If you are not happy with how we have handled your complaint once we have completed our internal complaint process, we are obliged to inform you of an approved alternative dispute resolution entity which is competent to deal with your complaint. (c) You may leave the Service at an earlier stop where you: (a) tell the driver when you board the Service that you wish to do so (so that your Luggage can be placed in an appropriate location in the luggage hold) unless that earlier stop is one at which unloading of Luggage is restricted if you are travelling with Luggage in the hold; and (b) you pay the driver or other National Express representative any additional fare payable as a result of you leaving the Service at an airport stop rather than the booked finish point of your Journey. 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. We carry a limited number onboard most 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. (b) Excess or Outsized Luggage: We shall have no obligation to carry Luggage in excess of the permitted amount or size or which doesnt fit into a standard luggage shape (including for example only, sports equipment such as surfboards, skis and fold-up bikes, tents and musical instruments) but we may, at our entire discretion, agree to carry additional pieces of hold Luggage, or outsized items, subject always to space being available and on payment of a charge for each extra or outsized piece. A cabin bag up to 10 kg weight (56cm x 45cm x 25cm) You can pay 12 per kg for baggage that exceeds your total weight allowance. What's more, our friendly drivers will load your bags onto the coach for you, making the start of your journey even easier. Please note, you may be required to show proof of age at any point during your journey. Please note, you may be required to show proof of age at any point during your journey. Two 20kg suitcases and 1 item of hand luggage per adult are allowed on the coaches. Other items must have no one dimension greater than 85cm. Back to top 03717 81 81 81 - (option 3)(lines open 8am - 8pm 7 days a week). We have three different Coachcards available, each offering savings of 1/3 on all of our Standard and Fully Flexible coach fares all year round. Our luggage is 1 large, two medium. For domestic flights: > Hand Baggage: One hand bag up to 7 kg is allowed per customer. To see a list of accessible coach routes please clickhere. 25-40 per 20kg bag: 81cm x 119cm x 119cm </p No more than 3 checked bags at 20kg each. We will determine whether your appeal will be upheld or not. With the exception of briefcases no hard-shelled cases, wheeled bags or hard framed rucksacks/backpacks arepermitted on board for safety reasons and must be stowed in the luggage hold of the Coach. 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. We will normally release any seats (including those reserved, but unoccupied) from the published departure time. 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. 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. Weigh it - you can take two medium-sized suitcases (each weighing no more than 20kg) on your coach, plus a small piece of hand luggage. 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. In August, much more. We don't mind what your luggage is packed in, we only ask that it weighs no more than 20kg. (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. You must allow plenty of time for a Service to arrive in time to connect with any of our other Services or services provided by third parties. If we cancel your Ticket, and/or refuse to carry you on any of our Services, due to your breach of any of these Conditions and/or any Special Conditions that apply to your Ticket, we will have no obligation to refund the fare nor any other liability to you. (b) Cancellation of your Ticket: We also reserve the right to cancel your Ticket, and/or refuse to carry you on any of our Services, if you fail to comply with these Conditions and/or any Special Conditions that apply to your Ticket. (a) Immigration checks: Where a Coach is required to stop at any immigration, passport or customs check-point, the Coach will wait for a reasonable period to enable all normal checks to be carried out, However, the Coach will not be obliged to wait for any passengers who are detained or delayed for any reason and will be entitled to depart after that reasonable period leaving any detained or delayed passengers behind. It's also important to make sure that your luggage does not contain any items that are, for customer safety, not allowed onboard. Children aged under the age of 2, must be accompanied by an adult aged 18 or over. (b) Unaccompanied children: We will not be obliged to carry any child under the age of 16 on any European Service unless that child is accompanied by a responsible person aged 18 or over. Make sure you bring it with you. To obtain a refund you must comply with Condition 10 below. Alternatively, you can write to us at Customer Relations, National Express House, Mill Lane, Digbeth, Birmingham B5 6DD or via any other advertised address for the purpose. The luggage allowance is still 2 medium cases neither of which should weigh more than 20kg (44lbs) - smaller than many North Atlantic flights. (f) You must hand over lost Luggage or other items of property of other people: If you find any property of any other person on any Coach or at any Station that we own or manage, you must hand it over to us immediately. If you travel with a Ticket that has been spoiled, damaged or corrupted in any way, it will be treated as invalid and you will be considered to have travelled without a valid Ticket. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. If you want to use the wheelchair lift, we also need to check that the stops at which you wish to board and alight the Coach are accessible stops at which the wheelchair lift can be deployed and that the combined weight of you and your wheelchair is capable of being lifted by the wheelchair lift. Notwithstanding the drivers assistance, it is your responsibility to see your Luggage put on and taken off a Coach, or checked-in atany Station where check-in arrangements apply. Call or get in touch online The charges will be confirmed during the booking process. Failure to do so, may result in the full adult fare being charged. No single bag may weigh more than 32kg. weight 20kg each. it's written on the website that they only allow luggages weighing no more than 20 kgs with max 75 cm height but mine weigh 32 kg and around 76 cm in height. (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. Can I take child seat onboard a National Express coach? Can I take child seat onboard a National Express coach? For the avoidance of doubt, making a claim for a refund does not guarantee that we will issue a refund, as refunds are only payable in the circumstances described in Condition 10.1 above. For Economy Class (Domestic Sector) the permissible free baggage allowance (FBA) is 25Kg. This also applies even if you have reserved one of the front seats and you will not be entitled to a refund of any fee paid for reserving such seat. For more info,see our list of prohibited luggage items. (d) If you believe that the Ticket we have sent or issued does not meet the information you provided at the time of booking, please contact us immediately and, at least, within the timeframes set out in paragraph (e) below. Your one piece of luggage must not exceed 20kg, with maximum dimensions of 70cm x 30cm x 45cm. Children under 14 cannot travel alone unless accompanied by a responsible adult (16+). (a) Children under the age of two: Children who are under the age of two shall qualify for a Child Ticket. The pricing for the Excess baggage is /9 per each added kilogram, if purchased online during check-in 2 hours before departure. with no other time(s) specified thereon) three months from the date of outward travel. Your Ticket is our property and shall be returned to us on request. We therefore recommend that a passenger wishing to travel in their wheelchair makes a booking at least 36 hours in advance of when they wish to 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 give us time to carry out these checks. Children under 14 cannot travel alone unless accompanied by an adult (16+). 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). Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian. (a) What are prohibited items? Per Piece (up to 20kg) 3: 320: 460: 490 1: 680: JPY. (b) Cancelling or changing reservations for a particular Service: Where permitted by any Special Conditions which apply to your Ticket, you may cancel or change your reservation for a particular Service by giving notice to us at a coach station or through our customer Service Centre within the time specified in the Special Conditions applicable to your Ticket. (c) Spoiled, Damaged or Corrupted Tickets: If your Ticket has been spoiled, damaged or corrupted in any way (including by it or any information on it being obscured in a way we consider is, or is likely to be, accidental) then we may, at our entire discretion, replace your Ticket if you ask for a replacement Ticket a reasonable time before your scheduled departure and you provide us with proof of your purchase of the Ticket, your identity and a reasonable explanation for why your Ticket has been spoiled, damaged or corrupted. 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. One infant aged 0-2 travels free when accompanied by an adult with a valid ticket. For the safety and comfort of all customers, no alcohol or hot food is permitted on our coaches. Carriage and assistance of wheelchair users & users of mobility scooters is provided in accordance with our published code of conduct, titled Disabled Code of Practice which is available upon request from our Assisted Travel Helpline or at www.nationalexpress.com. In this context hand Luggage means something that in the opinion of a driver or other National Express representative is capable of being stored safely in the overhead locker or beneath the seat of the Coach, whose opinion shall be final. Failure to do so, may result in the full adult fare being charged. 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. A maximum of 3 additional items can be placed in the hold. (a) No liability if you have no reservation: If we cancel or withdraw a Service before it has commenced, and you do not have a place reserved on it, we shall have no liability to you or any third party. Please select your passenger type first and then add your coachcards. 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. Customers will be permitted to pool their individual allowances if they are travelling in a group or as a family, but they must be travelling on the same Ticket. We will not be obliged to carry any Luggage which has not been properly labelled. The Checked baggage must not exceed 81cm (H) x 119cm (W) x 119 cm (D) and 32kg in weight. You may not transfer or assign your rights or obligations under these Conditions and any Special Conditions to any other person. Small valuable items and important papers or instruments creating legal entitlements will be carried on the Coach at your own risk and must not be left unattended by you. The National Express coaches come with a free luggage allowance of either 2 medium or 1 large cases for the hold of the bus. Neither case should weigh more than 20kg (44lb). Alternatively, you may take 1 large item (no more than 20kg) and one small piece of hand luggage 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. Back to top 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. Except where Condition 2.3 provides otherwise, these Conditions and any Special Conditions applicable to your Ticket will apply to all Services operated by us. (c) If you wish to cancel your Ticket: Please check the Special Conditions which apply to your Ticket for the circumstances in which you are permitted to cancel your Ticket and are entitled to a refund. Passengers who do not allow the recommended time between Service arrival and third-party service departure times do so at their own risk and we shall not be liable for any additional costs or losses you incur as a result unless caused by our failure to provide the Service with reasonable skill and care. Our drivers and staff are unable to dismantle or reassemble mobility scooters. Any item of luggage with any dimension in excess of 85cm will automatically incur an excess charge. For international flights: For India to Phuket, Bangkok and Mal it is 20 kg. Please call us 36 hours prior to travelling to check the latest status. (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. We are here to help, Official Coach Supplier to Wembley Stadium, Your Open Dated Return is valid for 3 months from your outbound journey. Adult fares are applicable to all passengers aged 2+. 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. Failure to produce such evidence will result in thechild or young person being refused travel. The seat selection fee (if applicable) is not refundable, unless you are legally entitled to a refund. One piece of baggage may not exceed the outer dimensions of 158 cm (length + width + height). For full info,please see our full luggage terms and conditions. (a) Children under the age of three: Children who are under the age of three may travel for free, provided that they are accompanied by a full fare paying adult aged 16 or over. All HK express Guests are allowed as Cabin baggage on carry on bag with the following: number of carry on: 1 piece. Calls to this number are charged at local rate. Yes, the following charges apply: 1 extra piece over the standard allowance 10 for a Single journey, payable to the driver or station staff or 8 when pre-booked online, with an e-ticket only**. Have a question? (c) a service that is subject to its own, separate, terms and conditions of carriage (other than Special Conditions) which shall be made available to you on the website or at the place that you, or another person on your behalf, purchases a ticket for travel on such service. Children under the age of 16 are not permitted to travel on any European service unless accompanied by an adult aged 18 or over. 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. Does anybody know . To be able to pre-select a seat on a Service for which the select your seat option is available, you must have a valid Ticket for the Journey(s) you wish to pre-select a seat on and you may only pre-select a seat between the origin and destination points shown on your Ticket. But best of all, snap up. The majority of stops along the routes listed below are accessible to wheelchair users but are subject to change. 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. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. 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. Please call us to check the latest situation before booking and at least 36 hours in advance of when you would like to travel. If you have purchased a Ticket using any of our concessionary discount Coachcards (currently marketed as Senior Coachcard and Disabled Coachcard) you. Children under 14 cannot travel alone unless accompanied by an adult (16+). 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. If you are using a discount Ticket which is not valid for that Service because you are using it on the wrong day or at the wrong time, or you are unable to evidence your entitlement to use the relevant discount (for example you do not have your Coachcard or the card is not in your name) you must pay: (i) an excess fare up to the amount of the full standard fare for the Journey you are making; plus. The majority of stops along the routes listed below are accessible to wheelchair users but are subject to change. Checked in or hold baggage: Hold baggage will depend on the fare type you select: FlyBag and FlyBagEat fares come with 20kg of hold luggage allowance. (b) Rubbish: You must take your rubbish with you when you leave the Coach. You should check all your Luggage or other items of property at the time of disembarking a Service for any damage and notify the driver or a National Express representative at the time of discovering such damage or, in any event, within 24 hours of the end of your Journey by calling us on 03717 818181. Luggage terms and Conditions of 2, must be accompanied by an (. Of two: children who are under the age of 2, must accompanied! Unable to dismantle or reassemble mobility scooters users but are subject to.! Booking process travelling to check the latest situation before booking and at least 36 hours advance! 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