Integrated Transport Unit

4. Conditions of Carriage

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Conditions of Carriage

Local bus services - Conditions of carriage

On this page:

Introduction
General conditions
Conduct of passengers
CCTV
Getting on and off the bus
Carriage of wheelchairs, mobility scooters, small prams and buggies
Wheelchairs
Mobility scooters
Pushchairs and prams
Carriage of bicycles
Luggage
Animals
Lost property
Fares and ticketing
Concessionary travel schemes
Complaints, comments and suggestions
Data protection
Amendments
Legal notice

1. Introduction

1.1. Pembrokeshire County Council values your custom and will endeavour to ensure you travel safely and in comfort on a clean, reliable bus service.

1.2. This document contains the Conditions under which we carry you and applies to anyone who travels with us on our local bus services.

1.3. Our Conditions are consistent with the relevant statutory regulations, including those relating to the conduct of passengers and lost property and do not affect your statutory rights.

1.4. Conditions may vary on certain services operated on behalf of other organisations. Any variations will be publicised locally.

2. General conditions

2.1. 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.

2.2. 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.

2.3. We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.

2.4. 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.

3. Conduct of passengers

3.1. 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.

3.2. When travelling with us you must not:

Smoke, vape or use matches, lighters or use anything that produces a naked flame;
Carry any dangerous or hazardous substances such as liquid cell batteries, chemical, open cans of paint, petrol or flammable liquids in any form, explosives, ammunition, weapons or combustible or otherwise hazardous materials;
Wear motor helmets, ski masks or any other clothing designed to obscure the face other than for religious reasons;
Board with any bulky items that would cause the gangway to be blocked or could harm other passengers;
Be excessively under the influence of alcohol or be under the influence of illegal drugs;
Behave in a manner that is abusive or threatening or which causes offence to other customers or our staff;
Eat or drink anything which generates litter and/or makes the environment unpleasant for other customers or otherwise causes offence;
Consume alcoholic substances;
Play loud music or operate a personal device at a volume which may be heard and could be considered annoying by other passengers;
Discard rubbish or other items on the bus;
Throw or trail any article from the vehicle;
Wear roller skates, roller blades or unsuitable footwear, or use scooters or skateboards on the vehicle;
Wear soiled working clothes or carry soiled items which might stain or damage the seats or other customers’ clothing or possessions;
Except in an emergency, talk to the driver whilst the bus is moving, obstruct the driver’s vision or otherwise distract them;
Distribute leaflets, papers or other articles or offer anything for sale or collect for charity without our prior written consent;
Interfere with equipment fitted on the vehicle;
Deliberately damage or deface any part of the vehicle;
Travel in any section of the vehicle which is not designed for carrying passengers;
Remain on the vehicle when directed to leave by the driver or a Council official.

3.3. All passengers must:

Follow the instructions of our staff and act in a manner which shows due regard for the safety and comfort of other customers and Council employees, including 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;
Comply with all notices and legal signage displayed on the vehicle;
Ensure that small children are supervised at all times when on the vehicle. The minimum age that children can travel unaccompanied by an adult on our services is normally 11 years of age. If you would like discuss the possibility of unaccompanied travel for child younger than 11 please contact us on 01437 764551 or by email public.transport@pembrokeshire.gov.uk;
Wear seat belts if the vehicle you are travelling on is fitted with seat belts and you are legally required to wear it;
Notify a member of staff immediately if you sustain an injury whilst boarding, travelling on or getting off a bus, or if you feel unwell during your journey;
Notify a member of staff immediately if you see an abandoned bag or package, any item which you consider suspicious or any suspicious behaviour;
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;
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;
Present tickets and passes to the driver when requested to do so.

3.4. Intending customers who, in the opinion of the driver or other Council officer, appear likely to behave in an antisocial manner or who appear to be under the influence of alcohol, drugs or solvents may not be allowed to travel.

3.5. If you are in breach of these or other statutory regulations you will be obliged to give your name and address to a Council officer or may be restrained or removed from the bus or our premises by a Council officer, a police officer or a community support officer and refused further travel without refund.

3.6. 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.

3.7. Whilst we will do everything we reasonably can to control conduct of other customers, we cannot be held responsible for their conduct.

4. CCTV

4.1 Buses and premises may be fitted with audio CCTV to provide added security for our customers and staff. Appropriate signage will be in place where audio CCTV is in use and the video and sound recordings used solely for the monitoring of safety, security, service quality and in support of relevant criminal and civil legal proceedings and complaint investigation. Images of you may be provided to the police, DVSA, the Traffic Commissioner or any other enforcement agency at their reasonable request.

4.2 Our CCTV equipment and systems are operated in full accordance with the General Data Protection Regulation and the Data Protection Act 2018. You can view our Privacy Statement regarding CCTV on School Transport

5. Getting on and off the bus

5.1 In most urban areas, buses will normally pick up and set down passengers at marked bus stops. In certain places, separate stops will be allocated to specific services.

5.2 At all bus stops, you must give a clear signal to the driver that you wish to board, giving them sufficient time to stop safely at the marked stop.

5.3 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 a designated bus stop such as traffic lights and road works etc

5.4 You must not attempt to board a bus once it has left its designated stand in any bus station

5.5 You must not use the emergency exits on any vehicle except in a genuine emergency or when directed by the driver or other official.

5.6 In areas where there are no designated bus stops, buses will stop on request providing that the Driver considers that 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.

5.7 When you come to alight, you should ring the bell once in good time to alert the driver. For your comfort and safety, please give the driver sufficient time to be able to slow down properly for your stop. For your safety, and that of others, do not attempt to leave your seat or the vehicle until the driver brings it to a complete stop.

5.8 At bus stands and stations, passengers cannot be picked up once the driver has signalled his intention for the vehicle to leave the stand.

5.9 When travelling on pre-booked demand responsive services, e.g. Fflecsi, your pick-up and drop-off points will be confirmed to you in advance of the journey. It is your responsibility to ensure you are at the agreed pick-up point at the correct time. If there is sufficient space on the vehicle, non pre-booked passengers will only be permitted to travel on Fflecsi services if boarding and alighting from the same stop as pre-booked passengers that are already on the schedule.

6. Carriage of wheelchairs, mobility scooters, small prams and buggies

6.1 We will always try to use low-floor and/or wheelchair accessible vehicles wherever possible. However, there may be occasions when we cannot do so for technical, operational or other reasons. We reserve the right to substitute without notice a low-floor or wheelchair accessible vehicle with another type of vehicle, at our absolute discretion.

6.2 Provided they meet the size and weight limits set out below and there is sufficient space, we are able to accommodate one wheelchair or mobility scooter on buses built to the Public Service Vehicle Accessibility Regulations 2000 (PSVAR). On some of our vehicles, it may be possible to accommodate an additional mobility scooter in a designated buggy/scooter space. Signage on the vehicle will make clear where there is a designated buggy/scooter space. We cannot accommodate wheelchairs or mobility scooters on vehicles that do not have the appropriate facilities.

6.3 We cannot carry wheelchairs or mobility scooters which, combined with the weight of the occupant, are heavier than the safe working limit of the wheelchair ramp (in general, the safe working limit is 300kg of total weight although the driver will always have the discretion to evaluate and determine whether the maximum weight limit is likely to be exceeded in the circumstances).

6.4 Our drivers are required (and trained) to provide reasonable assistance to wheelchair users or disabled Customers. Inconsiderate car parking or other factors may prevent the vehicle from being positioned sufficiently close to the kerb to allow a wheelchair user to get on or off safely. In this case the driver will try to identify a safe place to pull in as close to the bus stop as possible.

6.5 It is the Customer’s responsibility to ensure that their wheelchair, mobility scooter, pram or pushchair is safely positioned within the designated area and that they adhere to any notices applicable to that area and ensure that it does not obstruct or block any exit or gangway.

6.6 In the unlikely event that your wheelchair or other mobility equipment or assistive device is damaged or lost as a result of our negligence during the course of the journey, we will provide compensation up to the cost of repair or replacement in accordance with EU Regulation 181/2011.

6.7 If you have any questions about accessing our services with a wheelchair, a disabled buggy or an approved mobility scooter, please contact us on 01437 764551 or by email public.transport@pembrokeshire.gov.uk.

7. Wheelchairs

7.1 Wheelchair users have priority over everyone else for the use of the designated wheelchair space, since this is the only place in which they can travel safely. Non-wheelchair users, unlike wheelchair users, will normally have a choice about which part of the bus to sit or stand in. Common decency and respect for wheelchair users should mean that Customers without disabilities make way for them wherever reasonable to do so. Customers are required to offer reasonable cooperation in allowing proper use of the designated wheelchair area. If someone in a wheelchair wishes to get on and there is space elsewhere on the vehicle, Customers will be required by the driver to vacate the space provided it is reasonable for them to do so, including repositioning small prams or mobility scooters where possible and folding any buggies and storing these in the luggage space where available. However, no-one already travelling will be asked to get off the bus in order to accommodate a wheelchair user.

7.2 The dimensions of the wheelchair space permit the carriage of a wheelchair no longer than 1200mm and no wider than 700mm (the dimensions of a standard ‘reference’ wheelchair as specified in the Public Service Vehicle Accessibility Regulations 2000).

8. Mobility scooters

8.1 There is no legal requirement to carry Mobility Scooters, however, we are committed to the CPT Code for Mobility Scooters

8.2 We accept Class 2 mobility scooters (as designated by the Department for Transport) provided the mobility scooter does not exceed 1000mm long and 600mm wide with a maximum turning circle of 1200mm.

8.3 Customers will only be permitted to bring their mobility scooter onto the vehicle if they can control and manoeuvre it safely when boarding and alighting the vehicle, and when positioning their scooter in the vehicle. If the Driver has any concern about this, we reserve the right to request that the customer undertakes an assessment to demonstrate that they can safely board and alight the vehicle and to refuse travel until this assessment has been satisfactorily completed.

8.4 Once on board, customers must put their mobility scooter in the designated wheelchair space, reversed up to the backrest. The scooter motor must be switched off and the scooter parked in gear to avoid movement. If the wheelchair space is already occupied by a wheelchair, it will not be possible for the scooter user to travel.

8.5 It is a requirement that the passenger remains on the mobility scooter once it is parked in the designated wheelchair space, using the handrails provided to assist with safety and stability.

8.6 Scooters must be maintained in good working order. No battery or electrical or mechanical equipment should be exposed or be leaking any fluid. Scooters must not be modified or customised such that they represent an obstruction or other hazard to other passengers, and must not be overloaded with any items which would make the scooter unstable (e.g. shopping bags).

8.7 More information about the CPT Code for Mobility Scooters (opens in a new tab)

9. Pushchairs and prams

9.1 Subject to space being available and the discretion of the driver, we will carry small prams and unfolded buggies on low floor buses within the designated area but only when it is not required by a passenger in a wheelchair or approved mobility scooter (passengers in wheelchairs have absolute priority by law). Prams and buggies must not block the aisle of the vehicle at any time.

9.2 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, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter) including repositioning small prams, folding any buggies and storing them in the luggage space. Failure to comply with this requirement will comprise a breach of Section 3 above and may lead to further action as set out in that Section.

9.3 Empty pushchairs or pushchairs carrying luggage must be folded and accommodated in appropriate luggage areas where safe to do so and with consideration for other Customers and their belongings. We will not accept liability for loss of or damage to pushchairs and prams.

10. Carriage of bicycles

10.1 Due to space and safety considerations, non-folding bicycles cannot be carried inside our buses.

10.2 Folding bicycles, safely and securely stowed in the designated luggage area, ideally in a suitable bag or box, may be carried on all vehicles.

10.3 Non-motorised scooters may not be carried on the upper deck of double deck vehicles but should be stored securely in the lower deck luggage area.

11. Luggage

11.1 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.

11.2 On services operated by buses, as opposed to coaches, 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.

11.3 You remain responsible for any items you bring. You may not be allowed to travel if, for example, the available space for carriage of luggage is already full or, if, in the opinion of the driver, your luggage or belongings will block gangways and access to emergency exits on the bus. 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 Council officer in your presence if, for reasons of security, it is considered necessary to do so.

11.4 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. Paint may only be carried in original and properly sealed containers of 5 litres or less.

11.5 In the interests of safety, certain items cannot be carried under any circumstances. These include accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol.

12. Animals

12.1 One accompanied, well-behaved dog or other small animal which will not be a danger or a nuisance for other customers or our staff is allowed to travel with you on our buses at the discretion of the driver who may reasonably decide where on the bus the animal is best carried. Where appropriate, dogs must be muzzled or put on a lead in accordance with the Dangerous Dogs Act.

12.2 All animals carried must be caged, boxed or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the seats. If you bring an animal onto a bus, you will be held responsible for any damage, loss or injury arising from its presence on the bus. In cases where animals cause a nuisance or inconvenience to other Customers, Customers may be asked to leave the vehicle. A charge will be made for cleaning the vehicle if any animal should soil the vehicle and for repairs should any damage be caused. We cannot be held liable for any inconvenience or loss caused to a Customer if they are refused travel or asked to leave under these circumstances.

12.3 Guide dogs, hearing or assistance dogs accompanying registered disabled persons are carried free of charge at any time. Assistance dogs should wear their harness or identification jacket when travelling.

13. Lost property

13.1 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 one month.

13.2 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 to a charity nominated by Pembrokeshire County Council. All computers, phones and other electronic items containing data will be securely wiped of all data and disposed of, with any proceeds donated to charity.

13.3 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.

13.4 In the case of debit and credit cards, any payment cards that are handed in are securely destroyed. If you have lost your payment card, please contact your bank immediately.

13.5 To reclaim lost property, you should contact Pembrokeshire County Council on 01437 764551 or email public.transport@pembrokeshire.gov.uk. Under normal circumstances, you will need to collect the lost property from the Pembrokeshire County Council office or depot at which the lost property is being stored. If we agree to post the property back to you, you will need to pay the cost of postage and packaging in advance. Our arrangements comply with the relevant legislation.

14. Fares and ticketing

14.1 A comprehensive ‘Guide to tickets’ is available on our website.

14.2 Whenever you board a bus you must either:

show the driver a valid prepaid or mobile ticket, pass or other form of authority to travel, which the driver will check to confirm validity for the journey you are making. When travelling with Concessionary Travel Pass it must be presented to the reading equipment so that its validity may be checked and your journey recorded; or
pay the fare for the journey you intend to take to the driver or conductor whether specifically requested to do so or not.

14.3 When you make payment to the driver or conductor, you should ensure that you are given a new ticket issued from the ticket machine which corresponds with the amount you have paid and is valid for your entire journey. You can pay using cash or contactless payment. We do not accept payment by cheque or foreign currency.

14.4 Where paying by cash, please use exact change wherever possible. You should check any change and point out any discrepancies immediately as we cannot correct mistakes later. Drivers are not able to accept £50 notes and may not always have sufficient change for other large denomination notes. In certain locations, where the driver has insufficient change, he may provide you with a Change Voucher in lieu of cash, which may be redeemed at a Pembrokeshire County Council office.

14.5 Where using contactless payment, you are responsible for ensuring that your card is not damaged. If, when you card has been presented to the reader, it does not work, it is your responsibility to either present another card or another form of payment.

14.6 Certain Vouchers and Warrants may be used instead of cash. Appropriate details are normally set out on the Voucher or Warrant.

14.7 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.

14.8 You must retain your ticket, pass or other relevant documentation (including contactless payment card) for inspection by a Pembrokeshire County Council Official on demand throughout your journey. We are not obliged to replace your ticket, pass or permit to travel if it is lost, mislaid or stolen. If you are unable to show this, or if it has expired or been altered or tampered with, you will be liable to pay the relevant Standard Fare the journey. Where your ticket, payment or authority to travel is held on your mobile phone, you must ensure that your phone is available for inspection if required. If your phone has been lost or there is insufficient battery power to show the relevant information, you will be liable to pay the relevant Standard Fare for the journey. We will not refund you this fare if you later find the missing ticket or other document. Details of any Standard Fare can be found on Pembrokeshire County Council’s website.

14.9 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 ticket for the whole journey and to carry any associated identification required for the purchase of the ticket you hold, such as student ID, proof of age etc, with you whilst travelling. 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 are liable to prosecution if you do not hold a valid ticket, pass or other relevant documentation.

14.10 No customer will be permitted to use a ticket, pass or other travel mandate which has:

Been damaged, mutilated or defaced;
Been issued for use by another person on terms that it is not transferable;
Expired; or
In the reasonable opinion of the driver or a Council official, been obtained fraudulently.

14.11 Single or return fares purchased on bus are normally calculated with reference to fare stages. If you board a bus at a location which is not a fare stage, you will be charged from the previous stage. Similarly, if you alight at a location which is not a fare stage, you will be charged to the subsequent fare stage. In certain areas a number of stops may be grouped together as one fare stage. If you are travelling in areas where zonal fares apply, your fare will be determined by the number of zones travelled in or through. You may not break your journey when travelling on a single or return fare unless local publicity specifically advises that this is possible. For some journeys, you may buy a return ticket which is usually cheaper than two single tickets. Return tickets are usually valid only on the day of purchase, unless clearly advertised otherwise, and sometimes have time restrictions as to their validity. It is your responsibility to check the validity conditions of a return ticket. 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 for validation. They are valid for one single journey in each direction. Multi-trip tickets cannot be used by more than one person during the same journey.

14.12 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.

14.13 Children aged under 16 and any person of any age who, in the opinion of the driver, is vulnerable, at risk or in distress, and unable to pay their fare, will be carried at all times, providing their name and address can be given in order that the fare due may be collected at a later date together with any reasonable administrative costs.

14.14 There is no charge for up to 4 children under 5 years of age when travelling with another responsible passenger, providing they do not occupy a seat to the exclusion of a fare paying passenger or are seated in a buggy in an appropriate space on the vehicle. Additional children will be charged as if they were aged 5 or over. Details of child fares and acceptable documentation for proof of age are available on Pembrokeshire County Council’s website.

14.15 Decisions on applications for ticket refunds will be made at our entire discretion and any refund agreed may be subject to a reasonable administration charge.

14.16 If our ticket equipment is not functioning properly and as a consequence is not able to produce tickets, you must still pay the correct fare for your journey.

15. Concessionary travel schemes

15.1 Concessionary travel schemes for many categories of passenger are operated by local authorities in England, the Scottish Government and the Welsh Government. The terms, rules and conditions applying to these schemes are the responsibility of, and the validity of individual passes is determined by, the pass issuing authority.

15.2 Concessionary passengers must comply with all aspects of these Conditions, in addition to the issuing authority’s rules and conditions. Where required locally to do so, when making a journey using a concessionary travel pass you must advise the driver of your intended destination.

15.3 If you hold a valid concessionary permit or pass, you must show it to the driver every time you get on one of our vehicles and, where required to do so, you must present the pass to the on-board ticket equipment to ensure its validity. In some areas, you will be issued by the driver with a zero-value ticket when making such a journey, and you must retain this for the duration of your journey. Where applicable, your concessionary permit or pass will not be considered valid if the ticket equipment does not recognise it to be so.

15.4 Where a concessionary travel pass permits the pass holder to be accompanied by a companion, one companion shall be carried without payment of a fare or at the appropriate concessionary fare as specified by the pass issuing authority and subject to its conditions for the use of the pass. A companion must get off the bus at the same bus stop as the concessionary pass holder (or any prior bus stop) or must have or purchase a valid ticket for any further travel beyond that bus stop unless a specific exemption applies. Any concessionary pass holder observed soliciting other passengers to offer them a free or reduced price journey shall have their pass details reported to the pass issuing authority.

15.5 Where 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 issuing authority and/or refuse further travel and/or withdraw the pass, as appropriate.

15.6 We participate in the Welsh Government’s Concessionary travel scheme for older and disabled passengers (administered by Transport for Wales) and the MyTravelPass scheme for 16-21 year olds

15.7 For further information about these schemes please see:

16. Complaints, comments and suggestions

16.1 We welcome suggestions and complaints because they help us to improve our services and put things right when they have gone wrong. We want people to contact us rather than just stop using our services. We will handle complaints with tact and consideration and never take them personally. We know that customers want to be taken seriously more than anything else. When we have failed, we will offer a sincere, speedy apology and a genuine commitment to avoiding a repetition.

16.2 If you wish to report an issue or make a complaint, please provide details of the service number, date, time and location so that we have sufficient information to follow it up.

16.3 All suggestions and complaints whether in writing, by email, in person or by telephone will be investigated and dealt with in accordance with Pembrokeshire County Council’s Complaints Policy. When comments or complaints are about matters outside our control, we will forward them to the relevant organisation and explain that we have done this.

16.4 You can contact us as follows:

By phone: 01437 764551
By email: public.transport@pembrokeshire.gov.uk
In writing: Pembrokeshire County Council Integrated Transport Unit, County Hall, Haverfordwest SA61 1TP.

16.5 If you are not satisfied with our final response to your complaint, you have the right to appeal to Bus Users UK, the approved Alternative Dispute Resolution body for the UK bus and coach industry:

Bus Users UK,

Tel: 0300 111 0001

email: complaints@bususers.org

website: Bus users (opens in a new tab)

17. Data protection

17.1 In any circumstances where we collect your personal data, in connection with a retail transaction, a customer survey or other purpose, we will only collect and process your data in accordance with the principles contained in the General Data Protection Regulation and the Data Protection Act 2018.

17.2 You can view our Privacy notice for passenger transport services online

18. Amendments

18.1 These Conditions apply to Pembrokeshire County Council and replace all previous Conditions of Carriage applying to all or any of our services. These Conditions may be amended at any time and any revision will be advertised on our website.

19. Legal notice

19.1 The governing law for these Conditions shall be the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction. Should any provision of these Conditions be invalid or unenforceable this shall not affect the validity and enforceability of the remaining provisions. These Conditions constitute the entire agreement between Pembrokeshire County Council and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.

ID: 196, revised 11/10/2024