Conditions of carriage - megabus.com

1. Definitions

“We”, “our”, “us”, "megabus" and “SCCL” means our company, Scottish Citylink Coaches Limited registered address: Buchanan Bus Station, Killermont Street, Glasgow, G2 3NP. Scotland company number: SC091931, VAT number GB 878 2452 85.

"Our website” means uk.megabus.com

“Company Official” means any authorised representative of megabus

“Conditions” means these conditions of carriage.

“Our website” means megabus.com, megatrain.com, megabusplus.com, www.megabus.com, www.megatrain.com and www.megabusplus.com

“Company Official” means any authorised representative of megabus.

“Ticket” means a reservation number (paper or electronic). These can be purchased on our website, from a kiosk or with one of our authorised agents.

“Reservations” means the booking you make for a megabus journey on our website, from a kiosk or with one of our authorised agents.

“Rights of Passengers in Bus and Coach Transport Regulations” means The Rights of Passengers in Bus and Coach Transport (Exemptions and Enforcement) Regulations 2013 (as amended) and the Regulation (EU) No. 181/2011 of 16 February 2011 (as amended).

“Operator” means the bus company that provides the coach service for your journey and is specified in your reservation.

2. Contact us

Please contact us if you need more information, want to register a complaint or have any questions about these Conditions.

3. Introduction

At megabus we value you as a customer and work hard to make sure you travel safely and in comfort on a clean, reliable service.

This document contains the conditions under which we carry you. It applies to anyone who travels with us on our network of coach services in the United Kingdom.  By boarding one of our vehicles, it is deemed that you have accepted and will abide by these Conditions.

When you book a ticket and receive a booking confirmation, you will be making a contract with us.

4. General conditions

We aim to provide a safe, reliable and punctual service, but there are occasions when we’re unable to run services as advertised due to factors outside of our control.

These include, but aren’t limited to:

• road works
• diversions
• exceptional traffic congestion
• major events
• extreme weather conditions
• other unforeseen operating circumstances

Wherever possible, we will take reasonable steps to advise you of any disruption to services. However, in the event of cancellation, delay, diversion or termination of any service or for any reason we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result. Where appropriate we shall meet our obligations under the Rights of Passengers in Bus and Coach Transport Regulations.

We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.

5. Conduct of passengers

When travelling with us you must comply with our code of conduct for passengers, including:

• wearing a seatbelt at all times while seated, where provided on the vehicles – this also applies to customers travelling in their wheelchairs
• you may remove your seatbelt when you need to stand e.g. to use the toilet, but must refit the seatbelt after returning to your seat
• when travelling with a seat belt exemption certificate, you will not be permitted to sit in any of the front seats of the coach, top of stairs seats or the back row middle seat for your own, our employees’ and other customers’ safety

While travelling with us, you must not:

• smoke either conventional or electronic cigarettes or vape pens on the vehicle, nor in designated ‘no smoking’ areas in any coach station
• behave in a manner that is abusive, threatening or causes offence to other customers or staff
• bring hot food on board, eat or drink items which make the environment unpleasant for other customers or otherwise cause offence. Drinks should be fitted with a safety lid to avoid spillage
• consume alcohol
• play loud music, or operate a personal device at a volume which may be heard by other passengers
• leave rubbish or discarded items on the bus
• wear soiled clothes or carry any soiled items
• carry weapons
• distribute leaflets , offer anything for sale, or collect for charity without our prior written consent
• interfere with equipment fitted on the vehicle
• damage or deface any part of the vehicle

You must follow the instructions of our staff and act in a manner which shows due regard for the safety and comfort of other customers and company employees. This includes not standing next to emergency exits, the vehicle entrance, next to the driver or sitting in gangways or on staircases.

You should notify a member of staff immediately if you sustain an injury while boarding, travelling on, or getting off a coach.

Except in an emergency, you must not talk to the driver while the coach is moving, obstruct the driver’s vision, or otherwise distract them.

At all times, please consider the needs of our elderly, young and disabled customers. In particular, please vacate seats and spaces designated for the elderly and disabled when requested.

Where Wi-Fi is available you must not use our Wi-Fi to download, view or distribute offensive or illegal material.

Charging points on coaches are for use for mobile devices and customers must not use them to charge or operate other appliances.

Wi-Fi and charging points are subject to availability and no refunds will be given if they are unavailable.

We have the right to refuse entry or ask you to leave our vehicle or premises at any time for any of the following reasons:

• We have reason to believe that your behaviour jeopardises the safety, security and comfort of others.
• Whenever such action is necessary to comply with any government regulation, security directive, or any governmental request for emergency transportation in connection with national defence.
• Whenever such action is necessary or advisable by reason of weather or other force majeure event beyond our control including, but not limited to:
  • acts of God
  • strikes
  • civil commotions
  • embargoes
  • wars or hostilities
  • terrorist activities
  • disturbances, whether actual, threatened, or reported
• Whenever refusal or removal of a customer may be necessary for their own safety, or the safety of other customers or staff. Circumstances where this may be necessary include, but are not limited to:
  • customer conduct that is disorderly, offensive, abusive, or violent
  • failure to comply with or interfere with the duties of staff
  • wearing or transporting weapons
  • customers having a communicable disease or infection, known or reasonably believed by megabus to pose a direct threat to the health or safety of others

If you are in breach of these or other statutory regulations you will be obliged to give your name and address to a Company Official.

You may be restrained or removed from the coach or our premises by a Company Official, a police officer, a community support officer or other authorised persons, and refused further travel without refund.

We also reserve the right to take any other measures we consider necessary to protect the safety and comfort of our customers and staff. This may include temporarily or permanently banning you from travelling with us following an incident of misconduct.

Our coaches and premises may be fitted with audio and CCTV recording equipment to provide added security for our customers and staff.

Appropriate signage will be in place where audio and CCTV recording equipment is in use. Video and audio recordings are used solely for the monitoring of safety, security, service quality and in support of relevant criminal and civil legal proceedings and complaint investigations.

Images of you may be provided to the police, or any other enforcement agency at their reasonable request.

While we do everything we reasonably can to control the conduct of other customers, we cannot be held responsible for their conduct.

6. Getting on and off the coach

You can travel with megabus as long as you have purchased the correct ticket in advance and abide by these Conditions.

Vehicles will only pick up and set down passengers at the designated stops shown in the trip itinerary.

You must not attempt to get on or off a moving vehicle, or a vehicle which is stationary at a point which is not a designated stop. This includes traffic lights and roadwork sites.

You must not use the emergency exits on any vehicle except in a genuine emergency.

You should arrive at your departure point at least 15 minutes before the scheduled departure of the coach. This will allow you time to stow your luggage, get on board and prevent any delays to the service.

The departure gate at London Victoria Coach Station closes 2 minutes before departure time.

If you are not at the pickup point at the departure time for the coach you are booked on, you may not be able to travel.

You must present your Ticket to a Company Official before getting on the coach. You may also be required to present it at any time after boarding. You can present it verbally, in printed or written form, or displayed on a mobile device.

Scottish National Entitlement Card (NEC) concessionary travel cards are not valid for travel on any megabus services in England and Wales.

If you have purchased concessionary travel within Scotland, you must show your Scottish National Entitlement Card (NEC) and reservation number when boarding the coach. Young Scot Card holders wishing to buy discounted travel must buy tickets on coach/bus or on citylink.co.uk.

English, Welsh and Northern Irish concessionary travel cards are not valid on megabus services.

If you have purchased a ticket with an TOTUM/NUS Extra/NUS Apprentice Extra discount you must show your valid TOTUM/NUS Extra/NUS Apprentice Extra card, physical or digital with your reservation number when boarding, otherwise you won't be allowed to travel unless you buy a new ticket. If you travelling with a digital card, please ensure that your electronic device is charged. If you are unable to show your card, during the journey when requested, you may have to pay a £40 penalty fare in addition to buying a new ticket.

If you have purchased a ticket with a Stagecoach or SCCL Employee or Privilege passholder discount you must show your valid Stagecoach or SCCL Employee or Privilege pass with your reservation number when boarding, otherwise you won't be allowed to travel unless you buy a new ticket.

You are liable to prosecution and paying an increased fare if you do not hold a valid ticket, pass or other relevant document.

The increased fare will be twice the usual fare for the distance already travelled by the passenger or £40, whichever is the greater, plus the fare for the remaining distance to the passenger’s destination.

If the passenger cannot verify the distance they have travelled, then the starting point of the route is used for the calculation of the increased fare.

If we suspect fraudulent use of reservation numbers, transfer to another person, or other abuse, we reserve the right to refuse you travel on our service(s). No refund will be given in relation to fraudulent use of booking references.

7. Wheelchairs, mobility scooters, prams and buggies

Fully collapsible buggies, pushchair or strollers must be folded up and put in the hold whilst you're travelling. They won't count towards your luggage allowance.

We welcome all customers on megabus services and do our best to assist those with walking difficulties or those who use wheelchairs.

We are constantly updating our fleet to improve access and space for disabled people and those travelling with children. If you use a wheelchair (max weight 23kg) or scooter (see below) and are able to climb the few steps into the bus, we will store your mobility device in the luggage bay and the driver will help you into your seat.

We welcome all customers on Scottish Citylink services and do our best to assist those with walking difficulties or those who normally use wheelchairs. We can safely carry wheelchairs with dimensions of length 1200mm x width of 700mm x height of 1350mm (height restriction includes seated passenger) on our coaches. If you have a rigid wheelchair or scooter, please email [email protected] or contact our Customer Service team when you book your journey (we recommend at least 36 hours in advance) so that we can confirm if your mobility device can be carried. The weight of the wheelchair plus the occupant must be within the safe working limit (SWL) of the ramp or lift fitted to the vehicle. As a general rule, the ramp or lift fitted to vehicles have a safe working limit of 300kg. If you wish to sit in your wheelchair while travelling with us, we recommend you email [email protected] or contact our Customer Service team at least 36 hours in advance to make sure that your wheelchair can fit and to book the designated wheelchair space. We are sorry, we are unable to carry customers seated in mobility scooters.

We will accept lightweight mobility scooters for storage and carriage in the coach luggage hold. The mobility scooter must break down into separate parts each weighing no more than 23kg. You or a companion must be able to dismantle and reassemble the mobility scooter for carriage in our luggage hold. Space is limited and we strongly recommend, before booking your ticket, that you please contact us to book your space/confirm availability in order to avoid disappointment. It would assist us if you could do this at least 36 hours before your journey.

We only accept powered wheelchairs which operate on dry cell or gel type batteries. E-scooters are not authorised to be carried on any megabus service. 

Holders of Scottish Concessionary with the Companion Symbol, travelling wholly within Scotland on services where the pass is accepted, may take a companion free of charge but you must tell us when you book your ticket.

8. Bicycles

Normal adult bicycles are unlikely to meet our luggage requirements and cannot be carried on our coaches.

Folding bicycles or small children's bicycles can be carried on our coaches providing they meet our luggage requirements (below) at the owner's risk and will count towards your luggage allowance. They must be securely stowed in a bag or box in the designated luggage area (the hold).

Our acceptance of your bicycle on one journey does not imply acceptance on the return or subsequent journeys.

9. Luggage

We care about the safety and comfort of all our passengers, so we restrict the size, type and quantity of luggage or other belongings you can bring onto our coaches. We may refuse to carry any item on our coaches.

We do not check luggage or provide receipts for luggage transported on our coaches by our passengers. You must label every piece of your luggage with your name, address and contact details.

Your luggage should weigh no more than 23kg and be no bigger than a standard ‘large’ suitcase. The maximum size of a single bag is 75cm x 50cm x 32cm.You may take up to three bags as long as they do not occupy more space than a single bag of these weight and dimension limits. 

You can also take a piece of small hand luggage on board with you. This must either fit on your lap or under the seat in front of you and does not count towards your luggage allowance.

You are responsible for any items you bring on board. You may not be allowed to travel if one of our staff believes your luggage or belongings will block gangways and access to emergency exits on the coach. We cannot be held responsible for any loss or inconvenience if you are refused travel under these circumstances.

Some items of luggage may need to be placed in the luggage lockers beneath the passenger saloon, which are accessed by external locker doors. You should keep high cost items or those of particular personal value on your person at all times.

Items that must never be placed in the luggage hold include:

• currency
• valuable securities such as cheques, premium bonds or money orders
• passports
• driving licenses
• certificates
• jewellery
• portable electronic devices such as cameras, mobile telephones, laptops and tablets

If you bring more luggage than the limits mentioned above, you may have items refused. 

On Glasgow-Lancaster-Preston-Manchester/ Liverpool-Birmingham-London services you may be charged for each piece of excess baggage, subject to space availability. Details of our excess baggage fees which will apply at the time of travel are in the FAQs section of our website. Our acceptance of your excess luggage on one journey does not imply acceptance on a return or subsequent journey.

If you have to change coaches due to a connected journey, you are responsible for transferring your luggage between the coaches.

We cannot be held liable for the loss of any items if left unattended, except in the case of intent or gross negligence.

We may request that you open any item of luggage for inspection by the driver or other Company Official in your presence, if it is considered necessary for security reasons.

Fragile items such as electronic goods, portable televisions, computers, radios, etc. will only be carried if they are of reasonable size, are securely packed and meet our luggage requirements. We will not be responsible for damage to such items, however it may be caused.

Paint may only be carried in original and properly sealed containers of 5 litres or less.

Certain items cannot be carried under any circumstances for safety reasons – these include:

• frozen food
• fresh meat
• poultry or fish
• rechargeable batteries or accumulators
• explosives
• ammunition
• weapons
• combustible or otherwise hazardous materials, including petrol.

Our liability for luggage is limited to £500 per customer and you are advised to have insurance if your luggage is worth more than this.

10. Animals

Animals are not permitted on any megabus services, with the exception of trained assistance dogs.

Guide dogs, hearing or assistance dogs accompanying registered disabled persons travel free of charge at any time. Assistance dogs must be properly harnessed and under the direct control of the customer at all times.

11. Lost property

We will do all we reasonably can to locate and return any property left on our premises or on one of our coaches to its owner.

If lost property is not claimed within one month, we will become the owner of the property and will dispose of it as we see fit. All computers, phones and other electronic items containing data will be securely wiped of all data and disposed of, with any proceeds donated to charity.

Loss of luggage or personal property must be reported immediately to a Company Official present at the time, and also to our customer services team.

We will not be liable for any monetary loss or the loss of legal documents. This includes currency, valuable securities such as cheques, payment cards, premium bonds, money orders, certificates, passports or driving licences.  Items of significant value such as jewellery, precious metals and portable electronic devices should be kept on your person at all times.

If you find lost property on a vehicle, you must hand it to the driver.

If the lost property is perishable and is not claimed within 48 hours of being found, we will dispose of it as we think fit. If perishable property is, or becomes objectionable or a health risk before the end of the 48 hour period, we reserve the right to destroy or dispose of it at any time.

If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.

Details of how to reclaim lost property, including, information on the cost of calls, can be found at uk.megabus.com. If you claim any item of lost property, you will be required to prove that the item belongs to you.

megabus use missingx.com to assist with lost luggage claims and reunite you with your lost property. Please log a lost property report here.

12. Fares and ticketing

You must be aged 18 years or older to purchase tickets and services from this website.

You can book journeys either through our website, from one of our authorised agents, from a  self-service ticket machine or by calling our Sales Contact Centre, at least 36 hours in advance, on +44 (0) 900 1600 900*. 

If you require travel assistance and need to make special arrangements, book a space for your wheelchair, or a seat for a companion to assist you, please call our Contact Centre on +44 (0) 141 352 4444**.

When booking your journey, you must check your itinerary before making payment. Once completed, megabus reservations cannot be cancelled or refunded other than in accordance with the Delays and Cancellations provisions in these Conditions. You can make changes to your booking any time, more than 24 hours before departure.

All prices are shown in pounds sterling (£) on our UK website. Fares will vary by reservation date, day of travel and demand for seats. Fares are subject to change without notice.

Details of our current fees can be found in the FAQs section of our website.

A single booking fee is charged for each transaction.  Multiple journeys can be booked in one transaction. 

You may choose to have your reservation number sent to your mobile phone as a text message. 

You can amend your megabus booking more than 24 hours before the departure of the first service in your booking. You will need to pay the difference between the price paid and the next available price for your journey. If the new journey is cheaper, there will be no refund for the difference.

An amendment fee and booking fee will apply for each amended reservation. Amendments can be made online or with an authorised megabus agent. The amendment fee at an authorised megabus agent may be different to the amendment fee charged online.

If you buy more than one ticket for the same journey, you can only amend the group of tickets, as you cannot amend the tickets individually.  You are advised to book the tickets separately if an amendment may be required later.

You cannot start or end your journey at any intermediate stops and must travel the entire journey between the origin and destination, on the date and at the time(s) shown on your Ticket.

From time to time megabus will sell promotional tickets. While we encourage customers to take advantage of these offers, we reserve the right to refuse travel if we see atypical usage. In these circumstances our liability will be limited to the value of the transaction.

13. Children and young people

A maximum of one child, aged 4 years or under, not occupying a seat, can travel for free with each fare paying adult. Children under 4 are not guaranteed a seat unless a Ticket has been purchased for them. Additional children will be required to purchase a valid ticket to travel.

Children and young people aged between 5 and 15 can receive a 10% discount on standard ticket price for most megabus journeys. The discount is only applicable to passengers in that age bracket at the time of travelling.

The Company’s staff and agents can request proof of age. We do not assume any duty of supervision for young people travelling on our services.

For travel between 05:00 and midnight

• young persons aged between 15 and 17 years inclusive may travel without an adult only if a person with parental authority has confirmed in writing to megabus that the minor may do so, is able and equipped to make the journey in question, alone and without supervision.
• children aged 14 years or under must travel with a passenger aged 18 years or older

For travel any time between midnight and 05:00

Young persons, 15-17, travelling unaccompanied must carry their letter of consent at all times, whilst travelling on megabus services. This must be presented with their reservation number to the driver or other megabus official when boarding and when requested. Unaccompanied children without a letter of consent may be refused travel.

Young people under 18 travelling alone cannot be booked on journeys involving a change of vehicle or travel any time between midnight and 05:00 or international travel.

14. Delay and cancellation

Timetable of services

 The published running times for any individual service can be affected by events outside of our control such as roadworks, traffic incidents and unforeseen congestion.

We take all reasonable steps to minimise any disruption to your journey. In the event that our services are delayed or cancelled we will endeavour to notify you of the delay and any alternative timetable as soon as possible.

We will contact customers using the email address provided at the point of sale, where possible.

Our right to cancel

We reserve the right to alter timetables, suspend, cancel or withdraw services, or terminate a service once it has commenced. This can be done without notice and may take place before or after you have reserved a seat on the service.

We also reserve the right to substitute with an alternative service, or refund your fare and transaction fee.

Should this occur less than 14 days before the travel date, we will give you a choice between an alternative service or a full refund of your fare and transaction fees. Where no alternative service is available you will receive a full refund.

In the event of a cancellation or delay exceeding 120 minutes, we shall refund any fare paid and take reasonable steps to transport the passenger to their destination.

 15. Seating reservation

megabus provides general seating on a first come first served basis. On certain megabus journeys customers may reserve selected seats online. A fee applies for reserved seats, details in FAQs.

Prior to starting your journey we may withdraw the reserved seating and in such circumstance our liability to you is limited to the reserved seat fee.

After your journey has started;

Customers

* with general seating tickets must not occupy any reservable seats.

* with reserved seating must sit in the seat shown on their reservation.

* must not tamper/deface/cover any materials identifying reserved seating.

* must not store any luggage on seats – for full details of luggage policy see section 9. Luggage

 In exceptional circumstances you may be asked by a megabus official to move or give up your reserved seat, including any unoccupied seats.

We reserve the right to supply a vehicle with general [unreserved] seating only.

Where a reserved seat is unusable or unavailable, we reserve the right to allocate you an alternative seat.

Where we are unable to provide your reserved seat, we will provide you an alternative reserved seat or general seat, if available. Our liability to you will be limited to the cost of the reserved seat fee. In the case of an unoccupied seat the fare also. If an alternative seat is available, we will transport you to your destination under our obligations.

16. Liability and limitations of liability

We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence, nor are your statutory rights as a consumer affected. Our contractual liability (if any), irrespective of the legal grounds, shall be limited to, at the time of the conclusion of the contract, foreseeable damage or loss typical of such contracts.

Compensation in the case of loss of or damage to wheelchairs, other mobility equipment or assistive devices shall be equal to the replacement value or repair costs of the lost or damaged equipment.

Any arrangements for hotel accommodation, meals, refreshments, admissions to or for the use of premises, vehicles (including coaches), trains, ferries, aircraft or other means of conveyance operated by persons or bodies other than the Company are made by the Company as agent for and on behalf of the passenger, on the express condition that the Company shall not be liable for any loss, damage, injury, delay or inconvenience howsoever caused to the passenger as a result of any such arrangements for such matters or use thereof. Such arrangements are subject to any by-laws, regulations or conditions of the provider of the facility.

17. Complaints

We welcome suggestions and complaints because they help us to improve our services and put things right when they have gone wrong, and to ensure that you want to continue to use megabus services..

We handle all complaints and suggestions quickly and tactfully, whether sent in writing, email, livechat, delivered in person or by phone. We will acknowledge your complaint within three days of receiving it and aim to resolve your complaint within 14 days.

When suggestions or complaints are about matters outside our control, we will forward them to the relevant organisation and explain that we have done this.

Where a complaint relates to your rights under the Rights of Passengers in Bus and Coach Transport Regulations and is not resolved within three months of you making the complaint, you may refer the matter to the independent bus complaints body Bus Users UK (www.bususers.org). 

18. Data protection

Where we collect your personal data in connection with a retail transaction, a customer survey or other purpose, we will only collect and process your data in accordance with the principles contained in the Data Protection Act 1998 and any other applicable data protection legislation in force in the UK from time to time.  We will also comply with any legal obligations where we have to make such data available to government agencies or other persons in connection with your travel.

19. Amendments

These Conditions apply to megabus from 22 December 2023 and replace all previous conditions applying to megabus.

These Conditions may be amended at any time and any revision will be advertised on megabus.com.

20. Legal notice

The governing law for these Conditions shall be the laws of Scotland and the Courts of Scotland shall have exclusive jurisdiction

Should any provision of these Conditions be invalid or unenforceable, this shall not affect the validity and enforceability of the remaining provisions.

These Conditions together with Online Sales Terms and Conditions, Terms of Website and App Use and Privacy Policy constitute the entire agreement between megabus and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.

*Calls to this number may be recorded for quality and training purposes and will cost 65p per minute, plus network access charges.

** Calls to this number may be recorded for quality and training purposes. Call and network access charges may apply, so please check with your provider.