Reporting misuse of the Concessionary Travel Schemes

Transport Scotland operates a zero‑tolerance policy towards fraud. We are committed to maintaining best practices to detect, investigate, deter, and prevent any potential fraudulent activity.

The use of smart technology on Scotland’s buses, combined with Transport Scotland’s systems and processes, strengthen the ability to identify, monitor and manage potential misuse of the Concessionary Travel Schemes.

Incorrect fare recording

When a National Entitlement Card is placed on the ticket machine, the boarding stage is automatically recorded. To receive the correct reimbursement for the journey, the driver must accurately record the requested destination stage. While this data forms the official record of the journey, all concessionary claims are subject to thorough audit compliance checks before any reimbursement payment is issued.

The National Concessionary Travel Schemes legislation does not require paper tickets to be issued to cardholders for concessionary travel journeys. The issuing of paper tickets to passengers is an operational decision at the discretion of the bus operator.

To enable Transport Scotland to investigate any reported cases of suspected incorrect fare recording, we require your card number along with other relevant journey details.

Should you have any concerns about misuse of the Concessionary Travel Schemes, you can report these to our 24 hour dedicated freephone line 0800 328 5690. 

Alternatively, contact us directly by emailing concessionarytravel@transport.gov.scot