Travel by coach with National Express

Customer service like no other

Choose Your Journey

Passengers
Passengers

Children under 14 years of age are not permitted to travel without being accompanied throughout the journey by a responsible person aged 16 years or over.
Children aged 14 - 15 years old may travel unaccompanied, as from 5am, arriving at their booked destination no later than 10pm. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. (sms or chat based messages are not permissible)

One infant aged 0-2 travels free when accompanied by an adult with a valid ticket. Additional infants aged 0-2 must be paid for. If you are travelling with more than 1 infant aged 0-2, please book the additional infant as 'Children (3-15).

Passengers

There for you if you need us

Our UK based contact centre is open 7 days a week and can be called upon if you cannot find the answer to your question in our FAQs or your query is too urgent for a response from our social media staff.


The contact centre is made up of the following teams:

  • Calls
  • Digital contacts
  • Customer relations
  • Assisted travel
  • Lost property


Opening times

Calls are taken from 9am - 5pm, 7 days a week. However, there is also emergency assistance available 24 hours a day for customers, including Christmas Day.

While you're travelling

Even while you're on board we're looking out for your best interests. Did you know our Network Control Centre (NCC) is constantly monitoring the roads and the UK's motorway network?

The NCC can then do the following:

  • Contact your driver at any time to proactively avoid disruptions and traffic jams.
  • Help to maintain the punctuality of your journey and ensure customer satisfaction
  • Guarantee that everyone gets to their end destination.

 
Text feedback

By using the code at the front of your coach, when you text our customer service team our system can automatically track which coach you are on. Your message will then be sent through to the relevant department and a staff member will always respond. You will also have the option to speak to a staff member for free if necessary.

With you throughout your journey

For some people, the idea of travelling by public transport can be quite a nerve-wracking thing, especially if you're travelling alone. That's why we do our best to ensure that you always feel like our staff are with you along the way.


When travelling with National Express you can expect:

  • Coach stations that are safe and equipped with 24 hour CCTV. Plus, our network of agents working at these stations are on hand to help you in any way.

  • We also have customer service teams at key departure locations to help you find your way.

  • Our drivers are there not only to drive you smoothly to your destination, but to also help you board and take your bags.

Ready for your feedback



While the majority of our reviews are positive, giving us a TrustPilot score of 'Excellent', we still take complaints very seriously. 

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 any complaints to monitor and make improvements to our service.

Please be aware that response times can take up to 10 days to resolve complaints as we want to ensure we have investigated the situation in the most thorough manner. 

To remove any bias from these situations, we will work with external bodies to help resolve any customer issues where necessary, in particular, Bus Users UK.

This is the direction of travel


A belief in accessible and inclusive travel for all.

Looking after you 


Recognition of our responsibility to the environment.

Looking after the environment 


A desire to provide the best service possible.

Our commitment to quality 


Making travel affordable for any budget.

Unrivalled value 

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