Duty of Care Statement for Ground Transportation Services and Drivers
1. Introduction
This Duty of Care statement outlines the responsibilities and obligations of ground transportation services and their drivers to ensure the safety, well-being, and satisfaction of passengers and other road users. By adhering to these principles, we commit to providing a safe, reliable, and professional transportation experience.
2. Legal Compliance and Licensing
2.1. All ground transportation services and drivers shall comply with all applicable local, state, and federal laws and regulations governing transportation services, including City of Houston ARA regulations and USDOT requirements where applicable.
2.2. Drivers must maintain valid and appropriate licenses, permits, and certifications required for operating their specific vehicles.
2.3. Proper licensing permits from the City of Houston and Houston Airport System must be obtained and maintained.
2.4. Vehicles must be properly registered, insured, and maintained in accordance with legal requirements, including:
– Commercial insurance with liability coverage, as required by City of Houston ARA regulations.
– Motor vehicle inspections, as required by City of Houston ARA regulations.
3. Driver Qualifications and Training
3.1. Criminal Background and Security Checks:
– All drivers must undergo a criminal background and security check conducted by a certified agency or equivalent.
3.2. Drug Testing:
– Pre-hire drug testing for all drivers.
– Participation in a random drug testing program, as required by USDOT.
3.3. Medical Examinations:
– Drivers must undergo and pass a certified medical examination, as required by City of Houston ARA regulations.
3.4. Driver Training Program:
– Comprehensive training covering driver duties, customer service, safety procedures, and defensive driving skills.
– Regular evaluations and refresher courses to maintain and improve driver skills.
3.5. Supervision and Accountability:
– Proper supervision of drivers, including retraining and disciplinary measures when appropriate.
4. Safety Measures
4.1. Vehicle Maintenance:
– Regular inspections and maintenance of all vehicles to ensure they are in safe operating condition.
– Prompt addressing of any mechanical issues or safety concerns.
4.2. Passenger Safety:
– Ensuring all safety equipment, including seatbelts, are in proper working order and used correctly.
– Providing clear safety instructions to passengers when necessary.
4.3. Road Safety:
– Adhering to all traffic laws and regulations, including speed limits and traffic signals.
– Practicing defensive driving techniques to anticipate and avoid potential hazards.
5. Professional Conduct and Customer Service
5.1. Drivers shall maintain a professional demeanor at all times, treating all passengers with respect and courtesy.
5.2. Discrimination of any kind based on race, color, religion, gender, sexual orientation, nationality, disability, or any other protected characteristic is strictly prohibited.
5.3. Drivers shall respect passengers’ privacy and maintain confidentiality regarding their personal information and travel details.
5.4. Punctual and efficient service, adhering to scheduled pick-up and drop-off times to the best of their ability.
5.5. Clear communication with passengers regarding any delays, route changes, or other relevant information affecting their journey.
5.6. Assistance with luggage and special needs passengers, when appropriate and safe to do so.
6. Emergency Preparedness
6.1. Drivers shall be trained in basic emergency procedures and first aid.
6.2. Vehicles shall be equipped with necessary safety and emergency equipment, including first aid kits and fire extinguishers.
6.3. Established protocols for quickly contacting emergency services when needed.
7. Environmental Responsibility
7.1. Commitment to reducing environmental impact through proper vehicle maintenance and eco-friendly driving practices.
7.2. Compliance with all applicable environmental regulations and standards.
8. Data Protection and Privacy
8.1. Protection of passenger data and personal information in compliance with relevant data protection laws.
8.2. Secure handling and storage of any collected passenger information.
9. Continuous Improvement
9.1. Regular review and updating of safety procedures and service standards.
9.2. Encouraging feedback from passengers and addressing concerns promptly and effectively.
9.3. Staying informed about industry best practices and technological advancements to enhance safety and service quality.
10. Accountability
10.1. Clear reporting mechanisms for safety concerns, complaints, or violations of this Duty of Care.
10.2. Prompt and thorough investigation of all reported incidents or concerns.
10.3. Appropriate disciplinary actions for violations of this Duty of Care, up to and including termination of employment or service contracts.
By adhering to this Duty of Care statement, ground transportation services and their drivers commit to upholding the highest standards of safety, professionalism, and customer service in the transportation industry.
Passenger’s Bill of Rights for Ground Transportation Services
1. Safety and Security
1.1. You have the right to a safe and secure transportation experience.
1.2. All vehicles must meet safety standards set by local, state, and federal regulations, including regular inspections to ensure they are certified safe and mechanically sound.
1.3. You have the right to access fully functioning seat belts.
1.4. Drivers must be properly licensed, insured, and trained in safe driving practices, with proof of commercial vehicle insurance.
1.5. You have the right to a safe and courteous driver who obeys all traffic laws.
1.6. All drivers must be fully-vetted, having undergone official criminal background checks and pre-hire drug testing.
1.7. You have the right to refuse travel if you feel the vehicle or driver is unsafe.
2. Licensing and Certification
2.1. The transportation service must provide proof of proper commercial-for-hire licensing and certifications as governed by local, state, and federal regulations.
3. Non-Discrimination
3.1. You have the right to be treated fairly and equally, regardless of race, color, national origin, religion, sex, gender identity, age, disability, or sexual orientation.
3.2. Service animals must be accommodated in accordance with applicable laws.
4. Comfort and Amenities
4.1. You have the right to a clean and well-maintained vehicle.
4.2. You have the right to request air conditioning or heat.
4.3. The vehicle should provide adequate ventilation.
5. Professional Service
5.1. You have the right to be treated with courtesy and respect by your driver and any service staff.
5.2. Drivers should be professionally dressed and maintain a professional demeanor.
5.3. You have the right to a quiet environment, free from unnecessary conversation or loud music, unless you indicate otherwise.
6. Timely Service
6.1. You have the right to expect your vehicle to arrive at the scheduled time.
6.2. If delays are unavoidable, you have the right to be informed promptly and provided with an updated estimated arrival time.
6.3. Your journey should follow the most efficient route unless you request otherwise.
7. Transparency in Pricing
7.1. You have the right to a quoted fare for your trip before your journey begins.
7.2. The final charge should match the agreed-upon amount, except in cases of changes in trip itinerary or duration.
7.3. Any additional charges or fees must be clearly explained and agreed upon in advance.
7.4. You have the right to receive a detailed receipt for your journey upon request.
8. Luggage and Personal Items
8.1. You have the right to transport a reasonable amount of luggage at no additional charge, as defined by the service provider’s policies.
8.2. The driver should assist with loading and unloading luggage when it’s safe and appropriate to do so.
8.3. You are entitled to compensation for loss or damage to your luggage or personal items if caused by the negligence of the service provider or driver.
9. Accessibility
9.1. You have the right to accessible transportation if you have a disability, in accordance with applicable laws.
9.2. Service providers must make reasonable accommodations for passengers with disabilities.
9.3. You have the right to travel with necessary mobility devices or medical equipment.
10. Privacy and Data Protection
10.1. You have the right to privacy during your journey.
10.2. Any personal information collected must be handled in accordance with applicable data protection laws.
10.3. You have the right to know how your personal information will be used and shared.
11. Complaints and Feedback
11.1. You have the right to submit complaints or feedback about your transportation experience.
11.2. You should have ready access to the transportation service provider via email, telephone, or in-person to voice any concerns or complaints that arise before, during, and after the ride.
11.3. Service providers must have a clear and accessible process for handling complaints.
11.4. You should receive a timely response to any complaints or inquiries.
12. Cancellations and Refunds
12.1. You have the right to know the cancellation policy before booking your trip.
12.2. If the service provider cancels your trip, you are entitled to a full refund or reasonable alternative transportation.
12.3. Refunds for cancelled services should be processed promptly.
13. Emergency Situations
13.1. In case of a vehicle breakdown or accident, you have the right to prompt assistance and alternative transportation arrangements.
13.2. Drivers must be trained in basic emergency procedures and have means to contact emergency services if needed.
This Passenger’s Bill of Rights is designed to ensure a safe, comfortable, and fair experience for all users of ground transportation services. Service providers commit to upholding these rights and addressing any violations promptly and effectively.