conditions of carriage
Our aim is to provide our customers with a reliable and friendly bus service to the highest standards of safety, comfort and cleanliness.
Anyone who travels on one of our vehicles is covered by these conditions of carriage although your statutory rights are not affected. These conditions may also vary for services we operate on behalf of other organisations.
Our employees work hard to ensure services operate on a reliable and punctual basis everyday and we take pride in providing a quality service to our customers. Unfortunately given the nature of our business and the difficulty of controlling the road space we depend upon there maybe occasions when we simply cannot provide the standard of service that should be consistently expected and delivered.
Whenever this happens we work hard to get things back on schedule and learn from experiences as we encounter them. Factors outside of our normal control range from unplanned road works, diversions, exceptional traffic conditions, major events, extreme weather conditions and other unforeseen operating circumstances.
Communication with our customers in these circumstances is vital and we will make every effort to advise you of disruptions in the event of cancellation, delay, diversion or termination of service so you are able to make informed decisions. We will do this through our website and social media.
We are unable to accept liability for losses, damage or inconvenience suffered as a result of factors outside of our control. There may also become occasions where our services become very full (whilst we will always try and put on additional vehicles) and unfortunately in these circumstances we maybe not able to guarantee a seat or worse that you will not even be able to board the vehicle.
We are keen to encourage people to experience and use public transport as a viable and effective alternative to the private car, however we do need to ask our customers to respect some basic rules for the benefit of all customers and our employees.
Please consider others travelling and if you fail to follow these points you may not be allowed to travel or even asked to leave our vehicle or premises. We rarely ever have to do this so please don’t spoil our good record.
- Please don’t smoke on our vehicles or at the entrance (smoke free is important and it is not legal).
- Please behave in an appropriate decent manner (not abusive or threatening) especially anything that might cause offence to other customers or our staff (what would your gran think).
- Please think about the needs of the elderly, young and disabled customers and wherever possible vacate seats and consider their requirements.
- Please remain seated until the bus has come to a complete stop.
- Please don’t drink alcohol on our vehicles.
- Having a bite to eat or a drink on our vehicles is fine, but please don’t eat or drink items which might make the environment unpleasant for other customers or may soil the seating (you would not want a stain on your clothes).
- We hope you have a safe journey but you do need to notify our staff immediately if you sustain an injury or feel unwell whilst boarding, travelling or getting off one of our vehicles.
- Please help keep our vehicles clean, take your rubbish with you and don’t discard your unwanted stuff on our vehicles, our dedicated cleaners will have more time to keep other parts of the vehicle clean.
- You will need to follow instructions from our staff, if directed and please act in a manner showing regard for the safety and comfort of other customers and our employees. In addition please don’t disturb, distract or obstruct the vision of our employee when they are driving, overload the capacity of the vehicle or stand on the upper deck of a double deck vehicle, safety first.
- Please feel free to listen to music (it can make the journey much quicker) but keep the volume down as our other customers don’t want to listen!.
- Please do not distribute anything on our vehicles or at our premises or offer anything for sale or collect for charity without our prior written consent.
- If you see anything suspicious please immediately inform a member of our staff or the driver.
Wheelchairs and buggies
The majority of our vehicles are able to accommodate wheelchairs, approved mobility scooters prams and buggies. We welcome these onboard for travel subject to enough space being available and at the discretion of the driver. We will carry these items but they must not block the gangway of the vehicle at anytime.
Wheelchair users receive priority for the use of the designated wheelchair space and if a customer wishes to board with a wheelchair or approved mobility scooter the space on the vehicle should be made available.
We would therefore ask all customers to cooperate with this and where necessary vacate this space and fold buggies or prams and store them in the luggage space.
As a general rule bicycles are not permitted to be carried on our services where they are likely to soil or cause a nuisance or potential injury to our customers. Bicycles are carried at the sole discretion of the driver who will determine whether they can be carried.
Folding bicycles which are safely and securely stowed in the designated luggage area in a suitable bag or box can be carried at any time dependent on luggage space being available.
All items of luggage will be carried at our driver’s discretion to ensure they can be carried safely upon our vehicles. There may be occasions where items are refused carriage on our services if the luggage is excessive, large or of an awkward size that means it is not easily able to be carried upon the vehicle.
Items of luggage remain the responsibility of the customer and they must not be allowed to block gangways or access to the emergency exits on the vehicle. Any fragile items are carried at your risk and if damaged during travel we cannot accept liability for the damage.
Unfortunately we are unable to carry certain items under any circumstances in the interests of safety. These include accumulators, ammunition, explosives, weapons, paint in either unsealed containers or plastic containers exceeding 5 litres and combustible or otherwise hazardous materials including petrol.
If you are refused travel due to the above circumstances we cannot accept liability for subsequent loss or inconvenience you may incur.
When something is lost on one of our vehicles we will do everything we reasonably can to locate and return property left on one of our vehicles to its owner. If items of lost property are not claimed within one month the item will become the property of the company and it will be disposed of appropriately, normally to a chosen charity.
If the item of lost property is perishable it will be disposed of after a period of 24 hours if not claimed before this time. If before 24 hours the item becomes a potential health risk or cause offence it will immediately be disposed of.
If you find an item of lost property on one of our vehicles you must inform the driver and hand the item to them before leaving that vehicle.
Should you wish to claim an item of lost property we will need to establish that the item belongs to you. You will also need to provide proof of your name and address and describe the item of lost property or explain the contents of an item so we can establish that you are the owner, before we are able to return it to you. Contact details for our lost property offices can be found on the contact page of our website.
If the item of lost property is a bag or other container it may be opened and examined in order to help identify the owner and the nature and potential value of the lost property.
There may be an administration fee charged to you on collection of an item of lost property. Items of lost property will normally need to be collected from one of our offices depending on where the item was lost. We may also agree to post the item of lost property back to you. In these circumstances we will require advance payment of the postage and packaging before we are able to do this.
In order to travel with us you must purchase a valid ticket or hold a valid pass for the journey you wish to undertake.
Many young customers look very grown up and our drivers may question your age. We recommend that ID is carried so that your age can be verified otherwise you may be charged adult fare.
If you buy a ticket when you board the vehicle you should ensure you are given a new ticket directly from the ticket machine that corresponds with the amount paid and covers you for the entire journey you wish to make.
It is also important to check any change and point out any discrepancies to the driver at the point of purchase as it will not be possible for us to correct any mistakes later.
Our drivers are unable to accept £50 notes (these are accepted in our travel shops) for travel. Certain vouchers normally issued by the company can be accepted instead of cash or as part payment for a ticket. Details of the vouchers cash value will be set out on the voucher. Vouchers must be exchanged with the driver to obtain the valid ticket for travel.
Please retain your ticket or pass for travel throughout the journey you are making as a Company Official may ask to inspect your ticket. If you are unable to show this, if it has expired or been altered or tampered with you will be liable to pay the standard adult equivalent fare for the journey, dependent on the circumstances. Please note that we will be unable to refund your fare should you later find the missing ticket or pass.
You must not override the validity for the ticket or pass you have purchased. Should you be found to be travelling further than your ticket entitles you to you will be required to pay the equivalent adult single fare from your initial boarding point until your new alighting point.
Single and return tickets are normally only valid on the day they were purchased unless a different arrangement has been clearly advertised. On single tickets you are not permitted to break your journey and if you do you maybe liable to pay for another ticket. Return tickets are valid for travel on any bus that goes along the same corridor irrespective of route. Return tickets are also valid for travel on another service that terminates at the same destination as long as the value of the journey is the same as stated on the ticket. Return tickets are only valid for one outbound and return journey and once punched are no longer valid for travel.
Details of the range of tickets for different age groups are available on our websites and will be subject to change. This change will be notified to customers via our website and information displayed on our vehicles.
Requests for refunds on tickets or passes purchased will be made at our discretion and will be subject to an administration fee.
If a customer is found to be fraudulently using, copying, producing or adapting our range of tickets and passes they may be liable to prosecution by the company.
We accept English National Concessionary passes for travel on the majority of our services. We do not accept cards from Scotland, Wales, Channel Islands and Northern Ireland as these are not valid for travel.
Passes are accepted in accordance with the conditions of travel as determined the Local Authority areas our services operate within. Details of pass validity can be found on our website or by contacting your local council.
In any circumstances where we have collected your personal data, in connection with a retail transaction, a customer survey or other purpose, this will only be collected and processed in accordance with the principles contained within the Data Protection Act 1998.
Safety and CCTV
The majority of our vehicles and premises are fitted with CCTV to help assist in the security of our customers and employees. Signs are fitted wherever CCTV is installed and any recorded footage is used exclusively for the monitoring of safety, security, service quality and where it may be required in support of relevant criminal and civil legal proceedings and to help us investigate complaints. Images of you may be provided to authorised external agencies such as the police or other enforcement agencies at their reasonable request.
We welcome and encourage assistance dogs on our vehicles and they are carried and welcome aboard at all times.
Other dogs (or a small animal) are welcome but they must be well behaved and of no danger or nuisance to other customers or our employees. Dogs can be dangerous so where appropriate they must travel in accordance with the Dangerous Dogs Act.
Please remember that animals are not permitted to travel on seats (although they can sit on your lap) and if the animal causes damage, loss or injury due to it travelling on the vehicle or being on our premises you will be held responsible (sorry) and we may seek to claim costs as a result.
We make no charge for the carriage of dogs and small animals although we do ask you respect the above rules.
We support a mother's right to breastfeed her baby in public, this includes doing so on any of our buses. Many of our customers are mums and children and we completely understand that babies need to be fed when they are hungry.
Bus Station Conditions of Use