Coastliner Buses Ltd values your custom and will endeavour to ensure you travel safely and in comfort on a clean, reliable bus service. This policy contains the Conditions under which we carry you and applies to anyone who travels with us. Our Conditions are consistent with the relevant statutory regulations, including those relating to the conduct of passengers and lost property and do not affect your statutory rights. Conditions may vary on certain services operated on behalf of other organisations. Any variations will be publicised locally.
Entrance into any of the company’s vehicles or premises confirms acceptance of these conditions.
We aim to provide a safe, reliable and punctual service but there are occasions when we are simply unable to run as advertised due to factors outside our control such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.
Wherever possible, we will take reasonable steps to advise you of any disruption to services but, in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result.
We reserve the right, for operational or other reasons, to alter, suspend or withdraw services, conditions or fares at any time.
We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.
We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence nor are your statutory rights as a consumer affected.
Entrance into any or our premises or vehicles confirms acceptance of these conditions.
Conduct of Passengers
Travelling by bus means you share the space with other people. You must therefore do nothing which endangers or causes discomfort to any other person on the bus. We reserve the right to refuse you entry, or require you to leave our buses or premises at any time, should we have reason to believe that your behaviour jeopardises the safety, security and comfort of others.
When travelling with us:
Intending customers who, in the opinion of the driver or other company officer, appear likely to behave in an antisocial manner or not in compliance of our terms & conditions of travel may not be allowed to travel.
If you are in breach of these and other statutory regulations you will be obliged to give your name and address to a company officer or may be restrained or removed from the bus or our premises by a company officer, a police officer or a community support officer and refused further travel without refund. We also reserve the right to take any other measures we consider necessary to protect the safety and comfort of our customers and staff including temporarily or permanently banning you from travelling with us following an incident of misconduct.
Buses and premises may be fitted with audio CCTV to provide added security for our customers and staff. Appropriate signage will be in place where audio CCTV is in use and the video and sound recordings used solely for the monitoring of safety, security, service quality and in support of relevant criminal and civil legal proceedings and complaint investigation. Images of you may be provided to the Police, Transport Police, DVSA, the Traffic Commissioner or any other enforcement agency at their reasonable request.
Whilst we will do everything we reasonably can to control conduct of other customers, we cannot be held responsible for their conduct.
Getting on and off the bus
In most urban areas, buses will normally pick up and set down passengers at marked bus stops. In busy areas, certain stops will be allocated to specific services.
You must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which is not a designated bus stop such as traffic lights and road works etc.
You must not attempt to board a bus once it has left its designated stand in any bus station.
You must not use the emergency exits on any vehicle except in a genuine emergency.
In certain areas there are no designated bus stops and, in those areas, buses will stop on request where it is safe to do so. You should always pick a point away from parked cars, road junctions, etc and give a clear signal in good time to the driver of the approaching vehicle.
When you come to alight, please ring the bell once in good time to alert the driver.
In the interests of safety we advise all seated passengers wishing to disembark, to remain seated until the bus comes to a complete stop, before leaving the vehicle.
Carriage of Wheelchairs, Small Prams and Buggies
We are constantly investing in updating our fleet to improve access and space for the disabled in wheelchairs, disabled buggies and for passengers travelling with young children in small prams and buggies.
Wheelchairs, disabled buggies, small prams and unfolded buggies may only be carried on suitable low floor vehicles. Wherever possible, the use of low floor vehicles will be shown on all timetable publicity and, whilst we will endeavour to operate a low floor vehicle on all advertised journeys, we reserve the right to substitute a non low floor vehicle when no low floor vehicle is available.
Subject to space being available and the discretion of the driver, we will carry small prams and unfolded buggies on low floor buses within the designated area but only when it is not required by a passenger in a wheelchair. Prams and buggies must not block the aisle of the vehicle at any time. Prams and buggies must not be left unattended in the designated area, and it is your responsibility to make sure that the brakes are applied to your pram or buggy, and that it is not loaded or overloaded in a way that causes it to fall during the buses operation.
You are, however, required to ensure that the designated wheelchair space is made available if a customer wishes to board with a wheelchair or a disabled.
You are required to co-operate in allowing proper use of the designated wheelchair space by vacating this space if it is required by a customer in a wheelchair or disabled including repositioning small prams, folding any buggies and storing them in luggage space. Failure to comply with this requirement will comprise a breach of “Conduct of Passengers” above and may lead to further action as set out in that Section.
Carriage of Bicycles
Non folding bicycles should not be carried on our vehicles. Folding bicycles, safely and securely stowed in the designated luggage area in a suitable bag or box, may be carried on all vehicles.
Non motorised scooters may not be carried on the upper deck of double deck vehicles but should be stored securely in the lower deck luggage area.
In the interests of the safety and comfort of all of our customers, we restrict the size, type and quantity of luggage or other belongings which you can bring onto our buses and reserve the right to refuse permission for you to bring any item onto our buses.
We reserve the right, at the discretion of the driver, to refuse any large, unsuitable or awkward packages or an excessive amount of personal hand luggage.
You remain responsible for any items you bring. You may not be allowed to travel if, for example, the available space for carriage of luggage is already full or, if, in the opinion of the driver, your luggage or belongings will block gangways and access to emergency exits on the bus.
We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.
We reserve the right to request that you open any article of luggage for inspection by the driver or other company officer in your presence if, for reasons of security, it is considered necessary to do so.
Fragile items such as electronic goods, portable televisions, computers, radios etc will only be carried if they are of reasonable size and securely packed. We will not be responsible for damage to such items however caused.
Paint may only be carried in original and properly sealed containers of 5 litres or less.
Certain items cannot be carried under any circumstances in the interests of safety. These include accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol.
Accompanied, well behaved dogs or other small animals which will not be a danger or a nuisance for other customers or our staff is allowed to travel with you on our buses at the discretion of the driver who may reasonably decide where on the bus the animal is best carried.
Where appropriate, dogs must be muzzled or put on a lead in accordance with the Dangerous Dogs Act. Small animals must be caged, boxed or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the seats.
If you bring an animal onto a bus, you will be held responsible for any damage, loss or injury arising from its presence on the bus.
Guide dogs, hearing or assistance dogs accompanying registered disabled persons are carried free of charge at any time. Assistance dogs should wear their harness or identification jacket when travelling.
We will do all that we reasonably can to locate and return any property left on our premises or on one of our buses to its owner. If lost property is not claimed within a month, we will become the owner of the property and will dispose of it appropriately.
If you find lost property on a bus, you must hand it to the driver. Providing the item is not perishable or objectionable, we will keep it for a month. If you claim any item of lost property, you will be required to satisfy us that the item belongs to you, give us your name and address and you may be charged an administration fee.
If the lost property is perishable and is not claimed within 48 hours of being found, we will dispose of it as we think fit. If perishable property is, or becomes, objectionable or a health risk before the end of the 48 hour period, we reserve the right to destroy or dispose of it at any time.
If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.
To reclaim lost property, you should contact us. Contact details can be found at www.coastlinerbuses.co.uk. Under normal circumstances, you will need to collect the lost property from the Coastliner Buses Ltd garage, or the particular depot at which the lost property is being stored. You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. Our arrangements comply with the relevant legislation.
Fares and Ticketing
Fare details are available on our website at www.coastlinerbuses.co.uk.
Whenever you board a bus you must either:
Show the driver a valid prepaid ticket, pass or
other form of authority to travel.
When travelling with a Smartcard, it must be presented to the reading equipment so that its validity may be checked and your journey recorded.
Pay the fare for the journey you intend to take to the driver whether specifically requested to do so or not.
Where you make payment to the driver, you should ensure that you are given a new ticket issued from the ticket machine which corresponds with the amount you have paid and is valid for your entire journey.
Most of our buses are now equipped with contactless payment ticket machines. On these vehicles, you may pay for any ticket up to the value of £45.00 using contactless debit and credit cards, and also Android and Apple Pay.
We do not accept payment by cheque or foreign currency on our buses.
You must retain your ticket, pass or other relevant documentation for inspection by a Company Official on demand throughout your journey. This includes tickets purchased and stored on the mobile ticketing app. If you are unable to show this, or if it has expired or been altered or tampered with, you will be liable to pay a fare for the journey which may be a Standard Fare depending on the circumstances. We will not refund you this fare if you later find the missing ticket or other document. We reserve the right to refuse travel to anyone who presents a ticket which has been obtained fraudulently or which is damaged.
When you complete the journey for which you have paid or the validity of your pass or other relevant documentation expires, you must leave the bus or pay a fresh fare to your intended destination.
Please note: Student Photo ID (or in some cases College Staff Photo ID) is required to buy Young Person tickets when aged 16-18, and the relevant Student/Staff Photo ID MUST be shown to the driver each time the pass is used.
It is your responsibility to have a valid ticket for the whole journey and to carry any associated identification required for the purchase of the ticket you hold, such as student ID, proof of age etc, with you whilst travelling.
You are liable to prosecution if you do not hold a valid ticket, pass or other relevant documentation.
Single or return fares purchased on bus are normally calculated with reference to fare stages. If you board a bus at a location which is not a fare stage, you will be charged from the previous stage. Similarly, if you alight at a location which is not a fare stage, you will be charged to the subsequent fare stage. In certain areas a number of stops may be grouped together as one fare stage.
You may not break your journey when travelling on a single or return fare.
Children aged under 16 and those people who, in the opinion of the driver, are vulnerable, at risk or in distress, and unable to pay their fare will be carried at all times providing their name and address can be given in order that the fare due may be collected at a later date together with any reasonable administrative costs.
Child Fares apply to children of five years and above, but under 16 years of age.
There is no charge for up to 4 children under 5 years of age when travelling with another responsible passenger providing they do not occupy a seat to the exclusion of a fare paying passenger or are seated in a buggy in an appropriate space on the vehicle. Additional children will be charged as if they were aged 5 or over.
We have a range of multi journey travel products. Full details of availability, price, validity and terms and conditions can be found on www.coastlinerbuses.co.uk
Decisions on applications for ticket, travel or smartcard refunds will only be made at our entire discretion, without precedent, and any refund agreed may be subject to a reasonable administration charge.
Concessionary Travel Schemes
Concessionary travel schemes for many categories of passenger are operated by all local authorities in England, the Scottish and Welsh Governments.
The terms, conditions and rules applying to these schemes are the responsibility of the pass issuing authority.
When travelling on Coastliner Buses Ltd vehicles, concessionary passengers must additionally comply with all aspects of these Conditions.
We welcome suggestions and complaints because they help us to improve our services and put things right when they have gone wrong. We want people to contact us rather than just stop using our services. We will handle complaints with tact and consideration and never take them personally. We know that customers want to be taken seriously more than anything else. When we have failed, we will offer a sincere, speedy apology and a genuine commitment to avoiding a repetition.
Information on how to contact our Coastliner Buses Ltd is available on all buses, in all timetables, on our website and, where possible, in information leaflets.
All suggestions and complaints whether in writing, by email, in person or by telephone will be investigated and dealt with. We will, however, not entertain complaints from legal practitioners unless the complaint has, in the first instance, been addressed to us in writing, either by letter or email, in order to give us the opportunity to respond formally.
We will provide a response as quickly as possible and always within seven days of receipt, even if this is initially to explain what investigation needs to take place and how long this will take.
When comments or complaints are about matters outside our control, we will forward them to the relevant organisation and explain that we have done this.
The Bus Appeals Body in England and Wales is a non-statutory committee offering an independent review of complaints arising from the operation of local bus and scheduled coach services. If you are not satisfied with our response, we will always pass on contact details for BAB.
In any circumstances where we collect your personal data, in connection with a retail transaction, a customer survey or other purpose, we will only collect and process your data in accordance with the principles contained in the Data Protection Act 1998.
These Conditions may be amended at any time and any revision maybe advertised on our website, our vehicles and/or revised leaflets made available through information outlets.
The governing law for these Conditions shall be the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction
Should any provision of these Conditions be invalid or unenforceable this shall not affect the validity and enforceability of the remaining provisions.
These Conditions constitute the entire agreement between Coastliner Buses Ltd and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.
* 1 - If you cannot wear a face covering, then a face shield will be permitted. Exemptions apply.
Effective: 17 May 2021