CG45_prodinfo_Layout 1 12/01/ :31 Page 95 STANDARD CODES

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1 CG45_prodinfo_Layout 1 12/01/ :31 Page 95 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 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. 95

2 CG45_prodinfo_Layout 1 12/01/ :31 Page 96 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 ERG 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 : Mr First Name : A Surname : Customer Address line 1 : 22 Any Street Address line 2 : Suburb Town / City : Glasgow County / State / Province : Post Code : G62 3HG Country : 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. 96

3 CG45_prodinfo_Layout 1 12/01/ :31 Page 97 Figure 3: Example of a Text ticket Text ticketing is our 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. If you are presented with a text ticket not listed please phone Control. Figure 4: Hand written UV ticket Hand written UV tickets should only be issues whan a sales agent is unable to issue a P-ticket. 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. 97

4 CG45_prodinfo_Layout 1 12/01/ :31 Page 98 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 CG45_prodinfo_Layout 1 12/01/ :31 Page 99 ON BUS PROCEDURE FOR RECORDING TICKETS This section summarises what tickets should be recorded on bus by the driver. 1. All tickets should be recorded through the ERG machine All tickets include the following with further details included below. The follow pre-purchased tickets must be recorded through the ERG ticket machine: ERG 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.) A concession booking. Explorer Pass Season Tickets (including Zone Cards, BAA Staff Travel Card) 10 journey tickets (STAR or ERG) Scotrail through-travel tickets on services 915, 916, 917 & 961 Scotrail products: Freedom of Scotland & Highland Rover. All other tickets issued through STAR or on manual tickets E-Tickets / P-Tickets Text Tickets (M-Tickets) Transfer tickets (see below). Megabus Booking When a pre-purchased ticket is recorded on the bus, it must be done so on first presentation from the passenger s point of origin to their ultimate destination. Citylink pre-printed tickets, E-Tickets or P-Tickets should be marked as used by either a clear strike through pen mark or tear. 2. Megabus Bookings All Megabus tickets are sold as single tickets. Drivers will be presented with a booking reference which can be presented on any media but will always appear in a standard format, as follows: M GLA-LON M GLA LON Booking No Booking ref Date of Travel Service number of journey Departure time from passengers origin Passengers origin Passengers destination This information should be checked, preferably against a loading chart, to ensure passenger is booked on the journey which they are boarding. The passenger should be recorded through the ERG machine using the USE>Megabus function unless they are a concession. See below for concession tickets. 99

6 CG45_prodinfo_Layout 1 12/01/ :31 Page Citylink Bookings Standard Singles Citylink pre-printed tickets will mostly appear on credit card sized tickets. The correct date and time of travel should be checked and cross-referenced with the loading sheet. On regular services passengers with full price standard tickets for an earlier or later journey on the same route on the same day may be carried providing there is space available. The passenger should be recorded through the ERG machine unless they are a concession. See below for concession tickets. This should be recorded using the USE>Citylink option. The ticket should be marked to show it has been used. A single fare issued on the bus will automatically record the passenger journey. 4. Super Singles Super Singles are Citylink s cheapest special offer fares. A Super Single is denoted on the ticket next to Promotion id. These tickets can be journey or time specific and, as such, anybody with a Super Single can ONLY travel on the journey they have booked on, unless their journey has been cancelled. If a passenger is travelling with a Super Single on a journey other than that booked then the full fare should be charged, minus the value of the Super Single, which should then be retained by the driver as credit. The passenger should be recorded through the ERG machine using the USE>Citylink option. The ticket should be marked to show it has been used. 5. Standard Return (booked through STAR) As above, details should be checked. The outward and inward journeys will appear on separate tickets. The ticket for the relevant direction should be marked to show it has been used and recorded through the ERG machine using the USE>Citylink option. On regular services passengers with full price standard tickets for an earlier or later journey on the same route on the same day may be carried providing there is space available. 6. APEX Returns (only available in advance through STAR) As above, details should be checked. The outward and inward journeys will appear on separate tickets. The ticket for the relevant direction should be marked to show it has been used and recorded through the ERG machine using the USE>Citylink option. As these are not full fare tickets, they can only be used on the journeys for which they are booked. 7. Open Returns (booked through STAR) An Open Return has no specific return journey booked and can be used on any return journey within 28 days from the outward journey. As with Return tickets, the passenger should be recorded through the ERG ticket machine using the USE>Citylink option in both directions and both ticket sections should be marked to show when they are used. 8. Open Returns (on an ERG bus ticket) As above, details should be checked. On the return leg the ticket should be marked as used by using the PUNCH, which will also record the passenger through the ERG machine. The outbound journey will automatically be recorded when the ticket is issued the passenger by the driver Journey Tickets (booked through STAR or sold on-bus) A 10 journey ticket is valid for 10 journeys between the two points stated on the ticket, in either direction, on or before the expiry date. A 10 journey ticket is only valid if printed on a Citylink credit card sized ticket or on an ERG ticket. For each journey made the next number on the ticket should be punched out using the PUNCH, which will also record the passenger journey, until all 10 numbers have been marked. At this point the ticket has been used up. 100

7 CG45_prodinfo_Layout 1 12/01/ :31 Page Season Passes - 4 weekly, 12 weekly and Annual Tickets Season passes are valid between the two points stated on the ticket, in either direction, on or before the expiry date. Season passes should be printed on Citylink credit card sized tickets. Passengers boarding with a Season Pass should also have an accompanying photo id card with a serial number matching the one on the ticket. Passengers boarding with Season Passes should be recorded through the ERG ticket machine using the USE>Season option. 11. Explorer Pass - 3 Day, 5 day and 8 Day The Explorer pass acts as a network pass for the Citylink and megabus.com network within Scotland. An Explorer Pass will always be pre-purchased from a Citylink office or agent; it is not available to buy on the bus. Holders of an Explorer Pass are entitled to free travel on Citylink and megabus.com services within Scotland. In order to reserve a seat, customers can use their Explorer Pass to book tickets in advance of travel but they can also be used without pre-booking as walk up passengers. There are 3 types of pass: 3 Day Explorer the pass is valid for 5 days and the holder can travel on 3 days. 5 Day Explorer the pass is valid for 10 days and the holder can travel on 5 days. 8 Day Explorer the pass is valid for 16 days and the holder can travel on 8 days. The Start Date and Expiry Date should be written on the pass. The pass has the numbers 1-31 printed around the edge of the pass and these numbers should be marked off to indicate the days the pass is used. If the holder is reserving a seat with a pre-booking, the agent or teller selling the tickets with the Explorer Pass should mark the date on the Explorer Pass to show it has been used that day. Explorer Pass holder with Pre-booked ticket If presented with a ticket showing a booking, even if accompanied by an Explorer Pass, then it should be handled as a booked ticket as described above i.e. marked as used and entered through the ticket machine with USE>Citylink option. The agent or teller selling the tickets with the Explorer Pass should mark the date on the Explorer Pass to show it has been used that day. If the customer shows an Explorer Pass and has a pre-booked ticket but the correct date is not marked then the driver should use the PUNCH to punch a hole through the date to mark it as used. Explorer Pass holder without a pre-booked ticket If presented with an Explorer Pass where the user has not reserved seats with a pre-booked ticket you should firstly ensure that the Explorer Pass is valid. If the correct date has not been marked on the pass (i.e. the holder is making their first journey that day) then the driver should use the PUNCH to punch a hole through the date to mark it as used. If the correct date is already marked on the Pass, then the driver should record the passenger using the USE>Explorer option. 101

8 CG45_prodinfo_Layout 1 12/01/ :31 Page Walk-Up Fares (boarding without a pre-booked ticket) Passengers boarding without a pre-booked ticket will be required to pay on the bus. 13. Transfer Tickets Passengers with a pre-booked ticket will already have a ticket from their origin to ultimate destination including all transfers. Walk up passengers requiring a transfer should be issued a through ticket if it is available on the fare set you are using as long as the passenger understands that a seat on the connecting service is not guaranteed unless pre-booked. The driver of the connecting service should ensure seats are available and the ticket is valid. This passenger does not need to be recorded through the ticket machine on the 2nd/transfer coach but the ticket should be marked as used. For example 1: A passenger boards the 1100 service from Glasgow to Dundee to travel to Inverness with a pre-booked ticket. The driver from Glasgow only needs to ensure the ticket is valid. On arrival at Perth the passenger transfers to the Inverness service. The driver on this service must ensure the ticket is valid and mark it as used. For example 2: A passenger boards the 1100 service from Glasgow to Dundee to travel to Inverness without pre-booked ticket. The driver from Glasgow first needs to ensure there are seats available. If so, a ticket should be issued on the ERG ticket machine through to Inverness. On arrival at Perth the passenger transfers to the Inverness service if seats are available. The driver on this service must ensure the ticket is valid and mark it as used. Transfer tickets for walk up passengers are only available if the through fare exists on the fare table within the ERG Ticket Machine. For example a through ticket will be available on bus for Pitlochry to Glasgow with a change at Perth but it would not be available from Edinburgh to Campbeltown. If a through fare is not available then separate fares on each service will be charged. 14. Concession Tickets Concessionary tickets can be pre-booked with Citylink and Megabus for 50p. When a concession boards with a pre-booked ticket they should present their Scottish Executive Concessionary Travel Card. The driver should issue a ticket through to the passengers destination. Other than the obvious difference that a concession passenger does not pay and uses their card, walk up concessions should be processed the same as full fare passengers described above. Over-staging concessionary travel tickets is not permitted and if reported may lead to disciplinary action being taken against you. 15. Concessionary Transfer Tickets Much the same applies as with fare paying passengers. Walk up concessionary passengers requiring a transfer should be issued a through ticket so long as the passenger understands that a seat on the connecting service is not guaranteed unless pre-booked. The driver of the connecting service should ensure seats are available and the ticket is valid. This passenger does not need to be recorded through the ticket machine but the ticket should be marked as used. For example 1: A concession passenger boards the 1100 service from Glasgow to Dundee to travel to Inverness with a prebooked ticket. The driver from Glasgow needs to ensure the ticket is valid and issue a concession ticket through to the ultimate destination (Inverness in this example) through the ERG ticket machine. On arrival at Perth the passenger transfers to the Inverness service. The driver on this service must ensure the ticket is valid and mark it as used. For example 2: A concession passenger boards the 1100 service from Glasgow to Dundee to travel to Inverness without prebooked ticket. The driver from Glasgow first needs to ensure there are seats available. If so, a ticket should be issued on the ERG ticket machine through to Inverness. On arrival at Perth the passenger transfers to the Inverness service if seats are available. The driver on this service must ensure the ticket is valid and mark it as used. Transfer tickets for walk up concession passengers are only available if the through fare exists on the fare table within the ERG Ticket Machine. For example a through ticket will be available on bus for Pitlochry to Glasgow with a change at Perth but it would not be available from Edinburgh to Campbeltown. If a through fare is not available then separate fares on each service will be issued. 102

9 CG45_prodinfo_Layout 1 12/01/ :31 Page 103 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 tickets on bus please use the DISC SGLE or DISC RTN fare options on the ERG machine. 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 continues to offer Edinburgh pass holders a 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. The pass is valid for travel if the ticket is booked whilst the pass is valid bookings should be made through the Edinburgh Travel Centre or VisitScotland Edinburgh. Young person s Bus Concession - 30% discount on Single Fares Issuing instruction To issue a Young Persons Bus Scheme ticket, please use the YNG ENTL fare option on the ERG machine. 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. In both cases, you should always ensure that the pass has not expired and the photo is of the person presenting the card. If pre-booking also advise the customer that they must have their card with them at the time of travel or they will be charged the full fare. 103

10 CG45_prodinfo_Layout 1 12/01/ :31 Page 104 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. To issue a Young Scot or Euro 26 Card discount ticket through the ERG Ticket machine use the DISC SGLE and DISC RTN fare options. To issue a Young Scot or Euro 26 Card discount ticket through STAR simply type the number of tickets required in the Discount category and book ticket as normal. To issue a Young Scot Free ticket (denoted by an orange C on the pass) through the ERG Ticket Machine press the YS Free button. To issue a Young Scot Free ticket through STAR simply type the number of tickets required in the Elderly/Disabled Entitlement card category and book ticket as normal. In all cases, you should always ensure that the pass has not expired and the photo is of the person presenting the card. If prebooking also advise the customer that they must have their card with them at the time of travel or they will be charged the full fare. 104

11 CG45_prodinfo_Layout 1 12/01/ :31 Page 105 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. 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 place the concession card on top of the ticket machine where marked. A destination list will appear on the drivers screen on the ticket machine. The driver should select the correct destination and issue the ticket as normal. Concessions with a pre-booking should always be issued a ticket through the ticket machine in accordance with the guidelines above. Over-staging concessionary travel tickets is not permitted and if reported may lead to disciplinary action being taken against you. 105

12 CG45_prodinfo_Layout 1 12/01/ :31 Page 106 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

13 CG45_prodinfo_Layout 1 12/01/ :31 Page 107 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. Scholars Travel Pass Citylink are pleased to participate in the Scholar Travel Pass scheme which allows card holders to free bus travel to/from Perth College. Scholar travel pass holders can travel free on Citylink services until the end of the College academic session. The Scholar pass will list which services it is valid on. Customers simply show their card to the driver who should issue a ticket as follows; Press Card Menu button select SCHO PASS Then press Issue This will then produce a ticket for the customer. Please ensure that the correct ticketing procedure is used as this information is required to record passenger figures. 107

14 CG45_prodinfo_Layout 1 12/01/ :31 Page 108 EXPLORER PASS 1 February January 2012 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 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. 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. 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. Accommodation Scottish Youth Hostels Associations Free Membership Offer, normal price 9. The SYHA membership 108

15 CG45_prodinfo_Layout 1 12/01/ :31 Page 109 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 pass has the numbers 1-31 printed around the edge of the pass and these numbers should be marked off to indicate the days the pass is used. If the holder is reserving a seat with a pre-booking, the agent or teller selling the tickets with the Explorer Pass should mark the date on the Explorer Pass to show it has been used that day. 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 3NW, 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. 109

16 CG45_prodinfo_Layout 1 12/01/ :31 Page 110 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; USE > Rail Rover 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; USE > Rail Rover Press ISSUE Example through ticket 110

17 CG45_prodinfo_Layout 1 12/01/ :31 Page 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 69. 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) 17 Glasgow Glasgow (The City Sightseeing Tour only) 17 Edinburgh, Bridge of Allan 111

18 CG45_prodinfo_Layout 1 12/01/ :31 Page 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 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: - Drivers should record the journey on the ERG machine as follows; USE > BAA Press ISSUE 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-Cumbernauld Glasgow-Harthill G1, G6, S3, S6 G1, G6, S4, S5, S9, S0 Zonecard customers simply show their pass and board the coach. Drivers should record the journey in wayfarer as follows: Drivers should record the journey on the ERG machine as follows; USE > SPT Zone Press ISSUE 112

19 CG45_prodinfo_Layout 1 12/01/ :31 Page 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. 113

20 CG45_prodinfo_Layout 1 12/01/ :31 Page 114 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. Agents can order a supply and sell direct, earning additional commission. Call us today on

21 CG45_prodinfo_Layout 1 12/01/ :31 Page 115 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. 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. 115

22 CG45_prodinfo_Layout 1 12/01/ :31 Page 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. 116

23 CG45_prodinfo_Layout 1 12/01/ :31 Page 117 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. 117