Buses & coaches - Pushchair access

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Explains your rights to you

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Helps you prepare your emails

We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

Creates a case file for you

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.

Lets you record all your communications

One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.

Lets you know when to escalate your complaint

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

Where it’s not possible to offer accessible buses throughout a service, timetables must state when accessible buses will be available. Drivers should pull up close to the kerb whenever possible in order to assist passengers.

You should know

  • All bus and coach operating companies have different rules relating to customer issues; everything in this section is set out in the Bus Users Good Practice Guide.
  • You must always complain to the company direct if you have a complaint about the service and give as much detail as possible
  • Check each bus companies Conditions of Carriage for specific terms and conditions
  • If you cannot settle your complaint directly with the bus company you can ask Passenger Focus to follow up complaints to any bus or coach company within the UK.
  • The exceptions to this are, London where you can complain to London Travelwatch and Northern Ireland where you should contact The Consumer Council for Northern Ireland

Conditions of Carriage

These are different for each bus company and form the terms and conditions of your contract with the operator. They often set the way issues must be handled and what compensation, if any, you are entitled to. Transport of London set out your conditions of carriage on London transport.

Submit your issue for free

The resolver system holds the contact details for bus operating companies and will help you deliver and manage your complaint as it is important that you keep a complete record of all dealings you have with the bus operating company.

Following action

Setting up a case in resolver will mean the company is automatically nudged with a reminder email if it does not respond. If you are not happy when a response does arrive, the system reminds you when you can raise your case to the next most senior level of management within the company.

If an issue cannot be resolved with the bus company, you have the right to take your case to the nominated body Passenger Focus to try and negotiate a settlement on your behalf. If you are still unhappy then the Bus Appeals Body or Bus Appeals Body Scotland will look at all the evidence again and issue a decision on the case. The Bus Appeals Body is an independent organisation set up by Bus Users, which represents passengers, and the Confederation of Passenger Transport (CPT), which represents bus companies.

The exceptions to this are London, where you can complain to London Travelwatch. Unlike the rulings of an ombudsman, the recommendations of London Travelwatch are not binding on the company and they can choose to ignore the proposed solution, but this is rare.

For Northern Ireland you should contact The Consumer Council for Northern Ireland.

Who regulates the market?

Buses in the UK are regulated in a variety of ways. Bus transport in London is regulated by Transport for London. Bus transport in some large cities is regulated by Passenger Transport Executives. Bus transport elsewhere in the country must meet the requirements of the local Traffic Commissioner, and run to their registered service.

While travelling by bus and coach around Europe you are protected by passenger rights. These rights apply as long as your journey begins or ends within the European Union, it is a regular service, and you are set to travel along specified routes with predetermined stops at specified intervals.

Find the best rights for you

We have 3,682 pages of rights advice for you covering 28,463 companies and organisations across 16 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.

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Helping you with Pushchair access

Resolver covers the issue Pushchair Access for 15 companies and organisations: