Coronavirus (COVID-19) – Advice & Updates

How are we making your journey with us safe and secure?

Please click here to jump straight to our service updates

Keeping our customers and colleagues safe and well is our top priority and here at National Express Transport Solutions, our team of experts have been busy implementing additional measures and procedures, both on and off our vehicles to make sure that you feel safe and comfortable when you take your next trip. Use the tabs below to find out more about how we are making sure you can travel in confidence.

To speak to a member of our team with questions or concerns around travelling and Covid-19, please click here to contact our team.

To view our Private Hire and Commuter COVID-19 FAQ’s, please click here

Use the links below for further information on how we are making your journey with us safe and secure.

On-board our vehicles
Hand Sanitiser
Hand sanitiser dispensers have been installed on-board our vehicles for both driver and passenger use. Please ensure that you clean your hands upon boarding & alighting the vehicle.
Passengers will be required to load rear seats first and leave the vehicle in the reverse order to avoid walking past sitting passengers.
Face coverings
It is mandatory for customers to wear face coverings (preferably face masks) as per government advice. We also supply our drivers with personal protective equipment where necessary.
Temperature Checking
All drivers are temperature checked prior to starting their shift and all passengers are required to be temperature checked prior to boarding the vehicle.
We have implemented enhanced cleaning regimes. Our vehicles are cleaned multiple times a day; which includes the disinfection of all high contact areas with antiviral products and fogging systems.
Drivers have been issued with personal protective equipment and driver protective screens have been fitted on all own fleet vehicles.
Purifying Air Filters
Our new air filtration systems will regularly purify the air on-board the vehicle throughout your coach journey.
How can you help?
Plan ahead and keep in touch
Our team will regularly be in contact with you before and on the day of your hire. Please ensure you read all communications sent to you as these may contain important information regarding your booking. Our 24hour support team will also be available to answer any questions that you may have.

Follow Government advice
Do not travel if you’re experiencing any coronavirus symptoms. These include a high temperature, a new continuous cough, or loss or change to your sense of smell or taste.

Wash your hands and use sanitisers where available before travelling. If you can, bring hand sanitiser gel for use during your journey.

Government guidance recommends the wearing of a face covering or mask when travelling on public transport. This is mandatory in England. To minimise the spread of the virus you will be required to wear a face mask or face covering when on-board the coach.


Watch our safety video

We will be continuing to operate our London Commuter service* and private hire services for those individuals with essential travel needs, however, please ensure that you check our website for the latest updates and government advice before travelling.

The safety, wellbeing and comfort of our passengers and employees continue to be our biggest priority. With this in mind, we are continuing with our existing covid control measures that include but are not limited to:

  • Enhanced cleaning of vehicles and all onboard customer touchpoints using antiviral products and fogging systems
  • New air filtration systems that regularly purify the air throughout the journey
  • Drivers are equipped with PPE and are temperature checked prior to starting their shift
  • No staff at the majority of our sites

We are continually monitoring and will respond to ongoing updates and guidance from the Government and UK public health authorities.

To find out more about how we are managing the impacts of Coronavirus and to understand any potential impacts that it may have on coach hire bookings, please read our Customer Communication Guidance Pack.

Our drivers, customer service teams, operational teams and the wider National Express Transport Solutions team have been working incredibly hard to keep our services running safely. We want to thank them for their efforts and will continue to do all we can to support everyone who works in our business at this challenging time.

We’re already speaking to organisations about how else we can play our part and support where we can during these testing times.

Please use the links below for furter information regarding coach hire bookings and our London commuter service.

Coach hire bookings

We will be honouring our existing bookings, however for customers who have booked with us and wish to cancel their booking have the ability to avoid forfeiting any amounts paid or owed by using these fees as credit towards future hires. Please view our Customer Communication Guidance for further details and other cancellation options.

Due to current circumstances, the best way to contact our teams is via our live chat links on our website or by emailing


As a business, we continue to remain optimistic about the future of travel. Our teams are available to discuss future bookings with you and answer any questions that you may have.

To provide peace of mind during these difficult times, we are offering the following reassurances to our customers.

Covid Guarantee*: Your money and safety is protected with our free covid-guarantee and your booking is automatically protected should you need to amend or move your travel dates due to covid-19. For further information, please click here.

Reserve now, pay later*: During these unprecedented times, we understand that it may be difficult to determine an exact date of travel or whether an event is likely to go ahead. With that in mind, we would like to offer customers the opportunity to reserve a vehicle for free and pay for the booking once an exact date of travel has been confirmed.

To reserve a vehicle, you can click here to complete our form or simply contact our teams via phone or email and let them know that you wish to reserve a vehicle. Please note, an ‘expected date of travel’ is still required.

*Terms and conditions apply. Please view above links for further information. Offers available for private coach hire only. We reserve the right to end these offers at any time.

*London commuter service

We can confirm that as of Monday 1st February 2021, we will be running a reduced commuter service.

To view our current timetable please click here.

Ticket Freezing

We understand that the Coronavirus has had a significant impact on London businesses and leads to an uncertain situation. Due to this, Kings Ferry and Clarkes of London have decided to offer more flexibility in our ticket terms and conditions on all of our routes. Where customers are self-isolating or opting to work from home for the duration of our contingency timetable, we are offering the ability to freeze the existing validity of tickets for that period.

If you will be returning to WFH following the latest announcement and would like to refreeze your current commuter ticket, please click here.

Connect, discover and enjoy everything the UK has to offer

NEW flexible booking terms

Receive a 100% no-quibble refund, or a free transfer to another departure of your choice, if we cancel your holiday due to Covid-19.

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