Customer Charter Our Commitment to You

Customer Charter Our commitment to you

January 2017 Contents Introduction

Page Our vision at First Cymru is to be the number one choice for public transport providing our customers with a safe, • Introduction 3 reliable and cost effective means of bus travel. • Keeping you informed 6 To demonstrate our commitments to you, we have • Buying a ticket 7 produced this Customer Charter which sets out our service • Customers with additional needs 8 pledges to our customers. We welcome comments on this • Bus service standards and facilities 10 Customer Charter. We will review it regularly to ensure that • How YOU can assist us 11 it meets our customers’ needs and that it is a fair reflection • Safety and environmental issues 12 of the level of service we aim to provide. Over the next few • Smoking policy 13 pages, you will find information on the service standards • Alcohol and drugs policy 13 you can expect to receive from us and how we are • Bicycles 13 committed to making your journey as easy as possible. • Surfboards 13 • Dogs 14 This Customer Charter applies to all bus services operated • Lost property 15 by First Cymru. • Responding to your comments 15 • Independent bodies 16 • Have your say 16 • The First Cymru commitment 17 • What is the First Cymru commitment? 17 • When can I claim? 17 • When is First at fault? 17 Aberystwyth • How do I claim? 18 • How to contact us 19 Aberaeron • How to catch a bus 20

Lampeter

Llandeilo

Haverfordwest Carmarthen Ammanford Milford Haven Tenby Llanelli Pontardawe Pembroke Burry Port Neath

Swansea Maesteg Port Talbot Newport

First Cymru bus services operating area Bridgend Porthcawl Cowbridge Cardi 2 3 We are committed to looking More specifically, we will: • Ensure that you are able to travel safely and in clean and after our customers’ interests comfortable conditions. and will continuously review • Do everything within our control to operate our services what we need to do to ensure as advertised. • Treat everyone fairly and equally regardless of disability, that we achieve that aim. gender, age, racial or ethnic origin, religion, belief or sexual orientation. • Treat you with courtesy and respect. More specifically, we will deliver consistent standards for all • Respond promptly to your enquiries. bus services as follows: • Investigate in detail any issues brought to our attention • The provision of clear printed timetable information with a view to addressing any concerns raised. (where this is not undertaken by the Local Authority). • Inform you of the standard of service you can expect • The maintenance of up-to-date roadside or bus station from us. information (where this is not undertaken by the Local If we fail to meet any part of these commitments, Authority). please let us know. • The provision of user friendly internet information services. • Accurate information and assistance during disruptions to our services.

4 5 Keeping you informed Buying a ticket

We know it’s important for you to get • A full range of Day, Week and Month information about our services prior to tickets can be purchased on bus. 3 starting your journey and on the day you wish Month, 6 Month and Annual tickets can to travel. Our aim is to provide you with: be purchased online from our website • Comprehensive, accurate and at www.firstgroup.com/etickets timely timetable information, • First Cymru participates in the local giving the service number, concessionary travel schemes. departure time and stops that will • Some multi-journey and student be displayed at each of our principal tickets are available through our bus stops. Information will also be m-ticket app. Full details can be available at major interchange points. found at www.firstgroup.com/buy-ticket/mtickets-faqs • Customer information produced in a In case of difficulty, contact our m-ticket helpline on format that is clear and user-friendly. 01282 688179 (Monday - Friday, 09:00 - 17:00) or by • Timetables and other information material emailing [email protected] at bus stations and other public locations. • We will seek to serve you in a professional and efficient way. • We will provide information in English and Welsh • Please ensure you always hold a valid ticket / pass while where ever practicable. We are striving to make all travelling on our services. First Cymru has a policy where of our information bilingual in time. a standard ticket (subject to terms and conditions of • Advance information informing customers of changes carriage) may be issued at the discretion of our to services as a result of Public Holidays, known road Inspection Team for the following ticket offences: works or special events that will be produced at least • Out of date ticket / pass two weeks in advance (where we are also notified by • Incorrect Zone usage the relevant body in a timely manner). Wherever • Over riding possible, such information will be displayed at relevant bus stops, bus stations and on our website. • Scanned and defaced ticket / pass • No ticket/pass presented on request • As much notice as possible in the event of unplanned or emergency service alterations. We will endeavour to • Any other ticket irregularities as identified by the keep disruption to a minimum. Inspection Team • Passes may be withdrawn where fraudulently used • New timetable leaflets at least two weeks prior to their commencement. • Please keep your ticket throughout your journey and afterwards. Should you have any issues, this will enable • A clearly identifiable bus route and destination. it to be inspected by our staff and, if necessary, help us All buses will show the correct number and destination to track any problem that may arise following your when in service and display the “Sorry, out of service”/ journey. “Dim gwasanaeth” sign when not in service. • Information about our services on our Internet site, www.firstgroup.com - there is also a Smartphone text version available. Traveline Cymru provides comprehensive information on all our bus services in both Welsh and English. First Cymru will continue to promote and support this national bus information service. Traveline Cymru can be contacted on 0800 464 0000 or by visiting the website at www.traveline-cymru.info.

6 7 Customers with additional needs

We are constantly looking at ways of improving services for our customers with limited mobility who wish to travel by bus. • We will try to provide spaces as far as is practicable in our vehicles for customers using standard wheelchairs or powered wheelchairs up to a maximum width of 67cm and length of 120cm. • Unfortunately, mobility scooters and other motor operated mobility vehicles cannot always be carried. If you would like us to undertake an assessment of your mobility vehicle for authorisation to travel, please contact our Customer Service team (see Contact Us on back page). They will make the necessary arrangements for you. You will then receive a “Passport to Travel” showing that your mobility vehicle is acceptable for transportation on our vehicles. • Our drivers will always endeavour to stop as close to any kerb as is possible and to use the ramp where fitted. All of our local bus services use low floor, easy access buses, We would expect our drivers to do this as a matter of designed to carry wheelchairs and buggies. Currently, we course, but please ask if this does not happen. can only carry wheelchairs on service X10 coaches if they are folded in the underfloor lockers. • First Cymru is pleased to support the Guide Dogs Travel Charter. For further information, please e-mail On board these vehicles there is a dedicated space for one [email protected] wheelchair user. If the wheelchair space is occupied by a non-wheelchair user, the driver will ask them to vacate the • We work closely with local disability groups to establish wheelchair space and move to another part of the vehicle. productive relationships. There is limited space for buggies on board our vehicles • We work closely with local organisations to promote and will vary according to the interior design of the vehicle. the Safe Places scheme which has been set up to offer If the spaces are already occupied, customers may be asked people with learning difficulties a place to go if they to fold the pushchair or buggy in order to travel. Wheelchair encounter a problem. First Cymru has agreed our staff users have priority over unfolded buggies on board the will do what they can to help a person in distress. You vehicle, please do not be offended if the driver asks you to can download your own Safe Journey card and Better fold your buggy and move to another part of the vehicle. Journey card from our website at http://www.ﬁrstgroup.com/ukbus/cymru/bus_access/ safe_journey_card/

8 9 Bus service standards and facilities How YOU can assist us

• We aim to operate all of our services to the published You can assist us in providing a safe and high quality bus timetable and try our best to ensure that they run on service by always ensuring that you: time. We regularly monitor the reliability of our services • Do not speak to the driver whilst the vehicle is moving and make changes to improve them. (unless in an emergency situation) . • We will continue to aim for improved standards of • Signal to the driver in good time that you wish to get on punctuality and reliability. or off the bus. • All our drivers will be adequately route trained and • Allow people off before you get on. familiar with the service they operate. • Say where you are going and, wherever possible, give • Wherever possible, in cold weather our buses will be the driver the exact fare. appropriately heated. We will try to ensure adequate ventilation in hot weather. • Please have your passes and fares ready for inspection when boarding the vehicle, including Concessionary • Our buses will be checked every day before entering Bus Passes. service to ensure that they are well maintained. • Hold on to the handrails when you stand or move down • Our buses will undergo a full inspection regularly. the vehicle. Sit down when seats are available and stay • We will review the bus service we offer regularly and seated until the bus has come to a complete stop at listen to the views of our customers when making any your destination. changes. The emphasis will be on improving services • Please ensure the volume on personal stereos, MP3 wherever possible in line with customer usage. players and other such appliances is kept to a minimum. • All drivers on our vehicles will be easily identifiable and • Always use the luggage racks, where available, and will present a good image and wear full uniform. avoid obstructing the aisles with baggage. • Certain causes of delay are outside the control of the • Please vacate seats for disabled passengers when bus industry. These include and are not limited to traffic required. congestion, vandalism, security alerts, road accidents and severe weather conditions which similarly affect • For the comfort of other passengers, please do not put other modes of transport. During such disruption we your feet on the seats. will always endeavour to keep our customers informed • Please refrain from eating and drinking items which and to provide alternative services, where possible. make the environment unpleasant for other customers or otherwise cause offence. Hot drinks must be in a container which has a lid. Please take your rubbish with you when you leave the bus. • A mother has the right to breastfeed her baby in public. This includes doing so on any of our buses. Please respect that babies need to be fed when they are hungry in order to avoid unnecessary distress. First Cymru fully supports this right.

10 11 Safety and environmental issues Smoking Policy • It is against the law for anyone to smoke on public transport and therefore a strict no smoking policy • The safety of our passengers is of paramount applies on all services operated by First. importance to us. • Drivers are not permitted to smoke on buses at any time. • All staff employed by First Cymru receive health and safety training as part of their induction training. • Electronic cigarettes are not permitted. • All our drivers are regularly tested for alcohol and drug consumption. Alcohol and Drugs Policy • We always ensure that all aspects of the business focus • Customers are not permitted to drink alcohol or have on safety issues. an open alcohol container on any of our services. • We are constantly reviewing health and safety issues • The driver may refuse to carry any passenger under and identifying areas for continuous improvement, thus the influence of alcohol and/or illegal drugs. reducing the risk to our staff and our customers. • We have set up internal communication systems to Bicycles ensure that all of our staff are aware of changes to • We can carry bicycles on our Swansea to Cardiff standards and to make sure our customers’ comfort and Express service, X10. Bicycles will be carried in the safety is given our highest priority. underfloor lockers. • First Cymru is committed to working in partnership with We are unable to carry bicycles on other services. the Welsh Government, local authorities, employers and However, folded bicycles will be carried where other agencies to promote green travel in the region. suitable space permits. • We respect environmental considerations in all aspects of our operation. Surfboards • Many of our vehicles are fitted with full CCTV for both • We are unable to carry surfboards on our normal customer and driver security. standard vehicles, although bodyboards can be carried at the discretion of the driver. Our customers’ well being • We train our drivers in advanced driving techniques to is of great importance to us and therefore our drivers ensure you are always safe when travelling on our will only allow large items to be carried if they feel it buses. will not jeopardise the safety of our passengers. • The environment is extremely important to us. We are constantly striving to reduce our energy usage and work more efficiently. All of our vehicles use ultra low sulphur diesel in order to reduce carbon emissions. • All of our vehicles are fitted with “DriveGreen” units which provide instant feedback to our drivers regarding their style of driving and enable drivers to make smarter and safer driving decisions on the road. • All of our sites have targets to reduce and recycle waste.

12 13 Dogs Lost property • A dog day rider fare may be applicable. • Acceptance is at the driver’s discretion. If you have any lost property enquiries for First bus services in Cymru, please contact the Customer Service team - • Where dogs are brought onto our services, customers details can be found on the back page of this booklet. are asked not to allow their dogs on the seat or to block the aisle. To claim your property, you will need to provide proof of identity. Perishable goods will not be kept for more than • Where there is more than one dog, please note that it is 24 hours. All other property will be kept for one month. at the driver’s discretion as to whether or not more than one dog is conveyed. In accordance with the Public Service Vehicles (Lost property) Regulations of 1978 Schedule 2, First Cymru • Recognised assistance animals travel free. charges a fee of £2.40 to claimants of lost property. If you are unable to collect your property from one of our depots, we will accept a SAE or collection by a courier at your cost and risk for us to send it on to you.

Responding to your comments

We greatly value your comments. We promise to genuinely and honestly investigate each and every complaint we receive. You will receive an initial acknowledgement within 5 working days and a full written response within 12 working days (except where a return telephone call has been requested). In the event that our investigation requires more than 12 working days, we will update you on a regular basis. We continuously monitor the feedback we receive. This information is used to improve our services. We acknowledge good service through our ‘Extra Mile’ award scheme. We encourage our customers to nominate members of staff they would like us to consider for such an award by visiting www.firstgroup.com/extra-mile-awards m o c . k c o t s r e t t u h S / l e v a r t d l r o w e k i 14 15 B Independent bodies The First Cymru commitment

Bus Users UK We are proud of our service. However, on occasions, things can go wrong and we may fail to deliver to our high BUS USERS Cymru, part of BUS USERS UK, formerly known as standard and to you, the customer. NFBU, is an independent group which was formed to give bus passengers a voice. If you feel that we have not dealt To recognise this, First Cymru is pleased to announce the with your complaint in a satisfactory manner, please contact new First Cymru Commitment. this independent mediation body. What is the First Cymru commitment? Bus Users Cymru, Sloper Road, Cardiff CF11 8TB Our Commitment to you is that when things do occasionally go wrong, we will recompense you for your Tel: 02920 221370 inconvenience with free travel. Email: wales@bususers.org When can I claim? For details of your local representative, The First Cymru Commitment entitles you to claim against please visit: www.bususers.org a failure where First Cymru was responsible for your delay. This would be where a bus or coach failed to operate, Have your say operated more than one minute early or more than 20 minutes late from a registered timing point.

We are fully committed to delivering a bus service that is When is First at fault? safe, reliable and service driven, but here at First Cymru, that We will offer a free day ticket where the problem was is not enough. We also want to know what you want, what caused by our failure through breakdown or an error you think, what products you like and what you would like on our part. to see more of. We regularly invite customers to join the various feedback events we carry out throughout the Examples of situations where we would not be responsible region and to have a view and say on a wide range of issues for failures are severe weather disruption, road closures, including: product development, service improvements, vandalism to a vehicle or industrial action. reliability and customer communications to name but a few. First is not liable for any loss (including consequential loss) If you would like to be invited to customer events, please or extra costs incurred as a result of a bus or coach delay or apply by e-mailing your contact details and address to the cancellation of a service. If you are travelling to meet a Customer Feedback Team on connection with another service, we would request you [email protected] allow sufficient time.

16 17 How do I claim? How to contact us If you feel that we have let you down and you wish to claim against a particular journey, simply retain your ticket or If you have any complaints, suggestions or comments pass and complete a First Cymru Commitment claim form. about our services or enquiries regarding fares or tickets, These are available to download from our website please contact us by one of the following methods. http://www.firstgroup.com/ukbus/south_west_wales/help_ contact/customer_care/ – or pick up from the bus stations Write to us at: in Bridgend, Port Talbot and Swansea as well as a variety of other First Cymru outlets. Heol Gwyrosydd Fill in the details of what happened and attach, where Penlan possible, the ticket from the journey involved plus key Swansea information particularly the time of your journey, the bus SA5 7BN route number and where your journey was to and from. E-mail us on: Once completed, simply seal with your ticket inside, and [email protected] post back to us at the address on the form. Telephone us on: Our team will then investigate your claim and will respond 01792 572255 to you within 10 workings days of receipt of your form. Please note that our Customer Service team is available For more details of the scheme, contact the First Customer from 07:00 to 19:00 Monday to Sunday. Service team (on opposite page). For information about our timetable, please visit www.firstgroup.com or call Traveline on 0800 464 0000 (calls Free). For Lost Property, please contact our customer service department on 01792 572255.

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