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.
Fully Flexible and Standard fare tickets can be altered directly via the National Express website by clicking here. Simply enter your booking number in order to access your journey and begin making changes. Should you require assistance, don't hesitate to reach out to our customer service team by clicking here.
You can cancel tickets online via the "Your bookings" page. Here you can check the refund total, inclusive of any cancellation fees, before deciding to proceed.
Please note that you will only be able to cancel your tickets if you purchased a refundable fare type. This information is printed on your ticket.
Fully Flexible - This ticket can be cancelled up to 72 hours before departure. Changes can be made free of charge and at any time up until the scheduled departure time. Cancellations are subject to a £5 fee per passenger.
Standard - This fare allows you to change the time and date of travel for a fee of £5 per passenger. If your new journey is more expensive, you will also need to pay the excess fare.
Restricted - This ticket cannot be changed and is non-refundable. Available at the lowest prices, these tickets are a great choice for those travelling on a budget.
It is not possible to change the name shown on your ticket. National Express tickets only include the name of the lead passenger. This person will be required to provide identification if requested. No other passenger will need to show identification in order to travel, provided they are travelling with the lead passenger.
Was your journey delayed or cancelled? If so, then you are entitled to request compensation directly from National Express. Their customer service representatives are available 24/7 and can be contacted via email, live chat, telephone and social media channels. Simply quote your booking number and make your request.
Seat assignment is based on availability at the time of booking. Groups of passengers in the same booking will be seated as close together as possible.
Want some extra legroom? You can reserve a front row seat and stretch out by purchasing a seat reservation directly with National Express from as little as £2.
You can simply present your ticket on your mobile device. Please ensure that the full ticket is rendered, as pictures and screenshots will not be accepted. If in doubt, try using the Omio mobile app.
If you require additional assistance, National Express recommend that you contact them on firstname.lastname@example.org with your name and the date of travel in the subject heading.
For journeys departing in less than 36 hours, customers are advised to call National Express directly on 03717 818181 (UK) or 0044 3717 818181 (International). They are open from 8am – 10pm, 7 days a week.
You are entitled to travel with up to two medium-sized (70cm x 30cm x 45cm) suitcases weighing up to a maximum of 20kg each.
These cases will be stored in the hold of the bus. In addition, you can take a small piece of soft luggage (45cm x 35cm x 20cm) on-board with you provided that it fits under the seat in front of you.
Still not enough? Additional luggage can be purchased by contacting National Express directly.
Guide dogs travel for free on all services. All other animals are not currently permitted on National Express services.
For domestic (UK) journeys, folding bicycles may be taken provided they are stored in a padded or hard case. Folding bicycles may also be transported on European journeys between London, Amsterdam, Paris and Ireland. You do not need to make a special reservation, a bicycle is simply classed as a single piece of medium luggage (see luggage restrictions above).
Please, consider that this number is not a general one. It connects to “Changes in my booking” department.
Please, be ready to provide: your booking number or email
Phone service is available in English from 0900-1730, Monday to Friday (CET).
Due to the fact that booking changes can involve multiple steps and because travel providers can update their prices, we would recommend that you give us a call if you wish to change your booking.