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Accessibility and Inclusion with the National Express

Everything you need to know about accessibility and inclusion at National Express.

The aim is to create an accessible service which is inclusive of all the customers and their needs.
National Express consistently receive feedback and use this to review their processes and practices so that they can continue to improve these services for all.

Code of Practice for disabled customers

With over 21 million customer journeys every year, National Express are committed to continually improving the service they provide. They will always listen to customer feedback to make sure they get things right. National Express monitor the processes they have and amend them as necessary to maintain high levels of service for our disabled customers. 

National Express are committed to ensuring that all customers are treated with respect by all of the staff. National Express staff are trained to deliver great customer service which includes a commitment to equality. They also provide disability awareness training for our staff who deal directly with the travelling public or issues relating to the travelling public.

Their aim is to deliver an outstanding service to every customer, every time and to ensure everyone can make use of the services, as long as it is safe to do so.

National Express also give advice and guidance to their station staff and drivers on how they can best serve their disabled customers.

Information and guidelines for wheelchair users

National Express welcome and appreciate feedback about their services and will always listen to feedback regarding accessibility and inclusion. As a result, they’re making improvements these include some clearer guidelines which can be found below.

National Express are also reviewing their other communications and reminding all of their drivers, coach station staff and ticket office staff of their policy. National Express look forward to welcoming on board as many wheelchair users as they are able to, in accordance with their policy.

If you are a wheelchair user and are booking travel with National Express in advance or at the time of travel, they need to carry out certain checks to ensure they can provide travel. These include:

  • that the wheelchair is compatible with the space on the coach
  • that the combined weight of the passenger and the wheelchair do not exceed the maximum weight capacity of being lifted by the wheelchair lift;
  • that the stops at which the passenger wishes to board and alight the coach are accessible stops at which the wheelchair lift can be deployed; and
  • that the particular coach on which the passenger wishes to travel is not already fully booked.

You are not required to book in advance, however National Express recommend that you contact them on the following local rate telephone number: 03717 81 81 81 (lines open 8am – 10pm 7 days a week) 36 hours in advance of travel to give them time to carry out these checks, if you wish to book travel on the day they will make all reasonable efforts to carry out these checks on the day. If all checks are clear, they will be able to complete the booking.

Arranging assistance

National Express have a dedicated team to support customers, you can contact the Assisted Travel Team to talk through any assistance needs on 03717 81 81 81 (lines open 8am – 10pm 7 days a week), or email
More details can be found on their Contact Us page

Coach Station Facilities

To download or view a full list of facilities, including accessibility features available at the coach and bus stations, please see the Facilities Directory. Alternatively please contact the National Express Assisted Travel Team. They also have some of their sites listed on AccessAble, which includes more details of the accessibility of National Express sites.

Click Here to visit the page where you can view the list of stops where the lift can be deployed

Digital Accessibility

National Express recognises the importance of making its web services available to the largest possible audience and has attempted to design and develop this website to be accessible by all users. They have recently completed an accessibility review of their website and have identified areas which need development.

To book coach travel online, please use the Journey Planner on the National Express homepage for their most up to date booking experience. They are working to make their website accessible for all of their customers and welcome feedback on how they can improve.

Where possible this website has been coded to comply with the World Wide Web Consortium (W3C) Web Accessibility Guidelines Priority Levels 1, 2 and 3 (Conformance Level “AAA”).

National Express will continue to test future releases of this site and remain committed to maintaining its compliance with appropriate accessibility guidelines and serving the widest possible audience for their services.
For questions about their continuing efforts to make web-based information accessible to all users, or to report an accessibility problem on any of the National Express pages, please contact us.

Sunflower Lanyard Scheme

National Express are now taking part in the Sunflower Lanyard Scheme.

Living with a Hidden Disabilities can make daily life more demanding for many people, but it can be difficult for others to recognise, acknowledge or understand the challenges faced. The Hidden Disabilities Sunflower suggests happiness, positivity and strength and intends to allow everyone with Hidden Disabilities to choose to be subtly visible when they need to be.

For anyone who would like a lanyard please contact the National Express assisted travel team on 03717 81 81 81 (lines open 8 am – 10 pm 7 days a week), or email
Further information on the Sunflower Lanyard Scheme can be found here.

Click Here to read more on: Arranging assistance, Travel with wheelchairs, Travel with Mobility Scooters, Assistance services, Assistance dogs, Things unable to support, Disabled Coachcard, National Express Assisted Travel team, Relevant Legislation and Contacting them.

Published: 11th March 2020

Source: National Express

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