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

What impact does Corona virus have on my coach hire booking?

You can read our Customer Communication Guidance pack by clicking this link

For the latest government information and advice on the current situation on Coronavirus please click here 

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

How do I freeze my commuter ticket?
To freeze your commuter ticket as a result of the PM’s latest briefing, please click here to complete this form.

If you have not travelled since before lockdown, there is no need to complete the above as your ticket is already suspended.

When you are ready to return to work in London, please click here to complete this form.

How do I reinstate my commuter ticket?

Please click here to complete this form to arrange the reinstatement of your commuter ticket.

How long does ticket freezing last for?

There is currently no end date for our ticket suspension offer. When you are ready to return to work in London, please click here to complete this form.

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.

I have been charged for a commuter ticket even though the services is not running, how do I get a refund?

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 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.  

Are there any changes to the boarding process since Covid-19?
Yes, customers must now follow this procedure when boarding the coach:

1. Please ensure you wear a suitable face covering at the point of board and throughout your journey

2. Before boarding, your driver will disembark from the coach to check your temperature and seat reservation confirmation.

3. As you board the coach, scan your valid travel ticket against the ticket machine. Don’t forget to use the hand sanitiser located at the front of the vehicle

4. Unavailable seats have been clearly marked for social distancing

Click here to watch our boarding process video.

What extra safety precautions do you have in place since Covid?

These precautions are in place to ensure that you remain safe whilst onboard our services:

– All coaches are fogged daily using the approved Guardicide chemical. Bi-weekly, all vehicles are also fogged using an Electrostatic fogging machine.

– All coach air conditioning units are fitted with Hispacold Air Filtration units to provide routine refreshment of air onboard vehicles. 

– All coaches are fitted with a protective driver screen.

– All coaches have an enhanced cleaning routine.

– All passengers are required to be temperature screened before boarding and wear face coverings whilst on board the coach.

– All drivers are required to be temperature screened before their duty starts.

– 50% Social distancing is maintained whilst onboard our vehicles, allowing for the 1-metre distance between passengers. This is managed via our mobile ticketing seat reservation system  

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.

What is the refund policy for NHS staff & keyworkers who have purchased tickets that have not been used due to COVID-19 service suspension?

All commuter tickets, including those held by NHS staff and keyworkers, have been frozen as standard since our services were suspended so you have not lost out on the remaining travel period on your ticket. Services are scheduled to resume very soon and we expect to be in a position to confirm a launch date prior to the end of June 2020. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. 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 is the refund policy on purchased tickets that have not been used due to COVID-19 service suspensions?

For tickets that have not been used during the COVID-19 outbreak and service suspension period, an extension reflecting the duration in which services have been suspended will be added onto all tickets. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. 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.

Will my ticket remain frozen until I return to work?

As standard, your ticket will be frozen from Monday 6th April 2020 up until our services resume. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again.

Will the validity of my current ticket be extended when services resume?

Yes, all tickets will have an extension to their validity period to reflect the duration for which they were not used. When you are ready to return to work in London, please click here to complete this form.

My shift pattern will change when I return to work therefore will not need to travel as often, how will this effect my existing season ticket and will I be able to claim money back?

We are able to convert your current ticket bundles of singles or return journeys for you to allow extra flexibility in your travel. Please click here to complete our ticket reinstatement form here where we will ask you whether you would like to convert the remaining value of your tickets to single/return journeys.

Will the timetable be the same as the previous contingency timetable?

We hope to be able to provide a more comprehensive timetable than the reduced contingency timetable operated just prior to the lockdown. Our the team is busily mapping out what services will look like post-Covid-19 including the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables. This is to ensure that services are sustainable for the long-term.

Can I claim back money on tickets/credits that have not been used due to COVID-19 service suspensions?

All commuter tickets will receive an extension of its validity to reflect the duration for which the service has been suspended. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. 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.

Can I freeze a single ticket?

Yes, all ticket types have been frozen as standard and will receive and extension on its validty to reflect the duration for which that service has been suspended.

Can I freeze tickets that I have purchased but not yet activated?

Yes. All commuter tickets including those with unactivated credits have been frozen as standard and will receive an extension on its validity to reflect the duration for which you have not travelled.

Can I use my existing ticket when the service restarts?

Yes, you can. All tickets have been frozen and will gain an extension on their validity period when our services resume.

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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