Firefly has a strict hand-baggage policy to ensure cabin safety and comfort. (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). (iii) Use mobile phones and other electronic devices considerately on all Coaches and in any Station. Carriage and assistance of wheelchair users & users of mobility scooters is provided in accordance with our published code of conduct, titled Disabled Code of Practice which is available upon request from our Assisted Travel Helpline or at www.nationalexpress.com. Adult fares are applicable to all passengers aged between of 26 and 59 inclusive. If your Ticket was purchased by someone else, you agree that such person purchased the Ticket as your agent. 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). (b) Connections with transport provided by third parties: You must allow plenty of time for a Service to arrive in time to connect with transport provided by third parties on which you are planning to travel. Have a question? 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. Adult fares are applicable to all passengers aged 2+. Items of luggage in excess of 20kg will be charged. Children under 14 years of age are not permitted to travel without being accompanied throughout the journey by a responsible person aged 16 years or over.Children aged 14 - 15 years old may travel unaccompanied, as from 5am, arriving at their booked destination no later than 10pm. Select a return within 3 months of your outward travel. You will be asked to provide information that your assistance dog/animal is highly trained, such as a certificate, correspondence from the training organisation, ID book, owner training logs, an email or a verbal assessment from the owner confirming what training has taken place. When travelling on a connected train and coach journey, the greater luggage allowance provisions the whole journey. Priority will be given to customers travelling with luggage within the free limits. Such item of Luggage will be stowed free of charge in the hold provided that: (a) it measures no more than 45cm x 35cm x 20cm and you do not take on board any hand Luggage, or (b) it is within your hold Luggage allowance referred to under Condition 11.1(a)(i) above. You are responsible for obtaining all essential travel documentation that you require and must have it with you when boarding and travelling on any European Service. (d) No refunds: Subject to any Special Conditions that apply to your Ticket, we will not give refunds in respect of any lost, tampered with or spoiled, damaged or corrupted Tickets. (d) Fragile items: We only agree to carry fragile items if they are of reasonable size and securely packaged in order to not become damaged in the luggage hold, subject to space being available and any charges being paid if the items are excess or outsized items. If you are travelling in a wheelchair or require assistance, please call our helpline before booking and at least 36 hours in advance of when you would like to travel. We are not a party to any such contractual relationship. Neither case should weigh more than 20kg (44lb). If you are travelling in a wheelchair or require assistance, please call our helpline before booking and at least 36 hours in advance of when you would like to travel. If one adult is travelling with two or more children under the age of three, then only one child will be entitled to travel for free and the other children will qualify for a Child Ticket. (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. Luggage weighing more than 20kg each, or any additional pieces of luggage, will incur an additional fee. Contact Us. Please note, you may be required to show proof of age at any point during your journey. For the avoidance of doubt, making a claim for a refund does not guarantee that we will issue a refund, as refunds are only payable in the circumstances described in Condition 10.1 above. Lines open 8am-10pm 7 days a week. However, if you are a passenger wishing to travel in your wheelchair and 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. For more information, please visit our Cheltenham Festival page. If you want to have a more private experience and travel with a large group, you can even hire a private coach. (g) Customers should insure their Luggage: You should fully insure your Luggage and other items of property with reputable insurers for an adequate amount against all usual and normal risks of loss or damage especially if you are carrying valuable items. (d) Fee for selecting a seat: There may be a fee for pre-selecting a seat. In this context hand luggage means something that is capable of being stored in the overhead rack or beneath the seat. (a) Children under the age of three: Children who are under the age of three may travel for free, provided that they are accompanied by a full fare paying adult aged 16 or over. You may take one medium-sized suitcase or rucksack and one small piece of soft hand luggage per person travelling, free of charge. Calls to this number are charged at local rate. If we change your Service after you booked your Ticket and pre-selected your seat, you will have the opportunity to select a seat on the new Service provided that the select your seat option is available on the new Service. You may only make amendments to your Ticket if such amendments are permitted by the Special Conditions which apply to your Ticket and only then if you follow the process specified in those Special Conditions, including complying with any time limits and/or paying any additional fee payable. Your one piece of luggage must not exceed 20kg, with maximum dimensions of 70cm x 30cm x 45cm. 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. We may also refuse you travel. (d) Other action: The actions we may take in respect of persons travelling without a valid Ticket set out in this Condition 6 are not exclusive and we reserve the right to take any other action we consider appropriate, including prosecuting any person travelling without a valid Ticket or reporting the incident to the police for investigation or prosecution. Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. We recommend that passengers requiring special assistance contact our Assisted Travel helpline at least 36 hours prior to departure of the applicable Service to give us time to arrange assistance for you. (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. (g) No Luggage Stored for Restricted stops: There are some stops where, for safety reasons, we are unable, and are unable to permit you, to load and unload Luggage from the hold of Coaches. Unaccompanied children under the age of 16 will be refused travel on boarding. Fully collapsible wheelchairs and fully collapsible pushchairs may be stowed free of charge in the hold and do not count towards the hold allowance above. This applies to all local journeys made within Rhondda Cynon Taf, and will come into effect on Wednesday (March 1). Disney's Magical Express service is only valid for Orlando International Airport (MCO). Unaccompanied children will be asked for proof of age or a signed letter of permission from their parent/guardian. Earn a minimum of 10% cashback when you shop online Find out what makes us the UK's favourite coach company Our blog is the ideal place for travel ideas, news and more Access your ticket information and make amends festivals which are offered from time to time in addition to our scheduled network; be the versions that form your contract with us. (d) Storage of Luggage: All Luggage, other than hand Luggage, must be stored in the hold or other storage compartment on the Coach and not in the passenger compartment of the Coach. If you are an adult accompanying a child it is your responsibility to ensure that that the child complies with these Conditions and any Special Conditions applicable to their Ticket. Any claims in respect of damaged Luggage or other items of property must be received by us as soon as possible after the date you discover the damage to the Luggage or other items of property and, in any case, within 28 days of the date of your Journey. Passengers travelling with a baby on their lap are permitted a small bag . This means we may not be able to transport wheelchairs, even if they can be folded, where assistance equipment or auxiliary aids mean they cannot be safely stored in the luggage hold or where their weight means they cannot safely be lifted into and out of the luggage hold. (c) If you purchase an M-Ticket, it is your responsibility to check the details to ensure that they are correct on the screen before payment is made and it is your responsibility to check at the time of receipt that the text message on your mobile phone screen shows the correct date and time for your Journey. (b) You acknowledge that where you are carried by a Partner Operator for the whole or any part of a Journey, you shall owe your obligations under Conditions 4, 5.2(c), 5.2(f)(i), 6.1, 6.3, 6.4, 6.6 to 6.11 (inclusive), 6.14, 7.2, 7.3, 8.2(b), 11.1 to 11.4 (inclusive) and 12 and any Special Conditions to that Partner Operator as well as to us, and that Partner Operator shall be entitled to the benefit of any rights, remedies or limitations of liability which we have set out in such Conditions and Special Conditions as if they were a party to them. We will not be liable to you for any act or omission of any other customer or passenger on a Coach or at a Station. If you amend the times or dates of for the Journey(s) permitted by your Ticket as permitted under these Conditions or any Special Conditions applicable to your Ticket, you shall not be entitled to any refund of the seat reservation fee but you may, subject to availability and online only at www.nationalexpress.com/myticket, be able to amend your pre-selected seat to apply to your amended Journey(s) for no additional fee provided that the select your seat option is also available on the Service(s) performing that/those Journey(s). Children aged between approximately 4-11 years old, or up to 150cm tall, may use booster seats. 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. weight limit. Please note BOTH items combined should not exceed the dimensions of . These Conditions, and your contract with us, are governed by English law and you and we can bring legal proceedings in respect of your contract in the English courts, save that if you live in Scotland you or we can bring legal proceedings in respect of your contract in either the Scottish or the English courts. (c) If you wish to cancel your Ticket: Please check the Special Conditions which apply to your Ticket for the circumstances in which you are permitted to cancel your Ticket and are entitled to a refund. (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. We carry a limited number onboard most coaches. 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. You will be entitled to a refund either where: (i) you have cancelled your Ticket and you are entitled to a refund under the Special Conditions which are applicable to your Ticket; or. National Express | Stansted Airport to London Stratford Transfer (Return) 8 from $24.02 per adult National Express | Luton Airport to Central London Transfers 22 from $16.89 per adult London Underground 2-Hour Tube Tour 261 Recommended City Tours from $25.17 per adult LIKELY TO SELL OUT* Shared Arrival Transfer London Airport to Hotel Accommodation U S flights allow us to check a bag up to 50 lbs. > Check-in Baggage: 15 kg per person. If they are travelling in a wheelchair or require assistance, please call our Assisted Travel Helpline. 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. Please select your passenger type first and then add your coachcards. (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). 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. I've been to festivals before and together we've taken a rucksack each plus a trolley to share to carry tent/alcohol etc. Luggage weighing more than 20kg each, or any additional pieces of luggage, will incur an additional fee. Nothing in these Conditions shall affect your statutory rights. 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. (a) If your Ticket was issued to you in person or by post, then you should check your Ticket as soon as you receive it and bring any errors immediately to the attention of the person who issued the Ticket to you. You may film for personal or private purposes provided that such filming does not cause, and is not likely to cause, distress or alarm to any driver, National Express representative or any other customer or passenger. Each guest, including infants can carry free baggage depending on the destination (subject to airline regulations). Depending on the facts of your case, we may or may not have regard to any process followed by, or recommendations of, Bus Users UK. (b) Travel in a Coach seat: For passengers who can transfer from their wheelchair to the Coach seat, we can transport lightweight manual wheelchairs where they can be safely stowed in the luggage hold of the Coach, which will be the case where they can be folded down and weigh less than 20kgs. 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. 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. (The traffic in London gets pretty hideous.) If you cancel your Ticket for your Journey(s) where you have pre-selected a seat or if you cancel your pre-selected seat, the seat reservation fee shall not be refunded (irrespective of whether or not your Ticket is refundable pursuant to the applicable Special Conditions). Book tickets & track your coach anytime, anywhere. If you want to use the wheelchair lift, we also need to check that the stops at which you wish to board and alight the Coach are accessible stops at which the wheelchair lift can be deployed and that the combined weight of you and your wheelchair is capable of being lifted by the wheelchair lift. Lengthy luggage policies can be confusing. Per Piece (up to 20kg) 3: 320: 460: 490 1: 680: JPY. The luggage charge has now been refunded along with a . We strongly recommend that you bring a car seat appropriate to your child's age, but ask you to take responsibility to fit the seat. Turkish . These General Conditions of Carriage, as amended from time to time, (Conditions) apply to all Services (as defined in these Conditions) and set out your rights and duties as a customer. (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. Certain types of Ticket have Special Conditions attached to them which do not permit changes to or cancellation of Service reservations after the time of the original Ticket booking. Your Ticket is a record of our agreement to carry you or to arrange for your carriage on a Service. i'm fine with paying extra. In such circumstances, the contract will be between you and the relevant Third Party Provider, and will be subject to the Third Party Providers terms and conditions of carriage. In such circumstances, we will endeavour to notify you of the alteration, delay, withdrawal or termination of the Service, and of any substitute or alternative Service, as soon as reasonably practicable. 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. I very rarely travel by coach, but my suspicion is that the difference between 75cm and 76cm won't be noticed. (c) Paid Tickets: You are only entitled to a refund if you have paid for the Ticket which is being refunded. If you are travelling with more than 1 infant aged 0-2, please book the additional infant as 'Children (3-15). If you are travelling with more than 1 infant aged 0-2, please book the additional infant as 'Children (3-15). (e) Care of Luggage: Except for any Luggage stored in the hold of a Coach, you must also look after your Luggage and other items of property at all times during your Journey. If you have paid a penalty charge and wish to appeal against the charge, please send your original Ticket, receipt for the penalty charge and a covering letter clearly explaining your grounds for appeal and any supporting evidence to: Customer Relations, National Express House, Mill Lane, Digbeth, Birmingham B5 6DD. You shall not be entitled to a refund in respect of any Ticket invalidated in accordance with this Condition, and we shall have no further obligations or liability to you. (b) Luggage checks: where your Luggage is removed from a Coach for customs checks, you will be responsible for getting your Luggage back from those checks or any carousel to the Luggage compartment of the Coach. 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. it's written on the website that they only allow luggages weighing no more than 20 kgs with max 75 cm height but mine weigh 32 kg and around 76 cm in height. (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. Additional infants aged 0-2 must be paid for. (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. - 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). Smaller items such as laptops can be placed on overhead shelves in the bus, while larger items are safely stored outside under the floor. 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. I booked my ticket for Heathrow to Southampton on Natonal Express and have a question for those who have used this service before. (c) any other documents required by the law of the countries concerned. 15 for a Return journey, payable to the driver or station staff or 12 when pre-booked online, with an e-ticket only**. (c) Young persons over the age of two: Young persons over the age of two do not qualify for a Child Ticket and will be required to purchase an adult Ticket. Book tickets & track your coach anytime, anywhere. 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. (c) a service that is subject to its own, separate, terms and conditions of carriage (other than Special Conditions) which shall be made available to you on the website or at the place that you, or another person on your behalf, purchases a ticket for travel on such service. Adult fares are applicable to all passengers aged 2+. Here's our quick guide to making sure your luggage is good to go. We welcome highly trained assistance dogs and assistance animals on our coaches. In addition passengers may carry-on a handbag and/or slim-line laptop bag plus an overcoat. will they allow it? Children under the age of 16 are not permitted to travel on any European service unless accompanied by an adult aged 18 or over. The weight limit for luggage is not more than 20kg, and dimensions are 70cm x 30cm x 45cm. Call or get in touch online Large cases no more than 75cm x 50cm x 32cm. Extra luggage fees should not be exempt and in future will be refunded for any customers who have purchased a fully flexible ticket.". None of our, or our subcontractors, employees, agents or representatives, has authority to alter, modify or waive any of these Conditions or any Special Conditions. (a) Services which are not European Services: You should arrive at the boarding point for your Service (excluding European Services) at least 10 minutes prior to the timetabled departure time for that Service to ensure your place (and any reserved seat) on the Service. These Conditions will not apply where you are purchasing a ticket to travel on one of the following services: (a) a service supplied by a Third Party Provider where we are acting as a ticket sales agent for the Third Party Provider. If you have purchased your Ticket in conjunction with a discount card, you must take the discount card with you whenever you travel on a Service, and you must produce it with your Ticket for inspection when asked. Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers. First Class and Business Class passengers are permitted to carry on board two pieces of carry-on baggage, each weighing no more than 8kg. 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. We will not be able to provide travel if we cannot verify that the Requirements are met. . It will usually be applied for personal items and carry-ons and could be stated as follows: 55 x 35 x 25 cm (22 x 14 x 9 inches). If you are such a customer of that Third Party Provider, the contract will be between you and the relevant Third Party Provider, and will be subject to the Third Party Providers terms and conditions of carriage. If travelling with a child, you may be required to show proof of age when buying tickets or at any point during your journey. 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. Failure to do so, may result in the full adult fare being charged. If you are travelling in a wheelchair or require assistance, please call our helpline before booking and at least 36 hours in advance of when you would like to travel. Customers will be permitted to pool their individual allowances if they are travelling in a group or as a family, but they must be travelling on the same Ticket. (b) Cancellation of your Ticket: We also reserve the right to cancel your Ticket, and/or refuse to carry you on any of our Services, if you fail to comply with these Conditions and/or any Special Conditions that apply to your Ticket. The overall dimensions must not exceed 200cm in total. Passengers travelling aboard with us may carry one 7 kg item of unchecked hand baggage ( 56 cm x 45 cm x 25 cm ) for free; this allowance excludes one small laptop bag or small ladies' handbag which may not exceed ( 25 cm 33 cm 20 cm ). (a) You may not board or leave a Service except at the start, or finish, point of your Journey, save for any mid Journey breaks and ill health breaks permitted under Conditions 6.10 above or Condition 6.12 below, or unless permitted by Condition 6.11(c) below. I. We shall not be obliged to carry you or your Luggage, and shall be entitled to remove you and/or your Luggage from any Coach, if you refuse to submit your Luggage to a search or if the results of the search reveal any non-compliance with Condition 11 or cause for concern as explained in Condition 11. (c) Effect of late arrival: We may give your place (including any reserved seat) to another passenger if you arrive later than stated in Condition 6.6 (a) or (b) (as applicable) or you attempt to board your Service at a different location to that booked as your departure point, in which case you will be considered to have missed the Service. (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. 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