National Express complaint?

Do you have a dispute or a bad customer experience with National Express? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

The National Express customer contact centre number is 03717 81 81 81, the line for existing bookings and for the Assisted Travel team. National Express also offers live chat on its website, contact forms by topic, and help through its social media teams; complaints, lost property and delays each have their own page in its help section, linked at the top of this page. National Express West Midlands buses are a separate operation with their own contacts. Have your booking reference ready.

Coach delayed or cancelled on your trip? Start your complaint here as well, and we push it out to National Express by email, social media and printed letters.

Whether National Express refunds a ticket depends on the fare you bought and on why you are not travelling. National Express says Fully Flexible tickets can be refunded through My Account, while Standard and Restricted tickets are non-refundable if you simply change your plans, so check the fare type in your booking confirmation before you ask.

When National Express cancels a coach or it is badly delayed, the fare type is not the end of it: its Conditions of Carriage and the rules on coach passengers' rights can give you a refund or another coach. Ask in writing through the delays or complaints page in its help section, with the booking reference, the scheduled and actual times, and receipts for any extra costs.

To escalate a complaint with National Express, put it in writing through the complaints page in the National Express help section and keep the reference it gives you; its customer relations team investigates complaints. Set out the booking reference, the service and date, what went wrong and the outcome you want, such as a refund, the cost of extra travel or compensation for lost luggage. If the reply does not settle it, answer on the same reference, say what is still wrong and ask for the complaint to be reviewed. National Express's head office is in Birmingham; the full address is in the contact details at the top of this page.

Delay or lost luggage claim that needs to go higher? Bring it through our complaint process: our trained AI opens a case for you and keeps coaching you on what to reply and when to push again.

Yes: Bus Users UK is an approved alternative dispute resolution body for the bus and coach industry in Great Britain, and National Express names it in its Conditions of Carriage for complaints about its coach services. Bus Users UK generally expects National Express to have had the chance to put things right first, so keep a record of every message, call and booking reference.

Refund refused on a cancelled coach? We help you write the complaint in minutes, with your booking reference and times set out.

Nothing has been reported about National Express here yet. Our research shows what typically goes wrong at large coach operators in Britain: coaches delayed or cancelled with little warning, refunds refused on cheaper fares, missed connections and flights after a late coach, luggage lost or damaged in the hold, and charges to get lost property back.

Late coach left you paying for a taxi or a new flight? Be the first to report it, and the next National Express passenger with the same problem has a case to point to.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of National Express through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with National Express can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.