When you get your card
Please check that the photograph and personal details on your new card are correct. If any are not, or if this card is for someone who is no longer at the address, telephone the number on the back of the card to report this. If your new card replaces an existing card, you need to start using it immediately and destroy any old cards you have as these will not work on the ticketing machines.
Using the card
Your card has been issued to give you free bus travel throughout Scotland under the concessionary travel scheme. In some areas your card may get you discounts on other modes of transport depending on where you live. For information and advice on local non-bus concessions you should phone the number on the back of your card. It is possible to book in advance with your National Entitlement Card but you may incur a booking fee. Some bus operators may waive the fee, check before you book.
If you are looking to book a National Express service, you may have to pay the fare up front at the time of booking and claim a refund from their Customer Services Centre. Further information can be obtained from National Express.
This card has been issued to you and should only be used by the eligible person named on the card. It is for your safekeeping and it should not be given to anyone else. Transport Scotland has a fraud policy and any person(s) found to be misusing any aspect of the scheme may have their entitlement to free bus travel withdrawn and incidents of misuse may also be reported to the Procurator Fiscal.
Cardholders also have a duty to report any changes of circumstances which may affect their entitlement, including changes of address, to the local authority. Check the back of your card for the right number.
Full details of the NEC terms and conditions
Travel using a National Entitlement Card is subject to the normal regulations and conditions of carriage of each transport operator. Your card gives you the same rights as a full-fare paying passenger.
Travel outwith Scotland
Your National Entitlement Card is not valid for travel outwith Scotland, however, you can use it on services to and from Carlisle and on services to and from Berwick-upon-Tweed from anywhere in Scotland. Please note that your card is not valid for travel within these towns.
Lost, stolen and damaged cards
If your card is lost, stolen or damaged you should contact your Local Authority to request a replacement. This applies to all cardholders whether your card is issued on grounds of age or disability.
If you change address, phone the number on the back of your card to let your card issuer know. However, if you move to another Local Authority to live you must also let the new authority know.
For any questions please contact the number printed on the back of your card.
Renewing and replacing cards
Contact your Local Authority or Strathclyde Partnership for Transport (SPT) Travel Card Unit if:
- your National Entitlement Card is lost, stolen or damaged
- the card did not work when you used the ticket machine
- you want to change your name, address or photo
Your National Entitlement Card may have an expiry date on the front. If you're 60 or over, your new card won’t have an expiry date on it and is valid for life, providing you continue to live in Scotland.
If you have a card on grounds of disability, it will have an expiry date - your Local Authority or SPT may be in touch 4-6 weeks before the card runs out. If you don't hear from them, or need assistance renewing your card, contact them directly.