M25 planned roadworks - From 21.00pm Friday 12 July until 6.00am Monday 15 July, planned roadworks at Junction 11 & 12 in Surrey may cause delays to our services. For more information, please visit our Service Updates page.

Travel by coach with National Express

Safety at National Express

See how we ensure safety across the entire National Express network

Safety & security

We treat the safety of our customers and employees with the utmost importance. Our security is continuously being reviewed, as is an ongoing investment in the latest on board safety systems. Our teams are fully trained to identify and report any suspicious behaviour in our stations and on board our services to the police. Our customers and members of the public are also encouraged to give us feedback as complaints or compliments to help improve our services.

Awards & accreditations

  Sword of Honour

From 2015-2019, we received The British Safety Council’s prestigious Sword of Honour safety award, the standard-bearer for health, safety and environmental management.



  Five Star Rating

In 2021, we achieved a maximum five-star rating from the British Safety Council, retaining our five star status for the 8th year in a row.


  ISO45001:2018 accredited

National Express is accredited to ISO45001:2018, the recognised international standard for occupational health and safety.

Extra Advice

Priority seating
If you are a passenger that requires special assistance, we will always do our best to ensure your needs are met. Priority seating is available upon request at no additional charge. Please contact our Assisted Travel helpline or visit our Accessibility page for more information.

Text feedback
If you want to give us some instant feedback, good or bad, you can use our text feedback service (instructions on board each coach) and, where appropriate, our customer service team will reply to assist further.

Top tips

  • Plan in advance. Make sure you know your route and stop location and any connection information you might need before you arrive.

  • Wait for your coach at your designated bay or stop. Many of our stations have seating areas and our stops are generally well-lit.

  • Don’t leave your luggage or bags unattended and keep any valuables stored safely. Customers can bring 2 medium cases or 1 large case as hold luggage, and 1 piece of soft hand luggage can be taken on board the coach (small rucksack size). Find out more about our luggage policy on our luggage page.

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