Furthermore, the definition of hand luggage has been (rightly) clarified, in so doing, made stricter: As our storage facilities are limited we may only hold on to left or lost Luggage or other items of property for 28 days, after which time we reserve the right to dispose of it in any manner we consider appropriate. Adult fares are applicable to all passengers aged between of 26 and 59 inclusive. (d) Other border requirements: You are advised that when crossing any borders or check-points, further requirements may be applied by the countries you are leaving or entering. If you wish to cancel your Ticket and claim a refund later than 24 hours prior to the departure time shown on your Ticket or after the departure time shown on your Ticket or you are unable to contact the original issuing office you should write to the Refunds Department, National Express House, Mill Lane, Digbeth, Birmingham, B5 6DD, enclosing your Ticket (or in the case of M-Tickets and E-Tickets, the Ticket Number and type) and an explanation as to why you could not use it. Children under 14 cannot travel alone unless accompanied by a responsible adult (16+). (e) If you fail to inform us of any errors in respect of any Ticket within the earlier of: (i) the date 2 Working Days after your receipt or purchase of the Ticket; and (ii) the departure time of the Service, then your Ticket will be assumed to be correct. (e) Cancelling or changing your pre-selected seat: (f) Our right to change your pre-selected seat: (g) Special assistance passengers: We will endeavour to provide a seat that is appropriate to the needs of any passengers requiring special assistance at no additional charge to the Ticket fare. One infant aged 0-2 travels free when accompanied by an adult with a valid ticket. 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. Where possible, small valuable items should be carried on your person and important papers and instruments should be kept in a bag, fitted with a lock as you see fit. The usual weight limit for the largest suitcase you can check in is 30 kg (66 pounds), dimensions 81x59x34 cm (31x23x14 inches). Baggage fees are charged on a per-customer, per-flight basis. If you are not happy with how we have handled your complaint once we have completed our internal complaint process, we are obliged to inform you of an approved alternative dispute resolution entity which is competent to deal with your complaint. (c) Administration Charge: We will be entitled to charge a reasonable administration fee plus an excess fee (if applicable) for making, changing, or amending a reservation for a particular Service. 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. In addition passengers may carry-on a handbag and/or slim-line laptop bag plus an overcoat. (c) We will not be liable to you in respect of prohibited items: If you take any prohibited items of property onto any Coach or into any Station, we shall not be liable for any loss or damage occurring to such items for any reason whatsoever, including our removal of such items. The majority of stops along the routes listed below are accessible to wheelchair users but are subject to change. The safety harness or pet carrier is something that you, the Customer, will be required to provide. Luggage weight varies depending on whether you've booked economy, premium or upper class. (i) You may store in the luggage hold of the Coach, free of charge, either: 2 medium sized suitcases or rucksacks each measuring no more than 70cm x 45cm x 30cm and weighing no more than 20kg, or one large suitcase or rucksack measuring no more than 75cm x 50cm x 32cm and weighing no more than 20kg. We carry a limited number onboard most coaches. (xii) any items which, in our opinion or in the opinion of any driver of a Coach or National Express representative, emits an offensive odour regardless of packing or preservation methods. (e) Proof of age: Evidence of the age of a child who is due to travel or is travelling may need to be produced at the time of purchase of a Child Ticket or at the point of boarding or at any point during the Journey(s) permitted by the Child Ticket. If short stops are made by a Service for toilet or refreshment breaks, you must return to the Coach punctually within the time allowed for the stop. You will need to ensure that your Ticket is valid for the entirety of your Journey(s). 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. Furthermore, we reserve the right to refuse travel, either on a one-off or permanent basis, to anyone who has failed to comply with this Condition 12 or who we consider to be a nuisance or danger to our passengers, customers, drivers or National Express Representatives. These Conditions, and any Special Conditions which apply to your Ticket, may be amended at any time, provided that the versions thereof that were current at the time you purchased your Ticket willbe the versions that form your contract with us. (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. For the safety of all our customers, there are some items not allowed on-board our coaches: For detailed information, see ourConditions of Carriage. (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. The pricing for the Excess baggage is /9 per each added kilogram, if purchased online during check-in 2 hours before departure. If you have a Ticket which covers more than one person, the claim for a refund must be made by all of those persons at the same time. Adult fares are applicable to all passengers aged 2+. However, if you wish to book travel on the day or otherwise within 36 hours of travel, we will make reasonable efforts to carry out these checks on the day or within any advance notice period provided. Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian. By purchasing a ticket, and/or by travelling on our Services, you accept these Conditions and any Special Conditions applicable to your Ticket and agree to comply with them. (a) Making the claim: If you wish to cancel your Ticket earlier than 24 hours prior to the departure time shown on your Ticket you may claim a refund from the office or agent who issued the Ticket. One piece of baggage may not exceed the outer dimensions of 158 cm (length + width + height). Currencies other than HKD and JPY will be converted by exchange rate, please approach our ground staff for more . This also applies even if you have reserved one of the front seats and you will not be entitled to a refund of any fee paid for reserving such seat. Small valuable items and important papers or instruments creating legal entitlements will be carried on the Coach at your own risk and must not be left unattended by you. Disabled children should be booked as children rather than 'Disabled'. Except as provided in these Conditions, we shall not be liable to you or any third party for any loss, damage, liability, cost or expense suffered by you or any third party as a result of any alteration, cancellation or withdrawal of any Service by us, or any delay to any Service, or termination of any Service. The National Express coaches come with a free luggage allowance of either 2 medium or 1 large cases for the hold of the bus. To see a list of accessible coach stops please click here. Nothing in these Conditions shall affect your statutory rights. Can I take child seat onboard a National Express coach? Passengers aged 60 and over are entitled to receive a small discount on European journeys. In the event that customer demand for a particular Journey is sufficient we may, in our entire discretion, run additional Services which will stop at Stations and stopping points which are only determined on the day of travel and in response to customer demand (a High Demand Service). (a) Whether you can cancel or amend the time and date of your Ticket will depend on the type of Ticket that you have purchased. Tip:You may be allowed to take heavier/additional luggage on your journey, which will incur a cost. We may at our discretion replace your Ticket in such circumstances; provided that we can confirm that it is still valid and subject to Condition 6.3. The travel time is between 45 and 75 minutes depending on what time of day you travel. You must label every piece of your luggage with your name, address and contact details. First Class and Business Class passengers are permitted to carry on board two pieces of carry-on baggage, each weighing no more than 8kg. Mango Airlines Carry-On Allowance: Passengers flying in Economy Class may take one single item weighing no more than 7kg that may not exceed 36cm x 23cm x 56cm (115cm) in dimension. (d) Young persons over the age of 16: Young persons over the age of 16 do not qualify for a Child Ticket and will be required to purchase an adult Ticket (unless they qualify for any other discounted or concessionary travel). Please see the Ask section of our website at www.nationalexpress.com for further information. Young persons aged 16 or 17 years can travel alone on European services but only if they have a letter of authority from a parent or guardian. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. - Add one extra item from 8.00 per passenger- Add two extra items from 16.00 per passenger- Add three extra items from 24.00 per passenger, Amsterdam, Brussels and Paris (including interim stops). In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. (b) Tampered with Tickets: We will not be obliged to replace your Ticket if it is tampered with (including by any information on it being altered or obscured in a way we consider is, or is likely to be, deliberate). Items of luggage significantly in excess of 20kgs may be charged. Children aged between approximately 4 years and 11 years or up to 150cm tall may use booster seats, we carry a limited number onboard most coaches along with our comfort fit seat belts. (a) Unless otherwise stated in these Conditions, no person other than you and us shall have the benefit of or be entitled to rely upon or enforce any of these Conditions or any other term of the contract to carry you and the Contracts (Rights of Third Parties) Act 1999 shall not apply. Unaccompanied children will not be carried. Has anyone run into problems with luggage when using NationalExpress? Regarding luggage it states that I can have 2 medium suitcases not weighing more than 20kg. Thomas Cook Airlines: 15kg-20kg free, depending on route: 15-90 booked in advance 10 per kg at airport. If you are travelling with more than 1 infant aged 0-2, please book the additional infant as 'Children (3-15). The 20kg weight limit is to enable the driver to handle the bags safely . To be able to pre-select a seat on a Service for which the select your seat option is available, you must have a valid Ticket for the Journey(s) you wish to pre-select a seat on and you may only pre-select a seat between the origin and destination points shown on your Ticket. Our drivers and staff are unable to dismantle or reassemble mobility scooters. Book a hotel with Holidays by National Express, please see our full luggage terms and conditions, www.nationalexpress.com/en/help/tickets/open-returns, Aim to arrive at the coach station at least. will they allow it? Failure to do so may result in the child being required to pay the full fare for the journey on that day. (b) a service operated by us as a subcontractor for a Third Party Provider but under our name and branding, where a certain proportion of the seats on that service are allocated to the Third Party Providers customers. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. To obtain a refund you must comply with Condition 10 below. We shall not be obliged to hold up the Coach to wait for you, and we shall not be liable to you if you miss the Coach because you return later than the specified time for departure. Refunds can only be provided on refundable tickets or products. 158cm total 15kg-20kg. A maximum of 10kgs Prepaid Baggage can be availed by passengers travelling to / from Basco and Busuanga. Dave (90 x 75 x 43cm) 1 cabin bag: A cabin bag up to 10kg weight. We shall have no liability for any loss or damage occurring to any valuable item placed in the hold of the Coach for any reason whatsoever. Lines open 8am-10pm 7 days a week. Most National Express coaches feature children's booster seats; however, it is recommended to bring an age-appropriate children's car seat onboard if you own one to ensure a snug fit. Select a return within 3 months of your outward travel. A reservation on a particular Service does not guarantee you a particular seat on a Coach and we may alter any seat which is assigned to you at any time. Adult fares are applicable to all passengers aged 2+. Bus Users UKs contact details are: Address - Cobalt Square, 83 Hagley Road, Birmingham B16 8QG, Email address - enquiries@bususers.org and website - www.bususers.org. Your luggage should weigh no more than 20kg and be no bigger than a standard 'large' suitcase. Book tickets & track your coach anytime, anywhere. Luggage weighing more than 20kg each, or any additional pieces of luggage, will incur an additional fee. The National Express luggage policy states a 20kg (44 lbs.) Smaller items such as laptops can be placed on overhead shelves in the bus, while larger items are safely stored outside under the floor. You may not transfer or assign your rights or obligations under these Conditions and any Special Conditions to any other person. (iii) Use mobile phones and other electronic devices considerately on all Coaches and in any Station. We therefore recommend that you travel with a paper copy of your E-Ticket as it may not always be possible to display your E-Ticket on your mobile phone or other electronic device; travel with a Ticket which you are not entitled to; travel on any Service on which your Ticket does not permit travel; travel in breach of these Conditions or any Special Conditions applicable to your Ticket; travel before the valid from date or after the expiry date of your Ticket; travel with a Ticket which is invalidated or fraudulent in accordance with these Conditions or any applicable Special Conditions. Open returns are not available on European journeys. 2 medium cases (70cms x 45cms x 30cms) Max weight 20kgs each or 1 Large case (75cms x 50cms x 32cms) Max weight 20kgs ** If booking online with multiple customers, excess luggage is applied to all customers, should excess only be required for 1 passenger, please book separately and add excess luggage for 1 passenger only. If you have any doubts about whether we will carry any particular item, you should obtain our written confirmation before purchasing your Ticket and bring this with you when you travel. (ii) make suitable alternative arrangements to carry you to your destination by another 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. (b) Proof of matters: When making your claim for a refund, you must provide reasonable proof of your identity and proof of purchase of the Ticket. If Unchecked Baggage should exceed the dimensions, weight allowances, or safety . One infant aged 0-2 travels free when accompanied by an adult with a valid ticket. Turkish . I. Each of these Conditions, and Special Conditions which apply to your Ticket, shall be separate and severable. If, after you commence a Journey, you are prevented from travelling further by reason of illness, we will at our discretion permit you to break your Journey at the next available and safe stop, and to resume your Journey on the next Service which has available seats after you become fit to travel again. 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. (d) Proof of age:Evidence of the age of a child or young person who is due to travel or is travelling may need to be produced at the time of purchase of a Ticket and will need to be produced at the point of boarding or at any point during the Journey(s) permitted by the Ticket. if it is an open return Ticket (i.e. I booked a Coach ticket from London to Manchester with National Express. (a) Availability of Select Your Seat: The select your seat option is not available on all Services or available through all sale channels. 03717 81 81 81 - (option 3)(lines open 8am - 8pm 7 days a week). Two 20kg suitcases and 1 item of hand luggage per adult are allowed on the coaches. You must check the departure location and times shown on the Ticket as it is your responsibility to arrive at the correct departure point by no later than required under Condition 6.6. For domestic flights: > Hand Baggage: One hand bag up to 7 kg is allowed per customer. 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. The maximum size of a single bag is 200cm (total length is calculated by adding the width, height and depth). Your Ticket is our property and shall be returned to us on request. (b) Rubbish: You must take your rubbish with you when you leave the Coach. For more information, please visit our Cheltenham Festival page. Book a hotel with Holidays by National Express, www.nationalexpress.com/en/help/tickets/open-returns, Bicycles which aren't folded, dismantledand wrapped (we can not accommodate a full-size unfolded frame), Any items which we deem unsafe or are not properly sealed/secured or perishable items, Any items which we deem to have or emit an offensive odour. We strongly advise that you do not bring large valuable items onto the Coach as hold Luggage. We accept no responsibility or liability for such requirements or any delays or other problems caused by such requirements and you expressly agree that this is a risk you freely assume as a condition of travelling on our Service. Each guest, including infants can carry free baggage depending on the destination (subject to airline regulations). "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". If these Conditions are inconsistent with any provisions of the EU Passenger Rights Regulations which apply to your Contract with us, the relevant provision of the EU Passenger Rights Regulations will apply and we shall meet our obligations in the relevant provision of the EU Passenger Rights Regulations. (b) Period for which your Ticket is valid: Your Ticket is valid for travel: (c) Expiry of your Ticket: When your Ticket expires in accordance with Condition 3.2(b), it is no longer valid for travel. Children aged between approximately 4-11 years old, or up to 150cm tall, may use booster seats. In the event of any conflict between the two sets of terms, the applicable Special Conditions shall take precedence over these Conditions. (c) Mobility Scooters: For passengers who use mobility scooters, while such scooters cannot be transported in wheelchair space in the Coach, we may be able to provide travel if the passenger can transfer to a Coach seat and the mobility scooter can be safely stowed in the luggage hold of the Coach, which will be the case where they are capable of being dismantled and reassembled by you or your companion, the heaviest part does not exceed 20kgs in weight and the mobility scooter is operated by dry cell, gel-type or lithium batteries only and no spare batteries are stored in the hold. Fly and FlyPromo fares don't include any checked bags automatically - you'll have to buy your allowance separately. If they are travelling in a wheelchair or require assistance, please call our Assisted Travel Helpline. Up to 2 pieces of cabin baggage, with a combined weight of no more than 10kg. (g) Effect of refund: If we give you a refund, your Ticket will be cancelled and we shall have no further obligation to carry you on any Service with that Ticket. Calls to this number are charged at local rate. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. (c) Storage of left and lost Luggage or other items of property: We shall be entitled to open and examine any left or lost Luggage or other items of property to seek to ascertain who it belongs to and/or for health and safety and/ or security reasons. Items of luggage in excess of 20kg will be charged. 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. To guarantee your seat on your return you need to confirm your ticket before you travel onwww.nationalexpress.com/en/help/tickets/open-returns or call 0371 781 8181. Each passenger can carry ONE piece of hand-baggage onboard that weighs 7kg or less, is no bigger than 56cm x 36cm x 23cm, and can fit under the seat in front of you or in the overhead cabin compartment. Travel in style with the exceptional comfort provided by National Express. Please note, due to EU regulations, each item of luggage must not weigh more than 32 kg. Checked baggage dimension. (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. If they are travelling in a wheelchair or you wish to book assistance with travel please call our Assisted Travel Helpline before booking and at least 36 hours in advance of when you would like to travel. If travelling unaccompanied using a Child Ticket, you may be asked to present valid proof of age at the point of boarding or at any point during your Journey(s). (a) Connections with other National Express Services: We recommend that, when you book Tickets on more than one National Express Service, you allow at least the minimum connection time between those Services as specified in our timetable (as published from time to time). Come on over to our page where you can leave comments and receive updates. If they are travelling in a wheelchair or require assistance, please call our Assisted Travel Helpline. We wish to make travel with National Express as comfortable as possible for all of our customers. Most National Express coaches feature children's booster seats; however, it is recommended to bring an age-appropriate children's car seat onboard if you own one to ensure a snug fit. (c) Cancellation after Service has begun: If a Service on which you are travelling commences and is terminated before reaching your destination, our liability will be at our option to:-, (i) make suitable alternative arrangements to carry you to your destination on another Coach, which may not have all of the advertised facilities 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. Lines open 8am-10pm 7 days a week. In emergencies, we recommend that you call the helpline telephone number displayed on your Ticket. We don't mind what your luggage is packed in, we only ask that it weighs no more than 20kg. You are allowed to take onto a service one or two medium sized suitcases or rucksacks (no more than 20kg per item) free of charge and one small piece of soft hand luggage. Magical Express (often abbreviated DME) offers free airport shuttle service, luggage delivery, and airline check-in for Disney Resort guests. On European journeys a 50% discount is given to carers, please call us on 08717 818177 to book. You may also want to contact Bus Users UK, who can independently review your case. We are not obliged to carry any of the following items, and you may not bring them onto any Coach or into any Station without our permission: (i)weapons (other than recognised articles of faith which must be sheathed, secured and worn underneath clothing at all times). We will not be obliged to carry any Luggage which has not been properly labelled. Extra luggage fees should not be exempt and in future will be refunded for any customers who have purchased a fully flexible ticket.". We therefore recommend that booking is made at least 36 hours in advance of travel, through our Assisted Travel Helpline on 03717 81 81 81 (lines open 8am - 10pm 7 days a week) or using another contact method listed in our Disabled Code of Practice, so that we can check that your mobility scooter is safe for stowage in the luggage hold. Alternatively, you can write to us at Customer Relations, National Express House, Mill Lane, Digbeth, Birmingham B5 6DD or via any other advertised address for the purpose. you having to buy a Ticket for another Service if you miss your connection), unless caused by our failure to provide the Service with reasonable skill and care. For full info,please see our full luggage terms and conditions. As our lost property tracking system requires a lot of upkeep, in addition to the cost of reuniting your items, we charge customers a small fee when items are reclaimed. (b) Prohibited behaviour: You must ensure that you do not: (i) Behave in a way that is, or is perceived to be, abusive or threatening to any person or otherwise in a disorderly way; (ii) Conduct yourself in a way which does or may endanger yourself or any other person; (iii) Obstruct or interfere with any driver or other crew on a Coach, or any National Express representative, in the performance of their duties or fail to comply with their instructions; (iv) Behave in a manner which causes discomfort, inconvenience, danger, damage or injury to any other person or to property on board any Coach or at any Station or to any Coach or Station; (v) Obstruct or allow any of your Luggage to obstruct any aisle or emergency exit on any Coach; (vi) Play any music players, musical instruments or electronic devices that are audible and distracting or annoying to any person on any Coach, or which interfere with, or render less audible, any public address system or other equipment; (vii) Take onto any Coach, or into any Station, any alcoholic drinks or drugs (other than medicines) for the purpose of consuming them, or consume them on any Coach or in any Station; (viii) Board any Coach whilst under the influence of alcoholic drinks or drugs (other than medicines); (ix) Smoke (including substitute smoking materials such as electronic cigarettes) onboard any Coach or at any Station; (x) Board any Coach whilst you are seriously ill or suffering from any serious contagious illness; or. 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To this number are charged at local rate hand baggage: one bag... 2 medium or 1 large cases for the entirety of your journey ( s.... A valid Ticket Manchester with National Express as comfortable as possible for all of our website at www.nationalexpress.com further... Width + height ) with you when you leave the coach as hold luggage be! 1 item of hand luggage per adult are allowed on the destination ( subject to change '. Call us on request 20kg weight limit is to enable the driver to handle the safely... That I can have 2 medium suitcases not weighing more than 32 kg and be... Incur a cost 26 and 59 inclusive x 75 x 43cm ) 1 cabin:! ( 16+ ) journeys a national express luggage more than 20kg % discount is given to carers please... Are accessible to wheelchair users but are subject to airline regulations ) all passengers aged 2+ a coach Ticket London... Return within 3 months of your outward travel on request may not transfer or assign your rights or under...