Travel across the UK & Europe by coach with National Express

Coronavirus (COVID-19) - Latest information

Frequently asked questions

Open the tabs below to see if your query has already been answered before getting in touch.

Coach Services

Are your coach services still running?

Our coach services are temporarily suspended. A new reduced timetable is scheduled to resume from Wednesday 01 July 2020.

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

Find out about the changes we’re making to support our customers and colleagues in response to Coronavirus (Covid-19) on our Coronavirus safety page.

Have the timetable changes impacted my coach journey?

Our new reduced timetable is scheduled to resume from Wednesday 01 July 2020.

  • If you are due to travel on or before 30 June then your service has been cancelled and you can either amend or refund your ticket.
  • If you booked a coach ticket before 20 May for travel on or after 01 July your service will need to rebook your journey by amending your ticket. If you no longer wish to travel, we will refund you.
  • If you booked a coach ticket on or after 20 May then you have booked onto our new timetable and your service is scheduled to operate.

To amend or refund your ticket, see “How can I amend or refund my ticket?” below. If you would like to speak to our customer service team, please use one of the methods on our contact us page.

Are your coach stations open?

Our coach stations are temporarily closed, however, some will reopen with reduced coach services scheduled to resume on Wednesday 01 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 vehicles for customer use. Please check our coach stations page for details of the facilities in each location.

Ticket amendments

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 off 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.

How can I amend or refund my ticket?

If your are due to travel before the 30 June 2020, or if we have cancelled your service due to changes to our network, you can amend your ticket for free to travel on a different date anytime in the next 12 months. 

  • If you are still planning to travel with us in July, please get in touch with us to amend your ticket. 
  • If you would like to amend your ticket to travel from August onwards, there is no need to contact us straight away, just complete our ticket amendment form and get in touch with us when you’re ready to rebook your travel.

If we have cancelled your service and you do not wish to amend your ticket to another date, we will fully refund you. Please complete our ticket refund request form and we will process your refund within 28 days.

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 and due to the high value of the product ensure this is sent recorded delivery. Refunds will be processed via cheque within 28 days.

I have a Coachcard but can't use it, will you extend it?

Yes. If your Coachcard was valid on 1 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, cards will not be reissued with revised dates, simply book and travel with your current card.

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