Bus conditions of carriage

1. General Notes

1.1 These conditions of carriage and passenger regulations ('Conditions') constitute a part of the contract which will exist between TfGM and individual passengers wishing to travel on vehicles providing passenger bus services on the TfGM franchised bus network (‘TfGM Network’). These conditions set out the rules, rights and obligations which apply to all passengers travelling on buses on the TfGM network.

1.2 This document contains the conditions under which TfGM carries all passengers and applies to everyone who travels with TfGM, to ensure the safety and comfort of all TfGM customers. TfGM’s aim is to provide customers with a bus service on which everyone will be happy to travel regardless of their background or mobility level.

1.3 Our conditions are consistent with the relevant statutory regulations, including those relating to the rights of passengers under the Unfair Contract Terms Act 1977, the Consumer Rights Act 2015 or any statutory modification or re-enactment thereof, the conduct of customers and lost property and do not affect any passenger's statutory rights.

1.4 These Conditions are without prejudice to:

1.4.1 the terms and conditions relating to the use of any smart cards authorising travel on the TfGM Network issued by TfGM, which terms are available for inspection on tfgm.com/tickets-and-passes/bee-card/terms

1.4.2 The terms and conditions relating to the use of mobile tickets authorising travel on the Bee Network, which terms are available for inspection at tfgm.com/tickets-and-passes/ways-to-pay/bee-network-mobile-app/terms-and-conditions

1.4.3 The terms and conditions relating to the use of System One tickets authorizing travel on the Bee Network, which terms are available for inspection at systemonetravel.co.uk/product-terms

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2. Interpretation and Definitions

Terms used in these Conditions shall have the meanings ascribed to them in Annex 1 (Definitions), unless otherwise stated.

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3. General conditions

3.1 TfGM aims to provide a safe and secure, reliable, inclusive, well maintained and resilient service.

3.2 TfGM will make every endeavour to ensure services operate as advertised in the timetable published by TfGM and where this is not possible TfGM will take steps to advise of any disruption to TfGM services where possible. However, on occasions buses do not run at the times and frequencies advertised for reasons outside TfGM’s control. These include extreme weather conditions, road works, diversions, traffic congestion, major events and other unforeseen circumstances.

3.3 TfGM reserves the right, for operational or other reasons, to alter, suspend, withdraw, substitute or deviate the services, Conditions or fares at any time and without notice. TfGM cannot undertake therefore, nor by publication of these Conditions, or any timetable, handbill or notice, be deemed to undertake that the bus services shall operate, start or arrive at the times set out in the timetables, or at all. TfGM will not, therefore, be liable or accountable for any loss, damage, hurt, inconvenience or injury arising from the failure of bus services to operate, start or arrive at the specified times, or at all, and neither will TfGM be liable or accountable in such cases arising from the delay in any journey of buses, or any deviation or breakdown arising from any cause.

3.4 TfGM shall have no liability in respect of any indirect or consequential loss of any customer incurred as a result of any cancellation, delay, diversion or termination of any bus services on the TfGM Network.

3.5 Please note that nothing in these conditions shall in any way exclude or limit TfGM's liability for death or personal injury resulting from the negligence of TfGM or its staff and shall not affect any statutory rights that a customer may have as a consumer of passenger bus services.

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4. Fares and Tickets

4.1 Passengers must carry a valid ticket or pass/smartcard in order to travel on TfGM services.

4.2 Whenever a passenger boards a bus they must either:

• 4.2.1 show the driver a valid prepaid or mobile ticket, pass or other form of authority to travel;
• 4.2.2 present their smart card, mobile ticket or pass to the reading equipment in order to validate and record the journey; or
• 4.2.3 pay the fare for the journey that they intend to take to the driver,
• 4.2.4 and show the driver any associated documentation required for the ticket or pass used or purchased, e.g. Student ID, proof of age
• whether specifically requested to or not.

4.3 Only tickets purchased from the driver or from an authorised retail outlet (which includes approved mobile ticket applications on smartphones or other devices) will be accepted on buses on the TfGM network. Each passenger must carry their own valid ticket, permit or other right to travel and tickets must not be resold for use by other passengers

4.4 We reserve the right to refuse travel to anyone who presents a ticket which has been obtained fraudulently or which is damaged.

4.5 If a passenger refuses to pay the fare or does not hold a valid ticket, pass or permit when boarding, that passenger will be required to leave the vehicle.

4.6 When a passenger pays the fare, they should ensure that they are given a ticket from the ticket machine or receipt for a smart card product which corresponds with the amount that they have paid, and that the ticket or smart card is valid for the entire journey.

4.7 Passengers should point out any discrepancies immediately to the driver.

4.8 TfGM does not accept payment in foreign currencies. Cash payment will only be accepted using UK legal tender.

4.9 TfGM drivers are not able to accept £50 notes or cheques and may not have change for high value notes. Whilst we will aim to have change available, we reserve the right to not accept or give change for notes of denominations of £10 or more

4.10 Where available, passengers may use contactless cards (Visa, Mastercard or Maestro) or devices using ApplePay or GooglePay to pay for tickets.

4.11 Passengers must keep their ticket, pass or relevant document for inspection throughout their journey. If a passenger is not able to show this along with any associated proof of eligibility when asked to do so by a TfGM representative or bus operator employee, or if it has expired or been tampered with, the passenger may be liable to either pay the fare again, or a Standard Fare (Penalty Fare) depending on the circumstances.

4.12 If a passenger does not have a valid ticket, pass or other approved authorisation to travel that is valid for their journey, that passenger will be liable to pay a Standard Fare (Penalty Fare) or other such amount as may be determined by TfGM from time to time.

4.13 Passengers may not break their journey when travelling on a single fare.

4.14 Applicable fares can be found at tfgm.com/tickets-and-passes/find-a-ticket

4.15 At times services may operate on a diversionary route. Tickets and passes will remain valid for the diversionary aspect of the route.

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5. Children's Fares

5.1 Tickets for children are available, see tfgm.com/tickets-and-passes/find-a-ticket

5.2 Children below the age of five years, who travel accompanied by an adult, are conveyed free of charge.

5.3 We operate a concessionary travel scheme for children called igo which enables 11-16 year olds to travel using child tickets.

• 5.3.1 If you are eligible for igo, it is your responsibility to prove your entitlement by showing to the driver or other member of staff a valid igo card. If you fail to do so, you will be charged the adult fare for the journey made. 5.3.2 Information can be found at tfgm.com/tickets-and-passes/igo-pass

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6. Fare evasion and Standard Fares (Penalty Fares)

6.1 Passengers will be issued with a Standard Fare (Penalty Fare) if they are travelling on one of TfGM's vehicles without a valid ticket, pass or other approved authorisation for travel for the relevant journey.

6.2 A Standard Fare (Penalty Fare) of £120.00 applies on TfGM services and must be paid within 21 days of issue. This is reduced to £60.00 if paid within 14 days of issue of a Standard Fare (Penalty Fare) notice.

6.3 If passengers are issued with a Standard Fare (Penalty Fare), they have a right to appeal, the process for which can be found on tfgm.com/tickets-and-passes/refunds-and-penalty-fares/bus-penalty-fares

6.4 Any invalid passes or tickets will be confiscated and may be used as evidence against such persons using the invalid passes or tickets.

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7. Refunds

7.1 Decisions on applications for ticket, travel or smartcard refunds will only be made at TfGM’s entire discretion, without precedent, and any refund agreed may be subject to a reasonable administration charge.

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8. Concessionary travel schemes

8.1 Concessionary travel schemes for many categories of passenger are operated by all local authorities in England, the Scottish and Welsh Governments.

8.2 The terms, conditions and rules applying to these schemes are the responsibility of the pass issuing authority.

8.3 When travelling on TfGM vehicles, concessionary passengers must additionally comply with all aspects of these Conditions of Carriage.

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9. Safety

9.1 The safety and security of passengers is TfGM's primary concern and TfGM expects all passengers to behave in a safe manner and respect the wellbeing of other passengers and staff.

9.2 To allow TfGM to look after the safety and wellbeing of all passengers, TfGM requires all passengers to follow the instructions given to them by any staff member and/or as set out in any notice on the vehicle in which they are travelling.

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10. Conduct of passengers

10.1 Each passenger must:

• 10.1.1 Travel with a valid ticket, pass or other right to travel at all times;
• 10.1.2 Pay the correct fare for the journey or have a pre-paid ticket or pass, which they shall present to the driver or relevant pass reader;
• 10.1.3 Not behave in any manner that is threatening or abusive to any other passengers or representatives of TfGM or the bus operator;
• 10.1.4 Refrain from smoking or vaping conventional or electronic cigarettes on the vehicle;
• 10.1.5 Refrain from consuming, or carrying open containers of any harmful/illegal/mood altering substances on any vehicle or premises;
• 10.1.6 Not consume on any vehicle or premises, or have open for consumption any alcoholic beverage or food which will soil, disfigure, or destroy the property of TfGM or any other person;
• 10.1.7 Refrain from playing loud music or operating any device that might reasonably be expected to disturb any other passengers;
• 10.1.8 Refrain from reciting or performing, with or without any musical or other instrument, unless with the express written permission of TfGM;
• 10.1.9 Refrain from behaving, or encouraging others to behave in a manner that affects the comfort and safety of other passengers;
• 10.1.10 Refrain from leaving rubbish or discarded items on the bus;
• 10.1.11 Refrain from wearing soiled working clothes or carrying any soiled items which might stain the seats;
• 10.1.12 Refrain from putting feet on seats;
• 10.1.13 Refrain from alighting from the vehicle when it is moving;
• 10.1.14 Refrain from sitting in gangways or on the staircase;
• 10.1.15 Refrain from standing on the upper deck or stairs of the vehicle save when boarding or alighting the vehicle;
• 10.1.16 Wear a seat belt where and to the extent seat belts are provided on board the vehicle;
• 10.1.17 Follow the directions of staff concerning the maximum number of standing customers that a bus is permitted to carry. All vehicles have clear signage setting out their standing capacities;
• 10.1.18 Notify a member of staff as soon as is reasonably possible in the event of an injury to themselves or another passenger;
• 10.1.19 Save in an emergency situation, refrain from talking to or otherwise distracting the driver at any time, and in particular whilst the vehicle is moving;
• 10.1.20 Avoid doing anything which would obscure the driver’s vision;
• 10.1.21 Refrain from damaging or interfering with any on-board or external equipment;
• 10.1.22 Have due regard at all times to the needs of elderly, young and disabled customers and, in particular, vacate seats and spaces designed for elderly and disabled customers when requested; and
• 10.1.23 Refrain from distributing leaflets, papers or posting other articles on board a vehicle offering anything for sale or collect for charity without TfGM’s prior written consent.

10.2 The driver shall be entitled to refuse access if a passenger is carrying an item that is likely to injure someone or cause damage on the vehicle.

10.3 Intending passengers who, in the opinion of the driver or other officer, appear intoxicated or appear likely to behave in a threatening, disorderly, offensive or otherwise antisocial manner may be refused travel.

10.4 If any passenger is found to be in breach of these conditions such passenger will be obliged to give their name and address to a TfGM officer and may be removed from the bus or premises by a police officer or a community support officer and refused further travel without refund.

10.5 TfGM also reserves the right to take any other measures it considers
necessary to protect the safety and comfort of its customers and staff, including removal of travel passes, removal of a passenger’s right of public access to TfGM premises, temporarily or permanently banning passengers from travelling with TfGM following an incident of misconduct . TfGM also reserve the right to take any other appropriate action in respect of any criminal behaviour of the passenger.

10.6 TfGM cannot and will not be held responsible for the conduct of its customers.

10.7 Buses will pick up and set down passengers at marked bus stops unless the service is operating under ‘hail and ride’ conditions in which case the driver will only stop where it is safe to do so. In busy areas, certain stops will be allocated to particular services.

10.8 For each passenger’s safety, passengers must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which is not a designated bus stop, save where the service is operating under 'hail and ride' conditions and the driver has stopped where it is safe to do so.

10.9 Each passenger must take care at all times when boarding or alighting from the vehicle.

10.10 In addition, each passenger must not attempt to board a bus once it has left its designated stand in any bus station.

10.11 Passengers must not use the emergency exits on any vehicle except in a genuine emergency.

10.12 To allow passengers to alight, any alighting passenger should ring the bell once to alert the driver, allowing sufficient time for the bus to safely come to a stop.

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11. Accessibility

11.1 TfGM want to make travelling on TfGM bus services as easy as possible for all customers.

11.2 All TfGM vehicles are accessible for customers using the following:

• 11.2.1 Wheelchairs up to a width of 70cm and a length of 120cm unfolded which are within the weight limit shown on the ramp or beside the doorway;
• 11.2.2 Mobility scooters up to a width of 60cm and up to a length of 100cm and with a maximum turning radius of 120cm which are within the weight limit shown on the ramp or beside the doorway; and
• 11.2.3 Wheeled mobility walkers up to a width of 60cm and up to a length of 100cm and with a maximum turning radius of 120cm.

11.3 TfGM reserve the right to refuse travel at any time if:

• 11.3.1 The bus driver considers that a passenger's mobility aid exceeds the dimensions set out above and the weight limit set out on the ramp or beside the doorway;
• 11.3.2 There is no space for a passenger's wheelchair as the designated wheelchair space is already occupied by another wheelchair user; or
• 11.3.3 The driver considers that it is unsafe for a passenger to travel on the bus with their mobility aid.

11.4 All TfGM vehicles are accessible for customers with prams/pushchairs up to a width of 70cm and a length of 120cm unfolded.

11.5 TfGM adheres to the Confederation of Passenger Transport UK (CPT) Code for the use and acceptance of Mobility Scooters on low floor buses adapted to carry wheelchairs. Passengers should contact Bus Operators to arrange an assessment in line with the Code.

11.6 Wheelchair and mobility scooters have priority over everyone else for the use of the wheelchair space. Passengers may therefore be asked by the driver or other member of staff to fold up their pram/pushchair to allow a wheelchair to access the designated space. Any unreasonable refusal to do so may result in a requirement to vacate the designated space and/or a temporary suspension of the relevant service to enable resolution of the dispute.

11.7 TfGM reserves the right to refuse travel if:

• 11.7.1 The driver considers that a passenger's pram/pushchair exceeds the dimensions above; or
• 11.7.2 The driver considers that the bus is so crowded that there is no room for a passenger to travel safely with their pram/pushchair.

11.8 The safety and security of any pushchair, wheelchair or mobility scooter is the responsibility of the passenger to whom it belongs and TfGM does not accept any liability or accountability for any loss or damage unless covered by the negligence of TfGM or a person acting on its behalf.

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12. Bikes and Scooters

12.1 Non-electric bikes will not be carried on vehicles unless they are folding and covered, and can be safely accommodated in the luggage space and folded in a safe and secure manner

12.2 Electric bikes, electric scooters and other electric transport equipment will not be carried on vehicles

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13. Luggage and possessions

13.1 For safety reasons it is important that TfGM control what customers can bring on to TfGM vehicles.

13.2 Passengers may bring with them:

• 13.2.1 Personal luggage if able to carry this themselves (including up & down fixed stairways);
• 13.2.2 Subject to paragraphs 10.7 and 11.1, folding prams/pushchairs and folding cycles that they can carry; and
• 13.2.3 Any other item providing that it is not dangerous, likely to cause offence, or likely to injure someone.

13.3 Passengers must not bring on board:

• 13.3.1 paint in containers over 5 litres, or not in original and properly sealed containers; or,
• anything that:
• 13.3.2 is more than 2 metres long;
• 13.3.3 they are unable to carry on board themselves;
• 13.3.4 is a hazardous or flammable substance (including but not limited to accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol); or
• 13.3.5 is likely to cause damage to the vehicle.

13.4 Staff retain the right to refuse permission for passengers to take any item onto TfGM services.

13.5 Passengers must keep luggage and possessions with them at all times, which includes storage of luggage and large possessions in the luggage space provided. Unattended items are a security risk, these may be removed by staff and destroyed by the police.

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14. Carriage of Animals

14.1 Passengers may bring dogs with them without any charge.

14.2 Passengers must not bring any animal on board which the driver considers, in his reasonable discretion, could pose a danger to other passengers or staff.

14.3 Passengers must keep any animal under control at all times (with dogs to be kept on a lead) and not allow them onto the seats, and are responsible for cleaning up any mess made by the animal on board the vehicle.

14.4 The driver has the discretion to refuse to allow passengers to board with any animal that could cause a danger or nuisance to other customers

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15. Lost property

15.1 TfGM's procedures for dealing with lost property may be accessed at tfgm.com/public-transport/bus/lost-property

15.2 Any person who finds property accidentally left in any vehicle or premises shall immediately hand it, in the state in which it is found, to a member of staff;

15.3 If the lost property looks suspicious please do not handle it and inform a member of staff immediately;

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16. Customer Contact

16.1 You can contact TfGM for general bus enquiries, feedback and complaints via various channels, Monday to Friday: 7am to 8pm, Weekends and Bank Holidays: 8am to 8pm:

• 16.1.1 Website: tfgm.com
• 16.1.2 Contact Form: Contact form | Transport for Greater Manchester (tfgm.com)
• 16.1.3 Email: hello@beenetwork.com
• 16.1.4 Twitter: @BeeNetwork
• 16.1.5 Phone: 0161 244 1000
• 16.1.6 Written: Transport for Greater Manchester, 2 Piccadilly Place, Manchester, M1 3BG

16.2 More information on TfGM's Complaints Procedure can be accessed at tfgm.com/complaints

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17. Data Protection

17.1 In any circumstances where TfGM collect personal data, in connection with a retail transaction, customer survey or any other purposes, TfGM will collect and process such data in accordance with the TfGM Privacy Policy, which can be accessed at tfgm.com/privacy-policy

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Annex 1 - Definitions

Save where otherwise stated, the following words and phrases have the meanings shown below when used in these Conditions .

"Conditions " has the meaning given in paragraph 1.1;

"relevant statutory regulations" means:

• Public Service Vehicle (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990 (as amended);

• Transport Act 2000;

• The Public Service Vehicles Accessibility Regulations 2000;

"services" means bus services within the TfGM network;

"staff" means employees, contractors or agency worksof TfGM and/or operators of bus services on the TfGM network;

"Standard Fare (Penalty Fare)" means a fare in the amount of £120.00;

"tickets" means any of the types of ticket which are valid for travel on a bus on the TfGM network and as more particularly listed in the conditions'; and

"TfGM" means Transport for Greater Manchester.

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