Contact Us

Our bus customer relations department is based in Birmingham. They will be able to answer any queries you may have.

For quick questions and queries:

For live chat, tweet us at @nxwestmidlands - we're available on Twitter between 8am - 6pm Monday to Friday.

For help with:

Lost Property, click here

Swift Cards or e-Daysavers, click here

Contactless, click here

Direct Debit Account queries, click here

For compliments or complaints:

You can email us, write to us or give us a call.

When emailing or writing to us, you'll need to make sure you give us the following so that we can fully investigate your feedback:

  • Full Name
  • Address
  • Email
  • Daytime phone number
  • Date and time of journey
  • Service number
  • where you were travelling from
  • where you were travelling to

We will aim to respond to you within 14 days. Please be aware that we will not disclose details on any action taken against members of staff following investigation. 

You can write to us at:

Customer Relations
National Express West Midlands 
51 Bordesley Green
Birmingham 
B9 4BZ

or call us on:

0121 254 7272

If you are having any issues with the new Bus tracker app, please be aware we are working on some improvements, so in the mean time please use the NXWM live bus times app.

We apologise for any inconvenience caused.

Your details

Incident Details

Please fill in as many details as you can to help us investigate the incident as fully as possible.

Please indicate your agreement to the National Express Group Privacy Notice & Terms of Use

 

If, after contacting us via the form or emailing travelcare@nationalexpress.com you don’t feel that we have resolved your complaint satisfactorily, you may want to:

Contact Bus Users UK at www.bususers.org/complaints/how-to-make-a-complaint

or:

Use the ODR platform to submit your complaint. The ODR platform is an European tool for online dispute resolution, which (if agreed to by the parties) will aim to assist with the resolution of disputes between a customer and a business where a customer has purchased a good or service from the business online or electronically. The link to the ODR platform is here.

For more details please refer to our Passenger Rights Statement.

 
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