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Safer coach travel

Our new safety measures and how you can help

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Passengers

Adults (16-59)

Infant (0-2)

Senior (60+)

Children (3-15)

Disabled

Need assistance?

Children under 14 years of age are not permitted to travel without being accompanied throughout the journey by a responsible person aged 16 years or over.
Children aged 14 - 15 years old may travel unaccompanied, as from 5am, arriving at their booked destination no later than 10pm. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. (sms or chat based messages are not permissible)

One infant aged 0-2 travels free when accompanied by an adult with a valid ticket. Additional infants aged 0-2 must be paid for. If you are travelling with more than 1 infant aged 0-2, please book the additional infant as 'Children (3-15).

I have a Coachcard

Senior Coachcard

Young Persons

Disabled Coachcard

Making coach travel safer

Keeping our customers and colleagues safe and well is our top priority and we have 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.

Watch our video and select the tabs below to see what is changing on board our coaches, at our coach stations and how you can help.

On board our coaches

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.

At our coach stations

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

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.

How you can help

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.