Private Hire FAQs

What impact does Corona have on my coach hire booking?

What COVID measures are in place for my private hire journey?

Please click here to view our COVID-19 safety document.

Please visit our COVID-19 safety page for more information.

If I make a booking and I am unable to travel due to COVID-19 what happens?

How can I get a coach hire quote?

You can fill out the ‘quick quote’ form here or call 0845 257 9845 

How long is my quote valid?

Your quote is valid for 14 days

How will I receive my quote?

There are many channels of communication to speak to a member of our team e.g. Phone, Email, Live Chat. A written quotation will be sent via email and for any customers without email, this will be sent via post.

What areas do National Express Transport Solutions cover?

We provide UK wide ground transport solutions as well as European travel.

Our partner operators allows us to provide solutions for UK and International coach hire.

What size and type of coaches can National Express Transport Solutions provide me?

Our fleet consists of anything from our minibuses to our double-decker coaches. Our vehicles range from 16 seater minibuses to 49 seater standard coaches, 57 seaters executive vehicles or our 36 seater VIP luxury coaches with kitchen facilities and luxury lounge areas. Please click here to view our fleet.

What forms of payment do you take for a private hire?

We currently accept credit/debit cards, bank transfers, cheques and cash. We do not accept AMEX payments.

What happens if I want to cancel a booking?

a. If the hirer wishes to cancel any agreement, they are liable to forfeit any deposit paid and to make further payments up to the following percentage of the hire price.

DAYS PRIOR TO CANCELLATION CHARGE:

  • 8 days or more Deposit
  • 6-7 days 25%
  • 3-5 days 35%
  • 2 days 50%
  • 1 day 75%
  • The arrival of coach at departure 100%

b. The cost of accommodation, meals and theatre tickets, which have already been purchased by the company at the request of the hirer, plus any administration charges, incurred by the company.

c. Cancellation due to inclement weather conditions will be charged as above.

d. Ferry/Tunnel crossings, theatre tickets or any other such ancillary service once purchased are not returnable and must be paid for in full.

What are the procedures for late payments?

The hirer is responsible to pay a deposit and the full hire cost when due. If you fail to make due payments we are entitled to either terminate the contract or to take legal action to enforce payment. The company reserves the right to add interest at the rate of 2% compound interest per calendar month, after the date by which payment should have been made.

Do you cater for disabled passengers?

Yes we do, you can view all the relevant information on serving disabled customers here

Can I eat and drink on board a National Express Transport Solutions coach?

Yes, we provide refreshments on our coaches and some even have kitchen facilities.

If you want to consume alcohol or food on board, this needs to be agreed prior to booking. A security deposit will be required which is fully refundable if the coach returns in the same condition.

Can I bring an animal on-board?

On a private hire, no animals (other than guide dogs and hearing dogs notified to the company in advance) may be carried on any vehicle without prior written agreement from the company.

What happens if the driver isn't at the pick up?

We will do everything in our power to get your driver to the correct pick-up point and on time. However if for any reason this does not happen please call our office straight away on 0845 257 9845 and we will be happy to help.

Can an infant/child sit on a parents lap?

Everyone on-board the coach is required to have their own seat, we do not allow infants/children to sit on an adults lap. We recommend Infants and children that would usually require a car seat to use one on the coach. National Express Transport Solutions cannot supply you with a child seat or booster.

Can you put suitcases on-board the coach?

Not on-board the coach, please use the luggage hold underneath the vehicle (Your driver will assist you).

Can I sit on a courier seat?

No, the courier seat is used for National Express Transport Solutions staff and Tour Guides only.

We are in Manchester can you pick us up?

Yes, of course, National Express Transport Solutions has depots across the country and also works with partner operators providing UK fleets to provide a coach for you in your area.

Would multiple pick-ups/drop offs cost extra?

The price of your hire is calculated based on driving time and fuel used, so if the extra stops result in using more fuel and using extra driving hours then the price will be calculated accordingly.

Would it be more expensive for the evening/night hire?

We now add a surplus for night time hires.

How much deposit is needed and when is the balance due?

A 20% deposit is required upon booking and full payment is due 30 days before the date of travel.

Is VAT included?

Coach hire is exempt from VAT so our prices do not and will not ever include VAT.

Can we pay after the hire?

No, we require payment in full, 30 days before the hire date. If the hire is booked less than 30 days before the travel date then full payment will be required immediately in order to confirm your booking.

I've had issues in the past with drivers not turning up on time. How do I know the same won't happen with National Express Transport Solutions?

Here at National Express Transport Solutions, we pride ourselves on our customer service. We place customers as our highest priority and delivering what we promise is paramount. We will do everything in our power to arrive at your location on time, however, due to unforeseen circumstances such as bad traffic or technical fault; there may be an occasion where we may be running late. If this is the case we will keep you fully informed as soon as we know. Our office is manned 24hrs a day, 7 days a week. If you have any questions please call our customer services 0845 257 9845  and we will be happy to help.

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