Conditions of carriage
Conditions of carriage
Introduction
This document contains the conditions under which we carry customers and their property. They are consistent with the relevant statutory regulations including those concerning the conduct of passengers and lost property, and do not affect your statutory rights.
These conditions will be subject to change from time to time and any updated versions will be placed onto our website at www.falconbuses.co.uk. These conditions were last reviewed on 25 February 2026.
When using our services you are deemed to have agreed to these conditions and to abide by and observe all regulations set out in these conditions.
Services
Our aim is to provide a safe, reliable and punctual service, and we make every effort to maintain the bus services shown on our timetables, but there may be times we are unable to operate our services as advertised due to factors outside our control such as traffic congestion, road works, vehicle breakdowns, major events, extreme weather conditions or other unforeseen circumstances.
During these times we will take all reasonable steps to keep this disruption to a minimum and advise you accordingly through our website and app, but we shall not be liable for any losses, damages, cost or any inconvenience that you may suffer in the event of any cancellation, delay, diversion or any other event affecting our services.
Customers
We value our customers and thank you for choosing to travel with us – our aim is to always achieve an excellent level of service. We aim to ensure that you have a safe, comfortable journey on a clean, well-maintained vehicle and that you will be treated with respect and dignity whilst on board our buses.
For the safety of customers, and our staff, all our vehicles are fitted with CCTV, and we comply with the Data Protection Act 1988 and the CCTV Code of Practice. CCTV recordings may be passed to the police to be used as evidence.
Conduct of customers
We reserve the right to refuse entry to a customer or request a customer to leave our buses or premises at any time, if we have reason to believe their behaviour may jeopardize the safety, security or wellbeing of others.
When travelling with us customers must not:
Behave in or manner that is abusive or threatening, or that may cause offence towards other customers or our staff
Except in an emergency, talk the driver whilst the bus is moving, obstruct the driver’s vision or distract them in any way
Obstruct any emergency exits, or any normal entry or exit point
Smoke, including vapes or e-cigarettes
Drink alcohol, take drugs or solvents, or be under the influence of these substances
Eat or drink any items that may make the environment unpleasant for other customers
Play loud music, a musical instrument, mobile phone, or any other electronic device that may cause annoyance to other customers or distract the driver
Wilfully damage, deface or otherwise misuse any fixture, fitting or other part of the vehicle
Be wearing soiled clothes or carrying soiled items which may stain the seats
Leave litter or discard items on the bus
This list is not exhaustive, and we expect customers to have respect for each other and follow any guidance, advice or instructions given by our employees.
In respect of a serious breach of conduct, or repeated breaches of conduct, the company reserves the right to levy a permanent ban on travel on its buses.
We will prosecute anyone who we believe to have behaved in an illegal manner.
Getting on and off the bus
When you wish to board one of our buses at a bus stop you should raise your arm clearly to indicate to the driver that you wish the bus to stop to allow you to board.
When you are ready to leave the bus at the next stop, please press the ‘stop’ button in good time and wait for the bus to stop.
You must not attempt to get on or off a bus which has stopped other that at a designated stop (apart from sections of route that have been designated as ‘hail & ride’)
You must not use emergency exits other than in a genuine emergency.
You must notify a member of staff immediately if you sustain an injury whilst boarding, travelling on or getting off one of our buses.
Fares & tickets
When you board the bus, you must either:
Pay the fare for the journey you intend to take
Show the driver a valid ticket, pass, or other form of authority to travel which the driver will check to confirm its validity for the journey you are making
Present your Falcon Buses app m-ticket
When making payment to the driver you should ensure that you are given a new ticket which corresponds to the amount you have paid and that it is valid for your entire journey.
Tickets must be retained for the entire journey and be available for inspection on demand by a company official. If you are unable to produce your ticket you may have to pay again for the journey you are taking or a penalty fare.
Concessionary travel scheme
Concessionary travel schemes are operated and administered by local authorities in England, the Scottish Government and the Welsh Assembly, we participate in the scheme according to their terms, conditions and rules which may vary from time to time.
We only accept English National Concessionary cards and there are time constraints on their use imposed by Surrey County Council.
If you hold a valid concessionary pass you will be asked to place this on our ticket machine for acceptance and a zero-value ticket will be issued for the journey. The validity of the pass is determined by the card issuer, and you must place it on the reader for every journey you undertake.
If you find your pass is not working, the driver will have to request the normal payment for the journey.
Young persons fares
Children aged from 5 until their 16th birthday pay child fares.
Young persons aged 16 until their 19th birthday pay YuGo fares.
To buy young person’s tickets through our website and app you will need to use our verification service to prove your age and entitlement to these fares
Up to two children under the age of 5 may accompany an adult fare paying customer, or an adult in possession of a valid pass (including a concessionary pass) free of charge provided they do not occupy a seat required by an adult customer. Additional children under 5, or under 5’s travelling unaccompanied, will be charged at usual child fares.
Wheelchairs, buggies, scooters and bikes
Our fleet of buses are all DDA compliant and capable of carrying one wheelchair which should parked as indicated in the designated area on the bus with brakes applied.
Other passengers may use this space but must vacate it when required by a wheelchair user. If, however, the space is already occupied by a wheelchair user then no further wheelchairs can be allowed on the bus unless they are folded and securely stored.
Scooters of any type, bicycles or e-unicycles are not allowed on our vehicles. Folding bikes (excluding electric bikes) can be carried on board subject to storage space being available and provided they are contained within a bespoke bag.
While travelling, buggies must be securely positioned so that are stable and do not cause obstruction or obstruct the aisle. At the driver’s discretion, there may be times when a buggy or folding bike will not be allowed to board due to insufficient space being available.
Luggage and other objects
Reasonable items of luggage may be carried subject to space being available, but hazardous items such as fuel, car batteries etc cannot be conveyed at any time.
If there is no space available or your luggage causes inconvenience, discomfort or a hazard to other customers then you may be refused travel. We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.
We cannot be held responsible for loss or damage to luggage, objects or items on our buses.
Animals
Guide dogs, hearing dogs and assistance dogs will be carried at any time provided there is space for them to be carried.
At other times, one well behaved dog or other small animal which will not be a danger or nuisance for other customers or our employees is allowed to travel on our buses at the sole discretion of the driver.
All animals must be under the owner’s control and dogs should be always kept on a lead. They are not allowed to travel on the seats and must be either always carried on the passenger’s lap or on the floor of the vehicle.
If you are travelling with an animal, you are doing so at your own risk and you will indemnify us against any damage, loss or injury, whether direct or indirect, caused because of the animal travelling.
The owner of the animal will be liable for any damage or additional cleaning, along with loss of revenue due to the vehicle being out of service, if required due to fouling.
Lost property
We will do all that we reasonably can to locate and return any lost property left on our buses.
If you find any lost property on our buses, you should pass this to the driver. Our drivers check their buses at the end of their journey for any property left or lost on board. Lost property items are then documented and forwarded to our offices at our main Byfleet depot.
Lost property is only kept for a period of 28 days, apart from perishables which will be disposed of immediately or items that may become a health and safety risk which can be disposed of at any time at our discretion.
Any high value items, such as laptops and mobile phones, will require proof of identification before items can be released.
To report lost property please contact our customer services team on 01932 787752 on Mondays to Fridays only between 0930 and 1400.
We are unable to post, deliver or return any lost property to you, all items must be collected from the offices at our main depot in Byfleet. No appointment will be necessary but lost property can only be collected during the office hours shown above.
We cannot accept any responsibility for items left on our buses and coaches, or any items that are returned to our depots.
Data protection
In circumstances where we collect your personal data in connection with a retail transaction, customer survey or any other purpose we will only process your data in accordance with the principles in the Date Protection Act 1988.
Jurisdiction
The governing law for these conditions shall be the laws of England.
Compliments and feedback
We welcome any compliments and feedback (including complaints) as they help us to improve our services and put things right when things have gone wrong. When contacting us with any compliments and feedback it helps to have information such as ticket number, bus ID number (shown on the front and rear of the vehicle as well as near the driver’s cab), route number and direction the bus was travelling to help us identify the service you were travelling on.
You can contact us by letter, telephone or email:
Falcon Coaches Limited
20a Wintersells Road
Byfleet
Surrey
KT14 7LF
01932 787752
[email protected]
We will only respond to your compliments and feedback if you have requested us to do so - for complaints we aim to respond as promptly as we can, but please allow up to 10 working days for a response as some issues may require a more detailed investigation.
We handle complaints with consideration and tact and offer a sincere apology for when we have failed – if you are not satisfied with our response for any reason then please contact us again.
Alternatively, you can write to the Bus Appeals Body:
Bus Users UK
PO Box 119
Shepperton
TW17 8UX
[email protected]
Introduction
This document contains the conditions under which we carry customers and their property. They are consistent with the relevant statutory regulations including those concerning the conduct of passengers and lost property, and do not affect your statutory rights.
These conditions will be subject to change from time to time and any updated versions will be placed onto our website at www.falconbuses.co.uk. These conditions were last reviewed on 25 February 2026.
When using our services you are deemed to have agreed to these conditions and to abide by and observe all regulations set out in these conditions.
Services
Our aim is to provide a safe, reliable and punctual service, and we make every effort to maintain the bus services shown on our timetables, but there may be times we are unable to operate our services as advertised due to factors outside our control such as traffic congestion, road works, vehicle breakdowns, major events, extreme weather conditions or other unforeseen circumstances.
During these times we will take all reasonable steps to keep this disruption to a minimum and advise you accordingly through our website and app, but we shall not be liable for any losses, damages, cost or any inconvenience that you may suffer in the event of any cancellation, delay, diversion or any other event affecting our services.
Customers
We value our customers and thank you for choosing to travel with us – our aim is to always achieve an excellent level of service. We aim to ensure that you have a safe, comfortable journey on a clean, well-maintained vehicle and that you will be treated with respect and dignity whilst on board our buses.
For the safety of customers, and our staff, all our vehicles are fitted with CCTV, and we comply with the Data Protection Act 1988 and the CCTV Code of Practice. CCTV recordings may be passed to the police to be used as evidence.
Conduct of customers
We reserve the right to refuse entry to a customer or request a customer to leave our buses or premises at any time, if we have reason to believe their behaviour may jeopardize the safety, security or wellbeing of others.
When travelling with us customers must not:
Behave in or manner that is abusive or threatening, or that may cause offence towards other customers or our staff
Except in an emergency, talk the driver whilst the bus is moving, obstruct the driver’s vision or distract them in any way
Obstruct any emergency exits, or any normal entry or exit point
Smoke, including vapes or e-cigarettes
Drink alcohol, take drugs or solvents, or be under the influence of these substances
Eat or drink any items that may make the environment unpleasant for other customers
Play loud music, a musical instrument, mobile phone, or any other electronic device that may cause annoyance to other customers or distract the driver
Wilfully damage, deface or otherwise misuse any fixture, fitting or other part of the vehicle
Be wearing soiled clothes or carrying soiled items which may stain the seats
Leave litter or discard items on the bus
This list is not exhaustive, and we expect customers to have respect for each other and follow any guidance, advice or instructions given by our employees.
In respect of a serious breach of conduct, or repeated breaches of conduct, the company reserves the right to levy a permanent ban on travel on its buses.
We will prosecute anyone who we believe to have behaved in an illegal manner.
Getting on and off the bus
When you wish to board one of our buses at a bus stop you should raise your arm clearly to indicate to the driver that you wish the bus to stop to allow you to board.
When you are ready to leave the bus at the next stop, please press the ‘stop’ button in good time and wait for the bus to stop.
You must not attempt to get on or off a bus which has stopped other that at a designated stop (apart from sections of route that have been designated as ‘hail & ride’)
You must not use emergency exits other than in a genuine emergency.
You must notify a member of staff immediately if you sustain an injury whilst boarding, travelling on or getting off one of our buses.
Fares & tickets
When you board the bus, you must either:
Pay the fare for the journey you intend to take
Show the driver a valid ticket, pass, or other form of authority to travel which the driver will check to confirm its validity for the journey you are making
Present your Falcon Buses app m-ticket
When making payment to the driver you should ensure that you are given a new ticket which corresponds to the amount you have paid and that it is valid for your entire journey.
Tickets must be retained for the entire journey and be available for inspection on demand by a company official. If you are unable to produce your ticket you may have to pay again for the journey you are taking or a penalty fare.
Concessionary travel scheme
Concessionary travel schemes are operated and administered by local authorities in England, the Scottish Government and the Welsh Assembly, we participate in the scheme according to their terms, conditions and rules which may vary from time to time.
We only accept English National Concessionary cards and there are time constraints on their use imposed by Surrey County Council.
If you hold a valid concessionary pass you will be asked to place this on our ticket machine for acceptance and a zero-value ticket will be issued for the journey. The validity of the pass is determined by the card issuer, and you must place it on the reader for every journey you undertake.
If you find your pass is not working, the driver will have to request the normal payment for the journey.
Young persons fares
Children aged from 5 until their 16th birthday pay child fares.
Young persons aged 16 until their 19th birthday pay YuGo fares.
To buy young person’s tickets through our website and app you will need to use our verification service to prove your age and entitlement to these fares
Up to two children under the age of 5 may accompany an adult fare paying customer, or an adult in possession of a valid pass (including a concessionary pass) free of charge provided they do not occupy a seat required by an adult customer. Additional children under 5, or under 5’s travelling unaccompanied, will be charged at usual child fares.
Wheelchairs, buggies, scooters and bikes
Our fleet of buses are all DDA compliant and capable of carrying one wheelchair which should parked as indicated in the designated area on the bus with brakes applied.
Other passengers may use this space but must vacate it when required by a wheelchair user. If, however, the space is already occupied by a wheelchair user then no further wheelchairs can be allowed on the bus unless they are folded and securely stored.
Scooters of any type, bicycles or e-unicycles are not allowed on our vehicles. Folding bikes (excluding electric bikes) can be carried on board subject to storage space being available and provided they are contained within a bespoke bag.
While travelling, buggies must be securely positioned so that are stable and do not cause obstruction or obstruct the aisle. At the driver’s discretion, there may be times when a buggy or folding bike will not be allowed to board due to insufficient space being available.
Luggage and other objects
Reasonable items of luggage may be carried subject to space being available, but hazardous items such as fuel, car batteries etc cannot be conveyed at any time.
If there is no space available or your luggage causes inconvenience, discomfort or a hazard to other customers then you may be refused travel. We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.
We cannot be held responsible for loss or damage to luggage, objects or items on our buses.
Animals
Guide dogs, hearing dogs and assistance dogs will be carried at any time provided there is space for them to be carried.
At other times, one well behaved dog or other small animal which will not be a danger or nuisance for other customers or our employees is allowed to travel on our buses at the sole discretion of the driver.
All animals must be under the owner’s control and dogs should be always kept on a lead. They are not allowed to travel on the seats and must be either always carried on the passenger’s lap or on the floor of the vehicle.
If you are travelling with an animal, you are doing so at your own risk and you will indemnify us against any damage, loss or injury, whether direct or indirect, caused because of the animal travelling.
The owner of the animal will be liable for any damage or additional cleaning, along with loss of revenue due to the vehicle being out of service, if required due to fouling.
Lost property
We will do all that we reasonably can to locate and return any lost property left on our buses.
If you find any lost property on our buses, you should pass this to the driver. Our drivers check their buses at the end of their journey for any property left or lost on board. Lost property items are then documented and forwarded to our offices at our main Byfleet depot.
Lost property is only kept for a period of 28 days, apart from perishables which will be disposed of immediately or items that may become a health and safety risk which can be disposed of at any time at our discretion.
Any high value items, such as laptops and mobile phones, will require proof of identification before items can be released.
To report lost property please contact our customer services team on 01932 787752 on Mondays to Fridays only between 0930 and 1400.
We are unable to post, deliver or return any lost property to you, all items must be collected from the offices at our main depot in Byfleet. No appointment will be necessary but lost property can only be collected during the office hours shown above.
We cannot accept any responsibility for items left on our buses and coaches, or any items that are returned to our depots.
Data protection
In circumstances where we collect your personal data in connection with a retail transaction, customer survey or any other purpose we will only process your data in accordance with the principles in the Date Protection Act 1988.
Jurisdiction
The governing law for these conditions shall be the laws of England.
Compliments and feedback
We welcome any compliments and feedback (including complaints) as they help us to improve our services and put things right when things have gone wrong. When contacting us with any compliments and feedback it helps to have information such as ticket number, bus ID number (shown on the front and rear of the vehicle as well as near the driver’s cab), route number and direction the bus was travelling to help us identify the service you were travelling on.
You can contact us by letter, telephone or email:
Falcon Coaches Limited
20a Wintersells Road
Byfleet
Surrey
KT14 7LF
01932 787752
[email protected]
We will only respond to your compliments and feedback if you have requested us to do so - for complaints we aim to respond as promptly as we can, but please allow up to 10 working days for a response as some issues may require a more detailed investigation.
We handle complaints with consideration and tact and offer a sincere apology for when we have failed – if you are not satisfied with our response for any reason then please contact us again.
Alternatively, you can write to the Bus Appeals Body:
Bus Users UK
PO Box 119
Shepperton
TW17 8UX
[email protected]