Terms & Conditions of Carriage

The following terms and conditions of carriage apply to all customers travelling on any Nottingham City Transport bus and are effective from 25th May 2018.

Introduction

Nottingham City Transport is the principal bus operator in Nottingham, carrying around 1 million passenger journeys every week on 330 buses throughout the City as well as to the neighbouring towns of Loughborough and Southwell.

With so many people using the bus, we have to set out guidelines and rules when travelling on the bus to ensure the safety and comfort of all passengers.  These Terms and Conditions of Carriage have been fully updated to inform and advise you about the rules on our buses and the expectations we have of you as a passenger, when travelling with us.

  1. When you buy a ticket or validate a smart card to travel on one of the buses operated by Nottingham City Transport, you enter into an agreement with the Company.
  2. These Conditions of Carriage apply to all services operated by NCT and set out your rights and duties as a passenger with us.

Mission Statement

  1. Our Mission Statement is: Providing those we serve with a safe, reliable, value for money, integrated, public transport network which has the least impact on our environment.

Passenger Charter

  1. As Nottingham’s major transport provider, our aim is to continually improve the standard of our service. This includes every aspect of our network – from punctuality and reliability to staff politeness, vehicle cleanliness, route branding and vehicle allocation.
  2. Nottingham City Transport’s vision is to provide the best possible public transport service for the people of Nottingham. We aim to:
  • Deliver the most reliable service possible
  • Keep you informed about change to your services
  • Supply accessible and understandable information about our services
  • Provide safe and comfortable vehicles
  • Operate our network with friendly and helpful staff
  1. Our Passenger Charter outlines what you can expect from NCT when you travel on our buses. We regularly monitor the quality and reliability of our services and report our performance on a regular basis on our website (www.nctx.co.uk).
  2. NCT has identified key performance indicators and has set a challenging target for each one. Our performance indicators and our delivery aims are:
  • Service performance – to operate at least 99.5% of all journeys
  • Service reliability – at least 95% of buses to depart the City Centre “on time”*

(between 1 minute early, 5 minutes late)

  • Service reliability – at least 90% of buses to depart the non City Centre timing points “on time”* (between 1 minute early, 5 minutes late)
  • Call Centre – to answer at least 95% of all calls
  • Call Centre – for answered calls to be picked up within 30 seconds

* This is the definition of “on time” used by our regulator, the Traffic Commissioner

Getting in Touch

  1. If you need bus service information, journey planning advice or help with a bus ticket, please contact us we are only too happy to help.
  2. To contact NCT, you can
  • Email – [email protected]
  • Phone – 0115 950 60 70
  • Visit us in the Old Market Square, NG1 2JS at our Travel Centre in the Old Market Square
  • Connect with us on Facebook and Twitter
  1. The NCT Travel Centre is open between 08:00 and 18:00 on Mondays; 08:00 and 17:30 on Tuesdays – Fridays and 09:00 and 15:30 on Saturdays. It is closed on Sundays and Bank Holiday Mondays.
  2. Our Call Centre is open between 08:00 and 19:00 on Mondays to Saturdays and 09:00 and 17:00 on Sundays.
  3. Opening hours vary at holiday periods. See website for details.
  4. Timetable information is also available independently from Traveline on 0871 200 22 33. NCT cannot accept any responsibility for information on its services supplied externally)

Complaints and Comments

  1. Your feedback is very important and it allows us to identify areas where we can improve the service we provide to you. If you let us know when something is wrong, we have the opportunity to put it right.
  2. We recognise that you will want us to investigate your comments thoroughly and appreciate you will want a prompt response. We aim to respond to all comments, complaints and suggestions within 10 working days of receipt.
  3. Comments and complaints should be directed to:
  • Online Feedback Form
  • Write to Nottingham City Transport, Customer Services, Lower Parliament Street, Nottingham, NG1 1GG
  • Through Private / Direct Message on Twitter or Facebook
  1. Complaints should be received within 48 hours of the incident to allow us to thoroughly investigate.
  2. When making a complaint, please try to provide sufficient details to assist with our investigation. This includes: date, time, route number, bus number, where you boarded the bus, a description of the driver and details of the actual complaint. Your Easyrider Citycard number (if you used one) or your  ticket, if you paid by cash, are very useful to us.
  3. Where your complaint is about a driver’s conduct, Company Policy is that the exact outcome of any investigation will not be disclosed, since this information is of a sensitive nature.
  4. If you are not satisfied with the response from NCT, you can contact Bus Users UK at Victoria Charity Centre, 11 Belgrave Road, London, SW1V 1RB or by email: [email protected]

Timetables and Service Performance

  1. Timetables for all our services are available from the NCT Travel Centre in the Old Market Square, over 230 outlets across the network (for example, libraries, colleges and hospitals), online at www.nctx.co.uk and by post.
  2. Journey Planning advice and support is available from the NCT Travel Centre.
  3. When changes are made to services, new timetables will be available at least 2 weeks before the start date, with advance warning displayed on all branded buses, on our website, in the local media and at key bus stops.
  4. The timetable for any service is a guide to the times we aim to operate the bus and our timetables are designed to reflect different traffic conditions across the day.
  5. On occasions buses cannot be run at times and frequencies advertised due to reasons beyond our control or that of our subcontractors, and we may have to cancel journeys or divert services where we are unable to operate the advertised route or timetable. This can be due to severe traffic conditions, adverse weather, roadworks, other disruptions or other reasons beyond our control. We reserve the right therefore, to alter, suspend or withdraw a service and to alter the route, bus stops or times of any service without notice or liability to you.
  6. We recommend that customers arrive at the bus stop at least 5 minutes before the scheduled departure time.

Getting on the Bus

  1. For safety reasons, buses will only stop at recognised bus stops to allow passengers to board.
  2. The service number for each service is clearly shown on the bus stop.
  3. As the bus approaches, check the service number and destination on the bus to make sure it is the service you want. If in doubt, ask the driver.
  4. Our bus stops are “request stops” and you should clearly signal the driver as the bus approaches to let them know you wish to board.
  5. When the bus has stopped, allow passengers to get off the bus first.
  6. Once buses have closed their doors and the driver has signalled to pull away, the bus will not be able to let you board because the driver is committed to rejoining the main traffic flow.
  7. Responsibility for bus shelters and stop infrastructure rests with the local authority.  We are responsible for maintaining up-to-date information at bus stops and employ a dedicated team to provide information at stops.

Paying Your Fare

  1. To speed up journey times and to get you to your destination quicker, subject to the provisions of clause 35, we operate an exact fare policy and change is not available on the bus.
  2. Drivers on some services (currently service numbers 1 and 100) are able to offer change, though your support in tendering the correct fare is appreciated. We will (if we can give the right change) accept up to a maximum of a £20 note.
  3. Excess fare receipts are available on request for passengers who are unable to tender the correct fare. The excess fare can be collected from the NCT Travel Centre.
  4. When boarding the bus, please place your money in the coin box near the driver’s cab; present your smart card to the card reader or show your Mobile Phone ticket screen to the driver.
  5. Please state your destination and/or the ticket type you want to the driver.
  6. Where you have paid cash, please take your ticket as proof of payment and check that you have the correct ticket for your journey. Please inform the driver at the time of issue in the event of an error because errors cannot be rectified at a later date.
  7. Please retain your ticket or your smart card, in good condition, and make them available for inspection, when asked for by a member of NCT staff.
  8. We cannot replace or reissue damaged, lost or mutilated tickets that have been bought on the bus. See the Easyrider Citycard Terms and Conditions for details about smart card replacements.
  9. Customers who purchase tickets through the NCTX Buses app are subject to separate NCTX Buses app conditions, as outlined under “Settings”.
  10. Customers who purchase travel on an Easyrider smart card are also subject to separate terms and conditions, provided at the time of purchase.

Fares

  1. When you make a journey, you have to pay for a ticket on the bus, use a pre-purchased smart card or purchase a ticket through the NCTX Buses App. Tickets must be retained at all times during your journey for inspection by an NCT employee, or any authorised agent or subcontractor.
  2. Payment of a fare covers making a journey on one of our buses and is not a payment to guarantee a seat for your journey. Standing forms part of the overall capacity of the bus and you may have to stand at busy times.
  3. A list of available tickets and prices are contained within the NCT Journey Planner or online at nctx.co.uk
  4. Tickets are not transferable between passengers when making journeys, and can only be used by the person buying the ticket and must not be resold or given away for further use.
  5. Single fares are valid for one journey between two points on the same bus at the time of purchase. A break in the journey is not permitted.
  6. Return tickets are only valid on the day of issue. Return tickets are valid for travel between the two points stated on the ticket. When boarding for the return journey, please hand the ticket to the driver for validation, which will be done by punching a hole in the ticket.
  7. A fare-table for all services is available for inspection from the driver.
  8. Where a passenger boards between fare stages, the journey is charged from the previous stage. Where a passenger alights between fare stages, the journey is charged to the next stage.
  9. Where a passenger knowingly pays a lower fare than relevant for their journey, and is caught doing so by any on board inspection of tickets by NCT Staff, the passenger must pay for a new ticket. The price of this ticket will be from the point where the original ticket ended to the final destination.
  10. Discounted ‘Child’ fares, are available for customers aged between 5 and 18 inclusive.
  11. Under 5s travel free.
  12. Some tickets are available within set areas and boundaries. These are most commonly referred to as the “City Area” and “Easyrider” boundaries.
  13. CITY AREA DEFINITION: Cityrider, Dayrider and Grouprider tickets are valid on all services within the ‘City Area’. The ‘City Area’ includes all NCT services over their complete route except on the following services, where they are valid between the points shown:
    • 1 between Nottingham and Clifton Pastures
    • 26, 26C between Nottingham and Carlton-le-Willows School/Linden Grove
    • 46, 47 between Nottingham and Spring Lane (Gedling Country Park) or Coppice Road Top
    • 100, N100 between Nottingham and Carlton-le-Willows School/Linden Grove
  14. EASYRIDER DEFINITION: Easyrider Everyday and Easyrider Anyday are valid on all services within the ‘City Area’, as defined in point 57. Easyrider cards are valid on all NCT services over the complete route except on the following services, where they are valid between the points shown:
  • 1 between Nottingham and Clifton Pastures
  • 26, 26C between Nottingham and Lowdham (Gonalston Farm)
  • 46, 47 between Nottingham and Spring Lane (Gedling Country Park) or Coppice Road Top
  • 100, N100 between Nottingham and Lowdham (Gonalston Farm)
  1. NCT accepts valid Concessionary Travel Permits in accordance with the national scheme requirements and additional local enhancements where available. Please contact your council for details of available concessions.

Wheelchairs

  1. All NCT buses meet the legal requirement to have a bay which can accommodate a ‘standard reference wheelchair’.
  2. A ‘standard reference wheelchair’ has a maximum width of 700mm, a length of 1200mm, sitting height 1350mm, footrest 150mm from the floor. Electric wheelchairs are treated the same as other wheelchairs.
  3. Class 2 Motorised scooters are permitted on buses when a valid CPT Mobility Scooter permit has been issued.
  4. Buses are designed to carry 1 wheelchair at a time and following a 2017 Supreme Court ruling, we have adopted a new policy where priority to the bay should be given to a wheelchair user.
  5. Where the bay is occupied by a non-wheelchair user, our drivers will ask people occupying the bay to relocate to another part of the bus to allow a wheelchair user to board. If the customer refuses to move, our drivers will ask a second time, pointing out that the space is designated for a wheelchair user.
  6. Where a customer still refuses to move to allow a wheelchair user to board, the driver is unable to force them to move and will contact our Control Room to seek guidance on what action to take next. This is most likely to be contacting the next available bus to let the driver know you will be boarding, or in some cases, booking a taxi for you (at our expense) to make your journey.
  7. One wheelchair can be accommodated per bus and:
  • On single deck and midibuses, the wheelchair must have full access to the bay and cannot share a bay with a pushchair. Often, a separate bay is available for a pushchair.
  • On older double decks, the wheelchair must have full access to the bay and cannot share a bay with a pushchair
  • On newer double decks, the wheelchair can travel in the same bay as up to 2 pushchairs.
  1. The driver will lower the ramp for a wheelchair user to allow them access on and off the bus.
  2. In a small number of cases, the driver is exempt from deploying the ramp on medical grounds because they have a disability. In these cases, a customer or a member of the Customer Liaison Team will assist.
  3. Wheelchair users should get on and off the bus facing forwards.
  4. The rear of the wheelchair must be placed against the back rest and the arm (where fitted) must be placed in position. Wheelchairs must not cause any obstruction to the gangway.
  5. The brake must be applied when parked in the bay.
  6. Wheelchair users must remain in their wheelchair throughout the journey and if they transfer to a seat, the wheelchair must be placed in the luggage rack.

Pushchairs

  1. Following a 2017 Supreme Court ruling, we have adopted a new policy where priority to the bay should be given to a wheelchair user.
  2. Unfolded pushchairs can be carried on our buses, when the bay is not required by a wheelchair user, up to the maximum number shown on the bus.
  3. Where a customer with a pushchair is trying to board a bus and the bay is full, the driver will give the parent or guardian the opportunity to collapse the pushchair and store it in the luggage rack.
  4. Where a customer with a pushchair is already on the bus and a wheelchair user wishes to board, the customer with the pushchair should be prepared to collapse their pushchair, if requested by the driver, to allow a wheelchair user on board.
  5. If a customer is unable to collapse a pushchair or relocate to another part of the bus, the driver can issue you with a complimentary ticket to allow you to board the next bus.
  6. When a pushchair is occupying the space, the child must be left in the pushchair and the pushchair suitably loaded (but not overloaded) with bags.
  7. Pushchairs must not be left unattended. The parent/guardian must either sit or stand with the pushchair.
  8. The pushchair’s brakes must be applied, at all times when it is parked within the bay.
  9. Parents/guardians have a responsibility to ensure that the gangway is not obstructed by any part of the pushchair.

Behaviour on the Bus – Your Responsibilities as a Passenger

In order to ensure that your bus journey and that of other passengers is safe and comfortable, we ask you to note the following.

  1. All passengers are carried on our services subject to the Public Service Vehicles (Conduct of Drivers, Conductors and Passengers) Regulations 1990.
  2. When on the bus, you must not:
  • Smoke or use an e-cigarette
  • Eat fast or smelly food
  • Bring on hot drinks without a secure lid
  • Drink alcohol
  • Damage or deface any part of the bus
  • Use a music system set at a volume that will annoy other passengers
  • Spit
  • Offend the driver or fellow passengers
  • Put at risk or cause discomfort to other passengers, the driver or an inspector
  • Act in a violent or abusive manner
  • Obstruct the gangway
  • Throw items from the bus
  • Lean out of the windows
  • Leave litter on the bus
  • Speak to or distract the driver when the bus is in motion except in emergency situations
  • Intentionally interfere with any equipment fitted to the bus
  • Alter or deface your ticket
  • Engage in any criminal activity
  1. In the interests of health and safety, you must always follow instructions either given by signage on the bus or by any member of our staff, agents and or subcontractors.
  2. Emergency doors and windows must only be used in the event of an emergency or when directed by the driver or an inspector.
  3. Passengers or members of the public must not, without written permission from the Company, distribute or leave any materials or sell any articles on the bus.
  4. Any passenger who is reasonably suspected by the driver or inspector of contravening the Public Services Conduct of Drivers, Inspectors, Conductors and Passengers Regulations 1990 (as amended) shall give their name and address to the driver or inspector on demand. They may also be asked to leave or be removed from the vehicle by the driver or any member of our staff, agents and/or subcontractors.
  5. Our staff have the right to work without fear of intimidation, verbal abuse or physical assault and we will support prosecutions against any passengers who do not adhere to this.

Standing Passengers

  1. Standing is available on all our buses as determined by the standing limit displayed on the lower saloon of all vehicles.
  2. Where passengers choose to stand when there are still seats available, other intending passengers may be deprived of the chance to board, so your co-operation in moving down the vehicle is appreciated.
  3. Standing is not permitted on the stairs, in the door well or on the upper deck of double deck buses.
  4. When standing, please make use of the handrails, seat backs and supports fitted.

Getting off the Bus

  1. When you wish to get off the bus, please ring the bell once to let the driver know you want to alight.
  2. For your comfort and safety, please give the driver sufficient time to be able to slow down properly for your stop.
  3. Do not stand too close to the doors or on the red floor when waiting to alight.
  4. You should alight through the front doors only.
  5. You must not alight when the vehicle is still in motion.

CCTV and Data Protection

  1. CCTV is in use on our buses.  CCTV can record images and sound for your safety, crime prevention, for insurance purposes and to ensure that our company policies and procedures are complied with.  CCTV data may be passed to the police to aid investigation of crime and or be used as evidence in criminal or civil proceedings.  CCTV footage is processed by us in accordance with the General Data Protection Regulation.
  2. We will take all reasonable precautions to keep your personal details secure, but unless we are negligent, we will not be liable for unauthorised access to information supplied by you to us.
  3. More CCTV information can be found here.

Animals

  1. Small pets may be carried at the sole discretion of the bus driver but a charge of the minimum adult fare is made for dogs, except assistance dogs which are carried free.
  2. No animal may be placed on a seat.
  3. You must comply with applicable legislation in relation to any pets travelling with you. The responsibility for keeping an animal under control rests entirely with the owner and any passenger must immediately comply with any request from an NCT Employee, our staff, agents or subcontractors to leave the vehicle if the animal they are responsible for is causing upset or distress to other passengers.

Luggage and Lost Property

  1. The driver has the right to refuse, at their sole discretion, any item of property being brought on to the bus which they consider is unsuitable for carriage. Such items include:
  • Explosive, hazardous or combustible materials
  • Uncovered tins of paint, hot drinks or other similar liquids
  • Sheets of glass (including mirrors)
  • Non-folding bicycles (although small children’s bikes / scooters that can fit in the luggage rack can be carried)
  • An item which would cause offence or injury to passengers or staff
  • An item likely to cause damage to the bus
  • Any item of an excessive size.
  1. Luggage must be safely stored away to not cause an obstruction to the main gangway or any emergency exit.
  2. The responsibility for any item of property on the bus rests with the owner.
  3. In the event of losing an item of property on one our buses, please contact us on 0115 950 60 70, where we will be happy to check if an item has been handed in.
  4. Any passenger who finds an item of lost property on the bus has an obligation to hand it to the bus driver. Removing items from the bus can be reported to the Police as ‘theft by finding’.
  5. Our drivers will, where practicable, check the bus for lost property at each terminal stop.
  6. All items of lost property handed-in are saved for 21 days and then disposed of, except perishable items which are disposed of immediately. Any disposal of ‘lost property’ in accordance with this clause shall be without any liability whatsoever to you.
  7. We reserve the right, at our sole discretion, to open, examine and or destroy any items of lost property.
  8. When collecting any item of lost property, contact details must be provided. Proof of identity will be required.

Compensation

  1. Any claim for compensation for any additional travel costs incurred by you as a result of our service is considered on a case by case basis and the final decision will be made at our sole discretion. Where additional costs have been incurred, receipts and supporting evidence should be provided to us.

The Legal Bits

  1. We are liable to you for:
  • Any death or personal injury due to our failure to use reasonable skill and care;
  • Any act of fraud by us;
  • Any reasonable losses you incur as a direct result of us breaching these Conditions of Carriage.
  1. We will not be liable to you for any failure to perform, or a delay in the performance of, any of our obligations under these Conditions of Carriage that is caused by events outside our reasonable control.
  2. We are liable to you without limit for our fraud or death or personal injury caused by our negligence. Our liability for all other liability relating to these Conditions of Carriage is limited to £200 in aggregate.
  3. The terms of these Conditions of Carriage do not affect your statutory rights.
  4. NCT is not the conveyor of commercial goods.
  5. These Conditions of Carriage, which may be amended from time to time by us without notice, commenced on 1 May 2008 and were last updated on 25 May 2018. They replace all previous versions published by us.
  6. These Conditions of Carriage are made for the benefit of the parties to them and are not intended to benefit, or be enforceable by, anyone else.
  7. No waiver by us of any breach of these Conditions of Carriage shall be considered a waiver of any subsequent breach of the same or any other provision.
  8. These Conditions of Carriage will be subject to English law, and the English courts will have jurisdiction in respect of any dispute arising from them.
  9. Any changes to English law, that may occur from time to time, may take precedence over these Terms and Conditions of Carriage and will be incorporated into these Terms and Conditions within a reasonable period of time.