| Q.1 |
What ‘Easy Access’ services does your company offer? |
| A |
Greyhound Australia have acquired over twenty (20) ‘easy access’ coaches in 2007 and have plans for further coach acquisitions in 2008 to improve the quality and accessibility of our fleet. |
| Q.2 |
Why does Greyhound not offer an ‘Easy Access’ service to the stops I wish to travel from/to? |
| A |
Greyhound Australia is enhancing our fleet of coaches to ‘Easy Access’ coaches as quickly as we can, and in accordance with the timings specified under the Disability Standard for Accessible Public Transport guidelines of 2004.
As new ‘Easy Access’ coaches are brought into our fleet, we will expand on the number of ‘Easy Access’ services we can offer. Until such time as the route you wish to travel on runs using ‘Easy Access’ coaches, we will continue to offer our services using our 5 star, seatbelt equipped, luxury coaches. |
| Q.3 |
How much notice is required before I travel? |
| A |
No notice is required, however advanced notice is appreciated, to ensure you are not inconvenienced if, for operational reasons, an ‘Easy Access’ coach is not available for your service. |
| Q.4 |
Do I need to advise if I have hidden disabilities? |
| A |
Some passengers disabilities are not visible. The Transport Standards assume that passengers of this kind will identify their disabilities to the operator or provider so that their needs can be accommodated. In particular, such passengers need to identify their needs when making bookings by phone, or not in person. (Section 1.23 (1) Disability Standards for Assessible Public Transport Guidelines 2004).
If you advise of any special requirements to assist your travel, we will ensure the relevant Terminal and Operational staff are made aware to ensure we can assist you during your travel. |
| Q.5 |
How many wheelchair passengers can be conveyed on one coach? |
| A |
Our ‘Easy Access’ Coaches are configured to allow one wheelchair passenger to travel on the coach at any time. This is in compliance with the requirements of the Disability Standard for Accessible Public Transport, as published on the 1st April 2007. |
| Q.6 |
How much does the ticket cost? |
| A |
Standard Fares and Concessions apply to ‘Easy Access’ tickets. |
| Q.7 |
Can I bring a chaperone and how much will that cost? |
| A |
Yes, a Chaperone can accompany you. Please check our standard terms & conditions relating to Chaperones. The fare is 50% off the full Adult fare for a Chaperone. |
| Q.8 |
Can I bring my Guide Dog or Companion animal on the coach? |
| A |
Yes, you can bring your Guide Dog or Companion animal. Please check our Terms & Conditions for specific details. |
| Q.9 |
Can I stay in my wheelchair during the journey? |
| A |
No, due to safety requirements, you must move into the coach seat. Your Wheelchair will be secured in the luggage hold. |
| Q.10 |
How do I get into and out of the coach? |
| A |
You can use the stairs or ride the lift, if fitted to the coach running your service. For the lift, a trained Greyhound staff member will extend the lift and, while you remain seated in your chair, you will move onto the lift, facing outwards from the coach. The Greyhound staff member will secure your chair onto the lift platform and raise the lift to the seating compartment. It is a safety requirement that you relocate yourself to the coach seat (unassisted or with the assistance of your chaperone). |
| Q.11 |
Can I disembark from the coach during the journey? |
| A |
Yes, at scheduled Meal Stops or at the end of your journey the Lifter is available as required, and as explained in the previous answer. |
| Q.12 |
Will the facilities at the stops be suitable for my use? |
| A |
Greyhound have audited each Stop we use on our ‘Easy Access’ services to be aware of the situation and setup of the Stop for all our passengers, however we are not responsible for whether the stop complies with any standards. |
| Q.13 |
What happens to my wheelchair? |
| A |
Your wheelchair will be stowed in the luggage compartment by a Greyhound staff member. |
| Q.14 |
What is the weight capacity of the Lift? |
| A |
The maximum weight that the wheelchair lift can raise or lower is 300 kg, as per the manufacturer’s specifications. 300 kg is the maximum combined weight of the wheelchair plus occupant, attached equipment/apparatus and all handheld luggage. |
| Q.15 |
What restrictions apply to the type of wheelchair that I can load onto a coach? |
| A |
- the wheelchair dimensions must not exceed 1000mm (length) x 800mm (width) x 1000mm (height) so that the wheelchair can be safely and securely transported.
- The maximum weight that a single Driver can safely handle (that is lift, push, pull or otherwise move) is 20 Kg. Wheelchairs must be able to be pushed or driven (if motorised) up the ramp into the Luggage compartment without the Driver exceeding the 20Kg weight limit.
- The driver cannot disassemble or reassemble your wheelchair. Your wheelchair will be loaded in an upright position underneath the coach within the luggage compartments.
- The batteries of electric wheelchairs must be securely fixed to the wheelchair and be in excellent condition without any leaks. Spare batteries cannot be carried.
|
| Q.16 |
What if my wheelchair is outside these dimensions? |
| A |
If the Greyhound staff member cannot safely load you and your wheelchair onto the Coach, we apologise but we will not be able to convey you on this Service. Please ask to have your ticket open dated and we will be very happy to convey you on a future service when your wheelchair is within the dimension restrictions. |
| Q.17 |
What if I cannot move myself from my wheelchair onto the coach seat? |
| A |
It is a safety requirement to travel with us that you must be seated in the coach seat. Greyhound does not have the anchor devices to safely secure your wheelchair and prevent it from moving during the journey, so you must be able to relocate to the fixed coach seat. If you can not do this, we apologise but we do not consider it safe for you to be conveyed on this Service. |
| Q.18 |
Can my Chaperone or the Driver ride with me on the lift? |
| A |
No. The lift has no safety features to cater for a 2nd standing person riding on the lift, nor is there sufficient space on the weight bearing platform. |
| Q.19 |
Who gets my wheelchair when I need to disembark? |
| A |
The Greyhound staff member will retrieve your wheelchair from the luggage hold, and bring it up to you on the lift. |
| Q.20 |
What if the surface where I disembark is not safe to load/unload? |
| A |
The Driver will attempt to find a safe location to load/unload you. |
| Q.21 |
What if I need to go to the toilet en-route? |
| A |
Toilet facilities are available on the coach, however the Driver is not able to assist you in this regard. |
| Q.22 |
What if it is raining, will you stop me getting wet when I board via the lift? |
| A |
Every endeavor will be made to protect you from the weather conditions, however there are no guarantees that we can do this. |
| Q.23 |
What time do I need to arrive before the service departs? |
| A |
Arriving 20 minutes prior to the scheduled departure time is the minimum time according to our terms & conditions. Choosing to arrive earlier, for example 30 minutes before departure, would allow time for you to load and get settled before the other passengers board. |
| Q.24 |
Is the person who loads me using the Lift qualified to use the Lift? |
| A |
We are actively training our Drivers in the use of the ‘Easy Access’ coach Lifts. A SOP (standard operating procedure) is included with each lift, as are easy to follow instructions within easy sight of the lift apparatus. Terminal and Freight staff are also being trained. |
| Q.25 |
Who gets me off the coach if it breaks down or is involved in an incident? |
| A |
In the event of such an incident en-route, the Driver or others on the service will assist. The lift can also be operated manually, should the need arise. |
| Q.26 |
What happens if an ‘Easy Access’ coach does not arrive for the service I have booked on? |
| A |
Unfortunately if you require the lift to access the coach, we would have to transfer your booking to the next service by an ‘Easy Access’ coach. |
| Q.27 |
Who do I contact if I am not satisfied with your service? |
| A |
Your constructive feedback would be appreciated and we will do whatever is practical to resolve your feedback. You can email easyaccess@greyhound.com.au , or phone our Call Centre on 1300 Greyhound. |