Discover all you need to know about our code of practice for disabled travellers, and how we can make your National Express experience better.
With over 21 million passenger journeys every year, we are committed to continually improving the service we provide and we will always listen to customer feedback to make sure we get things right.
Our Code of Practice includes a commitment to disability confidence training for our staff. It also takes into account our accessible coaches and expert advice on carrying manual wheelchairs and mobility scooters.
Our aims are to always deliver an outstanding service to every customer and to ensure everyone can make use of our services, as long as it is safe to do so.
Call our Contact Centre to arrange assistance, for journey details and general enquiries.
You can find out more at our Contact Us page.
To download or view a full list of facilities available to disabled customers at our coach and bus stations, please see our Facilities Directory.
Chris Hardy, National Express Coach Managing Director
Our code applies to all disabled customers including:
We recognise that some experiences of health conditions or disability are not visible. If you let us know your requirements we will aim to help wherever we can.
You can call or email our dedicated Assisted Travel Team to talk through any assistance needs (Textphone/Minicom also available).
When calling, you will receive specialist assistance in planning your journey, arranging seat reservations and discussing ticketing options.
1.2a Travel with wheelchairs
Wheelchair access to our coaches is via a lift located at the front of the coach. Our wheelchair accessible coaches have an extra large entrance and a flat floor throughout the coach to aid mobility.
For customers who can transfer from wheelchair to coach seat, wheelchairs are accepted subject to them being safely stored in the luggage hold of the coach. We are sorry but we are unable to accept wheelchairs heavier than 20kg in weight unless we have assistance lifting the wheelchair at each end of your journey (including any connections).
We will accept wheelchairs for travel on our accessible coaches subject to the following:
1.2b Mobility Scooters
While customers cannot travel in their mobility scooters, we do accept small lightweight mobility scooters for storage and carriage in the coach luggage hold. This is subject to the following conditions:
Other access needs
We also comply with all the relevant provisions of the Passenger Rights Act 2013 (see section 1.12)
You can plan a journey by visiting any National Express ticket office/agent or via the blue journey planner on any page on our website.
If you are disabled and/or need some assistance along the way, you can call our contact centre.
For wheelchair bookings and more specific assistance requirements, our dedicated staff are available between 8am and 8pm, 7 days a week.
For more general assistance, you can call our contact centre, including Sundays. Alternatively you can email us at: ADDL@nationalexpress.com.
When calling our Assisted Travel Team, our dedicated staff can give you journey details, reserve you a front seat (subject to availability), book you a wheelchair space and sell you your ticket(s). They can also agree the level of assistance required at each stage of your journey and advise you on which services it can be provided.
Simply explain the assistance you need and once our advisors have assessed the details, they will give you all the information you will need for your journey.
Please make sure you give us as much information as possible before you travel as this will help us deliver the right service on the day. Our advisors will always do all they can to help.
If we can confirm all the information we need straight away, you can pay for ticket(s) over the phone.
Alternatively, if we have to call you back, we will take payment then.
Please note that if you are disabled and buying tickets via our Assisted Travel Team we can sell you all types of tickets.
For just £10 a year, our Disabled Coachcard gives you 1/3 off your travel, all year round. It’s simple to buy and all you need in order to qualify is to have certification showing that you are disabled, which you might also be asked to show when you are travelling.
You are eligible if you receive disability-related benefits or are registered as deaf or use a hearing aid, or are registered as visually-impaired or have epilepsy.
The card offers discounts all year round – you can use your Coachcard at any time, every day, with no peak or off-peak restrictions.
Leaflets are also available at all our coach stations. Alternatively, call our Assisted Travel Team for more information..
You can travel free of charge between any two points within Scotland, on any National Express journey, simply by showing your valid Entitlement Card to the driver when you board. You will be issued with a 'zero fare' ticket. Travel will only be accepted as a 'single' journey and will be subject to seat availability.
If you wish to guarantee your seat or pre book you will need to pay for the journey at the time of booking and then claim a refund for the Scottish section of the journey by writing into our Customer Relations Department enclosing your ticket and a copy of your Scottish Executive Entitlement Card. A full refund, less a 50p reserved booking fee, will be returned to you.
Customer Relations - Coach
National Express House
If you do not wish to pay a booking fee, you are able to turn up and obtain free travel on the day.
Scottish Executive Entitlement Cards are available online, or can be obtained by writing to Transport Scotland, Buchanan House, 58 Port Dundas Road, Glasgow, G4 0HF.
Alternatively, you can email email@example.com or call 0141 272 7100 Monday to Friday between 8.30am to 5pm.
We can only offer practical assistance at stations where we have National Express staff and during the hours we have staff on-site.
We ask our teams at these locations to assist customers as appropriate.
National Express station staff and drivers are expected to:
National Express carries customers to hundreds of different coach stops across the UK. Most of these locations are not staffed or owned by National Express.
The coach station facilities listed on our website are available to all disabled customers at all of our major bus/coach stations, where you will also find National Express staff.
Victoria Coach Station (VCS) is owned and operated by Transport for London (TfL). TfL provides its own Mobility Assistance service for National Express and other coach operators’ customers with reduced mobility.
To pre-book Mobility Assistance at VCS, customers or ticket agents may telephone the Help Point on: 0207 027 2520 at anytime of the day or night.
Faxed bookings can be sent to: 0207 027 2512.
Alternatively, customers can book assistance via the TfL website.
Our Assisted Travel Team can also book assistance for you when planning your journey.
TfL advise us that the following conditions apply:
Our Assisted Travel Team (Disabled Persons Travel Helpline) is based in our Customer Service Centre in Central Birmingham. The team can be contacted by phone and are/will:
National Express actively seeks to comply with all relevant parts of EU legislation, Passenger Rights 2013.
The legislation applies to all customers travelling on domestic services within the EU and outlines what coach operators will do in different situations. Amongst other things, the Regulation provides guidelines on: travel for disabled customers, compensation processes, provision of information throughout passenger journeys and non-discrimination.
A full version of the legislation is available from: http://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm
We are committed to delivering a safe, inclusive and responsible network of services where our customers are suitably informed, assisted (where necessary) and compensated should anything go wrong.
Under the terms of the legislation, National Express will:
If you feel your rights as a passenger have been breached, please let us know.
Thank you for travelling with National Express!
We really do welcome feedback and comments from all our customers, which helps us to understand how we can improve our service to you.
If you need any further information before you book your coach journey, or just wish to confirm any of the points raised in this leaflet, please contact us by any of the methods detailed below:
By calling our team on 03717 81 81 81, lines open 7 days a week, 8am - 10pm.
Via email: firstname.lastname@example.org
The Assisted Travel Team
National Express House
All tickets are issued and passengers carried subject to the National Express General Conditions of Carriage.
Issued by: National Express Ltd, National Express House, Birmingham Coach Station, Mill Lane, Birmingham B5 6DD.
Business registration number: 2590560
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