Passengers are carried on Scottish Citylink services subject to the following terms and conditions.
"The Company" means Scottish Citylink Coaches Limited which undertakes the provision of the services. The Company enters into a contract with the passenger upon the following terms and conditions set out for and on behalf of itself, its employees, agents and subcontractors. It is entirely within the discretion of the Company as to who operates Scottish Citylink services.
Full details of the times and fares of services are available from appointed booking offices and agents and on the internet @ www.citylink.co.uk. These are subject to variation. Special Holiday timetables may operate on public holidays and passengers are advised to check times with the Company before making travelling arrangements. Relevant publicity material on the Company’s services are available through the Company’s offices and agents and on the internet @ www.citylink.co.uk
2. Types of journey
A reservation can be made for travel on all services. A ticket bearing a valid reservation reference provides travel between the points shown on the date(s) and at the departure time(s) shown on the ticket. Passengers with seat reservations must be at the boarding point 10 minutes prior to the departure time of the coach to ensure travel on the specified service. Failure to do so may result in reserved seats being allocated to other passengers. No responsibility for any loss can be accepted in such circumstances.On all other services, whether a ticket is obtained from an appointed agent in advance of travel, or a fare is offered to the driver at the time of boarding, ticket holders are not bound or entitled to travel on any particular vehicle, except as set out above. The Company will not be liable for any loss or inconvenience suffered by the holders of such tickets owing to their not being able to find accommodation on the particular vehicle on which they desire or are booked to travel.
3. "Open" dated Returns
If, when buying a return ticket for travel on a reservable journey, no date is specified for a return journey, i.e. an "open-dated" return ticket is purchased, this may subsequently be validated an any appointed agent, in advance of travel, to travel on a specific departure on payment of a validation fee (currently £1.50) in addition to any excess fare.
4. Alterations to tickets
An alteration to a ticket may be made at any agent on payment of a further fee (currently £1.50 per ticket) in addition to any excess fare, provided that the request is made prior to the time indicated in publicity, and subject to seats being available. It may not be altered after the departure date unless the ticket has been cancelled at an appointed agent before that date, and the altered ticket represents a re booking. Separate conditions apply to Free Concessionary Travel. See Section 11.
5. Bookings made with the driver on boarding
Drivers and Company officials can issue tickets at the time of departure subject to seats being available and subject to any local rules and regulations governing such sales at the relevant point of departure. Such return tickets will only be issued as "open-dated" return tickets.
6. Your contract with the Company
A ticket that has been issued to you is evidence of a contract between you and the Company. If the ticket entitles you to any goods or services from a third party, it is also evidence of a contract between you and that party.
7. You may not transfer your ticket
A ticket may only be used by the person for whom it has been bought. It cannot be resold or passed on to anyone else.
8. Requirement to hold a ticket
You have the right to use the Company’s services if you hold a ticket or other authority to travel which is valid for those services you want to make.
9. Conditions on which tickets are issued
Each ticket is issued subject to:
* these Conditions;
* the conditions relating to certain types of reduced and discounted fare tickets set out in the notices and other publications issued by the Company and
* the conditions set out in the notices and other publications issued by another party if your ticket enables you to use any of their goods or services.
One child under five years of age not occupying a seat, and accompanied by an adult fare-paying passenger or the holder of a valid Scottish National Entitlement Scheme Card, will be carried free of charge. Any additional child or children, accompanied by the same adult, and all children aged 5 to 15 years inclusive will be carried at the 30% Discount Fare unless stated otherwise. Discounts apply to selected ticket types: Singles, Day Returns and Returns
In the interest of safety, unaccompanied children under 8 years of age will not knowingly be carried in any circumstances.
Given that The Company operate a number of registered journeys which, for example, offer journey opportunities to and from school, children between their 8th and 12th birthdays will be carried subject to the following:
(a) On any journey which exceeds 50 miles the travel ticket must be purchased by a responsible adult and the journey must not involve a change of coach en route.
(b) On journeys exceeding 50 miles a responsible adult must see the child onto the coach and arrange for a responsible adult to meet the child at the destination. No responsibility can be accepted before boarding or after alighting.
(c) Children must be capable of looking after themselves during the journey and at the stops en route.
The above conditions are also advisory for children between the ages of 13 and 15 inclusive.
The Company’s staff and agents can request proof of age.
On service 923/923A/924 (Scotland-Belfast) only children aged 3 or under will be carried free of charge and any child under the age of 16 must be accompanied by an adult. Passengers 16 or 17 on the Scotland-Belfast service may only travel unaccompanied if in possession of written permission to travel from a parent or guardian.
11. Concessionary Travel Schemes
From April 2006, free local bus travel passes for older and disabled people IN SCOTLAND will be replaced by a new Entitlement card that will allow holders to travel anywhere in Scotland on a citylink/megabus service for only the cost of the booking fee and SMS charges.
Under the new scheme people aged sixty or over and disabled people will be able to travel on citylink/megabus scheduled coach services in Scotland throughout the day - including the morning rush hour. Bookings can be made on all citylink/megabus services and these can be made via our website, call centre, agents and travel centres. Please note that passengers who do not wish to reserve their journey still have the option of presenting themselves at the bus for free, non-reserved travel.
Booking is recommended.
Concession passengers MUST provide their Entitlement card number (see below) when making the booking and MUST present their Entitlement card to the driver along with their valid reservation/ticket when boarding.
Some citylink/megabus journeys do not offer free concession travel: Certain journeys on service 900 (Edinburgh-Glasgow) are not eligible, see publicity for further information. Travel to/from England, Wales or Northern Ireland is not eligible.
12. The period during which you can use a ticket
Single: Valid for any one way journey. Variations include Apex Single and Super Single where special conditions apply.
Day Return: Valid when outward and return journey departures are on the same calendar day. Variations include Off Peak Day Return and Super Day Return where special conditions apply.
Return: Valid for return travel within 28 days from the date of outward travel. Variations include Apex where special conditions apply.
10 Journey: Valid for 10 Single journeys within a 28 day period.
4 Week Season Ticket: Valid for unlimited travel within a 28 day period.
12 Week Season Ticket: Valid for unlimited travel within an 84 day period.
Annual Season Ticket: Valid for unlimited travel within a 365 day period.
13. The times you can travel and the services you can use
Reduced and discounted fare tickets are usually subject to restrictions such as the dates, days, and times when you can use them, and the services on which they can be used. These restrictions are set out in the notices and other publications of the Company.
If you travel on a service with a ticket which is not valid on that service because of such a published restriction, you will have to purchase a full price ticket for the journey made.
14. Breaking or ending a journey at intermediate places
A break of journey is only allowed for interchange purposes. In such instances the passenger must travel on the first available connecting service. Failure to comply will result in the passenger having to purchase a full price ticket for the journey made.
15. If you travel further than your ticket allows
If you travel to a place beyond the one specified on your ticket, you will be treated as having joined the coach without a valid ticket for that additional part of your journey and a full price ticket will have to be purchased as if it were a separate journey.
16. Withdrawal of tickets
If you fail in a material respect to comply with any condition that governs the use of a ticket, the staff or agents of the Company may withdraw the ticket.
17. Refunds may only be obtained from the agent who originally issued the ticket or by writing to the Refunds Department.
18. Where a passenger books to travel on a particular departure which is subsequently cancelled or withdrawn, the Company will, on application being made within 28 days of such a departure refund the whole cost of a single ticket, or where the cancellation or withdrawal arises in relation to the outward or return half of a ticket, refund 50% of the fare paid for the whole ticket.
19. Applications for a refund must be made 24 hours prior to the departure time of the journey for which the refund is sought.
20. Refunds on unused tickets: The full amount paid, less 50% (subject to a minimum deduction of £10 per ticket issued) will be refunded on a single ticket or a complete return ticket submitted for refund prior to specified outward departure time.
21. Refunds on partially used return tickets: 50% of the full fare (subject to a minimum deduction of £10 per ticket issued) will be refunded on the outward or return half of a return ticket submitted for refund prior to the departure time of the journey specified or within the validity period of the ticket.
22. No refund will be given on tickets received after the specified outward departure time.
23. The Company will not refund or replace lost or stolen tickets. New tickets must be purchased for travel. If the original tickets are found they should be sent to the Customer Relations Office with the receipt portion of the new ticket and a covering letter, where a refund will be made of the cost of the replacement ticket less 50% (subject to a minimum deduction of £10 per ticket issued).
24. Refunds are not available on tickets issued in conjunction with promotions or special offers.
25. Season Tickets
26. Season Tickets - Refunds
27. 10 Journey Tickets - Refunds
Refunds are given on unused or partly used tickets if they are returned to the issuing office before the expiry date. The amount of journeys used is deducted and then multiplied by the relevant Single fare. An administration fee of 30% with a minimum value of £10 is then deducted. The Company will not refund or replace lost or stolen 10 Journey Tickets.
28. Explorer Pass
Explorer Passes will be refunded less a 30% cancellation fee provided they are tendered before the commencement date. Request for a refund should be made in writing to the Company’s head office. No refund will be given if the Pass is received after the commencement date.
29. Please check tickets and change at the time they are issued
When you buy a ticket, you should make sure that it is valid for the journey you want to make and that you have received the correct change. If possible, you should tell staff about any apparent errors at that time. If you do not, the Company or agent which sold you the ticket will only consider claims about any errors if you can show to its reasonable satisfaction that an error was made.
30. Arriving in time to board the coach
Passengers with seat reservations must be at the boarding point 10 minutes prior to the departure time of the coach to ensure travel on the specified service. If you are travelling on a connecting service you must ensure that you have at least 20 minutes between arrival and departure time to ensure your connection. Failure to do so may result in reserved seats being allocated to other passengers. No responsibility for any loss can be accepted in such circumstances.
Please note that Passengers boarding a ferry service should arrive at the terminal at least 45 minutes before departure.
31. Make sure you are on the correct coach and that you get off at the right stop
You are responsible for making sure that you join the correct coach and that you get off at the right stop. Please ensure that you check the service number matches, that on your ticket or in our publicity.
32. Inspection of tickets
You must show and, when required, hand over for inspection, a valid ticket and any accompanying discount card and/or matriculation card at the request of the staff of the Company or its agent.
33. If your ticket is spoiled or altered
If a ticket is defaced, damaged or tampered with it is not valid for travel. The Company reserves the right to refuse to issue a replacement ticket in such circumstances.
34. Lost or mislaid tickets
A ticket is your evidence of your right to make a journey and its safekeeping is your responsibility. Lost or mislaid tickets will not be replaced nor will refunds be made in respect of them.
35. When you have to change coaches
If it is necessary to change coaches you will be responsible for your transfer between stops and for the transfer of your luggage.
36. Making time for connections
Passengers must allow plenty of time for their coach journey to arrive in time to connect with other forms of transport provided by other carriers or before an appointment when travelling to important appointments. In particular passengers should plan to arrive at airports at least one hour before their flight check-in time and at least two hours before departure time of other services. The Company do not accept responsibility for any delays caused by circumstances beyond our control. Please note that if you purchase seperate tickets from the company for the purpose of making a connection that this connection is not guaranteed and it is your responsibility to ensure enough time between journeys.
37. Comfort breaks
Short halts are made on some routes for refreshments. Passengers must return to the coach punctually within the time allowed for these halts. Coaches may have to proceed without a passenger who fails to rejoin the coach at the prescribed time as set out in the timetable or as prescribed by the driver. The Company will not be liable for any loss or damage caused by such an occurrence.
38. More than one person travelling on one ticket
Where two or more people are included on the same ticket, the person purchasing the ticket shall be deemed to do so on the basis that he or she acts as agent for both or all the members of the party and accepts these conditions on behalf of each member of the party.
39. It is the Company’s responsibility to carry the passengers, with the minimum discomfort and inconvenience to the destination shown on the ticket. However sometimes, due to circumstances beyond the Company’s control, coach services are disrupted or cancelled.
40. The Company shall not be in breach of its obligations to carry the passengers if a service is cancelled due to circumstances beyond its reasonable control, which shall be deemed to include, but not be limited to exceptional severe weather conditions, accidents causing delays on the coach service route, fire and/or damage at a coach station, compliance with requests of the police, deaths and accidents on the road, vandalism and terrorism and acts of God.
41. In the event of any failure by the Company to fulfil its obligations due to a circumstance beyond its reasonable control, the passenger shall be entitled to a refund of their ticket price but the Company shall have no additional liability beyond this.
42. If the Company fails to carry the passenger to their destination as shown on their ticket for any reason not otherwise excluded pursuant to section 43 below (for instance, and in particular due to a mechanical breakdown of the Citylink coach), the Company shall, at its own expense, arrange or provide alternative transport, such as another coach, train, private car, taxi etc to complete the journey as soon as reasonably practical having regard to the circumstances and provided that the Company does so within a reasonable time, it shall have no other liability as a result of any delay in performing its obligations.
43. Limitation of Liability for Breach of Contract
Notwithstanding anything to the contrary contained in these terms, the Company’s liability for any failure on its part to carry the passenger to the destination shown on the ticket shall be limited to reimbursing the passenger for the reasonable cost of alternative travel to such destination by coach, train, private car or taxi (or any combination of them) and the passenger shall be reimbursed on presentation to the Company’s office at Buchanan Bus Station of the appropriate receipt or other voucher for the cost of such travel. In particular, but without prejudice to the above paragraph, the Company shall have no liability for any consequential losses of the passenger as a result of failure by the Company to fulfil its obligations.
In the interest of all passengers the following "comfort" rules will apply:
44. Noise. The playing on coaches and in coach stations of radios, cassette or CD players, personal stereos, musical instruments is not permitted. However, provided that the driver of a coach is satisfied that the sound of a personal stereo does not cause offence or inconvenience either to himself or to the other passengers, he may allow an exception to this requirement.
45. Alcoholic drinks. Passengers are not permitted by law to take alcoholic drinks onto coaches for the purpose of consuming them on board, nor to drink such drinks on the coach or to remain on the coach when in the opinion of the driver they are under the influence of alcoholic drink.
46. No Smoking policy. Passengers are not permitted to smoke, this includes electronic cigarettes in any vehicle operated by the Company and designated no smoking areas in any coach station. The Company is entitled to require offending passengers to remove themselves from the coach or coach station if they do not comply with a request to desist from smoking.
47. Drug and Solvent abuse. Passengers are not permitted to board or remain on board any of the Company’s services whilst under the influence of drugs and/or solvents.
48. Special Needs. Certain seats may occasionally be reserved for disabled travellers etc. Passengers should always comply with any requests from staff to make such seats available.
49. Food. Passengers are not allowed to take onto our coaches any hot food eg. chips, take-away meals etc. We are entitled to refuse access to any passenger with hot food.
50. Hot Drinks are allowed on board the coach if they are in a cup or container with a secure lid. They may not be consumed in the front passenger seats of the coach.
51. Seatbelts. If the vehicle you are travelling on is fitted with seatbelts, you are legally required to wear it.
52. The Company reserves the right to refuse entry or to remove from the Company's vehicles any passenger who shall be or, in the opinion of the driver or other Company official, appears to be in breach of any of these comfort rules. Any passenger so refused or removed shall not be entitled to any refund or compensation whatsoever from the Company and the Company shall have no liability to the passenger whatsoever.
53. Neither the company or its servants, agents or subcontractors are common carriers and luggage and personal property for carriage will only be accepted on these conditions.
54. We reserve the right to refuse to carry in the hold more than one suitcase or similar package of luggage and more than one small bag inside the coach. Additional luggage may be carried subject to accommodation being available within the vehicle. This right may be exercised even if larger amounts of luggage have been permitted on the outward journey.
55. Wherever possible, the Company will assist the wheelchair bound passenger. Folding wheelchairs will be carried where possible however battery-powered wheelchairs cannot be carried. The Company can offer no guarantee that a member of staff trained in the correct lifting and handling of the wheelchair bound passenger will be available to offer assistance. Fully accessible vehicles are being introduced across our network. At present the services offering accessible vehicles are:
It is very important you call our reservations team on 0871 266 3333 (calls cost 12p/min plus network extras) at least 36 hours before the intended date of travel.
56. The Company reserves the right to refuse trunks or other bulky articles, or any item heavier than 25kg (from 1st October 2013 onwards), or articles of an objectionable or dangerous nature, or which have sharp or protruding edges which may tear or damage other luggage with which it is packed within the coach. The Company is also entitled to request any passenger to open any article of luggage for inspection by the driver or other authorised employee of the Company in the presence of the passenger if, for reasons of security, the Company considers it necessary to do so. Subject to availability of accommodation, bicycles in a box/bag and skis/surfboards will be carried. Fragile items such as electronic goods, portable televisions, radios etc. will only be carried if they are of reasonable size and securely packed. The Company will not be responsible for damage to such items howsoever caused.
57. Only the driver may store or remove luggage from the lockers or trailer. Medication and valuables should not be stowed in the luggage hold but taken on board. The Company's liability is limited to £100 per passenger and passengers are advised to ensure that they have proper insurance if their luggage is worth more than this.
58. Luggage given into the custody of the Company must be clearly and appropriately labelled and securely packed and locked/fastened. The passenger's destination should be shown on the outside of the luggage. Luggage labels will be provided at point of departure, these must be used at all times. Luggage labels will also be used as a receipt for your luggage.
59. The Company will not be liable for loss or damage to passengers luggage or to any possessions of the passenger unless such a loss or damage is caused by negligence on the part of the Company, its servants or agents; and, in the event of the Company being liable for loss or damage under this clause, its liability in such case shall be limited to the sum of £200 per item of luggage, with a maximum of £300 for any single claim. Where an item of luggage contains items belonging to more than one person, only one claim will be considered by the Company. The Company's liability will be limited to £25 for any one item within the luggage lost or damaged. The Company will not be liable for any monetary loss whatsoever. This includes currency, valuable securities such as cheques, money orders, premium bonds and certificates and all other items which may be valued in money or money's worth. The Company recommends passengers to insure their luggage and personal property.
60. Loss of luggage or personal property must be notified immediately to a Company employee. The passenger should also contact the company owning the vehicle on which they travelled. The Company reserves the right to levy a charge for storage and return of lost property
61. Animals, other than guide dogs accompanying registered blind persons and hearing dogs accompanying deaf persons, will not normally be carried on the Company’s services. Our Belfast service (923) does not allow the carriage of animals other than guide dogs accompanying registered blind persons and hearing dogs accompanying deaf persons.
62. Exception will be made to small animals which are fully contained within a transport approved pet carrier, (eg IATA approved). The pet carrier must be secured on the floor area of the coach beneath the passenger’s feet. Under no circumstances will a pet carrier be allowed on the seats of a vehicle. Carriers that do not meet these standards will be refused travel
63. Animals accommodated in an approved transporter must not under any circumstances be placed in the luggage compartment of the coach.
64. A ticket must be obtained for any animal carried at a charge of £1 Single. These tickets can only be purchased from the driver on board the coach.
65. If an animal is taken on board without the drivers permission the passenger may be required to remove it. The passenger accompanying any animal in the vehicle will be solely responsible for the animal and will indemnify the Company against all liability arising out of the carriage of the animal on the Company's vehicle or out of the animal's presence on the vehicle and the Company will not be liable for any loss or injury to the animal whether caused by negligence of the company, it's servants or agents or otherwise.
66. The published running times of services are approximate only and the Company does not undertake that services will start or arrive at the time specified in its timetables or that such services will connect with other services shown as connecting services.
67. Except as provided in these terms, the Company will not be held liable for any loss howsoever arising or caused as a result of any delay to such services or by the same not operating in accordance with their published timings.
68. The Company reserves the right to alter its timetables or suspend, cancel or withdraw services or departures or other facilities without notice, whether before or after a passenger has booked accommodation on the same.
69. The right is reserved to provide carriage between the points stated on the ticket issued to the passenger by means other than the vehicles scheduled to run on the journeys to which the ticket relates.
70. Any arrangements for hotel accommodation, meals, refreshments, admissions to or for the use of premises, vehicles (including coaches), trains, ferries, aircraft or other means of conveyance operated by persons or bodies other than the Company are made by the Company as agent for and on behalf of the passenger, on the express condition that the Company shall not be liable for any loss, damage, injury, delay or inconvenience howsoever caused to the passenger as a result of any such arrangements for such matters or use thereof. Such arrangements are subject to any by-laws, regulations or conditions of the provider of the facility.
71. Any ticket sold or arrangement entered into on behalf of the passenger is on the condition that the laws of Scotland shall apply to the contract arising and to the determination of the rights and liabilities of the respective parties and that no action or other proceedings shall be brought by either party in relation to the contract or for damages independent of such contract except in a court of competent jurisdiction in Scotland.