NATIONAL EXPRESS Nature and scope of service 1. What is the National Express coach service proposition with Qantas?
The National Express coach service with Qantas connects customers with the National Express network in the UK. Coach sectors can be booked in conjunction with flights in the GDS and these are facilitated through an add-on to a Qantas fare in the Economy or Premium Economy cabins. National Express sectors are available when connecting to Qantas operated services to/from London Heathrow on a 081 Qantas ticket.
The National Express coach service is available for booking in the GDS from the 1-October 2018. Bookings need to be made up to 72 hours prior to departure from/to the customer’s nominated pick-up or drop-off location to/from the airport. 2. What facilities are available on the coaches?
Most of the coaches have power sockets for charging mobile phones or laptops, plus air-conditioning for comfort. National Express also run a Wi-Fi and onboard entertainment services. Toilets are available on board in all coaches, located at the back of the vehicles. Eligibility 3. Who is eligible to book the National Express coach service with Qantas?
All customers with bookings in Economy or Premium Economy to/from London Heathrow will have the ability to book a National Express coach service add-on. 4. What Qantas international flights are eligible for customers booking with the National Express coach service?
London to Singapore/Sydney and return - QF2/QF1 London to Perth/Melbourne and return - QF10/QF9 5. Are Qantas Codeshare customers travelling on a ‘QF’ flight operated by another carrier eligible to book the National Express coach service?
No. Qantas codeshare customers travelling on a Qantas flight with a (QF) flight number operated by another carrier (including oneworld partners) are not eligible for the service.
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6. If a customer has a multi-sector journey and they are travelling in Business on the outbound flight but Economy on the returning journey, are they eligible for the National Express coach service to connect from/to the Economy flight?
Eligibility to book National Express coach service is based on the ticketed cabin of the eligible international flight. For example, if a customer is booked and ticketed in Business from London to Singapore, and then Economy from Singapore to London, they are eligible for the National Express coach service only on the return flight to London. For the Business class flight, customers can request Chauffeur Drive (within mileage limits). 7. Where can customers be picked up and be dropped off by the coach service?
National Express offers a coach service between the Central Bus Station at London Heathrow Airport and the following destinations:
London Heathrow Airport (LHR) from/to: • Bath Spa (QQX) • Milton Keynes (KYN) • Birmingham (BHX) • Newport (South Wales) (XNE) • Bournemouth (BOH) • Norwich (NWI) • Brighton (BSH) • Nottingham (ZGB) • Bristol (BRS) • Oxford (OXF) • Cambridge (CBG) • Poole (POQ) • Cardiff (CWL) • Plymouth (PLH) • Cheltenham Spa (CHW) • Ringwood (RNW) • Colchester (CLB) • Southampton (SOU) • Coventry (CVT) • Swansea (SWS) • Exeter (EXT) • Swindon (XWS) • Leicester (QEW) • Taunton (TTY) • Luton Airport (LTN) • Winchester (WNC)
8. What is the minimum connecting time between the National Express coach service and a Qantas flight?
The minimum connecting time is 2 hours and 30 mins. 9. If a customer receives a Frequent Flyer upgrade within 48 hours of the flight departure, can they still utilise the National Express coach service?
Yes. Customers are still entitled to use their coach ticket.
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Baggage Allowances 10. What is the baggage allowance on the National Express coach service connecting to/from Qantas services?
The National Express baggage allowance is the recommended allowance (see below) for your entire journey, adhering to this will ensure a hassle-free journey and avoid any extra charges. However, travelling with National Express still means that customers can enjoy a generous baggage allowance. Please ensure that all items are compliant with the below policy:
• Carry-on baggage Customers may take on board one piece of soft hand baggage (45cm x 35cm x 20cm) which must be able to be placed under the seat in front or in the overhead lockers. Except for briefcases, no hard-shelled cases, wheeled bags or hard-framed rucksacks/backpacks are permitted on board for safety reasons. Any such items can be stowed with the hold without additional charge.
• Checked baggage Customers may store in the hold up to two medium cases (70cm x 30cm x 45cm) each with a maximum combined weight of 30kgs for Economy and 40kgs for Premium Economy (no single item can weigh over 20kgs) or one large item that has max. dimensions of 75cm x 50cm x 32cm with a max. weight 20kgs. The Qantas baggage allowance as per the e-ticket will not be reflective of this recommendation.
Cabin Max Item Max Weight Max Weight per Item Economy 2 30 KG 20 KG Premium Economy 2 40 KG 20 KG
11. Can customers bring additional baggage in excess of their recommended allowance on National Express coach services?
Extra baggage, including oversized items, will only be carried on the coach service if there is space available and the additional item/s are paid for. Up to three items per person can be taken, subject to payment and space. The charges will be £10 for a single journey per item (one journey can be multi-leg) or £15 for a return journey per item. A maximum of three additional items can be placed in the hold.
Please note – excess baggage charges with the National Express coach service does not extend to excess baggage on Qantas flights. This would need to be paid separately before travel or at the airport.
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Bookings 12. Can the National Express coach service be booked by a Travel Agent through their GDS?
Travel agents and airline ticket offices may book the coach segment in conjunction with a Qantas operated flight to/from London Heathrow. AccesRail replies to the booking via an SSR element once the segment is HK. Details within the SSR should advise the need to check in to the coach service within 72 hours of the first departure, at check-in.accesrail.com to retrieve their travel document. National Express is booked as 9B flights 0-999 in S Class (Standard Class) and displays as ‘BUS’ in the GDS. 9B flights outside of this flight number range or where ‘TRN’ appears are not valid.
13. Fares
Adult and child fares apply. Infant under 2 travel free of charge if a seat is not required. If a seat is required for an infant, please issue a child fare and issue an e-ticket.
14. Can a customer select a seat on the coach?
A seat is guaranteed on the journey at the departure time stated on the e-ticket. Specific seat selection is not possible. 15. How does a travel agent know if their customer is eligible for the National Express coach service?
Agents will be required to refer to the fare conditions under Flight Application and Route Map. 16. Can National Express coach services be booked on a combined Qantas and Emirates itinerary? Yes, however National Express is only available on London to Singapore/Sydney v.v QF2/QF1 or London to Perth/Melbourne v.v QF10/QF9 on Qantas 081 tickets. Connections to/from Emirates flights (including QF codeshare) will not be eligible.
17. How does a travel agent know if the National Express coach service booking is confirmed?
AccesRail replies to the booking via an SSR element once the segment is HK. Details within the SSR should advise the need to check in to the coach service within 72 hours of the first departure at check-in.accesrail.com to retrieve their travel document. Once the booking is ticketed, the e-ticket number or booking reference can be used to check in to the National Express coach service within 72 hours of departure. This needs to be done separately to any Qantas flight check in.
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The 9B check in facility requires customer name and an e-ticket number or booking reference. This check in facility is available at check-in.accesrail.com and must be completed prior to travel. 18. Does the customer need to print out the confirmation or e-ticket to meet their National Express coach service at their pick-up location?
Yes. Customers are required to print the ticket and show it to the driver as they board each coach. The e-ticket must show the customers full name, otherwise it will not be valid for travel and the customer will be required to purchase a new ticket. Ensure the customer remembers their passport as this may not be checked until they are at airport. 19. If a customer is travelling with child seats, wheel chair or oversized baggage is there any special arrangements that need to be organised?
• Buggies/Pushchair Folding pushchairs/buggies will be carried free of charge in the hold, in addition to the standard baggage allowance.
• Child Seat It is strongly recommended that you bring a child car seat appropriate to your child's age but advise it is the customers’ responsibility to fit the seat themselves. When bringing a child car seat, the child must be included in the ticketed booking. Children aged between approximately four and eleven years or up to 150cm tall may use booster seats, which are provided onboard most coaches along with comfort fit seat belts.
• Wheelchair
The majority of National Express coach services are operated by fully wheelchair-accessible coaches which can accommodate wheelchairs. Wheelchairs must be no larger than 1200mm x 700mm in size and be capable of being fully secured in the coach. It is recommended that the travel agent or customer contacts National Express directly 36-72 hours in advance of travel so that National Express can check the wheelchair compatibility. Bookings and wheelchair/scooter assessments can be arranged through the National Express Assisted Travel Helpline on 0371 781 8181. Lines open seven days a week, 8am – 10pm, or email [email protected] with the name and date of travel in the subject line.
• Pets National Express does not carry dogs or any other animals. However, trained assistance dogs are welcome on coaches.
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20. Can customers earn or redeem Qantas Frequent Flyer points on the National Express coach service?
No. Qantas Frequent Flyer points cannot be earned or redeemed on National Express coach services. Amending Bookings 21. Can a customer amend their National Express coach service booking?
Yes, a customer can amend their National Express segments through their travel agent and only subject to availability. This must be actioned a minimum of 72 hours before the coach sector departs, and the e-ticket reissued in accordance to the Qantas fare conditions. 22. If a customer doesn’t want to use the first sector on their ticket, does the e-ticket have to be updated?
Yes, the National Express coach service would need to be cancelled in the PNR and the e-ticket reissued prior to 72 hours before departure to reflect the new itinerary. This would need to be actioned in accordance with the fare conditions and managed via their travel agent. 23. How does a customer change their pick up or drop off point?
The customer would need to contact their travel agent or their local Qantas office after travel has commenced to change the pick up or drop off point no later than 72 hours before departure. This would be subject to the availability at time of change and in accordance with the fare conditions. 24. What is the process for travel agents if the customer wants to remove/add the National Express coach service sectors after the booking has been ticketed?
The National Express coach service would need to be amended in the PNR and the e-ticket reissued prior to 72 hours before departure to reflect the new itinerary. This would need to be actioned in accordance with the fare conditions. Cancelling Bookings 25. Can a customer cancel their National Express coach service booking?
Yes, the customer would need to contact their travel agent a minimum of 72 hours before departure to make any changes. The booking and e-ticket would need to be updated to reflect the cancellation and in accordance with the fare conditions.
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26. If a customer cancels their flight on the day of departure, do they need to cancel their National Express coach service?
Yes, the customer would need to cancel this service via their travel agent. The customer will not be eligible for a refund for the coach segment. All other fare conditions would be applicable. 27. Can a customer request a refund?
Yes, a customer can request a full refund via their travel agent on this service if the cancellation has been actioned a minimum of 72 hours before departure. Refunds will not be eligible if the cancellation is within 72 hours before the coach departure and in accordance with the fare conditions. Group Bookings 28. If a customer is part of a Group booking can they book the National Express coach service?
Yes, please contact the Qantas Groups team for assistance.
Customer Journey - Departures 29. Where will the customer be dropped off at London Heathrow?
The coach services will get the customer as close as possible to most Heathrow terminals, making check-in as easy as possible. Qantas services operate to/from Terminal 3 at London Heathrow. Terminal 3
The National Express services use the Heathrow Central Bus Station which is a five-minute walk from the terminal building via the lift, escalators and travelators. 30. Will the customer need to pick up their bags and take them to Terminal 3?
Yes. Bags will not be through checked by National Express onto Qantas or vice versa and the customers are responsible for carriage of their bags both onto and off the coach. 31. What if the National Express coach service does not arrive for pickup?
Use Coach Tracker (http://coachtracker.nationalexpress.com/) from a mobile or desktop to track a coach in real-time.
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If customers cannot locate their coach, contact National Express to check on the status of the coach service. In the event of a cancelled or delayed service which is likely to impact the connection to the Qantas flight, customers are advised to contact their travel agent or Qantas. 32. Can a customer stop enroute to the airport on a National Express coach service?
Customers may not board or leave any service except at the start, or end point of their journey, save for any mid journey refreshment break.
If a short halt is made on a service for toilets or refreshments, the customer must return to the coach punctually within the time allowed for the stop. National Express will not be obliged to hold up the coach to wait for you, and National Express shall not be liable to the customer if they miss the coach because they return later. National Express or Qantas will not reimburse any additional costs incurred from customers missing their coach. 33. If the National Express coach service is late resulting and check in for the Qantas flight is closed, what options are available for customers?
Customers need to speak to the Qantas ground staff at London Heathrow who will assist with alternative arrangements. Customer Journey - Arrivals 34. Can stops be made enroute to the customer’s destination from the airport?
Customers may not board or leave any service except at the start, or end point of their journey, save for any mid journey refreshment break. If a short halt is made on a service for toilets or refreshments, the customer must return to the coach punctually within the time allowed. National Express shall not be obliged to hold up the coach to wait for you, and National Express shall not be liable to the customer if they miss the coach because they return later. National Express or Qantas will not reimburse any additional costs incurred from customers missing the coach. 35. How can customers locate the National Express coach service at the airport?
Qantas services operate to/from Terminal 3 at London Heathrow. Terminal 3 National Express coaches depart from the Central Bus Station which is a five-minute walk from the terminal building via the lift, escalators and travelators.
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Use Coach Tracker (http://coachtracker.nationalexpress.com/) from a mobile or desktop to track a coach in real- time. 36. Who should the customer contact if they cannot locate the National Express coach service or Central Bus Station at London Heathrow?
Customers can follow the signs in the terminal or visit the airport information desks within the airport terminals. For general enquiries call National Express Customer Contact Centre on: 0871 781 8181 (seven days a week, 10am - 6pm) 37. What happens if customer misses their National Express coach service due to a late arriving flight, immigration or baggage delay?
In case of disruptions, National Express will honour the coupon and place the customer on the next available coach. Customers should proceed straight to the National Express Central Bus Station at Terminal 3. Flight delays / Cancellations and Customer Care 38. What happens if a customer’s flight is cancelled and they are rebooked onto a different Qantas flight or alternative carrier?
The customer will be rebooked by Qantas and the National Express will still be accessible. 39. What happens if there is an unexpected delay or disruption and the National Express coach service is not able to pick up or drop off the customer?
The customer will be rebooked to alternative services by Qantas. 40. What happens if a customer is a no-show on the coach?
The customer will forfeit this service and the sector will not be eligible for a refund. 41. Can a UMNR use this service?
No, UMNR are not eligible for this service. 42. Can a customer have a stopover in London?
Yes, the customer can stop in London for a maximum of 24 hours. These tickets are only valid for travel to and from London Heathrow and will not cover transfers to London or surrounds. Qantas will not be liable for any missed flights where a customer has stopped in London.
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