Terms and Conditions of Carriage
Gatwick Hoppa LTD
These Terms and Conditions of Carriage (“Conditions”) apply to all journeys made on our services and to the use of any related tickets, passes, products and services provided by Gatwick Hoppa LTD. By entering, boarding or travelling on one of our vehicles, or by entering our premises, you are deemed to have accepted these Conditions.
We may update these Conditions from time to time, and the version in force at the time of travel will apply.
Gatwick Hoppa LTD is committed to providing a safe, clean, comfortable and dependable service. These Conditions explain the basis on which we carry passengers and are intended to operate alongside all relevant laws and regulations, including those relating to passenger conduct and lost property. Nothing in these Conditions removes or restricts any statutory rights you may have. Some services operated on behalf of third parties may be subject to additional or different conditions, and any such variations will be made clear locally where applicable.
1. General Conditions
We make every reasonable effort to run our services safely, reliably and on time. However, there will be occasions where this is not possible due to circumstances beyond our control, including but not limited to road closures, diversions, traffic delays, major events, severe weather, vehicle breakdown, or other operational difficulties.
Where reasonably practicable, we will try to provide information about service disruption. However, we cannot accept liability for losses, costs, inconvenience, damage or delay arising from cancelled journeys, delayed services, diversions, curtailed journeys, missed connections, full vehicles, or any other disruption to the service.
We reserve the right to amend, suspend, withdraw or replace any route, timetable, fare, ticket type or condition of travel at any time where this is necessary for operational, commercial, safety or other legitimate reasons.
We do not guarantee connections with other services unless a guaranteed connection has been expressly advertised by us.
Nothing in these Conditions excludes or limits our liability for death or personal injury caused by our negligence, nor does it affect your rights under consumer law.
2. Passenger Conduct
All passengers must behave in a way that does not put others at risk or cause nuisance, distress, discomfort or offence. We may refuse travel, require a passenger to leave a vehicle or premises, or take further action where behaviour is considered unacceptable.
When travelling with us, you must not:
smoke, vape, or use any electronic cigarette or vapour device;
behave in a threatening, abusive, aggressive or offensive manner towards staff or other passengers;
consume food or drink on the vehicle;
consume alcohol on board;
bring onto the vehicle any opened alcoholic drink, open container, or other item likely to spill, leak or cause disturbance;
bring illegal drugs or prohibited substances onto our vehicles or premises;
leave litter or other waste on the bus;
wear or carry items that are excessively dirty or likely to stain seats or fittings;
stand or sit in a way that obstructs gangways, stairwells, entrances, emergency exits or the driver’s area;
distract the driver or speak to them while the bus is moving, except where necessary in an emergency;
tamper with, misuse, damage or deface any part of the vehicle or its equipment;
hand out leaflets, sell goods, or collect money without our prior written consent.
Passengers must follow all reasonable instructions given by our staff. This includes instructions relating to safety, seating, standing capacity and use of designated spaces.
You must show consideration to elderly, disabled and vulnerable passengers, including vacating priority seating or wheelchair areas when required.
If you are injured while boarding, travelling or alighting, you should report this to a member of staff as soon as possible.
A person who, in the reasonable opinion of the driver or an authorised company representative, appears likely to behave in an anti-social, unsafe or disruptive manner may be refused travel.
Anyone in breach of these Conditions or relevant law may be asked to provide their name and address, removed from the vehicle or our premises, refused onward travel without refund, and in serious cases reported to the police or other authorities. We may also temporarily or permanently ban individuals from using our services where considered necessary.
Our vehicles and premises may be monitored by CCTV, including audio recording where appropriate signage is displayed. Recordings may be used for safety, security, service monitoring, complaint handling and legal proceedings, and may be shared with police, enforcement bodies, the Traffic Commissioner or other relevant authorities where lawfully requested.
Although we do our best to manage conduct on our services, we cannot be held responsible for the behaviour of other passengers.
3. Boarding and Alighting
In most built-up areas, passengers should board and leave the bus at recognised bus stops. At bus stations or in other busy areas, particular stops or stands may be allocated to specific services.
Passengers must not try to board or leave a moving vehicle, or attempt to get on or off at places that are not proper stopping points, such as traffic lights, roadworks or other roadside hold-ups.
Once a vehicle has departed from its stand or designated stop, passengers must not attempt to board it.
Emergency exits must only be used in a genuine emergency.
In areas where buses may stop on request, the driver will only stop where it is safe and lawful to do so. Passengers should signal clearly in good time and choose a safe location away from junctions, parked vehicles and other hazards.
Passengers wishing to alight should press the bell in reasonable time. For your own safety, you should remain seated until the bus has come to a complete stop wherever possible.
4. Wheelchairs, Prams and Buggies
We continue to invest in accessible vehicles in order to improve travel for wheelchair users, passengers with disabilities, and those travelling with young children.
All of our buses are wheelchair accessible and fitted with a ramp at the entrance. If you need the ramp to be deployed when boarding or leaving the vehicle, please ask the driver.
Each bus has a designated wheelchair area. Wheelchairs, including electric wheelchairs where accepted, must be positioned correctly within that space, with brakes applied and with the rear of the chair against the backrest where provided. Gangways and aisles must remain clear at all times.
If the wheelchair space is already occupied by another wheelchair user, we may be unable to carry a further wheelchair user on that journey.
Electric wheelchairs may be carried where the passenger can safely board using the unit’s own power and where the wheelchair can be positioned safely within the designated space. Mobility scooters are not permitted on our vehicles.
Subject to available space and the driver’s discretion, small prams and unfolded buggies may be carried, but only where they do not obstruct the gangway and where the designated wheelchair space is not required by a wheelchair user or disabled buggy user.
Passengers travelling with buggies or prams must cooperate if that space is needed by a wheelchair user or disabled buggy user. This may include moving, folding or storing the buggy. Refusal to do so may be treated as a breach of these Conditions.
5. Bicycles and Scooters
Non-folding bicycles are not permitted on Gatwick Hoppa vehicles.
Folding bicycles may be carried if safely folded, properly secured, and stored in the designated luggage area in a suitable bag or protective cover.
Non-motorised scooters may be carried provided they are safely stored in the lower deck luggage area. They must not be taken onto the upper deck of a double-deck vehicle.
E-bikes and e-scooters are not permitted on any Gatwick Hoppa vehicle.
6. Luggage and Personal Belongings
For the safety and comfort of all passengers, we may limit the size, quantity or type of luggage and belongings brought onto our vehicles. We reserve the right to refuse any item that is too large, awkward, unsuitable, unsafe or excessive.
The driver may refuse luggage if, in their opinion, it cannot be carried safely or would obstruct gangways, doors, exits or access areas.
Passengers remain responsible for all personal belongings they bring onto the vehicle. If you are refused travel because there is insufficient space or because an item cannot be carried safely, we will not be liable for any resulting inconvenience, loss or cost.
For security reasons, we may ask you to open luggage or other containers for inspection in your presence.
Fragile items such as laptops, televisions, radios and other electronic equipment are carried at your own risk, even where properly packed. We do not accept responsibility for damage to such items unless required by law.
Paint may only be carried if it is in its original sealed container and does not exceed 5 litres.
We will not carry dangerous, flammable or prohibited items, including but not limited to explosives, weapons, ammunition, petrol, combustible materials, hazardous chemicals or similar articles.
7. Animals
Registered assistance dogs accompanying disabled passengers are carried free of charge and are welcome at all times. Assistance dogs should wear the appropriate harness, lead or identification where applicable.
Other dogs or small animals may be carried at the driver’s discretion, provided they are well behaved, under control, and do not create a nuisance, risk or discomfort to passengers or staff.
Dogs permitted to travel must remain on a lead or harness at all times and should be muzzled if appropriate or legally required.
Other small animals must be suitably contained, caged, boxed or otherwise kept under proper control. Animals must not be placed on seats or allowed to obstruct doors, aisles or exits.
Anyone bringing an animal onto the vehicle is responsible for any injury, damage, mess, loss or disruption caused by that animal.
The driver has the final say on whether an animal may travel and may refuse or withdraw permission where necessary, including where another passenger reports an allergy or safety concern. If requested, the animal and its owner must leave the vehicle.
Livestock and other large animals will not be carried.
8. Lost Property
We will take reasonable steps to trace and return property left on our vehicles or premises.
Items found on board should be handed to the driver.
Non-perishable lost property that is handed in and retained by us will normally be kept for up to 4 weeks. If not claimed within that period, it may be disposed of in an appropriate manner.
Perishable items may be disposed of after 24 hours, or sooner if they deteriorate, become objectionable or present a health risk.
If a lost item is stored in a bag, case, parcel or other container, we may open it where reasonably necessary in order to identify the owner or assess the contents.
Anyone claiming lost property must provide sufficient proof of ownership and may be asked to provide their name and address. An administration charge may apply. If we agree to post an item back to you, postage and packaging costs must be paid in advance.
Lost property enquiries should be directed to Gatwick Hoppa LTD. Contact information is available through our customer service channels.
9. Fares and Tickets
Current fare information is available via our published materials and at www.gatwickhoppa.co.uk.
When boarding, you must either:
show the driver a valid ticket, pass or other travel authority; or
pay the correct fare for the journey you intend to make.
If you are using a smartcard, QR code, magnetic pass or similar product, it must be presented for scanning or inspection so that validity can be checked and the journey recorded where applicable.
If paying on board, you should make sure the ticket issued matches the fare paid and the journey being made.
We do not accept cheques, cash or foreign currency on board. Contactless debit card payments are accepted on Gatwick Hoppa buses for ticket purchases up to £45.00. Tickets and passes may also be purchased via www.gatwickhoppa.co.uk or through our mobile ticketing app where available.
Some vouchers or warrants may be accepted where valid and issued for that purpose.
You must keep your ticket, pass or other travel authority for the whole of your journey and show it to any authorised company representative on request. If you cannot produce a valid ticket, or if the ticket has been altered, tampered with, damaged or obtained improperly, you may be required to pay again and may be refused travel. We will not normally refund any additional fare paid if you later locate a missing ticket.
Once your ticket or pass is no longer valid, or once you have completed the journey it covers, you must leave the vehicle unless you pay a further fare.
It is your responsibility to ensure that you hold a valid ticket for the full journey and that you carry any supporting identification required for concessionary or discounted travel.
Passengers travelling without a valid ticket or authority may be liable to prosecution.
Single and return fares are generally calculated by fare stage. If you board or leave the bus at a location that is not itself a fare stage, the nearest applicable stage may be used to calculate the fare.
Single and return tickets do not allow a break in the journey unless expressly stated otherwise.
Return tickets are valid for one outward and one return journey, subject to the product conditions in place at the time of purchase. It is the passenger’s responsibility to check those conditions.
Child fares apply to children aged 5 and over but under 16 years of age.
Up to two children under the age of 5 may travel free when accompanied by a responsible fare-paying passenger, provided they do not occupy seats needed by fare-paying passengers and are seated appropriately. Any additional child under 5 will be charged at the child fare rate.
Tickets bought from a hotel kiosk are valid as follows: single tickets for 24 hours from purchase, and return tickets for 28 days from purchase.
Where purchased through the Gatwick Hoppa App, M-tickets are valid for up to 60 minutes after activation. Passengers should only activate an M-ticket when ready to travel.
We offer a range of ticket types and travel products. Details of price, validity and conditions can be found at www.gatwickhoppa.co.uk.
Refunds for tickets, passes, smartcards or travel products are considered at our discretion and, where approved, may be subject to an administration fee.
10. Gatwick Hoppa App M-Tickets
Selected tickets and passes may be available through the Gatwick Hoppa App as mobile tickets.
M-tickets are stored within the app wallet on your phone and must be shown to the driver when boarding. After any visual inspection, the QR code must be scanned using the ticket machine where required.
It is your responsibility to ensure that your phone has sufficient battery power, internet access and screen functionality to display a valid M-ticket throughout your journey. If you cannot produce a valid M-ticket when requested, you may be required to buy another ticket.
M-tickets rely on internet access for validation and anti-fraud measures. Their QR code and security data may refresh regularly. A live, valid and activated ticket must be presented. Screenshots, photographs or other copied images of tickets will not be accepted.
Where the app requires a photograph of the ticket holder, the image uploaded must be a clear and accurate likeness of the passenger using the ticket.
If the photo shown on an M-ticket does not match the holder, travel may be refused and a further fare may be charged. If an inspector finds that a false, misleading or inappropriate image has been used, the ticket may be suspended or cancelled until the account is corrected.
We may carry out monitoring and inspection activity to identify misuse or fraudulent use of M-tickets. Any ticket found to have been used fraudulently may be cancelled electronically and the account holder notified using the email address registered to the app account.
11. Concessionary Travel
Local authority and national concessionary travel passes are not valid for travel on Gatwick Hoppa services unless expressly stated otherwise.
12. Complaints and Feedback
We welcome feedback, suggestions and complaints because they help us improve our services and address issues where things have gone wrong.
All complaints and comments received in writing, by email, by telephone or in person will be reviewed and handled fairly and respectfully.
We aim to respond as quickly as possible. In some cases we may first acknowledge the complaint and explain if further investigation is needed. While some matters take longer to review, our aim is to provide a full response within 28 days wherever possible.
Where an issue falls outside our control or responsibility, we may pass the matter to the appropriate organisation and tell you that we have done so.
Information on how to contact our Customer Services team is available on our buses, in printed publicity and at www.gatwickhoppa.co.uk.
If you remain dissatisfied after receiving our response, you may be able to refer the matter to the Bus Appeals Body in England and Wales, which offers an independent review of complaints concerning local bus and scheduled coach services.
13. Changes to These Conditions
We may amend these Conditions at any time. The latest version will be published at www.gatwickhoppa.co.uk and will apply from the date it comes into effect.
14. Legal Notice
These Conditions are governed by the laws of England and Wales, and any dispute arising from them shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any part of these Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
These Conditions set out the full agreement between Gatwick Hoppa LTD and its passengers in relation to carriage on our services. No employee or representative is authorised to alter these Conditions unless such change is confirmed in writing by the company.