Setting the standard: Problems faced by operators and operators’ best practices from a Dutch perspective

by L.W. Ringelberg, Director, Leo Ringelberg Touringcars

About the speaker:
Leo Ringelberg is CEO of Leo Ringelberg Touringcars in Hoogvliet (near Rotterdam), a coach company with 21 coaches. Leo Ringelberg is a board member of KNV Busvervoer. Leo Ringelberg is chairman of the Innovation Comité of KNV Busvervoer. (info@ringelberg.nl, 0031 10 501 87 77)

Introduction to the Dutch coach industry

1. 550 coach compagnies with permanent permit
2. Fleet of approximately 4500 coaches
3. 290 companies are KNV-members
4. KNV members operate over 3800 coaches (market share 85 %)

Low Emission Zones in the Netherlands

1. Spring 2006: Covenant between the government, councils of large cities and transport organizations
2. No more Euro 0 & 1 trucks allowed in the low emission zones
3. Euro 2 & 3 trucks only allowed with soot filter (when available)
4. Spring 2008: Covenant between the government, councils of large cities and KNV Coach (?)
5. No Euro 0 & 1 coaches allowed in the low emission zones (?)
6. Euro 2 & 3 trucks only allowed with soot filter (when available) (?)
7. Same restrictions on entering low emission zones for foreign coaches!
8. KNV will inform IRU on the developments

Dutch response on passenger rights

1. Do the Dutch passengers need extra passenger rights?
2. The EC discussion paper on Passenger Rights mentions five points of interest: liability scheme; rights of persons with reduced mobility; compensation and reimbursement in the event of cancelled or delayed services; complaint handling; information obligations.
3. Liability scheme for accidents and loss of baggage: Coach operators have a compulsory Motor Insurance to an amount of at least € 11 million per incident. Travel operators have their own compulsory insurance coverage. Both insurances are based on EU-legislation! Passenger rights ensured!
4. Coach tourism and coach travel operate in a commercial setting without subsidies. When the customer or passenger orders a coach with wheelchair lift, the coach operator can choose to provide this service or not. There should be no compulsory requirement
5. Compensation is provided according to the KNV general transport rules (Algemene vervoersvoorwaarden).
6. Complaint handling is a legal requirement for Dutch Coach Operators. KNV also has a independent Complaints Comity in case the passenger and the Coach company don’t find a solution.
7. Information obligations are also taken care of: direct lines of communication with the coach driver.
8. Conclusion: no Decision is necessary!

Global Quality Charter & Coach Marque

1. The Dutch Coach Marque has been the starting point for the IRU Global Quality Charter
2. Acceptance by IRU and IRU-members (Great-Britain & Sweden)
3. The Dutch Coach Marque) is based on audits by independent auditors and on performance information from strategic partners.
4. The Coach Marque Quality system is 90 % comparable with ISO 9002: 2000.
5. The Coach Marque has grown to 167 recognized companies, with over 2750 coaches (60 % market share)
6. The latest suggestion by IRU, to combine a new Star Classification System for coaches with demands on the safety and quality policy from the companies, is applauded by SKT.
7. The Global Quality System can be used as a good example and a starting point!

Ten criteria are used as a basis for the Quality system:

1. Quality Policy
2. Responsibility and authority
3. Preparation for transport
4. Execution of transport
5. Record keeping
6. Document control
7. Measuring devices
8. Analysis and improvement
9. Training and qualifications
10. Handling complaints

For more information on the Coach Marque System visit www.sktb.nl or contact the manager, Nico Zethof: n.zethof@knv.nl, 0031 70 37 51 705.

Problems with Commission Decision 561

1. The Dutch authorities agree with KNV that the abolishment of the 12 days rule is negative for the coach industry. For the time being, they allow coach companies to stick to the old rules on this point, as laid down in Decision 3820/85.
2. For those coach companies and touroperators that have already adjusted their travelling program to the new rules, this means unfair competition. The have made heavy investments in personnel to meet the new demands, and their competition don’t make these costs…
3. The introduction of the digital tachograph will make it easier to enforce the obligatory weekly resting period of 45 hours (the 12 days rule only concerns travel abroad…). Until now this subject was ignored by the enforcement agencies.
4. The possible enforcement of the weekly 45 hours rest would have greater implications for the Coach Industry than the abolishment of the 12 days rule has had. Two separate (optional) resting days would be better.
5. These problems should be solved as soon as possible

Watch the Powerpoint presentation

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