We accept:
A customer experience like no other
How our experience benefits you
National Express coaches have been providing travel around the UK for nearly fifty years. That’s a lot of miles which gives us a lot of experience and knowledge. We put all this to use in putting our customers first in everything we do and giving them the best possible experience when travelling with us.
Take a look below and discover what makes us the leaders in customer experience.
How our experience benefits you
National Express coaches have been providing travel around the UK for nearly fifty years. That’s a lot of miles which gives us a lot of experience and knowledge. We put all this to use in putting our customers first in everything we do and giving them the best possible experience when travelling with us.
Take a look below and discover what makes us the leaders in customer experience.
There for you if you need us
If you can't find an answer in our FAQs, ask us via social media or get in touch with our UK-based contact centre, open 7 days a week.
You can contact our teams in the following ways:
- On Facebook and Twitter (for our fastest response times)
- By email
- By phone
Please visit our Contact Us page for further information.
With you throughout your journey
Customer Service representatives at coach stations, along with our contact centre team and drivers are on hand to help you throughout your journey.
By choosing National Express you can expect:
- Highly trained customer services teams at 20 locations ready to provide support with general enquiries, lost property, booking tickets and boarding the coach.
- Support from a dedicated Assisted Travel team to put additional arrangements in place for your journey. Please see further details on our accessibility page.
- Drivers who will do more than get you to your destination - they will also help with loading luggage, boarding the coach and answering any questions.
- The option of nationwide ticket sales and payzone agents who can provide booking and general enquiry information and support.
While you're travelling
Did you know that our Network Control Centre is constantly monitoring the UK roads and motorway network? Our team will do their best to divert coaches if disruption looks likely and ensure our drivers are well informed so they can keep you up to date as required during your journey.
The NCC will do their best to contact your driver to proactively avoid disruptions and traffic congestion in order to help maintain the punctuality of your journey.
Text feedback
A text feedback code is displayed at the front of every coach so passengers can provide us with instant feedback via SMS. Our Customer Service team will pick this up and use your feedback as part of the continuous improvement of our services, or will get in contact if the text needs more urgent attention.
You also have the option to talk to the driver (when it’s safe to do so), or a customer service representative at one of our coach stations or in the contact centre.
Ready for your feedback
We proactively survey customers on their overall experience with us by sending out a post journey questionnaire. We're pleased to say the majority of our online reviews via Trustpilot are rated Excellent but we take any customer complaints seriously and most importantly, as an opportunity to further improve our service.
If you feel that the service you experienced was less than the standard you'd expect, you can contact us in any of the usual ways. We will be happy to hear from you and use your feedback to monitor and make continuous improvements to our service.
We aim to respond to you within 7 days. However, please be aware that it can take up to 10 days to respond and resolve complaints as we want to ensure we have investigated any matter in the most thorough manner.
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 – This is a European online tool, 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.
This is the direction of travel
A belief in accessible and inclusive travel for all.
Recognition of our responsibility to the environment.
A desire to provide the best service possible.
Making travel affordable for any budget.
