BLUELINE COACHES AND TAXIS

Please scroll down for Customer Care, Health and Safety, Equal Opp's and Fleet Maintenance Policies

54-56 Station Road, Maghull, Liverpool. L31 3DB.

Telephone 0151 526 5050

Email: blueline5050@hotmail.com     www.bluelineuk.com

Customer Care Policy

CONTENTS;

Our Mission Statement

Staff Training

Contact

Our Drivers

Our Vehicles

Vehicle Hire

Vehicle Hire Refunding

Breakdowns & Delays

Passenger Safety

Complaints Procedure

Lost Property

Mission Statement

We aim to provide a first class, efficient service to all our Customers, this we will achieve through a commitment to staff training, the provision of high quality late model highly maintained vehicles, the provision of a manned 24 hour operations centre, compliance with all current and newly implemented business and licensing regulation and legislation . We also commit to adherence to company standards as set out in our employee handbooks, which incorporate the beliefs by which the company is operated.

We have a complaints procedure that ensures all complaints are logged and reported to the appropriate member of staff within that working shift. We aim to respond to all emails within 1 hour on a working shift and at least by the next working shift when received outside a shift.

Staff Training

New administrative and driving staff members will receive relevant training for their position and their performance will be monitored by their operations manager.

All Taxi Drivers are currently being trained to BTECH Level 1 and 2 VRQ and NVQ in Passenger Transport.

Regular assessment will be made to determine whether refresher training is required for the betterment of the employee.

All staff members will be encouraged to work as a team and our open door policy allows employees to interact freely with Managers and the Proprietor alike.

Employee handbooks are provided and are a good reference point and provide guidance to not only the legal requirements of our business but also how we the company would like our customers to perceive us.

Contact

Contact can be made as follows;

Coach enquiries 0151 526 8888

Taxi enquiries 0151 526 5050

Fax enquiries 0151 527 2727

Email Enquiries blueline5050@hotmail.com

Details of our services are on our website: www.bluelineuk.com

ALL LINES ARE ANSWERED 24 HOURS 365 DAYS A YEAR

Our administrative hours of business are Monday to Friday from 0800 hrs to 1700 hrs,

Our Coach and Taxi service is operated on a 24 hr basis.

The Taxi office call centre will handle all calls and callers after 1700 hrs Monday to Friday and 24 hrs at weekends

Maintenance depots are staffed from 0715 hrs to 1730 hrs and a Taxi / Coach Duty Manager is available for emergency calls from 1730 hrs to 0715 hrs.

Our open office approach means telephone callers and visitors to our Head Office will be dealt with by one of our members of staff on site who will be happy to help you or direct you to the relevant member of staff.

Our friendly and helpful Coach and Taxi staff members aim to answer your telephone call within 5 rings and if they are unable to help you they will put your call through to the person who can help you.

If they are unable to connect you with the relevant member of staff they will take your telephone number and the relevant member of staff will call you back as soon as possible.

Letters, faxes and emails will be dealt with within the working shift that they are received, contacts received after that shift will be dealt with on the next appropriate shift.

Acknowledgements will be sent advising when we will contact you if a more detailed reply is required.

Our Drivers

All Blueline Drivers are licensed in accordance with the vehicle they drive many are multi licensed for more than one type of vehicle.

All employed Drivers are fully insured by the company and Self Employed Taxi Drivers are self insured and are required to produce current insurance to Blueline .

All Drivers are Criminal Records Bureau Enhanced Disclosure cleared. (CRB)

All Blueline Drivers undergo medical checks.

All Blueline Taxi Drivers have attained or are attaining BTECH level 1 and 2 VRQ and NVQ qualifications in Passenger Transport.

All Blueline Coach Drivers are attaining the new Driver Certificate of Professional Competence. (Driver CPC)

We impress upon our drivers during their initial induction period with us and periodically during their service with us that they are the ones who create that all important first impression and that it is they who uphold our reputation and make it a reality.

Every driver is expected to be a true professional in his or her appearance, driving skill and courtesy and to take exceptional pride and care in looking after their vehicle and passengers.

Our Vehicles

Our modern fleet of vehicles comprises of a mixture of new or late model Mercedes and Scania Coaches and Minicoaches ranging from People Carriers (MPVs) to full size Corporate specification luxury Coaches.

Our Taxi fleet is varied to meet the demands of our customers requirements most standard 4 door saloons and estate and MPV 5/6/7/8 seat vehicles are available 24 hours a day 365 days a year via our Taxi Control Centre, all Taxis are Computer dispatched and GPS controlled, all vehicles are licensed by the local authority and are fully insured.

Our Executive Car Fleet consists of current model Top Marques from Bentley, Mercedes Benz, BMW and Chrysler.

Our Helicopter Charter Service is a 3 passenger Robinson R44 which was purchased new in 2008.

All vehicles in our fleets are air-conditioned and all are fitted with seat belts,

All vehicles are maintained to the highest standard to ensure your journey is undertaken safely and comfortably.

Vehicle Hire

Hiring one of our vehicles couldn’t be easier.

All contact details are listed on page 5

Please contact us by phone, fax, email or letter detailing your journey requirements and we will advise you of our price and vehicle availability.

If you’re happy with the price quoted please confirm your booking in writing by email letter or fax and we will send you a confirmation together with a pro forma invoice.

A 50% deposit is required for all non account Mini Coach and Coach Bookings .

A 50% deposit is required for all non Taxi bookings and non Account Customers

DEPOSITS ARE NON REFUNDABLE ONCE PAID

All balances for all non account Mini Coach and Coach and non Taxi bookings must be paid in full 14 days prior to the date of travel.

Payment can be made via Cash, Cheque, Bank Transfer or Credit Card

Debit Card Payments attract 2% surcharge.

Credit Card payments attract a 4% surcharge

American Express Cards attract a 4% surcharge.

Refund Procedure – Vehicle Hire

Our Refund Policy is based on the fact that we will have committed ourselves to you and your booking.

We will inform other prospective clients that we are fully booked for any reqiuirement they may have

that clashes with your booking times.

We do not double book and will effectivley turn work away once you have paid your deposit.

For this reason our refund terms for deposits and full payments are as follows.

If you have already paid for your booking and subsequently need to cancel it, you will receive a refund based on the following criteria.

Cancellations within 7 Days of the first date of travel, No refund will be given.

Cancellations in excess of 7 days and confirmed in writing dated and timed will receive a refund of Vehicle hire charges less inital deposits paid based on the following criteria;

8th day before hire up to 10th day before hire 20% of fully paid hire less total deposit will be refunded.

11th day before hire up to 13th day before hire 30% of fully paid hire less total deposit paid will be refunded .

Pre 14 Days All Hire Charges Excluding The 50% Deposit Will Be Credited In Full To Invoice.

In example : £200 Hire = £100 50% Deposit Non Refundable At Anytime After Payment.

Balances Paid Will Be Refunded at 20% or 30 % Depending On Notice Given Less Deposit Paid.

Balances As Yet Unpaid Or Not Due Under 14 Day Terms Will Be Credited To Invoice In Full Less Deposit Paid.

No refund is available for Ferry or Hotel or Admission charges we may have incurred on your behalf and are unable to reclaim.

Breakdowns and Delays

Whilst we aim to fulfil the requirements of all our customers, circumstances beyond our control may cause our service to be delayed.

Obviously we are unable to control traffic conditions and will do our utmost to route your vehicle away from a particularly congested area to ensure minimal delay.

In the event our vehicle suffers a breakdown we have our own 24 hour response procedures and have access to vehicle services nationwide to attend the vehicle to effect a speedy repair.

Should your vehicle be unable to carry on with the journey we undertake to provide a replacement vehicle to minimise the inconvenience to passengers.

We have an accident procedure policy in place.

Passenger Safety

The comfort and safety of our passengers is paramount. The latest vehicle legislation is rigorously implemented and drivers comply with all tachograph and working time directive rulings.

All vehicles fitted with more than 8 seats carry a first aid box for minor complaints.

All vehicles carry fire extinguishers.

Our breakdown policy is designed to minimise any stressful delays to our passengers and ensure they are able to safely continue their journey with little delay.

We have a written Health and Safety policy.

We have a written Fleet Maintenance policy.

Complaints Procedure

Should you have cause to complain about any part of the service you receive from Blueline Coaches and Taxis, you should put your complaint in writing and address it to:

Mr Christopher Peter Carr

Blueline Coaches and Taxis

54-56 Station Road

Maghull

Liverpool

L31 3DB

You will receive a response to the complaint within 48 hours, if this is not possible due to a more lengthy reply being required then we will send you an acknowledgement of your complaint with a detailed reply to follow as soon as possible.

If you are unhappy with our handling of your complaint you may wish to put the details in writing to:

TAXIS

Mr John Thompson

Senior Taxi Licensing Officer

Sefton Metropolitan Borough Council

Taxi Licensing Unit

One Stop Shop

Stanley Road

Bootle

Merseyside

L20

COACHES

Office of the Traffic Commissioner

North Eastern Metropolitan Traffic Area

Hillcrest House

386 Harehills Lane

Leeds

LS9 6NF

Lost Property

Any items left on our vehicles are handed in to our main office where they may be collected.

Reasonable efforts will be made to trace the owner of valuable items where possible. If we are asked to return item(s) by post or by taxi we will request the appropriate fee.

Perishable items will be disposed of within 72 hours.

Any items left with us for longer than 3 months will be disposed of.

Compiled by Blueline Coaches and Taxis

May 2008 Equal Opportunities Policy 

 

Blueline Coaches and Taxis recognise that everyone has a contribution to make to our society and a right to equal opportunity.

No job applicant or employee, member, volunteer or organisation/individual to which we provide or receive services will be discriminated against by us on the grounds of:

gender (including sex, marriage, gender re-assignment);

race (including ethnic origin, colour, nationality and national origin);

disability;

sexual orientation;

religion or belief;

age.

Blueline Coaches and Taxis aim to promote equal opportunities, and to eliminate discrimination and eliminate harassment through the following:

Opposing all forms of unlawful and unfair discrimination.

All employees and customers will be treated fairly and with respect.

Employment and our services will be open to all.

All vacancies will be advertised internally and externally simultaneously and will include a statement on equal opportunities.

Selection for employment, promotion, training or any other  benefit will be on the basis of aptitude and ability.

All employees will be helped and encouraged to develop their full potential and   the talents and resources of individuals will be fully utilised to maximise the efficiency of Blueline Coaches and Taxis.

All employees have a legal and moral obligation not to discriminate and to report incidents of discrimination against any individual or group of individuals to Mr Christopher Peter Carr proprietor of Blueline Coaches and Taxis. 

Our commitment:

To create an environment in which individual differences and the contributions of all our staff, are recognised and valued.

Every employee, is entitled to be part of an environment that promotes dignity and respect to all.

No form of intimidation, bullying or harassment will be tolerated.

Training, development and progression opportunities are available to all staff.

Equality is good management practice and makes sound sense.

Breaches of our equality policy will be regarded as misconduct and could lead to disciplinary proceedings.

This policy is fully supported by the management of Blueline Coaches and Taxis.  

The policy will be monitored and reviewed.

The successful implementation of this policy depends on the awareness and commitment of all staff.

Hence, all new staff will be made aware of the existence of this policy on joining Blueline Coaches and Taxis, and reminded they must conform with it at all times whilst in the employ of Blueline Coaches and Taxis.

 

Fleet Maintenance Policy

 

SECTION I: PURPOSE:

The purpose of this policy is to ensure the proper, adequate, compliant and cost-effective maintenance of the vehicle fleet of Blueline Coaches and Taxis [the Company] through a preventative maintenance program that, with the cooperation of all Blueline employees, will extend the safety, quality, and longevity of the Blueline vehicle fleet.

SECTION II: DEFINITIONS:

A) Vehicle -  

A Motor Vehicle owned or leased by Blueline or in its care custody or control whilst in operation by Blueline in the course of its day to day business.

B) Vehicle Maintenance Manager – The individual or individual’s designated by Mr Christopher Peter Carr  [the Proprietor] who is responsible for ensuring that maintenance isperformed on all Blueline vehicles.

C) Driver Pre Service Checks–  

A Statutory daily check [Daily Walk around Check] conducted at the beginning of each shift (day) on Blueline vehicles scheduled for service, performed by the individual Driver utilizing the vehicle for that particular shift (day).

D) Vehicle Maintenance Recording Book – 

A maintenance record book compiled by any authorised Vehicle Maintenance Manager when maintenance work is completed, or when parts or supplies are used in the maintenance of Blueline vehicles.

E) Vehicle Maintenance Schedule – 

A program of scheduled maintenance on all Blueline vehicles in line specifically with undertakings given to The Office of the Traffic Commissioner or as contractually required by third parties with a vested interest.

SECTION III PREVENTATIVE MAINTENANCE PROGRAM:

The following outlines those procedures and/or requirements deemed to be fundamentally important to the safe operation and/or upkeep of the Blueline vehicle fleet.

A) REQUIRED EQUIPMENT:

All Blueline owned or leased vehicles shall be equipped with the following equipment as standard:  

1.  First Aid Kits of a type specified by regulation and issued by Blueline.

2.  Fire Extinguisher of a type specified by regulation for the class of vehicle it is installed upon or within.

3.  Spare Wheel and Wheel removal and replacement tools where appropriate.

4.  Signage inside the Vehicle detailing the Height and Width of the Vehicle.

B) VEHICLE USE RECORD:

A Vehicle Use Record shall be utilised by all Management.

Each Manager shall record any instruction for the utilisation of any vehicle.

Appropriately completed records shall be retained for a period of not less than six months for vehicles operated with 8 passenger seats or less, and for not less than eighteen months for vehicles operated with 9 passenger seats or more.

C) PREVENTATIVE MAINTENANCE SCHEDULE:

 

At a minimum all vehicles must be maintained and inspected in accordance with the requirements covered in the Preventative Maintenance Schedule.

All Blueline fleet vehicles will be subject to inspection on the following terms;

Vehicles Licensed as Private Hire Taxis or Operated under the “O” Licence held by Mr Christopher Peter Carr having 8 passenger seats or less will be subject to inspection at weekly intervals for all Braking aids but not efficiency, Steering, Lights, Levels, Tyres, Body Condition, Interior and Exterior Cleanliness, Legality of Licence Plates and “O” Discs or Obligatory Signs.

Vehicles Licensed as PSV/PCV with over 9 but less than 17 passenger seats and Operated under “O” Licence Regulations shall be inspected at six weekly intervals to at least Annual MOT standard testing, and in accordance with the Department of Transport guide to maintaining roadworthiness.

Vehicles Licensed as PSV/PCV with 17 passenger seats and over and Operated under “O” Licence Regulations shall be inspected at four weekly intervals to at least Annual MOT standard testing, and in accordance with the Department of Transport guide to maintaining roadworthiness. 

 

 

 

 

 

SECTION III: PREVENTATIVE MAINTENANCE PROGRAM (cont):

 

 

D) NON-ROUTINE MAINTENANCE:

                  

     In the event that maintenance needs arise that are above and beyond       that required by   the Preventive Maintenance Schedule, the following          process shall be adhered to:

 

1. The Vehicle Maintenance Manager will make the necessary arrangements to schedule the repair.

 

2. Upon completion of authorized repairs, the Vehicle Maintenance Manager will execute the Vehicle Maintenance Record procedure.

 

E) INVENTORY:

                  

     When possible, The Vehicle Maintenance Manager shall make use of        bulk purchasing of supplies that are necessary for the daily upkeep          of Vehicles (i.e. tyres, bulbs, oil, and filters). 

 

 

SECTION IV: DOCUMENTATION:

     To effectuate adequate documentation as evidence of compliance with this policy the following at a minimum shall be required.

 

A) ONCE, FOUR AND SIX WEEKLY INSPECTIONS:

     Once a month, the Vehicle Maintenance Manager will collect and file       Vehicle Use Records.

 

B) BUDGETARY REQUIREMENTS:

    The Vehicle Maintenance Manager and Company Managers, working in concert with each   other shall maintain accurate and concise records detailing the annual maintenance expenses for each vehicle.

 

 

COMPILED ON 10-05-2001

BY MR CHRISTOPHER PETER CARR

FOR BLUELINE COACHES AND TAXIS