We will not be obliged to make any amendments to an E-Ticket or M-Ticket after booking, except where you can provide evidence which we consider to be satisfactory in the circumstances in order to demonstrate that an error was due to our fault or technical error. In all other circumstances, any amendment to an E-Ticket or M-Ticket will be made in accordance with Condition 3. You must check the departure location and times shown on the Ticket as it is your responsibility to arrive at the correct departure point by no later than required under Condition 6.
It is also your responsibility to check if your Ticket shows that carriage is by a Third Party Provider as this will inform you that your contract is with that Third Party Provider.
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If you are allowed to make an amendment to your Ticket and you do so, then this shall constitute an amendment to our contract with you. If you have purchased your Ticket in conjunction with a discount card, you must take the discount card with you whenever you travel on a Service, and you must produce it with your Ticket for inspection when asked. If you fail to produce the discount card you will be required to pay the applicable fare payable for the Journey s permitted by your Ticket without the discount.
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If you fail to produce the discount Coachcard you will be required to pay the applicable fare payable for the Journey s permitted by your Ticket without the discount. If one adult is travelling with two or more children under the age of three, then only one child will be entitled to travel for free and the other children will qualify for a Child Ticket. Unaccompanied children under the age of 14 will be refused travel. If travelling unaccompanied using a Child Ticket, you may be asked to present valid proof of age at the point of boarding or at any point during your Journey s.
Failure to produce such evidence could result in the person travelling on the Child Ticket, or the person accompanying that person, being required to pay the full adult fare for the Journey s permitted by the Ticket unless that person qualifies for any other discounted or concessionary travel. Unaccompanied children under the age of 16 will be refused travel on boarding. All such reservations are subject to availability of seats on the Service for which you request a reservation and you will not be able to make a reservation on a particular Service if no seats are available on your selected Service.
Conditions of Carriage
A reservation on a particular Service does not guarantee you a particular seat on a Coach and we may alter any seat which is assigned to you at any time. However, any cancellation or requests for changes to Service reservations after the departure of the applicable Service shall be considered to be a cancellation of the Ticket and, in such event, you shall only be entitled to a refund of your Ticket where a refund is expressly permitted under Condition 10 of these Conditions or otherwise under any Special Conditions which apply to the Ticket.
Certain types of Ticket have Special Conditions attached to them which do not permit changes to or cancellation of Service reservations after the time of the original Ticket booking. Where the select your seat option is available for: i the particular Service on which you wish to travel; and ii through the sales channel that you are using to make your booking, you may, subject to availability, select a particular seat on that Service. If you cannot see the select your seat option as part of your booking process that means that this option either is not available on the Service you are booking to travel on or is not available on the sales channel you are using.
To be able to pre-select a seat on a Service for which the select your seat option is available, you must have a valid Ticket for the Journey s you wish to pre-select a seat on and you may only pre-select a seat between the origin and destination points shown on your Ticket. This fee shall vary depending on the seat selected and the applicable Service, but you will be told what the fee is for your pre-selected seat prior to completing your purchase and therefore you can change your mind at any time prior to completing your purchase.
The seat selection fee if applicable is not refundable, unless you are legally entitled to a refund.
We recommend that passengers requiring special assistance contact our Assisted Travel helpline at least 36 hours prior to departure of the applicable Service to give us time to arrange assistance for you. However, if you wish to book travel on the day or otherwise within 36 hours of travel we will make reasonable efforts to arrange assistance on the day or within any advance notice period provided. You must travel with a valid Ticket and if you have been given a reservation number to quote to the driver of the Coach for your Service, your reservation number.
You must make Your Ticket and any such reservation number available for inspection by the driver of your Coach or any National Express representative at any time they request. For the avoidance of doubt, this is a non-exhaustive list of circumstances in which you will be considered to have travelled without a valid Ticket as other circumstances may also show this to be the case. If you do travel on any Service without a valid Ticket, you must leave the Service when asked, and we will be entitled to remove you from the Coach if you refuse, unless you immediately purchase a valid Ticket for your entire Journey subject to availability of a seat for your entire Journey and you pay:.
If you are using a discount Ticket which is not valid for that Service because you are using it on the wrong day or at the wrong time, or you are unable to evidence your entitlement to use the relevant discount for example you do not have your Coachcard or the card is not in your name you must pay:.
You shall not be entitled to a refund in respect of any Ticket invalidated in accordance with this Condition, and we shall have no further obligations or liability to you. If you are found travelling with a Ticket that we have reasonable grounds to believe has been fraudulently obtained or used, you will be treated as not having a valid Ticket and Condition 6. If you have paid a penalty charge and wish to appeal against the charge, please send your original Ticket, receipt for the penalty charge and a covering letter clearly explaining your grounds for appeal and any supporting evidence to: Customer Relations, National Express House, Mill Lane, Digbeth, Birmingham B5 6DD.
We will determine whether your appeal will be upheld or not. You must take care of your Ticket, including by not losing, tampering with or spoiling your Ticket and by ensuring that your mobile phone or other electronic device is sufficiently charged so that a Ticket texted to your phone an M-Ticket or accessed via your email an E-Ticket can be displayed when boarding your Service and at all times during your Journey.
You will be required to purchase a new Ticket at the published fare for the Journey s you wish to make to enable you to travel. If you travel with a Ticket that has been tampered with, it will be treated as invalid and you will be considered to have travelled without a valid Ticket.
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If we do agree to replace your Ticket, we may charge you a reasonable administration fee for doing so. If you travel with a Ticket that has been spoiled, damaged or corrupted in any way, it will be treated as invalid and you will be considered to have travelled without a valid Ticket. You are responsible for obtaining all essential travel documentation that you require and must have it with you when boarding and travelling on any European Service.
This documentation includes:. You are responsible for complying with all laws of any countries from, to or through which you are travelling. You are responsible for making sure that you travel on the Service for which you have a valid Ticket and that you board that Service at the correct boarding point and you alight that Service at the correct destination. We will normally release any seats including those reserved, but unoccupied five minutes prior to the published departure time.
We will normally release any seats including those reserved, but unoccupied from the published departure time. We shall not be liable to you if you miss any Service as a result of your late arrival or your boarding at a different location, and we shall not be obliged to hold up any Service to wait for you, or to provide a place or any reserved seat on any other Service, if you miss a Service.
You must allow plenty of time for a Service to arrive in time to connect with any of our other Services or services provided by third parties. If you fail to do so we cannot guarantee that you will make any connections and will not be responsible for any additional costs or losses you incur as a result e. For the avoidance of doubt, we will not be responsible for such additional costs or losses where caused by Circumstances Beyond our Reasonable Control or any reason as a result of or in contemplation of Brexit. Where such transport involves coach travel provided by third parties we recommend that you allow at least 90 minutes between the Service scheduled arrival time and the scheduled departure time of the third party coach.
Where such transport involves air travel we recommend you allow at least minutes between the Service scheduled arrival time and your flight departure time or such longer period as may be recommended by your airline or the airport from which you are travelling and you should contact the airline you are flying with and the airport you are flying from to confirm if a longer period is recommended. Passengers who do not allow the recommended time between Service arrival and third-party service departure times do so at their own risk and we shall not be liable for any additional costs or losses you incur as a result unless caused by our failure to provide the Service with reasonable skill and care.
For the avoidance of doubt, we will not be responsible for such additional costs or losses where caused by Circumstances Beyond Our Reasonable Control or any reason as a result of or in contemplation of Brexit. If you have to change from one Coach to another you will be responsible for transferring yourself and your Luggage and other items of property between Coaches, unless other arrangements have been made in advance including those made by passengers who have pre-booked assistance.
This also applies to passengers travelling in wheelchairs. You may still use the toilet facilities onboard the Coach but must refit your seatbelt immediately upon returning to your seat. This also applies even if you have reserved one of the front seats and you will not be entitled to a refund of any fee paid for reserving such seat. If short stops are made by a Service for toilet or refreshment breaks, you must return to the Coach punctually within the time allowed for the stop.
We shall not be obliged to hold up the Coach to wait for you, and we shall not be liable to you if you miss the Coach because you return later than the specified time for departure. We will not be liable for any additional costs or losses you may incur as a result of you missing the departure of the Coach. If, after you commence a Journey, you are prevented from travelling further by reason of illness, we will at our discretion permit you to break your Journey at the next available and safe stop, and to resume your Journey on the next Service which has available seats after you become fit to travel again.
In emergencies, we recommend that you call the helpline telephone number displayed on your Ticket. Condition 11 will apply to any Luggage or other property left by the detained or delayed passengers. We accept no responsibility or liability for such requirements or any delays or other problems caused by such requirements and you expressly agree that this is a risk you freely assume as a condition of travelling on our Service. For safety reasons, children under 14 are not permitted to sit in the seat located directly in front of the Emergency Exit door.
We will carry you and your permitted Luggage on the Service permitted by your Ticket, on and subject to these Conditions and any Special Conditions applicable to your Ticket and, except where your Ticket permits travel on a specific Service, subject to availability of a seat on the Service on which you wish to travel. We will use reasonable care and skill in providing the Services, but we cannot guarantee that there will be an available seat on any Service unless your Ticket permits travel on a specific Service.
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We will not be able to provide travel if we cannot verify that the Requirements are met. We therefore recommend that a passenger wishing to travel in their wheelchair makes a booking at least 36 hours in advance of when they wish to travel through our Assisted Travel Helpline on 81 81 81 lines open 8am - 10pm 7 days a week or using another contact method listed in our Disabled Code of Practice, to give us time to carry out these checks.
go However, if you are a passenger wishing to travel in your wheelchair and you wish to book travel on the day or otherwise within 36 hours of travel, we will make reasonable efforts to carry out these checks on the day or within any advance notice period provided. This means we may not be able to transport wheelchairs, even if they can be folded, where assistance equipment or auxiliary aids mean they cannot be safely stored in the luggage hold or where their weight means they cannot safely be lifted into and out of the luggage hold. If you want to use the wheelchair lift, we also need to check that the stops at which you wish to board and alight the Coach are accessible stops at which the wheelchair lift can be deployed and that the combined weight of you and your wheelchair is capable of being lifted by the wheelchair lift.
We therefore recommend that a passenger wishing to transfer from their wheelchair to a Coach seat makes a booking at least 36 hours in advance of travel, through our Assisted Travel Helpline on 81 81 81 lines open 8am - 10pm 7 days a week or using another contact method listed in our Disabled Code of Practice, to allow us to check that your wheelchair and ancillary equipment if applicable is safe for stowage in the luggage hold and, if you want to use the wheelchair lift, that the stops that you wish to use are accessible stops at which the wheelchair lift can be deployed and that you can be lifted by the wheelchair lift while in your wheelchair.
However, if you wish to book travel on the day or otherwise within 36 hours of travel, we will make reasonable efforts to carry out these checks on the day or within any advance notice period provided. Our drivers and staff are unable to dismantle or reassemble mobility scooters. We therefore recommend that booking is made at least 36 hours in advance of travel, through our Assisted Travel Helpline on 81 81 81 lines open 8am - 10pm 7 days a week or using another contact method listed in our Disabled Code of Practice, so that we can check that your mobility scooter is safe for stowage in the luggage hold.
We will not carry dogs or any other animals on our Coaches, with the exception of trained assistance dogs who have been trained by a member organisation of Assistance Dogs UK. You must ensure that your dog travels with their relevant identification and evidence that they are assistance dogs trained by one of the member organisations. Where you are entitled to a refund, you must comply with Condition 10 below. You should choose the Ticket and fare which best suits your needs and consider taking insurance to cover instances where you might have to cancel your Ticket.
However, occasionally we may need to alter, delay or withdraw our Services, or terminate a Service once it has commenced, with or without notice and whether before or after you have booked a space or reserved a seat on the Service, and to substitute an alternative Service, due to operational reasons or Circumstances Beyond Our Reasonable Control or, in the case of European Services, due to any reason as a result of or in contemplation of Brexit.
In such circumstances, we will endeavour to notify you of the alteration, delay, withdrawal or termination of the Service, and of any substitute or alternative Service, as soon as reasonably practicable. Except as provided in these Conditions, we shall not be liable to you or any third party for any loss, damage, liability, cost or expense suffered by you or any third party as a result of any alteration, cancellation or withdrawal of any Service by us, or any delay to any Service, or termination of any Service.
To obtain a refund you must comply with Condition 10 below. The remedies listed above shall be your sole remedies in circumstances outlined in this Condition 9. Subject to Conditions 9. Nothing in these Conditions is intended to, or shall, exclude or limit in any way our liability to you where it would be unlawful to do so.
This includes liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation. Nothing in these Conditions shall affect your statutory rights. We shall not be liable to you for any loss of revenue, loss of profit, loss of business or opportunity or business interruption, or any indirect or consequential loss.
We accept no responsibility or liability whatsoever and howsoever caused for the actions or omissions of such Third Party Provider or any of their employees, agents or contractors including if that Third Party Provider fails or delays in carrying you on their services and you shall make your claim for any loss or damage you suffer or incur direct against that Third Party Provider as your contract is with them for your carriage on their service.
Without prejudice to the foregoing, to the extent that we are found by any competent court to have any liability to you for any act, omission, negligence, or default of any Third Party Provider then our liability to you shall be as if we had carried you on and subject to these Conditions and that Third Party Provider were our sub-contractor. If you wish to cancel your Ticket and claim a refund later than 72 hours prior to the departure time shown on your Ticket or after the departure time shown on your Ticket or you are unable to contact the original issuing office you should write to the Refunds Department, National Express House, Mill Lane, Digbeth, Birmingham, B5 6DD, enclosing your Ticket or in the case of M-Tickets and E-Tickets, the Ticket Number and type and an explanation as to why you could not use it.
If you have a Ticket which covers more than one person, the claim for a refund must be made by all of those persons at the same time.
We will not be obliged to give you a refund until we have received your unused Ticket. This does not apply to E-Tickets or M-Tickets. You will be responsible for the cost of returning any Tickets to us. For the avoidance of doubt, making a claim for a refund does not guarantee that we will issue a refund, as refunds are only payable in the circumstances described in Condition We will carry your Luggage on and subject to these Conditions and any applicable Special Conditions. So in view of that Attempt to pick up where they left off, literally last year, 3 days ago, 7 months indiscriminate pathological dangerous abusers.
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