Local Bus Services and Demand Responsive Transport

At Somerset Council, we are committed to providing safe, reliable, and accessible public transportation options for residents and visitors across our beautiful county.

Our Conditions of Carriage document is designed to ensure that all passengers have a clear understanding of their rights and responsibilities when using our services. Whether you’re a daily commuter, a weekend explorer, or a first-time rider, this document is intended to make your journey with us as pleasant and trouble-free as possible.

We take pride in delivering an inclusive transportation system that connects communities, supports local economies, and reduces the environmental impact of individual travel. As part of our commitment to continuous improvement, we encourage your feedback and participation in helping us enhance our services.

Please take a moment to familiarise yourself with the contents of this document, which covers essential information such as ticketing, boarding procedures, safety guidelines, and accessibility policies. By adhering to these conditions, you not only ensure your own comfort and safety but also contribute to the overall positive travel experience for all passengers.

We value your choice to ride with Somerset Council’s bus services and DRT , and we look forward to serving you as you explore our vibrant county, connect with your community, and embark on your
daily journeys.

Governing Law

When you buy any type of ticket for travel on a local bus service provided by Somerset Council, you enter into a contract with us. The Conditions of Carriage described in this document (the “Conditions”) reflect both our and your legal obligations under that contract.

These Conditions are governed by the law of England and Wales, as applicable. Any Condition subsequently found by a court or competent authority to be invalid does not affect the validity of the others. None of our employees are permitted to vary these Conditions in any way.

These Conditions of Carriage may be amended from time to time. We will notify passengers of significant changes through announcements on our website and via email to registered users. Continued use of our services after such notifications will constitute acceptance of the new terms.

The terms of these Conditions do not undermine or affect any other legal rights you may have under statute (including but not limited to the Consumer Rights Act 2015).

Limitation of Liability

We aim to operate services as advertised in our timetables but there may be occasions when journeys take longer than expected and/or services may need to be diverted or cancelled due to factors beyond our control. These factors may include, without limitation, traffic congestion, road traffic accidents, road works, road closures, major public events, adverse weather conditions or other unforeseen circumstances.

Where possible, we will advise you of any disruption to our services in advance. However, this may not always be possible or feasible and we shall not be liable to you as a result of any failure to provide notice of any amendment to our services as planned or scheduled.

You are responsible for your own onward travel arrangements. We cannot guarantee that our service will connect with any bus, train or other services at the time specified in the timetable. Passengers should make suitable allowance or alternative arrangements to ensure you are able to make any onward travel arrangements.

We accept no liability for a holder of a valid pre-paid ticket or valid pass being unable to use such ticket or pass due to lack of room on a vehicle, or where it is at full capacity or failure of a service to operate. Passengers holding a valid pass or valid pre-paid ticket do not have priority over other passengers.

Nothing in these conditions limits or excludes our liability for death or personal injury caused by our negligence.

Conduct of passengers

Our committed team of drivers and support staff work tirelessly to ensure you reach your destination safely and on time. We kindly request that all passengers treat our staff with respect and courtesy. Any form of verbal, physical, or emotional abuse directed at our employees will not be tolerated and may result in legal action.

The safety and well-being of our passengers, staff, and property are of utmost importance to Somerset Council. We are dedicated to providing a secure and comfortable travel experience for all. To achieve this, we have a strict policy in place: we will not tolerate any form of abuse directed towards our passengers, our staff or damage to our property.

We reserve the right to refuse you entry or require you to leave our buses or premises at any time, should we have reason to believe that your behaviour jeopardises the safety, security and comfort of others. Likewise, any intentional damage to our buses, shelters, or other property will be taken seriously and may result in criminal charges.

By traveling with Somerset Council’s bus services, you are not only choosing a convenient mode of transportation but also joining a community committed to fostering a safe and respectful environment for all. We appreciate your cooperation and understanding as we work together to ensure a positive and secure travel experience for everyone. Thank you for your support in keeping Somerset’s bus services safe and enjoyable for all passengers.

Our buses and facilities are public resources that we maintain for the benefit of the community. We expect all passengers to treat our vehicles and infrastructure with care. When travelling with us you must:

• refrain from smoking either conventional or electronic cigarettes or vaping.
• behave in a manner that is not abusive or threatening and does not cause offence to other customers or staff.
• refrain from eating and drinking items which make the environment unpleasant for other customers or otherwise cause offence.
• refrain from playing loud music or operating a personal device at a volume which may be heard by other passengers.
  refrain from leaving rubbish or discarded items on the bus.
• not be wearing soiled clothes (including shoes) or carrying any soiled items which might stain the seats or cause discomfort to other passengers, for example.
• follow the instructions of our staff and act in a manner which shows due regard for the safety and comfort of other customers and company employees. This includes not standing adjacent to emergency exits, the vehicle entrance, next to the driver or sitting in gangways, on staircases or standing upstairs on a double deck vehicle.
• if the vehicle you are travelling on is fitted with seat belts, you are legally required to wear them.
• notify a member of staff immediately if you sustain an injury whilst boarding, travelling on or getting off a bus.
• follow the directions of staff concerning the maximum number of standing passengers that a bus is permitted to carry. All of our vehicles contain clear signage setting out their standing capacity.
• except in an emergency, not talk to the driver whilst the bus is moving, obstruct the driver’s vision or otherwise distract them.
• have due regard at all times for the needs of our elderly, young and disabled customers and, in particular, vacate seats and spaces designed for the elderly and disabled when requested.
• not distribute leaflets, papers or other articles or offer anything for sale or collect for charity without our prior written consent.
• not interfere with equipment fitted on the vehicle; or
• not deliberately damage or deface any part of the vehicle.

Please ensure that clothes and items you carry do not transfer dirt or stains to the interior of the bus. Passengers should not wear clothes that are excessively dirty or carry items that might leak or cause other forms of contamination.

Customers who, in the opinion of the bus driver or other company officer, appear likely to behave in an antisocial manner may not be allowed to travel.

Boarding and alighting

Boarding and alighting a bus safely is crucial to ensure your own well-being and that of your fellow passengers. Follow these simple steps for a safe bus journey:

Boarding the bus

Arrive at the bus stop or designated pick up point a few minutes before the scheduled departure time to avoid rushing. Stand in an organized queue, keeping a safe distance from the edge of the road or platform. Follow any marked queue lines or signs if available.

Wait for the Bus to Stop. Allow the bus to come to a complete stop before attempting to board. Wait for the bus doors to open fully and allow passengers to disembark. Have your fare ready or present your bus pass or payment card to the driver. If transferring from Digital Demand Responsive Transport (DRT) please have your transfer ticket ready for inspection by the driver.

Respect priority seating for elderly, disabled, or pregnant passengers. These seats are usually clearly marked. Use handrails when boarding if available to maintain balance and prevent falls.

Alighting the bus

Signal for your stop shortly before your intended stop. Signal the driver by pressing the “stop” button or cord. In some buses, you may need to tell the driver verbally. Make your way to the exit doors and stand clear of the doors while waiting for the bus to stop. Be cautious of the step down from the bus to the pavement and use handrails if available to assist you.

General safety tips

• Always follow the driver’s instructions and be courteous to fellow passengers.
• Hold onto handrails or seats to maintain your balance when the bus is in motion.
• Avoid standing or moving around the bus while it is in motion.
• Keep bags and personal items out of the aisle to prevent tripping hazards.
• Be mindful of wet or slippery conditions when boarding or alighting during rainy or snowy weather.
• If you have mobility challenges, consider sitting near the front of the bus for easier access to priority seating and the exit.

By following these guidelines, you can help ensure a safe and smooth bus journey for yourself and those around you.

Accessibility

We are committed to providing accessible services for all passengers, including those with disabilities. Our buses are equipped with designated spaces for wheelchairs, and our staff are trained to assist passengers with additional needs. Please contact us in advance if you require specific assistance during your journey.

Ticketing

Bus Services

Upon boarding our vehicles, you must either pay the correct fare for the journey you intend to take or show the driver a valid printed or electronic ticket, pass, permit, smartcard or other form of authority for that journey.

Cash fares are calculated in accordance with a table showing fare stages at named stopping places along the line of the route. If you get on or off the vehicle at any stop other than a fare stage, you will be charged from the preceding stage from where you board and/or to the next stage after where you get off. If zonal fares apply, you will be charged according to the number of zones you travel through. Debit or credit card payments will be accepted on buses where available, this will be shown on the bus ticket machine.

You must ensure that any ticket purchased on the bus is issued to you directly from the ticket machine and shows the correct fare you have paid for the journey you are making. You should also check your change and point out any error to the driver immediately as we cannot correct mistakes later. If the driver has insufficient change, you may be offered a change voucher for redemption on your next journey. We will not redeem change vouchers that have been defaced or altered in any way.

You may not break your journey when travelling on a cash ticket; or transfer any type of ticket to someone other than the person they are issued to.

For some journeys, you may buy a return ticket. Return tickets are valid only on the day of purchase, unless clearly advertised otherwise, and may have time restrictions on their validity. It is your responsibility to check the validity and conditions of any return ticket purchased. Return tickets should be purchased from the driver of the bus on the outward journey and presented to the driver of the bus on the return journey. Return tickets are not transferable.

If you transfer from another operator’s vehicle to one of our vehicles, you will be considered to be starting a new journey. Unless you produce a valid pass, valid pre-paid ticket or valid through ticket to the driver, you will be required to purchase a new ticket at the appropriate fare.

Passengers are responsible for the safety and integrity of their own tickets and passes once validly issued. We are not obliged to replace a lost, mislaid or stolen ticket or pass. In such circumstances, you will be required to purchase a new ticket to be able to use our services.

Any child or adult unable to pay the fare on boarding and who would, in the driver’s opinion, be left at risk will be carried at all times subject to providing their name and address to enable the fare due to be collected at a later date.

We reserve the right to refuse any person boarding or travel on our services if we have reasonable cause to suspect fraudulent or unlawful conduct.

Concessions

Children under five years of age may travel at no charge provided they are accompanied by a fare-paying passenger and do not occupy a seat. Children over five years of age may travel at a reduced rate.

English National Concessionary pass holders must comply with all aspects of these Conditions, in addition to any rules and conditions of the authority issuing the pass. When making a journey using a concessionary travel pass you must advise the driver of your intended destination.

If you hold a valid concessionary travel pass, you must show it to the driver every time you travel with us. You may be required to present your pass to the on-board ticket equipment to confirm the validity of the pass. In the event your concessionary pass is not considered valid by our on-board ticketing equipment you may be required to purchase a standard fare.

If we have reasonable grounds for suspecting that a concessionary pass is being misused in any way, we reserve the right to pass the details of the pass holder on to the relevant local authority and/or refuse further travel.

Demand Responsive Transport Services

We are unable to provide refunds for tickets purchased on our vehicles. However, if you cancel within one hour of travel, a credit will be applied to your account. Please carefully consider your travel plans and ticket purchases before proceeding. We appreciate your understanding and cooperation.

DRT services are often designed to accommodate flexible and dynamic schedules based on passenger demand. Therefore, once a ticket is purchased, it cannot be refunded as it may affect the overall scheduling and capacity of the service. Refunding tickets purchased on vehicles or in advance can disrupt the efficient operation of our services, including the allocation of resources and seating arrangements. Ensuring that all passengers have an equal opportunity to access our services is a priority. A strict no-refund policy helps maintain fairness and availability for all passengers.

While we do not offer refunds, we may provide options for ticket alterations or changes under certain circumstances. If you require assistance with altering your ticket or have concerns about your booking, please contact our customer service representatives for further guidance.

Carriage of wheelchairs and buggies

Only appropriate low floor vehicles are permitted to transport wheelchairs, disabled buggies, certified mobility scooters, compact prams, and unfolded buggies. Wheelchair access is available on the majority of our buses but cannot be guaranteed.

We will transport small strollers and unfolded buggies on low floor buses within the designated area, subject to space and the driver’s discretion, but only when it is not necessary for a passenger using a wheelchair or an authorised mobility scooter. Passengers using wheelchairs have absolute priority by law. At no point may strollers or buggies obstruct the vehicle’s aisle.

However, if a passenger desires to embark in a wheelchair (or a passenger without a wheelchair if no wheelchair user is travelling), you must make sure the appropriate area is made available as required by law.

If a customer in a wheelchair (or, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter) needs this space, you must cooperate by making room for them. This includes moving any small strollers, folding any buggies, and putting them in the luggage area (where fitted).

Dogs and other small animals

Passengers are permitted to bring dogs (and other small animals) on board our buses under certain conditions, ensuring the comfort and safety of all passengers.

Only one dog (or other small animal) is permitted to travel on a bus at one time. This policy aims to maintain a comfortable and safe environment for all passengers. Guide dogs accompanying visually impaired passengers are always welcome on board, regardless of the occupancy.

In cases where a passenger wishes to bring more than one dog (or other small animal on board), it is at the discretion of the bus driver to permit this. The driver will assess the situation based on the number of passengers, available space, and the behaviour of the dogs (or other small animals). Passengers are responsible for ensuring their dogs (or other small animals) remain well-behaved and restrained while on the bus. Dogs should be on a lead or in an appropriate carrier and must not cause any disturbance to other passengers.

Passengers must ensure that their dogs (or other small animals) are clean and do not create a mess on the bus. Any waste must be properly disposed of and removed from the vehicle. Passengers with dogs on board assume full responsibility for their pets’ actions, including any potential harm or damage caused by their pets.

The bus driver has the authority to refuse access or request the removal of any dog (or other small animal) that poses a safety risk or creates a disturbance to other passengers. Passengers are expected to cooperate with the driver’s instructions regarding their pets to ensure a pleasant journey for everyone on board.

Luggage

Passengers are kindly reminded that the transportation of luggage on the bus is entirely at their own risk. While we make every effort to ensure the safe and secure conveyance of your belongings, unforeseen circumstances and external factors may occasionally lead to loss or damage. We recommend that passengers take necessary precautions, such as securing their luggage and avoid carrying valuables in bags.

Lost property

You must hand any items found on a bus to the driver. Where any lost property is found or handed in we will take reasonable steps to return it to its rightful owner. In order to find the owner or determine the type and value of the lost property, we may open and analyse any packages, bags, or other containers.

If you have lost an item, please phone our Contact Centre on 0300 123 2224 or email transport@somerset.gov.uk as soon as possible. Items will be returned to the owner if they can positively identify them.

If lost property is not claimed within a month, it will be disposed of appropriately. Disposal methods will include the secure disposal of electronic and storage devices, donations made to charity (for example, clothes, money, and so on) and items sent to recycling or general waste. Perishable items will be disposed of within 48 hours (or earlier if they are, or become, offensive or present a health risk).

Emergency Procedures

In the event of an emergency, please follow the instructions provided by our staff and the safety guidelines posted on the bus. Familiarize yourself with the location of emergency exits and safety equipment.

Data Protection

We collect, use and hold personal information so that we are able to effectively deliver our services. Please refer to our Privacy notices (somerset.gov.uk) and Digital Demand Responsive Transport Privacy Notice (somerset.gov.uk) for more information on when and how we collect and use your personal data.

CCTV may be used on our vehicles and premises to record images and, in some cases, sound for security and crime prevention purposes. This data may be passed to the police and prosecuting authorities to provide evidence in legal proceedings. Our CCTV equipment and systems are operated in full accordance with the General Data Protection Regulation and the Data Protection Act 2018. For more information please refer to our Privacy Notice at CCTV Privacy Notice (somerset.gov.uk).

Exceptions

Any exceptions to these rules may be made at the discretion of the Somerset Council in special circumstances, subject to prior approval.

Comments - Suggestions - Complaints

We take passenger feedback and complaints seriously as we strive to continually improve our services. If you encounter any issues during your journey, please do not hesitate to contact our customer service team. Your input is invaluable in helping us address and resolve any concerns promptly and enhancing the quality of our services. We appreciate your assistance in making our bus services better for everyone.

Customer services –
Phone – 0300 123 2224
Letter – County Hall, Taunton, Somerset, TA1 4DY
Email – transport@somerset.gov.uk