Complaint

Passengers are required to have a valid ticket at the start of the journey, throughout the journey, and when exiting the vehicle, i.e.:

• boarding the vehicle with a prepared, pre-purchased ticket and validating it immediately (right away) after boarding,
• or, if the passenger has sufficient electronic money balance on their PK or Pilsenská mini card or sufficient balance on their BK account, the passenger is required to check in immediately after boarding the vehicle at the check-in device,
• or, in the case of using an SMS ticket or purchasing a ticket via VPK, the passenger is obliged to board the vehicle with a received and valid SMS ticket on their mobile phone or a received and valid travel document within the VK.

Immediate check-in means that after boarding, the passenger immediately goes to the nearest check-in device without sitting down, searching for an unprepared ticket or PK/BK to purchase it, making phone calls or performing any other activity that is not related to the immediate (immediate) check-in of the passenger.

It is the passenger's responsibility to be present at the stop no later than before the start of passenger check-in by public transport, i.e., before the arrival of the given connection. Any non-standard behavior, such as running up when the driver has already finished checking passengers and is preparing to leave the stop, may lead to extraordinary situations and conflicts.

According to the Contractual Conditions of Carriage, beverages may only be transported in closed containers that will prevent spillage in the event of an emergency, thus preventing damage to other people's property, e.g. in the event of a fall. We are of the opinion that a beverage cup (even if closed with a lid) or can will not withstand this situation, and the person authorized by the carrier has the right to exclude you from transport. The consumption of beverages and food is strictly prohibited in our vehicles.

In general, standards require vehicles to stop as close as possible to the edge of the stop. However, this distance is not specified anywhere. Logic dictates that after stopping at a stop, the driver should be able to lower the ramp to the area for strollers and wheelchairs, and blind passengers should be able to board and alight without difficulty through the front door. In many places, however, the length of the stop marking, the parameters of the bay entrance ramp, or operating conditions do not allow the bus or trolleybus to pull up with its doors close to the boarding edge, and in these cases, assistance from fellow passengers or the driver is necessary. Furthermore, when a vehicle pulls up close to a stop, there is a risk of damage to the vehicle, as passenger comfort and the operation of low-floor vehicles conflict with the standard for the construction of public transport stops, especially with regard to the height of the boarding edge. According to the Contractual Conditions of Carriage, passengers are required to signal to the driver when boarding or alighting.

When multiple vehicles stop at a stop, the procedure is as follows. If two vehicles stop simultaneously at one stop in one direction, the stop is handled as usual and the driver of the second vehicle is not required to stop again at the stop sign. This is all assuming that the stop bay is long enough and the vehicles can fit there.

In the case of three or more vehicles stopping at the same time, the driver of the third vehicle (and any subsequent vehicles) is required to stop at the stop sign. Of course, it is possible to check in without delay so as not to unnecessarily delay passengers who want to get off or change buses, but after the first two vehicles have finished and departed, the driver is still required to check in at the stop sign.

The rules for passenger transport in Pilsen are governed by the Contractual Conditions of Carriage, which are binding on both our company as the carrier and on passengers. These conditions also state that we do not guarantee smooth transfers between connections on individual lines and that drivers of individual vehicles are not obliged to wait for each other (except in cases indicated in the timetables, e.g., in the evening and at night, on weekends, i.e., when there are longer intervals between services). This is mainly due to the highly variable traffic situation in Pilsen, shorter intervals on daily lines, and the risk of delays being carried over between connections and lines.

The Czech Police are primarily responsible for assessing and supervising the safety and smooth flow of traffic on public roads. According to the provisions of Act No. 361/2000 Coll., they are obliged to control and supervise road users.

All public transport vehicles that are equipped with air conditioning in the passenger area and are in service have this system in working order. It is activated automatically when the vehicle is turned on and is controlled by the vehicle's control unit, i.e., independently of the driver's will. The level of cooling or heating is proportional to the outside temperature, with temperature sensors evaluating the difference between the inside and outside temperatures and, according to set algorithms, either heating, cooling, or simply ventilating. For this system to be effective, other influences must be eliminated, such as locking windows and opening doors by passengers using self-service controls. This is practiced, for example, in modern trains, which are now only manufactured with fixed windows that cannot be opened. If a problem with the automatic temperature control is detected on the track, the windows are immediately unlocked by the driver until the car is replaced.

Air conditioning units are set by the manufacturer in accordance with the EN ČSN 14750-1 standard, where the internal temperature setting corresponds to the external temperature (according to the equithermal curve set by the manufacturer). We often encounter complaints that the cooling or heating is insufficient or, conversely, excessive – the perception of thermal comfort is very subjective and it is not possible to satisfy everyone. For this reason, we use the vehicle manufacturer's settings in accordance with the approved standard and hygiene recommendations.

Vehicles that are not equipped with air conditioning for passengers still have interior ventilation controlled by the driver, and in these vehicles, the side windows do not lock so that passengers can control the temperature themselves. These interventions are desirable here.

If you have any doubts about the functionality of the air conditioning in the passenger area in the future, please ask the driver directly at a suitable location (stop, terminus), who can immediately check the cooling and resolve any deficiencies or malfunctions in cooperation with the depot.

Public transport is operated in accordance with the specifications of the City of Pilsen, which is responsible for determining routes, stops, and interval coverage for individual lines. Vehicle occupancy is regularly monitored by automatic passenger counting, which is installed in part of the PMDP fleet. Purposeful monitoring also takes place on the basis of suggestions from passengers or observations made by the drivers of our vehicles. In the event of long-term overcrowding on selected public transport connections or lines, proposals for operational adjustments are discussed with the transport client. The determination of selected stops on request is based on an assessment of the number of connections that effectively stop at the stop and serve passengers and those that do not. The data is drawn from the passenger counting system over a long period of time. The list of stops on request was created in cooperation with and subsequent approval by the public transport client, the Public Property Administration of the City of Pilsen. Regarding the request stop system, we would like to add that passengers only need to stand visibly in the stop area to board, i.e., they do not need to wave. From this perspective, nothing changes for passengers outside the vehicle. To exit at a stop, it is necessary to press the STOP button in time, for example, after departing from the previous stop.