In line with the latest government guidance, we've put in place further measures in England to help customers practice social distancing. This includes limiting the available seats on buses.
Face coverings are compulsory when using public transport in England and Scotland. In Wales you must wear a 3 layer face covering on public transport and put it on before travelling unless you are exempt. It is also now compulsory to wear face coverings when using indoor public transport hubs in England only.
The safety of our customers and employees is our priority, so please avoid busy times, use contactless payment and take your litter with you. For up to date information see our Coronavirus page
Like many other businesses, we've now received the 'Good to Go' certification from Visit Scotland. This stamp of approval helps people recognise businesses adhering to government and public health guidance as well as those having carried out a COVID-19 risk assessment to check they have everything in place to reopen safely (or in our case to continue operating safely!).
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” or in the temporary timetable page. 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, but if you do have to pay by cash it would really help our drivers if you can have the exact fare, if possible.
Q. Will you still let people travel even if they don’t have the exact fare?
A. If you have to pay by cash, having the exact fare does help to reduce the level of cash our drivers handle on their daily shift You should always have a means of payment for your bus journey. Our drivers will assist 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?
Q. Should I wear a face covering?
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 so your driver may choose to not wear a face covering.
Q. The bus was showing a ‘Bus Full’ sign and the driver wouldn’t let anyone else on but there were still spaces on the bus.
A. The safety and wellbeing of our customers and staff is our priority and we’re following government guidance on social distancing on board our services. This means that there are limited spaces onboard to allow for social distancing and the driver will only be able to let a certain number of customers on the bus before turning on the BUS FULL sign, even though there are spaces still available.
We know that this may mean some customers may not be able to get on their usual bus and have to wait for the next service. We encourage you to plan ahead, avoid busy times if you can by using our Busy Bus indicator, be patient and consider others who may need to travel more urgently than you. You can give us feedback to let us know how busy your route is.
Q. I am exempt from wearing a face covering, do I need to prove this to the driver?
A. You do not need to provide any evidence of your exemption, however, if you would like to we recommend using the Thistle Assistance Card/App. There are many different types of journey assistance card - don't worry if you don't use the Thistle Card, our drivers will recognise the critical information from any journey assistance card to help you when travelling on our buses.
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.
Q. Do you provide hand sanitiser on your services?
A. We do not provide hand sanitiser on our buses or trams so it is important that you thoroughly wash or sanitise your hands before and after you travel.
If you have another question you can still get in touch with your local Stagecoach company.
Last updated 29/07/20 1200hrs