Conditions of Carriage

1. Introduction

Our aim is to provide all our passengers with a safe, reliable and pleasant journey. This document provides details of the conditions under which we carry passengers and their property on Yellow Buses bus services. Please note that these Conditions of Carriage do not affect your statutory rights as a consumer, and do not limit our liability for death or personal injury resulting from our negligence. Please note that National Express has its own Conditions of Carriage, which apply to any journey that we operate under contract to National Express.

2. Travelling with us

Details of our services are shown in timetables, which are available in free booklets, or can be viewed at our website ( ). You can also call in at our travel office in Bournemouth Square (Avenue Road, opposite Boots) for advice, you can call Traveline on 087 1200 2233 or visit their website For independent travel advice on all bus services in the United Kingdom.

Occasionally, due to events beyond our control (such as severe traffic congestion, adverse weather conditions, or events which cause delays and diversions, for example) we may not be able to operate the advertised service. In the unlikely event that you are unable to make or complete your journey with us, we shall not be liable for any costs or losses that you suffer or for any inconvenience that you experience. We will not pay for taxi fares or other transportation costs.
We also cannot guarantee a seat on every journey or that you will be able to get on buses that are very full.

3. Your conduct

All passengers are welcome aboard Yellow Buses. We ask that all our passengers comply with the following Conditions of Carriage. Failure to do so may result in you not being permitted to travel with us, or directed to leave our buses or premises at any time.

Passengers must:

  • Not smoke – including electronic cigarettes or other types of imitation smoking devices – at any time on any of our buses or premises.
  • Not behave in an abusive or threatening manner which could cause offence to other passengers or our staff.
  • All passengers must behave in a manner that shows due  regard to the  safety of other passengers and our staff, including passengers who may have some form of mobility impairment.
  • Not consume hot food or other items that may cause annoyance to other passengers or our staff. Carrying hot food on to a bus is at the discretion of the driver.
  • Passengers may travel with drinks provided that the container is fitted with a spill-resistant safety lid and that they are carried in a safe and responsible manner with consideration for your fellow passengers.  We cannot accept any responsibility for any injury sustained as a result of hot drinks being carried.
  • Follow all instructions shown on our vehicles and those given by our staff. This includes instructions on the maximum number of passengers that can be carried. Please note that that passengers are not permitted to stand on the upper deck of a double-deck bus.
  • Advise a member of our staff immediately if they sustain an injury travelling on our buses.
  • Advise a member of our staff or the emergency services if they see any suspicious article or package on or near to any bus.

4. Travelling with wheelchairs, buggies, cycles and scooters

Some of our buses are designed to accommodate passengers travelling in a wheelchair, or who are travelling with buggies or folding cycles. Subject to enough space being available, and subject to the discretion of the driver, we can carry up to one passenger in a wheelchair or 2 single buggies in buses that have designated areas for wheelchairs and buggies. Folding cycles will also be carried, provided such cycles are properly folded and provided sufficient space is available.

Please visit the following page on our website for full details regarding the carriage of scooters –

5. Travelling with luggage

All luggage and other property must be accompanied, is carried at the owner’s risk and at the driver`s discretion. No bulky, cumbersome, explosive, combustible or other hazardous items will be carried. We cannot be held liable for any loss, damage or inconvenience if you are unable to travel with us because of this restriction, or if your luggage or other property is damaged whilst travelling with us.

6. Travelling with accompanied dogs

Accompanied dogs that will not be a danger or nuisance to any other passenger or members of staff are carried on our buses at the discretion of the driver, free of charge. All such dogs must be under the control of the owner, on a lead, and must not be allowed to travel on seats. Assistance dogs travel free.

7. Buying your ticket

Each time you board a bus, you must either buy a ticket for the journey you are making, or present a valid Glo card or Concessionary or other valid pass or permit to the driver, or a valid app ticket on a working mobile phone. If you buy a ticket, please try to pay using the correct change, check that your ticket is new, shows the correct fare & destination and that you have received the correct amount of change. We cannot correct mistakes later, and we are unable to accept £50 notes. Please note that we may not be able to change other high value bank notes, and we cannot accept any liability for loss or inconvenience if you are unable to travel because of this condition.

8. Fares

Please see our timetable booklet or our website ( for details of current fares and tickets.

Children, with a valid Citizencard or Glo 17, from age 15 to 19 may travel at reduced “child fares”. Children accompanied by a full fare paying adult may travel on a reduced Child Fare to their 19th birthday. Child Fares are valid all day.

Accompanied children under the age of five travel free (up to two children with each adult).

Glo cards provide unlimited travel for local bus services for one day, 7 days, 30 days or 90 days. Child Glo 17 cards are also available for 1, 7 and 30 days. Please see our timetable booklet or our website ( for further information on route availability including how to apply for a Glo 17 card.

Glo cards are not valid on National Express services.

Glo cards are transferable but are not re-saleable (Glo 17 are not transferable as they are used as proof of age). Glo cards can only be used by one passenger at a time, except for any group tickets which are valid for a maximum of 5 passengers (Adults or children) travelling together.

If you lose or damage your Glo card or need a replacement, email us on [email protected] or call 01202 636110. (please include your full details).  We will issue the first replacement free of charge and there will be a £5 fee for any further replacement cards. We will remake the card for you, and put back in the remaining value on the card less 1 day or for Glo Purse £5 this may mean no refund will be given.  We suggest you make a record of the number on the front of your card, as that is unique to you.

Fares are determined by fare stages, and passengers will be charged for single journeys in accordance with the official fare table for the journey they are making. Passengers boarding at a stop which is not a fare stage will be charged from the previous fare stage; passengers travelling to a stop which is not a fare stage will be charged to the following fare stage.

Passengers over-riding beyond the stop to which they have bought a ticket will be charged an excess fare which will be the equivalent of a new ticket from their original destination to their ultimate destination.

9. General Behaviour

You will need to request a bus to stop at all stops along our routes. You need to be at the stop before doing so, ensuring that it is safe. You must clearly indicate for the bus to stop.

If it is difficult to signal to the driver at a request stop you should find the nearest safe area to make it clear to the driver that you would like to use the bus (avoiding hazards like parked cars, access points to buildings etc.)

If travel costs are incurred due to not clearly requesting the bus to stop, we will not be liable for these costs.

10. Refund Policy

This does not affect your statutory rights.

We, Bournemouth Transport Limited t/a Yellow Buses, shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that such change, cancellation, replacement or refund is being requested fraudulently.

However, if you think that you have purchased the incorrect ticket for your requirements or if you subsequently choose not to use a ticket, we may be willing, at our sole discretion, to offer you a refund. Refunds will depend on the individual terms and conditions applicable to your ticket (as shown separately) and may not be available for certain ticket types including those mentioned below. Refunds will also be subject to deduction of our refund charges from time to time – current charges set out below.

Refund charges applicable (Glo cards and walleted only):

  • Day ticket – No refund available
  • 10 Trip – No refund available
  • 7 Day Ticket – £3 refund administration charge, plus standard 1 day ticket cost pro-rata (not to exceed cost of ticket) 30 Day Ticket – £5 refund administration charge, plus standard 7 and 1 day ticket cost as appropriate, pro-rata (not to exceed cost of ticket)
  • 90 Day Ticket – £10 refund administration charge, plus standard 30, 7 and 1 day ticket cost as appropriate, pro-rata (not to exceed cost of ticket)
  • Glo Purse – £5 refund administration charge

Applications for refunds should be made in writing with the ticket concerned enclosed to:

Yellow Buses Travel Shop
Avenue Road

This policy only covers tickets purchased direct from Bournemouth Transport Ltd t/a Yellow Buses, and does not apply to tickets purchased from any agents authorised to sell tickets on our behalf.

Tickets purchased via Move App are non-refundable

Concessionary Travel
We  accept concessionary passes from all over England with the English Rose in the left corner. Passengers holding passes from other parts of the UK (Scotland, Wales, Ireland) are not valid and will continue to pay a full adult fare.

  • Passes (except all day versions) will be valid from 09:30 – 23:00 Monday – Friday and all day Saturday, Sunday and Bank Holidays
  • Only English passes, with the rose, are valid for free travel

Bournemouth, Christchurch, Poole Connect Passes which clearly show all day local have no restrictions and are accepted at any time. Companion (C+) passes allow for a second person to travel free with the card holder.

11. Finding lost property

If you find any lost property on the bus, please inform the driver. If you lose any item of property whilst travelling with us, please contact:

Yellow Buses Travel Shop
Avenue Road

Tel: 01202 636110

We will do everything possible to find any item of lost property, but please note that we cannot keep perishable or other items that could cause offence, and we cannot be held liable for any loss if we are unable to locate or return any item of lost property. We may ask for verification of identity in the case of valuable lost property items. After a sensible period of time, items of lost property may be destroyed or donated to local charities. You may be charged a fee when the item is returned to you.

12. Contact us

Yellow Buses welcomes any comments or suggestions that relate to any aspect of our service.
Please contact us in writing, by telephone or by e-mail using the following addresses and telephone number:

Yellow Buses Travel Shop
Avenue Road

Opening Times

Monday to Friday  09:30 – 17:30

T: 01202 636110
[email protected]

If you are dissatisfied with any aspect of our service please contact us using the address or telephone details above. We aim to respond to any complaint within 7 working days. If you are not satisfied with the response you receive, please either get in contact with us again, or write to:

Bus Users UK
Terminal House


TW17 8AS
Tel: 0300 111 0001
Email: [email protected]