Coronavirus Update Close

National lockdown restrictions are in place across England. Until 2 December, you should only travel for work, education or other permitted reasons. From 2 December England will be returning to a 3 Tier System. Find out more about local restrictions.

A tiered system of protection levels is in operation across Scotland. So, if you need to travel, make sure you're up-to-date with what's happening in your area by checking the local government guidance.

We've put in place measures to allow you to travel safely including limiting available seats on buses and enhanced cleaning. Unless you’re exempt, you must wear a face covering throughout your journey. Please avoid busy times, use contactless payment where you can, keep your distance and take your litter with you. Stay up to date on our Coronavirus page.


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Stay safe when you're travelling on our services

Last Updated 18 November 2020

From Friday 20 November, some areas of Scotland will move into Protection Level 4 including East Ayrshire, South Ayrshire, City of Glasgow, Renfrewshire, East Renfrewshire, East Dunbartonshire, West Dunbartonshire, North Lanarkshire, South Lanarkshire, Stirling and West Lothian.  These restrictions will be reviewed by Scottish Government on 11th December 2020. 

If you live in a level 4 local authority area you should: 

  • avoid any unnecessary travel out of the area 
  • Keep journeys within the area to a minimum

If you live in a level 3 local authority area you should: 

  • avoid any unnecessary travel out of the area 
  • if you have to travel for essential purposes, follow the guidance on travelling safely 

Advice from the Scottish Government is currently that public transport should be used for essential purposes only and left for those who need it. 

We would like to reassure you that bus services will continue to operate to connect you to the people and places that matter most, for the most recent service updates and timetables please visit our service update page and enter your location. 

The safety of our customers and employees is our priority so, in line with government guidance, we’ve put in place measures to help you stay connected across Scotland. 

If you need to travel, make sure you're up-to-date with what's happening in your area by checking the local guidance on the Scottish Government Protection Level page.

Make a plan:

  • Allow extra time for your journey and try to travel at off-peak times, where possible.
  • Check our latest timetables before you travel.
  • Check our busy bus indicator on our mobile app to avoid busy services. The busy bus indicator is there to help you plan your journey while our buses have a reduced passenger capacity to allow for social distancing. 
  • The situation is changing all the time so make sure you're up-to-date with what's happening in your area by checking the local government guidance.
  •  If your bus  looks too crowded, please wait for the next one. 
  • Wash or sanitise your hands before  your journey. 
  • Face coverings are now mandatory on public transport , so unless you're exempt, please remember to bring one with you for your journey.   

  

At the bus stop:


Travelling Safely on our services

 

  • Keep a safe distance from anyone else in the queue. 
  • Leave plenty space for people to get off the bus before you get on.
  • Get ready to pop on your face covering. Remember if you’re at the bus station please have your face covering on at all times.
  • Pay by your smartcard, contactless card or smart phone where possible. Remember you can purchase your ticket in advance on our mobile app
  • To allow for social distancing buses will have limited capacity. If your bus has a BUS FULL sign please be prepared to wait for the next bus. 







On the bus:

Travelling Safely on our services

 

  • Wear a face covering for the duration of your journey. It’s an added level of safety for you, your fellow passengers and our drivers. Unless you're exempt, it is now mandatory to wear a face covering on all of our buses .
  • Only one person can sit in a double seat, unless you're with a member of your household. 
  • Open a window, if you can, this will help with ventilation. 
  • If you bring something on board, please remember to take it away with you, including masks/gloves, belongings and litter.  
  • Please comply with any instructions from your driver, they will always have your safety and well-being at heart.
  • If you think your bus was too busy to allow for social distancing at 1m, fill in one of our feedback forms


Paying for your journey:

Payment Options

 

  • You can  buy tickets in advance from our    online shop and on our  mobile app. 
  • You can  also use contactless payment methods on all our buses.
  • If you only have cash, please try to have the exact fare. 


 

FAQs


Q. Are you still running revised timetables? 

A. For now, yes we are continuing to run our revised services and our focus is making sure that those who have to make a necessary journey are able to get to where they need to go. 

Q. Where can I find your revised timetables?  

A. You can find timetable information for your local area on our website under “Service Updates”. Please know we’re constantly reviewing these so keep checking to make sure you have the most up to date information.


Q. Are you increasing the number of services you operate and when will you be returning to your normal timetables?

A. We’re monitoring the numbers of people travelling and where possible we’ll try to add extra buses at busy times. We’re also working closely with government and local authorities on plans to increase the level of bus services as restrictions are eased and more people need to use our services. If you've used the service recently, let us know how we did by giving us some feedback

Q.  Are your travel shops and ticket offices closed? 

A. Yes, in line with the latest advice from the government. Customers who still need to make necessary journeys can continue to pay by contactless or by using the exact change (if possible) on our buses. 

Q. Are you only accepting contactless payments now?

A. We’re still accepting cash on our buses but as this puts you and our drivers at higher risk of spreading the virus, we’re encouraging customers to pay by contactless wherever possible. Tickets can also be bought in advance online or on our app. 

Q.  Do I need to have the exact fare if I pay by cash?

A. We are still offering change on all services in Scotland if you do have to pay by cash, but would request the use of exact fare, if possible. 

 
Q. Will you still let people travel even if they don’t have the exact fare? 

A. People should always have a means of payment for their bus journey and we’re happy to accept cash or contactless card payment. Our drivers have been briefed on assisting those who are vulnerable and will make sure no-one is left stranded. 

 

Q. I’m working from home/self-isolating or I need to look after a dependant, can I get a refund on my ticket? 

A. If you'd like to talk with us about a refund about any of our tickets, please use our refund request form.   

We’re currently really busy with lots of customer requests and it’s taking us up to 28 days to respond and process refunds so we would ask you to be patient.  All of our refund requests (however you send them in) go into the same queue. We’re prioritising by the date we receive them, so please avoid getting back in touch before 28 days has passed as it just slows things down for everyone. View our standard refund policy in section 13 of our online terms and conditions


Q. What are you doing to help customers socially distance on your services?

A. All of our buses are fitted with protective screens for the safety of customers and our drivers when boarding/alighting the bus. Some of the seats around the driver have been removed from use and we request that customers take responsibility for socially distancing themselves from other passengers.

We are closely monitoring the levels of use on the services, if you’ve been on board and would like to give us feedback it would be much appreciated.  



Q. Should I wear a face covering?

A. In line with advice from the Scottish Government you must wear a face covering when using public transport.  

Q. Will your drivers be wearing face coverings?

A. We provide face coverings and gloves for all of our staff to use on an optional basis. As all buses are now fitted with protective screens some drivers may choose to not wear a face covering.


Q Are you carrying out additional cleaning on your services? 

A. We already have well-established and rigorous cleaning regimes for our buses and coaches. Since March, we enhanced the measures we have in place with more regular cleaning of the main customer touch-points such as hand poles and grab rails with anti-viral products. We’re also giving additional cleaning materials such as personal hand sanitiser to our staff, as well as extra cleaning materials on board our buses. In some areas, you may start to see additional cleaning taking place throughout the day in bus stations and other interchanges.



If you have another question you can still get in touch with your local Stagecoach company.

 

Last updated: 12.30pm on 19/06/20