Southend-on-Sea City Council

Southend Bus Passenger Charter

Before you travel:

1

Bus company websites will show information that helps you plan a journey

2

Frequently updated journey disruption information will be posted online or on social media

3

We will endeavour to operate all scheduled journeys, on time as much as is possible to do so

What you can expect at the bus stop

1

For marked stops, a bus stop flag with location name

2

Access to up-to-date timetable information, either in a timetable case or via the TravelEssex app

3

An area to stand so you can board the bus easily, and so the step-free accessible bus can pull up to the stop, unless there are exceptional circumstances

5

A bus that shows what service it is and where it’s going

5

Bus services that are planned to arrive and depart on time, depending on traffic conditions

During the journey you can expect

1

To pay using cash or contactless, and have a mobile app option for certain tickets

2

A standard wheelchair space

3

Buses that are cleaned inside daily and kept smart outside

4

Professional bus drivers who offer assistance to less able people and overall good customer service

What you can expect beyond your journey

1

A clear, consistent process for complaints, feedback and praise, with timely resolution

2

Bus companies and Southend-on-Sea City Council working together to improve your bus services via improvement plans, thinking of the needs of the travel market and consulting users
 

3

Bus companies and Southend-on-Sea City Council working together to comply with this customer charter

Please make the journey easer for fellow passengers by

1

Respecting bus drivers and their requests, other staff and fellow passengers

2

Telling us what needs fixing – buses, stops and shelters

3

Keeping your bus clean – keeping feet off seats, taking litter home

4

Always allowing a wheelchair user to use the dedicated wheelchair space

5

Sitting where possible – don’t stand at the front, blocking others