Welcome to Connexxion!

Transcription

1 Passengers charter Welcome to Connexxion! Reliable, convenient, comfortable and sustainable travel by bus in Amstelland & Meerlanden 10 th December 2017

2 Welcome to Connexxion, your bus operator in the Amstelland & Meerlanden region. We re delighted to have the privilege of getting you to your destination. That s why we do our utmost to make your journey as convenient, comfortable, safe and reliable as possible. In this passengers charter we are keen to show you what we will do for you, what you can expect from us and how we can make your journey an enjoyable one. We wish you a pleasant journey. Plan your journey quickly and easily beforehand Prior to setting out on your journey, you will be keen to know what bus you need to take at what time and from where it will depart. For this you can consult various sources: Connexxion s website: Our app (can be downloaded from the Google Play or App store). By phone on (Mon Sat from a.m. to p.m.) 9292.nl Bus route leaflets and timetables Ako bookstore at Haarlem Central Station (Mon-Fri from a.m. to p.m.; Sat from a.m. to p.m.; Sun from a.m. to p.m.). Info point Schiphol Airport (Mon-Su from a.m. to p.m) Tourist centre Hoofddorp. (Mon-Sat from a.m to p.m., Sun from p.m. to p.m.) Breaxx Amstelveen (Mon-Sun from a.m to p.m.) It goes without saying that our friendly, well-trained drivers and service staff are always ready and willing to assist you when it comes to planning your journey. Buying travel products from us is easy A ticket or travel pass is required to travel by bus. We offer three options for purchasing these. If you have an OV-Chipkaart (public transport chip card), then you will be able to obtain all the different travel products and subscriptions that are available through our webshop ( even those provided by other operators. You then proceed to a service point in the local area - the addresses can be found on our website - and by holding your card up to the reloading machine, the product is uploaded onto your OV-Chipkaart. The current range of travel products can be found at You can purchase a combination train/bus ticket at yellow NS Railway machines. One combined ticket will enable you to travel by train (NS) and bus (Connexxion) (available on certain train routes). You can purchase your travel pass directly from the service points. It is also possible to pick up your order from the pick up device in the bus. Topping up OV-Chipkaart balances can be done at scores of reloading points in the region, including the yellow machines at Albert Heijn supermarkets. Last but not least, you can always buy a ticket from the driver. N.B. Drivers will not be able to change 50 euro notes or higher. Please note that by 10 December 2017 it is no longer allowed to pay cash. You can pay with a cash card. We promise you clearly identifiable, clean and safe bus stops The bus stop is the starting point of your journey and the first time you get an impression of the journey itself. Consequently, one prerequisite is to have clean, readily identifiable stops where finding out which buses stop there is straightforward. In addition, we promise you the following: A safe bus stop with adequate lighting and limited trees and shrubs. Travel information at the bus stop in the form of a timetable. Current departure times by text message or a QR code listed at the bus stop. At the major hubs (transfer stops) you will find digital travel information boards displaying exactly which bus will be arriving and departing at what time. Bus routes are indicated by means of a number and colour. As well as the route number, the colour will also be presented at bus stops. This gives you even more certainty that you are boarding the right bus. In the unlikely event of you finding something at the stop that is not completely in order, then we would ask that you report this to the bus driver or via our website. This will enable us to put the bus stop back in order more swiftly.

3 We make sure our buses are accessible to all Public transport should be accessible to all. This is something we guarantee. Together with road maintenance authorities, we see to it that bus stops are accessible and feature clear signage, and we also ensure that anyone who is less mobile is able to travel with us. Are you elderly, unsteady on your feet or have reduced mobility? At the front of the bus, close to the driver, you will find the social seats, four clearly identifiable and easily accessible seats with ample room. These seats can be recognised by their different-coloured upholstery. One of our rules of travel is that younger people stand for the elderly and the disabled. If fellow passengers do not do so of their own accord, then our drivers will step in. Thanks to an extensible ramp and a wheelchair space on the right-hand side of the bus, wheelchair-bound passengers will also find travelling on the bus straightforward. Simply press a clearly identifiable button on the outside of the bus to let the driver know that someone in a wheelchair would like to board the bus. Whenever a wheelchair user is not using this space, it can also be used for pushchairs, prams, foldable bicycles and baggage. We make sure that your bus leaves on time When travelling by bus you need to be able to rely on getting to your destination on time. We can assure you of this by means of a clear, reliable timetable. Our bus routes are governed by this timetable and we never leave a stop too early. We provide ample bus availability. What this means is that we offer regular buses, that there will be sufficient space in these buses, and that we will never leave you standing at a bus stop. If a bus has been pulled out of service, we will arrange replacement transport. This replacement bus will be there within 30 minutes of the original departure time of the cancelled bus. If the bus is late then you will be entitled to compensation (for more info see: Our customer service team are always ready and willing to assist you). Extra service: we guarantee to get you home When travelling with Connexxion you need to be able to rely on getting home according to schedule. Even with the last bus. For that reason, we guarantee to get you home! If you miss the connection to the last bus due to a delay on the previous bus journey, then your driver will arrange a free replacement taxi service for you. In the unlikely event that a last bus or route is not running, you can order a taxi to your destination in the Amstelland & Meerlanden. The telephone number can be found at the bus stop. Our drivers are ready and willing to assist you Our drivers are friendly, well-trained and their uniforms make them clearly recognizable. They are the face of our business, and your host on the bus. Our drivers are customer-friendly - when the bus is not moving, you can always ask them a question and they will do their best to help you. Our drivers are highly competent, which is evidenced by such things as their pleasant, comfortable, safe and environmentally-friendly driving style. We promise you a comfortable journey Apart from being fun and convenient, travelling by bus is also very comfortable. This is partly down to the pleasant driving style of the driver, but we do also offer you a number of extras. You will always get a seat if you are a bit more unsteady on your feet. Outside of rush hour we offer everyone a seat guarantee, exceptional circumstances excluded. Our buses are fitted with seats upholstered with thick, comfortable cushions. Our buses are always tidy and clean both inside and out thanks to our Clean Team, staffed by people with a mental or intellectual handicap, who clean the buses throughout the day. The Clean Team staff also flag up issues such as a broken seat or graffiti on the bus. This enables us to repair minor damage quickly. If you yourself spot something that is not in order, then you can always report this to the bus driver. All buses have free accessible Wi-Fi. There is ample room for your baggage. Free bus lanes enable us to provide rapid connections. Travelling by bus is a sustainable alternative to travelling by car. Together we do our bit towards creating a pleasant living environment

4 We provide up-to-date travel information in the bus during your journey The information screens in the bus display up-to-date travel information for the bus you are on. The screens are readily visible from every seat in the bus, and present the following information: Expected time of arrival at last stop. Next three stops at which the bus will be stopping. All opportunities for transferring at a so-called hub for the various bus companies. Up-to-date, personal travel information is always available for you You can search for the information you need at any time you like, ensuring it is tailored to your situation. To this end, we offer a variety of options: The waar is mijn bus? app allows you to follow the current progress of the bus you wish to catch. A map shows you precisely what stops your bus will be stopping at. One click on your destination stop will reveal the time at which you will reach that stop. Do you always leave from the same stop? Then search for your stop and mark it as a favourite for departure times. This can be done both on your computer and smartphone. You can also retrieve the stop page with the aid of the QR code that can be found at every stop. Do you regularly travel on the same bus route(s) and want to be kept abreast of delays on this route/these routes? Simply create a profile in the Connexxion app in which you can indicate the bus routes you would like to receive information on. As soon as there is a delay on your travel route or a bus is cancelled, you will be notified. Our travel information displays current disruptions by way of the digital travel information boards at the stops and through Twitter. Got a Twitter account? Then This will ensure you are always abreast of the latest information and gives you the opportunity to ask questions. It is of course possible to view Twitter without having an account, but you will not be able to ask any questions without one. Our travel information service operates Monday to Friday 05:00 22:30, Saturday 07:00 23:30 and Sunday 09:00 22:00. Our customer service team are always ready and willing to assist you. Want to ask a question, got an idea, or was the journey unsatisfactory? Our customer service team are keen to hear from you so as to be able to answer your question or remedy your complaint. Furthermore, your suggestion or complaint could help us to improve our services. You can also get in touch with the customer service team for lost property. Want to know what you re entitled to? The Municipal & Regional Public Transport Terms & Conditions set out all your, and our, rights and obligations. These terms and conditions can be found on our website. You can also obtain them from our customer service team. If your bus has been cancelled (the bus does not arrive within 30 minutes) or you cannot board because it is too full, then you are entitled to compensation of 4 for each cancelled bus. Compensation can be requested via our website. It is also possible to download a request form, complete it and send it to our customer service team. Not satisfied with the way in which our customer service team has helped you? Then this constitutes a dispute that can be submitted to the Public Transport Disputes Committee. The customer service team will always refer to this independent body in its responses. We actively cooperate when it comes to mediation regarding notifications that come through to us by way of the public transport service desk. The customer service team have a telephone for the deaf and hard of hearing. Forgotten to check-out? Refund requests can be submitted to our customer service team. Reports, questions, complaints or forgotten to check-out: connexxion.nl/klantenservice Connexxion Customer Service Public Transport Post Box 357, 8260 AJ Kampen* Tel.: (tarief: 2,8 ct. p/m met een starttik van 9,51 ct. + uw gebruikelijke telefoonkosten) Contactable Monday - Saturday hrs. Fax: (038)

5 Let us know what you think! If you have travelled on one of our buses, then we are curious to know what your experience was like. After all, you are our point of departure. Whether you are a regular passenger, just take the bus occasionally, or are a tourist visiting the region. For that reason we are keen to hear what it is you expect from us, how you would rate our service and what could be done differently or better. Let us know what you think using the OV panel (public transport panel). You can register for this at This will enable you to tell us each 6 months what you think about certain issues. This will only take up around 10 minutes of your time. And if you participate you will also be in with a chance of winning a free driving lesson on a bus. You can quickly and easily get your opinion heard using the Rating and Voting app which can be found in the Google Play and App store. Via this app we ask for your thoughts and how you would rate new ideas or innovations. This will enable us to continue to improve and optimise public transport together. Got some good ideas or suggestions for us? Please submit them using the electronic ideas box on our website: You can of course send them to our customer service team as well. Naturally we will let you know what we think of your plans! What we expect of you It goes without saying that Connexxion does its utmost to ensure that your bus journey is a pleasant experience. But we cannot do so on our own. Travelling together means taking other people into consideration. And this isn t always automatic. For that reason Connexxion has clear rules in place. Rules that ensure everyone feels at ease in the bus. Easy by bus Put up your hand as soon as you see your bus approaching. This will let the driver know that you wish to board the bus. This is particularly important at stops where multiple bus routes stop. Check-in using your OV-Chipkaart or buy a ticket from the driver. Where at all possible, please pay with the correct change (as long as paying cash is possible at the bus). This will prevent unnecessary delays. It is also the case that the driver may not always have the correct change. For safety reasons, notes of 50 or higher are never changed. A valid ticket will prevent a 50 fine. Please note that by 10 December 2017 it is no longer allowed to pay cash. You can pay with a bank card. Transferring? Ask the driver in advance, so he can arrange your transfer. The stop button can be used to indicate in timely fashion that you wish to alight. This will enable the driver to conveniently reduce speed so as to stop at the relevant bus stop. Safe by bus If the bus is full, please move towards the rear. This will enable everyone to find a seat and hold on. Ensure that your baggage does not cause an obstruction. In other words, please do not put it in the aisle or in front of the exit. The driver will decide whether or not your bags constitute a hazard. Your children s safety is paramount to us. For that reason children are not allowed to remain in buggies whilst the bus is moving; please sit them on your lap during the journey. Please refrain from wearing inline or roller skates. In the event of an emergency stop, this could be dangerous for yourself and other passengers. Do not talk to the driver whilst the bus is moving. The driver needs to pay full attention to the traffic. You can ask questions as soon as the bus has stopped at a bus stop. Comfortable by bus Offer your seat to others. A friendly gesture to a fellow passenger who may not find standing as easy as you do. Feet on the floor, not on the seats. Think of the people who will be sitting on those seats later on too. Do not cause a noise nuisance. Music players and mobile telephones are only permitted as long as the volume is set to a level that is not disruptive. Do not eat or drink in the bus, with the exception of water. Smoking is not permitted. Keep the bus clean and fresh - do not leave any litter behind and (for example) take your newspaper with you.