This topic covers a range of legislation and regulations which govern the operational conduct of a bus and coach business and its customer facing operational staff. It also includes the rights and responsibilities of passengers, particularly those with disabilities, and the legislation and organisations to which customers have recourse in the event of poor service.

Employers' Duties

The key duties of the employer are to:

  • ensure that all staff are trained in relation to the regulations applicable to their role, and that they act accordingly

  • ensure that front line operating staff are aware of what actions are and are not permissible on the part of their passengers

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