The Operator holds a current European Community Licence with all vehicles listed on the Vehicle Identification Schedule.

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1 SECTION 1. PREPARATION STANDARDS 1a 1b 1c 1d 1e 1f 1g 1h The Operator holds a current European Community Licence with all vehicles listed on the Vehicle Identification Schedule. The Operator holds a current PSV Licence and where applicable a DOE Certificate for each vehicle. The Operator complies with the equirements of the Road Traffic Acts and any other relevant legislation, including the provision of a policy of motor insurance in the name of the company. The Operator fully complies with all the necessary insurance requirements for public liability, employer s insurance and, where appropriate, tour operator liability. The Operator is engaged in the business of coach tourism and makes available for annual assessment by the appointed Assessor all vehicles used for the carriage of tourists, together with all relevant documentation. The Operator complies with the Working Time Directive (2002/15/EU) supplemented by new regulations (EC 561/2006). A twenty-four hour helpline is provided to be used in cases of emergency. All vehicles are under 10 years old, comply with the latest European safety standards and are subject to a rigorous preventative maintenance programme to maximise reliability and Current European Community Licence; Vehicle Identification Schedule. Current PSV Licence; DOE Certificate for each vehicle. Motor insurance policy. Tachograph records. Preventative maintenance programme/ schedule/ checklist. 1 Coach Standards v1.3.1: 2011 Fáilte Ireland 2011

2 safety (this condition will be reviewed every two years). This inspection takes place at a minimum of every six weeks that the vehicle is in operation (this condition is the responsibility of the Operator) and up-to-date records are maintained. 1i An established communication system is in place between the driver and base. 1j 1k Sufficient off street parking at the Operator s base is provided to accommodate all vehicles used for coach tourism. For the purpose of providing adequate servicing facilities, a workshop is provided to the standard of SIMI as follows: Fleets of 1 to 25 vehicles a) A service pit, ramp or hoist adequate to accommodate the largest vehicle operated. b) An equal area of flat working space (both these areas to be under cover) c) A suitably trained mechanic to carry out approved servicing procedures is employed. d) Operate a system of maintenance recording. Where the Operator does not provide their own servicing facilities a maintenance contract exists with a competent service contractor for the maintenance of the entire fleet. Full maintenance records are kept by the Operator. Fleets of 26 vehicles or over Facilities as described in (a) and (b) above are in place, but with double the facilities specified and one additional full-time mechanic engaged. An additional service arrangement on a pro-rata basis is provided with the coach fleet comprehensively maintained. A combination of the Operator's own facilities and contracted-out servicing arrangements satisfies this requirement. 2 Coach Standards v1.3.1: 2011 Fáilte Ireland 2011

3 1l A minimum fleet of two coaches must receive approval. One of these coaches must be at least 12 metres in length, the second not less than 8 metres in length. Both vehicles must be at least 2.4 metres in width and to full coach specification. One of the vehicles must be under 4 years old and the other one must be under 7 years old and be available for hire at all times for tourism work. Alternatively, a minimum fleet of two coaches can receive approval provided that they are a minimum of 8 metres in length and are both under 4 years old. Vehicles used to provide Day Tours Vehicles used in the provision of Day Tours can be approved provided that they meet the criteria for the approved category. Open Top City Tour Providers Operators providing Open Top City Tours may be approved provided that the company adheres to the following minimum standards: Have an office facility for taking bookings, dealing with complaints and operate a lost property system. Have adequate maintenance facilities or maintenance contract with a competent service provider and an approved system of maintenance recording. SECTION 2. BOOKING STANDARDS 2a An office, where provided, is kept in a clean, well maintained condition and complies with relevant fire and other legislation. 2b Office facilities are adequate for taking bookings and dealing with customer-related issues. 2c Enquiries are dealt with in an efficient and courteous manner. 2d Bookings are recorded and processed efficiently and accurately. Separate booking procedures are in place for extended and local sightseeing operations. Booking diary/sheet (if manual system in use). 3 Coach Standards v1.3.1: 2011 Fáilte Ireland 2011

4 2e Terms & conditions, cancellation policy, code of conduct and all other relevant information are provided at the time of booking, as and where appropriate. 2f Knowledge of the products and services on offer is clear and complete. 2g Where the Operator has a web presence, information is up-to-date and accurate, with ease of navigation. SECTION 3. COACH FACILITIES STANDARDS Terms & conditions, cancellation policy, code of conduct (will likely be part of the booking contract, or published separately). 3a 3b Each coach is mechanically sound (in full accordance with appropriate legislation and guidelines) and in roadworthy condition. Each coach is equipped with spare wheel, suitable tools, fire extinguishers and a well stocked first-aid kit. 3c Each coach is equipped with relevant safety features. 3d Each coach is maintained in a clean fresh condition, inside and out, with particular attention being paid to windows and litter. The general condition of each coach is maintained, as follows: Bodywork is clean of rust and damage and paintwork is in good condition, including wheel paintwork; Seating and flooring are clean, showing no signs of fading or wear, with headrests or head restraints in place; Side window demisters in good working order or, if double-glazed, seal is intact; All locks are in working order, door and luggage door seals are in good condition. 3e Each coach is equipped with adequate cleaning and washing equipment. 3f Each coach contains adequate luggage capacity to serve the needs of the number of passengers carried. 4 Coach Standards v1.3.1: 2011 Fáilte Ireland 2011

5 3g Each coach contains and provides the following facilities: Air conditioning / climate control; Individual reading lights; Magazine racks, if fitted, in good condition; Luggage area in clean condition with a minimum capacity of 3.1 cubic metres; Full air suspension or assisted air suspension; Reclining seats; Seat belts; Full draw curtains/blinds to side windows (where present), spotlessly clean and in good condition; Entertainment centre and PA system. SECTION 4. SERVICE STANDARDS 4a Each driver holds the appropriate driver's licence for the type of vehicles being driven. Driver's licence. 4b Each driver holds a Driver CPC and attends the required periodic training. Driver CPC certificate. 4c 4d Each driver is provided with, and understands, instructions relating to the written procedures (in the form of a Code of Practice, or equivalent) to be followed while engaged in tour operations, with particular emphasis on: Duties and responsibilities; Vehicle, driver and passenger safety; Driver behaviour. Each driver complies with the following personal criteria: Code of Practice, or equivalent. Carries out a safety check, or ensures one is carried out, prior to setting out; Is presented at all times in a professional manner, well groomed and in full, clean uniform; Establishes a welcoming rapport with the group (smile, greet, introduce, welcome); Provides all relevant information to the group (including on-board safety procedures) before departure; Has strong interpersonal and communications skills, ensuring that coach tours are successful and that the group s needs are fully satisfied; 5 Coach Standards v1.3.1: 2011 Fáilte Ireland 2011

6 Is supportive of the aims and Code of Practice of the Operator and supports and respects colleagues and customers; Avoids giving personal opinions about contentious issues e.g. politics, religion; Is punctual and arrives well in advance of any meeting time with group, ensures that timekeeping is maintained for visits and the end of the tour; Encourages and accepts feedback from customers; Carries out periodic Walkaround Checks to confirm safety, cleanliness and satisfaction criteria. SECTION 5. CUSTOMER CARE STANDARDS 5a A customer service standard/policy/charter has been developed and implemented. Customer service standard/policy/charter. 5b Customer service feedback is recorded and tracked. May take the form of a comment book or file. 5c Separate complaints procedures are in place for extended and local sightseeing operations. A formal, written procedure is in place and carried out to deal effectively with complaints. Complaints are acknowledged within three working days and the issue dealt with and outcome communicated to customer within a reasonable timeframe. Written complaints procedures. 5d A system is in place to adequately deal with lost property. May take the form of a lost property book/sheet. 5e An accident reporting procedure is developed with relevant forms processed and filed. Accident reporting form. Please note: An on-site assessment visit will be carried out by a qualified, independent assessor (the duration of the assessment is dependent on the size of the operation but is not expected to exceed two hours in total). An inspection will be carried out for each vehicle put forward for approval. Every effort must be made by the operator to have vehicles for approval available for inspection. Where vehicles are unavailable for individual inspection, reasonable efforts will be made by the assessor to facilitate the operator by completing the inspection process at a destination and time commensurate with the assessor s scheduling period. The operator or a knowledgeable representative must be available for interview throughout the assessment duration. 6 Coach Standards v1.3.1: 2011 Fáilte Ireland 2011