Coronavirus FAQs for Customers

Page last updated: 24/03/20

The safety of our colleagues and customers remains our main priority.

Following the UK Government’s announcement on 23 March, we are currently reviewing our network provision to ensure we are providing the required level of service to meet the needs of key workers and those that require to make essential journeys for food/medicine. We would encourage everyone to follow the government’s advice and only travel when essential to do so.

Lothiancountry will continue to provide a service to assist those that require to travel and we would encourage all customers to plan their journeys in advance using our mobile app or the journey planner on our website.

We are continuing to work with the government, industry bodies, local authorities, public health authorities and union representatives to seek advice and guidance.

Our TravelHub at The Centre, Livingston is closed for now. Our customer services team can be contacted via email to

Our lost property department is also now closed. All non-perishable lost items will be kept safe until the department reopens. When the department reopens to the public, we will announce this on our website and social media platform.

Thank you to our frontline teams and the hundreds of colleagues working behind the scenes to deliver a fantastic service, ensuring that Lothiancountry can continue to meet the travel needs of our customers.

We would like to take this opportunity to thank all our customers for their cooperation and understanding during this uncertain time.

Below we have provided answers to some of the most common questions we are receiving from our customers.

For more information on Coronavirus, visit

Frequently Asked Questions (FAQs)
  1. Can I continue to travel on Lothian’s services?

Advice from UK Government is people should only make essential journeys for work or for food/medicine.

Our services are currently operating a reduced service and customers are advised to plan their journeys in advance using our mobile app or through our journey planner on our website.

  1. Are there any extra measures I should take whilst travelling?

As advised by the NHS, everyone should follow simple steps to help stop viruses spreading:

  • Wash your hands (for 20 seconds) with hot water and soap or hand sanitiser when you arrive home/at work.
  • Use a tissue for coughs/sneezes and bin tissues after use. Catch it, bin it, kill it.
  • Avoid touching your eyes, nose or mouth with unwashed hands.
  • Try to avoid close contact with people who are unwell
  1. Are you carrying out additional cleaning on your services?

All of our vehicles are cleaned externally and internally on a daily basis, and we have introduced heightened cleaning measures in response to this situation including more enhanced cleaning of the main customer touch-points such as hand poles and grab rails and our driver cab areas.

Cleaning across all of our sites has also increased. We have issued detailed reminders to colleagues and provided additional cleaning materials where possible.

  1. Will you be providing hand sanitisers on your services?

We have introduced additional cleaning across our fleet including main customer touch points and are sharing hygiene reminders from Scottish Government and health authorities across all of our social platforms.

We are not currently looking to roll out hand sanitisers on our services.

  1. How are you protecting your staff, such as drivers?

The safety of our colleagues and customers remains our number one priority. We have implemented robust protocols to help stop the spread of the virus.

We continue to remind all of our colleagues of the importance of hygiene good practice and, working with key suppliers, we have introduced cleaning materials across all of our sites. In addition, as with the main customer touchpoint areas, we are also increasing the frequency of cleaning within driver cabs and other areas our staff come into greater contact with.

  1. I have a Direct Debit Ridacard – can I pause this if I need to stay at home (self-isolate) or work remotely?

We are facing testing times as a business and are doing everything we can to keep connectivity of critical services running through the vast majority of our network for key workers and essential travel.

We do not have the capability to pause or suspend our Direct Debit Ridacard product but you may cancel your card and subscription.

If you wish to cancel your direct debit Ridacard, please email with a note of your Unique Reference Number (6-digit number on the front of your Ridacard, to the left of your photograph), your Ridacard number (the 8-digit number beneath the word “Ridacard”), your name, address and contact telephone number.

Emails to this inbox will be processed as soon as we can, but you will not receive a response. Any personal details you supply will only be used to identify your account, process your request and contact you if necessary regarding this.

If you choose to cancel in this way,

  • Cards will be cancelled immediately and will not be accepted for travel on our services.
  • Any subscription payments which are not due within the next 7 days will be stopped.
  • If you have a payment due in the next few days, we recommend you also cancel the direct debit mandate with your bank.

For refunds of any associated credit balances, this is likely to take us longer than usual to process – we initially anticipate that this may take at least one month but may take longer. Refunds once processed will be credited directly to the originating bank account where available, or otherwise will be made by cheque and posted.

  1. I have m-tickets which have expired – can I get a refund?

M-tickets are digital products which we are able to manage remotely. If you have any m-tickets which have expired on or after 23rd March 2020 owing to the 180-day validity, please drop us an email with the details and we can reinstate these tickets.

The easiest way to do this is within the app, which will allow us to more easily locate your account. From the sidebar menu, go to “Contact”, followed by “Contact us by email”.

  1. I have left an item on the bus, how do I get this back?

In light of the government advice, our Lost Property department is now closed to the public. All non-perishable items will be kept safe until the department reopens. When the department reopens to the public, we will announce this on our website and social media platform.

  1. What contingency measures do you have in place if this continues?

Our team are closely monitoring the current situation and taking advice from Scottish Government and industry bodies including the Confederation of Public Transport. Our priority is to protect the safety of our customers and our colleagues. In addition, we will continue to liaise closely with Scottish Government and public health authorities on any further steps we are required to take.