FAQs
Your questions answered
Below is a list of frequently asked questions (FAQs). If you have a question that isn’t listed please get in touch.
General
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What is a Social Enterprise?
A Social Enterprise is an organisation that applies commercial strategies to maximise improvements in human and environmental well-being, this may include maximising social impact alongside profits for external shareholders. Social enterprises can be structured as a for-profit or non-profit, and may take the form (depending in which country the entity exists and the legal forms available) of a co-operative, mutual organisation, a disregarded entity, a social business, a benefit corporation, a community interest company or a charity organisation. They can also take more conventional structures. What differentiates social enterprises is that their social mission is as core to their success as any potential profit.
Is Westway CT a Social Enterprise?
Yes. Westway CT has been awarded the Social Enterprise Mark for the 5th year running.
How can I pay my bill?
You can pay your bill in a number of ways – over the telephone with your bank card, by cheque or bank transfer. If you are a member of Group Transport or Individual Services you can request your invoice by calling our accounts department on 0208 964 4928 option 3.
Minibus Services
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Who can drive a Westway CT Minibus?
Westway CT Minibuses are not used for Hire or Reward. If you passed your category B (car) driving test before 1 Jan 1997, you can drive a minibus that is NOT being used for hire or reward. If you passed your category B (car) driving test after the 1 Jan 1997 you may drive a minibus that is NOT being used for hire or reward if the following conditions are met: You are over 21 and have held a category B licence for at least 2 years. The minibus is used by a non-commercial body for social purposes. You receive no payment other than the recovery of your out-of-pocket expenses (e.g. fuel and parking costs). You provide the service on a voluntary basis. The gross vehicle weight of the minibus is not more than 3.5 tonnes (or 4.25 tonnes if including any specialist equipment to carry disabled passengers). You do not tow a trailer.
How many passengers can a Standard 17 seat Minibus carry?
Our Standard 17 seat Minibuses (1 seat for the driver) can seat up to 16 passengers (we have a limited number of 16 seat minibuses).
How many passengers can a Standard 15 seat Minibus carry?
Our Standard 15 seat Minibuses (1 seat for the driver) can seat up to 14 passengers.
If I book a 15 seat minibus will this cost less than a 17 seat minibus?
All of our vehicle charges are the same across the fleet.
How many wheelchair users and passengers can an Accessible Minibus carry?
Our Accessible 17 seat Minibuses can carry up to 16 passengers. They have space for 2 wheelchair users, but for every wheelchair user that travels on a minibus, 2 seats will need to be removed to make enough safe space. If 2 of the passengers are travelling in wheelchairs, there will be seating for 12 passengers. The same rule applies for 15 seat Accessible Minibuses.
Do we have to pay for a driver for the whole day?
You are charged for the driver from when they check over the vehicle and leave the depot, to when they return to the depot and check over the vehicle when the journey is over. You will be charged a minimum of 3 hours for a driver.
Can I drive the minibus? Or do I have to book a Westway CT driver?
Yes, but only if you are registered with Westway CT as a volunteer driver and you have a valid MiDAS Certificate.
How is the mileage charge calculated?
The mileage charge is calculated on a complete round trip, from when the vehicle leaves our depot, until it returns.
Do we pay for fuel?
No.
Each set of keys is supplied with a fuel card which can be used to pay for fuel. We prefer that fuel is refilled at a Sainsbury’s Store. We request that Minibuses are brought back to our depot with a full tank of fuel.
How far in advance can a booking be made?
You can book as far in advance as you want. We recommend booking at least one to two weeks in advance.
If we have a regular booking, can we request the same driver every time?
We will do our best to allocate the same driver for you.
Can we use a minibus in Europe?
No. Usage is restricted to the UK.
Can we tip the driver?
Our drivers are not allowed to accept gratuities.
If I want to CANCEL, how much notice do you need?
We require at least 2 full working days’ notice (48 hours) for any cancellation. If not full booking charges will apply.
Can we collect a vehicle outside of office hours?
Yes. Keys must be collected before the office closes.
Can babies travel in a minibus?
Only if they are travelling in a baby seat that is correctly fitted. Babies cannot be seated on the lap of another passenger.
Do you provide child/baby seats?
No. We are unable to provide child/baby seats.
Shopper Bus Services
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I am a wheelchair user - can you accommodate me on the bus?
Yes. We use fully wheelchair accessible minibuses for the Shopper Services.
Can I bring a friend along?
Yes. You can bring one escort/carer along with you to help you.
Do you provide help in the supermarket?
No. We can however, ask the supermarket on your behalf, if they can find a member of staff to help you while shopping.
Can you assist me by carrying my shopping to my door?
Yes. We can carry your shopping to your door, but we do not enter your home.
How many times can I use the Shopper Service?
As many times as you like – there is no limit!
Can I make a regular booking?
Yes. You can book an ongoing arrangement and just call us to let us know if you will not be travelling.
Can you take me to another supermarket that is not on your list?
At present no. However if members are interested in visiting a different supermarket and enough members request this, as well as it being logistically possible, then it will be considered.
How much time will I have to do my shopping?
One hour.
Can I book a one-way journey? For example I can make my way to the supermarket but would like to use the Shopper to take me home?
This can be done but if you are using the service for the first time, it will be helpful for our driver to take you first both ways, just so you recognise each other.
It often takes me longer than an hour to do my shopping. Can I go on the first run and come back on the second?
Yes. As long as there is space on the second run – please request this when booking.
If I am unwell can somebody else go in my place?
Only Door to Door Club members can use the Shopper Service.
Is there a limit to the amount of shopping I can do at one time?
We would ask you to be considerate to other shoppers if you are doing a large shop, as there is limited space on the vehicle.
Volunteer Cars
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How far do I need to book ahead?
We would recommend booking at least 4 days in advance.
Can I bring a friend along?
You can bring one escort along with you to help you.
Do I have to book both the outward and return journey at the same time, or can I call the driver when I am ready?
All trips have to be booked in advance.
Can you confirm transport at the time of booking?
We rely on volunteer drivers to support this service, so we need to find a driver first, before a trip can be confirmed. We would normally confirm a journey two business days in advance of the proposed trip.
Do you do same day bookings?
You can certainly call us to check on the day but it will all depend on volunteer driver availability.
Will it be the same driver doing both outward and return journeys?
This will depend on the schedule for that particular day.
If I am attending a hospital appointment and don't know when I will be ready to return home, when should I book the return?
If you need to book a return journey please check with the hospital to give you a rough idea of how long you might be. It might be best to book your return journey later than you expect to be finished and be prepared for a little wait.
I noticed your booking lines are only open in the afternoon from 1 pm - 4 pm. I am usually out most afternoons. How can I get in touch?
Please leave us a message at any time and one of out team will come back to you as soon as possible.
If I need to cancel a trip on the day what do I do?
Please leave a message on our answering system and it will get picked up. We check all messages regularly throughout the day.
Can I book a long distance journey?
Yes. Please call for a quote.
Can somebody else pay for my trips?
Yes. We can invoice a third party.
Do I pay the fare to the driver?
No. You will be invoiced every month.
Do I tip your drivers?
No. Our driver are not allowed to accept gratuities.
Can I pay by credit or debit card over the telephone?
Yes. You can call us to pay over the telephone. You can also pay through our website.
Volunteering at Westway CT
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What age do I have to be to volunteer?
Our policy is that drivers must be at least 25 years of age to be able to drive for the Volunteer Cars Service.
Passenger Assistants must be over 18 years of age.
Any other volunteers should be over 18.
Do I get paid for volunteering?
No.
We do reimburse reasonable expenses for food and travel, but we do not pay volunteers.
I want to volunteer for the Volunteer Cars service. Can I drive my car, or do I need to drive a Westway CT Car?
You can drive your own vehicle, or one of our designated cars.
If you choose to drive your own car then you will need to show proof that your insurance company are happy for you to volunteer under your vehicle policy.
I am volunteering using my own vehicle. Do you pay for petrol or diesel used?
We will reimburse the cost of petrol or diesel used if you are driving your vehicle if you are transporting Westway CT Members.
If you are driving one of our vehicles, we will provide you with a diesel/petrol card.