Bus Passenger Charter
This Bus Passenger Charter was developed by the North East Enhanced Partnership and sets out what you can expect when travelling on any of the region’s buses and what can be done if the experience falls short of our commitment to you.
Our commitment to you
Punctuality
Buses to be on time; normally arriving no more than 5 minutes late or 1 minute early
Better connections
A network of bus routes running along all major roads connecting people to towns, cities and large employers.
Value for money
A range of value for money tickets that can be used on any bus regardless of operator, with a range of payment methods including cash and contactless.
Accessibility
Taxi guarantee to give wheelchair users the confidence they’ll be able to make their journey if the wheelchair spaces are occupied.
Punctuality
Buses to be on time; normally arriving no more than 5 minutes late or 1 minute early
Better connections
A network of bus routes running along all major roads connecting people to towns, cities and large employers.
Value for money
A range of value for money tickets that can be used on any bus regardless of operator, with a range of payment methods including cash and contactless.
Accessibility
Taxi guarantee to give wheelchair users the confidence they’ll be able to make their journey if the wheelchair spaces are occupied.
Operating a great service
We commit to operating a safe, secure, and comfortable service. Our passengers can expect:
- A clean bus with comfortable facilities
- A professional and friendly driver
- A secure, well maintained, place to wait for the bus
- CCTV cameras on buses
- Us to work continually with the police to maintain a safe network
- A zero-tolerance policy towards hate crime, anti-social behaviour of any kind or harassment towards passengers and bus staff.
Keeping you informed
We commit to always keep you informed. Passengers can expect:
- Accurate, accessible and timely sources of information regarding timetables, fares and disruption.
- Investment in on board ‘Next Stop’ audio-visual information on new buses.
- That bus users and effected communities will be consulted with prior to a major route or timetable change to ensure impacts are fully considered.
- Bus drivers to be knowledgeable on routes, passenger entitlements, and the best fare options for a passenger’s day of travel.
- We commit to help, particularly when things go wrong.
Dealing with issues
Despite our best efforts, things can go wrong. In the event this happens, we will take the appropriate action to put things right and get your journey back on track. We commit to:
- Providing a considered and appropriate response to all queries, complaints and comments – treating each on a case-by-case basis.
- A service guarantee (free bus ticket or voucher to compensate for service issues).
- An easy access guarantee: a taxi will be provided or cost covered where a bus is unable to accommodate a customer with a disability, who would usually be accommodated.
- An Emergency Protocol to ensure other operators tickets are accepted on board buses in the event of severe disruption to the network.
Operating a great service
We commit to operating a safe, secure, and comfortable service. Our passengers can expect:
- A clean bus with comfortable facilities
- A professional and friendly driver
- A secure, well maintained, place to wait for the bus
- CCTV cameras on buses
- Us to work continually with the police to maintain a safe network
- A zero-tolerance policy towards hate crime, anti-social behaviour of any kind or harassment towards passengers and bus staff.
Keeping you informed
We commit to always keep you informed. Passengers can expect:
- Accurate, accessible and timely sources of information regarding timetables, fares and disruption.
- Investment in on board ‘Next Stop’ audio-visual information on new buses.
- That bus users and effected communities will be consulted with prior to a major route or timetable change to ensure impacts are fully considered.
- Bus drivers to be knowledgeable on routes, passenger entitlements, and the best fare options for a passenger’s day of travel.
- We commit to help, particularly when things go wrong.
Dealing with issues
Despite our best efforts, things can go wrong. In the event this happens, we will take the appropriate action to put things right and get your journey back on track. We commit to:
- Providing a considered and appropriate response to all queries, complaints and comments – treating each on a case-by-case basis.
- A service guarantee (free bus ticket or voucher to compensate for service issues).
- An easy access guarantee: a taxi will be provided or cost covered where a bus is unable to accommodate a customer with a disability, who would usually be accommodated.
- An Emergency Protocol to ensure other operators tickets are accepted on board buses in the event of severe disruption to the network.
