These Conditions of Carriage apply to ARG Travel registered local bus services, subject to the exceptions and legal protections explained below. They are original ARG Travel terms informed by established bus-industry practice, including ARG Travel’s published conditions, and do not represent legal approval by ARG Travel or an independent solicitor.
Contents
1. Introduction
1.1 ARG Travel Limited (“ARG Travel”, “we”, “us” or “our”) is committed to providing safe, reliable, accessible and comfortable passenger transport throughout Lanarkshire and surrounding areas.
1.2 These Conditions of Carriage apply to passengers travelling on our registered local bus services, except where specific contractual or statutory conditions take precedence.
1.3 Dedicated school transport, private hire and other contracted services may be subject to additional requirements imposed by the relevant local authority, Strathclyde Partnership for Transport (SPT), school or contracting organisation.
1.4 These Conditions of Carriage do not remove or restrict any rights passengers have under applicable legislation.
1.5 Our drivers and other employees are expected to treat all passengers fairly, respectfully and professionally. We expect passengers to extend the same courtesy to our staff and fellow travellers.
2. Operation of Services
2.1 We aim to operate all registered services in accordance with their published routes and timetables.
2.2 Circumstances including traffic congestion, roadworks, accidents, adverse weather, vehicle breakdowns, emergency road closures and other unforeseen events may cause delays, diversions or cancellations.
2.3 Where reasonably practicable, ARG Travel will communicate significant disruptions through its website, service notices or other appropriate channels.
2.4 Drivers must serve all designated stops on their registered route where it is safe and lawful to do so, unless an authorised diversion or other legitimate operational or safety restriction applies.
2.5 Drivers must not omit sections of a route, terminate journeys early or alter a registered service without appropriate authorisation, except where immediate safety or legal requirements make this necessary.
2.6 Connections with other services are not guaranteed unless expressly advertised as guaranteed connections.
2.7 We will consider requests for refunds or reasonable assistance where a service fails to operate. Any legal entitlement to a refund, compensation or other remedy remains unaffected by these Conditions of Carriage.
3. Passenger Conduct
3.1 All passengers must behave in a manner that protects the safety, security and comfort of everyone on board.
3.2 The following behaviour is prohibited:
- Threatening, abusive, intimidating or violent behaviour.
- Harassment, discrimination or offensive conduct towards passengers or staff.
- Spitting at or assaulting any person.
- Smoking or vaping.
- Consuming alcohol or using illegal drugs.
- Deliberately damaging or vandalising the vehicle.
- Playing excessively loud music or creating unreasonable noise.
- Throwing objects inside or outside the vehicle.
- Obstructing doors, gangways, emergency exits or the driver's view.
- Interfering with safety equipment, ticket machines or vehicle controls.
- Distracting the driver while the vehicle is moving.
- Leaving rubbish or causing deliberate mess or damage.
3.3 Passengers must comply with reasonable safety instructions issued by the driver or an authorised company representative.
3.4 Serious misconduct may be reported to Police Scotland and, where relevant, the contracting authority.
3.5 ARG Travel reserves the right to take lawful and proportionate action to protect passengers and employees, including refusing carriage where permitted by law. Particular care must be taken where a child or vulnerable passenger is involved.
4. Fares and Tickets
4.1 Passengers must pay the correct fare or present a valid ticket, concessionary card or other accepted authority to travel.
4.2 Tickets and passes must be presented to the driver or ticket-reading equipment when boarding.
4.3 Passengers must retain tickets and evidence of entitlement for inspection during their journey.
4.4 The conditions and validity of individual ticket products will be displayed or made available through ARG Travel's published fare information.
4.5 Fraudulent use of tickets or concessionary passes may be reported to the relevant issuing authority.
4.6 Where a passenger has difficulty paying, the driver must follow ARG Travel's procedures, particularly where the passenger is a child, vulnerable or at risk.
4.7 Drivers must not abandon a child or vulnerable passenger because of a fare dispute.
4.8 Refunds for unused or incorrectly issued tickets will be considered in accordance with applicable law and the relevant ticket conditions.
5. Concessionary Travel
5.1 ARG Travel accepts valid concessionary travel cards in accordance with the Scottish Government's applicable concessionary travel schemes and the eligibility of the service concerned.
5.2 Passengers must present and correctly validate their card when boarding.
5.3 A passenger who cannot produce or validate their card may be required to pay the appropriate fare, subject to the company's safeguarding procedures and any applicable scheme rules.
5.4 Drivers must follow the correct ticket-machine procedures when recording concessionary journeys.
5.5 The use of another person's concessionary travel card is prohibited.
6. Children and Vulnerable Passengers
6.1 ARG Travel recognises its responsibility to safeguard children and vulnerable passengers.
6.2 A child must never be left stranded or placed in an unsafe situation because of an inability to pay, a ticketing issue or another routine operational matter.
6.3 Where a child or vulnerable passenger appears distressed, lost or at risk, the driver must contact management and follow the company's safeguarding procedures.
6.4 Where a child is travelling on dedicated school transport, the driver must follow the applicable school transport instructions, including procedures for a missing parent or responsible adult.
6.5 Drivers must not leave a pupil unattended at a stop where the applicable school transport arrangements require a responsible adult to receive them.
6.6 Any safeguarding concern must be reported promptly to ARG Travel management and, where appropriate, the school, local authority, police or emergency services.
7. Accessibility and Disabled Passengers
7.1 ARG Travel is committed to treating disabled passengers with dignity, fairness and respect.
7.2 We will provide reasonable assistance to disabled passengers in accordance with applicable accessibility and equality legislation.
7.3 Wheelchair spaces, ramps, lifts and other accessibility equipment must be used in accordance with the vehicle's operating instructions and applicable legal requirements.
7.4 Passengers using wheelchairs have the legally applicable priority for designated wheelchair spaces. Other passengers must cooperate with reasonable requests to make these spaces available.
7.5 Drivers must provide required assistance with boarding and alighting where safe and practicable.
7.6 Passengers must not be refused travel solely because of a disability.
7.7 Where a particular vehicle cannot safely accommodate a passenger's mobility equipment, staff must explain the situation respectfully and seek appropriate assistance or alternative arrangements where reasonably possible.
7.8 Assistance dogs accompanying disabled passengers will be carried free of charge.
7.9 Priority seating should be made available to passengers who need it, including disabled people, older passengers and pregnant passengers.
8. Prams, Pushchairs and Mobility Equipment
8.1 Prams and pushchairs may be carried where sufficient safe space is available.
8.2 Passengers may be asked to fold a pushchair or move it to allow a wheelchair user to access the designated space.
8.3 Pushchairs and other equipment must not obstruct aisles, doors or emergency exits.
8.4 Mobility scooters may be carried only where permitted by the vehicle's specifications, applicable safety requirements and ARG Travel's published mobility scooter policy.
8.5 The driver may give reasonable instructions regarding the safe positioning of equipment.
9. Passenger Safety
9.1 Passengers must board and leave the vehicle carefully, using handrails and other safety equipment where appropriate.
9.2 Passengers should remain seated where seating is available and must hold a handrail or support when standing.
9.3 Standing passengers must not exceed the vehicle's authorised standing capacity.
9.4 Seat belts must be worn where required by law.
9.5 Passengers must not attempt to board or leave a moving vehicle.
9.6 Passengers must not interfere with emergency doors, alarms or other safety equipment except in a genuine emergency.
9.7 Any injury, accident, hazard or safety concern should be reported to the driver as soon as reasonably possible.
9.8 Passengers must not pressure a driver to undertake an unsafe manoeuvre, stop at an unauthorised location or disregard road traffic legislation.
10. Luggage and Personal Belongings
10.1 Reasonable personal luggage may be carried where space permits and it can be transported safely.
10.2 Luggage must not obstruct gangways, doors, wheelchair spaces or emergency exits.
10.3 Passengers are responsible for keeping their belongings secure.
10.4 Dangerous, explosive, flammable or otherwise prohibited materials must not be carried.
10.5 Large items may be refused where their carriage would create a safety risk.
10.6 ARG Travel's liability for loss of or damage to belongings will be determined in accordance with applicable law. Nothing in these Conditions of Carriage excludes liability where doing so would be unlawful.
11. Animals
11.1 Assistance dogs will be carried free of charge.
11.2 Other well-behaved domestic animals may be carried at the driver's reasonable discretion, subject to safety, available space and any published company policy.
11.3 Animals must remain under proper control and must not cause danger or unreasonable disturbance.
11.4 Animals must not occupy passenger seats.
11.5 The person responsible for an animal may be held liable for damage or injury caused by their failure to control it, where legally appropriate.
12. Lost Property
12.1 Passengers who lose an item on an ARG Travel vehicle should contact the company as soon as possible.
12.2 We will make reasonable efforts to identify and return lost property to its rightful owner.
12.3 Proof of ownership may be required before an item is released.
12.4 Unclaimed property will be handled in accordance with applicable legislation and company procedures.
12.5 ARG Travel cannot guarantee the recovery of property left on a vehicle.
13. CCTV and Data Protection
13.1 ARG Travel vehicles may be fitted with CCTV for passenger and staff safety, crime prevention, incident investigation and other lawful purposes.
13.2 CCTV footage may be disclosed to Police Scotland, relevant enforcement agencies, insurers or other authorised parties where there is a lawful basis to do so.
13.3 Personal information will be processed in accordance with applicable UK data protection legislation and the company's privacy notice.
13.4 Requests relating to personal information may be submitted using the company's published contact details.
14. Dedicated School Transport
14.1 School transport services may operate under separate contractual conditions issued by the relevant council, school or SPT.
14.2 Pupils must comply with reasonable instructions from the driver and behave safely and respectfully.
14.3 Violence, threats, spitting, serious disruption and deliberate damage will be reported to the relevant school or contracting authority.
14.4 ARG Travel may implement immediate, proportionate safety measures where necessary to protect pupils and staff.
14.5 Decisions about suspending or withdrawing a pupil's entitlement to council-arranged school transport remain with the authority legally responsible for those decisions.
14.6 Drivers must not independently impose a school transport ban or represent that SPT or a local authority has imposed one without confirmation.
14.7 Pupils must not be abandoned or left in an unsafe situation as a consequence of a behavioural incident.
14.8 Serious incidents will be documented and may be referred to the school, local authority, police or other appropriate organisation.
15. Delays, Cancellations and Refunds
15.1 ARG Travel will take reasonable steps to operate services reliably and to minimise disruption.
15.2 Passengers should allow sufficient time for important appointments and onward connections.
15.3 Where a service is cancelled, significantly delayed or fails to operate, passengers may contact ARG Travel to request assistance or submit a complaint.
15.4 Depending on the circumstances, ARG Travel may offer a ticket refund, reimbursement of reasonable alternative transport costs or another appropriate remedy.
15.5 Claims will be assessed individually, taking account of the circumstances, available evidence and applicable consumer rights.
15.6 Nothing in these Conditions of Carriage excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot lawfully be excluded.
16. Complaints and Customer Feedback
16.1 ARG Travel welcomes complaints, suggestions and feedback.
16.2 Complaints should include, where possible, the service number, date, time, boarding location, vehicle details and a description of the incident.
16.3 Complaints may be submitted by: Email: enquiries@argtravel.co.uk; Telephone: 01236 420818; Website: www.argtravel.co.uk
16.4 We will investigate complaints fairly and objectively and provide a response within a reasonable period.
16.5 Where a complaint is upheld, we will take appropriate corrective action, which may include staff guidance, additional training, operational improvements or a suitable customer remedy.
16.6 Passengers who remain dissatisfied may be directed to Bus Users Scotland or another appropriate independent body where that body has jurisdiction.
17. Staff Authority and Responsibilities
17.1 Drivers and authorised company representatives may issue reasonable instructions to protect safety and maintain an orderly service.
17.2 All staff must comply with company procedures, applicable legislation and relevant contractual obligations.
17.3 Drivers must not refuse to serve a registered stop without a legitimate safety, legal or authorised operational reason.
17.4 Drivers must report significant delays, incidents, vehicle defects and safeguarding concerns in accordance with company procedures.
17.5 Staff must act professionally and must not discriminate against passengers.
18. Changes to These Conditions
18.1 ARG Travel may amend these Conditions of Carriage to reflect operational changes, legal requirements or improvements to passenger services.
18.2 The current version will be made available through the company's website.
18.3 Any change will operate subject to applicable legislation and passengers' statutory rights.
19. Governing Law
19.1 These Conditions of Carriage are governed by Scots law.
19.2 Any dispute will be subject to the jurisdiction of the Scottish courts, subject to any mandatory legal provisions concerning jurisdiction or consumer rights.
19.3 If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.
20. Bicycles, Scooters and Battery-Powered Devices
20.1 Non-folding bicycles are not ordinarily accepted in passenger saloons. They may be carried only where a vehicle has a suitable designated facility and carriage has been authorised.
20.2 Folding bicycles may be carried where securely folded and stowed without obstructing doors, gangways, wheelchair spaces or emergency exits. Staff may decline an item that cannot be safely accommodated.
20.3 Privately owned e-scooters and hoverboards are not accepted for carriage on ARG Travel local bus services. Mobility aids used by disabled passengers are considered separately under the accessibility provisions.
20.4 Any permitted bicycle or scooter remains the passenger’s responsibility, subject to applicable law.
21. Boarding, Alighting and Capacity
21.1 Passengers should signal clearly when wishing to board at a request stop and allow passengers to alight before boarding.
21.2 Passengers must board and alight only when the vehicle is stationary and at a safe, authorised stopping place. The driver must stop as close to the kerb as reasonably practicable.
21.3 Passengers must follow lawful and reasonable instructions about boarding, seating, standing and safe use of the vehicle. No passenger may travel where the vehicle’s licensed carrying capacity would be exceeded.
21.4 Where a bus is full or boarding cannot be completed safely, staff will explain the situation where practicable and passengers should use the next suitable service. Any statutory rights remain unaffected.
22. Additional Accessibility and Family Travel Guidance
22.1 Wheelchair users have priority for the designated wheelchair space. Staff will take reasonable steps to secure its availability, including asking other passengers to move or fold pushchairs where appropriate.
22.2 The driver will provide assistance required by law with a ramp or lift, subject to safe operation and the equipment’s instructions. Passengers should advise staff of assistance they need.
22.3 Mobility scooters and other powered mobility aids may be accepted only where compatible with the vehicle, designated space and safe boarding arrangements. ARG Travel does not currently publish a ARG Travel-style scooter permit scheme; passengers may contact the office in advance for guidance.
22.4 Passengers are welcome to breastfeed on ARG Travel services. Parents and carers are responsible for supervising children, subject to ARG Travel’s safeguarding duties.
22.5 No blanket guarantee is made that every vehicle is suitable for every mobility aid. ARG Travel will explain limitations and consider reasonable alternatives where practicable.
23. Lost Property: Collection and Handling
23.1 Passengers finding unattended property should hand it to the driver without unnecessarily handling or opening it. Suspicious items should be reported immediately and not touched.
23.2 Lost property enquiries should identify the route, date, approximate time, direction of travel and description of the item. Proof of ownership may be requested before release.
23.3 Property will be recorded, stored, transferred, returned or disposed of under ARG Travel procedures and applicable law. No automatic transfer of ownership or fixed retention period is asserted by these Conditions.
23.4 Perishable, dangerous, contaminated or otherwise unsafe items may require immediate safe handling or disposal. Police Scotland or another appropriate authority may be contacted.
23.5 Collection will normally be arranged through the company. If postage is agreed, the passenger may be asked to meet reasonable delivery costs in advance.
Contact ARG Travel
ARG Travel Limited · Lanarkshire
Website: www.argtravel.co.uk
Telephone: 01236 420818
Email: enquiries@argtravel.co.uk