PRM Regulations

Rights of passengers with restricted mobility

Who is considered a passenger with restricted mobility?

  • People in wheel-chairs
  • People with children, including those with children in push-chairs or prams
  • Pregnant women
  • Elderly people
  • People with physical, intellectual or sensory disability.
  • Blind people

Equipment in buses:

  • Reserved seats: at least four seats next to the entrance door are reserved for persons with restricted mobility (not wheel-chair users).
  • Automatic ramp or elevator and kneeling feature to facilitate access to buses of persons with restricted mobility.

What does a person in a wheel-chair do when wishing to use the services of ALU?

Protocol for ordering a bus adapted to wheel-chair users.

In order to adapt the bus to your needs, the disabled person needing to travel in a wheelchair on an inter-city bus from bus stations or on any trajectory with stops on-route must notify our company at least 24 hours beforehand either by phoning Customer Service 94 427 11 11 or 945 26 46 26 (Monday to Friday working days from 6.15 to 22.00 hours; Saturdays 9.30 to 13.00 hours and 15.00 to 21.00 hours and Sundays or bank holidays from 10.00 to 12.30 and 15.30 to 21.30 hours) or at any of our ticket offices.

If the passenger requires a wheel-chair to get on the bus, he/she must request the service at the ticket office in Bilbao or Vitoria-Gasteiz.

Rights of passengers with restricted mobility

  • To get on or off the bus via whichever door they consider the most comfortable.
  • Where there is a ramp or platform – to be activated when the disabled person travels in a wheel-chair.
  • To use the seats identified as preferential for persons with restricted mobility.
  • Persons using wheel-chairs must use the PRM ramp when getting on the bus, with the assistance of the driver and following his/her instructions.

Obligations of the company and driving staff.

  • To pull up near the pavement, provided this is possible, so as to facilitate getting on or off the bus.
  • To activate the systems existing to decrease the floor height (vehicles fitted with kneeling system).
  • To facilitate payment.
  • The bus driver must start and stop without brusque movements, looking out for the safety of passengers not only when in transit but also when boarding and alighting.

To get prams and pushchairs onto the bus the door nearest the space designated for their storage during transit will be accessed.