Updated May 2013
These Conditions of Carriage apply to all local bus services, Park&Ride bus services, airline coach services and X90 Oxford-London coach services run by Oxford Bus Company.
The Conditions describe your legal rights and obligations and form the basis of our legal contract with you, but they do not affect the Public Service Vehicles (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990 (as amended) which control the conduct of Company staff and passengers on buses & coaches.
These regulations may be altered from time to time without notice. The edition which is in force when a passenger purchases a ticket is the edition which applies to that agreement.
A Braille or large print copy of these Regulations is available on request.
1. SERVICES
A bus or coach service is not an individually tailored transport service. Accordingly, while we make every reasonable commercial effort to run our bus & coach services to their advertised routes, frequencies, times and fares, sometimes this is not possible. We therefore reserve the right, should it be necessary, to temporarily or permanently alter the route, frequency, times and fares without prior notice.
The Company does not guarantee that any service will operate, or that accommodation will be available onboard any particular journey as any advertising material or notice indicates.
The Company will not be liable for any loss, damage, injury or inconvenience which may be sustained by any person through the alteration of departure times, or through suspension, withdrawal, cancellation or deviation of any vehicle or service, or through the lack of accommodation, detention, delay, early running or want of punctuality or through the display of any incorrect or misleading destination information.
Alternative modes of transport are available from other providers which may give guarantees or compensation for delays or cancellations.
2. SAFETY
Your safety is our first concern. Passengers must not lean out of or throw or stick anything out of bus or coach windows, or board or alight from a vehicle except at a recognised stopping place, indicated by an official roadside .Bus Stop. sign, or where specifically authorised by a Company representative. Passengers must not board or alight whilst a bus is moving, or whilst it is held-up in traffic, or by police, or traffic signs, signals or directions, or whilst at road junctions or roundabouts. Passengers must not attempt to board a bus or coach when the doors are closed. Passengers are advised to remain in their seats until the bus comes to a complete halt at their required bus stop.
The Company can accept no liability in respect of injuries sustained by passengers unless such injury is caused by the negligence of either (1) the Company or (2) its employees (when acting in the course of their employment).
3. STANDING PASSENGERS
The number of standing passengers permitted on each type of vehicle is clearly displayed inside each vehicle (there are no standing passengers allowed on airline or X90 Oxford-London coaches). Standing passengers must not stand in the front door-well area, upstairs or on the stairs of double-deckers, or near any emergency exit. Standing passengers MUST hold onto a hand pole &/or seat back at all times whilst standing onboard. Standing passengers are advised to occupy a seat as soon as one becomes available.
We strive to provide every reasonable assistance to disabled passengers. Please contact us if you have any specific requests you wish us to consider.
4. FARES & TICKETS
Full fare information is held by the driver and may be inspected upon request.
. Single fares - valid for a one way journey between two points on the same vehicle on one route only, a journey cannot be broken using the same ticket.
. Day Return fares - all return fares issued on local buses & Park&Ride bus services are valid for one outward and one return journey only. They are only valid for travel on the day/date of issue and up to 3.30am on the following calendar morning (date is printed on the ticket). On airline and X90 Oxford-London coach services a Day Return is referred to as a .Day & Next day Return. and allows the return journey to be commenced up to midnight on the day following the date that the outward journey was made.
. Period Return fares - valid ONLY on airline & X90 Oxford-London coach services LHR/LGW/OXF/X90. These allow the return journey to commence up to three calendar months from the date of the outward journey (date is printed on the ticket).
. Day tickets are valid for 24 hours from time of issue. Date and time of issue are printed on the ticket.
. One week tickets are valid until close of service of the 7th day of use. The date of purchase constitutes the first of the seven days of validity. The date of expiry is printed on the ticket.
Tickets purchased via the internet become invalid if not used within six months of date of purchase.
The issue of a ticket should not be regarded as giving rise to any offer, contract or undertaking that any vehicle of the Company shall run at any time or at all, or that there shall be accommodation on any vehicle. Return tickets are not valid for two journeys in the same direction.
Passengers are requested to ensure that upon payment of any fare that they obtain a new valid ticket/card issued in their presence as valid for the section over which they are entitled to travel. Passengers MUST check their ticket is correct for their journey and check any change given at the time of purchase. Errors cannot be rectified after the issuing date.
Passengers boarding a vehicle between fare stages will be charged from the previous fare stage. Passengers alighting between fare stages will be charged to the next fare stage. Fares charged shall be in accordance with the Company .Fare Book. and as stored on the on-bus ticket machine. The .Fare Book. is available for passengers to check their fare at Company offices and also on the Company website . All drivers carry a copy of the Fare Book with them.
Tickets are not transferable (except most key products) except in extreme circumstances. Please contact customer services if you believe your circumstances are such that you can apply for a transfer. Tickets must be retained during the whole journey and shown to a Company official upon request, or the appropriate single fare paid. Return tickets must be given to the driver for cancelling, and then retained by the passenger. Day tickets and week tickets must be shown to the driver for validation. The Company will not accept defaced or mutilated tickets, neither will any application for a refund be considered for damaged or for lost, stolen, destroyed tickets (except .the key. smartcards). A person buying a ticket is deemed to be buying for him or herself unless this is otherwise made clear at the time of booking, in which case that person is deemed to be acting as agent for the other person specified. A person buying tickets for one or more accompanying people is deemed to be acting as agent for the person buying the ticket. In each case, these regulations apply to such sale.
All tickets & cards remain the property of the Company & can be withdrawn at any time, and the passenger agrees to keep them safe. Every passenger must be in possession of a valid ticket for the journey being made, or about to be made. Passengers must be able to produce their ticket on demand by any Company employee (or other person so authorised for inspection). Any person who fails to produce a valid ticket for the journey may be asked to leave the vehicle or pay the maximum single fare on the route being travelled.
Scratch Cards
Scratch card tickets must have the valid from date clearly showing by scratching the surface to uncover the correct date. If more than one date is uncovered the ticket is invalid.
Scratch cards must be shown to the driver for validation.
Flash Passes
"Flash Pass" tickets are valid for travel only within the validity dates stamped on the pass, and within the Zone(s) indicated. They are valid for travel by one person only. Flash Passes must be shown to the driver for validation.
E-ticket Use (the airline ONLY)
E-tickets are available on our airline services. These reserve a seat(s) on the journey(s) specified on the e-ticket.
We accept booking confirmations stored on smart phones or IPad/tablet devices as well as printed copies of an e-ticket.
Passengers must arrive no later than 10 minutes before the scheduled departure time of the journey they are booked on. They will be accepted if the name and reference number on the ticket corresponds with details that appear on the driver's manifest, the driver may ask to see photographic ID of the person named on the ticket. Failure to arrive 10 minutes before departure will lead to loss of seat reservation. The e-ticket will be valid for travel, seat availability permitting.
A seat can only be guaranteed using an airline E-ticket if you travel on the timed service that it was booked for.
Airline e-tickets for travel from Oxford to either Heathrow or Gatwick may be used on any earlier or later equivalent service due to depart up to 2 hours before or after the service specified on the e-ticket.
Airline e-tickets for travel to Oxford from either Heathrow or Gatwick may be used on any earlier or later equivalent service due to depart up to 24 hours before or after the service specified on the e-ticket. In this instance no seat is guaranteed and the person named on the e-ticket must provide photographic ID.
Reservations may be cancelled by emailing airlinecancellations@oxfordbus.co.uk 48 hours or more before travel, or by using the cancellation tool on the airline booking website. Tickets cancelled within 48 hours of the reserved time will not be refunded. Partially used e-tickets will not be refunded.
If we have reasonable grounds for considering that an e-ticket has been fraudulently used, we reserve the right to confiscate the e-ticket and prevent you from travelling on our services. You shall not be entitled to a refund in respect of any e-ticket confiscated in accordance with this Clause, and we shall have no further obligations or liability to you.
Otherwise, the rest of these regulations apply to e-tickets.
The key Smartcard
See separate terms and conditions for use of the key smartcard.
Lost tickets
We will not be obliged to replace your ticket if it is lost, mislaid or stolen. A new ticket needs to be purchased to enable travel.
Spoiled or tampered tickets
If your ticket is spoiled or tampered with, it will be invalidated, and if you travel with it, you will be considered to have travelled without a ticket. If your ticket is spoiled or tampered with before you travel, then we may replace your ticket if you ask for a replacement a reasonable time before you are to travel, and you provide us with proof of your purchase, your identity, and a reasonable explanation as to why your ticket was spoiled or tampered with. We may refuse to replace your ticket if it is reasonable to do so. We may charge a reasonable administration fee for replacing tickets.
Child Fares - Local buses & Park&Ride services
The Company offers reduced rate fares for children (as defined herein), on a commercial basis as follows.
Where a person accompanies children travelling free, that person agrees that they are responsible for the conduct of those children and that they will ensure those children abide by these Regulations.
. UNDER 5 YEARS OLD:
Up to 2 children (on local buses) or up to 3 children (Park&Ride) allowed to travel FREE at all times when accompanied by a fare paying, a concessionary pass holding, or a key card holding person.
. 5 TO 15 YEARS OLD:
Park&Ride - up to 3 children (under 16 years of age) can travel for FREE when accompanied by a fare paying, a concessionary pass holding, or a key card holding person, to/from a car park only.
Local bus routes: Single & day return fares . available any day, until 9pm (2100 hours), at half the normal adult fare to the nearest 10 pence below. AFTER 9pm (2100 hours) . a ticket at the FULL ADULT FARE must be purchased, unless accompanied by an adult fare paying passenger. The return portion of a return ticket purchased before 9pm may still be used after 9pm, whether accompanied or not.
Child Fares - airline & X90 Oxford-London coach services
. UNDER 5 YEARS:
Up to two children allowed to travel FREE at all times when accompanied by a fare paying, Concessionary pass holding, or key card holding adult.
. 5 TO 15 YEARS:
Discounted fares apply, the exact nature of the discount is shown on the airline or X90 Oxford-London services .Fare Book. and in publicity material.
NOTE: for security and safety reasons, we DO NOT carry unaccompanied children under the age of 15 years old on airline or X90 Oxford-London coach services.
Senior Citizen fares - Local bus & Park&Ride services
Senior Citizens can qualify for free travel on local bus & Park&Ride bus routes where such concessionary fares schemes are available under contract to relevant Local Authorities. The Company has to abide by the relevant Conditions & Rules appertaining to the Concessionary Fares Scheme as laid down by the Local Authority . for details, please see the .Fare Book. or contact the relevant Local Authority. Senior citizens travelling in these circumstances are still entering into a contract with us under these Regulations and the Company agrees to carry them provided only that they agree to do so.
Senior Citizen Fares - airline & X90 Oxford-London
Senior Citizens (both men & women) aged 60 years or over can qualify for discounted fares on airline & X90 Oxford-London coach services. Proof of age will be required - suitable proof includes: birth certificate; driver's licence; passport; national concessionary travel bus pass (with photo).
Disabled passengers
Disabled passengers in possession of a national concessionary travel bus pass qualify for discounted fares on airline & X90 Oxford-London coach services.
Student and Young Person Fares - X90 Oxford-London only
Full-time College & University Students with a valid British N.U.S Student Identity card, or young people with a National Express or National Rail Student Rail Card or Young Persons Railcard can qualify for discounted fares on X90 Oxford-London coach services (not the airline).
5. PASSENGERS' CHANGE
The Company asks passengers to have the correct money for their fare, or as near as possible to the correct money for their fare. However, the Company and its staff aim to have change available for passengers who are unable to offer the correct money for their fare. If the driver does not have sufficient change, then the driver will issue the passenger with the ticket and accept the cash proffered and issue the passenger with a receipt for the change which can be used to obtain a refund from Customer Services at the address printed on the receipt.
The cash value shown MUST be claimed within 28 days of the date shown, failing which we will donate it to charity.
6. REFUNDS
While we cannot accept any liability for any loss or damage resulting from our failure to provide an advertised service, we will in the interests of customer goodwill give consideration to a refund of any unused or partially used ticket.
Refunds are not offered on single tickets or Day Return tickets purchased on local bus or Park&Ride bus routes. Refunds on unused return tickets issued for travel on airline or X90 Oxford-London coach services are given consideration. You may apply for a refund on the unused part of the airline or X90 Oxford-London return ticket, in writing, enclosing the relevant ticket(s) to: Customer Services Manager, Oxford Bus Company, Cowley House, Watlington Road, Oxford OX4 6GA. Any refund due will be calculated in accordance to our refund policy
Refunds of less than £10 will be sent money-off vouchers for use on Company services. Refunds of £10 or more will usually be sent as a refund cheque. There is an administration fee of £2 for raising a cheque which will be deducted from the total amount of refund due. The cost of postage will be deducted from any refund due.
7. LUGGAGE
The Company may permit customers to carry luggage on vehicles where it is safe to do so, but that is not a service provided under our contract, but is available as a convenience to customers only. By carrying luggage, the Company does not take possession of it.
For reasons of safety, we have to restrict the amount and type of luggage we can accommodate on our buses & coaches. Luggage is only carried where space is available. Luggage must not be bulky or inconvenient, nor must it contain any hazardous substance that could endanger the safe passage of the vehicle or the safety of staff or passengers.
The customer retains the risk of loss of, or damage to the luggage at all times. The Company will not accept responsibility for any loss or damage however caused. The Company reserves the right to refuse to carry any article of a bulky, dangerous, or offensive manner.
The Company strongly advises customers to take out their own travel insurance.
Airline & X90 Oxford-London coaches - luggage allowance:
. Two items of luggage per adult person travelling - which must be stowed in the luggage hold of the coach.
. Only small hand luggage may be taken onboard the coach - which must be stowed in the overhead racks or under the passenger.s seat. For safety reasons luggage must not be placed in the aisle of the coach or on seats.
. Skis, boxed single bicycles, golf clubs, trunks and other bulky items (such as musical instruments) can only be carried if space allows, once all other passengers' standard luggage allowance has been accommodated. A fee of £2 per item must be paid for carriage of these extra items (except cycles on X90 Oxford - London coaches). These items are carried at the discretion of the coach driver or other authorised official of the Company.
. All luggage must be labelled with the passenger's name, address and brief travel details.
Cycles
Cycles are carried free of charge on the X90 Oxford-London service.
The Company does not carry unaccompanied luggage or parcels of any sort.
8. LOST PROPERTY
If you find any unattended property on our vehicle, please inform the driver or other Company representative immediately.
Items left on a bus or coach and subsequently found by a member of our staff are treated in accordance with the Public Service Vehicles (Lost Property) Regulations 1978 (amended 1995). We will not accept any responsibility or liability for any article left on our buses or coaches.
All Lost Property is administered and held at our Head Office, at the address at the top of this document. Items are held for one month from the date it was found (except perishable/food items which are held for 24-hours only). Items can be claimed Monday to Friday 9am . 5pm. Items may be forwarded in the post, provided the owner pays the postage fee in advance and accepts that the Company cannot be held responsible for its safe return. Any property unclaimed and unpaid for after one month will be disposed of (usually to local Charity shops), in accordance with the regulations.
9. BEHAVIOUR OF PASSENGERS
The Company reserves the right to refuse entry onto any vehicle and to refuse travel to any person considered to be undesirable, a security or safety risk, with a poor level of personal hygiene, who is intoxicated, under the influence of drugs or other substances, or who may other wise cause a nuisance or disturbance. A passenger may be asked to leave the vehicle at any time for: smoking any substance; consuming alcohol; interfering with any equipment on or part of the vehicle; interfering with a member of staff or other person travelling on the vehicle; causing a public nuisance. Feet must not be put on seats.
For the safety of staff and fellow passengers and to assist the Company in keeping vehicles clean, passengers are NOT permitted to consume any form of hot food whilst travelling onboard any bus or coach. Strong smelling hot food may not be carried. Hot drinks may be taken onto an airline or X90 Oxford-London coach, provided that the container is fitted with a spill-resistant safety lid.
Passengers must adhere to the Public Service Vehicles (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990 (as amended).