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1) Introduction
Gibraltar Express values your custom and will endeavour to ensure you travel safely and in comfort on a clean, reliable bus service.
These conditions of carrige apply to anyone who travels with us.
Our Conditions are consistent with the relevant statutory regulations, including those relating to the conduct of passengers and lost property and do not affect your statutory rights.
Conditions may vary on certain services operated on behalf of other organisations. Any variations will be publicised locally.
2) General Conditions
We aim to provide a safe, reliable and punctual service but there are occasions when we are simply unable to run as advertised due to factors outside of our control such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.
Wherever possible, we will take reasonable steps to advise you of any disruption to services but, in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result.
We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.
We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence nor are your statutory rights as a consumer affected.
3) Conduct of Passengers
We reserve the right to refuse you entry, or require you to leave our buses or premises at any time, should we have reason to believe that your behaviour jeopardises the safety, security and comfort of others.
When travelling with us you must in particular:
Refrain from smoking either conventional or electronic cigarettes.
Behave in a manner that is not abusive or threatening and does not cause offence to other customers or staff.
Refrain from eating and drinking items which make the environment unpleasant for other customers or otherwise cause offence.
Refrain from consuming alcohol
Refrain from playing loud music or operating a personal device at a volume which may be heard by other passengers.
Refrain from leaving rubbish or discarded items on the bus.
Not be wearing soiled working clothes or carrying any soiled items which might stain the seats etc
Follow the instructions of our staff and act in a manner which shows due regard for the safety and comfort of other customers and company employees, including not standing adjacent to emergency exits, the vehicle entrance, next to the driver or sitting in gangways, on staircases or standing upstairs on a double deck vehicle.
If the vehicle you are travelling on is fitted with seatbelts, you are legally required to wear it.
Notify a member of staff immediately if you sustain an injury whilst boarding, travelling on or getting off a bus.
Follow the directions of staff concerning the maximum number of standing passengers that a bus is permitted to carry.
All of our vehicles contain clear signage setting out their standing capacity.
Except in an emergency, not talk to the driver whilst the bus is moving, obstruct the driver’s vision or otherwise distract him.
Have due regard at all times for the needs of our elderly, young and disabled customers and, in particular, vacate seats and spaces designed for the elderly and disabled when requested
Not distribute leaflets, papers or other articles or offer anything for sale or collect for charity without our prior written consent
Not interfere with equipment fitted on the vehicle
Not deliberately damage or deface any part of the vehicle
Intending customers who, in the opinion of the driver or other company officer, appear likely to behave in an antisocial manner may not be allowed to travel.
If you are in breach of these and other statutory regulations you will be obliged to give your name and address to a company officer or may be restrained or removed from the bus or our premises by a company officer, a police officer or a community support officer and refused further travel without refund. We also reserve the right to take any other measures we consider necessary to protect the safety and comfort of our customers and staff including temporarily or permanently banning you from travelling with us following an incident of misconduct.
Buses and premises may be fitted with audio CCTV to provide added security for our customers and staff. Appropriate signage will be in place where audio CCTV is in use and the video and sound recordings used solely for the monitoring of safety, security, service quality and in support of relevant criminal and civil legal proceedings and complaint investigation. Images of you may be provided to the police, DVSA, the Traffic Commissioner or any other enforcement agency at their reasonable request.
Whilst we will do everything we reasonably can to control conduct of other customers, we cannot be held responsible for their conduct.
4) Getting on and off the bus
To avoid border complications we will require sight of appropiate Identification prior to entry onto the bus, a Valid Passpost or Valid ID card.
You must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which is not a designated bus stop such as traffic lights and road works etc.
You must not use the emergency exits on any vehicle except in a genuine emergency.
In certain areas there are no designated bus stops and, in those areas, buses will stop on request where it is safe to do so. You should always pick a point away from parked cars, road junctions, etc and give a clear signal in good time to the driver of the approaching vehicle.
When you come to alight, you should ring the bell once in good time to alert the driver.
5) Carriage of Wheelchairs, Small Prams and Buggies
We are constantly investing in updating our fleet to improve access and space for the disabled in wheelchairs, disabled buggies and certain approved mobility scooters and for passengers travelling with young children in small prams and buggies.
Wheelchairs, disabled buggies, approved mobility scooters, small prams and unfolded buggies may only be carried on suitable low floor vehicles. Wherever possible, the use of low floor vehicles will be shown on all timetable publicity and, whilst we will endeavour to operate a low floor vehicle on all advertised journeys, we reserve the right to substitute a non low floor vehicle when no low floor vehicle is available.
Subject to space being available and the discretion of the driver, we will carry small prams and unfolded buggies on low floor buses within the designated area but only when it is not required by a passenger in a wheelchair or approved mobility scooter (passengers in wheelchairs have absolute priority by law). Prams and buggies must not block the aisle of the vehicle at any time.
You are, however, required by law to ensure that the designated wheelchair space is made available if a customer wishes to board with a wheelchair (or, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter).
You are required to co-operate in allowing proper use of the designated wheelchair space by vacating this space if it is required by a customer in a wheelchair (or, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter) including repositioning small prams, folding any buggies and storing them in the luggage space. Failure to comply with this requirement will comprise a breach of Section 3 above and may lead to further action as set out in that Section.
6) Carriage of Bicycles
Non folding bicycles are only carried on a very limited number of buses specifically modified for the purpose. Generally, bicycles may be carried at the owner’s risk on coaches, as opposed to buses, where luggage boots are available.
Safety notices governing their carriage are clearly posted on the relevant vehicles with further information available from the local operating company.
Folding bicycles, safely and securely stowed in the designated luggage area in a suitable bag or box, may be carried on all vehicles.
Non motorised scooters may not be carried on the upper deck of double deck vehicles but should be stored securely in the lower deck luggage area.
7) Luggage
In the interests of the safety and comfort of all of our customers, we restrict the size, type and quantity of luggage or other belongings which you can bring onto our buses and reserve the right to refuse permission for you to bring any item onto our buses.
On services operated by buses, as opposed to coaches, we reserve the right, at the discretion of the driver, to refuse any large, unsuitable or awkward packages or an excessive amount of personal hand luggage.
You remain responsible for any items you bring. You may not be allowed to travel if, for example, the available space for carriage of luggage is already full or, if, in the opinion of the driver, your luggage or belongings will block gangways and access to emergency exits on the bus.
We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.
Our liability for luggage is limited to £100 per passenger and you are advised to ensure that you have proper insurance if your luggage is worth more than this.
We reserve the right to request that you open any article of luggage for inspection by the driver or other company officer in your presence if, for reasons of security, it is considered necessary to do so.
Fragile items such as electronic goods, portable televisions, computers, radios etc will only be carried if they are of reasonable size and securely packed. We will not be responsible for damage to such items however caused.
Paint may only be carried in original and properly sealed containers of 5 litres or less.
Certain items cannot be carried under any circumstances in the interests of safety. These include accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol.
8) Animals
One accompanied, well behaved dog or other small animal which will not be a danger or a nuisance for other customers or our staff is allowed to travel with you on our buses at the discretion of the driver who may reasonably decide where on the bus the animal is best carried.
Where appropriate, dogs must be muzzled or put on a lead in accordance with the Dangerous Dogs Act. Small animals must be caged, boxed or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the seats.
If you bring an animal onto a bus, you will be held responsible for any damage, loss or injury arising from its presence on the bus.
Guide dogs, hearing or assistance dogs accompanying registered disabled persons are carried free of charge at any time. Assistance dogs should wear their harness or identification jacket when travelling.
9) Lost Property
We will do all that we reasonably can to locate and return any property left on our premises or on one of our buses to its owner. If lost property is not claimed within a month, we will become the owner of the property and will dispose of it appropriately.
If you find lost property on a bus, you must hand it to the driver. Providing the item is not perishable or objectionable, we will keep it for a month. If you claim any item of lost property, you will be required to satisfy us that the item belongs to you, give us your name and address and you may be charged an administration fee.
If the lost property is perishable and is not claimed within 48 hours of being found, we will dispose of it as we think fit. If perishable property is, or becomes, objectionable or a health risk before the end of the 48 hour period, we reserve the right to destroy or dispose of it at any time.
If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.
To reclaim lost property, you should see the contact page of this website.
You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. Our arrangements comply with the relevant legislation.
10) Fares and Ticketing
Whenever you board a bus you must either
Show the driver a valid prepaid ticket, pass or other form of authority to travel or quote a valid booking reference which the driver will check to confirm validity for the journey you are making. 
Pay the fare for the journey you intend to take to the driver whether specifically requested to do so or not.
You should check any change and point out any discrepancies immediately as we cannot correct mistakes later.
You are liable to prosecution if you do not hold a valid ticket, pass or other relevant documentation.
11) Concessionary Travel Schemes
When travelling on Gibraltar Express vehicles, concessionary passengers must  additionally comply with all aspects of these Conditions.
12) Complaints
We welcome suggestions and complaints because they help us to improve our services and put things right when they have gone wrong. We want people to contact us rather than just stop using our services. We will handle complaints with tact and consideration and never take them personally. We know that customers want to be taken seriously more than anything else. When we have failed, we will offer a sincere, speedy apology and a genuine commitment to avoiding a repetition.
All of our staff are specifically briefed and trained on our Code of Practice and procedures.
All suggestions and complaints whether in writing, by email, in person or by telephone will be investigated and dealt with.
We will provide a response as quickly as possible and always within one week of receipt, even if this is initially to explain what investigation needs to take place and how long this will take.
When comments or complaints are about matters outside our control, we will forward them to the relevant organisation and explain that we have done this.
13) Data Protection
In any circumstances where we collect your personal data, in connection with a retail transaction, a customer survey or other purpose, we will only collect and process your data in accordance with the principles contained in the Data Protection Act 1998.
14) Amendments
These Conditions apply to Gibraltar Express operating companies from 01 September 2015 and replace all previous Terms and Conditions applying to all or any of Gibraltar express operating companies.
These Conditions may be amended at any time and any revision will be advertised on this webpage and revised leaflets made available through information outlets.
15) Legal Notice
Should any provision of these Conditions be invalid or unenforceable this shall not affect the validity and enforceability of the remaining provisions.
These Conditions constitute the entire agreement between Gibraltar express and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.
Thank you,
GibX M.D.