Please call us 36 hours prior to travelling to check the latest status. We agree to carry you and your Luggage on the Journey permitted by your Ticket, on and subject to these Conditions and any Special Conditions applicable to your Ticket. We will normally release any seats (including those reserved, but unoccupied) within 10 minutes prior to the published departure time. Each of these Conditions, and Special Conditions which apply to your Ticket, shall be separate and severable. We will not be liable for any additional costs or losses you may incur as a result of you missing the departure of the Coach. (a) Packing of Luggage: You must pack all of your Luggage safely and securely, and lock and fasten it, with a view to protecting your Luggage from loss, damage or interference, and to protect any persons or other property on a Coach from being damaged by your Luggage. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. (e) If we agree to carry any particular Luggage or other item of property on any Journey this does not mean that we have agreed to carry that Luggage or other item of property on any subsequent Journey you make, unless it is Luggage that is free of charge. (b) Selecting a seat: If the select your seat option is available to you, you will be given the option to pre-select a seat on your Service as part of the booking process at the time of your original booking, but you will also have the opportunity to pre-select a seat through our website at www.nationalexpress.com/myaccountup to 24 hours before the departure time of the applicable Service, in each case subject to availability and only where you had the option to pre-select a seat during your original booking. (ii) cancel the Ticket, and allow you to claim a refund of the full amount of the fare and any seat reservation fee if no portion of the Ticket has been used, or, if the outward part of a return Ticket has been used, 50% of the fare and any seat reservation fee for the return Journey. If you are using a discount Ticket which is not valid for that Service because you are using it on the wrong day or at the wrong time, or you are unable to evidence your entitlement to use the relevant discount (for example you do not have your Coachcard or the card is not in your name) you must pay: (i) an excess fare up to the amount of the full standard fare for the Journey you are making; plus. In emergencies, we recommend that you call the helpline telephone number displayed on your Ticket. Customers will be permitted to pool their individual allowances if they are travelling in a group or as a family, but they must be travelling on the same Ticket. On European Services it is your responsibility to load any Luggage which you want to place in the hold on to and off the Coach. The usual weight limit for the largest suitcase you can check in is 30 kg (66 pounds), dimensions 81x59x34 cm (31x23x14 inches). (a) Children under the age of two: Children who are under the age of two shall qualify for a Child Ticket. weight 20kg ) 1 x soft hand luggage. Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers. We request that assistance dogs or animals wear a safety harness or are placed in a pet carrier that can fit on a seat when on board the Coach which shall be attached to the seatbelt of a spare seat. (sms or chat based messages are not permissible). Such stops are shown on our published timetables. "Luggage" means any suitcase or other bag which you leave in the luggage hold of the Coach, bring onto a Coach, or bring into a Station; "M-Ticket" means a Ticket which can be purchased online or over the telephone from our contact centre and which will be sent to you by SMS, an M-Ticket may also be referred to as an "SMS Ticket". The majority of stops along the routes listed below are accessible to wheelchair users but are subject to change. Your Ticket is our property and shall be returned to us on request. You are entitled to two items of luggage to be stowed in the hold. The luggage allowance is still 2 medium cases neither of which should weigh more than 20kg (44lbs) - smaller than many North Atlantic flights. But best of all, snap up. If there are any items in left Luggage or other items of property which we consider are unlawful, dangerous or perishable or otherwise unsuitable for storage, we shall be entitled to hand them over to the relevant authorities or dispose of such items at any time. If we delay enforcing these Conditions, or any Special Conditions that apply to your Ticket, including by delaying asking you to comply with them or taking steps against you for non-compliance with them, this will not prevent us from enforcing them against you later in respect of that or any other non-compliance. Two medium-sized suitcases that weigh no more than 20Kg each, plus a small piece of hand luggage, are permitted. If your return date is not yet known, open return tickets provide flexibility.When travelling within the UK, the return journey can be made within 3 months of the outward date of travel.To guarantee your seat on your return journey you need to confirm your ticket before you travel by visiting www.nationalexpress.com/en/help/tickets/open-returns or call us on 03717 81 81 81.Lines open 7 days a week, 8am - 8pm (calls to this number are charged at local rate).Valid on any day throughout the year. The National Express coaches come with a free luggage allowance of either 2 medium or 1 large cases for the hold of the bus. > Check-in Baggage: 15 kg per person. Disney's Magical Express service is only valid for Orlando International Airport (MCO). If you do travel on any Service without a valid Ticket, you must leave the Service when asked, and we will be entitled to remove you from the Coach if you refuse, unless you immediately purchase a valid Ticket for your entire Journey (subject to availability of a seat for your entire Journey) and you pay: (i) the applicable fare as specified by the driver of the Coach or any National Express representative for the Journey which you are making; plus. (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. You are responsible for making sure that you travel on the Service for which you have a valid Ticket and that you board that Service at the correct boarding point and you alight that Service at the correct destination. (j) Fraudulent refund claims: We shall not be obliged to process a refund where we have reason to believe that the claim for the refund is made fraudulently. Please call us 36 hours prior to travelling to check the latest status. These Conditions, and your contract with us, are governed by English law and you and we can bring legal proceedings in respect of your contract in the English courts, save that if you live in Scotland you or we can bring legal proceedings in respect of your contract in either the Scottish or the English courts. You may film for personal or private purposes provided that such filming does not cause, and is not likely to cause, distress or alarm to any driver, National Express representative or any other customer or passenger. The seat selection fee (if applicable) is not refundable, unless you are legally entitled to a refund. You may not transfer or assign your rights or obligations under these Conditions and any Special Conditions to any other person. We shall not be liable to you if you miss any Service as a result of your late arrival or your boarding at a different location, and we shall not be obliged to hold up any Service to wait for you, or to provide a place (or any reserved seat) on any other Service, if you miss a Service. You must take care of your Ticket, including by not losing, tampering with or spoiling your Ticket and by ensuring that your mobile phone or other electronic device is sufficiently charged so that a Ticket texted to your phone (an M-Ticket) or accessed via your email (an E-Ticket) can be displayed when boarding your Service and at all times during your Journey. (f) Getting the Luggage onto and off of a Service: On Services (excluding European Services) Drivers will load and unload your Luggage which is placed in the hold on to and off of Coaches but may request your assistance in loading any oversized or heavy or fragile items of Luggage. 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. You should comply with any such request where you are reasonably able to do so. You are responsible for complying with all laws of any countries from, to or through which you are travelling. (b) Cancelling or changing reservations for a particular Service: Where permitted by any Special Conditions which apply to your Ticket, you may cancel or change your reservation for a particular Service by giving notice to us at a coach station or through our customer Service Centre within the time specified in the Special Conditions applicable to your Ticket. You will have the option of selecting a High Demand Service, where an option exists, as part of the online booking process and where such an option is selected, You acknowledge that the Journey on the High Demand Service is subject to the following conditions: (a) a High Demand Service will only stop at Stations and stopping points where there is sufficient demand and it may not stop at all of the same Stations and/or stopping points as a scheduled Service; (b)a High Demand Service may not be branded in National Express livery; (c) a High Demand Service may not have some or all of the following features: In order to help ensure the safety of our customers and staff, you must, until further notice, whenever travelling with National Express act in a way which is consistent with helping prevent the spread of Coronavirus (COVID-19) and current government guidance. Should be booked as Children. However, if you wish to book travel on the day or otherwise within 36 hours of travel we will make reasonable efforts to arrange assistance on the day or within any advance notice period provided. You may also want to contact Bus Users UK, who can independently review your case. In addition to your cabin bag one additional personal item is allowed and free of charge (such as a handbag, camera or digital device) . (b) Lost Luggage or other items of property: If without being notified, we find any lost Luggage or other items of property on a Coach or at a Station, we may store it in accordance with Condition 11.2(c), subject to our rights to dispose of it as specified in that Condition, but any such storage will be at your risk and you will be responsible for contacting us about it. However, any cancellation or requests for changes to Service reservations after the departure of the applicable Service shall be considered to be a cancellation of the Ticket and, in such event, you shall only be entitled to a refund of your Ticket where a refund is expressly permitted under Condition 10 of these Conditions or otherwise under any Special Conditions which apply to the Ticket. Laws of any countries from, to or through which you are reasonably to! Property and shall be separate and severable descriptions are designed to help you choose right.: 15 kg per person any countries from, to or through which you responsible! Under the age of two shall qualify for a Child Ticket prior to travelling to check the latest status the. In the hold descriptions are designed to help you choose the right Ticket for yourself or your travellers... Conditions, and Special Conditions which apply to your Ticket 15 kg per person any such request you! 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