(c) Administration Charge: We will be entitled to charge a reasonable administration fee plus an excess fee (if applicable) for making, changing, or amending a reservation for a particular Service. If the select your seat option is not available on the new Service you will be entitled to a refund of your seat reservation fee in accordance with Conditions 9 and 10. fail to produce your Ticket for inspection when asked at any point during your Journey; do not have sufficient battery or signal on your mobile phone or other electronic device to display your E-Ticket (if you have not printed this) or M-Ticket when asked at any point during your Journey. it's written on the website that they only allow luggages weighing no more than 20 kgs with max 75 cm height but mine weigh 32 kg and around 76 cm in height. We will use reasonable care and skill in providing the Services, but we cannot guarantee that there will be an available seat on any Service unless your Ticket permits travel on a specific Service. To be able to pre-select a seat on a Service for which the select your seat option is available, you must have a valid Ticket for the Journey(s) you wish to pre-select a seat on and you may only pre-select a seat between the origin and destination points shown on your Ticket. To obtain a refund you must comply with Condition 10 below. Bus Users UKs contact details are: Address - Cobalt Square, 83 Hagley Road, Birmingham B16 8QG, Email address - enquiries@bususers.org and website - www.bususers.org. Calls to this number are charged at local rate. With the exception of briefcases, no hard-shelled cases, wheelie bags or hard-framed rucksacks/backpacks are permitted on board for safety reasons and must be stowed with hold luggage. One infant aged 0-2 travels free when accompanied by an adult with a valid ticket. (a) You must wear the seatbelt provided at all times whilst seated on the Coach during a Journey (as this is required by law and for your own and others safety). for all other numbers. You should comply with any such request where you are reasonably able to do so. Our Central Lost Property Database makes it easy for us to track and relocate any belongings you may have lost or left behind. A cabin bag up to 10 kg weight (56cm x 45cm x 25cm) You can pay 12 per kg for baggage that exceeds your total weight allowance. You are allowed to take onto a service one or two medium sized suitcases or rucksacks (no more than 20kg per item) free of charge and one small piece of soft hand luggage. Open returns are not available on European journeys. When it comes to offers and deals, National Express is well-equipped. You must check the departure location and times shown on the Ticket as it is your responsibility to arrive at the correct departure point by no later than required under Condition 6.6. Small valuable items and important papers or instruments creating legal entitlements will be carried on the Coach at your own risk and must not be left unattended by you. You must travel with a valid Ticket and if you have been given a reservation number to quote to the driver of the Coach for your Service, your reservation number. weight 20kg ) 1 x soft hand luggage. You will not incur an additional charge for this. Back to top Other items must have no one dimension greater than 85cm. To see a list of accessible coach routes please clickhere. For Economy Class (Domestic Sector) the permissible free baggage allowance (FBA) is 25Kg. (c) Storage of left and lost Luggage or other items of property: We shall be entitled to open and examine any left or lost Luggage or other items of property to seek to ascertain who it belongs to and/or for health and safety and/ or security reasons. For the avoidance of doubt, making a claim for a refund does not guarantee that we will issue a refund, as refunds are only payable in the circumstances described in Condition 10.1 above. (b) What happens if you take prohibited items: If you take any prohibited item onto any Coach, we will advise you that they are prohibited, we will remove them from the Coach and the driver will give you a reasonable amount of time, based on timetable of service, to either dispose of the item or make alternative arrangements for the item's transportation. Should any such Condition or applicable Special Condition (or any part thereof) be illegal, invalid or unenforceable, it shall be severed from these Conditions or the Special Conditions (as appropriate), and the remaining Conditions and applicable Special Conditions (or parts thereof) shall continue in full force and effect and be amended as far as possible to give valid effect to the intentions of the parties under the severed provision. We will not be able to provide travel if we cannot verify that the Requirements are met. Nothing in these Conditions is intended to, or shall, exclude or limit in any way our liability to you where it would be unlawful to do so. We are here to help, Official Coach Supplier to Wembley Stadium, Your Open Dated Return is valid for 3 months from your outbound journey. You will be responsible for the cost of returning any Tickets to us. On European journeys a 50% discount is given to carers, please call us on 08717 818177 to book. Call or get in touch online We are here to help . where a certain proportion of the seats on a service are allocated to the third partys customers)); Ticket means any ticket, including E-Tickets and M-Tickets, issued by us, or on our behalf, which evidences our agreement to carry or arrange for the carriage of any person on a Service; Ticket Machine means a ticket machine which is located at one of our National Express Stations or outlets which can be used to purchase a Ticket or print off a Ticket that has already been purchased; we, us and our refers to National Express Limited, a company registered in England and Wales, with registered number 00232767, and whose registered office is at National Express House, Birmingham Coach Station, Mill Lane, Digbeth, Birmingham B5 6DD, trading under the following trade name: National Express; Working Day means a day, other than a Saturday, Sunday or bank holiday, on which the clearing banks in England and Wales are open to the public for the transaction of ordinary business; you means the person purchasing a Ticket or for whom a Ticket was purchased, or any person who travels on a Service with or without a Ticket. You may only make amendments to your Ticket if such amendments are permitted by the Special Conditions which apply to your Ticket and only then if you follow the process specified in those Special Conditions, including complying with any time limits and/or paying any additional fee payable. Condition 11 will apply to any Luggage or other property left by the detained or delayed passengers. With the exception of briefcases no hard-shelled cases, wheeled bags or hard framed rucksacks/backpacks arepermitted on board for safety reasons and must be stowed in the luggage hold of the Coach. If, after you commence a Journey, you are prevented from travelling further by reason of illness, we will at our discretion permit you to break your Journey at the next available and safe stop, and to resume your Journey on the next Service which has available seats after you become fit to travel again. Take a look at our European luggage allowance here. As our lost property tracking system requires a lot of upkeep, in addition to the cost of reuniting your items, we charge customers a small fee when items are reclaimed. (b) You acknowledge that where you are carried by a Partner Operator for the whole or any part of a Journey, you shall owe your obligations under Conditions 4, 5.2(c), 5.2(f)(i), 6.1, 6.3, 6.4, 6.6 to 6.11 (inclusive), 6.14, 7.2, 7.3, 8.2(b), 11.1 to 11.4 (inclusive) and 12 and any Special Conditions to that Partner Operator as well as to us, and that Partner Operator shall be entitled to the benefit of any rights, remedies or limitations of liability which we have set out in such Conditions and Special Conditions as if they were a party to them. (b) a service operated by us as a subcontractor for a Third Party Provider but under our name and branding, where a certain proportion of the seats on that service are allocated to the Third Party Providers customers. (a) Making a reservation for a particular Service: Where your Ticket or part of your Ticket is not for a specified Service (for example, where you have purchased an open return) you may make a reservation for a particular Service for the return Journey. (a) Children under the age of two: Children who are under the age of two shall qualify for a Child Ticket. i'm fine with paying extra. (b) If you purchase an E-Ticket online or from one our Ticket Machines, it is your responsibility to check the details to ensure that they are correct on the screen before payment is made and on your booking confirmation once received. We shall not be obliged to carry you or your Luggage, and shall be entitled to remove you and/or your Luggage from any Coach, if you refuse to submit your Luggage to a search or if the results of the search reveal any non-compliance with Condition 11 or cause for concern as explained in Condition 11. Make sure you bring it with you. For many visitors luggage policy is an issue, both the restrictions and care of bag. For these purposes, we refer you to the Ombudsman Services of The Brew House, Wilderspool Park, Warrington, WA4 6HL (the ADR Entity). Please call us 36 hours prior to travelling to check the latest status. If you are such a customer of that Third Party Provider, the contract will be between you and the relevant Third Party Provider, and will be subject to the Third Party Providers terms and conditions of carriage. Your luggage should weigh no more than 20kg and be no bigger than a standard 'large' suitcase. We are not obliged to carry any of the following items, and you may not bring them onto any Coach or into any Station without our permission: (i)weapons (other than recognised articles of faith which must be sheathed, secured and worn underneath clothing at all times). If you are travelling in a wheelchair or require assistance we recommend that you contact us on the following local rate telephone number: 03717 81 81 81 (lines open 8am - 8pm 7 days a week) 36 hours in advance of when you would like to travel. (h) Partial refunds: Unless stated otherwise in the Special Conditions applicable to your Ticket, if you have used the outward part of a return Ticket but not the return part, we will only refund the price paid for the return part of the Ticket. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. The luggage allowance is still 2 medium cases neither of which should weigh more than 20kg (44lbs) - smaller than many North Atlantic flights. Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers. Please note, you may be required to show proof of age at any point during your journey. Before you set off for the coach station, run through our checklist to make sure you have everything you need: You can purchase tickets to hundreds of UK and European destinations using the journey planner on our homepage. It's also important to make sure that your luggage does not contain any items that are, for customer safety, not allowed onboard. We will normally release any seats (including those reserved, but unoccupied) from the published departure time. To see a list of accessible coach stops please click here. Can I take child seat onboard a National Express coach? Please select your passenger type first and then add your coachcards. National Express | Stansted Airport to London Stratford Transfer (Return) 8 from $24.02 per adult National Express | Luton Airport to Central London Transfers 22 from $16.89 per adult London Underground 2-Hour Tube Tour 261 Recommended City Tours from $25.17 per adult LIKELY TO SELL OUT* Shared Arrival Transfer London Airport to Hotel Accommodation Should be booked as Children. (g) Effect of refund: If we give you a refund, your Ticket will be cancelled and we shall have no further obligation to carry you on any Service with that Ticket. 15 for a Return journey, payable to the driver or station staff or 12 when pre-booked online, with an e-ticket only**. It does not state what the demensions of a "medium sized" case would be. (f) You must hand over lost Luggage or other items of property of other people: If you find any property of any other person on any Coach or at any Station that we own or manage, you must hand it over to us immediately. (c) Filming: You shall not, without our prior written consent, film on any Coach or at any Station owned or managed by us for any commercial or professional purpose. Depending on the facts of your case, we may or may not have regard to any process followed by, or recommendations of, Bus Users UK. If you want to use the wheelchair lift, we also need to check that the stops at which you wish to board and alight the Coach are accessible stops at which the wheelchair lift can be deployed and that the combined weight of you and your wheelchair is capable of being lifted by the wheelchair lift. Children under 14 cannot travel alone unless accompanied by a responsible adult (16+). (d) a reference to writing or written includes email. If you choose to carry any large valuable items onto the Coach, provided that they otherwise comply with this Condition 11 they will be stored in the hold of the Coach at your own risk. If travelling with a child, you may be required to show proof of age when buying tickets or at any point during your journey. If they are travelling in a wheelchair or you wish to book assistance with travel please call our Assisted Travel Helpline before booking and at least 36 hours in advance of when you would like to travel. You are responsible for complying with all laws of any countries from, to or through which you are travelling. In emergencies, we recommend that you call the helpline telephone number displayed on your Ticket. We will carry your Luggage on and subject to these Conditions and any applicable Special Conditions. Simply select the extra luggage option on the Add Extras page when booking your ticket and save up to 20% vs on the day charges. (ii) make suitable alternative arrangements to carry you to your destination by another mode of transport as we consider appropriate and if you have reserved a seat and the reserve a seat option is not available on the alternative transport refund your seat reservation fee. TUI Airways: 15kg-20kg free on package holidays: From 15 on flight-only deals: No size restriction 15kg-20kg. Where such transport involves air travel we recommend you allow at least 180 minutes between the Service scheduled arrival time and your flight departure time or such longer period as may be recommended by your airline or the airport from which you are travelling and you should contact the airline you are flying with and the airport you are flying from to confirm if a longer period is recommended. Failure to produce such evidence will result in thechild or young person being refused travel. The luggage charge has now been refunded along with a . (ii) You are also allowed to take onto a Service, free of charge, one small piece of soft hand Luggage measuring no more than 45cm x 35cm x 20cm. (b) Children between the age of three and 15 inclusive: Children between the age of three and 15 shall qualify for a Child Ticket. Please call us to check the latest situation before booking and at least 36 hours in advance of when you would like to travel. We welcome highly trained assistance dogs and assistance animals on our coaches. Tip:Booked using yourCoachcard? (b) Travel in a Coach seat: For passengers who can transfer from their wheelchair to the Coach seat, we can transport lightweight manual wheelchairs where they can be safely stowed in the luggage hold of the Coach, which will be the case where they can be folded down and weigh less than 20kgs. Baggage fees are charged on a per-customer, per-flight basis. When travelling on a connected train and coach journey, the greater luggage allowance provisions the whole journey. For more information, please visit our Cheltenham Festival page. The luggage allowance is 20kg; you can also entertain yourself in the bus with TV, Wi-Fi, and more. If you are found travelling with a Ticket that we have reasonable grounds to believe has been fraudulently obtained or used, you will be treated as not having a valid Ticket and Condition 6.1(b) above will apply. (ii) because we have had to alter or cancel a Service other than due to your breach you are entitled to a refund in accordance with Condition 9.2 above. BAGGAGE INFORMATION. (a) Unless otherwise stated in these Conditions, no person other than you and us shall have the benefit of or be entitled to rely upon or enforce any of these Conditions or any other term of the contract to carry you and the Contracts (Rights of Third Parties) Act 1999 shall not apply. (b) Tampered with Tickets: We will not be obliged to replace your Ticket if it is tampered with (including by any information on it being altered or obscured in a way we consider is, or is likely to be, deliberate). Most National Express coaches feature children's booster seats; however, it is recommended to bring an age-appropriate children's car seat onboard if you own one to ensure a snug fit. For example, Special Conditions apply to Multiride tickets, Discount Coachcards, holiday package deals, reduced and discounted fare tickets, promotional tickets, add-on and special offers; Station means any coach or railway station or air or sea port or stop where a Service may be joined or left or through which a Service may pass; Third Party Provider means: (a) a third party operator who performs services on its own account in respect of which we are a ticket sales agent in accordance with Condition 2.3(a); or (b) any third party provider of a transport service in respect of which we operate that service as a subcontractor for that third party but under our own name and branding in accordance with Condition 2.3(b) (e.g. Children under the age of 16 are not permitted to travel on any European service unless accompanied by an adult aged 18 or over. Your Ticket is a record of our agreement to carry you or to arrange for your carriage on a Service. If you fail to produce the discount Coachcard you will be required to pay the applicable fare payable for the Journey(s) permitted by your Ticket without the discount. Children aged between approximately 4 years and 11 years or up to 150cm tall may use booster seats, we carry a limited number onboard most coaches along with our comfort fit seat belts. The weight limit for luggage is not more than 20kg, and dimensions are 70cm x 30cm x 45cm. (c) Spoiled, Damaged or Corrupted Tickets: If your Ticket has been spoiled, damaged or corrupted in any way (including by it or any information on it being obscured in a way we consider is, or is likely to be, accidental) then we may, at our entire discretion, replace your Ticket if you ask for a replacement Ticket a reasonable time before your scheduled departure and you provide us with proof of your purchase of the Ticket, your identity and a reasonable explanation for why your Ticket has been spoiled, damaged or corrupted. If you are not happy with how we have handled your complaint once we have completed our internal complaint process, we are obliged to inform you of an approved alternative dispute resolution entity which is competent to deal with your complaint. Per Piece (up to 20kg) 3: 320: 460: 490 1: 680: JPY. Any claims in respect of damaged Luggage or other items of property must be received by us as soon as possible after the date you discover the damage to the Luggage or other items of property and, in any case, within 28 days of the date of your Journey. (sms or chat based messages are not permissible). If Unchecked Baggage should exceed the dimensions, weight allowances, or safety . For more information, please visit our Cheltenham Festival page. Children under 14 years of age are not permitted to travel without being accompanied throughout the journey by a responsible person aged 16 years or over.Children aged 14 - 15 years old may travel unaccompanied, as from 5am, arriving at their booked destination no later than 10pm. (sms or chat based messages are not permissible). We strongly recommend that you bring a car seat appropriate to your child's age, but ask you to take responsibility to fit the seat. You will be required to purchase a new Ticket at the published fare for the Journey(s) you wish to make to enable you to travel. You will need to ensure that your Ticket is valid for the entirety of your Journey(s). Mango Airlines Carry-On Allowance: Passengers flying in Economy Class may take one single item weighing no more than 7kg that may not exceed 36cm x 23cm x 56cm (115cm) in dimension. If you travel with a Ticket that has been spoiled, damaged or corrupted in any way, it will be treated as invalid and you will be considered to have travelled without a valid Ticket. (b) Luggage checks: where your Luggage is removed from a Coach for customs checks, you will be responsible for getting your Luggage back from those checks or any carousel to the Luggage compartment of the Coach. For international flights: For India to Phuket, Bangkok and Mal it is 20 kg. Please select your passenger type first and then add your coachcards. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. Where possible, small valuable items should be carried on your person and important papers and instruments should be kept in a bag, fitted with a lock as you see fit. Failure to do so may result in the child being required to pay the full fare for the journey on that day. Items of luggage in excess of 20kg will be charged. (d) No refunds: Subject to any Special Conditions that apply to your Ticket, we will not give refunds in respect of any lost, tampered with or spoiled, damaged or corrupted Tickets. Previously purchased Prepaid Baggage may be upgraded up to a maximum of 40kgs per person per sector, except on . Come on over to our page where you can leave comments and receive updates. National Express appears to take an imaginative approach to terms and conditions. We are here to help, Official Coach Supplier to Wembley Stadium, Your Open Dated Return is valid for 3 months from your outbound journey. The safety harness or pet carrier is something that you, the Customer, will be required to provide. . Calls to this number are charged at local rate. We strongly recommend that you bring a car seat appropriate to your child's age, but ask you to take responsibility to fit the seat. Children aged 12 or under travelling on any European service must be accompanied by an adult aged 18 or over. Please select your passenger type first and then add your coachcards. Power sockets WiFi Air Conditioning Disabled access Luggage Child seats Toilets Are there power sockets on National Express coaches? (e) Cancelling or changing your pre-selected seat: (f) Our right to change your pre-selected seat: (g) Special assistance passengers: We will endeavour to provide a seat that is appropriate to the needs of any passengers requiring special assistance at no additional charge to the Ticket fare. You will be required to purchase a new Ticket at the published fare for the Journey(s) you wish to make to enable you to travel. Large cases no more than 75cm x 50cm x 32cm. If you are travelling with more than 1 infant aged 0-2, please book the additional infant as 'Children (3-15). You must label every piece of your luggage with your name, address and contact details. For full info,please see our full luggage terms and conditions. (xi) any items which, in our opinion or in the opinion of any driver of a Coach or National Express representative, are or may be unsafe, or may cause injury, offence or damage to any persons or property, including items with sharp or protruding edges, any item over 20kg in weight or any item which cannot be folded down or packaged to comply with Condition 11.1, or items which are otherwise considered by us to be unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile (and not securely packed) or perishable or in liquid form (and not securely sealed). Two medium-sized suitcases that weigh no more than 20Kg each, plus a small piece of hand luggage, are permitted. For those passengers seeking to travel in a wheelchair, we need to carry out the checks listed in our Wheelchair User Guidelines (available from our Assisted Travel Helpline or at https://www.nationalexpress.com/en/help/wheelchair-user-guidelines) to ensure that we are able to provide travel (the Requirements) and we also need to check that the wheelchair is powered by dry cell, or gel-type or lithium batteries only. (d) Fragile items: We only agree to carry fragile items if they are of reasonable size and securely packaged in order to not become damaged in the luggage hold, subject to space being available and any charges being paid if the items are excess or outsized items. (a) Lost and Stolen Tickets: We will not be obliged to replace your Ticket if it is lost or stolen. (a) Changes to and/or Cancellations of Services: We will run our Services using reasonable care and skill. You are allowed to take onto a service one or two medium sized suitcases or rucksacks (no more than 20kg per item) free of charge and one small piece of soft hand luggage. Young persons aged 16 or 17 years can travel alone on European services but only if they have a letter of authority from a parent or guardian. (b) Cancellation before Service has begun: If we cancel or withdraw a Service before it has commenced, and you do have a place reserved on it, our liability will be at our option to:-, (i) make suitable alternative arrangements to carry you to your destination on another Coach, or other mode of transport as we consider appropriate and if you have reserved a seat and the reserve a seat option is not available on the alternative transport refund your seat reservation fee; or. If you are an adult accompanying a child it is your responsibility to ensure that that the child complies with these Conditions and any Special Conditions applicable to their Ticket. Certain types of Ticket have Special Conditions attached to them which do not permit changes to or cancellation of Service reservations after the time of the original Ticket booking. These Conditions tell you who we are, how we will provide services to you, how and when you and/or we may change or end the contract between us, what to do if there is a problem and other important information. Unaccompanied children under the age of 14 will be refused travel. Valid Ticket age or a signed letter of permission from their parent/guardian luggage! For more information, please see our full luggage terms and Conditions Conditioning Disabled access luggage seats! From 15 on flight-only deals: no size restriction 15kg-20kg chat based messages are permissible... Asked for proof of age or a signed letter of permission from their.! Provisions the whole journey you should comply with any such request where you are travelling with more 20kg. 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