Our primary consideration for restarting our network has been to make sure we do all we can to ensure the safety and wellbeing of our people and our customers.
We hope that you will find this guide helpful and informative, containing all the information you will need to get things started, helping us to safeguard the wellbeing of our people and customers alike.
Safer Travel Policy
Self temperature checking - Take your temperature at home before work to check that you are fit for work. If your temperature is 38C or above, stay at home and call 111. If you cannot take your temperature at home, please use the hand held thermometer available at your Coach Station.
PPE - PPE is available and must be worn for your protection. Always wear a face mask covering whilst at the Station including communal areas. Wear gloves when handling cash or customer luggage. Ensure you use the PPE disposal bin available at your site to dispose of single use PPE.
Social distancing - Promote and adhere to social distancing at all times. Stay apart, stay safe.
Hygiene & Cleaning - Coach Stations will be subject to an enhanced cleaning regime including electrostatic misting (Fogging).. Please use the hand sanitiser provided and wash your hands regularly, for 20 seconds or more. Wipe your desk, keyboard, phone, equipment etc before and after your shift.
Loading and Boarding - Please continue to assist drivers carrying out ticket checks and loading luggage as before, but remember to wear your PPE and maintain social distancing.
Face coverings - It is a legal requirement for customers to wear a face covering when using public transport. A scarf or bandana can be accepted as a face covering. Customers should be refused travel if they will not wear a face covering. Please notify NCC of all such refusals. Small stock is available for sale at each Coach Station. Exemptions: customers with health conditions that prevent them from wearing a face covering. Under the Equality Act, do not ask for proof of a health condition.
Tickets - Any customer refused travel due to no face covering or having a temperature over 38C will be entitled to a full refund or free amendment. All Coachcards have had their validity period extended by 6 months. This will not be reflected on the Coachcards that customers carry, please do not decline travel. All Multirides have all been given extended validity until the end of the year; Customers with unused journeys to redeem are to be accommodated, subject to capacity.
Conflict - The world has changed and we are all working, living and travelling in different ways. Coping with change may cause additional conflict. Please stay calm and step back whenever dealing with conflict. Do not react or raise your voice. Report any instances of verbal, racial or physical abuse to your Line Manager.
To support you with answering customer questions our Customer Experience Team has created a Welcome Back; Customer Services Manual.
This manual is a comprehensive customer Q&A guide for front-line teams and can be accessed here.
After making the relevant safety and customer announcements:
We recognise that the current situation means that there is an increased risk of conflict. There are new and additional requirements for yourself and our customers which may cause difficulties. This document is to provide you with some tips and guidance on how to prevent conflict from developing.
As much as this is a different way of working for you with increased responsibilities such as customer temperature checking, it is also a different way of travelling for our customers. Try and remember that people may not feel confident with travelling and may be worried about becoming infected with Covid-19. Be patient and understanding as people adapt to the new way of travelling.
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