Keep in touch
Twitter
Print

Customers

National Express Customers

Our Vision at National Express is to earn the lifetime loyalty of our customers by consistently delivering frequent, high performing public transport services which offer excellent value. We place our customers at the heart of our business and nobody will try harder for our customers than we do.

To bring this Vision to life, we have developed our Group Customer Charter, setting out our commitments which focus on delivering the things that our customers have told us are most important to them, in every country we operate in. Each of our businesses has produced a local Charter that sets out specific commitments to our customers in that country. We will monitor all of these commitments each year and report on them to our Board so that we constantly meet and exceed our customers' expectations of National Express no matter what country they travel with us in. Only by continuing to do what our customers really want, will we deliver our Vision.

Our Group commitments

1

We never compromise on safety

More than anything else, we value the safety of our customers, employees and the public

2

We'll provide great value for money

We'll provide unbeatable value for your journey, always aiming to be more cost effective than other forms for transport

3

Our staff will be friendly and helpful

We will always smile and be approachable, we'll have the most up-to-date knowledge and information to help you use our services with ease, and we'll ensure your questions are answered and any problems resolved

4

We will invest in our fleet, people and services

We'll keep introducing the latest vehicles and technology to continuously improve your services, and we'll keep investing in our people so that they are skilled and equipped to give you the best possible service

5

Our services will be punctual and reliable

We will be the best in the transport industry when it comes to punctuality, and we will always get you to a National Express destination

6

Our vehicles and facilities will be clean and comfortable

Our vehicles and facilities will be safe, secure, well lit and comfortable. We'll clean them regularly, and maintain them well to ensure you are safe.

7

We'll be easy to deal with

You will be able to deal with us in whatever way suits you - in person, by phone or email, or via the web and social media.

8

We'll fix things when they go wrong

All of our staff will be trained and empowered to resolve problems immediately. We will compensate you if we are at fault and we'll fix things so problems don't occur again.

9

We'll be a good citizen of our communities

We'll create competitively-paid, highly-trained jobs and apprenticeships in all of our businesses. Our people are encouraged to contribute to charity and community projects.

10

We'll look after our environment

We will reduce our carbon usage by improving our fleet and our buildings, and we will use technology to reduce energy use. We'll lead the industry with our green credentials.

 

 

 

 

How will the Group Customer Charter work?

This National Express Group Charter sets out the commitments to our customers that will apply consistently across all of our businesses.

Each individual National Express business has a local Charter that derives from the Group Charter, which sets out specific commitments to their individual customers. These local Charters will be published in 2013, and their performance will be both measured and reported on.

You can view the Customer Charters for each of our National Express business areas using the left-hand menu or by clicking on the links below.

Annual Report 2012 RH

Annual Report 2012