Contact customer services

You can get in touch with us in the following ways:

If you just have a general question, we may already have the answer in our Help section.

If your enquiry is about Edinburgh Trams, please visit the Edinburgh Trams website.

However you get in touch with us, we take all feedback seriously, so we can improve our services. If you have requested a reply, we’ll do our best to get back to you just as soon as we can. Please allow up to 10 working days for us to investigate and respond.

If your complaint or comment relates to a specific incident – for example, on a particular bus – please provide as much information as you can, as soon as possible after the incident. Knowing all the details such as date, time and location of incident, service, bus fleet number and where you’re travelling from and to will speed up our investigations. If you bought a ticket on the bus, the details will all be on there.  Or if you supply a Ridacard number, we can usually track your journey that way. Of course, as well as complaints we welcome commendations about staff who have gone the extra mile too.

If after contacting us you’re unhappy with our response, you can contact Bus Users Scotland:

Bus Users Scotland
Hopetoun Gate
8b McDonald Road

Call us

For complaints, comments or general feedback about our services, you can reach our dedicated Customer Services team from 8.30am to 5pm, Monday to Friday.

Call 0131 554 4494 and select option 2

Calls may be recorded for training and monitoring purposes.

Other numbers
Bus and Tram times & information: 0131 555 6363
Lost Property: 0131 475 0652
m-Ticket Helpline: 0131 475 0110
Dedicated Ridacard Helpline: 0131 475 0655
Edinburgh Bus Tours: 0131 220 0770
Group Travel Hotline: 0131 556 2244
Administration: 0131 554 4494
Recruitment: 0131 558 8011

If you need to report a lost Ridacard, please visit one of our Travelshops

For direct debit enquiries, please use our contact form below.

If you have a question about our m-ticket app, you can use our contact form, phone us using the Helpline number above or you can visit the Waverley Bridge, Hanover Street or Haymarket Travelshops in person.

Write to us

Lothian Buses
Customer Services Department
Annandale Street