Whitbread Wanderbus – Conditions of Carriage August 2020 

The attention of passengers is drawn to the following conditions of carriage which apply to the services operated by Whitbread Wanderbus. 

In particular, your attention is drawn to the following customer information: 

• Our priority is to ensure the safety and comfort of our customers and staff. Please show full consideration for the safety and comfort of others; follow any instructions given to you by our staff and observe all relevant notices in vehicles. 

• You must have a valid ticket or pass for your journey; and you must present this to any member of our staff when requested. 

• Our staff have the right to work without fear of assault or intimidation. We will prosecute anybody who does not respect this right. 

• Your journey is subject to our Conditions of Carriage. These set out your rights and obligations as a customer. 

1. Tickets and Passes 

1.1 Passengers, on paying the correct fare, will be issued a ticket. Concessionary pass holders will have their journey recorded in the ticket machine, but no ticket will be issued. 

1.2 The acceptance by a passenger of a ticket shall be held to constitute a contract between you and us on the terms of these Conditions of Carriage. 

1.3 On issuing a ticket to you it is important that you check the details contained in the ticket are correct immediately on receipt, including the fare paid and the date of travel. 

1.4 Where a concessionary pass has been issued to you, a contract has been entered into between us and the issuing authority for your benefit pursuant to these Conditions of Carriage. 

1.5 Concessionary passes issued by Central Bedfordshire and Hertfordshire are valid on all our services without time restriction. Passes issued by other English local authorities will only be valid for travel after 09:30. 

1.6 No Passes are valid on Excursions, Tours, or Private Hire trips.

1.7 It is the pass holder’s responsibility to ensure that the pass is in date and is being used in accordance with the local authority guidelines. 

1.8 All passes must be shown to the driver or other member of staff on first entry into the vehicle and are valid for the person shown on the pass and, if entitled, a carer travelling with you on the journey. 

1.9 We operate our vehicles on a first come first served basis and shall have no liability to you whatsoever if you cannot travel due to the fact that the vehicle you did intend to travel on is already full to capacity. Capacity will be reduced during periods of Social Distancing to reflect Government Advice and regulation.

2. Children’s Fares 

2.1 Children under five years of age, if not occupying a seat required by a fare paying passenger or pass holder, are carried free of charge, provided they are in the care of a fare paying or pass holding passenger, otherwise the appropriate child fare will be charged. 

2.2 Fares for older children are available up to the child’s 16th birthday. 

3. Maintenance of Service / Limitation of Liability 

3.1 We aim to provide a safe and reliable service. However, we occasionally cannot run our advertised services, sometimes because of factors which are outside our control, such as adverse weather conditions or unpredictable delays caused by traffic congestion, road works or diversions. 

3.2 In the event of the cancellation or withdrawal or delay or termination of any service or in the event of the service being otherwise unavailable to you due to the service being fully occupied or otherwise, we shall not be liable for any losses, damage costs or inconvenience that you suffer as a result. 

3.3 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. 

4. Stopping Places 

4.1 In most built up areas, vehicles will stop to pick up or set down passengers only at recognised stopping places which are normally identified by a “Bus Stop” sign. 

4.2 In areas where there are no designated bus stops within the space of half a mile (0.8km), vehicles will normally stop anywhere by request to pick up or set down passengers except on steep hills or at other dangerous points. It will be for the driver of any vehicle operated by us to decide at his sole discretion a safe pick up and set down point in such circumstances. 

4.3 Passengers wishing to board a bus should give a clear signal to the driver in good time. 

4.4 Passengers wishing to alight should notify the driver well before reaching the required stopping place. Passengers should then remain seated until the bus has stopped. 

4.5 Passengers must not attempt to board or alight while the bus is in motion. Except in an emergency, passengers must not speak to the driver while the bus is in motion and must not obstruct the driver’s vision or do anything else to distract the attention of the driver. 

5. Accompanied Luggage 

5.1 Passengers’ accompanied personal hand luggage is carried free of charge. Such luggage is accepted for carriage only at owner’s risk and the Company will not be responsible for the loss, wrong delivery or detention of, or for any delay or damage to, any luggage so accepted, unless caused by the negligence of the Company, its employees or agents. 

5.2 We reserve the right to refuse any unsuitable or awkward packages or an excessive amount or personal hand luggage or to charge at our discretion an additional adult fare where such luggage reduces the availability of accommodation to other passengers. Certain items cannot be carried under any circumstances in the interests of safety. These include accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol. 

5.3 Bicycles and prams will not be carried. Folding bicycles, safely and securely folded and stowed in the designated luggage pen, may be carried if there is space to do so. Pushchairs may be carried at the discretion of the driver but must be folded on boarding. 

5.4 Wheelchairs will only be carried if capable of being folded and if not being occupied by a person, animal, or object. Wheelchairs must be folded prior to loading. 


6.1 No passenger is permitted to ride on the platform or steps. 

6.2 In the interest of safety and protection of other passengers, the driver or conductor may refuse to carry an intending passenger if:(a) they are considered to be under the influence of alcohol or drugs;(b) they are violent to other passengers or to any of our employees or officials; and(c) there is not sufficient accommodation on a particular vehicle in order that we can ensure that we can comply with any authorised capacity limitations for that vehicle and Social Distancing compliance.

6.3 No standing passengers are allowed while the vehicle is in motion. 

6.4 In the event that you suffer an injury whilst travelling on one of our vehicles you must inform us as soon as possible. 

6.5 Items that may cause damage to person or property are prohibited. Anyone travelling with items which are “bulky or cumbersome, might be annoying to anyone on the vehicle, might cause injury or danger to anyone on the vehicle or might damage the vehicle or the property of someone on the vehicle” (Public Service Vehicle Regulations) must comply with the directions of the driver in respect of where on the vehicle the item is carried, and if required must remove the item from the vehicle. Prohibited items include, but are not limited to non-folding cycles, cans of fuel and unboxed televisions. 

6.6 The carriage of small canisters of oxygen is permitted for those passengers who are medically dependent on oxygen. 

6.7 Seatbelts are fitted to all seats and should be worn whilst the vehicle is in motion. 


7.1 Assistance dogs accompanying registered disabled persons are carried free of charge on all services. Dogs are not carried in any other circumstance. 

7.2 Birds in cages and other small animals carried in a passenger’s lap will be allowed to travel at the absolute discretion of the driver on safety grounds. 

8.General Conduct 

8.1 You must always follow the reasonable instructions of any of our employees, officials, or agents. 

8.2 Passengers must not at any time: 

(a) smoke or carry a lighted pipe, cigar or cigarette in or on any part of the bus; (b) act in a manner that could be deemed to disturb or offend other passengers or our employees or agents; (c) leave litter on the vehicle (except in the bin provided);(d) deface or damage any property belonging to us;(e) endanger safety; (f) consume alcohol; or (g) use any non-prescribed or illegal drugs. 

8.3 Should you fail to refrain from any activity that contravenes these terms and conditions when asked, we shall have the right to request you leave the vehicle and where we deem it necessary, to contact the police. You will not be entitled to a refund of your fare in such circumstances. 

8.4. In the event that you cause wilful damage to any of our vehicles we reserve the right to seek from you all reasonable costs we incur in rectifying any damage caused by you and reserve the right to report the matter to the police with a view to prosecution. 

9. Amendments 

9.1 These Conditions of Carriage may be amended by us at any time without notice. Such amendments will be posted on our website and in our vehicles.

10. Privacy Policy 

10.1 Use of your names and details for excursion booking purposes will not be used for any other purpose and will not be divulged to third parties unless required by Police or other government agencies.

11. Covid 19 Safety

11.1 All passengers must conform to the current instructions issued by the Government on the wearing of face coverings, social distancing and any other measures that may be introduced from time to time. 

Get in touch
Telephone 0300 123 3023 Email info@wanderbus.org.uk