Conditions Of Travel

Boarding the Bus

If you plan to travel with us, when you board the bus you must provide one of the following.

- A Valid ticket, bus pass or concessionary pass.

School bus passes may only be used within School Term / College times & concessionary bus pass holders may only be used for travel within the time parameters set by the local authority. In Norfolk & Suffolk this is 09:30 – 23:00 weekdays & all day Saturday & Sunday.

Or

- Pay the relevant fare to the driver. Remember to state the fare you require, the driver does not need to question the fare that has been asked for & it will default to an adult fare unless otherwise specified.
If you are travelling as a fare paying passenger always retain the ticket for your records, if you have purchased a return / day or multi journey ticket it will be needed for the next journey.

To speed up boarding & keep the flow of passengers moving we strongly advise paying for your fare with either contactless or via our mobile tickets.

If paying in cash then please tender the correct fare. Our drivers carry a small float but if change cannot be given then another method of payment must be used. 

Up to 2 children under the age of 5 may travel for free with a fare payer or concessionary pass holder. 

Coach Services Ltd takes no responsibility for personal belongings carried by passenger(s) on our services.

Bus Stops

We list all of our bus stops on our 'Timetables' page. Most urban stops are marked with a flag stating the name of the stop & location. We will only serve registered bus stops as we do not operate any 'hail & ride' services within our Network.

When you see the bus approaching please put your hand out to signal to the driver that you wish to board. If it is dark it is also helpful to use the torch on a phone or light to let the driver know you're waiting. Some stops are served by more than 1 service, to keep the route flowing the drivers will only stop if someone is waiting to board - this is why it is important to let the driver know by putting a hand out.

Purchasing M-Tickets through the Coach Services App

Coach Services Ltd offer M-tickets via the Coach Services App, either directly via the APP or via our website coachservicesltd.co.uk which can be sent to the app.

If you purchase an M-Ticket, choose not to travel & have not activated the ticket via the app we will refund the price of the ticket in full.

Activated tickets are non-refundable.

If your bus fails to arrive for reasons within our control,
we will refund the M-Ticket in full/or pro-rata on multi journey tickets.

If your bus fails to arrive or operates more than 30 minutes
late for reasons beyond our control, such as roadworks / traffic delays &
all other reasons that we cannot control, tickets are non-refundable.

Accessing the bus

- What we can carry,

Pushchairs, wheelchairs, small buggies & light luggage.

- What we cannot carry,

Bicycles, E-Scooters, hazardous products, hot food & beverages.
This includes hot drinks in a travel cup or mug, canned drinks & also recently purchased hot food.
We have these policies in place for the safety of our passengers & drivers.

If travelling with a wheelchair there is a specific area towards the front of the bus that is designed to carry the one wheelchair, it must be with the back to the upright & the brakes must be on. The low floor vehicle does have a ramp which is to be operated by a member off staff only.

We cannot guarantee low floor wheelchair accessible vehicles 100% of the time due to operational reasons & particular rural routes operate with step vehicles.

If travelling with pushchairs & buggies these can be pushed onto the bus & can be parked in the large area at the front with the brakes on, although at busier periods the driver may ask passengers to fold up the pushchair to allow space.
If the space has been taken & we cannot accommodate a passenger with a non-foldable item then unfortunately, the driver may ask the passenger to wait for the next available service. 

Travelling with Animals

Animals are not permitted on our services unless they can be kept in a small cage & sit on the lap on of the passenger while the vehicle is in motion.

Traveling with Assistance Dogs.

We welcome all assistance dogs aboard our vehicles.  However, we ask that the following expectations are met to ensure a smooth and pleasant journey for everyone:

Expectations for Assistance Dogs:

1. Training & Behaviour: The dog must be trained to behave well in public.
2. Temperament: The dog should have a safe and reliable temperament, even around other dogs and passengers of all ages.
3. Health & Hygiene: The dog must be healthy and pose no hygiene risks.
4. Toilet Training: The dog should be fully toilet-trained.
5. Seating: The dog should sit or lay under your seat, or in front of you if necessary. The dog should not sit on the seats, although it may sit on your lap if small enough.

Responsibility:

• The dog owner or handler is responsible for the dog’s behaviour and any liabilities.
• If the dog’s behaviour does not meet the required standards throughout the journey, the driver may ask the passenger to disembark at the next available stop.

Mobility Scooters – From 1 May 2026

From 1 May 2026, users of Class 2 mobility scooters will be permitted to travel on our buses as part of the Norfolk‑wide Mobility Scooter Permit Scheme.

Before travelling with us for the first time, mobility scooter users must complete an assessment to confirm they can safely manoeuvre their scooter on and off the bus. Once the assessment is successfully completed, a credit‑card‑sized photo permit will be issued.

To book an assessment, please contact us by phone on 01842 821509 or email [email protected].

Coach services Ltd will carry out assessments and issue the permit. If you already hold a valid permit issued by another Norfolk operator participating in the scheme, simply present it to the driver along with your concession pass (if applicable) or the correct fare.

We will ensure that all mobility scooters are assessed and approved as suitable for carriage on our vehicles. This approval covers both the design of the scooter and the user’s ability to control and manoeuvre it safely when boarding and alighting.

Passenger Conduct

Coach Services Ltd reserve the right to refuse entry to any of our vehicles.

Threatening behaviour towards our staff will not be tolerated in any shape or form & if we believe that certain behaviour becomes a safety concern for staff & or the travelling public we reserve the right to remove passengers regardless of where the bus is on its journey.

It is against the law to smoke or consume alcohol on any of our vehicles.

We kindly ask passengers to take all of their rubbish with them when they leave the vehicle & do not place soiled clothes or feet on the seats of the bus.

Lost Property

We will store lost property at our premises & keep a log of all items handed in.
If you think you have left at item on the bus please contact our office during office hours. All returnable

items must be collected at our office & signed for in person.

If lost property has not been claimed within one month, Coach Services Ltd will become the owner of the property & will dispose of it accordingly.

We cannot guarantee the return of lost property, please take care of your belongings at all times.

If perishable goods are not claimed within 48 hours they will be disposed of accordingly.

Bank Cards that are handed in will be destroyed unless collected in person by close of business on the same day the card is handed in & logged within our lost property.

Unaccompanied Children.

In the interest of safety, unaccompanied children under 8 years of age will not knowingly be carried, unless accompanied by a family member of 12 years or over. If the above circumstance does arise both parties must pay the appropriate child/adult fare for the journey.

Complaints & Feedback

All complaints & feedback, good or bad must be directed to the address below.

We will endeavour to answer all questions & take all comments into consideration.

We are not perfect & things will go wrong, when they do we would like to deal with the situation with a quick response and ensure it does not happen again.

Coach Services Ltd
1A, Howlett Way
Thetford
Norfolk
IP24 1HZ
web - www.coachservicesltd.co.uk
email – [email protected]
tel – 01842 821509 – 09:00 – 17:00 Monday – Friday