FAQs

We try to run services whatever the weather. However, when the weather is bad enough for us to suspend services, we will provide the latest updates on our website and social media platforms.

Yes you can, however this will be subject to availability as services may be full with pre booked customers, so it is always advisable to purchase your ticket in advance. To learn how to book in advance, please visit our related article here .

If you would like to purchase a ticket from our drivers, please be aware of the following:

• Drivers cannot make a reservation for a connecting service – if your journey requires a change of coach you must purchase a ticket from each driver
• Drivers can only issue; single (one way), day return and open dated return tickets, please ensure you obtain a ticket from the driver which you should carry at all times.
• Drivers should be in a position to sell tickets, although if there are ticketing facilities available they may refer you to the ticket office, to purchase your ticket. It is always advisable to purchase or amend your ticket in advance of travel to avoid unnecessary delays to services.
• Drivers are unable to sell tickets at Heathrow Airport. If you need to buy a ticket these can be brought before boarding from ticket vending machines. 

For the very best fares we always recommend booking online in advance of your travel date.

If you have picked up the wrong bag/luggage please fill in our lost property form here.

You may take your Bicycle/E-Bicycle on your National Express journey, providing it fits both the below criteria:

• it is designed to fold in half by means of a special link in the main frame – non-foldable bikes are not permitted
• it is carried in an appropriate padded or hard bike case, suitable for the purpose. – cardboard boxes are permitted providing it is sealed securely. 

Electric scooters and Electric unicycles are strictly prohibited.

On European services folding bikes are permitted on journeys between London and Amsterdam, Paris and Ireland. Again, they must be appropriately packed in an appropriate padded bag or hard case, suitable for the purpose.

Bicycles that are not correctly packed or do not meet the above criteria will be refused carriage, for luggage allowance purposes bikes will be considered as being equal to one suitcase.

Prepare your luggage

Lengthy luggage policies can be confusing. Here’s our quick guide to making sure your luggage is good to go.

• Weigh it – You can take one large item* (max weight 20kg) on your coach journey, plus a small piece of hand luggage (max weight 10kg). Find out more about luggage allowances.
• Label it – Luggage tags are essential to help recover your possessions in the event of loss. Secure luggage tags with your full name and address, then secure them to each luggage item before boarding your coach.
• Secure it – Even though your luggage will be stowed in our secure luggage holds, it’s always worth taking an extra moment to make sure your luggage is securely locked before boarding your coach. You can print your luggage label here.

It’s also important to make sure that your luggage does not contain any items that are, for customer safety, not allowed onboard. For more info, see our list of prohibited luggage items.

*Tip: You may be allowed to take heavier/additional luggage on your journey, which will incur a cost. For full info, please see our full luggage terms and conditions.

Check your ticket

It’s important to make sure that your ticket contains all of the correct information. Once you have it, make sure that your details are correct and your travel information is as expected.

Tip: Booked using your Coachcard? Make sure you bring it with you. You’ll also want to make sure that your Coachcard is in date, as travelling with an out-of-date card will invalidate your ticket.

Before leaving home

Before you set off for the coach station, run through our checklist to make sure you have everything you need:

1. Aim to arrive at the coach station at least 10 minutes before you’re due to depart – this helps your coach to keep to its scheduled timetable.
2. Make sure you have your ticket to hand and that it is valid for the coach you want to travel on (most importantly, the right time and date!). If you’ve booked using a Coachcard, make sure you bring it with you, along with a proof of age.
3. Check that your luggage is securely fastened and labelled with your contact details in case of loss.
4. Plan your journey – make sure you know where your destination stop is, what time you’ll arrive there and where you need to go once you get off the coach.
5. Want to know exactly where your coach is? Keep track of its journey – even before you get onboard – by using our Coach Tracker.

USB Charging
Our coaches are fitted with USB A charging points on the back of our chair. On some coaches the design may differ is there is a 240v household plug socket instead.

Free Wi-Fi
Our Wi-Fi service is available on our National Express branded network of coaches and it’s free to use!
Simply connect to the Wi-Fi network named “National Express Coach”

Reclining Leather Seats
The majority of our coaches have leather reclining seats. The below images details where the recline button is. In addition there are foldable arm rests, and a tray table on the rear of the seat which incorporates a cup holder and stand for your smart phone.

On Board Toilet
All our National Express Coaches have a toilet on board.* This is located at the back of the coach and also includes a sink. The toilet can be used during your journey.

Personal Ventilation & Reading Light
Above your seat your will find a vent that you can easily open for cool air and a reading light.

Some services also include a break – see: Do your coaches make toilet stops?

In exceptional circumstances we may need to use additional non National Express branded vehicles to meet demand on our network, these vehicles may not be fitted with all the facilities listed above.

1. Booking online
Use the Journey Planner on our homepage to buy your ticket. Help on our journey planner can be found here.

Your ticket will then be sent to you along with an order confirmation email – simply print the ticket email and bring it with you.

With a range of payment methods, paying for your ticket has never been so simple. Pay now using your credit/debit card, Paypal, Apple Pay, or Amazon checkout.

If you have a voucher code please visit our Using a voucher code page to see how to redeem and save money.

2. Contacting our booking line.

You can call our telephone booking line on 08717 81 81 81 (Lines open 7 days a week, 10am – 6pm. Calls to this number cost 13p per minute plus your telephone company’s access charge.)

Phone bookings incur a £3 booking fee.

3. Booking at the coach station
You can also book your ticket at one of our manned coach stations, by using one of our easy to use ticket kiosks, or by speaking to a member of staff.

4. Directly with the driver
You can buy direct from the coach driver on the day of travel with cash, but this is subject to seat availability on the coach. Booking in advance of travel is highly recommended. 

5. Booking with Payzone
Payzone offers customers the ability to pay for services and settle bills at locations such as convenience stores, supermarkets and other local retailers. Head to your nearest Payzone store to buy coach tickets today and keep your journey on track.

To find your nearest Payzone store, visit Payzone.co.uk.

1. Online via the National Express Website
Use the Journey Planner on our homepage to buy your ticket. Help on our journey planner can be found here.

Your ticket will then be sent to you along with an order confirmation email –  you can use your e-ticket to board the coach or simply print the ticket email and bring it with you.

With a range of payment methods, paying for your ticket has never been so simple. Pay now using your credit/debit card, Paypal, Apple Pay, or Amazon checkout.

If you have a voucher code, please visit our Using a voucher code page to see how to redeem and save money.

If you are looking to purchase a Coachcard – please visit this guide.

Online bookings incur a £1.50 booking fee when checking out as guest. When logged into your account there is no booking fee.

2. Using The National Express App
You can download our App for the following locations:
iOS App Store
Android Play Store

3. Over the phone
You can call our telephone booking line on 08717 81 81 81 (Lines open 7 days a week, 10am – 6pm. Calls to this number cost 13p per minute plus your telephone company’s access charge.)

Phone bookings incur a £3 booking fee.

4. At a Coach Station
You can also book your ticket at one of our manned coach stations, by using one of our easy-to-use ticket kiosks, or by speaking to a member of staff.

5. Directly with a driver
You can buy direct from the coach driver on the day of travel*, but this is subject to seat availability on the coach. Drivers can accept cash, however please pay with a card where possible. It is highly recommended to book in advance where possible.

*You cannot purchase a ticket from a driver in any of our Heathrow stops – there are ticket vending machines which allow you to purchase tickets on the day of travel

6. At a Payzone retailer
Payzone offers customers the ability to pay for services and settle bills at locations such as convenience stores, supermarkets and other local retailers. Head to your nearest Payzone store to buy coach tickets today and keep your journey on track. Payzone stores allow you to pay for your tickets by card or cash.

To find your nearest Payzone store, visit Payzone.co.uk.

Payzone bookings incur a £1.00 booking fee.

Always check your e-mail inbox for any updates along with your junk mail to ensure you’ve not missed anything. We aim to contact all candidates within 24 hours of successful application submission (this applies to weekdays only). 

If you are experiencing issues completing the online application form, please contact a member of the HR team who will be happy to help by emailing hr@selwyns.co.uk.

Not necessarily. Any requirement will be made clear to you during the recruitment process. For driving roles, you can expect some basic skills assessments and a driving assessment as part of the process.

Our drivers and staff will assist with the loading of your luggage on and off the coach, but for items weighing over 20kg you may be asked to load them yourself.

Print off your free downloadable luggage tag(s) here.

All of our coaches running network services are wheelchair accessible and offer step free boarding via the lift at the front of our vehicles. Our drivers will be there to assist you with the boarding process.

Please visit our accessibility and inclusion webpage for detailed information regarding travelling with a wheelchair and the assistance we can provide.

To talk through your needs, you can contact us by email using our assisted travel form alternatively you can call us on 0371 781 8181. (lines open 8am – 6pm, 7 days a week)

Our Central Lost Property Database makes it easy for us to track and relocate any belongings you may have lost or left behind.

As our lost property tracking system requires a lot of upkeep and administration time, in addition to the cost of reuniting your items, we charge customers a small fee when items are reclaimed. Our fees are dependant on the item found:

If you have lost or left an item behind, contact our Lost Property Team.

Service Updates
Follow us on X (formerly Twitter) @nxupdates for the latest service information.

Following your journey
Coach Tracker is your handy tool for real-time updates on where your coach is on its journey, as well as upcoming service times. For more information and a step-by-step guide on how to use Coach Tracker, please visit our Live coach tracking page.

Stops currently served on our network
If you’re looking to find out which is the best stop for you to use, you can look at both our Digital Timetables or our interactive Route Map ​​​​​​​ to explore and make plans.

If you have a specific question about a potential disruption to your service, please contact us using our Pre Travel enquiries form

If you have taken someone else’s luggage whilst travelling on our services or at one of our stations please complete our lost property form which can be found by clicking the below link.

Link to form – Lost Property Form

When completing the form, the the dropdown box called “Loss Category”, select the option “I picked up someone else’s luggage”

Our lost property team are on hand to try and reunite you with your missing item.
If you have lost an item whilst travelling on our services or at one of our stations please complete our lost property form which can be found by clicking the below link.

Link to form – Lost Property Form
 

Note: The quickest way to report your lost item is using the link, there is no direct telephone number for lost property department, if you need to get in touch please visit our Contact Us Page

Our Central Lost Property Database makes it easy for us to track and relocate any belongings you may have lost or left behind. As our lost property tracking system requires a lot of upkeep, in addition to the cost of reuniting your items, we charge customers a small fee when items are reclaimed.

If you wish to book connection assistance at any of our eligible stations please fill in our assisted travel form, and a member of the Assisted Travel team will get in touch with you via email to help.
Alternatively, you can contact us by visiting our Contact Us Page for multiple ways to get in touch.

We recommend that a passenger wanting to travel in or with their wheelchair books assistance at least 36 hours in advance of travel by contacting our travel assistance team so they can carry out the relevant checks. 

If you wish to book travel on the day, or are not able to give us 36 hours notice, we will make all reasonable effort to accommodate travel and carry out the relevant checks in the time frame given.  

Please fill in our assisted travel form, and a member of the Assisted Travel team will get in touch with you via email to help. Alternatively, you can contact us by visiting our Contact Us Page for multiple ways to get in touch.

Our accessibility code of practice can be found by visiting our dedicated page here

We encourage you to notify us 36 hours ahead of travel if you want to travel with your assistance animal, so we can carry out the relevant checks. Please contact us using our assisted travel form.

If for any reason you are having difficulty completing the form you can email us at: addl@nationalexpress.com

Your mobility scooter can be taken with you as long as it weighs no more than 20 kgs./44 lbs, or when dismantled, each part weighs no more than 20 kgs./44 lbs. The battery of the scooter must either be a dry cell or gel battery for us to transport this in our luggage hold.

Please note the mobility scooter must be folded away/dismantled by yourself, at which point the driver will load/unload the scooter for you.

We also can accept other mobility aids such as walkers, crutches or canes.

Please contact us by visiting by using our Assisted Travel Form so that we can inform your driver of this requirement against your ticket details.

If you are looking for information on Wheelchairs, please see: Do you offer assistance for wheelchair users?

If you have taken someone else’s luggage whilst travelling on our services or at one of our stations please complete our lost property form which can be found by clicking the below link.

Link to form – Lost Property Form

When completing the form, the the dropdown box called “Loss Category”, select the option “I picked up someone else’s luggage”

We want to get to know you so just be yourself! Here are some top tips you may find useful:

• Look the part and dress professionally.
• Read the confirmation e-mail thoroughly to ensure you bring everything that is needed for the interview/assessment.
• Remember to smile

This is role dependent. However, for driving roles, you should anticipate taking part in medicals, drugs and alcohol testing, as well as Criminal Records Bureau checks. 

Yes, since we have several experienced drivers who hold international licences, we can offer travel in both the UK and across Europe.

VAT on coach hire is zero rated, so there is no VAT chargeable on your hire. 

No, all hires must be fully paid before travel. Our standard terms are 25% deposit on booking, with the balance due 14 days prior to the hire date.

Yes, multiple pickups and drop-offs are possible. The hire cost is based on the total mileage travelled which will include multiple pickups/drop-offs as requested.

All relevant vehicle details, including their sizes, can be found at our Fleet page.

Yes, all our drivers have enhanced DBS checks.

We do! And while we encourage everyone to have fun, we only ask there are no distractions to the driver whilst the vehicle is moving.

Yes, we offer wheelchair accessible vehicles to support wheelchair users who need to stay in their chair, or for those that may need assistance getting onto the vehicle.

Yes, we accept assistance and support dogs as per the Equality Act 2010, though please don’t let them sit on the seats.

Of course! We don’t mind you bringing refreshments aboard, provided you clean up afterwards and don’t distract the driver whilst the vehicle is moving.

We do, we can include this in your quote.

Yes, although we are unable to provide someone to serve them during the journey.

As per our data protection policy, we will delete your details and your application after 6 months. You can withdraw your application at any time by e-mailing hr@selwyns.co.uk

Please dress smartly. For driving roles please ensure you are wearing suitable driving shoes.

All interviews will be held in person. You will be given further information and guidance should you be successful in securing an interview with us.

All benefits and perks can be found at our Benefits page here.

All rates of pay can be found in the details of each role advert.

The type of contracts available will depend on the role and requirement of the business at the time. Our job adverts will make it clear what type of contracts are available. We encourage you to discuss this further with the recruiting manager during the interview process.

For most roles, you can re-apply after 6 months.

As part of the process, we will look at whether you meet the criteria for the role and are eligible to apply. For driving roles, you must have a full, UK PCV licence with at least one year’s driving experience.

We recommend you keep checking our website. You can find all of our latest and current roles on the Careers page.

All vacancies can be found via our Careers page here. Once you have identified a suitable vacancy and carefully read over the details of the role, simply click on apply and follow the instructions.

Our team of supervisors offer 24/7 round-the-clock support should you need help with any issues, concerns or queries.

Whatever you require, we’ll always be there for you during your journeys, supporting you with:

• Immediate response to incidents: Breakdowns, route delays, or compliance issues can be handled instantly — no need to wait until morning.

• Reduced downtime: Our vehicles can get back on track faster when help is always available.
  
• Faster coordination: Drivers and customers can get in touch with staff anytime whenever they need support.