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All of the National Express buses have wheelchair access. To ensure that assisted travel is available, we need to carry out certain checks to ensure your experience with us is a happy one. The wheelchair must be compatible with the space available on National Express and that the combined weight of the passenger and wheelchair doesn’t exceed the weight of the lift.

Two medium-sized suitcases that weigh no more than 20Kg each, plus a small piece of hand luggage, are permitted. Smaller items such as laptops can be placed on overhead shelves in the bus, while larger items are safely stored outside under the floor. You’ll be given a ticket which you must keep to retrieve your bag.

National Express is fully committed to the environment. Travelling by bus has been proven to be substantially less harmful to the environment than any other form of travel. A full bus of 50 passengers potentially removes 50 cars from the road. Our white coach fleet is Euro VI standard which is the highest engine emission standard currently available. Our Levant III buses produce 13,6% less GHG emissions per passenger/km than any Euro VI coaches in an urban environment.

Definitely, National Express welcomes all trained assistance dogs onboard permitted that you provide a copy of the certificate of training the dog received.  A copy of the dog’s  ID book or any other proof that confirms that the relevant training took place will also be accepted. It is advisable for customers making use of this service to pre-book to ensure a comfortable spot on the bus providing the dog with enough space to lie down during the trip.

Refunds are only available on Fully Flexible fares. If your ticket is refundable (read point 8 of our Conditions of Carriage), you'll need to cancel it no later than 72 hours before your departure time to get a refund. If you're entitled to a ticket refund, get in touch with our Contact Centre. 

NOTE: You can board any available coach 12 hours before or after your original departure time. Amend your ticket at a Travel Shop where facilities are available but note that our restricted travel option does not permit any alterations to your booking or any refunds.

Please note, it is only possible to request an exchange within the timeframe allowed, as mentioned in the exchange policy of your booking. Busbud cannot modify or exchange your booking. If your ticket is exchangeable, you must contact National Express directly to request an exchange.