Obligations towards the Passenger
Obligations towards the Passenger
DECISION OF THE MINISTER OF TRANSPORT & COMMUNICATIONS
n. B 36934/2805
GreekOfficialGazette 682/B/10-7 -2002
“Issuance of the special Charter of obligations of all organizations offering transportation services towards all passengers of L. 2963/2001 (A 268)"
1. The provisions of paragraph 2 of article 15 of Law 2963/2001 (A268).
2. The Presidential Decree 229/94 (A 134) The General Regulation for the staff in Common Funds of Buses (KTEL).
3. Article 29A of L. 1558/85 (A137) "Government and Governmental institutions" as therein added article 27 of Law 2801/92 (A 154) and replaced with paragraph 2A of article 1 of Law No. 2462/97 (A38).
4. The fact that the provisions of this decision do not cause any further expenses on the national budget, we decide:
We issue the Charter of obligations of all organizations offering transportation services towards all passengers as following:
Article 1:
Obligations of all organizations offering transportation services
1. The organisations as well as their relevant bodies are obliged to:
a. serve the regular bus lines, subsidized to each one of them.
b. ensure the cleanliness, decent appearance, safe circulation of buses as well as their maintenance, in order to reduce the environmental impact of their use. The owners of the buses have this obligation as well.
c. collect the specified ticket fees and post in a clearly visible place the current invoice.
d. respect precisely the designated routes and fix emergency routes whenever it is necessary according to the passengers’ needs
e. maintain in good condition all the bus stations, all departure or arrival agencies and all bus stops, place signs at the staring and finishing points and generally take any useful and necessary measures for the passengers’ better service
f. inform passengers about the network and the itineraries of passenger lines, as well as for any other useful piece of information
g. make reservations. Booking is mandatory up to one hour before the scheduled time of the itinerary
h. ensure the safe transportation of passengers, their luggage and unaccompanied small parcels
i. ensure precise execution of the planned project, especially as regards the frequency, compliance with schedules, track time.
j. ensure the passengers’ satisfactory service during the transportation as well as during their stay in the waiting room
k. have a customer service office in all stations
l. have organized systems for receiving parcels and storage of lost items
m. prohibit the transportation of flammable and explosive materials
n. prohibit the transport of animals, except for the handicaps’ escort animals or small pets, transferred by the appropriate means specially suitable for this purpose
o. Place both at the stations and agencies as well as within the coaches ' complaints-suggestions Boxes ".
p. Prohibit transporting children aged up to six (6) years without an adult to accompany them. The escort is responsible for the children’s safe transport and they occupy along together with the child one passenger seat, which is behind another seat.
q. Allow children aged six (6) to fifteen (15) years old to use a double and backrest seat per three, as long as it is behind another passenger seat
r. In case of bad weather, be informed by the weather forecasts and whenever necessary (due to interruption of transportations by boats or other means) take the necessary measures (postpone routes, informing passengers at the time of departure, etc.) in order to avoid any discomfort of passengers that can be prevented.
s. Refund 70% of the price of the ticket to the passenger in case that he/she cancel the reservation of the seat in a long-distance line itinerary at least 8 hours before departure, or 50% if the passenger cancels the reservation within 8 hours before departure time.
t. modify, instead of cancel, the date or the name of passenger without any further expenses (in case the new passenger is entitled to reduced ticket fees, he / she is refunded with the rest of the amount of money). That is only under the condition the ticket is authorised by the competent employee of the company.
u. Place The Charter of obligations towards the passengers in clearly evident places at the stations and at the arrivals – departures agencies as well as in the buses and provide the passengers with it
Article2
Staff’sobligations
The staff of all organizations offering transportation services as well as the owners of buses that due to their work relation belong to one of the staff categories are obliged to:
Have a decent appearance and wear the special work uniform during work time, well maintained
a. Have a decent appearance and wear the special work uniform during work time, well maintained
b. Behave towards the passengers kindly, seriously and willingly and make sure that the passengers get full and immediate help
c. Give special attention and caution when people with any kind of problems are on the bus (elderly people, pregnant women and people with disabilities.)
d. Give all necessary and useful information which is under their competence, especially when referring to routes, bus arrivals or departures.
e. Not smoke during the journey
Receive and deliver all passengers’ luggage as well as all unaccompanied parcels taking extra care
The ticket controllers are obliged to show their official identity during their audit
f. The bus drivers must place their names on a special place and must change the screen of the bus.
Ensure thatpassengersdo not openthewindowswhentheairconditionisonor when the other passengers are opposed to do so.
Not allow to any passenger to proceed to any kind of action that can cause the bus any damage.
g. Not allow the passengers to smoke on the bus.
Recommend passengers to reserve their seat on people in need (pregnant women, elderly people, and disabled persons) on buses where there can also be standing people.
Article 3
Passengers’ rights and compensation
Any reports concerning the violation of these obligations as well as of the Chart of the staff’s obligations are submitted to the competent service of Transport and Communications Department of the Prefecture, the head offices of the transport organization, which send these reports to the competent authorities according to the provisions and the regulations of article 4 referring to the defined and justified penalties
Any transport organization is obliged to refund all passengers in the case of the following:
a. For any luggage loss with the minimum amount of 30€
b. For any unaccompanied parcels loss with the minimum amount of 15€
c. For not taking any passenger due to the organization mistake concerning the starting point or the defined bus stop with the amount of the triple value of the ticket fee.
Article 4
Violations – punishments /penalties
1. All administrative members of the organizations offering transport services and all bus drivers that violate the above provisions are submitted to administrative penalties according to article 17 of the L. 2963/2001.
2. All staff members of all organizations offering transport services are submitted to penalties defined by their regulations, as in any case, according to the importance of the violation as well as they are submitted to administrative fines according to paragraph 3 of articles 14 and 17of the L. 2963/2001.
Article 5
The validity of the decision starts from the moment the decision is published in the Greek Official Gazette.
The above mentioned decision is to be published in the Greek Official Gazette.
