Useful information

 

Our Luggage Policy

Find out more about the National Express luggage policy.

 

Jump to:  Prohibited luggage and luggage safety

                  Lost luggage and liability

                  Wheelchairs

                  Animals and livestock

                  Eurolines permitted luggage

 

7 - LUGGAGE

 

7.1 - PERMITTED LUGGAGE and LUGGAGE ALLOWANCE

 

We will carry your luggage on and subject to these General Conditions of Carriage (and any Special Conditions that apply):

  • You may take one or two medium sized suitcases/rucksacks onto a service (weighing no more than 20kg each) free of charge, and one small piece of soft hand luggage. Hand luggage means something that can be stored in the overhead rack or beneath your seat. Luggage items significantly in excess of 20kg may be charged
  • We have no obligation to carry luggage in excess of the permitted amount, but additional pieces of hold luggage or ‘outsized’ items will be allowed, subject to space and at extra charge. These charges are: £10.00 per item on a single journey (one journey can be multi-leg), and £15.00 per item on a return journey. Up to three chargeable items can be taken in the hold.
  • Height, width or depth of these extra items must not be bigger than 85cm, and priority will be given to customers travelling with luggage within the free limits.
  • We shall have no obligation to carry luggage in excess of the permitted amount, but we will endeavour to do so, where space permits.
  • Customers travelling in a group or family are allowed to ‘pool’ their individual luggage allowances, but they must be travelling on the same ticket.
  • If the customer pre-purchases excess luggage and there isn’t sufficient room to take it, then he/she will have to wait for the next service, where boarding priority will be given.
  • Collapsible manual wheelchairs and folding pushchairs/buggies will be carried for free in the hold. Special arrangements apply for battery powered wheelchairs/disabled scooters, and reference should be made to our Code of Practice for Disabled Customers.
  • Customers must travel with their luggage. All non-luggage items will only be carried if boxed or packaged securely, and are carried at the owner’s risk. Suitable insurance is advised.
  • Excluded from the excess luggage charge are: Hotel Hoppa, RailAir, Non-National Express services sold by National Express and Events services.
  • If a customer is connecting to/from an Event, the luggage charge can be waived on the connecting scheduled service (if the customer provides evidence of travel on an Event service).
  • We may agree, subject to available room, to carry additional luggage such as: skis, surfboards, folding/dismantled bicycles, provided that they are in suitable protective packaging. Agreeing to carry particular luggage on any journey does not mean that we have agreed to carry it on your subsequent journeys.
  • If the total number of items placed in the hold is no more than two, folded bicycles, skis and surfboards etc will be exempt from the excess luggage charge for ‘outsized’ items. If carrying any of these items causes your number of items in the hold to exceed two, then the third item is chargeable.
  • Fragile items will only be carried if they are securely packaged and of reasonable size, e.g., smaller electrical goods.

Drivers will load your luggage on or off coaches, and may request the customer’s assistance to load items of luggage over 20kg. ^Top

 

7.2 -  PROHIBITED LUGGAGE and LUGGAGE SAFETY

 

We are not obliged to carry any of the following items, and you may not bring them onto a coach without our permission:

  • Any weapons
  • Explosives
  • Drugs or solvents (other than medicines)
  • Oversized sports equipment
  • Bicycles which are not folded or dismantled/wrapped
  • Any item which we deem to be unsafe, or that may cause injury, offence or damage to property, or is not properly secured or sealed, or items which are considered by us to be unsuitable for carriage, due to weight, size, shape, character or any item over 20kg that cannot be folded down or packaged to comply with Clause 7.1.

 

(b) If you take prohibited luggage on board: You will be advised and we will remove it immediately and leave it outside the coach, wherever that may be situated. If you are unsure whether we will carry an item, you should obtain written confirmation before purchasing your ticket(s). We are not liable for the loss/damage of any prohibited items on the coach under any circumstances or for any reason whatsoever. ^Top

 

7.3 - Packing and identification of luggage

 Your luggage must be packed, fastened and locked safely and securely, with a view to protecting it from loss, damage or interference, and also to protect other customer’s property from being damaged by your luggage.

All luggage given to us should be labelled clearly and appropriately, and include a contact telephone number where possible. We are not obliged to carry luggage which has not been properly packed/labelled. We reserve the right to involve police if we feel there are any security/safety issues. ^Top

 

7.4 - Inspection of luggage

 We shall be entitled to inspect your entire luggage for the purpose of ensuring compliance with the requirements in point 7.3. We shall not be obliged to carry you or your luggage on board, and shall be entitled to remove you from any coach if you refuse to submit to a search. ^Top

 

7.5 - Storage of luggage

 All luggage other than hand luggage will be stored in any hold or other storage compartment on the coach, and not in the passenger compartment of the coach. ^Top

 

7.6 - Getting the luggage onto a service

 Drivers will load and unload luggage (except as described in 7.1), but it is your responsibility to see your luggage put on/taken off a coach, or checked in at any station where check-in arrangements apply.

Except for luggage in the hold of the coach, you must look after your luggage (and your hand luggage when on a coach) at all times, including at any station. ^Top

 

7.7 - Restricted stops

 At some stops, for safety reasons, we are unable to load and unload luggage. These stops are shown on our published timetable leaflets. At these stops, only hand luggage is permitted. ^Top

 

7.8 - Small valuables and important items

 Small, valuable items should not be stored in the luggage hold but should be taken on board as hand luggage. This refers to: money, medication, jewellery, precious metals, laptops, personal electronic devices, negotiable papers, securities, business documents, passports, visas, tickets and identification documents. These items should be placed in the overhead racks or under your seat, but should not be left unattended by you. Where possible, they should be carried on your person. ^Top

 

7.9 - LOST LUGGAGE and LIABILITY

 

7.9.1Our liability for lost luggage

 If we are notified that you have left behind or lost any luggage on a coach or station, we shall take responsible care of that luggage when it is located. ^Top

 

7.9.2Storing your lost luggage

 If we find any of your luggage on a coach or station, we will store it at such location as we may decide, but all such storage will be at your risk. We may charge you a reasonable administration fee for the storage/return of such luggage. ^Top

 

7.9.3Our right to dispose of lost luggage

 If lost luggage has not been collected within 1 month of our receiving it, we may dispose of it in any manner we wish including destruction or sale, and we shall be entitled to keep any sale proceeds. We will be entitled to open/examine any left/lost luggage. If there are any items which we consider to be dangerous or perishable, we shall be entitled to dispose of them within 48 hours of receiving them. ^Top

 

7.9.4You must hand over lost luggage of other people

 If you find another person’s property on any coach or station, you must hand it over to us immediately. If you find property on a coach you should hand it to the driver where possible. ^Top

 

7.10Notification of loss or damage

 If you lose any luggage during a journey or if your luggage is damaged, you must notify a member of our staff as soon as possible. You must confirm any loss/damage of your luggage within 24 hours after the end of your journey by calling: 03717 81 81 81. You can also write to the Lost Property Department at National Express Ltd, PO Box 9854, Birmingham, B16 8XN. If you do not notify us as required of any loss/damage to your luggage, then we will not be liable for that loss/damage. ^Top

 

7.11 - Our liability for loss or damage to luggage

 We will take reasonable care of your luggage. We will only be liable for any luggage loss/damage caused by our negligence. Our maximum liability for any loss of/damage to your luggage whether for: breach of contract, breach of any duty of care in relation to the luggage, our negligence, or any deliberate/negligent acts of our employees, agents or representatives, is limited to £500.

You should insure your luggage with reputable insurers against all usual and normal risks of loss/damage, to the full replacement value of the luggage, with no excess. ^Top

 

WHEELCHAIRS

 

We accept lightweight manual wheelchairs for travel, subject to them being capable of being stowed in the coach’s luggage hold. We regret that we are unable to accept manual wheelchairs that weigh more than 20kg. Mobility scooters can also be stowed, but please check with our Disabled Persons’ Travel Helpline on: 08717 81 81 79 before travelling.

We have a growing number of fully accessible coaches. Pre-booking is required to ensure that the wheelchair type is capable of being fully and safely secured on the coach.

For further information, call our Disabled Persons’ Travel Helpline. Calls cost 10p per minute (plus network costs).^Top

 

ANIMALS and LIVESTOCK

 

We accept assistance dogs on all of our services but we regret that no other animals can be carried.

Please note: all travel is subject to the National Express General Conditions of Carriage. ^Top

 

EUROLINES PERMITTED LUGGAGE

 

  • You are allowed to take onto a service: one or two medium-sized suitcases/rucksacks (of no more than (h)70cm x (w)30cm x (d)45cm in size and 30kg in weight), plus one small piece of hand luggage (something that can be stored in an overhead luggage rack or under seats). The permitted luggage limit varies for different services, and you should refer to our published timetables or our other publications for details of the permitted luggage for each service.
  • Eurolines are not obliged to carry luggage in excess of the luggage allowance. If we agree to carry particular luggage on a journey, this does not mean we have agreed to carry that luggage on any subsequent journey you make.
  • Fragile items, e.g. electrical goods, will only be carried by us if they are of a reasonable size and securely fastened.

Please note: all travel on Eurolines services is subject to the Eurolines (UK) Ltd General Conditions of Carriage. We will carry your luggage on, and subject to, these General Conditions of Carriage and any applicable Special Conditions. ^Top

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