Passenger Charter
Introduction
Connex Transport Jersey Ltd (hereafter Connex) and our staff, in conjunction with the States of Jersey, is committed to provide a service which is safe, reliable, comfortable and value for money for all our passengers.
Reliability
No bus should leave its terminus before its advertised time unless for safety or other legitimate reasons. No bus should operate more than 2 minutes before or 10 minutes after its advertised time unless for safety or other legitimate reasons.
Accessibility
Connex is committed to making public transport a viable alternative for people with disabilities.
Currently half of our fleet is wheelchair-friendly with powered ramps, low floors and special ‘kneeling’ suspension which allows the buses to be lowered to pavement level. Plans are also in the pipeline to increase the number of wheelchair-friendly buses on the network.
If you require a bus with wheelchair-access, please contact our Information Office on 877772. Our staff will be able to advise you when a wheelchair-friendly bus will be on your route and help you to plan your journeys.
If you wish to obtain this information using TextMybus (link to TextMybus), wheelchair-friendly buses will be denoted with a W beside the time.
Capacity
We review our loading points on a regular basis to ensure that we provide sufficient buses to meet demand, but if you are finding buses regularly full passing your stop, please let us know.
Customer Information
When we modify a timetable, or change a route, we will publicise the change and issue a new timetable in advance of the change taking place. We will explain the reason for the change wherever possible and draw attention to any specific service implications. Bus timetables, fares information and special offers will be provided on bus, in Liberation Station and at other outlets frequented by our customers. Where information is available at bus stops, it should be correct and up to date at all times. Should this not be the case, please let us know.
Cleanliness of Buses and Premises
All buses in service will be cleaned and washed externally on a regular basis. All buses will be valeted and deep-cleaned internally every four weeks. Liberation Station will be cleaned daily.
Journey Comfort
In order to provide a pleasant on-bus environment, regular inspections will take place to ensure that all buses have adequate heating, ventilation and lighting. Our drivers are trained in safe driving techniques to optimise passenger safety while on our buses. Subject to road conditions and behaviour of other road users, the bus should be driven so that braking and acceleration are smooth and sudden movements minimised.
Smoking
The consumption of tobacco products on the buses is illegal. Connex is committed to work with the authorities to ensure these regulations are complied with and a healthy environment is maintained on our buses.
Access Refusal
Our drivers have the right to refuse travel to any passenger where in his or her opinion they will disrupt the journey of other passengers.Dogs
Dogs are welcome on our buses but the driver has the right to refuse to carry any dog that in his or her opinion is likely to cause inconvenience to other passengers, in particular if dogs are not kept on a lead. Under no circumstances will a dog be allowed to occupy a seat.
Lost Property
Property found on our buses should be handed to the driver or a company official. Non-perishable lost property will be held for one month before disposal. Enquiries for lost property should be made at our Information Office at Liberation Station or by telephone +44 (0)1534 877772.
Easy Identification of Route Number and Destination
All the buses should show the correct route number and destination at all times while in service and 'Not On Service' when not.
Customer Contact
It is Connex policy that all staff should:
- Be polite and helpful to our passengers and members of the public at all times;
- Consider your safety and comfort when driving;
- Not smoke while on duty or in the public area of our offices and depot.
Customer Suggestions and Comments
In order to help us improve the service we provide, we encourage feedback. Suggestions for service improvements and comments about existing services are vital to us if we are to achieve our objectives outlined in this Charter. When sending a written comment, please address it to:
The General Manager, Connex Transport Jersey Ltd, Bus Depot, La Collette, St Helier, JE2 3NX.
We should send either an answer or acknowledgement of your letter within five working days. In any case, you will receive a written reply within 15 working days. If you are not satisfied with the reply, you can write to The Managing Director of Connex Transport Jersey Ltd at the same address.
Consulting You
Market research on our bus services will be carried out regularly. This research will consist of customer interviews and observations by trained researchers. In addition, we will carry out internal monitoring of changes in customers’ travel patterns by using data from the ticket-issuing equipment.
And Finally
Our Charter sets out our commitment to provide high standards of service to you. It does not create any new legal relationship with you and it does not affect your legal rights or obligations in any way.
Eric Le Roux
Managing Director
1 March 2003 updated 1 March 2008