This does not apply to E-Tickets or M-Tickets. We will not be obliged to give you a refund until we have received your unused Ticket. (a) Travel without a valid Ticket: You will be considered not to be travelling with a valid Ticket if you: For the avoidance of doubt, this is a non-exhaustive list of circumstances in which you will be considered to have travelled without a valid Ticket as other circumstances may also show this to be the case. If you have lost or left an item behind,contact our Lost Property Team. As our storage facilities are limited we may only hold on to left or lost Luggage or other items of property for 28 days, after which time we reserve the right to dispose of it in any manner we consider appropriate. Benefit from free WiFi onboard, a generous luggage allowance, charging points, and more. 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. For these purposes, we refer you to the Ombudsman Services of The Brew House, Wilderspool Park, Warrington, WA4 6HL (the ADR Entity). (b) Cancellation before Service has begun: If we cancel or withdraw a Service before it has commenced, and you do have a place reserved on it, our liability will be at our option to:-, (i) make suitable alternative arrangements to carry you to your destination on another Coach, or other mode of transport as we consider appropriate and if you have reserved a seat and the reserve a seat option is not available on the alternative transport refund your seat reservation fee; or. 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. 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. Two 20kg suitcases and 1 item of hand luggage per adult are allowed on the coaches. First Class and Business Class passengers are permitted to carry on board two pieces of carry-on baggage, each weighing no more than 8kg. Children aged between approximately 4 years and 11 years or up to 150cm tall may use booster seats, we carry a limited number onboard most coaches along with our comfort fit seat belts. Please call us to check the latest situation before booking and at least 36 hours in advance of when you would like to travel. Please read these Conditions (along with any Special Conditions that apply to your ticket) carefully before you purchase a ticket to travel on our coach services. Coachcards are not valid on European Services. 03717 81 81 81 - (option 3)(lines open 8am - 8pm 7 days a week). Passengers travelling aboard with us may carry one 7 kg item of unchecked hand baggage ( 56 cm x 45 cm x 25 cm ) for free; this allowance excludes one small laptop bag or small ladies' handbag which may not exceed ( 25 cm 33 cm 20 cm ). 158cm total 15kg-20kg. (a) Packing of Luggage: You must pack all of your Luggage safely and securely, and lock and fasten it, with a view to protecting your Luggage from loss, damage or interference, and to protect any persons or other property on a Coach from being damaged by your Luggage. Track your coach in real time Copyright National Express Ltd 2022 (c) Paid Tickets: You are only entitled to a refund if you have paid for the Ticket which is being refunded. 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. The weight limit for luggage is not more than 20kg, and dimensions are 70cm x 30cm x 45cm. (a) Connections with other National Express Services: We recommend that, when you book Tickets on more than one National Express Service, you allow at least the minimum connection time between those Services as specified in our timetable (as published from time to time). Open returns are not available on European journeys. (i) Non-refundable items: In addition to certain non-refundable Tickets, there are other charges which are non-refundable (including, without limitation, booking fees). We therefore recommend that a passenger wishing to transfer from their wheelchair to a Coach seat makes a booking at least 36 hours in advance of travel, through our Assisted Travel Helpline on 03717 81 81 81 (lines open 8am - 10pm 7 days a week) or using another contact method listed in our Disabled Code of Practice, to allow us to check that your wheelchair (and ancillary equipment if applicable) is safe for stowage in the luggage hold and, if you want to use the wheelchair lift, that the stops that you wish to use are accessible stops at which the wheelchair lift can be deployed and that you can be lifted by the wheelchair lift while in your wheelchair. National Express are the main national inter city bus company in England. Both of these companies offer similar services from about 6. For more information, please visit our Cheltenham Festival page. Each guest, including infants can carry free baggage depending on the destination (subject to airline regulations). Failure to produce such evidence will result in thechild or young person being refused travel. But best of all, snap up. You should choose the Ticket and fare which best suits your needs and consider taking insurance to cover instances where you might have to cancel your Ticket. (c) Unaccompanied children: We will not be obliged to carry any child under the age of 14 on any Service unless that child is accompanied by a responsible person aged 16 or over. Passengers aged 60 and over are entitled to receive a small discount on European journeys. You may film for personal or private purposes provided that such filming does not cause, and is not likely to cause, distress or alarm to any driver, National Express representative or any other customer or passenger. dimensions of 75cm x 50cm x 32cm (max. 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. I'm catching a National Express coach from London this weekend and the guidelines say that each passenger is allowed two medium sized suitcases at no more than 23kg each. 2 medium cases (70cms x 45cms x 30cms) Max weight 20kgs each or 1 Large case (75cms x 50cms x 32cms) Max weight 20kgs ** If booking online with multiple customers, excess luggage is applied to all customers, should excess only be required for 1 passenger, please book separately and add excess luggage for 1 passenger only. (a) Left Luggage: If you leave behind any of your Luggage or other items of property on a Coach, you should notify us as soon as possible and in any event within 24 hours of the end of your journey by calling us on 03717 818181. Children aged between approximately 4-11 years old, or up to 150cm tall, may use booster seats. A maximum of 3 additional items can be placed in the hold. (d) Fragile items: We only agree to carry fragile items if they are of reasonable size and securely packaged in order to not become damaged in the luggage hold, subject to space being available and any charges being paid if the items are excess or outsized items. From time to time, Air India Express may offer tiered fares with 20/30/40 kgs free baggage allowance on selected destinations based on seasonal trends. We will take reasonable care of your Luggage while you are travelling with it on any Journey and if you notify us that you have left it behind and we locate it in accordance with Condition 11.4(a). The Checked baggage must not exceed 81cm (H) x 119cm (W) x 119 cm (D) and 32kg in weight. We request that assistance dogs or animals wear a safety harness or are placed in a pet carrier that can fit on a seat when on board the Coach which shall be attached to the seatbelt of a spare seat. (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. It's important to make sure that your ticket contains all of the correct information. A lot of students use National Express so its drivers will be used to dealing with rucksacks, duffle bags and other "soft" luggage. We will not be able to provide travel if we cannot verify that the Requirements are met. In all other circumstances, any amendment to an E-Ticket or M-Ticket will be made in accordance with Condition 3.5. (iii) Use mobile phones and other electronic devices considerately on all Coaches and in any Station. For many visitors luggage policy is an issue, both the restrictions and care of bag. 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. These Conditions will not apply where you are purchasing a ticket to travel on one of the following services: (a) a service supplied by a Third Party Provider where we are acting as a ticket sales agent for the Third Party Provider. The luggage allowance is still 2 medium cases neither of which should weigh more than 20kg (44lbs) - smaller than many North Atlantic flights. Your one piece of luggage must not exceed 20kg, with maximum dimensions of 70cm x 30cm x 45cm. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. If you are refused travel due to bringing any prohibited items onto any Coach or into any Station, we will not be obliged to refund your Ticket and we will not be liable for any loss, damage, inconvenience or cost or expense you suffer or incur as a result. 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. (a) Making a reservation for a particular Service: Where your Ticket or part of your Ticket is not for a specified Service (for example, where you have purchased an open return) you may make a reservation for a particular Service for the return Journey. - Add one extra item from 8.00 per passenger- Add two extra items from 16.00 per passenger- Add three extra items from 24.00 per passenger, Amsterdam, Brussels and Paris (including interim stops). (a) Travel permitted by your Ticket: Your Ticket permits you to make the Journeys and travel on the Services stated on the Ticket, subject to any restrictions or conditions (such as dates, days of the week, and times within a day on which you may travel) set out on the Ticket or in any Special Conditions applicable to the Ticket. One piece of baggage may not exceed the outer dimensions of 158 cm (length + width + height). If you wish to cancel your Ticket and claim a refund later than 24 hours prior to the departure time shown on your Ticket or after the departure time shown on your Ticket or you are unable to contact the original issuing office you should write to the Refunds Department, National Express House, Mill Lane, Digbeth, Birmingham, B5 6DD, enclosing your Ticket (or in the case of M-Tickets and E-Tickets, the Ticket Number and type) and an explanation as to why you could not use it. If they are travelling in a wheelchair or you wish to book assistance with travel please call our Assisted Travel Helpline before booking and at least 36 hours in advance of when you would like to travel. When will the pilot run? Earn a minimum of 10% cashback when you shop online Find out what makes us the UK's favourite coach company Our blog is the ideal place for travel ideas, news and more Access your ticket information and make amends (lines open 8am - 8pm 7 days a week). If they are travelling in a wheelchair or require assistance, please call our Assisted Travel Helpline. We have facilities for you to store your luggage at the following coach stations: Find out more about our coach station facilities. If you do travel on any Service without a valid Ticket, you must leave the Service when asked, and we will be entitled to remove you from the Coach if you refuse, unless you immediately purchase a valid Ticket for your entire Journey (subject to availability of a seat for your entire Journey) and you pay: (i) the applicable fare as specified by the driver of the Coach or any National Express representative for the Journey which you are making; plus. 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. Small valuable items include bank cards, money, medication, jewellery, precious metals, laptop computers, hard drives, personal electronic devices and mobile phones, and important papers and instruments creating legal entitlements include negotiable documents, securities, business documents, passports, visas, tickets and identification documents. 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. The pricing for the Excess baggage is /9 per each added kilogram, if purchased online during check-in 2 hours before departure. A maximum of three chargeable items can be taken in the hold (maximum 5 overall). (c) Young persons over the age of two: Young persons over the age of two do not qualify for a Child Ticket and will be required to purchase an adult Ticket. BAGGAGE INFORMATION. Does anybody know . We will not be liable to you for any act or omission of any other customer or passenger on a Coach or at a Station. (ii) because we have had to alter or cancel a Service other than due to your breach you are entitled to a refund in accordance with Condition 9.2 above. 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