1. Booking
All journeys on Cambridgeshire Local Link must be pre-booked through phoning 0345 045 9090, or using the online booking form.
We aim to provide a safe, reliable and punctual service but there are occasions when we are simply unable to run as advertised due to factors outside of our control such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.
Wherever possible, we will take reasonable steps to advise you of any disruption to services but, in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result.
We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.
We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence nor are your statutory rights as a consumer affected.
2. Conduct of passengers
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.
When travelling with us you must in particular
- refrain from smoking
- 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 consuming alcohol
- 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 working clothes or carrying any soiled items which might stain the seats, etc
- 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
- 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 passengers that the bus is permitted to carry
- remain seated at all times when the bus is moving and wear the seatbelt provided
- except in an emergency, not talk to the driver whilst the bus is moving, obstruct the driver’s vision or otherwise distract him;
- 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
- not deliberately damage or deface any part of the vehicle; and
- intending customers who, in the opinion of the driver or other company officer, appear likely to behave in an antisocial manner may not be allowed to travel
If you are in breach of these and other statutory regulations you will be obliged to give your name and address to a company officer or may be restrained or removed from the bus by a company officer, a police officer or a community support officer and refused further travel without refund. We also reserve the right to take any other measures we consider necessary to protect the safety and comfort of our customers and staff including temporarily or permanently banning you from travelling with us following an incident of misconduct.
Whilst we will do everything we reasonably can to control conduct of other customers, we cannot be held responsible for their conduct.
3. Getting on and off the bus
Buses will pick up and set down passengers at the location agreed upon booking. If you wish to board a bus, you should give a clear signal in good time to the driver of an approaching bus.
- You must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which is not an agreed location such as traffic lights and road works,etc.;
- You must not use the emergency exits on any vehicle except in a genuine emergency.
- Buses will stop on request where it is safe to do so. You should always pick a point away from parked cars, road junctions, etc and give a clear signal in good time to the driver of the approaching vehicle.
4. Children
Unaccompanied children under the age of 14 will not be accepted on journeys. All children of any age will require a separate seat and so will be charged at the full rate. Where required, child safety seats, booster cushions or other seating equipment shall be provided by the customer/passenger/adult responsible for the child (except when otherwise specified in a particular contract) and their design, fitting and use must comply with the recommendations the Medical Devices Directorate Guidance Note MDD92/07.
If you have booked a return journey it may be possible for you to leave the child seats onboard, as long as you request this at time of booking (note, this will depend on time of your return journey and available storage onboard in between those times).
If you fail to bring your own child seats and the driver feels it would be unsafe for your child or other passengers if you were to travel without one, the driver can refuse to take you.
Children are not allowed to travel sitting in their pushchairs or buggies.
5. Carriage of wheelchairs, small prams, buggies
All our vehicles are fully accessible, with a maximum capacity of 11 customers. Nine seats are removable for a maximum of three wheelchair positions. The vehicle includes rear access via a hydraulic lift, with a platform size suitable for wheelchair and attendant. There is a foot operated side step entrance.
Customers should identify any special wheelchair access requirements with the call handler or on the online booking form when booking a journey. We will then advise you on how we can accommodate your requests as part of the booking process.
Subject to space being available and the discretion of the driver, we will carry small prams and unfolded buggies. Please identify your travel requirements as part of the booking process and we will do our best to accommodate your needs. Prams and buggies must not block the aisle of the vehicle at any time.
You are required by law to ensure that the designated wheelchair space is made available if a customer wishes to board with a wheelchair or approved mobility scooter.
You are required to co-operate in allowing proper use of the designated wheelchair space by vacating this space if it is required by a customer in a wheelchair or approved mobility scooter including repositioning small prams, folding any buggies and storing them in the luggage space.
6. Carriage of bicycles
We regret that we cannot take bicycles on any of our minibuses.
7. Luggage
In the interests of the safety and comfort of all of our customers, we restrict the size, type and quantity of luggage or other belongings which you can bring onto our buses and reserve the right to refuse permission for you to bring any item onto our buses.
Customers should identify any special journey requirements with the call handler or on the online booking form when booking a journey. We will then advise you on how we can accommodate your requests as part of the booking process.
We reserve the right, at the discretion of the driver, to refuse any large, unsuitable or awkward packages or an excessive amount of personal hand luggage.
We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.
Our liability for luggage is limited to £100 per passenger and you are advised to ensure that you have proper insurance if your luggage is worth more than this.
We reserve the right to request that you open any article of luggage for inspection by the driver or other company officer in your presence if, for reasons of security, it is considered necessary to do so.
Fragile items such as electronic goods, portable televisions, computers, radios etc will only be carried if they are of reasonable size and securely packed. We will not be responsible for damage to such items however caused.
Certain items cannot be carried under any circumstances in the interests of safety. These include accumulators, explosives, ammunition, weapons, paint in either unsealed containers or plastic containers exceeding 5 litres and combustible or otherwise hazardous materials including petrol.
8. Animals
We can only accept Guide Dogs onto our vehicles, all other animals are not permitted. If you are a guide dog user please notify the call centre so we can ensure that the vehicle is carrying a suitable restraining device.
9. Lost property
We will do all that we reasonably can to locate and return any property left on our premises or on one of our buses to its owner. If lost property is not claimed within a month, we will become the owner of the property and will dispose of it appropriately.
If you find lost property on a bus, you must hand it to the driver. Providing the item is not perishable or objectionable, we will keep it for a month. If you claim any item of lost property, you will be required to satisfy us that the item belongs to you, give us your name and address and you may be charged an administration fee.
If the lost property is perishable and is not claimed within 48 hours of being found, we will dispose of it as we think fit. If perishable property is, or becomes, objectionable or a health risk before the end of the 48 hour period, we reserve the right to destroy or dispose of it at any time.
If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.
To reclaim lost property, email Link.Enquiries@cambridgeshire.gov.uk or call 0345 045 9090.
Under normal circumstances, you will need to collect the lost property from the depot at which the lost property is being stored. You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. Our arrangements comply with the relevant legislation.
10. Fares and ticketing
For set journeys please pay the driver when boarding the bus. For group bookings payment must be made when making the booking.
You should check any change and point out any discrepancies immediately as we cannot correct mistakes later. We do not accept payment by cheque, credit card, debit card or foreign currency.
Drivers are not able to accept £50 notes and may not always have sufficient change for other large denomination notes.
Certain vouchers and warrants may be used instead of cash. Appropriate details are normally set out on the voucher or warrant.
When you complete the journey for which you have paid or the validity of your pass or other relevant documentation expires, you must leave the bus or pay a fresh fare to your intended destination. It is your responsibility to have a valid booking for the whole journey.
You may not break your journey when travelling on a single fare unless local publicity specifically advises that this is possible.
Children aged under 16 and those people who, in the opinion of the driver, are vulnerable, at risk or in distress, and unable to pay their fare will be carried at all times providing their name and address is already held by the driver as part of the advanced booking system. The fare due will be collected at a later date together with any reasonable administrative costs.
11. Concessionary travel schemes
Concessionary travel schemes for many categories of passenger are operated by local authorities in England, the Scottish Government and the Welsh Assembly.
The terms, conditions and rules applying to these schemes are the responsibility of the pass issuing authority.
When travelling on Cambridgeshire Local Link vehicles, concessionary passengers must additionally comply with all aspects of these conditions.
12. Feedback
As part of this pilot scheme we may be proactively contacting customers who have used the service. We welcome all feedback because this will help us to improve this service and meet the needs of the customer where possible. If you wish to feedback any comments in the meantime please email Link.Enquiries@cambridgeshire.gov.uk We want people to contact us rather than just stop using our services.
All suggestions and complaints whether in writing, by email, in person or by telephone will be investigated and dealt with. We will provide a response within ten working days of receipt.
