Home / Help & support

Explore

Your smoothest travel experience ever

Getting the coach is the simplest and cheapest way to travel around Scotland, and Citylink are committed to helping you plan ahead and travel with confidence. So, whether you’re new to catching one of our coaches, haven’t used public transport in a while or simply have some questions, check out a guide to our most useful information to keep you right when you're planning your coach journey.

Frequently Asked Questions

You are allowed one large suitcase or rucksack (75cm x 50cm x 32cm, no more than 20kg per item) and one small piece of hand luggage on board free of charge. Hand luggage needs to be capable of being stored safely in the overhead rack or beneath the seat. Additional luggage may be carried subject to accommodation being available within the vehicle and will be subject to a £5 charge per item.

We recommend that you purchase your ticket to travel and additional luggage online. You can add additional luggage to your journey on the ‘Luggage’ page during checkout. You can also purchase additional luggage directly from your driver or from any of our ticket offices on the day of travel (subject to availability).

Yes, all our coaches are equipped with toilet and washroom facilities.

Amending your ticket is easy! Simply log in to MyCitylink and go to 'My Active Tickets'. From there, you'll find alternative dates and times for your journey and can confirm any changes made. An updated ticket will then be sent to your email address. You can also contact our customer service team via Twitter or by emailing info@citylink.co.uk - changes to a booking must be made at least 24 hours before you’re due to travel with us.

An amendment fee (£1.50 per ticket) will apply for each change you make.

If your new journey is more expensive than the original one, you’ll also need to pay the difference between the two fares.

Please check your spam or junk email folders before contacting us. Your ticket will be delivered from tickets@citylink.co.uk

Yes, however, this will be subject to availability as services may be full of pre-booked customers, so it is always advisable to purchase your ticket in advance. We recommend buying your ticket online, but you can also buy a ticket by visiting our travel shops in Glasgow and Edinburgh or from a Citylink agent (Visit Scotland iCentre).

Yes if your request is made 24 hours before your departure time. If you’re a MyCitylink member you can change or cancel your ticket under 'My Active Tickets' on your dashboard. An administration fee of £5 per ticket will be deducted. You can also contact our social media team on Twitter or by emailing customer service info@citylink.co.uk – the team is available daily from 8am to 6pm.

Yes, subject to availability of accommodation, bikes in a box/bag or fitted with a bike sock will be carried on our coaches.

We have partnered up with HITRANS to pilot a scheme which now makes it easier to take your bike on a number of our services running in the Highlands. 

A maximum of two bike socks will be available for use on the following routes; Inverness/Portree, Inverness/Fort William and Inverness/Ullapool. Stops, where we can safely permit cyclists to board/alight, are listed here

You can take sandwiches, crisps, and hot drinks if they are in a cup or container with a secure lid, however we don't allow hot food onto our coaches.

We welcome all customers on Scottish Citylink services and do our best to assist those with walking difficulties or those who normally use wheelchairs.

If you normally use a wheelchair, we recommend that you book your coach travel online - this will provide you with the most up-to-date booking experience. If you need further information before you book your coach journey, please contact us either by calling or dropping us an email. We’re always happy to help!

Via email info@citylink.co.uk - emails are monitored 7 days a week, 8am to 6pm.

Animals, other than trained assistance dogs, will not normally be allowed to travel on our coaches. Trained assistance dogs should wear their harness or identification jacket whilst travelling. Exceptions will be made for small animals which are fully contained within a pet carrier. The pet carrier must be secured on the floor area of the coach beneath the passenger’s feet.

If travelling on our Belfast (923) service please ensure that you read and comply with Stena Lines conditions of carriage of pets.

I booked to travel on the coach and sail service, is the ferry included?
Yes, the ferry is included in the price.

Do I have to print my eTicket?
Stenaline prefers that you show a printed ticket when checking in, however, digital tickets will also be accepted.

It's not my name on the ticket, is that okay?
Yes, the name printed on the ticket is for billing purposes only. You won't be asked to confirm your name. 

Making your journey easy Assisted travel

We welcome everyone onboard our Citylink coaches. If you require assistance when travelling, we'll do everything we can to accommodate you.

Learn more about assisted travel

For media enquiries

For all media enquiries, please contact Stagecoach Group Communications on 01738 442111 or send us an email at media@stagecoachgroup.com. We operate an on-call service for all urgent out-of-hour media enquiries. To access this service, please call 08448 222888 and quote MEDIA 1. You can then leave a short message and the on-call press officer will return your call.

We're here to help

Check your journey, search FAQ's, view timetables and routes, or learn more about assisted travel with Citylink. It's time to get on the road again!

Our complaints procedure

Should you wish to make a complaint regarding any of our services or your experience with Citylink, please click here to email our customer service team.

If we are unable to resolve any complaint, you can raise your concerns with the Bus Users Scotland Hopetoun Gate 8b McDonald Road Edinburgh EH7 4LZ or alternatively e-mail: enquiries@bususers.org

Get on board Sign up for the Citylink newsletter

Stay connected and we'll update you on the best holidays spots and the latest news across the business to help make your Citylink experience even smoother.

Sign up here