Travelling safely together

At National Express, we are trusted to carry hundreds of thousands of customers across the UK every day. As we all start to see our daily lives returning to some normality, it is more important than ever that we continue to operate safely and responsibly.

We are pleased to hold the 'We're Good To Go' standard in recognition that our business has followed government and industry COVID-19 guidelines, ensuring processes are in place to maintain cleanliness and aid social/physical distancing. 

For a full summary of the National Express West Midlands Covid-19 risk assessment, please click here.

The safety of our customers and employees is our priority so, in line with government guidance, we’ve put in place some measures to help customers to travel safely with us.

What you can expect from us

  • We have enhanced our extensive cleaning regimes to ensure we maintain high levels of hygiene for both customers and employees and reduce the risk of contact with Coronavirus (COVID-19). This includes extra cleaning of shared surface areas and cleaners jumping on buses at bus stations, key interchanges and stops. We also regularly use aerosol based disinfection containing a high performance antiviral solution - sometimes called ‘fogging’ on the bus fleet. We will continue to follow advice from the government and introduce any additional measures that are recommended or required. 
  • The expert advice from public health authorities around washing hands frequently, what to look out for and what to do if you develop symptoms, is being regularly shared with all of our employees.
  • Our timetables have now returned to normal levels, but we also have a mini-fleet of extra “sweeper” vehicles on standby every day. We send them out to double up where it gets busy so there are more buses available, giving more space on board each bus.
  • Our drivers are here for you and if you need to ask them something please keep a safe distance between yourself and the driver.

Keeping our drivers safe

  • All our buses have always had permanent full-height perspex screens around the driver’s cab and we’ve blocked off the speaking holes to limit the risk of infection. We give our drivers gloves, hand sanitisers and wipes. Disposable masks are available at every garage for drivers to wear if they want to. Our drivers don’t handle money - we ask for exact change to be dropped in the chute. Or you can pay using contactless bank cards, Swift card or even buy and use a ticket on your mobile.

Things you can do to travel safely with us

Plan your journey

  • Make a plan - allow extra time for your journey.
  • Always check our timetables before you travel. You can also download the Network West Midlands app to see real-time bus information, available on android and iphone.
  • If you can choose when to travel, here is a handy little tool showing the times of day when our buses are at their quietest.
  • Carry and use hand sanitiser when you travel to stay safe outside your home and protect other people. Hand sanitiser is not provided on the bus.

At the bus stop

  • Try to keep 2 metres away from people not in your household while waiting in the queue.
  • To allow for social distancing, we are temporarily limiting the number of customers on board our buses. If your bus is showing a BUS FULL sign, please be prepared to wait for the next one. Be kind and look out for other customers who might need to travel more urgently than you.
  • Let people off the bus before you get on and try to keep a safe distance between you, the driver and other customers.       

On your journey

  • You will need to wear a face covering when using public transport. It’s the law, and it’s an added level of safety for you and your fellow customers. Some customers will not need to wear a face covering - children under 11, and people with certain health and non-visible conditions. Drivers will be exercising reasonable discretion when applying this new rule. Under these government regulations, our drivers do not need to wear face coverings while they're in the cab behind the screen. Here are some FAQs on face coverings. Here's an easy guide on how to make a face covering with an old T-shirt.
  • Pay by contactless card, travelcard or mobile ticket where possible. If you need to pay with cash please use the exact amount as we are unable to give change.
  • Please sit in the window seat. If you are travelling as a household or other bubble please sit together. If you can, please sit so that the seats in front of and behind you are empty. Some seats will be labelled out of use and please don't sit directly behind the driver.
  • To enable safe social distancing, please do not stand on the bus. Check to see if there is a suitable seat upstairs on double deck buses.
  • Once you’re on the bus, open a window, if you can, to help with ventilation and fresh air circulation.                 


Our travelshops have now reopened and information can be found here.

If you can you should purchase tickets by downloading the mTicket app, buying online or using contactless or cash onboard the bus. 

Please note: From 24th July 2020 you must wear a face covering when in one of our travelshops as per the government guidance (unless an exemption applies). Our staff do not need to wear a face covering while working behind the screen.

Customer services are open 9am-5pm Monday-Friday.

Card sales are open 9am-5pm Monday-Friday.

Social media is covered 8am-10pm Monday-Sunday.

We've also put together a handy 'Travelling with us' guide to help you along every step of your next journey with us.

Published 16th October 2020