Lothian are committed to creating an accessible and inclusive environment in which disabled individuals, families and anyone with additional access needs can feel confident and safe.
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 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 passengers to travel with confidence.
Our driving colleagues are expected to stop at any bus stop on their route if they see a passenger with a Guide Dog or white cane, with the understanding that the passenger may not be able to hail the bus independently. The driver will then inform the passenger of the service number and destination, giving the passenger 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 passengers the information that they need to travel independently with confidence.
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
If you need extra help to make your journey, the Thistle Assistance Card is available to assist anyone who has difficulty using public transport because of age, disability or illness.
This can be especially useful for individuals with a hidden disability to discreetly alert drivers to their additional needs.
To find out more about this free scheme visit www.thistleassistance.com
We are here to help
Your safety is our priority
Lothian believe that our colleagues and customers have the right to travel without receiving any form of abuse.
Lothian have signed up to the Hate Crime Charter which has been developed by Disability Equality Scotland in partnership with Transport Scotland, the South-East Scotland Transport Partnership (SESTran), People First (Scotland), Police Scotland and British Transport Police.
Lothian operate a zero-tolerance policy towards any physical or verbal abuse directed at our colleagues or customers, and CCTV and audio recording is in operation on all of our buses.
If you wish to bring anything to our attention or provide us with any feedback, please contact our Customer Support Department.
If you witness or are a victim of any crime on board our buses, please bring this to the attention of the driver and call 101/999.
