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Risk Assessment

Coronavirus (COVID-19)

Coronavirus (COVID-19) Risk Assessment

National Express has always put safety as its number one priority.

Things may be a little different but ensuring safety and well-being always comes first and we want customers to be confident to travel with National Express and colleagues to have peace of mind when at work.

This article provides a summary assessment of our approach to reducing the risk to our customers, colleagues and others affected by our operations across the United Kingdom of contracting Covid-19 when travelling or working with National Express.

In determining appropriate control measures, we have followed relevant Government guidance and will continue to review these measures as this develops.


We have consulted and taken feedback from a number of key stakeholders:

  • Government bodies including the Department for Transport, Public Health England and Transport for London
  • Trade and industry bodies including CPT (Confederation for Passenger Transport UK)
  • Colleague and management representative bodies
  • Our partner operators
  • Suppliers and contractors

This has assisted us in designing and implementing the controls which are summarised below.

Risk controls

We have implemented a number of key risk controls across our depots, stations, and vehicle fleet as follows...

Social distancing

  • Signage, posters and in station and on board announcements to control social distancing standards
  • Physical screens in key areas such as customer information points, ticket desks and driver cab
  • Barriers or markings to control social distancing standards in key areas such as customer information points, tickets desks and machines, and waiting areas
  • Reduced capacity and social distancing on any part of a journey in Scotland and Wales. Pre-covid standard passenger capacity will apply to all services in England.

Cleaning and personal hygiene

  • Enhanced cleaning regimes and increased frequency of cleaning of touch points
  • The introduction of regular aerosol based disinfection with a high performance antiviral solution -  sometimes called ‘fogging’ - in both coach stations and on vehicles
  • The installation of an additional coach air filter using three types of technology, including UVC radiation to reduce bacteria and corona type viruses, and a PM2.5 filter to maintain air quality
  • Mandatory requirement for customers to wear a face covering when in stations and on coaches
  • Hand washing facilities and hand sanitiser available for colleagues and customers
  • Disposable gloves, face masks and visors available to all colleagues 
  • Promotion of booking online in advance and contactless payment to reduce contact 

Managing customers, colleagues and partners

  • Management structures allow oversight and regular supervision of these control measures
  • Management teams who are briefed and or trained on the relevant guidelines
  • Monitoring programme to ensure compliance with risk controls
  • Communication via briefings, posters, announcements, training and videos
  • Guidance to only use coach stations if travelling and limiting arrival time to manage capacity in coach stations
  • Temperature screening of customers before allowing travel 
  • Staggered work patterns, including meal and break times
  • Shielding of extremely vulnerable and vulnerable colleagues
  • Colleagues working from home, wherever possible
  • Contractor control processes in place

Risk evaluation and results

Based on our evaluation of the current controls, the risks associated with coronavirus (COVID-19) are reduced to as low as is reasonably practicable within our depots, stations and on vehicles.

For more information on the changes we've made to keep our customers safe, please visit our coronavirus safety page.

For the most common customer queries relating to coronavirus (COVID-19) and other FAQs, please visit our FAQ page.

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