BLUELINE COACHES & TAXIS
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
BLUELINE COACHES AND TAXIS EMPLOY THE SERVICES OF; PENINSULA BUSINESS SERVICES LTD Delphian House In all matters relating to Employment Law and Health and Safety Regulation and Compliance. GENERAL POLICY STATEMENT on HEALTH AND SAFETY, WELFARE AND ENVIRONMENTAL MATTERS This Statement recognises the Company’s obligations under the Health and Safety at Work etc. Act 1974. Blueline Coaches and Taxis [The Company] in the conduct of its activities will ensure that it: q Protects the health, safety and welfare of its employees and others who may be affected by its activities. q Limits adverse effects on and adjacent to the area in which those activities are carried out. q Meets its responsibilities, as an employer to do all that is reasonably practicable to prevent accidents, injuries and damage to health. The Company will also, so far as is reasonably practicable: q Provide and maintain safe working environments that are without risks to health, safety and welfare. q Set standards equal to or above compliance with the relevant statutory requirements relating to health, safety and welfare with regard to the effect on employees, contractors, visitors and the public. q Safeguard employees and others from foreseeable hazards connected with work activities, processes and working systems. q Ensure that when new substances, plant, machinery, equipment, processes or premises are introduced, adequate guidance, instruction, training and supervision is provided for safe methods of work to be developed. q Train all employees to be aware of their own responsibilities in respect of relevant health and safety matters and ensure they participate in the prevention of accidents and co-operate with measures taken to prevent industrial disease. q Ensure that contractors undertaking work for the Company are informed of the relevant standards required and are monitored to ensure compliance without detracting from the contractors’ own legal responsibilities to comply with statutory requirements. q Promote good health amongst employees and be concerned with the prevention of occupational and non-occupational disorders and diseases. q Co-operate with appropriate authorities and technical organisations to ensure policies are updated and Standards reviewed to reflect best practice. q Undertake inspection, audit and review activities to ensure the Company’s objectives for health, safety and welfare are being met. q Operate this policy in a non-discriminatory way to ensure all those who provide a service to the company are treated equally and without prejudice. Application This Policy, supported by Instructions, Procedures and Organisational Arrangements, is to be applied to all activities carried out by the Company. The Policy will be enforced by Mr Christopher Peter Carr [Proprietor], Mrs Jennifer Phillips [Manager] and Mr Steven Phillips [Fleet Maintenance Manager], and all Supervisors and Foremen and be observed by all employees. Responsibilities The responsibilities for determining the Company’s policies on health, safety and welfare matters including revision of this Policy, lies with the Proprietor of Blueline Coaches and Taxis.
The (Proprietor) has appointed Mr Christopher Peter Carr ( Proprietor ) as having particular responsibility for health, safety and welfare. In the event of difficulties arising from the implementation of this Policy, reference must be made to Mr Christopher Peter Carr. Each employee shall recognise personal responsibility for observing the Company’s Safety Policy, Instructions and Procedures, and should develop interest and enthusiasm in health, safety and welfare issues. The implementation of this Policy will be undertaken by the Managers of the Company supported by an Appointed Safety Manager (Mr Christopher Peter Carr ) who will monitor compliance with the requirements and give advice on health, safety and welfare matters generally. Signed Mr Christopher Peter Carr Designation Proprietor, Health and Safety Manger Date 01/05/2001 (This Statement of General Policy on health, safety and welfare at work and of the organisation and arrangements for carrying out the Policy, is made under Section 2 (3) of the Health and Safety at Work etc. Act 1974, and is to be brought to the notice of all employees of Blueline Coaches and Taxis by prominent display at Head Office at 54-56 Station Road Maghull, Liverpool, L31 3DB, and also at Blueline Coaches and Taxis Maintenance Depot at Sefton Industrial Estate, Sefton Lane Maghull, Liverpool L31 8BX The supporting Instruction, Procedures and Organisation Arrangements will also be available at any future Offices or Depots for reference by all employees).
New Bailey Street, Salford, Lancashire M3 5PB
0161 834 2773
