1 Customer Charter Putting customers at the heart of our business UK Coach
2 Our promise to you We are committed to providing a safe, reliable and comfortable journey 1 Your safety is our first priority 2 We will offer a service you can rely on 3 We will continue to invest in our Coach Stations and develop our facilities We are committed to making travel easy 4 We will make planning your journey easy 5 We will offer you a range of ways to buy your tickets 6 Our ticket amendment and cancellation policies will be clear and simple Nobody will try harder for our customers than we do We will do our best to meet your needs if you have a disability Our team will be friendly, helpful and committed to helping you We will make your journey as comfortable as possible We will listen and make things right 10 We will help you, particularly when things go wrong 11 We will listen to your feedback and act upon it 12 We will make it easy for you to speak with us
3 We are committed to providing a safe, reliable and comfortable journey
4 1 Your safety is our first priority Safety is our number one priority and it will continue to be so. One of the reasons why customers choose to travel with us is because travelling by coach is so safe. We make sure, therefore, that our safety standards are never compromised. For example, most of our coaches are now fitted with breathalyser devices which prevent the coach starting until the Coach Driver has passed a breath test. All of our seats are fitted with seat belts which you should wear throughout the journey. The Coach Driver will remind customers to do so, before the journey starts. We have a 24-hour Support Centre so you can contact us whenever you need to (on ), and at some of our busiest Coach Stations we employ security officers to provide you with help and reassurance.
5 2 We will offer a service you can rely on We try to provide a punctual and reliable service at all times. New vehicle tracking technology allows us to monitor the progress and location of our coaches, which makes it easier for us to provide accurate customer information. Our aim is for all services to arrive on time and never more than 30 minutes after they are due. To ensure you catch the coach, you should make sure you get to your departure point at least 10 minutes before your coach is scheduled to leave. If you are travelling to an airport you should allow plenty of time (minimum three hours) between the scheduled coach arrival and flight departure times. It can take considerable time to go through airport security and baggage procedures. We will always operate our advertised services unless exceptional circumstances such as severe weather make it unsafe for us to do so. 3 We will continue to invest in our Coach Stations and develop our facilities We are always looking at our facilities to make sure they offer a high standard of customer service. This can mean making sure that signs are easy to follow or that information on departures and arrivals is accurate. It can mean providing refreshment facilities and shops; comfortable and clean waiting areas; car parking and good transport connections. We can t offer all of these facilities at every Coach Station, but we are always trying to improve. We have included a guide to the opening hours and facilities at our main Coach Stations within this Charter, which we hope you will find useful.
6 We are committed to making travel easy
7 4 We will make planning your journey easy We want you to be able to make the best choice about how and when you travel, so we offer continually updated timetable and general information on our website at nationalexpress.com You can visit any one of our Coach Stations where a selection of timetables and general leaflets are available, or call us for advice on *. Our UK Contact Centre is open 24 hours a day, seven days a week, so you can get the information and help you need, whenever you need it. 5 We will offer you a range of ways to buy your tickets Buying a ticket couldn t be easier and the choice of method is yours. You can buy online, by phone, at Coach Station ticket offices, local travel agents, or from self-service ticket machines at some of our major Coach Stations. To book via our website or to find details of your local outlet go to nationalexpress.com or call us on *. You can also use the web or make a phone call to find out which type of ticket best suits your needs. It s always best to buy your ticket in advance to make sure you get a seat. You can have your ticket delivered to you by post, text message (m-ticket), (printable e-ticket) or you can collect it from any National Express Coach Station. With your ticket, you are always guaranteed a seat. *Calls cost 10p per minute plus network extras.
8 6 Our ticket amendment and cancellation policies will be clear and simple Sometimes you might need to change your ticket after you have bought it. Most of the tickets we sell are amendable or refundable. We will do our best to make sure the terms and conditions are clearly highlighted when you are buying, and wherever possible are also displayed on your ticket to avoid confusion later on. You can make changes to your ticket before travel at any local agent or Coach Station ticket office, or by calling our Contact Centre. You will normally be charged an administration fee in addition to any upgrade fare. If you decide not to travel, you can cancel your ticket online, by phone or in person. Most tickets are refundable, as long as you cancel them at least 72 hours before your journey. Refunds can be obtained from wherever you bought the ticket; through our Contact Centre by calling *; or by returning your tickets to our Fulfilment team at: Customer Relations National Express PO Box 9854 Birmingham, B16 8XN An administration charge will be deducted from any refund due. *Calls cost 10p per minute plus network extras.
9 Nobody will try harder for our customers than we do
10 7 We will do our best to meet your needs if you have a disability Everyone is welcome to travel with us. If you have a disability or specific travel needs, we can help. Most of our fleet is fitted with wheelchair lifts. We also have a Disabled Travel Code of Practice which sets out the service you can expect from us. This is available at nationalexpress.com or on request from our Assisted Travel team. The team is available between 8am and 8pm seven days a week, to discuss your journey and to book assistance along the way. They can be contacted directly on *, by at or alternatively via our Coach Station ticket offices or local agents. To make sure we can fully prepare your journey, we recommend that customers wishing to travel in their wheelchair should contact us at least 36 hours in advance of their journey. This will help us to ensure that the vehicles and stops on your journey(s) are fully accessible and that your type of wheelchair is compatible with our coaches. For all other assistance we should be contacted at least 24 hours prior to your journey. Our team will always do their best to help. 8 Our team will be friendly, helpful and committed to helping you We have customer service teams at all major Coach Stations. You can easily recognise team members by their uniform and name badges. They will always be approachable, knowledgeable and friendly. If you have a problem at one of our Coach Stations or simply need some information, please let a team member know and they will do their best to help. *Calls cost 10p per minute plus network extras.
11 9 We will make your journey as comfortable as possible Our drivers are responsible for your comfort and safety throughout your journey. We expect them to be professional and friendly at all times. They will load and unload all hold luggage. You can take up to two pieces of luggage, each weighing a maximum of 20kgs. In addition, you can take one small piece of hand luggage onto the coach. Additional luggage will incur extra charges and will only be carried if there is space. For safety and security reasons, you should not load or unload your hold luggage unless the Coach Driver asks you to. Once onboard the coach, you can sit wherever you want unless the seat is reserved for disabled or less mobile customers. Most of our vehicles carry booster seats for children aged 4-11 (available free of charge). For younger children, we recommend you bring a child car seat which you will be responsible for fitting yourself to the coach seat. If you are bringing a car seat, please make sure your child is included on your ticket. Children under 14 must be accompanied on the coach journey by an adult. If unaccompanied, they may be asked for proof of age and charged the full adult fare. The Coach Driver will make onboard announcements to provide safety information, keep you informed about your progress and let you know about any specific details of your journey, including any refreshment stops. We do all we can to keep our coaches clean and comfortable, and regularly review our maintenance arrangements. Most of our vehicles have air conditioning, toilet facilities and CCTV cameras for your safety, comfort and security.
12 National Express staffed locations Name of station and address Hours of operation (National Express team available) Mon-Sat Birmingham - Coach Station, Mill Lane, B5 6DD 24 hours 24 hours Bournemouth - Coach & Rail Station, Holdenhurst Road, BH8 8DN Bradford - Metro Interchange, BD1 1TU ** Brighton - Pool Valley Coach Station, BN1 1NJ Bristol - Bus & Coach Station, Marlborough Street, BS1 3NU Cambridge - Parkside, CB1 1PN Refer to local Refer to local opening times opening times Cardiff - Bus Station, Wood Street, CF10 1EP Coventry - Pool Meadow Bus Station, Fairfax Street, Refer to local Refer to local Coventry, CV1 5RX opening times opening times Dover - Eurolines Travel Centre, & & Eastern Docks, Dover, Kent, CT16 1JA 2000-midnight 1830-midnight Gatwick Airport - North Terminal, Arrivals Concourse, RH6 0PJ Gatwick Airport - South Terminal, Arrivals Concourse, RH6 0NP Gatwick Airport - South Terminal Coach Station Ticket Desk, Lower Level Forecourt, RH6 0NN Heathrow Airport - Central Bus Station (Terminals 1 & 3), TW6 1DJ 24 hours 24 hours Heathrow Airport - Terminal 4, Arrivals Forecourt, TW6 3XA Heathrow Airport - Terminal 5, Arrivals Concourse, TW6 2GA Leeds - Coach Station, Dyer Street, LS2 7LA Leicester - St Margarets Bus Station, LE1 3AG Liverpool - Coach Station, Norton Street, L3 8LR London - Victoria, Colonnades Walk, Buckingham Palace Road, SW1W 9SH London - Golders Green, Bus Station, Golders Green Road NW11 8DY London - Victoria, Victoria Coach Station, Buckingham Palace Road, SW1W 9TP 24 hours 24 hours Luton Airport - Arrivals Terminal, LU2 9LU Manchester - Central Coach Station, Chorlton Street, M1 3JF Milton Keynes - Milton Keynes Coachway, Junction 14, M1, MK10 9RU ** Newcastle - Coach Station, St James Boulevard, NE1 4EE Norwich - Norwich Bus Station, Surrey Street, NR1 3NX *** Closed Nottingham - Broadmarsh Bus Station, NG1 7LS ** Oxford - Gloucester Green Bus Station, George Street, OX1 2BU Portsmouth - The Hard Interchange, PO1 3PA Sheffield - Interchange, Pond Street, S1 2BD Southampton - Coach Station, Harbour Parade, SO15 1BA Stansted Airport - Coach Station, CM24 1RW 24 hours 24 hours Wolverhampton - Pipers Row Bus Station, WV1 1LD Closed # A small fee will be charged. * Car parking will be chargeable. ** Times may vary. *** Closes 30 minutes Sun
13 Self service ticket machines Toilets Shops and or amenities Information correct at time of going to print (February 2012). Short stay car parking available Cash point Y # Y Starbucks/WH Smith/Upper Crust Y Y Y Y Café Y N N Y WH Smith Y* Y N N None N N N Y Point newsagents/pumpkins Café/Vending machines Y* N N N None N N N Y Greggs/Coffee1/Burger King N N N Y Various local amenities N N N Y Café on site Y Y (15 mins) Y Y WH Smith/Costa/Boots/M&S Y* Y N Y WH Smith/Boots/Costa/M&S Y* Y Y Y Café Y* N Y Y Caffe Nero/WH Smith Y* Y Y Y WH Smith/Costa Y* Y Y Y Krispy Kreme/M&S/Costa/WH Smith Y* Y Y # Y Pumpkin/WH Smith Y* Y N Y Newsagents/Café N Y Y # Y Pumpkin Café Y Y N N Various local amenities N N N Y Various local amenities N N Y Y Burger King/Café/Newsagents/Upper Crust N Y Y Y M&S/Burger King/Costa/WH Smith Y* Y Y # Y WH Smith/Upper Crust Y* Y Y Y Café Express/ABC Express (Newsagents) Y Y N # Y Vending machines N Y N Y Café N N N Y Various local amenities Y Y Café Nero/Taylors Café/ N N Combibos Café/Arden News N N Y N Café Y* N Y Y Café/WH Smith Y* Y Y # Y Ozzy s coffee cart Y Y Y Y WH Smith/Café Alba Y* Y N # Y WH Smith/Sainsbury s N N earlier on Saturdays. Mon-Thu & Sat. Fri & Sun.
15 We will listen and make things right
16 10 We will help you, particularly when things go wrong Occasionally things go wrong no matter how hard we try. When they do, we will do our utmost to put things right there and then. We will make it as easy as we can for you to let us know, and will seek to solve any problems as quickly and fairly as possible. Our customer-facing teams have the authority to make decisions and resolve your issues as soon as you contact them. Delays or non-arrival of coach We cannot guarantee our services will always run on time, but we will ensure you get to your final destination, as specified on your National Express ticket. We will also ensure you are kept fully informed, and our 24-hour Service Support team can always be contacted on If a coach is unable to serve a booked stop, we will do our best to make alternative arrangements; and in the event of a major service disruption that might result in significant delays to your journey, we will keep you informed and provide refreshments, where we can. Lost property Please make sure your hold luggage is identifiable, to avoid mix-ups, and that it carries a contact number for you. If you do leave things on the coach, we will do our best to re-unite you with your property, but you must get in touch with us as soon as you discover your loss and give us your journey details. Our 1 travel insurance, available when you buy your ticket online or through our Contact Centre, offers cover for personal property, personal accident and public liability. Policy details are available at nationalexpress.com/insurance Making it right If you are not happy with any aspect of your journey, you should tell the Coach Driver or a member of our Coach Station team as soon as possible and we will do our best to fix the problem. Where we are clearly at fault we will seek to make it right, and if you have been sold an incorrect ticket, we will refund twice the difference in ticket price. You will just need to contact our Customer Service team as detailed in section 12 with your ticket information.
17 11 We will listen to your feedback and act upon it We welcome all feedback good and bad. Once we know what you think, we will act to make improvements. Negative comments go directly to our Customer Standards team, whose job is to improve your experience at every point in the journey. They make sure we focus on improving the things you say matter most. Positive feedback also gets passed on and individuals are recognised for excellent service. We always aim to exceed your expectations, so when we do, we are always happy to hear about it! You can tell us what you think in a number of ways you can text us your comments (on *) or by sending in a freepost leaflet available from any of our staffed Coach Stations. *Messages are charged at your standard network rate. Roaming charges may apply.
18 12 We will make it easy for you to speak with us We want to make it easy for you to contact us. This can best be done face-to-face at one of our Coach Stations or by calling one of our Customer Service Advisors in our Contact Centre. We also respond to comments received via Facebook and Twitter We will aim to resolve your query or concern immediately. If we need to investigate further, we will respond within two weeks. We promise to genuinely and honestly investigate all complaints received and aim to improve our service as a result. Our Customer Service team can be contacted at: Customer Relations National Express PO Box 9854 Birmingham B16 8XN Telephone: * Fax: Web: nationalexpress.com/your-feedback *Calls cost 10p per minute plus network extras.
19 Bus Users UK We will do our utmost to resolve any issues to your satisfaction and constantly evaluate the handling of complaints to ensure we are meeting high standards. However, if you do not feel that we have dealt with the matter to your satisfaction, you can contact Bus Users UK, at the following address, and they will independently review your case. Bus Users UK PO Box 119 Shepperton TW17 8UX Web: This Charter sets out our commitment to you and to raising our standards. It does not create any new legal relationship as a result of what we say we will do, nor does it adversely affect your legal rights. These are set out in our National Express General Conditions of Carriage available online at nationalexpress.com/conditions Please note: booking fees may vary depending on booking method. All tickets are issued and all customers carried subject to National Express General Conditions of Carriage, available online at nationalexpress.com/conditions Information correct at time of going to print (February 2012) but could be subject to change.
20 About National Express UK Coach National Express UK Coach is the UK s largest national coach network, offering great value and accessible travel to all. We operate high frequency services linking nearly 1,000 destinations across the country, including major cities and airports nearly 21 million customer journeys are made with us every year. We also run special services to events and festivals around the UK and we are the Official Coach Supplier to Wembley Stadium. Around 3,500 people work for the UK Coach business and we operate in excess of 500 coaches. National Express UK Coach is part of the National Express Group. The Group is a market-leading transport business operating in the UK, Spain, Morocco and North America. It employs 38,000 people and operates over 21,000 vehicles. Our customers make more than 700 million journeys on our services every year. Coach travel is the most environmentally friendly form of mass transit, with CO 2 emissions per customer around 80% less than those of an average car and even lower than the train. We will continue to assess the environmental impact of our operations. Our recently re-built Birmingham Coach Station, for example, has received an excellent rating in respect of BREEAM the environmental assessment method for buildings around the world; this will form the template for all our future buildings.
21 Route map Inverness Aberdeen Dundee Stirling Edinburgh Glasgow Hamilton Connections to Northern Ireland via Eurolines Stranraer Newcastle Bradford Leeds Liverpool Connections to Ireland via Eurolines Holyhead Manchester Sheffield Nottingham Leicester Wolverhampton Birmingham Cambridge Milton Keynes Coventry Norwich Connections to Ireland Pembroke via Eurolines Cardiff Bristol Oxford Stansted Luton Connections Golders Green to Europe London Victoria via Eurolines Heathrow Gatwick Dover & Folkestone Portsmouth Southampton Bournemouth Brighton Just some of almost 1000 UK towns, cities and airports we serve
22 Issued by National Express, National Express House, Birmingham Coach Station, Mill Lane, Digbeth, Birmingham B5 6DD Version /12
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