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 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.
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:
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.
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:
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.
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.
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