Conditions of Carriage

 

Applies To: All Local Bus Services Operated by Carolean Coaches

1. Purpose

This policy outlines the terms and conditions under which passengers travel on Carolean Coaches’ local bus services. It ensures alignment with Transport for West Midlands (TFWM) standards and reflects best practices from leading operators.

2. Scope

This policy applies to all passengers, drivers, staff, and contracted services operating under the Carolean Coaches brand on public bus routes.

3. Passenger Requirements

3.1 Valid Tickets

  • A valid ticket or accepted payment method must be presented when boarding.
  • Tickets are non-transferable unless stated otherwise.
  • Passengers must retain their ticket throughout the journey and produce it upon
    request.

3.2 Fare Payments

  • Accepted payment methods include Swift cards, contactless bank cards, and cash (exact fare preferred).
  • Carolean Coaches reserves the right to revise fares at any time with prior notice via company channels.

4. Passenger Behaviour

4.1 Expected Conduct

  • Follow all driver and staff instructions promptly.
  • Remain seated where possible and use handrails when moving.
  • Use headphones when listening to audio.

4.2 Prohibited Behaviour

  • Smoking or vaping on board.
  • Consumption of alcohol or illegal substances.
  • Eating hot or strong-smelling food.
  • Aggressive, threatening, or abusive behaviour.
  • Standing in doorways or blocking aisles

5. Accessibility & Priority Use

5.1 Wheelchairs & Mobility Aids

  • Designated wheelchair spaces must be vacated when needed by a wheelchair user.
  • Drivers are trained in PSVAR obligations and will assist where required.

5.2 Buggies & Prams

  • Permitted when space allows, provided they do not obstruct the aisle or wheelchair space.

6. Luggage & Personal Belongings

  • Passengers may carry small luggage at their own risk.
  • Items must not block aisles, doors, or emergency exits.
  • Bulky or hazardous items may be refused at the driver’s discretion.

7. Carriage of Animals

7.1 Assistance Dogs

We welcome all guide dogs, hearing dogs, and other registered assistance dogs required to support passengers with a disability. These dogs are permitted to travel on all our services at no extra cost and without restriction.

7.2 Non-Assistance Dogs and Other Animals

Dogs and other small animals may be carried at the driver’s discretion, provided that:

  • They are well-behaved, non-aggressive, and do not pose a risk or nuisance to other passengers or the driver.
  • They are kept under control, either on a lead or in a suitable carrier.
  • The vehicle is not overly crowded and carrying the animal does not interfere with the comfort or safety of other passengers.

7.3 Restrictions

The driver reserves the right to refuse or request removal of any animal that is:

  • Aggressive, disruptive, or not under control,
  • Likely to cause discomfort or inconvenience to passengers,
  • Considered unsafe to transport due to space, cleanliness, or behaviour.

7.4 Responsibility

Passengers are fully responsible for the care, behaviour, and cleanliness of any animal brought on board. Any damage or soiling caused will be the responsibility of the animal’s handler.

8. Lost Property

  • Items found will be recorded and stored for 14 days.
  • Return of property may incur a handling or delivery charge.
  • Carolean Coaches accepts no responsibility for items left on vehicles.

9. Service Disruptions

9.1 Delays and Cancellations

  • We aim to run to schedule but cannot guarantee punctuality due to traffic, weather, or external incidents.
  • In case of significant disruption, alternative arrangements will be offered where possible.

10. Complaints & Feedback

  • Complaints should be submitted within 3 months of the journey via our website or customer service contact.
  • If unresolved, complaints can be escalated to Bus Users UK or an independent body approved by TfWM.

11. Health & Safety

  • Emergency instructions and signage must be followed at all times.
  • Standing passengers should hold railings securely.
  • In the event of an incident, passengers must remain on the vehicle unless instructed otherwise.

12. Data Protection

  • We collect minimal passenger data for operational purposes.
  • Data is stored and processed in accordance with UK GDPR and company privacy policy.

13. Changes to Conditions

  • Carolean Coaches reserves the right to amend these Conditions. The latest version will always be available on our website or at request.

14. Legal Jurisdiction

These conditions are governed by the laws of England and Wales. Any disputes shall be subject to the jurisdiction of English courts.