At Thamesdown Transport we aim to give you the best possible service. This Charter sets out exactly what you can expect from us and explains how to make the best of our service.

• Our punctuality target is that 95% of scheduled journeys will run no more than five minutes late or one minute early.
• We arrange for regular independent monitoring of our performance.
• We display regular reports about the quality and reliability of our bus services at our offices.
• Where we have to change the service because of roadworks or other factors, we will advertise the fact as soon as possible on the bus stops affected (provided sufficient notice is received).
• In the event of significant disruption of services, full details will be passed on to local radio stations.
• If, because of events within the Company's control, your journey is delayed by more than 20 minutes, we will refund your fare with a Blue Bus Card of equal value.
• Our target is that the percentage of journeys cancelled, for any reason, shall not exceed 0.2%. If, because of events within our control, you are not provided with transport within 60 minutes of the scheduled departure time, we will refund the cost of a taxi on production of a written claim and receipt with a Blue Bus Card of equal value.

• The Company will ensure that drivers have all passed a vocational driving test in compliance with all legal requirements. We will make all drivers aware of the appropriate National Vocational Qualification and encourage them to participate in the Company's NVQ training programme.
• If for any reason your journey is seriously delayed, your driver will tell you what the problem is and keep you updated.
• All our front-line staff wear the Thamesdown uniform and the Company will ensure that they are smart and clean in appearance.

• The Company will maintain a high standard of vehicle presentation, and our buses will be clearly identifiable as being operated by the Company.
• Our buses will be maintained by skilled staff on a regular and planned basis to comply rigorously with all legal requirements.
• Our buses will be thoroughly cleaned inside and out every day.
• We will endeavour to ensure that any lost property is collected and sent to our Travel Shop in Fleming Way for reclaim.
• The Company aims progressively to make services available to the widest number of people and to provide seating near the entrance for elderly and disabled customers.
• The ultimate destination of the bus is shown on the front of the bus and all our newer vehicles also display the service number on the side and rear.
• In the event of an emergency on the bus, first contact the driver. All our drivers are in radio contact with our control room and are instructed to call for help if necessary.

• We will publish a comprehensive Bus Times book each year which will include details of all our services and a map of our routes.
• We also have a Town Services booklet available at our Travel Shop clearly showing the date of introduction.
• Service information is provided on this website, here.
• Notification of changes of services will be available at least seven days in advance and information will be supplied to customers, on request, by post. Notice will also be given on buses.
• There is a network map on all our buses showing all our bus routes and stops in Swindon together with fares information.
• Up-to-date timetable information is displayed at many bus stops. All stops show the route numbers of the services calling and, within the Swindon urban area, will also show the name of the bus stop.

If you need help with your journey, you can phone our travel information service on (01793) 428428 between 0745 and 1645 on Mondays to Fridays.
At other times, ring TRAVELINE on 0871 200 22 33