Intalink Bus Passenger Charter

As part of the Department for Transport’s guidelines for any authority publishing a Bus Service Improvement Plan’s (BSIP) the implementation of a Bus Passenger Charter is required. The intention of the Charter is to communicate what passengers can hope to expect from bus operators delivering local bus services in their area.

The Intalink Bus Passenger Charter (IBPC) sets out the commitment made between Hertfordshire County Council / bus operators and the passengers they serve to try and ensure certain standards are met for each journey. It translates the key elements of the BSIP into standards that the passenger should expect to see when taking a bus journey.

Intalink Bus Passenger Charter

We will make improvements to bus services & planning through:

Better real-time bus departure information and at more locations
More frequent buses
Punctual and reliable buses
Improving the connection to other modes of transportation using a bus
Decarbonisation of bus fleets
Number of available bus routes

We will make improvements to fares and ticketing through:

Extending our range of multi-operator tickets
Introduce smart ticketing options on mobile and card
Easy to understand fares which will be published
Fares prices available before boarding

We will improve passenger engagement through:

An improved Intalink website and app
Easy feedback procedures
The promotion of Intalink
Strengthening the Intalink Brand

We will improve passenger satisfaction through:

Clean, comfortable, and reliable buses
Buses that are accessible to all
Annual survey on passenger transport topics
Providing clear and simple feedback channels. If you want to tell us something, please contact us below:
- Web: www.hertfordshire.gov.uk/busfeedback or click Bus feedback
- Write to: Freepost INTALINK

Passenger promise

And in return we ask: