Lothian endeavours to provide an inclusive service for bus travel in Edinburgh that is accessible to all our customers.
For this reason, our bus drivers and our retail and customer support teams receive training about a range of disabilities, and our buses are designed with safety and accessibility in mind.
We also have a dedicated Accessibility and Inclusion Officer who works across all departments in our business to ensure we are constantly reviewing and making improvements to all aspects of our services.
If you have any questions or concerns about using our service as a disabled person, you can reach out to our Accessibility and Inclusion Officer directly by emailing [email protected].
Conditions of Carriage
Lothian, like all operators, operate within the parameters of Conditions of Carriage. These conditions set out the legal terms under which we provide our services, and they define the rights, responsibilities, and obligations of both our customers and our business. View our Conditions of Carriage.
Please be aware that we are unable to accommodate mobility scooters for travel on any of our buses unless they have been dismantled/folder and can be stored as luggage.
National Entitlement Cards (free bus passes)
If you have a disability, are over the age of 60 or under 22, you are entitled to travel on our day services free of charge if you hold a valid National Entitlement Card (NEC). The NEC scheme is a Scottish Government initiative and the terms and conditions regarding their use and eligibility are set by the Scottish Government.
To learn more about the NEC or to apply for one, please visit nec.scot.
Some useful information on using an NEC on our services:
- Please be aware that the NEC must be scanned when boarding the bus. If you are unable to scan it yourself, you can ask the driver to scan it for you.
- If your NEC is lost, expired or becomes damaged, you will need to pay a fare to travel.
- If our drivers have any reason to believe that an NEC is being used fraudulently, they are required to confiscate it under the terms and conditions of use.
- NECs are valid on all day services and our Airlink 100 service. They are not valid on NightBus services or Edinburgh Bus Tours.
Only NECs issued by the City of Edinburgh Council are valid on Edinburgh Trams. More information can be found on the Edinburgh Trams website.
Travelling with a Mobility Aid
For the safety of all passengers, aisles and walkways must be kept clear at all times.
The aisles of our vehicles are at their most narrow near the driver’s cab, which may be restrictive for passengers travelling with larger mobility aids such as rollators or wheeled walkers.
The designated wheelchair accessible and shared/ buggy spaces are each 0.75 metres wide. Any prams, luggage, wheelchairs or mobility aids stored in these spaces must fit safely and must not obstruct access to the aisle or other seats. We recommend considering these dimensions when purchasing mobility aids for travel purposes.
In line with UK legislation, passengers using a manual wheelchair, powered wheelchair or specialised buggy have priority over the use of the wheelchair accessible space. If you are using this space and a wheelchair user wishes to board, you will be asked to vacate it.
As a city centre operator, our services can become busy, particularly during peak times. Customers travelling with mobility aids, such as rollators or wheeled walkers, may be required to fold them when space is limited. For this reason, we ask that you are familiar with how to fold or collapse your mobility aid so that it can be stored safely either under your seat, in front of you, or in the luggage area.
Families
Bus travel can be a simple, convenient and affordable way for families to get around. Whether you’re travelling with a buggy, young children, or someone who needs extra assistance, we’ve provided some useful information below to help make your journey on board as easy as possible.
Expectant Parents
Pregnant customers are encouraged to use our priority seating when required for their own safety.
All of our buses can be lowered to make it easier to get on and off safely. If you find it challenging to board and alight the bus, please ask the driver to lower the bus for you if they have not done so already.
Buggy Users
For customers travelling with young children, we recommend using a small, lightweight, and foldable buggy. These are safer, easier to manage, and more convenient when navigating buses.
In line with UK legislation, customers using a manual or powered wheelchair or specialised buggy, have legal priority over the wheelchair accessible space on our buses. If you are using this space and a customer with a wheelchair needs to board, you will be required to vacate it.
You can either fold the pram/ buggy and store it as luggage or choose to leave the bus in which case the driver can issue you with a ticket for onward travel.
The narrowest point of the bus aisle is by the driver’s cab, which can be tight for double buggies. The designated accessible and shared spaces are each 0.75 metres wide. Any pram or buggy must fit fully within this space without blocking the aisle or other seats. Please ensure this includes any attachments such as handles or bags. Our drivers have the right to refuse travel or ask a customer to leave if the buggy does not fit safely.
Please be aware that only one buggy or pram is permitted to travel in the wheelchair accessible space onboard our vehicles and it should be positioned against the padded backrest with the brakes applied, so the child is facing the rear of the vehicle. This is for the safety of your child in the event of a collision or heavy braking. The same guidance applies to the buggy/ shared space on our vehicles.
For your safety and comfort, once you board the bus please position the buggy following these guidelines:
Park your buggy in the dedicated space (either the wheelchair accessible space or buggy/ shared space) with your child facing the rear of the bus with the back of the buggy against the back support
Some of our vehicles have fixed poles and others have fold down or pull out anti-tip bars. If you are travelling on a vehicle with a fold down or pull out anti-tip bar, please ensure this is in place for the duration of your journey. If you require assistance in moving the bar into position, please bring this to the attention of your bus driver.
Apply the brakes
The driver will wait until this is done before moving the bus
When you are ready to leave the bus, ring the bell so that the driver knows you wish to leave at the next bus stop then wait until the bus has reached a complete stop before alighting
If your child is taken out of the buggy/pram while on board, please ensure they remain seated safely and under your supervision throughout the journey. Their safety remains your responsibility at all times.
With the introduction of new vehicles to our fleet (June 2026), we are trialling ‘buggy straps’ as an additional safety measure for customers travelling with babies or small children in prams or travel buggies.
Lothian encourage parents and guardians to use one of the buggy straps provided to help secure their child’s pram/ buggy when travelling on services, if travelling on one of these vehicles.
Parents and guardians should:
- Remove any bags that may destabilize the pram/ buggy
- Position the buggy against the padded support, so the child is facing rearwards
- Select the most suitable strap and attach it firmly to a secure part of the buggy frame
- Adjust the length of the strap until the buggy is secure
- When vacating the space, please reconnect the buckle to prevent breakage
While we recommend using the strap to provide additional securement during travel, the safety of your child remains your responsibility. Do not leave your child’s buggy unattended.
This guidance is also displayed on vinyl in the shared space on board these vehicles. If you notice any damage to the straps, please report this to the driver.
Our Accessibility and Inclusion Officer demonstrates in the accompanying video how to position a buggy in the space and properly secure it for travel.
Travelling with Children
For customers travelling with young children who no longer use a buggy, many of our buses have ‘parent and child’ seats located at the very front of the bus near the driver. These allow easy access and are close to the doors and driver.
Parents and guardians are responsible for ensuring that children travelling with them do so safely and comply with all conditions of travel.
Children should remain seated whenever possible while the bus is in motion, and parents or guardians should take extra care when accompanying toddlers or young children upstairs. Children who are too small to safely use the stair handrails should remain on the lower deck.
When ascending the stairwell of our vehicles, parents or guardians should stay behind children, and when descending the stairs, remain in front of them.
Wherever you choose to sit on the vehicle, please ensure your child is always sat down safely during the journey. Your child’s safety is your responsibility.
Please ask your bus driver if you require any assistance or email [email protected] if you have any questions.
Wheelchair Users
Lothian provides thorough Disability Awareness Training to ensure that all our drivers and customer support advisers are confident in assisting those travelling on our services as wheelchair users.
Please be aware that we are unable to accommodate mobility scooters for travel on any of our buses unless they have been dismantled/folded and can be stored as luggage.
Our fleet
All buses in our fleet are equipped with at least one designated wheelchair accessible space, and some vehicles have two. These spaces are designed to accommodate manual wheelchairs, powered wheelchairs, and wheelchair buggies, allowing users to travel facing the rear of the vehicle, in comfort and safety. In accordance with the Public Service Vehicle Accessibility Regulations (PSVAR), each space is a minimum of 1.3 metres in length and 0.75 metres in width.
To ensure safe boarding and travel, we can accept wheelchairs and wheelchair buggies that do not exceed 0.7 metres in width, 1.2 metres in length, and 1.35 metres in height. Your wheelchair must be in good working condition and meet the safety requirements outlined in our Conditions of Carriage.
It is essential that the designated wheelchair space is kept available for customers who need it. As per UK legislation, our drivers are required to ask any customers not using a wheelchair to vacate the space if a wheelchair user wishes to board. However, if a customers refuses to vacate the space, the driver cannot compel them to do so and may not be able to permit you to board.
Please be aware that, for the safety of all customers, front-mounted handcycle and power assist devices for manual wheelchairs can only be carried on our services if they have been detached and stored in a bag.
Boarding the Bus
For your safety and comfort, once you board the bus please follow these following guidelines:
Please position your wheelchair in the wheelchair accessible space, with the back of the chair firmly against the back support. All wheelchair users must travel facing the rear of the bus. Travelling while facing forward or sideways is not permitted for safety reasons.
Some vehicles are fitted with fixed poles, while others have fold-down or pull-out anti-tip bars. If your bus is fitted with an anti-tip bar, it must be properly positioned throughout your journey. If you need help moving the bar into place, please speak to the driver before the journey begins.
Please ensure that your wheelchair brakes are applied before the bus sets off. The driver will wait until you are safely secured before moving.
The driver will wait until this is done before moving the bus.
When preparing to leave the bus, press the stop button to notify the driver and wait until the bus has come to a complete stop before releasing your brakes.
VIDEO: Accessing the Wheelchair Space
Lothian’s Accessibility and Inclusion Officer demonstrates in the accompanying video how to board our buses as a wheelchair user, access the dedicated wheelchair space, and position and secure yourself for a safe and comfortable journey.
Blind, Partially-Sighted, Deaf and Hard of Hearing Customers
We want everyone to feel confident and comfortable when travelling on our buses. We provide a range of information, features and support to help blind and partially sighted, deaf and hard of hearing customers plan and enjoy their journey.
Assistance for Blind and Partially-Sighted Customers
We are proud to work in partnership with RNIB Scotland and Guide Dogs Scotland, ensuring that our driving colleagues have the most up-to-date training on how they can best support Blind and Partially-Sighted customers to travel with confidence.
Our driving colleagues are expected to stop at any bus stop on their route if they see a customer with a Guide Dog or white cane, with the understanding that they may not be able to hail the bus independently. The driver will then inform the customer of the service number and destination, giving the opportunity to board the bus if required.
We are currently in the process of retrofitting audible and visual next stop announcements on all buses within our fleet, in line with current Public Service Vehicle Accessibility Regulations (PSVAR). These announcements are intended to give all customers the information that they need to travel independently with confidence.
Travelling as a Customer who is Deaf or Hard of Hearing
We are currently in the process of retrofitting Audible and Visual Next Stop Announcements on all buses within our fleet, in line with current Public Service Vehicle Accessibility Regulations (PSVAR). These announcements are intended to give all passengers the information that they need to travel independently with confidence.
Our newest buses have been fitted with hearing loop systems for the use of passengers with hearing devices. These cover the boarding platform to aid communication with the bus driver, as well as the wheelchair-accessible spaces and priority seating areas, where the system is linked to the audible next-stop announcements. You can identify if your bus is fitted with a hearing loop by looking out for the universal blue hearing loop symbol. To use the hearing loop system, please activate the telecoil settings on your hearing devices.
Smart Support
Our app has been designed with accessibility in mind, using focus groups of Blind and partially sighted and Deaf and hard of hearing customers. The accessibility features in the app are designed to better accommodate the needs of visually-impaired customers. You can find out more about these features here.
On social media, for those who rely on screen reader technology, posts with photos are shared with ‘alt text’ and hashtags are always capitalised to ensure our content is inclusive and accessible to all.
Timetable Assistance
If you require any of our timetables in large print, please contact us our Customer Service Team who can arrange to have one sent out to you free of charge. Alternatively, visit one of our Travelhubs and a member of our team will print one off for you there and then.
Contact Us using British Sign Language (BSL)
Contact Scotland BSL is a Video Relay Service that is funded by The Scottish Government and enables Deaf customers to make phone calls 24 hours, 7 days a week in British Sign Language.
If you would prefer to contact Lothian Buses using BSL, you can do so through Contact Scotland BSL on a computer, smartphone or tablet.
If you are using a PC or Mac, you can visit Contact Scotland BSL web through the website: service.signvideo.uk/contactscotland or you can download the free Contact Scotland BSL app on your smartphone or tablet.
For more information, please visit Contact Scotland
Priority Seating and Hidden Disabilities
We want everyone to have a safe, comfortable and respectful journey. Our priority seats are available for anyone who needs them, including customers with mobility needs or a hidden disability. Not all disabilities are visible, so please be considerate and offer a priority seat to someone who may need it.
Priority Seating
All buses within our fleet are fitted with priority seating areas, which are located near the entrance and exit doors. These seats are designed to be more accessible, offering additional legroom, well-positioned handrails and easy access to push bells.
Priority seats are intended for use by elderly customers, those with disabilities, pregnant customers and those travelling with assistance dogs or mobility aids. We kindly ask all customers who do not require a priority seat to make use of other seating on board, where possible, to ensure that these spaces are available to those who need them most.
Please remember that not all disabilities are visible. For this reason, our drivers are not required to ask customers to move from priority seating if it is occupied.
Our Drivers Are Here to Help
Our bus drivers and Customer Support team receive disability awareness training that includes a wide range of conditions including autism, visual and hearing impairments, dementia and epilepsy.
They are also trained to recognise the Thistle Assistance Card / App and Hidden Disabilities Sunflowers, and are there to help you if you need any assistance. Please just ask.
Lothian acknowledge that our customers have a wide range of needs
Supported Journeys
Did you know that Lothian offers customers the opportunity to try travelling on our services accompanied by our Accessibility and Inclusion Officer, to help build confidence and support travel independence? No matter the reason for why you find bus travel difficult or challenging, we’re here to support you. Learn more on our Supported Journeys page.
We are here to help
 | Diversity in the Public Sector Award (The Herald & GenAnalytics Diversity Awards 2022) |
 | Excellence in Transport Accessibility Award (Scottish Transport Awards 2022 and 2023) |
| Autism Friendly Award (National Autistic Society 2024) |
Accessibility Awards
Diversity in the Public Sector Award
(The Herald & GenAnalytics Diversity Awards 2022)
Excellence in Transport Accessibility Award
(Scottish Transport Awards 2022 and 2023)
Autism Friendly Award
(National Autistic Society 2024)