Number of Occurrences

Remedial Action

Customer repeatedly fails to turn up for booking (i.e. without cancelling a trip they no longer require).

More than once a week.

We will contact the customer to offer support on how to cancel journeys that are no longer required. We may also advise the customer that further action may be taken (in the form of a suspension from travel) if they repeatedly fail to cancel a booking they no longer need.

More than five times in four weeks, after the customer has been contacted about the issue previously.

If a customer continues this pattern of behaviour, we will impose a seven-day suspension from travel.

Customer continues this pattern of behaviour after being given a travel suspension.

If a customer continues this pattern of behaviour after an initial suspension, we will impose a 30-day suspension from travel.

Customer repeatedly booking a journey and cancelling it at short notice (i.e. less than five minutes before booked pick up time).

More than once a week.

We will contact the customer to inform/remind them that bookings that are no longer required must be cancelled at least five minutes before the agreed pick-up time. We may also advise the customer that further action may be taken (in the form of a suspension from travel) if they repeatedly fail to cancel a booking they no longer need within the cancellation time.

More than five times in four weeks, after the customer has been contacted about the issue previously.

If a customer continues this pattern of behaviour, we will impose a seven-day suspension from travel.

Customer continues this pattern of behaviour after being given a travel suspension.

If a customer continues this pattern of behaviour after an initial suspension, we will impose a 30-day suspension from travel.

Customer violence, abuse or aggression toward our driver(s).Nottsbus On Demand has a zero-tolerance policy on abuse, threats, aggression or violence towards its drivers.

Nottsbus On Demand has a zero-tolerance policy on abuse, threats, aggression or violence towards its drivers.

An immediate suspension of travel will be imposed on the customer while an investigation takes place. In the case of any violence  towards our drivers a permanent ban may be implemented against the customer once an incident number is received from the police.