Passenger Behaviour Policy

Code of Conduct

Shuttlers users/passengers have a right to safe, comfortable and affordable trips. Poor behaviour is however not acceptable. Our aim is to raise the standard of both user and driver behaviour on the Shuttles.

The Shuttlers Passenger Behaviour Policy provides guidelines for all users. It elucidates how users are expected to use our services, and promotes decorum and safety on the Shuttles.

User Behaviour Guidelines

  1. Please book all rides on the Shuttlers passenger app.
  2. Please arrive at the pickup location at least 3 minutes before the take-off time.
  3. Please cooperate with the Marshal, Bus Captain and or Driver at all times.
  4. Where you are running late, kindly contact the Marshal, Bus Captain, Driver or Customer Experience Representative to inform them.
  5. When in doubt about your trip, please contact a Customer Experience Team.
  6. Please take some time to rate your trip and driver as appropriate.
  7. Please report all unacceptable behaviour or grievances to the Marshal, Bus Captain or Customer Experience Team via the following channels

    Phone Number: 07000700080


Unacceptable Behavior

Our Drivers, Captains and Bus Marshals are responsible for ensuring passengers' safety, and that all trips are completed without hitches.

The following behaviour is deemed unacceptable as a Shuttlers user.

  1. Putting other users, or the safe operations of the Shuttle at risk.
  2. Verbal or physical abuse of other passengers.
  3. Verbal or physical abuse of the Driver, Bus Captain or any other representative of Shuttlers.
  4. Intoxication and disorderly conduct.
  5. Consumption or distribution of alcoholic beverages.
  6. Consumption or distribution of illegal substances.
  7. Carrying a concealed weapon.
  8. Getting on a Shuttle without adequately booking for the trip.
  9. Vandalising the Shuttle.
  10. Disturbing other users on the shuttle by making noise.
  11. Eating Food on the shuttle (Only snacks are allowed)

In the event of unacceptable behaviour, an immediate investigation will be carried out, upon which if found culpable, you will forfeit access to the Shuttle as you will be asked to disembark from the Shuttle and/or your Shuttlers account will be temporarily or permanently suspended.

Escalation Channels

Please contact our Customer Experience team for assistance through the official Shuttlers telephone number, via email, or chat directly with an agent on your Shuttlers app.

Phone Number: 07000700080