National Express Group PLC
The National Express Group PLC's Assisted Travel department offers phone support for after-sales issues and complaints related to their coach services. This includes handling complaints about journey issues, booking problems, and service feedback. They also provide support for ticket amendments, refunds, lost property, and travel assistance. The service is available Monday to Friday from 08:00 to 18:00, and Saturday from 09:00 to 13:00. It is closed on Sundays. Common reasons for calling include resolving booking issues and requesting refunds. Wait times can be long, especially during peak travel periods, so calling early in the day is recommended. Online forms and emails are alternatives for non-urgent issues.
Updated 15 Dec 2025
Expected outcomes
- Submit a complaint
- Request ticket amendment
- Request a refund
- Report lost property
- Request travel assistance
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Booking reference
- Personal contact details
- Description of issue
- Personal identification
- Details of amendment
Known issues
Customers often experience long wait times when calling the after-sales and complaints line, particularly during peak travel periods and after major service disruptions. To mitigate this, it's advisable to call early in the day or use online forms for faster responses. Some users also report difficulties in escalating unresolved complaints to higher management. Persistence and using written or email complaints, or third-party platforms like Resolver, may help improve escalation. For urgent travel issues within 48 hours, calling is recommended, but be prepared for potential delays.
