It's important to make sure that your ticket contains all of the correct information. It's also important to make sure that your luggage does not contain any items that are, for customer safety, not allowed onboard. Failure to do so may result in the child being required to pay the full fare for the journey on that day. (c) Administration Charge: We will be entitled to charge a reasonable administration fee plus an excess fee (if applicable) for making, changing, or amending a reservation for a particular Service. You must check the departure location and times shown on the Ticket as it is your responsibility to arrive at the correct departure point by no later than required under Condition 6.6. You are allowed to take onto a service one or two medium sized suitcases or rucksacks (no more than 20kg per item) free of charge and one small piece of soft hand luggage. Use the tabs below to find more information about the facilities onboard for each carrier. However, if you wish to book travel on the day or otherwise within 36 hours of travel, we will make reasonable efforts to carry out these checks on the day or within any advance notice period provided. Folding pushchairs/buggies will be carried free of charge in the hold, in addition to the standard luggage allowance. Please select your passenger type first and then add your coachcards. (a) You must wear the seatbelt provided at all times whilst seated on the Coach during a Journey (as this is required by law and for your own and others safety). If we take any of the actions in consequence of your bad behaviour specified in this Condition 12 or you are refused travel in the circumstances specified in this Condition 12, we will not be liable to you for any loss, damage, injury, inconvenience or cost that you suffer or incur as a result. (sms or chat based messages are not permissible). Have a question? You will be asked to provide information that your assistance dog/animal is highly trained, such as a certificate, correspondence from the training organisation, ID book, owner training logs, an email or a verbal assessment from the owner confirming what training has taken place. You must label every piece of your luggage with your name, address and contact details. You will be required to purchase a new Ticket at the published fare for the Journey(s) you wish to make to enable you to travel. (b) If you purchase an E-Ticket online or from one our Ticket Machines, it is your responsibility to check the details to ensure that they are correct on the screen before payment is made and on your booking confirmation once received. In such circumstances, the contract will be between you and the relevant Third Party Provider, and will be subject to the Third Party Providers terms and conditions of carriage. you having to buy a Ticket for another Service if you miss your connection), unless caused by our failure to provide the Service with reasonable skill and care. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can contact our Assisted Travel Team on 03717 818181 to talk through your needs (lines open 8am - 8pm, 7 days a week), or email us using our assisted travel form. No single bag may weigh more than 32kg. National Express luggage policy Hold luggage For each person you are allowed to take one or two medium sized suitcases or rucksacks (no more than 20kg per item) free of charge and one small piece of soft hand luggage. Please call us 36 hours prior to travelling to check the latest status. The luggage charge has now been refunded along with a . However, if you wish to book travel on the day or otherwise within 36 hours of travel we will make reasonable efforts to arrange assistance on the day or within any advance notice period provided. (b) a service operated by us as a subcontractor for a Third Party Provider but under our name and branding, where a certain proportion of the seats on that service are allocated to the Third Party Providers customers. We reserve the right to change your pre-selected seat for operational, safety or security reasons (which may include, without limit, to enable us to accommodate any disabled passengers or if you have a seatbelt exemption) at any time, including before or after boarding a Service or during your Journey. Where such transport involves coach travel provided by third parties we recommend that you allow at least 90 minutes between the Service scheduled arrival time and the scheduled departure time of the third party coach. 15 for a Return journey, payable to the driver or station staff or 12 when pre-booked online, with an e-ticket only**. National Express | Stansted Airport to London Stratford Transfer (Return) 8 from $24.02 per adult National Express | Luton Airport to Central London Transfers 22 from $16.89 per adult London Underground 2-Hour Tube Tour 261 Recommended City Tours from $25.17 per adult LIKELY TO SELL OUT* Shared Arrival Transfer London Airport to Hotel Accommodation Find out more about luggage allowances. (g) Customers should insure their Luggage: You should fully insure your Luggage and other items of property with reputable insurers for an adequate amount against all usual and normal risks of loss or damage especially if you are carrying valuable items. It is also your responsibility to check if your Ticket shows that carriage is by a Third Party Provider as this will inform you that your contract is with that Third Party Provider. (f) Refund charge: We will make an administrative charge of 5 per passenger (or such other charge as we may specify from time to time) for giving a refund and cancelling your Ticket except if the refund is made because of a cancellation or withdrawal of a Service as detailed in Condition 9.2 or if covered free of charge by the Special Conditions. Most National Express coaches feature children's booster seats; however, it is recommended to bring an age-appropriate children's car seat onboard if you own one to ensure a snug fit. We will not be obliged to make any amendments to an E-Ticket or M-Ticket after booking, except where you can provide evidence (which we consider to be satisfactory in the circumstances) in order to demonstrate that an error was due to our fault or technical error. must produce it with your Ticket for inspection when asked. (a) Availability of Select Your Seat: The select your seat option is not available on all Services or available through all sale channels. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. Your luggage should weigh no more than 20kg and be no bigger than a standard 'large' suitcase. Make sure you bring it with you. Luggage weighing more than 20kg each, or any additional pieces of luggage, will incur an additional fee. (d) Time limit for refunds: You must make your claim for a refund of a Ticket no later than 28 days after the date on which your Ticket is valid for travel. You will not incur an additional charge for this. If travelling unaccompanied using a Child Ticket, you may be asked to present valid proof of age at the point of boarding or at any point during your Journey(s). If you are allowed to make an amendment to your Ticket and you do so, then this shall constitute an amendment to our contract with you. In all other circumstances, any amendment to an E-Ticket or M-Ticket will be made in accordance with Condition 3.5. Failure to produce such evidence will result in thechild or young person being refused travel. We will carry your Luggage on and subject to these Conditions and any applicable Special Conditions. (d) No refunds: Subject to any Special Conditions that apply to your Ticket, we will not give refunds in respect of any lost, tampered with or spoiled, damaged or corrupted Tickets. Where possible, small valuable items should be carried on your person and important papers and instruments should be kept in a bag, fitted with a lock as you see fit. Children under 14 years of age are not permitted to travel without being accompanied throughout the journey by a responsible person aged 16 years or over.Children aged 14 - 15 years old may travel unaccompanied, as from 5am, arriving at their booked destination no later than 10pm. (e) Return of your Ticket: When making your claim for a refund, you must return your unused Ticket (or the portion of your unused Ticket) to us. We are not a party to any such contractual relationship. (ii) cancel the Ticket, and allow you to claim a refund of the full amount of the fare and any seat reservation fee if no portion of the Ticket has been used, or, if the outward part of a return Ticket has been used, 50% of the fare and any seat reservation fee for the return Journey. Please call us 36 hours prior to travelling to check the latest status. If you fail to comply with this Condition 12, we shall be entitled to restrain you, remove you from any Coach or Station owned or managed by us, refuse you further carriage, cancel your Ticket without refund and take any other measures as we consider necessary, including to involve the police if we consider that there are any security or safety issues. In the event of any conflict between the two sets of terms, the applicable Special Conditions shall take precedence over these Conditions. If you are travelling with more than 1 infant aged 0-2, please book the additional infant as 'Children (3-15). Calls to this number are charged at local rate. Bus Users UKs contact details are: Address - Cobalt Square, 83 Hagley Road, Birmingham B16 8QG, Email address - enquiries@bususers.org and website - www.bususers.org. Should be booked as Children. We will normally release any seats (including those reserved, but unoccupied) within 10 minutes prior to the published departure time. None of our, or our subcontractors, employees, agents or representatives, has authority to alter, modify or waive any of these Conditions or any Special Conditions. BAGGAGE INFORMATION. To do so, you must reserve a place on the particular Service at least 10 minutes in advance of that Services departure time through our website at My Account, at a coach station or through our Customer Service Centre. If you have a Ticket which covers more than one person, the claim for a refund must be made by all of those persons at the same time. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. Except as provided in these Conditions, we shall not be liable to you or any third party for any loss, damage, liability, cost or expense suffered by you or any third party as a result of any alteration, cancellation or withdrawal of any Service by us, or any delay to any Service, or termination of any Service. Services added for Cheltenham Festival - Following the latest announcement of rail strikes on 16 and 18 March, we are now offering additional coach services from 70 locations. We will only be liable for any loss of or damage to your Luggage or other items of property caused by our failure to use such reasonable care and such liability will be subject to Condition 9.4. For the avoidance of doubt, we will not be responsible for such additional costs or losses where caused by Circumstances Beyond Our Reasonable Control or any reason as a result of or in contemplation of Brexit. Alternatively, you may take 1 large item (no more than 20kg) and one small piece of hand luggage Luggage weighing more than 20kg each, or any additional pieces of luggage, will incur an additional fee. (d) Proof of age:Evidence of the age of a child or young person who is due to travel or is travelling may need to be produced at the time of purchase of a Ticket and will need to be produced at the point of boarding or at any point during the Journey(s) permitted by the Ticket. Children aged 12 or under travelling on any European service must be accompanied by an adult aged 18 or over. Passengers aged 60 and over are entitled to receive a small discount on European journeys. If your Ticket does not permit travel on a specific Service (for example its an open return) you will need to make a reservation on a particular Service in accordance with Condition 5 if you want to ensure that there is a seat available on the Service on which you want to travel. (a) Whether you can cancel or amend the time and date of your Ticket will depend on the type of Ticket that you have purchased. Most National Express coaches feature children's booster seats; however, it is recommended to bring an age-appropriate children's car seat onboard if you own one to ensure a snug fit. Firefly has a strict hand-baggage policy to ensure cabin safety and comfort. Should be booked as Children. If, after you commence a Journey, you are prevented from travelling further by reason of illness, we will at our discretion permit you to break your Journey at the next available and safe stop, and to resume your Journey on the next Service which has available seats after you become fit to travel again. (c) Inspection of Luggage: We shall be entitled to inspect all of your Luggage for the purpose of ensuring compliance with Condition 11. If you are travelling in a wheelchair or require assistance, please call our helpline before booking and at least 36 hours in advance of when you would like to travel. Items of luggage significantly in excess of 20kgs may be charged. Book tickets & track your coach anytime, anywhere. Adult fares are applicable to all passengers aged 2+. i'm fine with paying extra. The majority of stops along the routes listed below are accessible to wheelchair users but are subject to change. Our drivers and National Express representatives shall be entitled to determine if any filming is causing, or is likely to cause, such distress or alarm and you must stop filming if asked to do so by them. Unaccompanied children will not be carried. Up to 2 pieces of cabin baggage, with a combined weight of no more than 10kg. Children aged under the age of 2, must be accompanied by an adult aged 18 or over. Children aged between approximately 4-11 years old, or up to 150cm tall, may use booster seats. You are also entitled to two items of hand luggage. In August, much more. Passengers aged 60 and over are entitled to receive a small discount on European journeys. Select a return within 3 months of your outward travel. We shall not be obliged to carry you or your Luggage, and shall be entitled to remove you and/or your Luggage from any Coach, if you refuse to submit your Luggage to a search or if the results of the search reveal any non-compliance with Condition 11 or cause for concern as explained in Condition 11. We will not be obliged to carry any Luggage which has not been properly packed. The absolute maximum weight of any check-in bag is 35 kg (77 pounds) for health & safety reasons. Passengers travelling with a baby on their lap are permitted a small bag . "Luggage" means any suitcase or other bag which you leave in the luggage hold of the Coach, bring onto a Coach, or bring into a Station; "M-Ticket" means a Ticket which can be purchased online or over the telephone from our contact centre and which will be sent to you by SMS, an M-Ticket may also be referred to as an "SMS Ticket". To see a list of accessible coach routes please clickhere. Airlines will usually offer measuring boxes inside airports, where you can put in your bags to check if they fit. Adult fares are applicable to all passengers aged 2+. For those passengers seeking to travel in a wheelchair, we need to carry out the checks listed in our Wheelchair User Guidelines (available from our Assisted Travel Helpline or at https://www.nationalexpress.com/en/help/wheelchair-user-guidelines) to ensure that we are able to provide travel (the Requirements) and we also need to check that the wheelchair is powered by dry cell, or gel-type or lithium batteries only. Per Piece (up to 20kg) 3: 320: 460: 490 1: 680: JPY. Young persons aged 16 or 17 years can travel alone on European services but only if they have a letter of authority from a parent or guardian. (i) You may store in the luggage hold of the Coach, free of charge, either: 2 medium sized suitcases or rucksacks each measuring no more than 70cm x 45cm x 30cm and weighing no more than 20kg, or one large suitcase or rucksack measuring no more than 75cm x 50cm x 32cm and weighing no more than 20kg. If we do agree to replace your Ticket, we may charge you a reasonable administration fee for doing so. I see their policy is 2 medium suitcases pp, no more than 20KG. We shall not be liable to you for any loss of revenue, loss of profit, loss of business or opportunity or business interruption, or any indirect or consequential loss. Unaccompanied children will not be carried. Book a hotel with Holidays by National Express, www.nationalexpress.com/en/help/tickets/open-returns, Bicycles which aren't folded, dismantledand wrapped (we can not accommodate a full-size unfolded frame), Any items which we deem unsafe or are not properly sealed/secured or perishable items, Any items which we deem to have or emit an offensive odour. Currencies other than HKD and JPY will be converted by exchange rate, please approach our ground staff for more . You will have the option of selecting a High Demand Service, where an option exists, as part of the online booking process and where such an option is selected, You acknowledge that the Journey on the High Demand Service is subject to the following conditions: (a) a High Demand Service will only stop at Stations and stopping points where there is sufficient demand and it may not stop at all of the same Stations and/or stopping points as a scheduled Service; (b)a High Demand Service may not be branded in National Express livery; (c) a High Demand Service may not have some or all of the following features: In order to help ensure the safety of our customers and staff, you must, until further notice, whenever travelling with National Express act in a way which is consistent with helping prevent the spread of Coronavirus (COVID-19) and current government guidance. Back to top The remedies listed above shall be your sole remedies in circumstances outlined in this Condition 9.2 and, except as provided in this Condition 9.2, we shall not be liable for any loss, damage, liability, cost or expense suffered or incurred by you or any third party as a result of any alteration, cancellation or withdrawal of any Service by us. Priority will be given to customers travelling with luggage within the free limits. Has anyone run into problems with luggage when using NationalExpress? Adult fares are applicable to all passengers aged between of 26 and 59 inclusive. Open returns are not available on European journeys. (c) Filming: You shall not, without our prior written consent, film on any Coach or at any Station owned or managed by us for any commercial or professional purpose. (b) What happens if you take prohibited items: If you take any prohibited item onto any Coach, we will advise you that they are prohibited, we will remove them from the Coach and the driver will give you a reasonable amount of time, based on timetable of service, to either dispose of the item or make alternative arrangements for the item's transportation. (c) Other border checks: Where we or you are required under any applicable law to provide details of your full name, address and other information concerning your identity and your journey and its purposes you shall, as a condition of your travel with us, promptly comply with all such law and cooperate with us in complying with such law. Failure to do so may result in the child being required to pay the full fare for the journey on that day. Adult fares are applicable to all passengers aged 2+. It will usually be applied for personal items and carry-ons and could be stated as follows: 55 x 35 x 25 cm (22 x 14 x 9 inches). When travelling on a connected train and coach journey, the greater luggage allowance provisions the whole journey. The luggage policy on the website HERE says "You may take one or two medium sized suitcases/rucksacks onto a service (weighing no more than 20kg each) free of charge, and one 03717 81 81 81 - (option 3)(lines open 8am - 8pm 7 days a week). (xi) any items which, in our opinion or in the opinion of any driver of a Coach or National Express representative, are or may be unsafe, or may cause injury, offence or damage to any persons or property, including items with sharp or protruding edges, any item over 20kg in weight or any item which cannot be folded down or packaged to comply with Condition 11.1, or items which are otherwise considered by us to be unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile (and not securely packed) or perishable or in liquid form (and not securely sealed). dimensions of 75cm x 50cm x 32cm (max. If a Ticket is defaced, damaged or tampered with, or lost, it may not be valid for travel. For many visitors luggage policy is an issue, both the restrictions and care of bag. (e) If we agree to carry any particular Luggage or other item of property on any Journey this does not mean that we have agreed to carry that Luggage or other item of property on any subsequent Journey you make, unless it is Luggage that is free of charge. We shall not be liable to you if you miss any Service as a result of your late arrival or your boarding at a different location, and we shall not be obliged to hold up any Service to wait for you, or to provide a place (or any reserved seat) on any other Service, if you miss a Service. We will not be liable for any additional costs or losses you may incur as a result of you missing the departure of the Coach. Want to know exactly where your coach is. Lines open 8am-10pm 7 days a week. Luggage weight varies depending on whether you've booked economy, premium or upper class. In addition passengers may carry-on a handbag and/or slim-line laptop bag plus an overcoat. JPY; Weight Initial Booking Manage My Booking (after initial booking) . (g) No Luggage Stored for Restricted stops: There are some stops where, for safety reasons, we are unable, and are unable to permit you, to load and unload Luggage from the hold of Coaches. (a) Required behaviour: You must ensure that you: (i) Behave in a reasonable, sensible and lawful manner on a Coach and at any Station; (ii) Comply with any request or instruction from any driver of a Coach or any National Express representative; and. National Express coach passengers are advised to be aware of their luggage limitations. Depending on the facts of your case, we may or may not have regard to any process followed by, or recommendations of, Bus Users UK. Refunds can only be provided on refundable tickets or products. (f) Customers must travel with their Luggage: We will never carry unaccompanied Luggage or other item of property (including parcels) in any circumstances. Coachcards are not valid on European Services. What are the luggage restrictions on National Express buses? If you have paid a penalty charge and wish to appeal against the charge, please send your original Ticket, receipt for the penalty charge and a covering letter clearly explaining your grounds for appeal and any supporting evidence to: Customer Relations, National Express House, Mill Lane, Digbeth, Birmingham B5 6DD. (c) Wheelchairs, mobility scooters and pushchairs: Folding wheelchairs, dismantled mobility scooters and folding pushchairs/buggies will be carried free of charge in the hold where these comply with Condition 7.2 or, in the case of buggies/pushchairs, they do not exceed 20kg in weight. Call or get in touch online
If you have any doubts about whether we will carry any particular item, you should obtain our written confirmation before purchasing your Ticket and bring this with you when you travel. If they are travelling in a wheelchair or require assistance, please call our Assisted Travel Helpline. A reservation on a particular Service does not guarantee you a particular seat on a Coach and we may alter any seat which is assigned to you at any time. Subject to Conditions 9.5 and 9.6 our maximum liability to you for any loss, damage, liability, cost and expense, whether in contract, tort (including negligence), for breach of statutory duty or otherwise, arising under or in connection with the contract for your carriage on our Services shall not exceed: (a) where Regulation (EU) No 181/2011 applies and we cause loss of or damage to any wheelchair, other mobility equipment or assistive device, the cost of replacement or repair of the equipment or devices lost or damaged; (b) 500 in relation to all and any loss or damage to Luggage or other items of property which is not covered by Condition 9.4(a); (c) the greater of (i) the cost of your Ticket received by us or (ii) 1,000, in relation to all other losses, damages, liabilities, costs and expenses not covered by Condition 9.4(a) or Condition 9.4(b). Coach Tracker. (b) Period for which your Ticket is valid: Your Ticket is valid for travel: (c) Expiry of your Ticket: When your Ticket expires in accordance with Condition 3.2(b), it is no longer valid for travel. Heyyy, So it's our first time at Glasto this year and we're travelling down by National Express coach from up North - arriving at lunchtime on the Thursday. (c) Storage of left and lost Luggage or other items of property: We shall be entitled to open and examine any left or lost Luggage or other items of property to seek to ascertain who it belongs to and/or for health and safety and/ or security reasons. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. Children under 14 cannot travel alone unless accompanied by an adult (16+). (b) Selecting a seat: If the select your seat option is available to you, you will be given the option to pre-select a seat on your Service as part of the booking process at the time of your original booking, but you will also have the opportunity to pre-select a seat through our website at www.nationalexpress.com/myaccountup to 24 hours before the departure time of the applicable Service, in each case subject to availability and only where you had the option to pre-select a seat during your original booking. : AskUK Vote Posted by u/Sushidate106 6 months ago What if my luggage is in excess of 20kg for traveling with the National Express? If you amend the times or dates of for the Journey(s) permitted by your Ticket as permitted under these Conditions or any Special Conditions applicable to your Ticket, you shall not be entitled to any refund of the seat reservation fee but you may, subject to availability and online only at www.nationalexpress.com/myticket, be able to amend your pre-selected seat to apply to your amended Journey(s) for no additional fee provided that the select your seat option is also available on the Service(s) performing that/those Journey(s). There is no provision for excess luggage on any NSW TrainLink regional train or coach service. Can I take child seat onboard a National Express coach? Children aged 12 or under travelling on any European service must be accompanied by an adult aged 18 or over. (a) Making the claim: If you wish to cancel your Ticket earlier than 24 hours prior to the departure time shown on your Ticket you may claim a refund from the office or agent who issued the Ticket. 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