Frequently Asked Questions

Take a few minutes to familiarise yourself with this section. It’s got all the information you’ll need to make the most of our services, so let’s begin with some frequently asked questions.

How do I purchase a ticket?

That’s easy. You can buy your ticket from the driver when you get on the bus. Just ask the driver for the ticket you want, pop your money in the box, take your ticket and find a seat. You’ll need to have the exact cash ready for your fare, as our drivers don’t have access to money and cannot give you any change (except on our Airlink buses). You can also pay using m-tickets via our app or the citysmart card (for single journeys).

How do I buy a Ridacard?

You can buy your Ridacard at any of our Travelshops, located at Waverley Bridge, Hanover Street, Haymarket and Musselburgh. There are three types of Ridacard – Adult, Student and Child – and various ways to pay. You can set up a monthly Direct Debit, or buy a 1-week, 4-week or an annual card. Top-ups can be bought at Travelshops and PayPoint retailers across the city. See the Ridacard section of the website for prices and more information.

Refunds and replacement of Ridacards

Refunds are available on annual, Student 9-month and Ridacards bought by Direct Debit payment. To apply, please return your card to a Travelshop and we’ll process your request. Replacement cards can also be issued. Please see our Terms & Conditions for full details.

How do I use an m-ticket?

Download our free app and select ‘My m-tickets’ from the menu. Next, activate the account and buy the ticket option you want. Just before you get on the bus, activate a ticket and show your phone screen to the driver. That’s all it takes. Our new ticket sharing feature allows friends and family to use your tickets too. Do remember that m-tickets can only be used by one passenger per device.

How do I use the app?

Download our free bus and tram app and your phone becomes your very own personal travel organiser. The app gives you access to a wealth of real-time information helping you plan your journey and track your bus. Key functions include a search facility to get you to your destination, live service updates, departure boards for all of our buses and Edinburgh Trams, as well as service alerts to warn you if there’s any travel disruption to your route.

How can I pay for my tickets?

There are lots of ways to pay. You can pay cash (exact fare) on the bus for your ticket or buy one of our Season tickets (Ridacard) in advance at a Travelshop. There’s the choice of buying a 1-week, 4-week and annual Ridacard and also the option of making a one-off £65.00 payment and setting up a monthly Direct Debit to pay for this card. Contactless payments are now accepted on our Airlink 100 service. You can also pay using m-tickets and the citysmart card.

If I left something on the bus, can I get it back?

We’ll do all we can to help and recommend you fill out the Customer Services Contact Form to file a lost property enquiry with us. Alternatively, pop into the Lost Property Office at our Hanover Street Travelshop and report it to a member of our team. If you’ve lost something on East Coast Buses, you can find out how to enquire about it here. We’ll need an accurate description of the missing item, what bus you were on and when you were travelling. With these details, we’ll have a better chance of finding it for you. You can also get in touch on our social media pages too.

What happens if there are road works and travel disruption on my route?

We’re likely to know about it first and will publish details here and on our Twitter accounts (Lothian, East Lothian Buses and Lothian Country). It’s always better to check there or on our app before you leave the house. Our Live Service Alerts Updates function tells you what’s happening across the network and if there’s any disruption or changes to your service. We also provide details of any planned diversions to your route.

What should I do if I am a witness to or victim of a crime/antisocial behaviour?

All customers travel with us on the understanding that they will not cause offence or discomfort to others onboard the bus. Anyone who fails to follow our Conditions of Carriage may be requested to leave the vehicle by the driver, company official or a police officer. We fully cooperate with police investigations and make CCTV footage available when requested to do so by Police Scotland. Should you be involved in an incident of this nature we would advise that you bring it to the driver’s attention immediately.

How do I know what bus to get?

That’s a good question. With over 70 services operating day and night, let us point you in the direction of our real-time Journey Planner – just key in where you’re travelling from and where you want to go to and we’ll do the rest. You’ll have details of bus options plus departure and arrival times in seconds. Also, our popular route maps show you how your driver will get you to your destination and the places you’ll pass on the way.

If you have any other questions, please let us know.
Just complete the Contact Form, or get in touch by social media, phone, or letter. See details here.