FAQ’s

Private Hire FAQ's

Commuter FAQ's

Coronavirus FAQ's

For further information regarding our services in relation to Coronavirus, please head over to our Covid-19 FAQ’s page

Private Hire FAQ’s

How can I get a coach hire quote?

You can fill out the ‘quick quote’ form here or call 0845 257 9845

How long is my quote valid?

Your quote is valid for 14 days

How will I receive my quote?

There are many channels of communication to speak to a member of our team e.g. Phone, Email, Live Chat. A written quotation will be sent via email and for any customers without email, this will be sent via post.

What areas do National Express Transport Solutions cover?

We predominantly cover the South-East and South of England but can provide UK wide ground transport solutions as well as European travel.

NETS Operator allows us to provide solutions for UK and International coach hire.

What size and type of coaches can National Express Transport Solutions provide me?

Our fleet consists of anything from our minibuses to our double-deckers. We can cater from 8 – thousands of passengers- no requirement is too big!

What forms of payment do you take for a private hire?

We currently accept credit/debit card, bank transfer, cheques and cash. (There is a 1.5% charge on credit cards and 3% on AMEX)

What happens if I want to cancel a booking?

a. If the hirer wishes to cancel any agreement, they are liable to forfeit any deposit paid and to make further payments up to the following percentage of the hire price.

DAYS PRIOR TO CANCELLATION CHARGE:

  • 8 days or more Deposit
  • 6-7 days 25%
  • 3-5 days 35%
  • 2 days 50%
  • 1 day 75%
  • The arrival of coach at departure 100%

b. The cost of accommodation, meals and theatre tickets, which have already been purchased by the company at the request of the hirer, plus any administration charges, incurred by the company.

c. Cancellation due to inclement weather conditions will be charged as above.

d. Ferry/Tunnel crossings, theatre tickets or any other such ancillary service once purchased are not returnable and must be paid for in full.

What are the procedures for late payments?

The hirer is responsible to pay a deposit and the full hire cost when due. If you fail to make due payments we are entitled to either terminate the contract or to take legal action to enforce payment. The company reserves the right to add interest at the rate of 2% compound interest per calendar month, after the date by which payment should have been made.

Do you cater for disabled passengers?

Yes we do, you can view all the relevant information on serving disabled customers here

Can I eat and drink on board a National Express Transport Solutions coach?

Yes, we provide refreshments on our coaches and some even have kitchen facilities.

Can I bring an animal on-board?

On a private hire, no animals (other than guide dogs and hearing dogs notified to the company in advance) may be carried on any vehicle without prior written agreement from the company.

What happens if the driver isn't at the pick up?

We will do everything in our power to get your driver to the correct pick-up point and on time. However if for any reason this does not happen please call our office straight away on 01634 377 577 and we will be happy to help.

Can an infant/child sit on a parents lap?

Everyone on-board the coach is required to have their own seat, we do not allow infants/children to sit on an adults lap. We recommend Infants and children that would usually require a car seat to use one on the coach. National Express Transport Solutions cannot supply you with a child seat or booster.

Can you put suitcases on-board the coach?

Not on-board the coach, please use the luggage hold underneath the vehicle (Your driver will assist you).

Can I sit on a courier the seat?

No, the courier seat is used for National Express Transport Solutions staff and Tour Guides only.

Can we bring our own drinks?

Yes you can bring your own drinks.

Can we drink alcohol?

You may drink alcohol on our coaches, but there are strict laws preventing us allowing alcohol on a vehicle that is travelling to a football ground.

We are in Manchester can you pick us up?

Yes, of course, NETS Operator provides UK fleets to provide a coach for you in your area.

Would multiple pick-ups/drop offs cost extra?

The price of your hire is calculated based on driving time and fuel used, so if the extra stops result in use using more fuel and using extra driving hours then the price will be calculated accordingly.

Would it be more expensive for the evening/night hire?

We do not charge extra for out of hour hires.

How much deposit is needed and when is the balance due?

A 20% deposit is required upon booking and full payment is due 30 days before the date of travel.

Is VAT included?

Coach hire exempt from VAT so our prices do not and will not ever include VAT.

Can we pay after the hire?

No, we require payment in full, 30 days before the hire date. If the hire is booked less than 30 days before the travel date then full payment will be required immediately in order to confirm your booking.

I've had issues in the past with drivers not turning up on time. How do I know the same won't happen with National Express Transport Solutions?

Here at National Express Transport Solutions, we pride ourselves on our customer service. We place customers as our highest priority and delivering what we promise is paramount. We will do everything in our power to arrive at your location on time, however, due to unforeseen circumstances such as bad traffic or technical fault; there may be an occasion where we may be running late. If this is the case we will keep you fully informed as soon as we know. Our office is manned 24hrs a day, 7 days a week. If you have any questions please call our customer services (01634 377 577) and we will be happy to help.

Commuter FAQ’s

Why have the tickets changed?

Prior to the introduction of Flexi Bundles we completed analysis of our ticket sales before and after the first lock down. This showed that since services relaunched in July, our period ticket sales dropped to less than 5% of total ticket sales. In addition, the information customers have shared with us via our ongoing return to work survey indicates that the vast majority of customers will not be travelling into London 5 days per week once they return to commuting.

In response to these changes, we have restructured our ticketing to better suit the needs of the majority of our customers post Covid. Our new Flexi Bundles allow passengers to use tickets as and when they need them without being tied to travelling during a fixed period.

The new Flexi Bundles offer customers more choice of service too. These tickets are split into two Zones. Orange Zone for Medway, Maidstone and Swale. Purple Zone for New Ash Green and Tollgate. Passengers with Orange Zone tickets will be able to travel on any service across our commuter network without paying an additional fee. Passengers with Purple Zone tickets will be able to travel on any service between New Ash Green/Tollgate and London.

The launch of our new Flexi Bundle tickets also encompasses our annual fare review. Historically, any fare increases would take place from 2nd January however, this has been included within our Flexi Bundle launch and there will be no fare increase in January 2021.

I am awaiting a response from my email, what is the best way to contact you?

We apologise for any delay in our responses. Due to the COVID-19 outbreak, we have had limited staff available to answer customer queries. We hope that these FAQ’s have answered your questions. Should you wish to talk to a member of our teams, please use the live chat function.

I have recently retired, am I able to get my ticket refunded?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What areas does your commuter service normally cover?

Our standard London Commuter Services cover areas of Medway, Maidstone, Swale, New Ash Green, Meopham and Vigo. However, we are currently operating a reduced service due to many customers still WFH.

As more and more people return to work we plan to increase the services we have available and the areas covered. Once you have confirmation of your return to work date, please click here to complete our survey.

For details of our current services, please click here

Do I have to wear a face covering on-board the commuter services?

Yes, all customers must wear a face-covering throughout their commuter journey unless they are exempt.

How do I reserve a seat on-board the commuter service?

You are now required to reserve a seat onboard your chosen AM and PM coach in addition to purchasing or activating a ticket. The seat reservation system is available through our mobile ticketing system, please click here.

Click here to watch our seat reservation process

Please note, you must purchase/activate a ticket for your journey in addition to reserving your seat. Click here to watch our ticket purchasing video.

Am I able to get my ticket refunded?
Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions.

To apply for a ticket refund, please click here to complete this online form.

Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Can I extend the validity of my existing ticket?

All commuter tickets have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.

How do I cancel my ticket?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

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