National Express – Help Center

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National Express is the largest coach network in the UK. With a fleet of over 29,000 vehicles, they offer a range of fares to get you to your destination.

Want to make changes to your booking? Before making any changes, please check your fare conditions, ticket validity, and available change options in the Omio app or your confirmation email.

If your ticket allows for changes, you can modify it through Your Bookings.

If your ticket cannot be changed online, please contact our Customer Service team for further assistance.

If the fare conditions of your ticket allows for cancellation, you can easily do this through Your Bookings.

You can check the fare conditions, ticket validity, and available refund options in the Omio app or in your confirmation email.

If you can't cancel your booking online, please contact our Customer Service team.

National Express tickets only include the name of the lead passenger who will need to travel with ID. Other passengers are not named on the ticket.

If an exchangeable fare has been chosen, the name on the ticket can be changed. You can do this via the National Express website by clicking here.

There is only one standard class available with National Express. All seats have plenty of legroom and are equipped with charging points and WiFi.

Unfortunately accidents can happen, and unexpected disruptions do sometimes occur.

If your journey is delayed or cancelled, you may be eligible for compensation. Please contact our Customer Service team and we will be happy to assist you with your claim.

For the latest updates on announced disruptions, delays, and cancellations, please visit our Service Disruptions page before you travel.

Infant: Under 2 years old. One infant travels for free if accompanied by an adult with a valid ticket. Child fare applies to additional infants.

Child: 3-15 years old. Children under 14 years old are not allowed to travel alone and must be accompanied by a responsible person aged 16 or over.

Adult: 16+

No seats are assigned on National Express tickets, and seats are chosen when boarding on a first-come-first-served basis. You can, however, reserve a seat prior to departure on National Express’ Manage My Booking page for a fee from £2.

You can show your ticket on your mobile device when boarding, either in the Omio app or by downloading your PDF ticket.

To request additional assistance, National Express recommends that you fill out this online form at least 36 hours prior to the departure of your trip. Please see their accessibility page here for more information.

You can travel with two medium-sized (70x30x45cm) suitcases weighing up to a maximum of 20kg each. These cases will be stored in the hold of the bus.

You can also take a small piece of luggage (45x35x20cm)on board with you, provided that it fits under the seat.

Additional luggage can be purchased by contacting National Express directly.

Guide dogs travel for free on all services. Unfortunately, all other animals are not permitted on National Express services. To book a journey with a guide dog, please email National Express 36 hours before departure at addl@nationalexpress.com.

Only folded bicycles can be taken provided they are stored in a case. You do not need to make a special reservation, a bicycle is simply classed as a single piece of medium luggage.

National Express recognise the important part they have to play in reducing emissions and combating climate change. This is why it’s their vision to be the UK’s most sustainable coach company, with a commitment to making their coach fleet zero emission by 2035.

You can read more about National Express’ sustainability initiatives on their website here.

National Express does not currently support any discount cards.

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