Our code of Practice

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Serving Disabled Customers

This code is designed for use within National Express Transport Solutions and sets out our commitment to disabled customers and the roles and responsibilities of the company, its employees, customers and partners in meeting those needs.

Who does the code of practice apply to?

Our code applies to all disabled customers, including:

  • Wheelchair users
  • Blind or partially sighted customers
  • Deaf or hard of hearing customers
  • Customers with learning disabilities
  • Customers with mobility difficulties
Our commitment to you – What we can do
  • When hiring a vehicle and you know you have a passenger who may need assistance, it is your responsibility to tell us 48 hours before you intend to travel what it is you require. We will advise you what assistance we are able to provide at each stage of your journey where we are able to provide our own staff. The more information we have about your requirements, the better prepared we will be to meet your needs when you travel with us.
  • Whilst we are not able to reserve specific seats, on our coaches, the front seats in the coach could be reserved with a request from the customer. Seats are subject to availability.
  • Our drivers will assist with the loading and unloading of customers’ luggage in the coach, but may need assistance with items over 20kgs.
  • If you need assistance getting on or off a coach, advise us when you confirm your booking by way of the acceptance form. Every effort will be made to provide this assistance in a timely and comfortable manner.
  • We will accept lightweight manual wheelchairs, subject to them being capable of being stowed in the luggage hold of the coach. We regret that we are unable to accept manual wheelchairs that are more than 20kgs in weight.
  • We do have vehicles specifically designed to carry one passenger travelling in their wheelchair in the main coach cabin, however the vehicle is specifically designed to carry a reference wheelchair. You will need to ensure that your wheelchair complies with the dimension set out in the diagram below, to ensure correct and safe carriage. It is also essential that it is a model which can be securely restrained within the coach. In the event that your wheelchair exceeds the dimensions or we are unable to restrain the chair safely, you will be unable to travel in this way.
  • The wheelchair lift has a safe working load of 300kgs. This is to include the wheelchair and occupant plus an assistant. Over this weight will mean the wheelchair and occupant will be refused travel.
  • Any passenger travelling in a vulnerable seat or seating position will be required to wear the seat belt supplied and any seat restraint mechanism must be securely and correctly fitted. The company will retain the right to refuse travel to any passenger seated in these positions that refuse to wear a seat belt. For clarity a vulnerable seating position is a seat or position at the front of the vehicle or any seat or position immediately facing a gangway, aisle or stairwell.

  • We will accept small mobility scooters and powered wheelchairs for travel subject to the following:-
  • The scooter or powered wheelchair will break down into separate parts each weighing no more that 20kgs.
  • The disabled customer is accompanied at the point of departure and arrival by a companion who is able to dismantle and reassemble the powered wheelchair/scooter to enable stowage in the coach.
  • The powered wheelchair/scooter is operated by dry cell batteries only.
  • We will accept officially trained and approved assistance animals when accompanying its owner or user. We regret that no other animals will be carried.
  • We will allow customers who require them to carry personal oxygen supplies in hand held bottles.(2kg)
  • We will advise you if you make a request that we cannot fulfil.
  • If your pre-booked arrangements have not met your expectations and you notify us, we will investigate and report back to you.
  • We welcome feedback and comments from disabled customers about how we can improve our service to you.
Our commitment to you – What we cannot do
  • Our staff and drivers are not permitted to assist customers with their eating or personal hygiene. Health and safety considerations mean we cannot lift or carry you, and cannot provide medical services such as giving injections. If a medical condition requires others to provide this type of care, you should travel with a companion who can assist you during your journey.
  • Our drivers and staff are unable to provide personal care services at coach stations or during the journey.
  • Our drivers and staff are unable to dismantle or reassemble mobility scooters or powered wheelchairs that have been approved for travel.
Digital Accessibility

Every effort has been made to make sure that the pages on this site comply with all W3C WCAG Priority Guidelines. The accessibility and usability features that have been implemented on this site are listed below.


This site uses CSS for visual layout. For optimal viewing, it is recommended that you use a browser with CSS2+ support, such as Internet Explorer 8 (or better), Mozilla Firefox, Google Chrome or Safari.

This site uses relative font sizes, compatible with the user-specified “text size” option in visual browsers. The recommended “text size” for viewing this site in a visual browser is medium or 100%.

Browsers and Resolution

If your browser or browsing device does not support style sheets, the content of each page will still be readable. The recommended resolution for viewing this site in visual browsers is 1024 x 768 pixels or higher with 32 bit colour.

Access Keys

The National Express Transport Solutions website utilises access keys as a method of navigating through the main sections. Access keys will work in Mozilla Firefox version’s 1.5 and 2.0, and in Internet Explorer version’s 6.0 and 7.0. Learn more about how to use Access keys.

For Windows and Linux
For Mozilla Firefox 1.5 and 2.0, press (and hold) the Alt + Shift keys and one of the access keys.
For Internet Explorer 6.0, press (and hold) the Alt key and one of the access keys, then press return.
For Internet Explorer 7.0, press (and hold) the Alt + Shift keys and one of the following access keys, then press return.

For Mac
Press (and hold) the Control key and one of the following access keys:

Access key h: Home
Access key s: Coach Services
Access key c: Commuter
Access key t: Tours and Day Trips
Access key u: Customers
Access key a: About us
Access key f: Fleet
Access key n: News

Priority Compliance

Every effort has been made to achieve priority one compliance, from this documents provide text equivalent for all non text elements, content can be read without colour, style sheets or scripts, dynamic content equivalents are updated as dynamic content is changed, and if any multimedia is used for content a text equivalent is provided.

Priority 1 Compliance
Every effort has been made to achieve priority one compliance, from this documents provide text equivalent for all non text elements, content can be read without colour, style sheets or scripts, dynamic content equivalents are updated as dynamic content is changed, and if any multimedia is used for content a text equivalent is provided.

Priority 2 Compliance
We have designed this site to meet priority 2 guidelines such as ensuring there is sufficient contrast between foreground and background colours. The use of style sheets to control layout and presentation, and navigation is used in a consistent manner.

Priority 3 Compliance
This site has also been designed to meet priority 3 guidelines of creating a logical tab order through all links and form controls. Keyboard shortcuts have been provided for navigation, the natural language of each page is identified, and summaries are provided for all tables. For a more detailed explanation on Priority Guidelines please visit the website.


The National Express Transport Solutions web site may use cookies to collect information about how the site is used by its visitors. Cookies provide non-personal statistical information about visits to pages on the site, which may include the duration of individual page views, paths taken by visitors through the site, and other general information. None of this information is associated with you as an individual.

However, should you wish to delete or disable the cookies, you can do so by referring to the “Help option” on the menu bar of your browser. This will tell you how to prevent your browser from accepting new cookies; notify you when you receive new cookies; and disable cookies altogether

Changes to the privacy policy

We may update this policy from time to time. Please check this page regularly for notification of any significant changes in the way we treat your personal information.

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