Please take time to read these conditions of carriage in full. Your attention is drawn in particular to conditions 9 (what are we liable for?) and 10 (refunds).
These General Conditions of Carriage, as amended from time to time, (“Conditions”) apply to all Services (as defined in these Conditions) and set out your rights and duties as a customer.
Please read these Conditions (along with any Special Conditions that apply to your ticket) carefully before you purchase a ticket to travel on our coach services. These Conditions tell you who we are, how we will provide services to you, how and when you and/or we may change or end the contract between us, what to do if there is a problem and other important information.
In these Conditions, the following words shall have the following meanings:-
“Child Ticket” means a ticket for travel on a Service for a child who qualifies for a discounted fare in accordance with Condition 4;
“Circumstances Beyond Our Reasonable Control” means any circumstances which have an impact on our (or any Partner Operator’s) ability to provide the Services in accordance with these Conditions or any applicable Special Conditions, which are beyond our reasonable control, which shall include (without limit): war or threat of war, terrorism or threats of terrorism, riot or local disturbance or unrest, accidents or other incidents on or affecting roads, adverse weather conditions, fire and/or damage at a Station, unplanned fire alarm or other evacuation of a Station, actions by or compliance with the requests or recommendations of the Gardaí, The Office of the Revenue Commissioners or any other governmental or law enforcement authority, vandalism, cyber-attack, unforeseen traffic delays or congestion, road works, strike/industrial action, problems or delays caused by other customers or passengers, breakdown or technical problems with a Coach (where not caused by our fault or negligence), bankruptcy, insolvency or cessation of trade of any Partner Operator or other supplier used by us and any circumstances that we reasonably consider could affect passenger safety;
“Coach” means the coach, bus or other passenger carrying vehicle or other means of passenger transport provided by us, or any other carrier, on which you are travelling in respect of a Service;
“Contract” means the contract between us and you for the supply of the Service, which shall be in accordance with these Conditions and any Special Conditions which apply to your Ticket;
“E-Ticket” means a Ticket which can be purchased online, on our mobile app, over the telephone from our contact centre, or through one of our authorised ticket agents and which will be sent to you by e-mail. You can print off a copy of the E-Ticket to show to our driver or you can show the driver the E-Ticket from a smart device;
“EU Passenger Rights Regulations” means Regulation (EU) No 181/2011 concerning the rights of passengers in bus and coach transport;
“Journey” means each journey you are entitled to make on a Service as set out in your Ticket;
“Luggage” means any suitcase or other bag which you leave in the luggage hold of the Coach, bring onto a Coach, or bring into a Station;
“M-Ticket” means a Ticket which can be purchased online or over the telephone from our contact centre and which will be sent to you by SMS, an M-Ticket may also be referred to as an “SMS Ticket”;
“Partner Operator” means a third party operator who performs the Services as a subcontractor for and on behalf of us;
“Service” means any services provided by us, or on our behalf, for the purpose of carrying persons and their Luggage by Coach, set out in a timetable published by us;
“Special Conditions” means any additional or special conditions relating to a particular Service or the way a Service is performed or relating to a Ticket or the method of delivery of a Ticket (including any restrictions as to the dates, days of the week, and times of day on which travel is permitted and conditions for advance reservations of seats) which appear on our website and/or are set out in any notices, offers or publications published by us, or otherwise notified to you in writing (including by email). For example, Special Conditions apply to reduced and discounted fare tickets, promotional tickets and special offers;
“Station” means any coach or railway station or airport or sea port or stop where a Service may be joined or left or through which a Service may pass;
“Ticket” means any ticket, including E-Tickets and M-Tickets, issued by us, or on our behalf, which evidences our agreement to carry or arrange for the carriage of any person on a Service;
“Ticket Machine” means a ticket machine which can be used to purchase a Ticket or print off a Ticket that has already been purchased;
“we”, “us” and “our” refers to National Express Bus and Coach Services Limited, a company registered in Ireland, with registered number 652144, and whose registered office is at 4th Floor, 7/8 Wilton Terrace, Dublin 2, Ireland trading under the following trade name: Dublin Express;
“Working Day” means a day, other than a Saturday, Sunday or bank holiday, on which the clearing banks in Ireland are open to the public for the transaction of ordinary business;
“you” means the person purchasing a Ticket or for whom a Ticket was purchased, or any person who travels on a Service with or without a Ticket.
In these Conditions:
(a) a reference to the singular shall include the plural and vice versa;
(b) a reference to a statute or statutory provision is a reference to it as amended, replaced or re-enacted from time to time. A reference to a statute or statutory provision includes all subordinate legislation made under that statute or statutory provision;
(c) any words following the terms “including”, “include”, “in particular”, “for example” or any similar expression, shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms; and
(d) a reference to writing or written includes email.
If these Conditions are inconsistent with any provisions of the EU Passenger Rights Regulations which apply to your Contract with us, the relevant provision of the EU Passenger Rights Regulations will apply and we shall meet our obligations in the relevant provision of the EU Passenger Rights Regulations.
We agree to carry you and your Luggage on the Journey permitted by your Ticket, on and subject to these Conditions and any Special Conditions applicable to your Ticket. In the event of any conflict between the two sets of terms, the applicable Special Conditions shall take precedence over these Conditions.
If you are purchasing a Ticket for another person, then it is your duty to make sure that they are aware of these Conditions and any applicable Special Conditions and agree to comply with them when they use the Ticket to travel on our Service. If you are an adult accompanying a child it is your responsibility to ensure that that the child complies with these Conditions and any Special Conditions applicable to their Ticket.
Your Ticket is a record of our agreement to carry you or to arrange for your carriage on a Service. Your Ticket is our property and shall be returned to us on request. If your Ticket was purchased by someone else, you agree that such person purchased the Ticket as your agent. A Ticket may only be used by the person(s) named in it or for whom it has been purchased and may not be transferred to or used by anyone else.
(a)Travel permitted by your Ticket: Your Ticket permits you to make the Journeys and travel on the Services stated on the Ticket, subject to any restrictions or conditions (such as dates, days of the week, and times within a day on which you may travel) set out on the Ticket or in any Special Conditions applicable to the Ticket.
(b) Period for which your Ticket is valid: Your Ticket is valid for travel:
(c) Expiry of your Ticket: When your Ticket expires in accordance with Condition 3.2(b), it is no longer valid for travel. You will need to ensure that your Ticket is valid for the entirety of your Journey(s).
Your Ticket remains our property at all times. If a Ticket is defaced, damaged or tampered with, or lost, it may not be valid for travel. We may at our discretion replace your Ticket in such circumstances; provided that we can confirm that it is still valid and subject to Condition 6.2.
You must check your Ticket for errors as soon as you receive it or, if you or someone on your behalf is purchasing it by electronic means, before it is purchased (and, in this section, “you” includes you and any person acting on your behalf) and to contact us if you consider that there are any errors, as explained below.
(a) If your Ticket was issued to you in person or by post, then you should check your Ticket as soon as you receive it and bring any errors immediately to the attention of the person who issued the Ticket to you.
(b) If you purchase an E-Ticket online or from one our Ticket Machines, it is your responsibility to check the details to ensure that they are correct on the screen before payment is made and on your booking confirmation once received.
(c) If you purchase an M-Ticket, it is your responsibility to check the details to ensure that they are correct on the screen before payment is made and it is your responsibility to check at the time of receipt that the text message on your mobile phone screen shows the correct date and time for your Journey.
(d) If you believe that the Ticket we have sent or issued does not meet the information you provided at the time of booking, please contact us immediately and, at least, within the timeframes set out in paragraph (e) below. 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 3.5.
(e) If you fail to inform us of any errors in respect of any Ticket within the earlier of: (i) the date 2 Working Days after your receipt or purchase of the Ticket; and (ii) the departure time of the Service, then your Ticket will be assumed to be correct.
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 6.4.
You may only make amendments to your Ticket if such amendments are permitted by the Special Conditions which apply to your Ticket and only then if you follow the process specified in those Special Conditions, including complying with any time limits and/or paying any additional fee payable. 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. Any amendments are subject to availability of a seat for your entire Journey.
(a) Children under the age of three: Children who are under the age of three may travel for free, provided that they are accompanied by a full fare paying adult aged 16 or over. 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.
(b) Children between the age of three and 15 inclusive: Children between the age of three and 15 shall qualify for a Child Ticket.
(c) Unaccompanied children: We will not be obliged to carry any child under the age of 14 on any Service unless that child is accompanied by a responsible person aged 16 or over. 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).
(d) Young persons over the age of 16: Young persons over the age of 16 do not qualify for a Child Ticket and will be required to purchase an adult Ticket (unless they qualify for any other discounted or concessionary travel).
(e) Proof of age: Evidence of the age of a child who is due to travel or is travelling may need to be produced at the time of purchase of a Child Ticket or at the point of boarding or at any point during the Journey(s) permitted by the Child Ticket. 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).
If you have bought a Ticket for specific Service, you will have a reservation on that Service. 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. Please note that you will not be guaranteed a reservation on a particular Service if you have booked an open single or return Ticket (i.e. a Ticket with no set time(s) specified) and any seats on a Service which are free for the duration of your Journey will be allocated on a first come first serve basis.
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 Dublin Express representative at any time they request.
(a) Travel without a valid Ticket: You will be considered not to be travelling with a valid Ticket if you:-
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.
(b) Effect of travelling without a valid Ticket: We will not allow you to board a Service if you do not have a valid Ticket, or if you fail to purchase one from the driver of the Coach (subject to availability of a seat for your entire Journey).
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 the applicable fare as specified by the driver of the Coach or any Dublin Express representative for the Journey which you are making.
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 you must pay an excess fare up to the amount of the full standard fare for the Journey you are making;
(c) Fraudulent Tickets: If we have reasonable grounds to believe that a Ticket has been fraudulently obtained or used, we reserve the right to invalidate the Ticket and prevent you from travelling on all or any of our Services. 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 6.1(b) above will apply.
(d) Other action: The actions we may take in respect of persons travelling without a valid Ticket set out in this Condition 6 are not exclusive and we reserve the right to take any other action we consider appropriate, including prosecuting any person travelling without a valid Ticket or reporting the incident to the Gardaí for investigation or prosecution.
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.
(a) Lost and Stolen Tickets: We will not be obliged to replace your Ticket if it is lost or stolen. 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.
(b) Tampered with Tickets: We will not be obliged to replace your Ticket if it is tampered with (including by any information on it being altered or obscured in a way we consider is, or is likely to be, deliberate). 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.
(c) Spoiled, Damaged or Corrupted Tickets: If your Ticket has been spoiled, damaged or corrupted in any way (including by it or any information on it being obscured in a way we consider is, or is likely to be, accidental) then we may, at our entire discretion, replace your Ticket if you ask for a replacement Ticket a reasonable time before your scheduled departure and you provide us with proof of your purchase of the Ticket, your identity and a reasonable explanation for why your Ticket has been spoiled, damaged or corrupted. 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.
(d) No refunds: Subject to any Special Conditions that apply to your Ticket, we will not give refunds in respect of any lost, tampered with or spoiled, damaged or corrupted Tickets.
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.
(a) Arrival at departure point: You should arrive at the boarding point for your Service at least 10 minutes prior to the timetabled departure time for that Service to ensure your place on the Service. We will normally release any seats (even where you have reserved a particular Service but you have not arrived at your boarding gate within 10 minutes of departure) five minutes prior to the published departure time. Please note that you will not be guaranteed a reservation on a particular Service if you have booked an open single or return Ticket (i.e. a Ticket with no set time(s) specified) and any seats on a Service which are free for the duration of your Journey will be allocated on a first come first serve basis.
(b) Effect of late arrival: We may give your place to another passenger if you arrive later than stated in Condition 6.4(a) or you attempt to board your Service at a different location to that booked as your departure point, in which case you will be considered to have missed the Service. 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 on any other Service, if you miss a Service. In these circumstances and unless the Special Conditions relevant to your Ticket say otherwise, your Ticket will still be valid for a Service which departs up to 12 hours before or up to 12 hours after the original departure time of your original Service (subject always to availability of a seat for your entire Journey) in accordance with Condition 3.2(b).
You must allow plenty of time for a Service to arrive in time to connect with transport provided by third parties on which you are planning to travel. 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 180 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 due skill, care and diligence. For the avoidance of doubt, we will not be responsible for such additional costs or losses where caused by Circumstances Beyond Our Reasonable Control.
It is your responsibility to ensure that you comply with the following seat belt requirements.
(a) You must wear the seatbelt provided at all times whilst seated on the Coach during a Journey (as this is required by law and for your own and others’ safety). This also applies to passengers travelling in wheelchairs. Where you suffer from a physical disability and have your own safety belt which has been specifically designed for your use, you may use this safety belt where it can be used with the seatbelts on the Service you are using. You may still use the toilet facilities on board the Coach but must refit your seatbelt immediately upon returning to your seat.
(b) If you are travelling with a certificate of a registered medical practitioner in the form set out in Schedule 2 to S.I. No. 240/2006 - European Communities (Compulsory use of Safety Belts and Child Restraint Systems in Motor Vehicles) Regulations 2006, you do not have to wear a seatbelt but you will not be permitted to be seated in any of the front seats of the Coach for your own, our employees and other passengers’ safety.
(a) You may not board or leave a Service except at the start, or finish, point of your Journey, save for any ill health breaks permitted under Condition 6.8 below, or unless permitted by Condition 6.7(c) below.
(b) If you wish to join your Service at a different location than your start point and you have not amended your Ticket in accordance with these Conditions you will be required to purchase a new Ticket for the Service, subject to space being available on the Service from the different start point to the finish point.
(c) You may leave the Service at an earlier stop where you: (a) tell the driver when you board the Service that you wish to do so (so that your Luggage can be placed in an appropriate location in the luggage hold) unless that earlier stop is one at which unloading of Luggage is restricted if you are travelling with Luggage in the hold; and (b) you pay the driver or other Dublin Express representative any additional fare payable as a result of you leaving the Service at an airport stop rather than the booked finish point of your Journey.
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.
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 due skill, care and diligence 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.
(a) General: We may be able to transport passengers who want to (i) travel seated in their wheelchairs and/or (ii) board the Coach using the wheelchair lift while seated in their wheelchair, in each case provided the requirements of Condition 7.2(b)(ii) are met. Our Coaches do not have step free access for any passengers using wheelchairs or mobility scooters, unless the requirements of Condition 7.2(b)(ii) below are met. If you are able to board the Coach using the Coach stairs, we can store your wheelchair / mobility scooter provided the wheelchair/ mobility scooter complies with the requirements set out below in Condition 7.2(b)(i) or (c) (as applicable). More information can be found in ‘Dublin Express Disabled Code of Practice’ which is available upon request from our Assisted Travel Helpline or at www.dublinexpress.ie/disabled-code-of-practice.html.
(b) Wheelchairs: For passengers who use wheelchairs:
(c) Mobility Scooters: For passengers who use mobility scooters, we are able to provide travel if the passenger can transfer to a Coach seat, the passenger is able to use Coach stairs and the passenger’s mobility scooter can be safely stowed in the luggage hold of the Coach, which will be the case where it is capable of being dismantled and reassembled by you or your companion, the heaviest part does not exceed 20kgs in weight and the mobility scooter is operated by dry cell, gel-type or lithium batteries only and no spare batteries are stored in the hold. 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 by ringing 01 903 9508 and selecting the Assisted Travel Helpline option (lines open 9am - 5pm 7 days a week) or using another contact method listed in our Dublin Express Disabled Code of Practice, so that we can check that your mobility scooter is safe for stowage in the luggage hold. 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.
(a) We are unable to carry dogs or any other animals on our Coaches, with the exception of trained assistance dogs. To ensure we adhere to our Health and Safety commitments and to support us in creating a more inclusive and accessible service we accept assistance dogs which are highly trained.
(b) Customers do not have to pre book an assistance dog onto the Coach, however we do recommend this to ensure there will be space available on the Service you require and to avoid disappointment, as assistance dogs can only be carried subject to availability.
(c) When booking, for information purposes you will be asked if your assistance dog is trained by an Assistance Dogs International member organisation, trained by an independent organisation / charity, or owner trained. Whilst you do not have to provide this information, this data will help us to ensure everyone is able to access our services.
(d) Assistance dogs may be required to wear a safety harness when on board the Coach which shall be attached to the seatbelt of a spare seat. If we require your assistance dog to be harnessed, then the safety harness is something that you will be required to provide and, where we have specified that your assistance dog must be harnessed, unfortunately we will not be able to allow your assistance dog on board a Coach without a suitable safety harness. This is to ensure that our driver and other passengers on board the Coach are safe.
(e) When booking you will be asked to confirm that your assistance dog is highly trained by producing evidence, for example a certificate, correspondence from the training organisation, ID book, owner training logs or an email from the owner confirming what training has taken place. If you do not pre book the driver will ask for this to be produced at the time of boarding the Coach. If this cannot be produced to our satisfaction, then unfortunately we will not be able to allow an assistance dog on board a Coach.
(f) We also advise and recommend the following, however this will not be a barrier to travel:
(g) Drivers will be required to provide any reasonable assistance when requested by the customer.
(h) Please note that in cases where our driver declares an allergy or phobia to dogs and depending on the seriousness of the allergy or phobia to dogs, we may not be able to transport customers and their assistance dogs on the original Service but we will endeavour to board customers and their assistance dogs on the next available Service.
(i) In any case where a dog might display aggressive behaviour, our drivers are able to use their discretion to refuse travel in line with Health and Safety.
(j) We take our commitment to accessibility and inclusion seriously and will aim to continuously improve our processes and procedures.
Where practically possible we will reasonably accommodate the needs disabled passengers by providing special treatment or facilities, if without such special treatment or facilities it would be impossible or unduly difficult for the person travel (e.g. allowing the travel of assistance dogs).
(a) Whether you can cancel or amend the time and date of your Ticket will depend on the type of Ticket that you have purchased.
(b) If you wish to amend your Ticket: Please refer to Condition 3.5.
(c) If you wish to cancel your Ticket: Unless the Special Conditions state otherwise (in which case please check the Special Conditions which apply to your Ticket for the circumstances in which you are permitted to cancel your Ticket and are entitled to a refund) you are entitled to cancel your Ticket and are entitled to a refund by requesting this on our website at www.dublinexpress.ie or by contacting the Customer Service Centre to notify us that you want to cancel your Ticket at least 72 hours before the scheduled departure time of your Service. Please see Condition 13.1 for further details on how to contact the Customer Service Centre. You are not entitled to cancel your Ticket or entitled to a refund where you notify us that you want to cancel you Ticket less than 72 hours before the scheduled departure time of your Service (but note that you can use your Ticket in accordance with Condition 3.2(b)). Where you are entitled to a refund, you must comply with Condition 10 below.
(d) Please note that we sell some Tickets which may be partly or completely non-refundable. You should chose the Ticket and fare which best suits your needs and consider taking insurance to cover instances where you might have to cancel your Ticket.
(e) Tickets are non-transferable.
(a) Changes to and/or Cancellations of Services: We will run our Services using due skill, care and diligence. 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 on the Service, and to substitute an alternative Service, due to operational reasons or Circumstances Beyond Our Reasonable Control. 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
(b) Cancellation of your Ticket: We also reserve the right to cancel your Ticket, and/or refuse to carry you on any of our Services, if you fail to comply with these Conditions and/or any Special Conditions that apply to your Ticket.
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.
If we cancel your Ticket, and/or refuse to carry you on any of our Services, due to your breach of any of these Conditions and/or any Special Conditions that apply to your Ticket, we will have no obligation to refund the fare nor any other liability to you.
In this case, our liability depends on other factors explained below.
(a) No liability if you have no reservation: If we cancel or withdraw a Service before it has commenced, and you do not have a place reserved on it, we shall have no liability to you or any third party.
(b) Cancellation before Service has begun: If we cancel or withdraw a Service before it has commenced, and you do have a place reserved on it, our liability will be at our option to:-
(i) make suitable alternative arrangements to carry you to your destination on another Coach, or other mode of transport as we consider appropriate; or
(ii) cancel the Ticket, and allow you to claim a refund of the full amount of the fare if no portion of the Ticket has been used, or, if the outward part of a return Ticket has been used, 50% of the fare. To obtain a refund you must comply with Condition 10 below.
(c) Cancellation after Service has begun: If a Service on which you are travelling commences and is terminated before reaching your destination, our liability will be at our option to:-
(i) make suitable alternative arrangements to carry you to your destination on another Coach, which may not have all of the advertised facilities; or
(ii) make suitable alternative arrangements to carry you to your destination by another mode of transport as we consider appropriate.
Subject to clause 9.5, the remedies listed above shall be your sole remedies in circumstances outlined in this Condition 9.3 and, except as provided in this Condition 9.3, we shall not be liable for any loss, damage, liability, cost or expense suffered or incurred by you or any third party as a result of any alteration, cancellation or withdrawal of any Service by us.
Subject to Conditions 9.5 and 9.6 our maximum liability to you for any loss, damage, liability, cost and expense, whether in contract, tort (including negligence), for breach of statutory duty or otherwise, arising under or in connection with the contract for your carriage on our Services shall not exceed:
(a) where Regulation (EU) No 181/2011 applies and we cause loss of or damage to any wheelchair, other mobility equipment or assistive device, the cost of replacement or repair of the equipment or devices lost or damaged;
(b) €500 in relation to all and any loss or damage to Luggage or other items of property which is not covered by Condition 9.4(a);
(c) €1,000, in relation to all other losses, damages, liabilities, costs and expenses not covered by Condition 9.4(a) or Condition 9.4(b).
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.
You will be entitled to a refund either where:
(i) you have cancelled your Ticket and you are entitled to a refund under these Conditions or the Special Conditions which are applicable to your Ticket; or
(ii) because we have had to alter, delay or cancel a Service other than due to your breach you are entitled to a refund in accordance with Condition 9.2 above.
You must comply with the following procedures when claiming a refund, subject to any different procedures required by the Special Conditions applicable to your Ticket:
(a) Making the claim: If you wish to cancel your Ticket and claim a refund and you are entitled to do so in accordance with Condition 8.1(c), you should contact the Customer Service Centre (please see Condition 13.1 for further details on how to contact the Customer Service Centre). If you choose to contact us in writing (which includes, without limit, email), please provide a copy of 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.
(b) Proof of matters: When making your claim for a refund, you must provide reasonable proof of your identity and proof of purchase of the Ticket.
(c) Paid Tickets: You are only entitled to a refund if you have paid for the Ticket which is being refunded.
(d) Time limit for refunds: You must make your claim for a refund of a Ticket no later than 28 days after the date on which your Ticket is valid for travel.
(e) Return of your Ticket: When making your claim for a refund, you must return your unused Ticket (or the portion of your unused Ticket) to us. 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.
(f) Refund charge: We reserve the right to charge an administrative charge for giving a refund and cancelling your Ticket except if the refund is made because of a cancellation or withdrawal of a Service as detailed in Condition 9.2 or if covered free of charge by the Special Conditions. We will notify you the amount of such charge prior to processing your refund.
(g) Effect of refund: If we give you a refund, your Ticket will be cancelled and we shall have no further obligation to carry you on any Service with that Ticket.
(h) Partial refunds: Unless stated otherwise in the Special Conditions applicable to your Ticket, if you have used the outward part of a return Ticket but not the return part, we will only refund the price paid for the return part of the Ticket.
(i) Non-refundable items: In addition to certain non-refundable Tickets, there are other charges which are non-refundable (including, without limitation, any booking fees).
(j) Fraudulent refund claims: We shall not be obliged to process a refund where we have reason to believe that the claim for the refund is made fraudulently.
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 10.1 above.
We will carry your Luggage on and subject to these Conditions and any applicable Special Conditions.
(a) Permitted Luggage:
(i) You may store in the luggage hold of the Coach, free of charge, either: 2 medium sized suitcases or rucksacks each measuring no more than 70cm x 45cm x 30cm and weighing no more than 20kg, or one large suitcase or rucksack measuring no more than 75cm x 50cm x 32cm and weighing no more than 20kg.
(ii) You are also allowed to take onto a Service, free of charge, one small piece of soft hand Luggage measuring no more than 45cm x 35cm x 20cm. In this context hand Luggage means something that in the opinion of a driver or other Dublin Express representative is capable of being stored safely in the overhead locker or beneath the seat of the Coach, whose opinion shall be final. With the exception of briefcases no hard-shelled cases, wheeled bags or hard framed rucksacks/backpacks are permitted on board for safety reasons and must be stowed in the luggage hold of the Coach. Such item of Luggage will be stowed free of charge in the hold provided that: (a) it measures no more than 45cm x 35cm x 20cm and you do not take on board any hand Luggage, or (b) it is within your hold Luggage allowance referred to under Condition 11.1(a)(i) above.
(b) Excess or Outsized Luggage: We shall have no obligation to carry Luggage in excess of the permitted amount or size or which doesn’t fit into a standard luggage shape (including for example only, sports equipment such as surfboards, skis and fold-up bikes, tents and musical instruments) but we may, at our entire discretion, agree to carry additional pieces of hold Luggage, or ‘outsized’ items, subject always to space being available and on payment of a charge for each extra or ‘outsized’ piece. The charges will be confirmed during the booking process. An absolute maximum of three chargeable items of Luggage may be taken in the hold (maximum 5 overall) subject always to space being available and the charges having been paid and our agreement to carry the same. Priority will be given to customers travelling with Luggage within the free limits. Customers will be permitted to ‘pool’ their individual allowances if they are travelling in a group or as a family, but they must be travelling on the same Ticket. If you pre-purchase excess Luggage or ‘outsized’ items and there is insufficient space to take the Luggage or ‘outsized’ items, you will have to wait for the next Service with available seats where priority to board will be given to you over customers without reservations.
(c) Wheelchairs, mobility scooters and pushchairs: Folding wheelchairs, dismantled motor scooters and folding pushchairs/buggies will be carried free of charge in the hold where these comply with Condition 7.2 or, in the case of buggies/pushchairs, they do not exceed 20kg in weight.
(d) Fragile items: We only agree to carry fragile items if they are of reasonable size and securely packaged in order to not become damaged in the luggage hold, subject to space being available and any charges being paid if the items are excess or outsized items.
(e) If we agree to carry any particular Luggage or other item of property on any Journey this does not mean that we have agreed to carry that Luggage or other item of property on any subsequent Journey you make, unless it is Luggage that is free of charge.
(f) Customers must travel with their Luggage: We will never carry unaccompanied Luggage or other item of property (including parcels) in any circumstances.
(g) Customers should insure their Luggage: You should fully insure your Luggage and other items of property with reputable insurers for an adequate amount against all usual and normal risks of loss or damage especially if you are carrying valuable items.
(a) What are prohibited items? you shall not bring any of the following items onto any Coach or into any Station without our permission:
(iii) drugs (other than medicines for which you have a prescription or were obtained over the counter);
(iv) caustic substances or solvents;
(v) non-folding pushchairs/prams;
(vi) oversized sports equipment (other than where we agree to do so under Condition 11.1);
(vii) non-folding bicycles (other than where we agree to do under Condition 11.1);
(viii) wheelchairs and mobility scooters (except in accordance with Condition 7.2 and Condition 11.1);
(ix) any other items which we are not permitted to carry by law; and
(x) any items which, in our opinion or in the opinion of any driver of a Coach or Dublin Express representative, are or may be unsafe, or may cause injury, offence or damage to any persons or property, including items with sharp or protruding edges, any item over 20kg in weight or any item which cannot be folded down or packaged to comply with Condition 11.1, or items which are otherwise considered by us to be unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile (and not securely packed) or perishable or in liquid form (and not securely sealed).
If you have any doubts about whether we will carry any particular item, you should obtain our written confirmation before purchasing your Ticket and bring this with you when you travel.
(b) What happens if you take prohibited items: If you take any prohibited items onto any Coach or into any Station, we will advise you that they are prohibited, we will remove them from the Coach and/or Station immediately on discovery and we will take such other action as we consider to be appropriate in respect of such items, including to involve the Gardaí if we consider that there are any security or safety issues. We may also refuse you travel.
(c) We will not be liable to you in respect of prohibited items: If you take any prohibited items of property onto any Coach or into any Station, we shall not be liable for any loss or damage occurring to such items for any reason whatsoever, including our removal of such items. If you are refused travel due to bringing any prohibited items onto any Coach or into any Station, we will not be obliged to refund your Ticket and we will not be liable for any loss, damage, inconvenience or cost or expense you suffer or incur as a result.
(a) Packing of Luggage: You must pack all of your Luggage safely and securely, and lock and fasten it, with a view to protecting your Luggage from loss, damage or interference, and to protect any persons or other property on a Coach from being damaged by your Luggage. We will not be obliged to carry any Luggage which has not been properly packed.
(b) Labelling of Luggage: All Luggage should be clearly and appropriately labelled with your name or other contact details. We will not be obliged to carry any Luggage which has not been properly labelled.
(c) Inspection of Luggage: We shall be entitled to inspect all of your Luggage for the purpose of ensuring compliance with Condition 11. We shall not be obliged to carry you or your Luggage, and shall be entitled to remove you and/or your Luggage from any Coach, if you refuse to submit your Luggage to a search or if the results of the search reveal any non-compliance with Condition 11 or cause for concern as explained in Condition 11.
(d) Storage of Luggage: All Luggage, other than hand Luggage, must be stored in the hold or other storage compartment on the Coach and not in the passenger compartment of the Coach.
(e) Care of Luggage: Except for any Luggage stored in the hold of a Coach, you must also look after your Luggage and other items of property at all times during your Journey. You must also make sure you do not leave any of your Luggage or other items of property unattended at any time, including at any Station and including your hand Luggage whilst on a Coach.
(f) Getting the Luggage onto and off of a Service: On Services Drivers may load and unload your Luggage which is placed in the hold of the Coaches but the driver may request that you load or unload your Luggage which is placed in the hold of the Coaches. You should comply with any such request where you are reasonably able to do so. Whether the driver provides assistance with your Luggage or not, it is your responsibility to ensure that your Luggage is put on and taken off a Coach at the correct stop, or checked-in at any Station where check-in arrangements apply. .
(g) Valuable and Important items: Small valuable items and important papers or instruments creating legal entitlements should not be stowed in the Luggage hold of the Coach under any circumstances but must be taken on board the Coach as hand Luggage. Small valuable items include bank cards, money, medication, jewellery, precious metals, laptop computers, hard drives, personal electronic devices and mobile phones, and important papers and instruments creating legal entitlements include negotiable documents, securities, business documents, passports, visas, tickets and identification documents. Small valuable items and important papers or instruments creating legal entitlements will be carried on the Coach at your own risk and must not be left unattended by you. Where possible, small valuable items should be carried on your person and important papers and instruments should be kept in a bag, fitted with a lock as you see fit.
We strongly advise that you do not bring large valuable items onto the Coach as hold Luggage. If you choose to carry any large valuable items onto the Coach, provided that they otherwise comply with this Condition 11 they will be stored in the hold of the Coach at your own risk. We shall have no liability for any loss or damage occurring to any valuable item placed in the hold of the Coach for any reason whatsoever.
(a) Left Luggage: If you leave behind any of your Luggage or other items of property on a Coach, you should notify us as soon as possible and in any event within 24 hours of the end of your Journey by contacting the Customer Service Centre (please see Condition 13.1 for further details on how to contact the Customer Service Centre). If you notify that you have left behind any of your Luggage or other items of property on a Coach and we locate it, we will use reasonable efforts to store it in accordance with Condition 11.4(c), subject to our rights to dispose of it as specified in that Condition, and to make it available for collection by you at a place we specify during our normal working hours.
(b) Lost Luggage or other items of property: If, without being notified, we find any lost Luggage or other items of property on a Coach or at a Station, we may store it in accordance with Condition 11.2(c), subject to our rights to dispose of it as specified in that Condition, but any such storage will be at your risk and you will be responsible for contacting us about it.
(c) Storage of left and lost Luggage or other items of property: We shall be entitled to open and examine any left or lost Luggage or other items of property to seek to ascertain who it belongs to and/or for health and safety and/ or security reasons. If there are any items in left Luggage or other items of property which we consider are unlawful, dangerous or perishable or otherwise unsuitable for storage, we shall be entitled to hand them over to the relevant authorities or dispose of such items at any time. As our storage facilities are limited we may only hold on to left or lost Luggage or other items of property for 28 days, after which time we reserve the right to dispose of it in any manner we consider appropriate.
(d) Fee for left or lost Luggage or other items of property: We may charge you a reasonable administration and / or repatriation fee for the storage and return of your left or lost Luggage or other items of property.
(e) Our liability for left or lost Luggage or other items of property: We will not be liable to you, or any third party, for any loss of or damage to left or lost Luggage or other items of property as a result of any action taken by us in accordance with this Condition 11.4, unless we fail to use due skill, care and diligence in respect of left Luggage or other items of property that you notify us about accordance with Condition 11.4(a), in which case Condition 11.6 applies.
(f) You must hand over lost Luggage or other items of property of other people: If you find any property of any other person on any Coach or at any Station that we own or manage, you must hand it over to us immediately.
You should check all your Luggage or other items of property at the time of disembarking a Service for any damage and notify the driver or a Dublin Express representative at the time of discovering such damage or, in any event, within 24 hours of the end of your Journey by contacting the Customer Service Centre (please see Condition 13.1 for further details on how to contact the Customer Service Centre). Any claims in respect of damaged Luggage or other items of property must be received by us as soon as possible after the date you discover the damage to the Luggage or other items of property and, in any case, within 28 days of the date of your Journey. You must provide suitable evidence of the damage to the Luggage or other items of property with your claim (for example, photographic evidence and receipts for items included in your Luggage or other items of property).
We will use due skill, care and diligence in looking after your Luggage while you are travelling with it on any Journey and if you notify us that you have left it behind and we locate it in accordance with Condition 11.4(a). We will only be liable for any loss of or damage to your Luggage or other items of property caused by our failure to use such due skill, care and diligence and such liability will be subject to Condition 9.4.
We wish to make travel with Dublin Express as comfortable as possible for all of our customers.
(a) Required behaviour: You must ensure that you:
(i) Behave in a reasonable, sensible and lawful manner on a Coach and at any Station;
(ii) Comply with any request or instruction from any driver of a Coach or any Dublin Express representative; and
(iii) Use mobile phones and other electronic devices considerately on all Coaches and in any Station.
(b) Prohibited behaviour: You must ensure that you do not:
(i) Behave in a way that is, or is perceived to be, abusive or threatening to any person or otherwise in a disorderly way;
(ii) Conduct yourself in a way which does or may endanger yourself or any other person;
(iii) Obstruct or interfere with any driver or other crew on a Coach, or any Dublin Express representative, in the performance of their duties or fail to comply with their instructions;
(iv) Behave in a manner which causes discomfort, inconvenience, danger, damage or injury to any other person or to property on board any Coach or at any Station or to any Coach or Station;
(v) Obstruct or allow any of your Luggage to obstruct any aisle or emergency exit on any Coach;
(vi) Play any music players, musical instruments or electronic devices that are audible and distracting or annoying to any person on any Coach, or which interfere with, or render less audible, any public address system or other equipment;
(vii) Take onto any Coach, or into any Station, any alcoholic drinks or drugs (other than medicines) for the purpose of consuming them, or consume them on any Coach or in any Station;
(viii) Board any Coach whilst under the influence of alcoholic drinks or drugs (other than medicines);
(ix) Smoke (including substitute smoking materials such as electronic cigarettes) onboard any Coach or at any Station;
(x) Board any Coach whilst you are seriously ill or suffering from any serious contagious illness; or
(xi) Commit a criminal offence.
(a) Food and drink: You are welcome to bring onto the Coach hot drinks provided they are fitted with a safety lid to avoid spillage and you take care with them, cold non-alcoholic drinks and cold food. You are not permitted to bring onto the Coach, or consume on the Coach, any hot or strong smelling food.
(b) Rubbish: must take your rubbish with you when you leave the Coach.
(c) Filming: You shall not, without our prior written consent, film on any Coach or at any Station owned or managed by us for any commercial or professional purpose. You may film for personal or private purposes provided that such filming does not cause, and is not likely to cause, distress or alarm to any driver, Dublin Express representative or any other customer or passenger. Our drivers and Dublin Express representatives shall be entitled to determine if any filming is causing, or is likely to cause, such distress or alarm and you must stop filming if asked to do so by them.
If you fail to comply with this Condition 12, we shall be entitled to restrain you, remove you from any Coach or Station owned or managed by us, refuse you further carriage, cancel your Ticket without refund and take any other measures as we consider necessary, including to involve the Gardaí if we consider that there are any security or safety issues.
Furthermore, we reserve the right to refuse travel, either on a one-off or permanent basis, to anyone who has failed to comply with this Condition 12 or who we consider to be a nuisance or danger to our passengers, customers, drivers or Dublin Express representatives.
If we take any of the actions in consequence of your bad behaviour specified in this Condition 12 or you are refused travel in the circumstances specified in this Condition 12, we will not be liable to you for any loss, damage, injury, inconvenience or cost that you suffer or incur as a result.
We will not be liable to you for any act or omission of any other customer or passenger on a Coach or at a Station.
If you are not happy with the response from Dublin Express, contact the National Transport Authority, Dún Scéine, Harcourt Lane, Dublin 2 or email: firstname.lastname@example.org
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.
We are obliged to inform you of an approved alternative dispute resolution entity which is competent to deal with your complaint if you are not happy with how we have handled your complaint once we have completed our internal complaint process. For these purposes we refer you to Net Neutrals EU, Ltd which can be contacted at http://www.netneutrals.eu (the “ADR Entity").
These Conditions, and your contract with us, are governed by Irish law and you and we can bring legal proceedings in respect of your contract in the Irish courts.
These Conditions, and any Special Conditions which apply to your Ticket, may be amended at any time, provided that the versions thereof that were current at the time you purchased your Ticket will be the versions that form your contract with us. None of our, or our subcontractors’, employees, agents or representatives, has authority to alter, modify or waive any of these Conditions or any Special Conditions.
Each of these Conditions, and Special Conditions which apply to your Ticket, shall be separate and severable. Should any such Condition or applicable Special Condition (or any part thereof) be illegal, invalid or unenforceable, it shall be severed from these Conditions or the Special Conditions (as appropriate), and the remaining Conditions and applicable Special Conditions (or parts thereof) shall continue in full force and effect and be amended as far as possible to give valid effect to the intentions of the parties under the severed provision.
We shall be entitled to subcontract the operation of all or part of the Services to any Partner Operator.
We may transfer our rights and obligations under these Conditions and any Special Conditions to any other person. You may not transfer or assign your rights or obligations under these Conditions and any Special Conditions to any other person.
If we delay enforcing these Conditions, or any Special Conditions that apply to your Ticket, including by delaying asking you to comply with them or taking steps against you for non-compliance with them, this will not prevent us from enforce them against you later in respect of that or any other non-compliance.
Your personal data will be processed in accordance with our customer and passenger privacy notice available at Privacy Centre.
In order to help ensure the safety of our customers and staff you must act in a way which is consistent with helping prevent the spread of Covid-19 and current government guidance.
You must wear a face covering when travelling on our Coaches or if you are in a Station or stopping point, unless you are exempt. Please see Condition 14.3 and Condition 14.5 below for exemptions. You may be refused entry on-board the Coach if you do not have an appropriate face covering, or you may be asked to leave the Coach if you persistently fail to comply with this requirement. Please note that you will not be entitled to a refund if you do not have and/or fail to wear a face covering as required.
Please note that Condition 14.2 does not apply to those who have a physical or mental disability / condition, or who have a ‘reasonable excuse’ within the meaning of Regulation 6 of the Health Act 1947 (Section 31A – Temporary Restrictions) (Covid-19) (Face Coverings on Public Transport) Regulations 2020 (as amended), which would impact on or prevent those individuals from complying with the requirement to wear a face covering. We would advise you to make contact with our Assisted Travel team at least 24 hours prior to your outward journey, so that they can make the driver aware that you will be travelling without a face covering.
If you already wear a face-covering for religious purposes, provided it covers your mouth and nose, you will not be required to wear any additional protective coverings.
Please note that the requirement to wear a face covering does not apply to children below the age of thirteen.
Please note that we reserve the right to amend this Condition 14 at any time up until the day of travel in order to reflect the current laws, government guidance and industry practice relating to Coronavirus (COVID-19) and safer travel on public transport.
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