Customer Service Guide
Our Customer Service Guide provides information for key stakeholders, organisations and support groups to assist in their communications about the Young Persons’ Free Bus Travel Scheme with customers and clients and can help stakeholders advise on questions they may receive.
Introduction
The aim of this guide is to provide information for key stakeholders, organisations, and support groups to assist in their communications about the Young Persons’ Free Bus Travel Scheme with customers or clients.
This guide provides key information and links to help you when advising people about the scheme.
Overview
The scheme was launched in January 2022 to help make public transport more affordable and accessible to Scotland’s young people. Access to free bus travel can improve opportunities in various areas, such as education, leisure, and work. Free bus travel also enables young people to travel more sustainably.
The scheme is accessed through the National Entitlement Card (NEC) or Young Scot NEC and applies to those who are aged 5 to 21 and live in Scotland.
You can direct young people and families to freebus.scot to find out more about the scheme.
Eligibility
Anyone aged 5 to 21 that lives in Scotland for at least six months of the year is eligible for free bus travel.
Children aged under five years do not need a card as they already travel for free on commercial bus services across Scotland.
Already have a disabled persons’ NEC?
If someone already has a disabled persons’ card, it is their choice whether to keep this or change to the Young Persons’ free bus travel scheme.
Some local council areas provide discounted travel on rail, tram, or subway with a Disabled Persons’ NEC, but this is likely to need renewing more often. Currently, a Disabled Persons’ NEC is valid for up to three years. Further information on the Disabled Persons’ scheme can be found on our website.
Please note, if someone has a Disabled Persons’ NEC which allows a companion to travel for free with them, they should not change to the Young Person’s scheme as this scheme does not allow anyone to travel with them for free.
Which card to apply for
Some NECs look different depending on the cardholders age and what they use it for.
Those aged 5-11 will use a photo-less NEC. Those aged 11 and older can choose to apply for the Young Scot NEC or a standard NEC. If they choose a Young Scot NEC, it can be used to save money with in-person and online discounts. It also acts as proof of age. More information can be found on the Young Scot website.
How to apply
A parent, guardian or carer must apply on behalf of 5 to 15 year olds and provide approval for them to travel for free by bus. For children turning five, applications can be made as early as two weeks before their fifth birthday.
Young people aged 16 to 21 should apply themselves.
If additional support is required with the application, the applicant should contact their local council.
There are different ways someone can apply. These are:
- Online
- Through the local council
- Using parentsportal
- The Transport Scot Pass Collect app
Online
Applications can be made online at getyournec.scot using a phone, tablet, or computer with a camera or webcam.
Through the local council
To apply in person, the applicant should contact the local council.
The local council will accept a wider range of documents than online applications and will be able to explain about the other ways to apply which are available in that area.
Using parentsportal
The following local councils use parentsportal:
- Aberdeenshire
- Angus
- Comhairle Nan Eilean Siar
- Dumfries and Galloway
- Dundee City
- East Dunbartonshire
- East Lothian
- East Renfrewshire
- Falkirk
- Fife
- Glasgow City
- Inverclyde
- Moray
- North Lanarkshire
- Perth and Kinross
- Renfrewshire
- South Ayrshire
- South Lanarkshire
- West Dunbartonshire
- West Lothian
This can provide an easy way for parents, guardians, and carers to apply for free bus travel for their child. To apply using parentsportal, the child must be enrolled in school and the local council should already use parentsportal.
Visit parentsportal.scot to find out more.
The Transport Scot Pass Collect app
The Transport Scot Pass Collect app allows most people who already have an active NEC, and are aged 16 or over, to collect free bus travel and add it to their existing card.
More information about how the app works can be found on the Free Bus website’s Transport Scot Pass Collect App page.
Please note that a physical NEC must be used to access free bus travel.
Proofs
To make an application, several proofs must be provided including:
- proof of identity
- a recent photograph (if the card is for someone aged 11 or over)
- proof of current address (and child’s address if applicable)
- proof of relationship (if applying for a child under 16)
More information about what proofs are required when making an application can be found on the Free Bus website.
Renewing or replacing cards
A NEC can be replaced or renewed through the local council or online at getyournec.scot. Replacements are free of charge.
Please note, when a new card is issued, the old card will automatically be set to stop working and can be disposed of.
Using the card
The cardholder should have their card with them when they travel. When they get on the bus, they should tell the bus driver where they are going and tap it on the electronic card reader to use it.
The card should only ever be used by the person it has been issued to and it should not be given to anyone else. Only the most recently issued card should be used on the bus - older cards will not work.
Where cardholders can travel
The National Entitlement Card provides free travel throughout Scotland on nearly all local registered and long-distance scheduled bus services. Only a few services do not accept the card (such as premium-fare night buses, tours/excursions, and group hire services). The cardholder should contact their transport provider before travelling if they have any questions.
Looking after the card
The cardholder should take good care of their card. If they forgot it or it gets damaged and does not work, they will need to pay the fare.
Any changes of circumstances which may affect entitlement, including changes of address, should be reported to the local council. The back of the card will have the correct phone number.
Contact details and further information
Transport Scotland manages the policy and some parts of the delivery of the National Concessionary Travel schemes (like repaying bus operators).
The Improvement Service manages applications made through getyournec.scot.
Local councils manage all other applications.
Applying, renewing, or replacing a card
- help with online applications through getyournec.scot
- help with parentsportal.scot
- for help with other applications, contact the local council
For information about eligibility criteria, the offline application process, and how to report lost or stolen cards contact the local council.
General enquiries
For general information and further questions on the scheme, email Transport Scotland at concessionarytravel@transport.gov.scot or write to us at:
Concessionary Travel and Smart and Integrated Ticketing
Transport Scotland
George House
36 North Hanover Street
Glasgow
G1 2AD
Stakeholder resources
Further collateral can be found on the resources page of freebus.scot. This includes helpful toolkits, guidance, posters, social media assets and more – all available to help stakeholders promote free bus travel and share information about the scheme.
Bus operators
Any questions about individual bus routes, services, or journeys should be sent to the bus operator directly.