Coronavirus (COVID-19) – FAQ’s

Coach hire COVID-19 FAQ’s

Commuter COVID-19 FAQ’s

Is it compulsory to wear a face covering on board the coach?

Yes. The government has also issued guidance that customers cannot travel if they do not have a face covering.

Will the driver be issued with PPE?
  • All drivers will be issued with masks, gloves, visors, antiviral wipes and hand sanitiser.
  • It is mandatory to wear the masks, gloves and visor whilst checking tickets, loading luggage or temperature checking.
  • It is not mandatory for the driver to wear the gloves, mask or visor whilst driving.
  • At each stop that the vehicle stops at, to allow passengers to board or alight, the driver must put his/her visor on if they are not behind a protective screen.

Will there be enhanced cleaning taking place on the coaches?

Yes, a rigorous process will take place overnight on each coach using specialised chemicals to aid full sanitation.
During the day, the driver will be expected to keep the coach clean using the PPE and products provided and ensure procedures are followed at all times.

Will the WC be available for use on board the coach?

Yes, Toilets will be available for use onboard the vehicle.

Will I need to have my temperature checked before boarding the coach?

Yes, customers boarding a vehicle that has been booked through us will be temperature checked on the outward leg of the journey.

Are there any exceptions to temperature checking?

Infants between 0 – 3 years old are not to be temperature checked as this age range is susceptible to a high temperature due to periods of teething and attempting to temperature check an infant could also become a stressful experience for both child and parent.

The driver will seek permission from the parent/guardian for children 4 – 13 years of age before attempting to temperature to check
Customers wearing burkas, turbans or other cultural or religious head coverings are not to be tested on their forehead, but instead 3cm above their wrists.

Customers with a disability or medical condition will be requested to contact their Transport consultant before they travel to notify us of a reason that they will be unable to be temperature checked.

This will be detailed on your drivers work ticket.

If my temperature is high will I be allowed to travel on board the coach still?

If your temperature is above 38 degrees, due to the safety measures in place to reduce the risk of Covid-19 infection you will not be able to travel on board.

Is it compulsory to have my temperature checked before boarding?

Temperature checking now forms part of our Covid – 19 special terms & conditions of travel to reduce the risk of spreading the virus. If you do not wish to have your temperature taken you won’t be able to board the coach. You would be responsible for making your own way home and you would not be entitled to a refund.

I have an outstanding quote/booking that doesn’t comply with current social distancing guidelines, what should I do?

Contact the Sales Team on sales@thekingsferry.co.uk to discuss options relating to your journey as the social distancing guidelines are subject to change.
Your quote/booking may require re-quoting to ensure we are complying with the current guidelines.

If I make a booking based on current social distancing guidelines, but they are altered by the time I travel will my quote be affected by this?

If you make a booking with us based on current social distancing guidelines and at the point of travel these guidelines change then yes, your booking value may alter. If restrictions are lifted it could mean you would require less vehicles than initially quoted meaning your booking would be credited or if restrictions are increased, it may mean you require additional vehicles which will increase the overall price of your booking.

How will social distancing take place on board the coach?

The vehicle capacity will be reduced to up to 50%/0.8 meters with the following conditions in place:

  • The wearing of face coverings is mandatory for all passengers and strongly recommended for all drivers.
  • Plastic visors will be issued to all drivers and it is mandatory that these are worn during any interaction with customers – boarding and alighting/loading luggage.
  • Seats not available will be clearly marked out of use and signage will be displayed throughout each vehicle.
  • Fogging will take place daily
  • An air filtration unit will be fitted to all vehicles
  • Driver screens will be fitted to all vehicles
  • Hand sanitiser will be available onboard our vehicles

 

What is classed as a face covering?

A face covering should cover the mouth and nose while allowing the wearer to breathe comfortably and can be as simple as a scarf or bandana that ties behind the head to give a snug fit. It should remain in place of its own accord.

I am awaiting a refund, when can I expect to receive it?

Due to the current circumstances, refunds are taking longer than possible. Please bear with us and will process your refund as soon as possible.

If I make a booking and I am unable to travel due to COVID-19 what happens?

As per our Terms and Conditions there is a non-refundable transport planning fee which equates to 20% of the booking value. As we appreciate the difficult situation lots of our customers are in right now we’ve lapsed a lot of our usual policies to be as flexible as we can. Due to the current circumstances, we appreciate that lots of travel is being re-arranged, hopefully when things get back to normal as soon as possible!
This means we will credit the 20% Transport Planning Fee against your account instead, so that if you rearrange for next year or travel on another date, you can just use that amount towards the booking! We’re also removing any amendment fees for movements of bookings as well. If you would like to just completely cancel the booking, please contact us so that we can remove it from our system and amend the invoice to only reflect the Transport Planning Service.

Do children need to wear a face covering on board?

Children under 3 years of age will not be required to do so. Children aged 4 – 14yrs will be asked to wear a face covering.

However, some leeway will be required for infant and primary school-age children who may find this distressing or difficult and may therefore naturally fall into an exception of not wearing a face covering.

Are there any exceptions for wearing a face covering?

Yes, exceptions will apply to any customers who have a disability or medical condition that prevents them from wearing a face covering. We will ask the person who makes the booking to let us know prior to travelling if there will be any passengers travelling without a face covering. The driver will then be informed of any customers boarding without a face covering due to their medical condition or disability.
Children under the age of 11 will also not be required to wear a face covering.

Am I able to remove my face covering to eat and drink during the journey?

Yes, your face covering can temporarily be removed whilst you eat or drink, but must be placed back on afterwards

If I don’t have a face covering, will I be refused to travel on board the coach?

Yes, it is compulsory to wear a face-covering on board unless you are under the age of 11 or you have a medical condition or disability that prevents you from wearing one.

If I get refused entry onto the coach for not having a face covering, will I be entitled to a refund?

No, you would not be entitled to a refund in these circumstances. The Government advice in England has been made clear on wearing a face covering on public transport and this was also made clear throughout the booking process.
Terms & conditions relating to this point:
You may be refused entry on-board the vehicle 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 these rules. Please note you shall not be entitled to a refund if you do not have and/or fail to wear the face-covering as directed.

Can I still use my mobile phone whilst on board the coach?

Yes you can still use your mobile on board but please use messaging apps rather than voice or video calling to avoid removing your face covering.

Will hand sanitiser be available onboard the coach?

Yes there will be hand sanitiser onboard every coach.

Commuter COVID-19 FAQ’s

How do I freeze my commuter ticket?

All commuter tickets have been frozen. The validity of tickets will be extended to reflect the duration for which tickets have been unused.

I am awaiting a response from my email, what is the best way to contact you?

We apologise for any delay in our responses. Due to the COVID-19 outbreak, we have had limited staff available to answer customer queries. We hope that these FAQ’s have answered your questions. Should you wish to talk to a member of our teams, please use the live chat function.

How do I reinstate my commuter ticket?

Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system as well as within these FAQ’s so that passenger requests for ticket reinstatements can be submitted.

How long does ticket freezing last for?

As standard, ticket freezing will last for the duration in which our services are suspended, starting from Monday 6th April. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again so that we can extend your ticket accurately.

I have recently retired, am I able to get my ticket refunded?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

I have been charged for a commuter ticket even though the services is not running, how do I get a refund?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What areas does your commuter service normally cover?

Our standard London Commuter Services cover areas of Medway, Maidstone, Swale, New Ash Green, Meopham and Vigo. Prior to the suspension of our service, routes were reduced to cover Swale and Medway only.

What is the refund policy for NHS staff & keyworkers who have purchased tickets that have not been used due to COVID-19 service suspension?
All commuter tickets, including those held by NHS staff and keyworkers, have been frozen as standard since our services were suspended so you have not lost out on the remaining travel period on your ticket. Services are scheduled to resume very soon and we expect to be in a position to confirm a launch date prior to the end of June 2020. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.
What is the refund policy on purchased tickets that have not been used due to COVID-19 service suspensions?
For tickets that have not been used during the COVID-19 outbreak and service suspension period, an extension reflecting the duration in which services have been suspended will be added onto all tickets. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.
Will my ticket remain frozen until I return to work?
As standard, your ticket will be frozen from Monday 6th April 2020 up until our services resume. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again.
Will the validity of my current ticket be extended when services resume?
Yes, all tickets will have an extension of its validity period to reflect the duration for which our services were suspended.
My shift pattern will change when I return to work therefore will not need to travel as often, how will this effect my existing season ticket and will I be able to claim money back?
We are able to convert your current ticket bundles of singles or return journeys for you to allow extra flexibility in your travel. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again. We will also ask you to confirm whether you need to transfer your existing ticket to another ticket type to allow greater flexibility.
Will the timetable be the same as the previous contingency timetable?
We hope to be able to provide a more comprehensive timetable than the reduced contingency timetable operated just prior to the lockdown. Our the team is busily mapping out what services will look like post-Covid-19 including the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables. This is to ensure that services are sustainable for the long-term.
Can I claim back money on tickets/credits that have not been used due to COVID-19 service suspensions?
All commuter tickets will receive an extension of its validity to reflect the duration for which the service has been suspended. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.
Can I extend the validity of my existing ticket?
All commuter tickets have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.
Can I freeze a single ticket?
Yes, all ticket types have been frozen as standard and will receive and extension on its validty to reflect the duration for which that service has been suspended.
Can I freeze tickets that I have purchased but not yet activated?
Yes. All commuter tickets including those with unactivated credits have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.
Can I use my existing ticket when the service restarts?
Yes you can. All tickets have been frozen and will gain an extension on their validity period when the our services resume.
How do I cancel my ticket?
Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

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