1. Purpose
The policy outlines the terms and conditions under which passengers travel on Carolean Coaches' hired bus services. It ensures a formal agreement with Transport for Wolverhampton (TfW) and adheres to all relevant laws and regulations regarding public transport services.
The policy applies to all our services – which are both contracted services using grey livery for the National Coach/Bus Network or Minibuses.
2. Definitions
- "Carolean Coaches" refers to the bus service provider operating under this policy
- "Passenger" refers to any individual using Carolean Coaches services
- "Service" refers to all bus transportation services provided by Carolean Coaches
- "Ticket" refers to any valid proof of payment for travel
- "TfW" refers to Transport for Wolverhampton
3. Valid Tickets
3.1 Valid Tickets
- A valid ticket or accepted pre-paid method must be presented when boarding
- Tickets are non-transferable and must be used as intended
- Passengers must show their ticket throughout the journey, if requested upon request
3.2 Fare Evasion
- Travelling without a valid ticket is considered fare evasion and may result in penalties
- Passengers found without a valid ticket may be required to pay the full fare or leave the service
4. Passenger Conduct
4.1 Expected Behaviour
- Passengers are expected to behave in a courteous and respectful manner towards other passengers, drivers, and staff
- Any disruptive or anti-social behaviour will not be tolerated and may result in removal from the service
5. Excluded Conduct
The following behaviours are strictly prohibited:
- Smoking or vaping on board (including e-cigarettes)
- Consumption of alcohol or illegal substances
- Playing loud music or causing excessive noise
- Littering or damaging property
- Harassment or intimidation of other passengers or staff
6. Prohibited Behaviour
- Smoking or vaping on board
- Consumption of alcohol or illegal substances
- Playing loud music or causing excessive noise
- Littering or damaging property
- Harassment or intimidation of passengers or staff
- Obstructing aisles or emergency exits
7. Accessibility & Priority Use
7.1 Wheelchairs & Mobility Aids
- Designated wheelchair spaces are available and should be vacated by other passengers when required
- Mobility aids such as wheelchairs and walkers are always welcome on board
7.2 Buggy & Prams
- Collapsible prams and buggies may be carried; they should ideally be folded when space is limited
8. Luggage & Personal Belongings
- Passengers may carry small luggage or bags with them
- Large items must be stored safely and not obstruct aisles or emergency exits
- Carolean Coaches is not liable for lost, stolen, or damaged personal belongings
- Bulky or hazardous items may be refused at the driver's discretion
9. Carriage of Animals
9.1 Assistance Dogs
Assistance dogs, including guide dogs and other registered assistance dogs required to support passengers with a disability, are permitted to travel free of charge at all times.
9.2 Non-Assistance Dogs and Other Animals
Dogs and other animals (excluding assistance dogs) are not permitted on Carolean Coaches services unless:
- They are kept under control, in a pet carrier or on a lead at all times
- The driver has given prior approval, and the animal does not pose a risk to other passengers or cause disruption
10. Liability
The driver reserves the right to refuse or request removal of any animal that is:
- Aggressive, disruptive, or poses a safety concern
- Not properly restrained or in a suitable carrier
- Causing distress or discomfort to other passengers
- Contravening public health or safety guidelines
10.1 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 passenger and may incur a cleaning or repair charge.
11. Service Disruptions
11.1 Delays and Cancellations
- We aim to run services on time but cannot be held liable for traffic, weather, or mechanical issues
- In case of disruption, alternative arrangements or a full refund may be provided
- Passengers will be informed of significant delays or cancellations as soon as possible
11.2 Route Changes
- Carolean Coaches reserves the right to alter routes due to roadworks or unforeseen circumstances
- If a service is significantly altered, passengers may be entitled to a refund or alternative transport
12. Health & Safety
- Passengers must comply with all health and safety rules followed at all times
- Emergency exits must remain clear and accessible
- In the event of an incident, passengers must remain calm and follow driver instructions
13. Data Protection
- Carolean Coaches complies with GDPR and other applicable data protection laws
- CCTV is used on board for security purposes and to ensure passenger safety
- Data is stored and processed in accordance with our Privacy Policy
14. Changes to Conditions
Carolean Coaches reserves the right to amend these conditions. The most recent version will always be available on our website or on request.
15. Legal Jurisdiction
These conditions are governed by the laws of England and Wales. Any disputes shall be subject to the jurisdiction of English courts.
