Customer Services
At Lothian Buses, our customers are at the heart of everything we do. From continual investment in our modern, comfortable fleet to using the latest technology to deliver up-to-date and accurate information about our services, we are committed to providing our customers with the very best in comfortable, easily accessible and affordable public transport. Your feedback is extremely important to us, so if you have any comments, queries or suggestions you’d like to share with us, or if you want to tell us that we’ve made a mistake, then please don’t hesitate to get in touch.
Your first point of contact is our dedicated Customer Services team – give us a call on 0131 554 4494 and select option 2. Most comments and queries can be dealt with immediately over the phone, however occasionally we’ll need to investigate your comment which can take a little longer. Our Customer Services department is open to calls from Monday to Friday (excluding public holidays); 08:30 to 17:00 and all calls may be recorded for training and monitoring purposes.
| You can also e-mail us: | This e-mail address is being protected from spambots. You need JavaScript enabled to view it |
| Or write to us: | Lothian Buses Customer Services Department Annandale Street EDINBURGH EH7 4AZ |
Alternatively, if you prefer to speak with someone in person, pop into one of our Travelshops where our Sales and Information staff will be more than happy to assist you.
Regardless of how you choose to get in touch with us, any comment or complaint which requires a response will be fully investigated and we will endeavour to respond to you within ten working days. Sometimes our investigations can take a little longer but if that happens then we’ll get in touch with you to let you know.
Where a complaint or comment relates to a specific encounter or incident (on one of our buses, for example), it helps speed up our investigation if you can provide us with as much information as you can regarding your complaint such as the date, time of day, location, service, bus number and the direction of travel. If you buy a ticket on the bus, all of the details we need will be printed on that ticket.
Here at Lothian Buses, your feedback is vital to us and where we have made a mistake we will do everything we can to put things right, so please contact us directly with all comments, suggestions and complaints. If after contacting us you are unhappy with our response or handling of any complaint, then you can contact the Bus Passenger’s Platform -
Bus Passenger’s Platform
Scottish Government
Area 2D
Dockside
Victoria Quay
EDINBURGH
EH6 6QQ
Service Updates
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