Travelling Safely FAQs

Our commitment to your safety and well-being

Q. What are you doing to help customers socially distance on your services?
A. So that our customers and staff can practise social distancing on board we’re limiting the number of people who can travel. We’re also advising customers about where to sit, which seats to leave free and asking them to wear face coverings, if they can, to help people travel safely. For those who have to travel, contactless is the preferred method of payment but if that’s not possible, we ask that only exact change is used to pay for your fare.

Q. What are the new guidelines you have introduced for social distancing?
A. We’re advising our customers to keep a safe social distance when queuing for the coach, letting others off before getting on the coach and using contactless or exact change to pay.  Once on the coach, one person per double seat, leave the seat behind and next to someone empty, and you shouldn’t sit directly behind the driver or rear facing seats that are directly opposite other seats. You can sit with somebody if they're in your household or bubble.

Q. Should I wear a face covering?
A.The Government has announced that wearing a face covering will be mandatory in Scotland when using public transport from 22 June.

If you are travelling with us to Belfast please note that from Monday 15 June Stena Line have advised that wearing a face covering will be mandatory on the ferry sailing between Cairnryan and Belfast. All passengers must wear a face covering when travelling through ports and on vessels.  Children under the age of three and individuals with a breathing condition, illness or disability that prevents or hinders them from wearing a face covering are exempt from this requirement.

Q. Will your drivers be wearing face masks?
A. Most of our drivers have a protective screen that acts as a barrier. Unless there is no protective screen or the driver needs to leave their cab, they must wear a face covering.

Q. If you’re allowing less people on the coaches, will there be more coaches on each route?
A. We’re closely monitoring the numbers of people travelling and where possible we’ll try to add extra coaches at busy times. We’re also working closely with government and local authorities on plans to step up coach services as restrictions are eased and more people need to use our services. The steps we’ve taken to keep our coaches safe does mean that capacity on individual vehicles will be significantly lower as we ease out of lockdown. We would therefore recommend you consider this in planning your journey and try to avoid traditionally busier times of the day. 

Q. How are you monitoring the number of people who can safely travel on your coaches? 
A. Our drivers will be monitoring the number of people travelling on the coach and once the coach is full, the destination board on the front will display a message saying ‘COACH FULL’.   We’ll be adopting a one-on, one-off policy so, once full, coaches won’t be able to stop at bus stops during the journey until a passenger gets off the coach. We will continue to monitor advance bookings and add additional resource where necessary. We are encouraging all passengers to book in advance of travel.

Q Are you carrying out additional cleaning on your services? 
A. We already have well-established and rigorous cleaning regimes for our coaches 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 with anti-viral products. We’re also giving 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. How are you protecting your staff, such as drivers? 
A. Keeping everybody as safe as possible is our absolute priority. We’re issuing face masks to those drivers who choose to wear them and we are in the process of having protective screens fitted on our coaches to provide a physical barrier between our customers and our drivers.  Other measures include additional cleaning of key touch points, displaying guidelines on social distancing and encouraging contactless where possible.   

Please don't travel if you fell unwell.

We’ve got the ‘We’re Good To Go’ official UK mark to show that we’re following Government and industry COVID-19 guidelines and have a process in place to maintain cleanliness and aid social distancing. Travel responsibly with Citylink.