Coronavirus (COVID-19) – Advice

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

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

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.
Boarding
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.
Social Distancing & On-Board Signage
We have visual reminders on our coaches regarding social distancing whilst on-board.
Limited seating capacity
Passengers will be required to only use designated seats to adhere to social distancing rules. Unavailable seats will be clearly marked.
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.
Cleaning
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
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.

Maintain social distancing
Keep apart where possible when waiting to board the vehicle and follow instructions from our drivers.

Keep to your designated seat throughout your journey and only use the on-board toilet if unavoidable.

 

Watch our safety video

We are still running coach hire and London commuters 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.

If you are still planning to travel, we are putting the following measures in place. The health and wellbeing of our employees and customers remains our top priority.

  • An extensive reduction to our timetables for essential travel only
  • No staff at the majority of our sites
  • Limiting capacity on services to a maximum of 50% to help social distancing
  • Enhanced cleaning of vehicles and all onboard customer touch points

 

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.

For updates regarding our London Commuter Service or coach hire bookings please see below.

 

 

Coach hire bookings

Due to the UK government urging the public to avoid non essential travel, we understand that this means many of our customers will be looking to cancel their existing coach hire booking.

Our Customer Communication Guidance outlines our current stance on coach hire cancellations. Although customers are contractually obliged to pay the cancellation fee in accordance with our Terms and Conditions we are providing alternative options that will enable you to avoid forfeiting amounts paid or owed against existing bookings.

Please view our Customer Communication Guidance for further information.

IMPORTANT INFORMATION – Future travel

We are currently still taking coach hire bookings for future travel. We know this is an uncertain time for everyone. We will continue to monitor the situation very closely and are regularly updating our website with service updates as this situation develops. Due to current circumstances, the best way to contact our teams is via our live chat links on our website or by emailing sales@thekingsferry.co.uk

London commuter service

Essential Travel – Contingency Timetable

 

As a large proportion of London employers have instructed their staff to work from home for the foreseeable future we now need to make changes to our services which will reduce the number of services we operate each day and the areas we serve. We understand that key workers are still in need of transport into London and we hope that in providing the following contingency timetable, those that still require travel will be able to make their way to their nearest park and ride site. We anticipate that less than 10% of our customers will be travelling until government advice changes and this timetable has been designed to give as many of those customers as possible an option for transport into London. We appreciate that this will be inconvenient for some and offer our sincere apologies for this.

As we continue to follow the advice of the authorities, this timetable may change. However, we will give you as much notice as possible of any necessary changes.

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 have been asked to work from home due to the COVID-19 virus, please email us commuter@thekingsferry.co.uk with your ticket details and your work from home dates, and your ticket validity will be suspended. When you are able to return to work, let us know and we will reinstate your ticket.

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