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.


  • 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.

Will the commuter service return to the same number of coaches/areas served as was provided prior to Covid?

The number of services that are currently in operation and the areas being covered is reflective of current demand levels. It is our intention to continue reviewing demand as more and more customers return to commuting so that we can adapt services appropriately and sustainably.

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 boarding and throughout your journey
  2. Before boarding, your driver will disembark from the coach to check your temperature.
  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.
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
How do I freeze my commuter ticket?

To freeze your commuter ticket as a result of the PM’s latest briefing, please complete this form: https://forms.gle/izN63okGGX89jrFp8.

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 complete this reinstatement form: https://forms.gle/XJX6dwrM7mDg5RTY9

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 complete this form: https://forms.gle/XJX6dwrM7mDg5RTY9

How do I reinstate my commuter ticket?

Please complete this form to arrange the reinstatement of your commuter ticket: https://forms.gle/XJX6dwrM7mDg5RTY9

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 as a result of the pandemic.

For details of our current services, please click here: 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.

Am I able to get my ticket refunded?

Refunds are available on our Annual season tickets and Flexi Bundles only in accordance with our refund procedure detailed on our website here: https://ne-transportsolutions.com/commuter-services/terms-and-conditions/

To apply for a refund, please click here: https://forms.gle/r2CpAC3W5HNdQVHu9. 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 am awaiting a refund, when can I expect to receive it?

You can expect to receive your refund into your bank account within 60 days of your application.

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

We are able to convert your current season ticket to one of our flexi bundles tickets depending on the value remaining on your current ticket. Please 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: https://forms.gle/XJX6dwrM7mDg5RTY9

Are there any exceptions for wearing a face covering?

Yes, exceptions will apply to any customers who have a disability or medical condition that prevents them from wearing a face covering. We will ask the person who makes the booking to let us know prior to travelling if there will be any passengers travelling without a face covering. The driver will then be informed of any customers boarding without a face covering due to their medical condition or disability.

Children under the age of 11 will also not be required to wear a face covering.

Am I able to remove my face covering to eat and drink during the journey?

Yes, your face covering can temporarily be removed whilst you eat or drink, but must be placed back on afterwards.


If I don’t have a face covering, will I be refused to travel on board the coach?

Yes, it is compulsory to wear a face-covering on board unless you are under the age of 11 or you have a medical condition or disability that prevents you from wearing one.


What is classed as a face covering?

A face covering should cover the mouth and nose while allowing the wearer to breathe comfortably and can be as simple as a scarf or bandana that ties behind the head to give a snug fit. It should remain in place of its own accord.


Will the WC be available for use on board the coach?

Yes, Toilets will be available for use onboard the vehicles.

Will I need to have my temperature checked before boarding the coach?

Yes, customers boarding a vehicle that has been booked through us will be temperature checked on the outward leg of the journey.

Are there any exceptions to temperature checking?

Infants between 0 – 3 years old are not to be temperature checked as this age range is susceptible to a high temperature due to periods of teething and attempting to temperature check an infant could also become a stressful experience for both child and parent.

The driver will seek permission from the parent/guardian for children 4 – 13 years of age before attempting to temperature to check

Customers wearing burkas, turbans or other cultural or religious head coverings are not to be tested on their forehead, but instead 3cm above their wrists.

Customers with a disability or medical condition will be requested to contact our office before they travel to notify us of a reason that they will be unable to be temperature checked.

If my temperature is high will I be allowed to travel on board the coach still?

If your temperature is above 38 degrees, due to the safety measures in place to reduce the risk of Covid-19 infection you will not be able to travel on board.

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