Our vision and values

Our vision is to earn the lifetime loyalty of our customers by consistently delivering frequent, high performing public transport services which offer excellent value.

Underpinning this vision we have adopted a common set of values across National Express:

Safety

More than anything else, we value the safety of our customers and our employees. Nothing we do is worth getting hurt for and we will not do anything which risks causing harm. We have launched a major internal programme, 'Driving Out Harm', which is designed specifically to educate and instil a safety-first culture at all levels and across all parts of the Group. Employee remuneration is now increasingly aligned with safety performance. Read more about Safety;

Customers

We place customers at the heart of our business. Nobody will try harder for our customers than we do, particularly when things go wrong. We are working to improve our customer service; for example, we are strengthening our contact centre in Birmingham to provide 24/7 advice to our UK Coach customers if they are stranded or concerned about their travel plans. Read more about Customers;

People

We behave towards all our employees with the respect and dignity we expect from others. We will strive to enable all our people to reach their full potential and to give their best as individuals and in teams. Our employees are core in enabling National Express to consistently deliver high performing services of which we can be proud. Our new innovation programme, 'Make A Difference', has brought groups of employees from all levels of the business together to drive improvement. For example, our UK Bus 'Routes2Excellence' scheme has combined the views of customers, drivers and staff to produce an innovative route learning scheme for drivers. Read more about People; and

Community

We are proud to operate in many international communities. Our policies and practices will advance the social, environmental and economic conditions of those communities. For example, our flagship coach station in Birmingham was the first public transport station to achieve the BREEAM standard for environmental performance. Read more about Community.