Customer Service Charter
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Safety and Security
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Access, comfort and convenience
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How you can help
Our rules and policies have been designed with the safety and comfort of all our passengers in mind. Please help us to help you by observing the following:
- Please ensure that you have a valid bus ticket for the journey. You might be asked to show it to a member of our staff.
- For the comfort of other passengers, please do not leave litter on the bus and remember that smoking, eating, and drinking from containers without lids are not permitted. We also ask that passengers do not rest their feet on seats. Portable music players may be used, but only with the use of headphones and at a low volume.
- Please be considerate to other passengers. We take appropriate steps, working with government agencies, to deter any antisocial or criminal activity on our buses.
- Over 50 per cent of our current fleet, and all new buses coming into service in the future, allow easy access and have a designated area for users of standard wheelchairs and standard pushchairs. Please use these spaces to securely park your wheelchair or pushchair. For space reasons, we are unable to carry motorised wheelchairs, or mobility scooters or some larger style pushchairs.
- We welcome passengers accompanied by guide dogs and hearing dogs. However, all other animals must travel in a secure, portable container.
- We have a limited storage area for bags and parcels. For capacity reasons, we cannot allow bicycles or motorised scooters on board.
- If you notice anything on the bus that requires our urgent attention, please alert the driver.
- Keeping the comfort and safety of other passengers in mind, please help us maintain a punctual and reliable bus service by:
- giving a clear signal to board the bus or alight from it
- being ready to board or alight promptly
- having your fare ready when boarding (change can normally be given for small notes)
- allowing alighting passengers to get off the bus before you board.
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