Accessibility and Assistance Policy

Redline Buses and Red Rose Travel are committed to providing bus services that disabled passengers and passengers with reduced mobility can use safely and with dignity.

We recognise that disabilities may be visible or non-visible and that individual passengers have different requirements.

Assistance

Passengers are welcome to contact us before travelling where they need information about vehicle accessibility or particular assistance. Advance notice is not normally a condition of travelling on a local bus service. Our drivers will provide reasonable assistance where required and where it is safe and practicable to do so.

Wheelchair users

On accessible vehicles, the designated wheelchair space is primarily intended for wheelchair users. Where a wheelchair user wishes to board and the designated space is being used by passengers, luggage, pushchairs or other items, the driver will take reasonable steps to enable the wheelchair user to use the space. Passengers using the area for pushchairs or other purposes may be asked to move or fold their pushchair where reasonably possible. We ask all passengers to cooperate with the driver.

Vehicle limitations

Wheelchairs and mobility aids can only be carried where they can be safely accommodated within the vehicle, ramp and designated-space limits. Vehicle designs vary. Passengers using particularly large or heavy wheelchairs or mobility aids are encouraged to contact us if they would like information about compatibility before travelling.

Mobility scooters

Suitable mobility scooters may be accepted on accessible buses where:

  • the scooter can be safely manoeuvred onto the vehicle
  • it fits safely within the designated space
  • it does not exceed applicable ramp or vehicle weight limits
  • it can be safely positioned for travel

We reserve the right to refuse a scooter where it cannot be safely accommodated. This does not affect the priority given to wheelchair users.

Ramps

Where a vehicle is fitted with a suitable boarding ramp, the driver will deploy it for a passenger who reasonably requires it, provided it can be done safely at the relevant stopping location.

Priority seats

Priority seats are principally intended for passengers who may have difficulty standing. This includes, for example:

  • disabled passengers
  • older passengers
  • pregnant passengers
  • passengers with reduced mobility
  • passengers whose condition makes standing difficult

Not all disabilities are visible. We ask passengers to offer a priority seat to somebody who appears to need it more or who asks to use it.

Assistance dogs

Guide dogs, hearing dogs and other recognised assistance dogs are welcome on our buses and are carried free of charge. The dog should remain under the control of its owner.

Pushchairs and buggies

Pushchairs and buggies are welcome where space is available. A maximum of two pushchairs are permitted on the bus. Where the designated wheelchair space is required by a wheelchair user, passengers with pushchairs may be asked to move or fold them where reasonably possible. During busy periods a driver may require a pushchair to be folded where this is necessary for safety or capacity.

Non-visible disabilities

We recognise conditions including learning disabilities, autism, sensory impairments, mental-health conditions and other non-visible disabilities. Passengers are not required to explain private medical details to other passengers. Where assistance is required, please tell the driver what help you need.

Accessible information

We aim to provide clear information about routes, destinations and stops. Audible and visible onboard information will be provided on vehicles and services where required by applicable accessible-information legislation. If equipment is temporarily unavailable, staff will provide reasonable assistance where possible.

Service disruption

Diversions, road closures, breakdowns and replacement vehicles can occasionally affect accessibility. Where reasonably practicable, we will provide information about significant changes and assist affected passengers.

Accessibility complaints

If you experience an accessibility problem, please contact us and provide, where possible:

  • route number
  • date
  • approximate time
  • direction of travel
  • stop or location
  • vehicle registration or fleet number if known
  • a description of what occurred

Accessibility complaints will be handled under our Complaints and Customer Feedback Policy. Nothing in this policy affects rights under the Equality Act 2010 or other applicable legislation.