STANDARD CODES TTh M-S HCB

Transcription

1 STANDARD CODES This section lists all the codes used in our timetables and gives an explanation of their meaning. D - Daily. Th - Thursdays. M - Mondays. F - Fridays. T - Tuesdays. S - Saturdays. W - Wednesdays. Su - Sundays Journeys which operate only on certain days of the week carry a combination of the above abbreviations. (eg TTh indicates Tuesdays and Thursdays only, MF indicates Mondays and Fridays only, M-S indicates Monday to Saturday only). SC - Coaches providing this service are normally in the blue & yellow livery of Scottish Citylink Coaches. MB - Coaches providing this service are normally in the blue livery of megabus.com HCB -Coaches providing this service are normally in the blue & grey livery of Highland Country Buses. PA - Coaches providing this service are normally in the blue & yellow livery of Parks of Hamilton 1234 Times shown in light italics are approximate times only and passengers wishing to board at these points are advised to be at the pick up point 5 minutes prior to the time shown. A tinted background behind a journey on a timetable indicates that the journey either does not operate on every day covered by that timetable or does not operate throughout the period indicated on that table. Tints are used on fare tables to make them easier to read. Other symbols used are explained on appropriate pages. 99

2 ADVICE ON TICKETS This section gives some helpful advice on how to issue tickets. Please remember that we are here to help you do this. If you need advice, please call STAR Helpdesk on Lines are open Monday-Friday from 9am to 5pm. There are 5 different types of tickets: printed tickets issued through STAR, e tickets, p tickets, text tickets, handwritten U V tickets and wayfarer tickets. Figure 1: Example of printed ticket Ticket Number:S Depart: Glasgow Buchanan Bus Stn To: Edinburgh Bus Stn St Andrew Sq On: 05/04/2010 at:14:30:00 Service: 900 Brand: SC Board Ref: OSXX No of Passenger: 1 Ticket Type: SINGLE Fare Paid: GBP 6.00 Promo Id: Sent By:POINT OF SALE Aiden Proctor Killermont Street Glasgow G2 3NW Method of Payment: AGENT Total Sale Amount: GBP 6.00 Date of Sale: 05/03/2010 Trans Id: PORTION: 1 of 1 ANDREW CUSTOMER From: tickets@citylink.co.uk Sent: 2 October :21 To: a.customer@hotmail.co.uk Thank you for booking with Scottish Citylink. This is your ticket. Please print it out and present it to your coach driver at the time of travel. Figure 2: Example of Super Single e-ticket (This will usually be an A4 sheet of paper) e-ticket Ticket No : S2060 Date of Transaction : 02/10/2003 Time of Transaction : 15:23 Customer Information Title First Name Surname Address line 1 Address line 2 Town / City County / State / Province : Post Code Country : : Mr : A : Customer : 22 Any Street : Suburb : Glasgow : G62 3HG Passenger Information Total No of Passengers : 1 Total Fare Paid : 1.00 Journey Details From : GLASGOW,Buchanan Bus Stn To : ABERDEEN,Guild St Bus Stn Service No : 990 Departure Date : 10/10/2003 Departure Time : 10:10 Arrival Date : 10/10/2003 Arrival Time : 13:45 Booking Ref : ABCD Terms & Conditions The following special conditions apply to the issues of e-tickets and, where appropriate, constitute amendments to the Scottish Citylink Coaches Ltd General Conditions of Carriage, which apply in all other respects: 1. No refunds will be made in relation to e-tickets whether before or after the date of travel. 2. As with any other ticket purchased in relation to travel on any one of Scottish Citylink Coaches Ltd services, e-tickets are not transferable and are only valid on the journey for which they were booked. 3. No amendments can be made in relation to e-tickets. 4. e-tickets are like any other ticket purchased in relation to travel on Scottish Citylink Coaches Ltd services - if you cannot produce a valid ticket you will not be able to travel. 5. If we have reason to suspect the fraudulent issue of an e-ticket, we reserve the right to confiscate it and prevent you from travelling on our services. In such an event we reserve the right to take further proceedings should we see fit. No refund will be made in relation to any e-ticket confiscated under this special condition 5. Please Note - we do not recommend that customers use the e-ticket option when their travel details are likely to change due to factors beyond their control. If you believe this to be the case you should where possible either arrange delivery of the tickets by post or collect the tickets. 100

3 Figure 3: Example of a Text ticket Text ticketing is our new way of delivering tickets to customers who buy their tickets on line or via our call centre. In addition to the existing methods of delivery, customers will also have the option of having their ticket reference sent to their mobile phone as a text message for just 10p per ticket. The customer simply shows the reference code to the driver on board the coach who checks it against the booking list for the journey. Drivers should follow the procedure below when presented with a text ticket: Please ensure that the text message has a heading of Citylink and nothing else, this is the only text message that is valid. Details of text tickets purchased will be included in the driver s pick up list. Please ensure you have a copy before you start the journey. Each text ticket will have an individual reference. When presented with a text ticket please check that this reference is on the pick up list and score off as appropriate. There is no requirement to record the journey in wayfarer. If you are presented with a text ticket not listed please phone Control. Figure 4: Hand written UV ticket Agents who don t have access to ATB ticketing will issue hand written UV tickets. Simply fill in the tickets as shown on the STAR ticket issue screen. The UV tickets will come to you shrink wrapped and security checked in bundles of 100 tickets. You should try and maintain stocks sufficient to cover a monthly period of sales. Remember, if you lose these tickets you will be charged the appropriate amount. Open the pack and verify the serial numbers. Once the ticket stock is signed over to you, then it becomes your responsibility. It is advisable to keep unused tickets out of reach of the public. The ticket consists of a. Front cover Useful information for the customer is printed on the inside. b. Audit copy (Endorsed Not valid for travel ) This is the copy of the ticket you complete. The red waxing on the rear of each voucher transmits the information through to each voucher. The audit copy is sent in at the end of each month with your Agency Sales statement. c. Agency Copy (Endorsed Not valid for travel ) This copy you keep with your copy of the Agency Sales statement as a record of the transaction. You should decide how long these are to be kept for accountancy or taxation purposes. d. Travel tickets (1 to 4 - The only tickets valid for travel ) Each page has a journey section and a highlighted reservation reference valid for each section of the journey. Travel tickets not necessary for the journey must be withdrawn and attached to the Agency Sales statement. e. Customer Receipt (Endorsed Not valid for travel ) The inside back cover of the ticket booklet is the customer receipt and shows the full detail of the sale. 101

4 Figure 5: ERG Tickets Tickets issued by drivers with ERG machines look like the example below. HOW TO UPGRADE TICKETS IN STAR If you are amending or booking an open dated return which incurs an excess fare you have to print or hand write a new ticket showing the upgrade fare. The following procedure should be followed when upgrading a ticket: Logon to STAR and search for the ticket using the basket admin function and then select the amend or validate return function. The system will ask you to enter the journey details. Select the journey and then select the continue button. The system will then calculate the appropriate fare. The upgrade fare will be shown in the system as an admin fee. Select the Check out button to process the amendment fee and complete the transaction. CONCESSION TICKETS FOR AGENTS All agents wishing to travel on Scottish Citylink services can apply for a free concession ticket. All agency staff are eligible for concession tickets. The following rules will apply for all concession tickets: 1. All requests must be made by to helpdesk@citylink.co.uk at least 7 days prior to travel. 2. Concession tickets are available to agency staff only. 3. Concession are only available on Scottish Citylink services within Scotland and are not valid on National Express or on services operated in conjunction with Ulsterbus. 4. Concession tickets are limited to ten per agency per year. 5. Staff requiring further tickets can apply for discounted tickets at approximately 20% reductions on normal adult fares. Any questions relating to concession travel should be made to the helpdesk by to helpdesk@citylink.co.uk or by phone on

5 ON BUS PROCEDURE FOR RECORDING TICKETS This section summarises what tickets should be recorded on bus by the driver. 1 Tickets to be recorded The following pre-purchased tickets must be recorded through ERG Machines: Wayfarer returns or multi-journey tickets presented by the passenger, purchased in advance of this journey, (excluding where a passenger is transferring from one service to another on the same ticket). Explorer Pass Season tickets (including Zone Card, BAA Staff Travel Card) 10-journey tickets (STAR- or ERG) Scotrail through-tickets on services 915, 916, 917 & 961 Scotrail products, Freedom of Scotland & Highland Rover When a pre-purchased ticket is recorded on bus, it must be done so on first presentation from the passenger s point of origin to their ultimate destination. 2 Tickets not to be recorded The following pre-purchased tickets should not be recorded in Wayfarer: all tickets issued through STAR with the exception of those specifically noted in section 1 above all tickets issued on Universal Voucher / Airline style stock e-tickets/p ticket text tickets (mobile telephone tickets) transfer tickets (see section below) 3 Transfer tickets When presented with a Wayfarer-issued ticket from a passenger transferring from another service to your own, the driver must ensure that the ticket is valid for the journey. Driver does not record transfer ticket through Wayfarer, but will invalidate the ticket by writing date of travel on the ticket. Example 1 Passenger boards the 09:10 Glasgow Inverness service in Glasgow with valid Wayfarer ticket, Glasgow Aberdeen. Having checked capacity, driver punch records ticket through Wayfarer as Glasgow Aberdeen. On arrival in Perth, passenger transfers to Edinburgh Aberdeen service. Driver checks validity of ticket. Driver does not punch record ticket, but does write today s date on the ticket, thus invalidating ticket against further use. Example 2 Passenger boards the 09:10 Glasgow Inverness service in Glasgow with valid STAR ticket, Glasgow Aberdeen. Driver does not record ticket through Wayfarer, but does retain appropriate portion of ticket. On arrival in Perth, passenger transfers to Edinburgh Aberdeen service. Once more, driver does not record ticket through Wayfarer, but does retain appropriate portion of ticket. Further information is available by contacting the Network Administrator on or to the Duty Controller. 103

6 discount & concession cards... Please find below examples and information on the discount and concession cards which are accepted on Scottish Citylink and Megabus services within Scotland. Annual Card Life Card Scottish Youth Hostel Association - 20% discount off Standard Tickets Issuing instructions - To issue SYHA ticket on bus please use the discount button on Wayfarer as you would to issue a Young Scot discount ticket and when booking via STAR please use the discount category. Please ensure that they have a valid card with them for travel Edinburgh Pass - 20% discount off Standard Tickets Citylink offer Edinburgh Pass holders 20% discount on all standard fares. All Edinburgh Passes are entitled to the 20% discount i.e 1 day pass, 2 day pass and 3 day pass. These are issued using the discount categories on both Wayfarer and STAR; please ensure that the pass is valid for the journeys being made both outward and return. Young person s Bus Concession - 30% discount on Single Fares Issuing instruction To issue a Young Persons Bus Scheme ticket, please use the button marked Free P-S to select the class and then issue the ticket in the normal way. Please note that this is only applicable for single tickets only. To issue a Young Person Entitlement Card in STAR simply type in the number of tickets you require in the Young Person Entitlement Card Holder category and book the ticket as normal. Please note that this is only applicable for single tickets only. 104

7 Continued... discount & concession cards... Please find below examples and information on the discount and concession cards which are accepted on Scottish Citylink and Megabus services within Scotland. National Entitlement Cards with Young Scot logo Young Scot Card Young Scot Cards - 20% discount off Standard Tickets Please note that Young Scot Cards are now part of the National Entitlement Cards issued to Young People and these card holders along with normal Young Scot/Euro 26 Card holders are entitled to a 20% discount on Citylink and megabus.com services within Scotland. This is not to be confused with the Young Persons Bus Concession Card which entitles holders to a third off single fares only. The Young Scot logo can also appear on National Entitlement Cards which are valid for free travel, and this is identified in the same way as the elderly and disabled scheme by having an orange C on the card which means that the holder is entitled to free travel. The Young Scot logo is displayed on this type of card to allow the holder to get discounts elsewhere. Basic Concession Card Concession + Companion National Entitlement Cards The large 'C' symbol in the bottom right hand corner indicates that the passengers are entitled to Scotland wide free bus travel. Only cards with the 'C' are valid for free bus travel. If the card has an '+ 1' symbol, this indicates to the driver that the concession holder is entitled to have a companion travel free with them on their journey. The companion can only travel when the concession holder is travelling and cannot travel for free without them. This symbol gives the option to have a companion with them but they are also allowed to travel independently if they wish. Issuing instruction - To issue on STAR please enter the number of passengers in the Elderly/Disabled Entitlement Card Holder category and process the booking as normal filling in the additional card information required. Please ensure that the card information you enter is correct and that the customer has a valid card and is told they must have their card with them at the time of travel or they will be charged the full fare. To issue on bus please use the free A-C button. Please ensure that all passengers are issued with a concession ticket to the correct destination and that all passengers including those with off bus issued tickets are issued with a ticket. 105

8 Continued... discount & concession cards... Please find below examples and information on the discount and concession cards which are accepted on Scottish Citylink and Megabus services within Scotland. Concession with local conditions Concession with local conditions + companion If the card has an 'L' symbol, this indicates that the holder is entitled to other concession in their local area. For the purpose of travel the cards above should be treated in the same way as a standard Concession Card. Blind Persons Card When a concession card has an eye symbol inside the C this shows the passenger is blind. The holder is entitled to Scotland - wide free bus travel. Blind Persons Card + Companion When a concession card has an eye symbol + 1 inside the C indicates to the driver that concession holder is entitled to have a companion travel free. The companion can only travel when the concession holder is travelling and cannot travel for free without them. This symbol gives the option for the holder to have a companion with them but they are also allowed to travel independently if they wish. For issuing instructions please see page 2 National Entitlement Cards 106

9 EXPLORER PASS 1 February January 2011 Explorer Pass is the perfect way to see the best of Scotland for a short break or holiday. Offering maximum flexibility at minimum price, customers can use any Citylink service within Scotland at any time within the validity of the Pass. Customers can also take advantage of the great discounts available from other transport, accommodation providers and top visitor attractions by simply showing their Pass. Options: 3 days travel out of days travel out of days travel out of LISTS OF DISCOUNTS Bus and Coach Arriva Scotland West TRAVEL FREE on the Glasgow Flyer between Glasgow Airport and Glasgow city centre with Arriva. Munro s of Jedburgh Save 50% between Edinburgh and Jedburgh on Service 51 and between Edinburgh and Kelso on Service 52. Stagecoach Save 10% on selected Stagecoach routes Stagecoach Bluebird: 10/305/315: Aberdeen - Elgin - Inverness 201: Aberdeen - Braemar. X50/250/260/263/267/268: Aberdeen - Peterhead / Fraserburgh / Ellon. Stagecoach Fife: X24/X54: Glasgow - St Andrews. X54: Edinburgh - Dundee. X58/X59/X60: Edinburgh - Glenrothes / St Andrews. 96/99: Dundee - St Andrews. Stagecoach Western: X34-X37: Glasgow - Ardrossan. X75: Dumfries - Stranraer. X76: Glasgow - Cumnock. X77: Glasgow - Ayr. 974: Glasgow - Dumfries. Sheil Buses Save 50% on travel from Fort William to Mallaig. Accommodation Scottish Youth Hostels Associations Free Membership Offer, normal price 9. The SYHA membership card entitles customers to 1 off the non-members' overnight rate in over 60 hostels across Scotland, as well as further discounts in local visitor attractions. Customers will also receive The Scottish Hosteller magazine packed full of offers and info twice a year. To claim free membership customers must complete a form on arrival at their chosen hostel. For more info, see City Tours Save 1.50 on the City Sightseeing Tour in Edinburgh, Glasgow and Aberdeen and save 1.00 on the Inverness Tours. Save 2.00 on the Stirling Tour. Customers can also take advantage of a whole range of discounts included in the Tour ticket. Edinburgh Tour Present your voucher at the Lothian Buses Travelshop on Waverley Bridge or onbaord the Tour bus. Glasgow Tour Tickets can only be purchased from the Tourist Information Centre in George Square. Oban Tour Tickets can only be purchased from the WCM travel shop in George St, or Union Street, Oban or onboard the bus. Tour runs from 29 May - 28 September. Boats Northlink Ferries Save 20% OFF foot passenger fares on Northlink Ferry sailings from Scrabster-Stromness, Aberdeen-Lerwick, and Aberdeen-Kirkwall-Lerwick. Stena Line Save 20% OFF foot passenger fares with Stena Line. 107

10 ATTRACTIONS 2 OFF ENTRY to the Highland Wildlife Park at Kincraig. Tel: or visit 2 FOR 1 ENTRY to the Loch Lomond Sea Life Centre. Tel: or visit 2 FOR 1 ENTRY to the Scottish Sea Life Sanctuary. Tel: or visit 15% DISCOUNT and FREE ENTRY FOR ONE CHILD per paying adult at The Tall Ship at Glasgow Harbour. Tel: or visit BUY 1 TICKET GET 1 FREE to the Glenmorangie Visitor Centre at Tain. Tel or visit 50% OFF ENTRY to the Edinburgh Dungeons. Tel: or visit ISSUING EXPLORER PASS All boxes must be completed, in BLOCK CAPITALS. The calendar section at the edge of the Pass is punched by the driver at time of travel only. The Sales copy is submitted with the Explorer Pass sales statement. The Agent s copy and is retained by the issuing agent. The Card is given to the customer. Please ensure the customer knows how to use the pass. If you make an error in the issue, do not attempt to alter the card. Cancel it and issue a new one. Return the cancelled pass with your sales statement. Please note that tickets are not issued with Explorer Pass. CUSTOMER USE Customers travel without payment of fares for the appropriate number of days within the validity of their Pass. They do not need any additional travel tickets. RESERVATIONS Reservations are made subject to availability and at no extra charge at Citylink offices or agents. There are 9 rows in the reservations grid on the Pass each coded with a letter. Book the journey in STAR as normal, using Explorer Pass as the method of payment and entering the Explorer Pass number. Ensure that the 4 letter Booking Reference is then entered onto the Explorer Pass. REFUNDS Explorer Passes will be refunded, less a 30% cancellation fee, provided they are tendered before the commencement date. If the Pass is received after the commencement date, no refund will be given. All Passes must be sent to the following address: Refunds Department, Scottish Citylink Coaches, Buchanan Bus Station, Killermont Street, Glasgow, G2 3NP, giving a forwarding address. TERMS AND CONDITIONS The Terms and Conditions of Explorer Pass are printed on the reverse of the Customer s ticket as follows: Explorer Pass is valid for unlimited travel on all Scottish Citylink services within Scotland on the dates shown on the Pass. It also offers additional benefits and discounts with a series of third parties as advertised. Refunds cannot be given for the days when the Pass is not used. Unused Passes will be refunded, less a 30% cancellation fee, provided it is tendered before the commencement date. Travel is not permitted on National Express services. The Pass is not transferable and the customer must produce evidence of identity if requested. Scottish Citylink reserve the right to cancel any transaction and/or withdraw the Pass if the full terms are not met. All customers travelling are subject to the Standard Conditions of Carriage of Scottish Citylink Coaches Ltd. Details of the offer may be subject to alteration without prior notice. 108

11 PARTNERSHIPS This section details our current partnerships with other companies and organisations. Notification of other promotions, which may be introduced from time to time with other partners, will appear in Linklines. 1. Scotrail: Freedom of Scotland Travelpass and Highland Rover Customers can travel free on selected Citylink services by simply showing their Travelpass or Rover ticket on boarding the coach. The services on which these products are valid are shown below. Freedom of Scotland Travelpass: Kyle of Lochalsh-Uig on Services 915, 916 and 917 Inverness-Ullapool on Service 961 Oban-Inveraray on Service 976 and connection on to Service 926 to/from Campbeltown Wick-Thurso on Service 958 Oban-Fort William on Service 918 Fort William-Inverness on Service 919 Highland Rover: Oban-Fort William on Service 918 Fort William-Inverness on Service 919 Rail tickets sold overseas by Britrail International are different in appearance but can be recognised by the title eg BritRail Scottish Freedom Pass. These tickets should be accepted in the same way. Drivers should record the journey on the ERG machine as follows; Press ALT button Press CARD MENU button Select Tra Pass Rover or Scotrail as appropriate Press ISSUE 2. Scotrail: Combined Rail and Coach Tickets The services included are: Service 961: Inverness-Ullapool Services 915, 916, 917: Kyle of Lochalsh-Portree/Uig Combined rail and bus tickets can only be bought from rail stations. Customers simply show their ticket to the driver on the coach. An example ticket is shown below. Drivers should record the journey on the ERG machine as follows; Press ALT button Press CARD MENU button Select Tra Pass Rover or Scotrail as appropriate Press ISSUE Example through ticket 109

12 3. Ulsterbus and STENA: Combined Coach and Ferry Tickets Through ticketing is available to Northern Ireland on Citylink Service 923: Edinburgh/Glasgow-Belfast in partnership with Ulsterbus and STENA. Timetable and fares are shown on page 75. Ticket Number:S Trans Id: Depart: Stranraer Stena Line Terminal To: Belfast Europabus Centre On: 10/04/2010 at:14:30:00 Service: 924 Brand: STEN Board Ref: FUAS No of Passenger: 1 Ticket Type: SINGLE Fare Paid: GBP Promo Id: PORTION: 2 of 2 Ticket Number:S Trans Id: Depart: Glasgow Buchanan Bus Station To: Stranraer Stena Line Terminal On: 10/04/2010 at:11:00:00 Service: 923 Brand: SCUB Board Ref: VIEK No of Passenger: 1 Ticket Type: SINGLE Fare Paid: GBP Promo Id: PORTION: 1 of 2S 4. Combined Coach and City Tour Tickets Combined ticketing is in place for travel on Citylink services and the City Sightseeing Tours in Glasgow and Edinburgh. Day Return prices inclusive of the respective tour are shown below. Children travel at half price and discount card holders save 20%. Tickets can be sold on bus, at agents and offices and by the Citylink call centre. Edinburgh (Includes the City Sightseeing Tour, MacTours, the Majestic Tour and the Edinburgh Tour) 9 Forth Road Bridge 10 Harthill 11 Dunfermline 12 Glasgow 13 Milnathort, Kinross 14 Perth 16 Inchture 18 Dundee Glasgow (The City Sightseeing Tour only) 10 Harthill 11 Stirling, Cumbernauld, Glasgow Airport 12 Edinburgh, Bridge of Allan 14 Dunblane 15 Perth, Gleneagles 18 Dundee 21 Oban 24 Fort William, Campbeltown 110

13 5. BAA Glasgow Staff Travel Card People who work at the airport can purchase a monthly Travelcard which entitles them to free travel on the following services: 900 Edinburgh-Glasgow 901 Glasgow-Gourock 906 Glasgow-Largs 915 Glasgow-Portree The Travelcards are only available from SPT at the airport. Drivers should record each customer as follows: Assuming that the boarding stage is correctly set: - Press 3RD PARTY button Key-in alighting stage Press the + or key repeatedly to select BAA Staff Pass option Press ISSUE, screen will display the alighting stage and the ticket class to show that the transaction was recorded. 6. SPT Zonecards Citylink are participants in SPT Zonecard product. The table below shows the Zonecards we accept and the relevant areas in which they can be used for travel. Glasgow-Glasgow Airport Glasgow-Cumbernauld Glasgow-Harthill Glasgow-Port Glasgow Glasgow-Greenock Glasgow-Gourock G2, G3, R3 G1, G6, S3, S6 G1, G6, S4, S5, S9, S0 G2, G3, R1, R4, Y1, Y3 G2, G3, R1, R4, Y1, Y3, Y4 G2, G3, R1, R4, Y1, Y3, Y4, Y5 Zonecard customers simply show their pass and board the coach. Drivers should record the journey in wayfarer as follows: Press 3RD PARTY button Insert destination Press ISSUE Scroll down to Zonecard (SPT) Press ISSUE 111

14 7. Warrants Citylink accept various types of travel warrants including those issued by the armed forces, social services and the prison service. Warrants can be exchanged on bus, at Citylink offices and at agents. When presented with a warrant, fill in the fare for the journey and all other relevant details then issue a ticket, retaining the warrant as proof of purchase. Drivers should place the warrant in their journey envelope and deduct the cash value from the amount owed to Citylink. 112

15 TRAVEL VOUCHERS Citylink Travel Vouchers are available in 5 and 10 values. They are valid for 3 months from the date of issue and can be used to buy travel tickets at Citylink offices and agents. MODEL COACHES Limited edition Citylink model coaches are available at 10 each. Agents can order a supply and sell direct, earning additional commission. Call us today on

16 STANDARD CONDITIONS OF CARRIAGE Passengers are carried on Scottish Citylink services subject to the following terms and conditions. "The Company" means Scottish Citylink Coaches Limited which undertakes the provision of the services. The Company enters into a contract with the passenger upon the following terms and conditions set out for and on behalf of itself, its employees, agents and subcontractors. It is entirely within the discretion of the Company as to who operates Scottish Citylink services. A B C D E F G H I J K L Information and Publicity Buying a ticket and seat reservations Tickets Validity of Tickets Use of Tickets Refunds Your Responsibilities Responsibilities of the company On board comfort Luggage and personal property Carriage of Animals General A Information and Publicity 1. Full details of the times and fares of services are available from appointed booking offices and agents and on the internet These are subject to variation. Special Holiday timetables may operate on public holidays and passengers are advised to check times with the Company before making travelling arrangements. Relevant publicity material on the Company s services are available through the Company s offices and agents and on the B Buying a ticket and seat reservations 2. Types of journey A reservation can be made for travel on all services. A ticket bearing a valid reservation reference provides travel between the points shown on the date(s) and at the departure time(s) shown on the ticket. Passengers with seat reservations must be at the boarding point a minimum of 10 minutes prior to the departure time of the coach to ensure travel on the specified service. Failure to do so may result in reserved seats being allocated to other passengers. No responsibility for any loss can be accepted in such circumstances. On all other services, whether a ticket is obtained from an appointed agent in advance of travel, or a fare is offered to the driver at the time of boarding, ticket holders are not bound or entitled to travel on any particular vehicle, except as set out above. The Company will not be liable for any loss or inconvenience suffered by the holders of such tickets owing to their not being able to find accommodation on the particular vehicle on which they desire or are booked to travel. 3. Open dated Returns If, when buying a return ticket for travel on a reservable journey, no date is specified for a return journey, i.e. an "open-dated" return ticket is purchased, this may subsequently be validated at any appointed agent, in advance of travel, to travel on a specific departure on payment of a validation fee (currently 1.50) in addition to any excess fare. 4. Alterations to tickets An alteration to a ticket may be made at any agent on payment of a further fee (currently 1.50 per ticket) in addition to any excess fare, provided that the request is made prior to the time indicated in publicity, and subject to seats being available. It may not be altered after the departure date unless the ticket has been cancelled at an appointed agent before that date, and the altered ticket represents a booking. Separate conditions apply to Free Concessionary Travel. See Section Bookings made with the driver on boarding Drivers and Company officials can issue tickets at the time of departure subject to seats being available and subject to any local rules and regulations governing such sales at the relevant point of departure. Such return tickets will only be issued as "open dated" return tickets. C Tickets 6. Your contract with the Company A ticket that has been issued to you is evidence of a contract between you and the Company. If the ticket entitles you to any goods or services from a third party, it is also evidence of a contract between you and that party. 7. You may not transfer your ticket A ticket may only be used by the person for whom it has been bought. It cannot be resold or passed on to anyone else. 8. Requirement to hold a ticket You have the right to use the company s services if you hold a ticket or other authority to travel which is valid for those services you want to make. 114

17 9. Conditions on which tickets are issued. Each ticket is issued subject to:- these Conditions; the conditions relating to certain types of reduced and discounted fare tickets set out in the notices and other publications issued by the Company. the conditions set out in the notices and other publications issued by another party if your ticket enables you to use any of their goods or services. 10. Children In the interest of safety, unaccompanied children under 8 years of age will not knowingly be carried in any circumstances. Given that The Company operate a number of registered journeys which, for example, offer journey opportunities to and from school, children between their 8th and 12th birthdays will be carried subject to the following: (a) On any journey which exceeds 50 miles the travel ticket must be purchased by a responsible adult and the journey must not involve a change of coach en route. (b) On journeys exceeding 50 miles a responsible adult must see the child onto the coach and arrange for a responsible adult to meet at the destination stop. No responsibility can be accepted by the company before boarding or after alighting. 11. Concessionary Travel Schemes From April 2006, free local bus travel passes for older and disabled people IN SCOTLAND will be replaced by a new Entitlement card that will allow holders to travel anywhere in Scotland on a citylink/megabus service for only the cost of the booking fee and SMS charges. Under the new scheme people aged sixty or over and disabled people will be able to travel on citylink/megabus scheduled coach services in Scotland throughout the day - including the morning rush hour. Bookings can be made on all citylink/megabus services and these can be made via our website, call centre, agents and travel centres. Please note that passengers who do not wish to reserve their journey still have the option of presenting themselves at the bus for free, non-reserved travel. Booking is recommended. Concession passengers MUST provide their Entitlement card number (see below) when making the booking and MUST present their Entitlement card to the driver along with their valid reservation/ticket when boarding. D Validity of Tickets 12. The period during which you can use a ticket Single: Valid for any one way journey. Variations include Super Single where special conditions apply. Day Return: Valid when outward and return journey departures are on the same calendar day. Variations include Off Peak Day Return where special conditions apply. Return: Valid for return travel within a calendar month from the date of outward travel. Variations include Apex where special conditions apply. 10 Journey: Valid for 10 Single journeys within a 28 day period. 4 Week Season Ticket: Valid for unlimited travel within a 28 day period. 12 Week Season Ticket: Valid for unlimited travel within an 84 day period. Annual Season Ticket: Valid for unlimited travel within a 365 day period. 13. The times you can travel and the services you can use Reduced and discounted fare tickets are usually subject to restrictions such as the dates, days, and times when you can use them, and the services on which they can be used. These restrictions are set out in the notices and other publications of the Company. If you travel on a service with a ticket which is not valid on that service because of such a published restriction, you will have to purchase a full price ticket for the journey made. E Use of Tickets 14. Breaking or ending a journey at intermediate places A break of journey is only allowed for interchange purposes. In such instances the passenger must travel on the first available connecting service. Failure to comply will result in the passenger having to purchase a full price ticket for the journey made. 15. If you travel further than your ticket allows If you travel to a place beyond the one specified on your ticket, you will be treated as having joined the coach without a valid ticket for that additional part of your journey and a full price ticket will have to be purchased as if it were a separate journey. 16. Withdrawal of tickets If you fail in a material respect to comply with any condition that governs the use of a ticket, the staff or agents of the Company may withdraw the ticket. 115

18 F REFUNDS 17. Refunds may only be obtained from the agent who originally issued the ticket or by writing to the Refunds Department. 18. Where a passenger books to travel on a particular departure which is subsequently cancelled or withdrawn, the Company will, on application being made within 28 days of such a departure refund the whole cost of a single ticket, or where the cancellation or withdrawal arises in relation to the outward or return half of a ticket, refund 50% of the fare paid for the whole ticket. 19. Applications for a refund must be made 24 hours prior to the departure time of the journey for which the refund is sought. 20. Refunds on unused tickets: The full amount paid, less 50% (subject to a minimum deduction of 10 per ticket issued) will be refunded on a single ticket or a complete return ticket submitted for refund prior to specified outward departure time. 21. Refunds on partially used return tickets: 50% of the full fare (subject to a minimum deduction of 10 per ticket issued) will be refunded on the outward or return half of a return ticket submitted for refund prior to the departure time of the journey specified or within the validity period of the ticket. 22. No refund will be given on tickets received after the specified outward departure time. 23. The Company will not refund or replace lost or stolen tickets. New tickets must be purchased for travel. If the original tickets are found they should be sent to the Customer Relations Office with the receipt portion of the new ticket and a covering letter, where a refund will be made of the cost of the replacement ticket less 50% (subject to a minimum deduction of 10 per ticket issued). 24. Refunds are not available on tickets issued in conjunction with promotions or special offers. 25. Season Tickets 4 Week Season Tickets: Refunds will only be given on complete unused weeks. Refunds are calculated by dividing the total cost by 4 and multiplying by the number of complete weeks left. A cancellation fee of 30% is then deducted. 12 Week Season Tickets: Refunds will only be given on complete unused weeks. Refunds are calculated by dividing the total cost by 12 and multiplying by the number of complete weeks left. A cancellation fee of 30% is then deducted. Annual Season Tickets: Refunds will only be given on complete unused weeks. Refunds are calculated by dividing the total cost by 52 and multiplying by the number of complete weeks left. A cancellation fee of 30% is then deducted. 26 Refunds can only be made in writing to the Company s Head Office. No refund will be made for days on which the ticket was not use. The Company will not refund or replace lost or stolen Season Tickets Journey Tickets Refunds are given on unused or partly used tickets if they are returned to the issuing office before the expiry date. The amount of journeys used is deducted and then multiplied by the relevant Single fare. An administration fee of 30% with a minimum value of 10 is then deducted. The Company will not refund or replace lost or stolen 10 Journey Tickets. 28. Explorer Pass Explorer Passes will be refunded less a 30% cancellation fee provided they are tendered before the commencement date. Request for a refund should be made in writing to the Company s head office. No refund will be given if the Pass is received after the commencement date. G Your Responsibilities 29. Please check tickets and change at the time they are issued When you buy a ticket, you should make sure that it is valid for the journey you want to make and that you have received the correct change. If possible, you should tell staff about any apparent errors at that time. If you do not, the Company or agent which sold you the ticket will only consider claims about any errors if you can show to its reasonable satisfaction that an error was made. 30. Arriving in time to board the coach Passengers with seat reservations must be at the boarding point a minimum of 10 minutes prior to the departure time of the coach to ensure travel on the specified service. If you are travelling on a connecting service you must ensure that you have at least 20 minutes between arrival and departure time to ensure your connection. Failure to do so may result in reserved seats being allocated to other passengers. No responsibility for any loss can be accepted in such circumstances. 31. Make sure you are on the correct coach and that you get off at the right stop You are responsible for making sure that you join the correct coach and that you get off at the right stop. Please ensure that you check the service number matches that on your ticket or in our publicity. 32. Inspection of tickets You must show and, when required, hand over for inspection, a valid ticket and any accompanying discount card and/or matriculation card at the request of the staff of the Company or its agent. 116

19 33. If your ticket is spoiled or altered If a ticket is defaced, damaged or tampered with it is not valid for travel. The Company reserves the right to refuse to issue a replacement ticket in such circumstances. 34. Lost or mislaid tickets A ticket is your evidence of your right to make a journey and its safekeeping is your responsibility. Lost or mislaid tickets will not be replaced nor will refunds be made in respect of them. 35. When you have to change coaches If it is necessary to change coaches you will be responsible for your transfer between stops and for the transfer of your luggage. 36. Making time for connections Passengers must allow plenty of time for their coach journey to arrive in time to connect with other forms of transport provided by other carriers or before an appointment when travelling to important appointments. In particular passengers should plan to arrive at airports at least two hours before their flight check-in time and at least one hour before departure time of other services. Please note that if you purchase seperate tickets from the Company for thepurpose of making a connection that this is not a guaranteed connection and is your responsibility to ensure enough time between journeys. The Company do not accept responsibility for any delays caused by circumstances beyond our control. 37. Comfort Breaks Short halts are made on some routes for refreshments. Passengers must return to the coach punctually within the time allowed for these halts. Coaches may have to proceed without a passenger who fails to rejoin the coach at the prescribed time as set out in the timetable or as prescribed by the driver. The Company will not be liable for any loss or damage caused by such an occurrence. 38. More than one person travelling on one ticket Where two or more people are included on the same ticket, the person purchasing the ticket shall be deemed to do so on the basis that he or she acts as agent for both or all the members of the party and accepts these conditions on behalf of each member of the party. H Responsibilities of the Company 39. It is the Company s responsibility to carry the passengers, with the minimum discomfort and inconvenience to the destination shown on the ticket. However sometimes, due to circumstances beyond the Company s control, coach services are disrupted or cancelled. 40. The Company shall not be in breach of its obligations to carry the passengers if a service is cancelled due to circumstances beyond its reasonable control, which shall be deemed to include, but not be limited to exceptional severe weather conditions, accidents causing delays on the coach service route, fire and/or damage at a coach station, compliance with requests of the police, deaths and accidents on the road, vandalism and terrorism and acts of God. 41. In the event of any failure by the Company to fulfil its obligations due to a circumstance beyond its reasonable control, the passenger shall be entitled to a refund of their ticket price but the Company shall have no additional liability beyond this. 42. If the Company fails to carry the passenger to their destination as shown on their ticket for any reason not otherwise excluded pursuant to section 43 below (for instance, and in particular due to a mechanical breakdown of the Citylink coach), the Company shall, at its own expense, arrange or provide alternative transport, such as another coach, train, private car, taxi etc to complete the journey as soon as reasonably practical having regard to the circumstances and provided that the Company does so within a reasonable time, it shall have no other liability as a result of any delay in performing its obligations. 43. Limitation of Liability for Breach of Contract Notwithstanding anything to the contrary contained in these terms, the Company s liability for any failure on its part to carry the passenger to the destination shown on the ticket shall be limited to reimbursing the passenger for the reasonable cost of alternative travel to such destination by coach, train, private car or taxi (or any combination of them) and the passenger shall be reimbursed on presentation to the Company s office at Buchanan Bus Station of the appropriate receipt or other voucher for the cost of such travel. In particular, but without prejudice to the above paragraph, the Company shall have no liability for any consequential losses of the passenger as a result of failure by the Company to fulfil its obligations. I On board comfort In the interest of all passengers the following "comfort" rules will apply: 44. Noise.The playing on coaches and in coach stations of radios, cassette or CD players, personal stereos, musical instruments is not permitted. However, provided that the driver of a coach is satisfied that the sound of a personal stereo does not cause offence or inconvenience either to himself or to the other passengers, he may allow an exception to this requirement. 45. Alcoholic drinks. Passengers are not permitted by law to take alcoholic drinks onto coaches for the purpose of consuming them on board, nor to drink such drinks on the coach or to remain on the coach when in the opinion of the driver they are under the influence of alcoholic drink. 46. No Smoking policy. Passengers are not permitted to smoke in any vehicle operated by the Company and designated no smoking areas in any coach station. The Company is entitled to require offending passengers to remove themselves from the coach or coach station if they do not comply with a request to desist from smoking. 47. Drug and Solvent abuse. Passengers are not permitted to board or remain on board any of the Company s services whilst under the influence of drugs and/or solvents. 48. Special Needs. Certain seats may occasionally be reserved for the elderly or disabled. Passengers should always comply with any requests from staff to make such seats available. 49. Food. Passengers are not allowed to take onto our coaches any hot food eg. chips, take-away meals etc. We are entitled to refuse access to any passenger with hot food. 50. Hot Drinks are allowed on board the coach if they are in a cup or container with a secure lid. They may not be consumed in the front passenger seats of the coach. 117

20 51. The Company reserves the right to refuse entry or to remove from the Company's vehicles any passenger who shall be or, in the opinion of the driver or other Company official, appears to be in breach of any of these comfort rules. Any passenger so refused or removed shall not be entitled to any refund or compensation whatsoever from the Company and the Company shall have no liability to the passenger whatsoever. J Luggage and Personal Property 52. Neither the company or its servants, agents or subcontractors are common carriers and luggage and personal property for carriage will only be accepted on these conditions. 53. We reserve the right to refuse to carry in the hold more than one suitcase or similar package of luggage and more than one small bag inside the coach. Additional luggage may be carried subject to accommodation being available within the vehicle. This right may be exercised even if larger amounts of luggage have been permitted on the outward journey. 54. Wherever possible, the Company will assist the wheelchair bound passenger. Folding wheelchairs will be carried where possible however batterypowered wheelchairs cannot be carried. The Company can offer no guarantee that a member of staff trained in the correct lifting and handling of the wheelchair bound passenger will be available to offer assistance. Fully accessible vehicles are being introduced across our network. At present the services offering accessible vehicles are: - Service M9 Aberdeen - Glasgow/Edinburgh via Dundee Service M90 Inverness - Edinburgh/Glasgow via Perth Service 900 Glasgow - Edinburgh It is very important you call our reservation team on at least 48 hours before the intended date of travel. 55. The Company reserves the right to refuse trunks or other bulky articles, or articles of an objectionable or dangerous nature, or which have sharp or protruding edges which may tear or damage other luggage with which it is packed within the coach. The Company is also entitled to request any passenger to open any article of luggage for inspection by the driver or other authorised employee of the Company in the presence of the passenger if, for reasons of security, the Company considers it necessary to do so. Subject to availability of accommodation, bicycles in a box/bag and skis/surfboards will be carried. Fragile items such as electronic goods, portable televisions, radios etc. will only be carried if they are of reasonable size and securely packed. The Company will not be responsible for damage to such items howsoever caused. 56. Passengers are responsible for getting themselves and their luggage onto the correct service. If the Company s staff assist with luggage, it is still the passengers responsibility to see it on and off the coach. The passenger must also look after his or her luggage at all times including whilst at coach stations, stops and on the coach. Medication and valuables should not be stowed in the luggage hold but taken on board. The Company's liability is limited to 100 per passenger and passengers are advised to ensure that they have proper insurance if their luggage is worth more than this. 57. Luggage given into the custody of the Company must be clearly and appropriately labelled and securely packed and locked/fastened. The passenger's destination should be shown on the outside of the luggage. Luggage labels will be provided at the point of departure. these must be used and will serve as a receipt for your luggage. 58. The Company will not be liable for loss or damage to passengers luggage or to any possessions of the passenger unless such a loss or damage is caused by negligence on the part of the Company, its servants or agents; and, in the event of the Company being liable for loss or damage under this clause, its liability in such case shall be limited to the sum of 100 per item of luggage. Where an item of luggage contains items belonging to more than one person, only one claim will be considered by the Company. The Company's liability will be limited to 25 for any one item within the luggage lost or damaged. The Company will not be liable for any monetary loss whatsoever. This includes currency, valuable securities such as cheques, money orders, premium bonds and certificates and all other items which may be valued in money or money's worth. The Company recommends passengers to insure their luggage and personal property. 59. Loss of luggage or personal property must be notified immediately to a Company employee. The passenger should also contact the company owning the vehicle on which they travelled. The Company reserves the right to levy a charge for storage and return of lost property. K Carriage of animals 60. Animals, other than guide dogs accompanying registered blind persons and hearing dogs accompanying deaf persons, will not normally be carried on the Company s services. Please note that no animals will be carried on our services to Belfast which is service Exception will be made to small animals, if accommodated in an approved animal transporter which can be secured on the floor area of the coach beneath the passenger s feet. Animal transporters are not allowed on the seats of the vehicles. 62. Animals accommodated in an approved transporter must not under any circumstances be placed in the luggage compartment of the coach. 63. A ticket must be obtained for any animal carried at a charge of 1 Single. These tickets can only be purchased from the driver on board the coach. 64. If an animal is taken on board without the drivers permission the passenger may be required to remove it. The passenger accompanying any animal in the vehicle will be solely responsible for the animal and will indemnify the Company against all liability arising out of the carriage of the animal on the Company's vehicle or out of the animal's presence on the vehicle and the Company will not be liable for any loss or injury to the animal whether caused by negligence of the company, it's servants or agents or otherwise. L General 65. The published running times of services are approximate only and the Company does not undertake that services will start or arrive at the time specified in its timetables or that such services will connect with other services shown as connecting services. 66. Except as provided in these terms, the Company will not be held liable for any loss howsoever arising or caused as a result of any delay to such services or by the same not operating in accordance with their published timings. 67. The Company reserves the right to alter its timetables or suspend, cancel or withdraw services or departures or other facilities without notice, whether before or after a passenger has booked accommodation on the same. 68. The right is reserved to provide carriage between the points stated on the ticket issued to the passenger by means other than the vehicles scheduled to run on the journeys to which the ticket relates. 69. Any arrangements for hotel accommodation, meals, refreshments, admissions to or for the use of premises, vehicles (including coaches), trains, ferries, aircraft or other means of conveyance operated by persons or bodies other than the Company are made by the Company as agent for and on behalf of the passenger, on the express condition that the Company shall not be liable for any loss, damage, injury, delay or inconvenience howsoever caused to the passenger as a result of any such arrangements for such matters or use thereof. Such arrangements are subject to any by-laws, regulations or conditions of the provider of the facility. 70. Any ticket sold or arrangement entered into on behalf of the passenger is on the condition that the laws of Scotland shall apply to the contract arising and to the determination of the rights and liabilities of the respective parties and that no action or other proceedings shall be brought by either party in relation to the contract or for damages independent of such contract except in a court of competent jurisdiction in Scotland. 118