We treat the safety of our customers and teams with the utmost importance. Our security is constantly being reviewed and we work closely with the relevant authorities in relation to matters of security. Our teams are fully trained to identify and report to the Police any suspicious behaviour in our stations and on board our services. Our customers and members of the public are also encouraged to give us feedback as complaints or compliments to help improve our services.
National Express operates a zero-tolerance drug and alcohol policy. We use a system called Alco-Lock, which doesn’t allow the engine to start until the driver has passed an alcohol breathalyser test.
Each coach has cameras that monitor driver performance. Footage captured by these cameras is then used to coach and maintain driver standards to provide the safest possible journey and a better experience for everyone on the road.
For added peace of mind, our coaches have been fitted with video and audio CCTV to ensure we can support you in the face of any issues.
This system monitors our drivers’ speed and punctuality to ensure our customers are being given the best possible service on the road.
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.
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.
National Express is accredited to ISO45001:2018, the recognised international standard for occupational health and safety.
Find out about the changes we made to coach travel in response to the coronavirus (Covid-19) pandemic on our coronavirus safety page.
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.
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.
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