to your sense of smell or taste.
- Government guidance recommends the wearing of a face covering or mask when travelling on public transport. To minimise the spread of the virus you will be required to wear a face mask or face covering when in coach stations and on board the coach. You may be refused travel if you fail to do so.
- Wash your hands and use sanitisers where available before travelling. If you can, bring hand sanitiser gel for use during your journey.
Social distancing
- Keep apart where possible and follow instructions from our coach station staff and drivers.
- Keep to your designated seat throughout your journey and only use the on board toilet if unavoidable.
Be patient
- Please be patient and support our teams as they're there to keep you safe.
- Please follow driver instructions during your journey to ensure the safety of all on board.
- If you require assistance on your journey or with any of the safety measures detailed, we advise you to contact our Assisted Travel team, at least 24 hours prior to travel, on 03717 81 81 81. Please select option 3. Calls are charged at local rate.
Coronavirus FAQs
We understand these are uncertain times so we are doing everything we can to ensure the safety of you and our colleagues For the answers to our most common questions, please visit our dedicated Coronavirus FAQ page.
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