In addition to the service indicators and applied methods used for quality measurement, a series of our commitments to our clients is listed below. We consider these to be essential in attaining our most important aim; offering a passenger transport service with the highest levels of quality possible.
1. ADVANCED BOOKING
Using the 'Online Sales' option on this website, on those services that pertinent (no intermediate stops and no possibility of travelling on foot), our clients can now purchase their ticket 24 hours or more before their journey.
2. AVAILABILITY OF ADAPTED VEHICLES
Use the "Search your Route" option on this page, to find those services that run from the origin to the destination selected. Specifications are provided on vehicles adapted for disabled clients. A contact telephone number is provided for vehicles with partial adaptation to confirm schedule availability.
3. INFORMATION ON INTERNET
Our website provides the following updated information:
Timetables (or service frequency) and stops on the routes of all our services the "Search your Route" option".
Alterations to programmed services due to abnormal situations (roadworks, events, etc.).
Current prices, as well as information on the validity of each ticket.
Rights and responsibilities on the bus, including minimum payment age and other information for passengers.
Using the Contact option on this page, clients can send us their suggestions, complaints and demands; replies within 30 calendar days.
4. SERVICE DELAY POLICY
With respect to complaints or demands regarding delays, we undertake those verifications necessary to determine if problems were the result of traffic, due to circumstances beyond our control, or otherwise. This allows us to provide appropriate explanations and where applicable, apologise to affected clients.
5. TICKET PURCHASES
For the purchase of a single ticket on board the vehicle, only cash payment is accepted. The driver may only receive bills with a value of up to 20€.
Ticket offices accept cash payments for ticket purchases (assistants may only accept bills for an amount immediately above that of the purchase) and payment by bank card ( those cards detailed at the ticket office and provided that the operation can be electronically authorised).
This page details the offer of tickets adapted to certain client groups (with respect to age, etc.) and/or demand periods (multi-journey, monthly, etc.), together with information on prices, in Section 3.
6 & 7. THE AGE OF OUR FLEET
On the publication date of this service charter, the average age of vehicles in our fleet that provide regular services in less than 7 years.
The maximum age of those vehicles we use to provide these services is 16 years.
8. ENVIRONMENTAL MANAGEMENT SYSTEM
We have a system of environmental management pertinent to the activity of transporting passengers by road, certified in accordance with the ISO 14001 regulation.