Page 113 - Global Maintenance Standard - NE_VOct 2020

2 Introduction

National Express Group (“the Group”) consists of a number of Group companies providing transport
services in various countries. The Group companies are diverse in their size; organizational
structure; resourcing (including both staffing and technology capability and requirements) and are
distinct in their commercial operating environments.

The Group is committed to providing safe, efficient, transport to all our passengers and to prioritize
the service perform with the best quality and efficiency standards.

The purpose of this standard is to define the minimum requirements that all Group companies
must adopt in relation to vehicle cleanliness:

● Internally
● Externally
● Cleanliness process
● Cleanliness routine specifications
● Vehicle audit

It also outlines the minimum quality requirements that must be satisfied to achieve the objective for
internal and external cleanliness of the vehicles.

One of the main purposes of the cleaning service is the cleanliness of the bus and, therefore, the
perception that the traveling customer has of the company.

These minimum quality requirements must ensure the correct image of our vehicles to provide the
offered service to our customers.

In addition to the requirements of this standard, all statutory requirements set by local and national
legislation and regulations, as well as any contractual obligations, must be complied with. It is the
responsibility of each Group Company to identify and apply the relevant legislation, industry codes
and standards.

Each Group Company is responsible for incorporating the requirements set out in this standard into
their management systems and operating procedures. Each Group Company can exceed the
requirements outlined in this standard, and such good practices should be shared across the Group.
Where Group Companies are already exceeding standards, then these should be maintained.

Global Maintenance Standard 10: Audits 4