Bus Passenger Charter

Operating a great service

We commit to operating a safe, secure, and comfortable service. Our passengers can expect:

• A clean bus with comfortable facilities
• A professional and friendly driver
• A secure, well maintained, place to wait for the bus
• CCTV cameras on buses
• Us to work continually with the police to maintain a safe network
• A zero-tolerance policy towards hate crime, anti-social behaviour of any kind or harassment towards passengers and bus staff.

Keeping you informed

We commit to always keep you informed. Passengers can expect:

• Accurate, accessible and timely sources of information regarding timetables, fares and disruption.
• Investment in on board ‘Next Stop’ audio-visual information on new buses.
• That bus users and effected communities will be consulted with prior to a major route or timetable change to ensure impacts are fully considered.
• Bus drivers to be knowledgeable on routes, passenger entitlements, and the best fare options for a passenger’s day of travel.
• We commit to help, particularly when things go wrong.

Dealing with issues

Despite our best efforts, things can go wrong. In the event this happens, we will take the appropriate action to put things right and get your journey back on track. We commit to:

• Providing a considered and appropriate response to all queries, complaints and comments - treating each on a case-by-case basis.
• A service guarantee (free bus ticket or voucher to compensate for service issues).
• An easy access guarantee: a taxi will be provided or cost covered where a bus is unable to accommodate a customer with a disability, who would usually be accommodated.
• An Emergency Protocol to ensure other operators tickets are accepted on board buses in the event of severe disruption to the network.