Service Updates

Coronavirus (COVID - 19) Advice and FAQs

Our commitment to your safety and well-being

We know that there are lots of concerns about the current serious situation and the uncertainty that everybody is feeling at this time.  Our first priority is to protect the safety of our customers and our people.

We wanted to reassure you that our expert teams are following the very latest advice from the Government and public health authorities regarding coronavirus (COVID-19).

The advice from the government is that people can continue to use public transport and our services are continuing to run to their planned timetables.

We already have well-established and rigorous cleaning regimes for our buses, coaches and trams, and we are continuing to enhance the measures we have in place in response to the developing situation with more regular cleaning of the main customer touch-points such as hand poles and grab rails.

Government and public health advice continues to be that the most effective measure that people can take to protect themselves and others from the virus is to regularly wash their hands for 20 seconds with soap and water, or use a hand sanitiser gel if soap and water isn’t available.  We have issued detailed and regular reminders to our own teams about hygiene good practice and the importance of hand washing and we know that our customers will also be following this advice.

We have provided below a range of commons questions about travelling on our services.  For more information on coronavirus, visit https://www.nhs.uk/conditions/coronavirus-covid-19/

Q. Can I continue to travel on your services?
The advice from the government and public health authorities is that people can continue to use public transport as normal and our services are continuing to run to their planned timetables. You only need to stay away from public places (self-isolate) if advised to by the NHS 111 online coronavirus service or a medical professional.

Q. Are all coach services continuing to run as normal?
Yes. Our services are continuing to operate according to their regular timetables.

Q. Are there any extra measures I should take whilst travelling?
As advised by the NHS, people should follow simple measures to stop viruses like coronavirus spreading:

Q. Are you carrying out additional cleaning on your services?
We already have well-established and rigorous cleaning regimes for our buses, coaches and trams, and we are continuing to enhance the measures we have in place in response to the developing situation with more regular cleaning of the main customer touch-points such as hand poles and grab rails.

We are also providing additional cleaning materials such as personal hand sanitiser for frontline employees, as well as extra cleaning materials for depots and other work areas, and are issuing detailed and regular reminders to our teams about hygiene good practice.

Q. Shouldn't you be banning the use of cash on your coaches as it can carry the virus?
If you don't feel comfortable using cash right now we do offer other ways to pay for your travel. You can use contactless payment on the coaches, reducing contact between you and the driver. You can also buy your tickets in advance on our website.

Q. I can't pay contactless, I only have cash, will your driver take my money?
Yes, our drivers are still accepting cash but another option for you, if you don't have contactless, may be to buy your ticket in advance on the Citylink website. Any reduction in contact between drivers and customers is a benefit at this time.

Q. Will you be providing hand sanitisers on your coaches?
We are carrying out additional cleaning of the main customer.touch points on our buses and reminding customers of the important of hygiene good practice.  We are not currently looking to roll out hand sanitisers on our services.

Q. What steps are you taking at bus stations and travel shops?
We are also enhancing the cleaning regimes at the bus stations and travel shops we operate, and as with our bus and coach services, we are focusing on the places our customers come into more contact with.

Q. How are you protecting your staff, such as drivers?
We have provided all of our frontline teams with personal hand sanitiser and are reminding everybody of the important of hygiene good practice.  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.

Q. If I decide not to travel with a pre-booked ticket, can I get a refund?
We have temporarily revised our refund policy. If you no longer wish to travel between now and 16th April we will honour a change to your booking, free of charge, regardless of ticket terms and conditions. You will be able to amend your journey anytime within 12 months, simply contact or customer service team either by email info@citylink.co.uk or by calling 0141 352 4444, our lines are open 08:00 – 20:00, 7 days a week. Please note that our customer services are likely to be very busy, so please do bear with us.

If your journey is cancelled directly by Scottish Citylink a full refund will be issued.

Q. What contingency measures do you have in place if the spread of the virus continues?
We have in place a dedicated team which is closely monitoring and managing the current situation. Our priority is to protect the safety of our customers and our own employees.

Q. What is your refund policy if I need to self isolate/work from home/or I need to look after a dependant?
You can view details our our current refund policy here as it varies depending on the ticket you have . We're continuing to take out lead from the Govenment and Health Organisations, who at this stafe are not advising against Public Travel.