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Help section & Conditions of Carriage

Unhappy with the service you received today? Please get in touch and let us know why!

You have the right to make a complaint about any aspect of McGill's services. The information below shows the details of McGill's procedure when you first report an issue with customer services.
  • When you contact McGill's (via email, letter or telephone) a full report is logged on our system and passed to the relevant depot for investigation.
  • The depot then has 14 days to respond to customer services in regards to the customer issue.
  • As soon as customer services receive a reply, a member of the team will contact the customer at their earliest convenience with the result of their enquiry.
  • If the customer is for any reason unhappy with the response given, the next stage is for the information to be passed to McGill's customer services supervisor, and the issue will be investigated again in the hope to resolve the matter for the customer.
  • The last stage, if McGill's cannot resolve your issue, is for the customer to contact SPT or Bus Users Direct.
You can contact Bus Users Scotland below:

Bus Users Scotland
Hopetoun Gate
8b McDonald Road
Edinburgh
EH7 4LZ

FAQs

1. Does McGill's carry bikes?

The Company does not have any facilities to carry or store standard pedal bicycles on our buses. Please see section 11 for further info.

2. Are food and drink allowed to be consumed on buses?

No food, drink or alcohol may be consumed, only carried, while travelling on the Company's buses. Hot drinks must be carried in a sealed container.

3. Can I take a pram on a bus? 

Buggies or pushchairs are carried so long as they are foldable as a single unit, however, we do not have any space on our buses designated only for buggies. Please see section 3.2 for further information. 

Conditions of Carriage

In these Conditions of Carriage, the following expressions, unless the context requires otherwise, have the following meanings:

The Company

McGill's Bus Service Limited. A Limited company registered in Scotland, No. 027238, with its registered office at 99 Earnhill Road, Larkfield Industrial Estate, Greenock, PA16 0EQ.

Company official

An employee of the Company such as a driver, inspector, route manager, or supervisor.

Timetables

The timetables of the Company's bus services.

Accessible bus

A bus of low-floor design, giving step-free access from the passenger door to designated wheelchair space and/or buggy space.

1. General

These conditions form the entire understanding between the Company and its passengers, and apply to all passengers travelling with McGill's.

The Company uses all reasonable means to maintain the local services published in its timetables but accepts no liability for any loss, damage, or inconvenience arising from the failure to do so.  The Company reserves the right, for operational or other reasons, to alter, suspend, withdraw services, conditions or fares at any time.

The contract between the Company and any passenger is limited to carriage upon the Company's own services and any liability shall be limited accordingly. In particular, but without limitation, the Company has no responsibility for the acts or omissions of third parties including any delays or cancellations to third party services. 

The Company shall not be liable for any loss, damage, or inconvenience arising from the communication of information in good faith by any member of the Company's staff. 

Entrance into any of the Company's vehicles or premises confirmed acceptance of these conditions. 

2. Conduct of passengers

Passengers must do nothing which endangers or causes discomfort or offence to any other person on the bus. Specifically, passengers must not smoke, (including the use of electronic cigarettes or personal vaporisers), put their feet on seats, play music which another passenger can hear or cause any other disturbance.

Passengers must not distract or obstruct the driver, or interfere with any equipment on the bus.

Drivers may refuse to carry an item which they believe to be excessively large or likely to cause injury to anyone or damage to any property. Passengers must follow all instruction given by the driver in relation to items brought onto the bus.

When boarding, passengers must state the journey they are taking, pay the fare or present a valid pre-paid ticket. At the end of that journey, they must leave the bus. 

Passengers who break these rules must give their name and address to the driver when requested and may be obliged to leave the bus by a Company Official or Police Officer. 

No food, drink or alcohol may be consumed while travelling on the Company's buses. Hot drinks must be carried in a sealed container.

The legal obligations which apply to passengers travelling on our buses are set out in "The Public Service Vehicles (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990.

3. Accessible Buses

We want as many people as possible to be able to use our buses in safety and comfort. Most of our buses have dedicated wheelchair space while some buses also have space for a buggy.

If there is no wheelchair user on the bus, other passengers including those travelling with a buggy or with bulky luggage may occupy the wheelchair space.

Please note that mobility scooters are not permitted on our buses.

3.1 Wheelchairs

Buses with wheelchair space are designed for wheelchairs which are no bigger than 700mm wide, 1200mm long and 1350mm high. It may be possible to fit larger wheelchairs onto some buses.

The Company has invested a significant amount in buying a largely wheelchair accessible fleet. Wheelchairs within the above size can access the Company's DDA-certified buses. It will be a very rare occurrence that a bus will be unable to carry a manual or power wheelchair. 

Wheelchair users have priority over all other passengers within the designated wheelchair space. Although if the bus is full or if there is already another wheelchair user occupying the space, a wheelchair user will unfortunately not be able to board.

Wheelchair users and/or carers must ensure the wheelchair is positioned against the 'ironing board' backrest facing the rear of the bus, with brakes on. Ask the driver for assistance if necessary. 

If there is no wheelchair user on the bus, other passengers including those travelling with a buggy or with bulky luggage may occupy the wheelchair space.

Mobility scooters are not suitable to travel on any McGill's buses. 

3.2 Travelling with young children

Space on McGill's buses is limited. We recommend that passengers who intend to travel on our services with a small child use a smaller, easily foldable buggy. 

Buggies including pushchairs and travel systems, which will not obstruct the aisle, may be brought onto our buses unfolded. 


We face competing demands for the limited space available on our service buses, and at present, we do not have any space on our buses designated only for buggies. Most of our low floor buses can accommodate one wheelchair and one unfolded buggy or pushchair at the same time. Should the situation arise that a wheelchair user wishes to board the bus already carrying an unfolded buggy; we ask the passenger with the buggy, to fold the this and vacate the space to allow it to be used by the wheelchair user. We ask that passengers with the buggy be respectful to the needs of any wheelchair passenger who might board after them and that they will, without issue, fold the buggy and vacate the space.


4. Standing passengers

On our buses, no passengers may stand upstairs or on the stairs. Notices are posted downstairs to indicate other areas where standing is now allowed. When standing, passengers must not block the driver's view.

5. Tickets

When boarding any of our buses, all passengers must buy or already have a valid ticket, which remains the property of McGill's and must be produced for inspection on boarding any vehicle at the request of any representative, of the company, or its agents. Please ensure that you are issued with the correct ticket for your journey. 

All student ticket holders must show a valid student card at all times when boarding a McGill's bus. Passengers unable to present their student card will be required to purchase an adult single ticket for their journey. 

The Company will refuse travel and prosecute anyone caught travelling with an altered, fake or out-of-date ticket.

Family tickets are for 2 adults, and up-to 3 children. One adult and one child must be present at all times, when using this ticket. 

Tickets are only valid for the route or GoZone it was purchased.

Child, all-day tickets expire at 10.00pm each night.

Young Scot Card holders can also receive 1/3 off an adult single ticket, when you scan your Young Scot card.

The Company takes part in the Scotland-wide Concession Travel Scheme, eligible cardholders can travel at the concessionary rate on all of our services.

6. Fares

The most up-to-date information on GoZone prices is available from our website or our m-ticket app. For information on single and return fares, you can contact customer services free on 08000 51 56 51.

Senior school pupils (S4-S6) who are over 16 years of age, can continue to access child fares when in school uniform only.

7. CCTV

For security reasons, some buses and premises are fitted with audio CCTV to ensure that evidence of any act of violence, theft, inappropriate behaviour or criminal damage can be recorded. 

Any acts of violence, theft, damage, accidents or inappropriate behaviour may be passed to the Police, the Traffic Commissioner or other enforcement group.

We will always use all means to secure prosecution of anyone who commits a violent or criminal act on our buses or in our premises. 

8. Luggage

Accompanied luggage is carried at the driver's discretion and the passenger's risk. The Company will not be liable for any loss of, or damage to, luggage. Luggage must not be placed on any seat or cause any obstruction. 

The following items may NOT be taken onto the Company's buses:

a) any weapon or explosive or any article which is dangerous, offensive or excessively cumbersome

b) bicycles other than folding bicycles which are folded and fully enclosed in a suitable carrying bag

c) non-folding wheelchairs, except where the designated wheelchair space is unoccupied

d) mobility scooters

e) any battery from which corrosive liquid might leak

Paint may be brought on to out buses only if it is in a sealed, newly purchased container, in a bag and is placed on the floor of the bus. 

Passengers are liable for the cost of any cleaning or repairs required as a consequence of any spillage from articles they have taken onto the Company's bus. 

Passengers are responsible for the safety and security of their luggage and liable for any injury, damage or loss which it may cause to the Company's buses, property, employees or other passengers.

9. Lost property

The Company will do everything we can to locate any reported lost property on our buses. 

If you have left something behind, please contact our customer services department immediately. Provide as much information as you can when reporting your lost property including, details of your lost item, which bus you were travelling on, and the date & time of your journey.

If your lost property is identified at one of our depots, the passenger will make their way to the depot, where they will be asked routine security questions before being handed back their belongings.

Lost property will be held for one month unless it's perishable, then it will be held for 48 hours.

To report an item of lost property, customers must call customer services on 08000 51 56 51, to report it.

The Company will not be liable for any loss of, or damage to, items left on our buses.

10. Animals

Small animals are carried, at the discretion of the driver. Guide dogs, assistance dogs and learning dogs will have priority over any other animal.

Dogs must be on a lead and are carried on local services only. Please note that we do not carry dogs on any motorway routes, and that we only allow one dog to travel at any one time on a bus.

All other animals must be secured in a suitable cage or carrying case. The driver may require an animal to be taken off the bus at any time. 

Animals taken onto a McGill's bus are the responsibility of the person they are travelling with. The owner of the animal is responsible for any damage caused by the animal, to any person or property on the bus. The cost of any necessary repairs or cleaning will be charged to the owner of the animal.

All animals are carried at the owner's risk. McGill's will not be liable for any loss or injury.

11. Bicycles

The Company does not have any facilities to carry or store standard pedal bicycles on our buses. If you have a folding bike that can be stored in the luggage area, which a handfull of buses have available, the Company is more than happy to carry this free of charge. The Company has a duty of care to all passengers and must ensure that the aisle is kept clear at all times from any obstruction. The wheelchair space cannot be used to store bicycles or for a cyclist to stand in with their bicycle. 

12. Suggestions and comments

Suggestions and comments from customers are very welcome. Please send them or any complaint to our Customer Service team at McGill's Buses, Greenock Road, Inchinnan, PA4 9PG or email enquiries@mcgillsbuses.co.uk

If we cannot resolve a complaint, you can write to Bus Users Scotland, Hopetoun Gate, 8b McDonald Road, Edinburgh EH7 4LZ. Call 0300 111 001 or email enquiries@bususers.org.


 

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