Conditions of Carriage

1. Introduction

These Conditions of Carriage set out the terms on which passengers and their property are carried on bus services operated by Red Line Buses Ltd, trading as Redline Buses, and Red Rose Travel Limited, trading as Red Rose Travel.

The company operating the particular service on which you travel is referred to in these Conditions as “we”, “us” or “the operator”.

By travelling on one of our services, you agree to comply with these Conditions.

These Conditions do not remove or restrict any statutory rights that cannot lawfully be excluded.

Some services operated under contract to a local authority, school, college or other organisation may be subject to additional requirements. Where this is the case, the relevant additional conditions will be made available where reasonably practicable.

2. Our commitment to passengers

We aim to provide safe, reliable and accessible bus services. We expect our employees and passengers to treat each other with courtesy and respect.

3. Timetables and service operation

We take reasonable care when preparing timetables and service information. Bus services can nevertheless be affected by:

• traffic congestion
• road closures
• roadworks
• accidents
• weather
• emergencies
• mechanical problems
• staff availability
• events
• instructions from public authorities
• other circumstances affecting safe or practical operation

Services may therefore occasionally be delayed, diverted, curtailed, cancelled or operated by a replacement vehicle. We will take reasonable steps to provide accurate information and minimise disruption where practicable. Nothing in these Conditions excludes rights or remedies that a passenger has under applicable law.

4. Boarding and leaving the bus

Passengers should normally board and leave buses only at recognised bus stops or other locations where the service is authorised to stop. Where a route operates on a hail-and-ride basis, the driver will stop only where they consider it safe and lawful to do so.

Passengers wishing to board should make their intention reasonably clear to the driver. Passengers should signal in sufficient time when they wish to leave the bus. You must not attempt to board or leave a moving vehicle. The driver may refuse to stop at a location where they reasonably consider that stopping would be unsafe or unlawful.

5. Capacity

Every bus has a maximum permitted capacity. We cannot guarantee that space or a seat will be available on any particular journey. Where the vehicle has reached its safe or permitted capacity, the driver may refuse additional passengers.

6. Fares and tickets

When boarding you must pay the appropriate fare or present a valid ticket, pass, concessionary permit or other authority to travel. You are responsible for ensuring that you have a valid ticket for your journey. Where a ticket is issued by the driver, please check the ticket and any change at the time of purchase.

7. Ticket inspection

You must retain your ticket, pass or other authority to travel for the duration of the journey and show it when reasonably requested by an authorised employee. Where you cannot demonstrate a valid authority to travel, you may be required to pay the appropriate fare. Where there is evidence of deliberate fare evasion, fraud, ticket alteration or misuse, we may take further action permitted by law.

8. Mobile tickets

Passengers using a mobile ticket are responsible for ensuring that the device can display the valid ticket when required. Screenshots or copied tickets are not valid unless expressly permitted. If a passenger cannot display a valid ticket, the appropriate fare may be charged even if the passenger later establishes that they held another ticket, except where our ticketing system itself was at fault and a refund is appropriate under our Tickets and Refund Policy.

9. Ticket transfer

Tickets issued to a named passenger are not transferable unless the particular ticket terms state otherwise. Multi-journey, student, school, college, season and other discounted tickets may be subject to additional product conditions.

10. Child fares

Where child fares are offered, the applicable age limits will be stated in the relevant fare information. A driver may reasonably request evidence of age where eligibility for a child or young-person fare is uncertain.

11. Student and school tickets

Student, school and college tickets may require evidence of eligibility. A named season pass may only be used by the person to whom it is issued. The ticket must only be used on routes, journeys and dates for which it is valid.

12. Concessionary travel

Concessionary passes are accepted in accordance with the rules of the relevant statutory or local concessionary scheme. The issuing authority determines eligibility and the times and journeys on which a concession is valid. Passengers must present the pass as required when boarding.

13. Return and multi-journey tickets

Return, day, multi-journey, zonal and season tickets are valid in accordance with the conditions stated for the relevant product. Restrictions may apply by:

• operator
• route
• zone
• direction
• time
• date
• passenger category

Passengers should check the applicable conditions before travel.

14. Conduct of passengers

Passengers must behave in a way that does not endanger, intimidate or unreasonably inconvenience other passengers, employees or members of the public. You must not:

• smoke or vape on the bus
• consume alcohol where prohibited by us
• behave abusively, aggressively or threateningly
• harass another passenger or employee
• deliberately damage or soil the vehicle
• interfere with safety equipment
• obstruct gangways, doors or emergency exits
• distract the driver while the vehicle is moving except where necessary for safety
• deliberately interfere with the operation of the vehicle
• throw items from the vehicle
• carry an unlawful or dangerous item
• play music or other audio at a volume that causes unreasonable disturbance
• engage in criminal activity
• disregard a reasonable safety instruction given by the driver or another authorised employee

15. Refusal or removal

We may refuse to carry a person, or require a passenger to leave a vehicle, where this is reasonably necessary because of:

• safety
• serious or persistent misconduct
• abusive or threatening behaviour
• intoxication affecting safe travel
• failure to pay the appropriate fare
• fraudulent ticket use
• risk to other passengers or employees
• capacity
• another lawful and reasonable operational reason

A passenger required to leave must do so at a safe and appropriate location. We will take particular care when dealing with children and vulnerable passengers.

16. Drivers

Passengers must not distract the driver while the vehicle is moving. Questions should, wherever possible, be asked while the bus is stationary. Passengers must obey reasonable instructions given by the driver relating to safety, capacity and use of the vehicle.

17. Children

Parents, guardians and accompanying adults remain responsible for children in their care. Young children should be properly supervised when boarding, travelling and leaving the bus. Where an unaccompanied child or vulnerable passenger appears to be in distress or at risk, our employees may take reasonable steps to safeguard them.

18. Wheelchairs

Accessible vehicles have a designated wheelchair space. Wheelchair users have priority for that space. Where another passenger, pushchair, luggage or other item is occupying the space, the driver will take reasonable steps to make the area available to a wheelchair user. All passengers are expected to cooperate with reasonable requests relating to use of the wheelchair space. A wheelchair can only be carried where it can safely fit within the vehicle’s designated space and applicable weight and dimensional limits.

19. Mobility scooters

Suitable mobility scooters may be carried on accessible vehicles where they can be safely boarded, manoeuvred and positioned and remain within the applicable vehicle and ramp limits. Where a scooter cannot be safely accommodated, the driver may refuse carriage. Passengers who are uncertain about a particular scooter are encouraged to contact us for advice before travelling.

20. Ramps and assistance

Where an accessible vehicle has a ramp, the driver will deploy it for a passenger who reasonably requires it where it is safe and practicable to do so. Further information is provided in our Accessibility and Assistance Policy.

21. Pushchairs and buggies

Pushchairs and buggies may be carried where space is available. Wheelchair users have priority for the designated wheelchair area. A passenger with a pushchair may therefore be asked to move or fold it where reasonably possible to allow a wheelchair user to travel. At busy times, a driver may require pushchairs to be folded where necessary for safety or capacity.

22. Luggage

Reasonable personal luggage may be carried where sufficient safe space is available. Luggage must not:

• obstruct the driver
• block an aisle or emergency exit
• create a trip hazard
• occupy excessive passenger space
• create a danger or unreasonable nuisance

The driver has discretion to refuse an item that cannot be carried safely. Passengers remain responsible for their luggage and personal possessions.

23. Dangerous items

Dangerous, unlawful, explosive, highly flammable or otherwise hazardous substances or articles must not be carried except where carriage is expressly lawful and safe. Passengers carrying medical equipment such as portable oxygen should follow the manufacturer’s safety instructions and any reasonable directions given by the driver.

24. Bicycles

Unfolded bicycles are not normally carried unless the vehicle or particular service is specifically equipped or advertised for their carriage. A properly folded bicycle may be carried as luggage where it can be safely stored without obstruction or risk to other passengers.

25. Animals

Dogs and other small domestic animals may be carried at the driver’s reasonable discretion where they can be carried safely and without causing a nuisance or danger. Animals must remain under control, must not occupy a passenger seat and must comply with any legal requirement applying to that animal. The person bringing the animal onboard is responsible for its behaviour. Recognised assistance dogs are welcome and are carried free of charge.

26. Lost property

We will take reasonable steps to return property handed to us. Ordinary lost property will normally be kept for one month. Full details are provided in our Lost Property Policy.

27. CCTV and audio recording

CCTV operates on our buses. Video is recorded by cameras positioned around the vehicle. Certain cameras situated at the front of the vehicle, including in or around the driver’s cab and front passenger interaction area, also record audio.

Audio at the front of the vehicle is used for legitimate safety and evidential purposes, including investigating threats, assaults, abusive behaviour, suspected criminal activity, serious incidents and road traffic collisions, where what was said may be relevant to establishing what occurred.

Routine recordings are normally overwritten after approximately three weeks unless footage is required for a specific matter. Further details are set out in our CCTV and Audio Recording Policy and Privacy Notice.

28. Accidents and injuries

If you are injured while boarding, travelling on or leaving one of our buses, please tell the driver or another employee as soon as reasonably practicable. If immediate medical assistance is required, emergency services should be contacted. Passengers should provide accurate information to assist any subsequent investigation.

29. Personal possessions

Passengers are responsible for keeping their property secure. We are not responsible for loss or damage solely because an item has been left unattended, forgotten or inadequately secured by a passenger. This does not exclude liability where loss or damage has been caused by our negligence or where liability cannot legally be excluded.

30. Delays, cancellations and consequential loss

We will take reasonable care in providing our services but cannot guarantee that every service will operate exactly to timetable. We will not be responsible for losses caused solely by circumstances outside our reasonable control where the law permits us to limit liability. Passengers should allow appropriate additional time where they are making an important connection or attending a time-critical appointment.

Nothing in these Conditions:

• excludes liability for death or personal injury caused by our negligence
• excludes liability for fraud or fraudulent misrepresentation
• excludes any liability that cannot lawfully be excluded
• removes a passenger’s statutory rights

31. Tickets and refunds

Refunds, online purchases, pricing errors, duplicate payments and ticket replacements are governed by our Tickets and Refund Policy.

32. Complaints

Complaints and feedback are dealt with under our Complaints and Customer Feedback Policy.

Redline Buses Customer Services: 01296 426786
Red Rose Travel Customer Services: 01296 747926

Passengers may also contact us using the online contact facilities on the Red Group website.

33. Accessibility

Our Accessibility and Assistance Policy forms part of our commitment to disabled passengers and passengers with reduced mobility. Nothing in these Conditions is intended to restrict a right or reasonable adjustment required under equality or accessibility legislation.

34. Changes to these Conditions

We may update these Conditions where reasonably necessary, including to reflect changes in law, ticketing arrangements, operational requirements, safety requirements or changes to our services. The current version will be published on our website. A change will not be used retrospectively to remove a right that a passenger already has in relation to a completed purchase or journey.

35. Severability

If any part of these Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

36. Governing law

These Conditions are governed by the law of England and Wales. Nothing in this provision deprives a consumer of any mandatory right they may have concerning the courts or law applicable to them.

Non-Exhaustive List of Legislation

Public Passenger Vehicles Act 1981

Public Service Vehicle (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990 and Amendment Regulations 1995 and 2002

Public Service Vehicle Accessibility Regulations 2000

PSV (Lost Property) Regulations 1978 and Amendment Regulations 1995

Public Service Vehicle (Carrying Capacity) Regulations 1984 and Amendment Regulations 1996