Expresslines Limited aim to provide quality passenger transport services that meet the needs of our customers. To do this we aim to ensure that:

  • Our staff are polite, friendly and courteous at all times.
  • We are aware of and assist users with special needs, providing a service to all, where safe and practical, without discrimination.
  • We listen to the needs of our customers and look for ways to meet their needs.
  • We will operate within the statutory regulations that are applicable to our industry.
  • We operate within the Health & Safety regulations that apply to our working environment and day-to-day operations.
  • We will maintain, use and promote our Complaints Procedure for the benefit of Expresslines, our staff and our customers.
  • All communications will be dealt with promptly. In particular;
    • Telephone sales inquiries will be responded to within 24 working hours
    • Booking acknowledgements will be sent out within 3 working days
    • Emails will be acknowledged and or dealt with within 3 working days
    • Complaints will be replied to within 7 working days
  • We will monitor the standards of the services that we provide.
  • Where appropriate, we will provide training for staff to ensure quality of service.


1. Applications

These conditions apply whether a contract has been made verbally or in writing. The Hirer acts on behalf of all the passengers travelling on the vehicle. The Hirer is responsible for the actions and decisions of all the passengers on board including any additional costs incurred in performing the contract, whether or not they actually travel with the party.

2. Quotations

A. Quotations are given on the basis of the most direct route and on information given by the hirer. The route used will be at the discretion of the Company unless the Hirer has requested a particular route, which will be specified on the confirmation of booking.

B. The company requires sufficient information to be able to know if the hire will enter any LEZ to assess compliancy and cost implications.

C. The giving of a quotation does not guarantee the availability of vehicles or drivers.

D. Quotations are valid for three months from the date of enquiry.

3. Use of Vehicle

The hirer cannot assume use of the vehicle between outward and return journeys, nor for the vehicle to remain at the destination for the Hirer's use unless this has been agreed with the Company in advance.

4. Route and Time Variation

A. Should the vehicle be detained by the Hirer, or taken on a longer journey than contracted for, the Company reserves the right to make an additional charge.

B. The vehicle will depart at the times agreed with the Hirer and the Company shall not be liable for any loss or injury sustained by any passengers who fail to join the vehicle at the appointed time.

C. LEZ. Non-compliant vehicle taken into the LEZ will incur a charge as detailed in Tariff of Additional Costs.

5. Drivers' Hours

The hours agreed with the Company must be strictly observed (other than in the case of serious emergency or diversion) so that regulations governing drivers' hours and rest periods can be complied with. The Company reserves the right to curtail or otherwise alter any Hire that does not comply with the relevant regulations. Neither the Hirer nor any passengers shall delay the departure of a vehicle or otherwise interrupt the journey so putting the driver at risk of breaching the regulations relating to drivers' hours of work and duty. The Hirer will indemnify the Company against any extra expenses which the Company may incur including, but not limited to, the cost of providing a replacement driver.

6. Seating Capacity

The Hirer shall not load any vehicle beyond the number of passengers for which it is legally able to carry.

7. Conveyance of Animals

On a private hire, no animals (other than guide dogs and hearing dogs notified to the Company in advance) may come on the vehicle without prior agreement from the Company.

8. Confirmation

Written confirmation by the Company is normally the only basis for the acceptance of a booking.

9. Payment

Any deposit requested must be paid in order to secure the booking. The outstanding balance must be made on or before the day of travel unless the Company agrees terms of credit. Customers will be charged a minimum 10% administration fee if the outstanding balance is not paid to terms. Late credit account payments are charged as follows: 1st reminder letter - no charge; 2nd reminder letter - £15.00; 3rd reminder letter - £15.00; final reminder letter - £30.00.


10. Cancellation by Hirer

If the Hirer wishes to cancel a booking, the following charges will apply per vehicle. These charges will also apply if cancellation is due to inclement weather conditions, or cancellation due to any other factor outside of the control of the Company:

  • 21 days or over - No Charge
  • 7 - 21 Days - £50
  • 2 - 6 Days - 50% up to a max. of £150
  • 1 Day - 75% up to a max. of £200
  • Day of Hire - 75% up to a max. of £250
  • Arrival of coach at Departure point - 100% of Hire

11. Cancellation by the Company

In the event of any emergency, riot, fire, civil commotion, strike, lock out, stoppage or restraint of labour, or on the happening of an event over which the Company has no control (including adverse weather and road conditions), or in the event of the Hirer taking any action to vary agreed conditions unilaterally, the Company may, by returning all money paid and without further or other liability, cancel the contract. The Company reserves the right to cancel any booking giving 14 days notice.


12. Vehicle to be provided

A. The Company reserves the right to provide a larger vehicle than that specified, at no additional charge, unless any extra seats are used.

B. The Company reserves the right to substitute other vehicles (including those of other operators) or ancillary facilities for all or part of the hire subject to such substitutes being of at least equivalent quality.

C. Equipment in coaches (including air conditioning, audio, visual & public address systems) is provided at the discretion of the Company unless the quotation and hire specifies that any such facilities will be available. Whilst every endeavour will be made to comply with the Hirer's subsequent requests, the Company cannot guarantee to meet any such requests.

13. Breakdowns and Delays

The Company gives its advice on journey times in good faith, however, in the event of a breakdown or traffic congestion, beyond the reasonable control of the Company, journeys may take longer than predicted, and in those circumstances the Company will not be liable for any loss or inconvenience suffered by the Hirer as a result.

14. Passengers' Property

A. All vehicles hired by the Company are subject to restrictions on carrying luggage for statutory safety reasons. The Hirer accepts that the driver shall be the sole judge as to whether and to what extent passengers' property is carried. Large bulky items may not be able to be carried, and the Hirer should take all steps to notify the Company in advance of any such requirements.

B. The Company accepts carriage of any personal property of the Hirer and their passengers, without liability, on the understanding that it will take all reasonable steps to avoid loss or damage. The Hirer should notify the Company if items of exceptional value are to be carried on the vehicle. It is the Hirer's responsibility to minimise the risk to any property left unattended.

C. All articles of lost property will be held at the Company's premises and will be subject to the current Public Service Vehicle (Lost Property) regulations.


15. Conduct of Passengers

A.The Driver is responsible for the safety of the vehicle. Any passenger whose conduct is in breach of statutory regulations may be removed from the vehicle, or prevented from boarding, on the Driver's authority. The Hirer will be responsible for the conduct of passengers and for any damage or theft relating to the vehicle during the Hire. The current Public Service Vehicle (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations apply at all time.

A. Unless a vehicle is licensed for standees, the Company does not accept any liability for passengers walking or standing whilst the vehicle is in motion.

B. Where appropriate, Hirers should acquaint themselves with the current Sporting Events (Control of Alcohol) Act 1995 and the condition of entry to racecourses as laid down by the Race Course Association Ltd.

16. Complaints

In the event of a complaint about the Company's services, the Hirer should endeavour to seek a solution at the time by seeking assistance from the driver or the Company. If this does not resolve any matter, complaints should then be submitted in writing and within 14 days of the date of the Hire. Complaints will be acknowledged within 14 working days and the Company will aim to resolve any complaint within 28 days of it being made.

17. Notices

No bill, poster or notice is to be displayed on the vehicle without the consent of the Company.

18. Refreshments, Alcoholic Drinks & Smoking

Other than on a vehicle fitted expressly for that purpose, food and drink (excluding still water, but including alcoholic beverages) may not be consumed on the vehicle. No smoking is permitted on our vehicles.

19. Surcharges

Once a confirmation has been issued to the Hirer, providing there are at least 30 days to the date of Hire, the Company reserves the right to pass on to the Hirer increases in the cost of fuel or other increased costs resulting from Government action or other factors beyond the Company's control. No surcharges will be levied within 30 days of departure. On notification of any such surcharges, the Hirer may cancel the booking subject to the scale of cancellation charges as set out in paragraph 10.

20. Airport Arrangements

A. The Company will make efforts to ensure that any flights they are meeting at airports are on time before setting off. However, if flights are delayed the Company may levy charges for waiting time and or (when delays are exceptional) additional journeys. All charges will be at current rates. Customers should not assume that the Company is getting accurate information in the event of any delays. It should not be assumed that the Company is able to meet any new arrival time. The Company will endeavour to meet any altered arrival times at the first available opportunity after the flight has landed. Customers may need to contact the Company in such circumstances.

B. For security reasons certain procedures must be followed when picking up at major airports. Drivers are unable to leave their vehicles to look for passengers at the arrivals terminal. Also, coaches may still be held in the coach park area when passengers come out of arrivals. If this is the case most airports have either information points and/or marshals to co-ordinate coaches and passengers.



These additional costs may be incurred on Private Hires


Basic rate of £25.00 per hour or part thereof. (Chargeable after the first 30 minutes from the booked departure time). £35.00 per hour if unsocial hours (01.00 Hrs to 06.00 Hrs)


£2.00 per added mile.


£2.00 per stop in Bedford/ Kempston area.

£3.00 per stop in large town/city.


At cost.

INCURRING LEZ (Low Emission Zone) FEES

Cost plus 10%.


Minimum of £40.00. *


At cost of repair/replacement. *


If a vehicle can no longer operate due to soiling and/or damages then further charges may be levied for loss of the vehicle and/or a replacement vehicle. These charges will be based on cost.


Payment to be made by the day of travel or at departure unless by prior agreement.

Failure to pay by agreed terms will result in a minimum charge of 10% of the total cost of the hire to cover administration costs.




The monitoring, recording, holding and processing of images of distinguishable individuals constitutes personal data as defined by the data protection act (1998). this code of practice is consequently intended to ensure that in its use of CCTV expresslines is fully compliant with the requirements of the data protection act (1998) as well as related legislation.

Location Of CCTV Systems & Data this code of practice relates to CCTV systems installed at the operating premises of expresslines limited and systems installed on various vehicles operated by expresslines limited. data may be stored on hard drives both at the offices of expresslines as well as vehicles operated by expresslines.

Ownership & Operation

all of these systems and equipment are owned and operated by:

Expresslines Ltd
Unit 15
Fenlake Rd Ind Est
MK42 0HB

01234 268704


Responsibility for implementing this policy rests with the directors of expresslines ltd.

The day to day management of the CCTV equipment shall be the responsibility of the directors and or a manager authorised by the directors.


CCTV systems employed by expresslines are for the following purposes:

  • to promote a safer working environment by deterring crime including theft, vandalism and crimes against individuals.
  • to discourage delinquent and anti-social behaviour.
  • to aid in the investigation of road traffic accidents and various incidents related to public transport.
  • preventing and assisting in the resolution of cases of internal discipline.
  • to assist in the overall good management of company properties and vehicles.

Where, in carrying out these purposes, images of members of the public or staff committing acts which may give rise to a criminal conviction are obtained, such images may be used as evidence in internal disciplinary hearings, third party disciplinary hearings and/ or criminal proceedings.

These systems must not be used for general surveillance of staff or members of the public.

Access To Data

It is important that access to and disclosure of images is restricted and carefully controlled, not only to safeguard the rights of individuals but also to ensure that evidence remains intact should the images be required for evidential purposes. Therefore an effective management of the system needs to be adhered to.

Management Of The System

Effective management of the system requires that:

  • hard drives should be securely locked.
  • movement of hard drives should be recorded on the 'hard drive movement log'.
  • any downloading of the hard drives should be recorded on the 'download report log'.
  • any parties requesting access to the data must complete an 'application to access CCTV images' form.

Rights To Access Data

Data may only be accessed if the reason for access falls within the stated purposes of the CCTV system. In addition, the police have access to the data under the provisions of the 'Police And Criminal Evidence Act 1984'. Access may also be obtained in connection with civil disputes by court order or be extended to lawyers acting for defendants or victims in connection with criminal proceedings. Please contact us for further details.



This document sets out to formalise and represent our Equality & Anti- Discrimination Policy.


To discriminate is to treat one person less favourably than another on the basis of colour, nationality or ethnic origin, religion, gender, marital, parental or property status, disability, age, sexuality or other such category that is irrelevant to the individual's right to receive fair treatment.

Discrimination can be either direct or indirect. Direct discrimination is deliberate. Indirect discrimination is where an act, or failure to act, intentionally or otherwise, has a disproportionate impact on a particular group or individual.


It is the aim of Expresslines to ensure equality in all of its activities and interactions with third parties.

Expresslines therefore aims to adhere to all current and future legislation pertaining to Equal Opportunities and Anti- Discrimination, including, but not limited to:

  • Equal Pay Act 1970
  • Sex discrimination Act 1975
  • Race Relations Act 1976
  • Disability Discrimination Act 1995
  • Employment Rights Act 1996
  • Employment Equality (Sexual Orientation) Regulations 2003
  • Employment Equality (Religion or Belief) Regulations 2003

Responsibility For Equality & Anti-Discrimination Policy It is the responsibility of the Directors of Expresslines to define, promote and enforce this Policy. It is the responsibility of all staff to adhere to this Policy.

Breaches Of Policy

If any person or persons feel that this Policy has been breached, then they should bring this to the attention of the Director's of Expresslines. This may be done verbally, but preferably in writing. It is recommended that any complaints of this nature be dealt with through the Company Complaints Procedure.



Expresslines will accept complaints from any customers, members of the public or any other third parties that wish to communicate their thoughts to us.

All incoming complaints must be recorded on a complaints log sheet. (these may be hand written or completed on pc).

Once complaints have been recorded they will then be passed to the most appropriate person to investigate.

Customers will be requested to put all complaints in writing. generally, only written complaints will receive a written response.

All complaints should be at least looked at superficially within 24 working hours and responded to within 7 working days.

All completed complaint logs will be kept in a central file for future reference.

Letters of complaint should be attached to complaint log sheets, but all staff notes must be on the complaint log sheets themselves.