We may also refuse you travel. (sms or chat based messages are not permissible). Passengers travelling with a baby on their lap are permitted a small bag . 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. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. (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. 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. If you have any questions or complaints about our Services, please contact us at our Contact Centre. (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. (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. To see a list of accessible coach routes please clickhere. Firefly has a strict hand-baggage policy to ensure cabin safety and comfort. 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 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. (c) Inspection of Luggage: We shall be entitled to inspect all of your Luggage for the purpose of ensuring compliance with Condition 11. (d) Please note that we sell some Tickets which may be partly or completely non-refundable. All such reservations are subject to availability of seats on the Service for which you request a reservation and you will not be able to make a reservation on a particular Service if no seats are available on your selected Service. This documentation includes: (b) authorisations and permits which you are required to have to enter, remain in and leave the countries from, through or to which you are travelling, including a valid passport and any required visas, and. Coachcards are not valid on European Services. Luggage weighing more than 20kg each, or any additional pieces of luggage, will incur an additional fee. If you have to change from one Coach to another you will be responsible for transferring yourself and your Luggage and other items of property between Coaches, unless other arrangements have been made in advance including those made by passengers who have pre-booked assistance. Items of luggage in excess of 20kg will be charged. Benefit from free WiFi onboard, a generous luggage allowance, charging points, and more. You must also make sure you do not leave any of your Luggage or other items of property unattended at any time, including at any Station and including your hand Luggage whilst on a Coach. Does anybody know . If travelling with a child, you may be required to show proof of age when buying tickets or at any point during your journey. 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. (b) Prohibited behaviour: You must ensure that you do not: (i) Behave in a way that is, or is perceived to be, abusive or threatening to any person or otherwise in a disorderly way; (ii) Conduct yourself in a way which does or may endanger yourself or any other person; (iii) Obstruct or interfere with any driver or other crew on a Coach, or any National Express representative, in the performance of their duties or fail to comply with their instructions; (iv) Behave in a manner which causes discomfort, inconvenience, danger, damage or injury to any other person or to property on board any Coach or at any Station or to any Coach or Station; (v) Obstruct or allow any of your Luggage to obstruct any aisle or emergency exit on any Coach; (vi) Play any music players, musical instruments or electronic devices that are audible and distracting or annoying to any person on any Coach, or which interfere with, or render less audible, any public address system or other equipment; (vii) Take onto any Coach, or into any Station, any alcoholic drinks or drugs (other than medicines) for the purpose of consuming them, or consume them on any Coach or in any Station; (viii) Board any Coach whilst under the influence of alcoholic drinks or drugs (other than medicines); (ix) Smoke (including substitute smoking materials such as electronic cigarettes) onboard any Coach or at any Station; (x) Board any Coach whilst you are seriously ill or suffering from any serious contagious illness; or. Call or get in touch online (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. Here's our quick guide to making sure your luggage is good to go. I've been to festivals before and together we've taken a rucksack each plus a trolley to share to carry tent/alcohol etc. You can travel from Gatwick Airport to London with National Express. For safety reasons, children under 14 are not permitted to sit in the seat located directly in front of the Emergency Exit door. 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. 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. (a) If your Ticket was issued to you in person or by post, then you should check your Ticket as soon as you receive it and bring any errors immediately to the attention of the person who issued the Ticket to you. Calls to this number are charged at local rate. 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. If you are purchasing a ticket for another person, then it is your duty to make sure that they are aware of these Conditions and any applicable Special Conditions and agree to comply with them when they use the Ticket to travel on our Service. 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. 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. (b) Lost Luggage or other items of property: If without being notified, we find any lost Luggage or other items of property on a Coach or at a Station, we may store it in accordance with Condition 11.2(c), subject to our rights to dispose of it as specified in that Condition, but any such storage will be at your risk and you will be responsible for contacting us about it. 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. Large cases no more than 75cm x 50cm x 32cm. Checked baggage dimension. You must label every piece of your luggage with your name, address and contact details. (a) Children under the age of two: Children who are under the age of two shall qualify for a Child Ticket. Nothing in these Conditions shall affect your statutory rights. Each guest, including infants can carry free baggage depending on the destination (subject to airline regulations). If a Ticket is defaced, damaged or tampered with, or lost, it may not be valid for travel. (c) Effect of late arrival: We may give your place (including any reserved seat) to another passenger if you arrive later than stated in Condition 6.6 (a) or (b) (as applicable) or you attempt to board your Service at a different location to that booked as your departure point, in which case you will be considered to have missed the Service. This includes liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation. (a) Unless otherwise stated in these Conditions, no person other than you and us shall have the benefit of or be entitled to rely upon or enforce any of these Conditions or any other term of the contract to carry you and the Contracts (Rights of Third Parties) Act 1999 shall not apply. Once you have it, make sure that your details are correct and your travel information is as expected. (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. Additional infants aged 0-2 must be paid for. Please select your passenger type first and then add your coachcards. You will be entitled to a refund either where: (i) you have cancelled your Ticket and you are entitled to a refund under the Special Conditions which are applicable to your Ticket; or. If you are an adult accompanying a child it is your responsibility to ensure that that the child complies with these Conditions and any Special Conditions applicable to their Ticket. weight 20kg each. The second measurement is linear inches. Select a return within 3 months of your outward travel. 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. Can I take child seat onboard a National Express coach? It's also important to make sure that your luggage does not contain any items that are, for customer safety, not allowed onboard. From MTNL/BSNL and Mobile/Landline Numbers of most Private Telecom Operators in India. Please select your passenger type first and then add your coachcards. Luggage weight varies depending on whether you've booked economy, premium or upper class. 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). We will determine whether your appeal will be upheld or not. 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. 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. Children under the age of 16 are not permitted to travel on any European service unless accompanied by an adult aged 18 or over. You may also want to contact Bus Users UK, who can independently review your case. 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). 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. Back to top 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. Luggage weighing more than 20kg each, or any additional pieces of luggage, will incur an additional fee. must produce it with your Ticket for inspection when asked. 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. Disabled children should be booked as children rather than 'Disabled'. Children aged under the age of 2, must be accompanied by an adult aged 18 or over. Failure to do so, may result in the full adult fare being charged. In emergencies, we recommend that you call the helpline telephone number displayed on your Ticket. One infant aged 0-2 travels free when accompanied by an adult with a valid ticket. 03717 81 81 81 - (option 3)(lines open 8am - 8pm 7 days a week). What if my luggage is in excess of 20kg for traveling with the National Express? We are not a party to any such contractual relationship. If we change your Service after you booked your Ticket and pre-selected your seat, you will have the opportunity to select a seat on the new Service provided that the select your seat option is available on the new Service. If your return date is not yet known, open return tickets provide flexibility.When travelling within the UK, the return journey can be made within 3 months of the outward date of travel.To guarantee your seat on your return journey you need to confirm your ticket before you travel by visiting www.nationalexpress.com/en/help/tickets/open-returns or call us on 03717 81 81 81.Lines open 7 days a week, 8am - 8pm (calls to this number are charged at local rate).Valid on any day throughout the year. 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. Book tickets & track your coach anytime, anywhere. (iii) Use mobile phones and other electronic devices considerately on all Coaches and in any Station. You can print off a copy of the E-Ticket to show to our driver or you can show the driver the E-Ticket from a smart device; EU Passenger Rights Regulations means Regulation (EU) No 1818/2011 concerning the rights of passengers in bus and coach transport; European Service means any network service provided or arranged by us, or on our behalf, for the purpose of carrying persons and their Luggage by Coach where the network service travels outside of the UK and is set out in a timetable published by us; Event Services means any services provided or arranged by us, or on our behalf, for the purpose of providing travel by Coach direct to and/or from various UK concerts, sporting events and musicfestivals which are offered from time to time in addition to our scheduled network; Journey means each journey you are entitled to make on a Service as set out in your Ticket; 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. Make sure you bring it with you. (iii) drugs (other than medicines for which you have a prescription or were obtained over the counter); (vi) oversized sports equipment (other than where we agree to do so under Condition 11.1); (vii) non-folding bicycles (other than where we agree to do under Condition 11.1); (viii) wheelchairs and/or mobility scooters (except in accordance with Condition 7.2 and Condition 11.1); (ix) electric scooters and/or electric unicycles ; (x) any other items which we are not permitted to carry under the law of any country which any European Service may enter or through which it may pass; and. Unaccompanied children under the age of 16 will be refused travel on boarding. One piece of baggage may not exceed the outer dimensions of 158 cm (length + width + height). Failure to do so, may result in the full adult fare being charged. 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 are planning on taking National Express from Heathrow airport to Southampton. (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). Our luggage is 1 large, two medium. Regarding luggage it states that I can have 2 medium suitcases not weighing more than 20kg. If you are travelling in a wheelchair or require assistance we recommend that you contact us on the following local rate telephone number: 03717 81 81 81 (lines open 8am - 8pm 7 days a week) 36 hours in advance of when you would like to travel. 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. 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. 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. If you travel with a Ticket that has been tampered with, it will be treated as invalid and you will be considered to have travelled without a valid Ticket. For more information, please visit our Cheltenham Festival page. Any bag weighing more than 35 kg will be refused by the airline. 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. 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. (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. (c) No seat selection: If you do not pre-select a seat on a Service prior to departure, you may sit in any available and unreserved seat when you board the Coach provided that you move to another seat from the point at which such seat is reserved by another passenger and provided that you comply with any request from any driver of a Coach or National Express representative to move to another seat at any time during your Journey(s). It used to be that no excess luggage was. Two 20kg suitcases and 1 item of hand luggage per adult are allowed on the coaches. Children under 14 cannot travel alone unless accompanied by an adult (16+). Book tickets & track your coach anytime, anywhere. On European Services it is your responsibility to load any Luggage which you want to place in the hold on to and off the Coach. (d) Storage of Luggage: All Luggage, other than hand Luggage, must be stored in the hold or other storage compartment on the Coach and not in the passenger compartment of the Coach. (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. 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. These General Conditions of Carriage, as amended from time to time, (Conditions) apply to all Services (as defined in these Conditions) and set out your rights and duties as a customer. Tip:Booked using yourCoachcard? Children under the age of 16 are not permitted to travel on any European service unless accompanied by an adult aged 18 or over. Passengers aged 60 and over are entitled to receive a small discount on European journeys. (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. (d) Fee for left or lost Luggage or other items of property: We may charge you a reasonable administration and/or repatriation fee for the storage and return of your left or lost Luggage or other items of property. Medium cases should be no more than 70cm x 45cm x 30cm. Other items must have no one dimension greater than 85cm. 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. Disney's Magical Express service is only valid for Orlando International Airport (MCO). (b) Proof of matters: When making your claim for a refund, you must provide reasonable proof of your identity and proof of purchase of the Ticket. First class on Train & Coach: One piece of hand luggage up to 10kg. 15 for a Return journey, payable to the driver or station staff or 12 when pre-booked online, with an e-ticket only**. Please note, you may be required to show proof of age at any point during your journey. If the respective size limits are exceeded, a flat fee of 45.00 . These Conditions, and any Special Conditions which apply to your Ticket, may be amended at any time, provided that the versions thereof that were current at the time you purchased your Ticket willbe the versions that form your contract with us. (c) any other documents required by the law of the countries concerned. 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 max dimensions 45cm x 35cm x 20cm and max weight up to. Of 2, must be accompanied by an adult ( 16+ ) carry free depending... 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