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. Version 1 - Issued 02 October 2018 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. Version 1 - Issued 02 October 2018 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. Version 1 - Issued 02 October 2018 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. Version 1 - Issued 02 October 2018 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.