Customers Wearing Veils
(Burkas or Yashmaks)
Many of you will be aware that proving the identity or age of customers who wear a veil has been very high profile in recent weeks.
Across Arriva’s UK bus companies, the following revised policy should now please be adopted by all front line staff who deal with our customers:
Any female customer wearing a Burka or Yashmak can hold a valid photo-card or bus pass that shows the face either covered or uncovered.
Under no circumstances should a female customer be asked to uncover her face, or be refused travel, when holding a valid ticket with such a photo-card.
Should customers board our services or make purchases at travel offices wearing a Burka or Yashmak, then please sell them the ticket they request to purchase, without insisting that they uncover their face to prove, for example, their age or identity for discounted travel.
I take this opportunity to thank you for your co-operation in ensuring that this procedure is carried out during the course of your duties.
Heath Williams
Regional Managing Director
20 July 2010