Coronavirus (COVID-19) - Customer Information
Our customers and staff are very important to us so that’s why we’re taking the threat of COVID-19 very seriously, your safety is our top priority. We are working alongside the Government and others in the industry to ensure we are following the latest advice to keep you safe on our coaches.
We have been awarded the Visit England’We’re Good to Go’ industry standard mark. Acquiring the Industry Standard mark means that our business has followed government and industry COVID-19 guidelines, has a Risk Assessment in place and a process to maintain cleanliness and aid social distancing For more information on the industry standard click here. Our certificate can be viewed here.
Our COVID-19 Risk Assessment can be viewed here. We understand that we have a range of customers all with different needs. If there is anything specific that you would like us to address in a risk assessment then please do get in touch.
Our safe operating procedure for dedicated home to school transport can be viewed here.
The UK Government safer travel guidance for passengers can be found here.
Q. Are you still open?
Yes, but in line with guidance from Government and to help keep our colleagues as safe as possible, we are currently operating with limited staff in our office and depot.
Q. Can we re-schedule our trip/journey?
We understand that many of our customers that have bookings in the coming months, are uncertain of what to do. Please be assured that we are happy to re-schedule your bookings, once an alternative date can be decided upon, and transfer any deposits paid.
Q. Can we book a coach during these times?
Yes you can. For all general or booking enquiries, please email firstname.lastname@example.org and we will get back to you as soon as possible. We have limited staff in our booking office so please only telephone if the matter is urgent.
Q. What are you doing about social distancing?
For passenger safety and the safety of our staff, we are currently operating coaches at a reduced seating capacity. In line with UK Government guidance you should maintain a 1 metre distance where possible and take suitable precautions such as…
- washing or sanitising your hands regularly.
- covering your mouth and nose with a tissue or the inside of your elbow when coughing or sneezing.
- travelling side by side or behind other people, rather than facing them.
- touching as few surfaces as possible.
- minimising the time spent close to other people, where possible.
- avoiding loud talking, shouting or singing.
- disposing of waste safely.
Normally passengers will sit one per row next to the window. However, it is possible that passengers from the same household or bubble could sit together.
In line with the Department for Education guidance, on dedicated school transport (services that are used only to carry pupils to school). Social distancing rules will not apply. However, for the safety of our staff we are insisting that passengers sitting in the front row wear a face covering.
Q. What measures do you have in place to reduce the spread of the virus?
We are stepping up our normal cleaning practices with additional sanitising throughout the day to keep passengers safe. All high contact areas are disinfected before and after each journey. We are encouraging good hand hygiene for our drivers and have supplied them with hand sanitiser and anti-bacterial wipes. Everyday the drivers must confirm and record that they are free of any symptoms of COVID-19 and we have introduced contactless body temperature recording procedures.
Q. Do I have to wear a face covering whilst travelling?
Yes. In line with the latest Government guidance, any passengers aged 11 and over will be required to wear a face covering on all private hire, unless they are exempt for health and disability reasons. This is because passengers will be travelling with individuals from different households or support bubbles. We do encourage you to follow the Government guidance on wearing a face covering.
The Department of Education advises children and young people to wear a face covering when travelling on dedicated school transport. All of our school clients have asked us to encourage the students to wear a face covering whilst travelling to and from school. For more information please refer to our safe operating procedure for dedicated home to school transport.
Q. Are your drivers legally required to wear face coverings?
No, however the Company is strongly encouraging drivers to wear a face covering wherever possible. The drivers will wear a face covering when outside of the coach on a school/clients premises.
Q. Are there any extra measures I should take before and after travel?
For the protection of others we kindly ask that any customers showing symptons of COVID-19 follow the NHS guidance and STAY AT HOME. Please take care of your health and protect others by regularly and thoroughly cleaning your hands with an alcohol-based hand rub or wash them with soap and water often and for at least 20 seconds.
If you have any further questions please do not hesitate to get in touch.