Get in touch with us
We love to hear from our customers and understand everyone likes to communicate in different ways. Unfortunately, our phone lines are currently closed, however, you can search our FAQs and Coronavirus (Covid-19) FAQs, email us or get in contact on social media.
Current response times
- Twitter and Facebook messages - our fastest means of contact, responses in 1 hour
- Email enquiries - responses in 2 working days
- Complaint emails - responses within 7 working days
- Refunds - responses within 7-10 working days
We appreciate your patience at this time.
Top FAQs
Am I allowed to travel?
It is your responsibility to check Government guidelines and ensure you are travelling within the guidelines provided. We would also like to remind our customers of the following:
- It is illegal not to self isolate if instructed to do so in line with government guidance.
- It is illegal not to wear a face-covering on public transport (unless exempt).
- Guidance is changing regularly and may differ from one location to another. Please check government guidance in line with your travel plans and make arrangements accordingly.
Full details of the latest government guidance for each of the UK nations can be found here:
What can I expect when I travel?
The safety of our customers and staff has always been our number one priority, so we have introduced a number of extra measures so we can continue to ensure this. When travelling with us you can expect:
- Mandatory temperature screening, unless you are exempt
- To wear a face covering, unless you are exempt
- Increased and enhanced cleaning regimes onboard our coaches and in our stations
You can find more detailed information on our coronavirus (Covid-19) safety measures by going to our coronavirus safety page.
What coronavirus (Covid-19) safety measures?
Keeping our customers and colleagues safe has always been, and continues to be our top priority and we’re doing everything we can to ensure this. Find out what changes we have put in place on our services and at our stations on our coronavirus safety page.
Are your coach stations open?
All coach stations will be closed from Monday 11 January 2021 but we plan to be back on the road as soon as the time is right. A provisional restart date of Monday 29 March is currently in place, when some stations would also reopen. This is under regular review and subject to change. The latest information is available on our service updates page.
Can I amend or refund my ticket?
Yes, we understand during this time of uncertainty that your plans may change. That’s why we’re offering increased flexibility for journeys until 30 September 2021. Find out more information on our flexible travel page.
I was unable to use my Coachcard, will you extend it?
Yes.
If your Coachcard is/was valid on 10 January 2021, or if you purchased a Coachcard in January 2021, we will add a 6 month extension to your expiry date.
For example, if your Coachcard was due to expire on 1 November 2021 your new expiry date will be 1 May 2022.
You will just need to enter your new extended date into the expiry date field when booking a journey.
No further action is required. Coachcards will not be reissued with revised dates, simply book and travel with your current card.
Our Facebook inbox is manned from X to X Monday to Sunday.
Send your message to @NationalExpress and we'll aim to get back to you in one hour.
Email us
If you can’t find an answer in our customer FAQs, the fastest way to get a response is to message us on Twitter or Facebook. However, we understand that not everyone uses social media, so if you want to send us a message please choose the most relevant category for your enquiry using the drop down below.
Travel and ticketing
Before getting in touch, make sure to check out our customer FAQs first. Your query may have already been answered!
And don’t forget you can amend the time or date of your ticket using Manage My Booking. We’ve increased the flexibility for all journeys on our before the 30 September 2021. Find out more on our flexible travel page.
If you still need help, fill in our travel and ticketing form.
Assisted travel
Our aim is to create an accessible service which is inclusive of all our customers and their needs. Our dedicated Assisted Travel Team offers travel support by providing journey and booking information and, subject to availability, they can reserve you a front seat and/or the dedicated wheelchair space.
To discuss any adjustments or accessibility requirements you may have, you can contact our Assisted Travel Team by telephone or email. Wherever possible, if you require assistance please get in touch at least 36 hours before you intend to travel with us.
Calls us - Please note, our phone lines are currently closed but you can still contact us via email and social media.
Email us
addl@nationalexpress.com
Lost Property
Our central lost property database helps us to track and relocate any belongings you may have lost or left behind.
As our lost property tracking system requires a lot of upkeep, in addition to the cost of reuniting your items, we charge customers a small fee when items are reclaimed.
If you have lost or left an item behind, contact our Lost Property Team by filling in our lost property form.
On the day travel information
For the latest information on services, including disruptions and delays, please visit our live service updates page.
You can also track the status of your coach using our Coach Tracker tool. For help and more information on how to use Coach Tracker visit our coach tracker help page.
If you still need to get in touch with us, you can send us a message via Twitter or Facebook, email us using our travel and ticketing form, or if urgent, give us a call using the number below.
Multirides & Season tickets
If you’re an existing multiride or season ticket holder and you’ve been impacted by the temporary suspension of our services, please visit our coronavirus FAQ page for more information on extending the validity of your pass or to claim a pro-rata refund.
- Season tickets - A National Express Season Ticket gives you a reserved seat on your daily commute. It's a great way to save some money when you make the same journey more than three or four times a week. Simply choose the two locations you travel between most, purchase a Season ticket, choose from 1 month to 1 year validity, and get unlimited travel in both directions.
- Multiride tickets - A National Express Multiride Ticket offers 10 single journeys cheaper than buying them individually, between your two locations, and is valid for 3 months.
For more information on both multiride and season tickets, please visit our tickets page.
Careers
1 in 9 people in the UK used a National Express service in 2018 – and we’re proud to have the most professional drivers, the safest vehicles, and the best customer service in the business.
Visit our dedicated careers website to find out about our latest opportunities and plenty of other information on the benefits and rewards we offer at our UK locations.
Join us on the journey and apply now.
Press updates
National Express operates a 24/7 media relations service every day of the year with an on call service operating for urgent media enquiries out of office hours. We have business-specific media relations contacts in each division of the National Express Group.
Please note if you are a National Express coach customer seeking help or information about your ticket or our services, please send us a message via Twitter or Facebook, email us using our travel and ticketing form, or if urgent, give us a call using the number below.
Feedback
We’d love to hear from you.
- Compliment us - If we’ve exceeded your expectations, please send us a message explaining why you are so pleased with us. We will make sure that all of the staff involved are informed of your praise.
- Make a complaint - If things haven’t gone right and you’d like to make a complaint, please send us a message with the details explaining what went wrong. We take all complaints seriously and use them to help improve our services in the future.
Still need help? Call our team
Phone lines closed
Please note, our phone lines are currently closed due to the suspension of our services.
However, you can still contact us via email and social media. We apologise for any inconvenience caused.
Complaints
If, after contacting us, you don’t feel your complaint is resolved, you can:
Contact Bus Users UK to see if they can review your complaint.
Use the ODR platform to submit your complaint – the ODR platform is a European tool for online dispute resolution, which (if agreed to by the parties) will aim to assist with the resolution of disputes between a customer and a business where a customer has purchased a good or service from the business online or electronically.
Contact us via X
Want the latest news from our social media team? Follow us on X (formally Twitter) and get involved in the conversation.
Visit our Twitter page
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Prefer using Facebook? No problem. Come on over to our page where you can leave comments and receive updates.
Visit our Facebook page
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