Our Vision, Purpose and Values

The leader in every market we operate in, trusted to deliver service excellence, consistently

By being excellent in all areas of the business, we will meet customer expectations, deliver industry-leading services, be a company people are proud to work for and act as a willing and constructive partner. We also believe that Excellence means we are as cost-efficient as we can be.

We launched Excellence as a fifth Value because we want all parts of the business to focus on quality and excellence.

The safest mass transit operator in the communities we serve.

We value the safety of our customers, employees and the public. This priority is reflected in our policies and behaviours – it’s the way we do business.

Responsibilities for managing our performance rests with the managing director and Chief Executive Officer. Safety performance is reported monthly and regularly to the board.

Our Driving Out Harm programme sets the safety standards for the business and our employees. The right training is key to engaging our people so they have an understanding of safety matters and take responsibilities for managing risks.

The most trusted and valued mass transit partner

Customers are at the heart of everything we do. We continue to work to achieve their lifetime loyalty by delivering excellent services and improving the customer journey.

Each business division has its own customer charter which is designed to be tailored to its operations. These contain our commitments on matters such as safety, value for money, communications with customers, service reliability, punctuality and vehicle maintenance.

• We strive to provide a reliable and high-quality service for all of our customers from start to finish in their journey with us.
• We will regularly enter into dialogue with our customers to maintain and develop our services.
• We will regularly invest in our facilities to enhance our customer experience.
• We aim to address social exclusion by providing access to public transport for people who are less able to use it.

We develop the talents, reward the exceptional performance and respect the rights of all our employees. The place to work in mass transit.

Delivering on our Vision and for our customers is only possible if National Express Transport Solutions is a good place to work. We recognise that our workforce is our greatest asset and we want each of our employees to reach their full potential and to give their best.

Our commitment to our people includes:

• We will ensure that all of our employees are treated fairly, offered equality of opportunity and we will promote diversity.
• We fully recognise the right to organised representation of workers.
• We have a zero-tolerance approach to harassment, victimisation or bullying.
• We encourage and promote an optimal working environment for all of our employees.

We are active in the communities we serve to generate economic, social and environmental value. The world’s greenest mass transit operator; a trusted partner in the communities we serve.

As a transport company, we don’t just move vehicles. We are proud to play a vital part in our communities – whether that’s getting people to work, taking them to see loved ones, effectively managing our environmental impact or, above all, taking children safely to and from school.

Directly through the services we offer and through the jobs we provide, we are making a difference in our communities. Our responsibilities to the wider community also embrace our environmental impacts.

At National Express Transport Solutions, we support a number of charities throughout the year whether this is transport, brand awareness or through various fundraising activities. We are also part of the National Express Foundation that supports young people to succeed in life.