Contact customer services

You can get in touch with us in the following ways:

If you just have a general question, we may already have the answer in our Help section.

If your enquiry is about Lothian Buses, please visit the Lothian Buses website.

However you get in touch with us, we take all feedback seriously, so we can improve our services. If you have requested a reply, we’ll do our best to get back to you just as soon as we can. Please allow up to 10 working days for us to investigate and respond.

If your complaint or comment relates to a specific incident – for example, on a particular tram – please provide as much information as you can, as soon as possible after the incident. Knowing all the details such as date, time and location of incident, tram fleet number and where you're travelling from and to will speed up our investigations. If you bought a ticket to use on the tram, most of the details will be on there. The 3 digit tram fleet numbers are on the inside and outside of the tram. Or if you supply a Ridacard number, we can usually track your journey that way. Of course, as well as complaints we welcome commendations about staff who have gone the extra mile too.

If after contacting us you’re unhappy with our response, you can contact Bus Users Scotland:

Bus Users Scotland
Hopetoun Gate
8b McDonald Road

Call us

Call us

For complaints, comments or general feedback about our services, you can reach our dedicated Customer Services team from 8.30am to 5pm, Monday to Friday.

Call 0131 475 0177

Calls may be recorded for training and monitoring purposes.

Other numbers
Bus and Tram times & information 0131 555 6363
Lost Property 0131 475 0652
m-ticket Helpline 0131 475 0110
Dedicated Ridacard Helpline 0131 475 0655
Edinburgh Bus Tours 0131 220 0770
Group Travel Hotline 0131 556 2244
Depot Reception 0131 338 5760
Recruitment 0131 338 5771
Tram emergencies 0131 622 8969

If you need to report a lost Ridacard, please visit one of our Travelshops

For direct debit enquiries, please use our contact form below.

If you have a question about our m-ticket app, you can use our contact form, phone us using the Helpline number above or you can visit the Waverley Bridge or Hanover Street Travelshops in person.

Email us

Email us

To make a complaint or to just give us feedback on our services, please complete our customer service form. Fields marked with an asterisk (*) are mandatory.

Your details

A contact number and email address are helpful in case we need to get in touch with you and ask for more information about your query or complaint. If you are contacting us about an m-ticket query, please use the email address and mobile number registered to the account.


Your Ridacard number may help us investigate your query or complaint. The number is located on the top left hand corner of the new white and grey ‘Transport for Edinburgh’ style cards and in the bottom right hand corner of the older style GoSmart cards.

Ridacard, latest version.Ridacard, previous version.

Details of the tram you were on:

If you paid a cash fare, you can get most of the information we ask for below from your tram ticket.

2000 characters remaining

Edinburgh Trams respects your privacy and will use the data you provide here for the purposes of investigation and correspondence only. You can view more information on Data Protection and Privacy or view our Ridacard Terms and Conditions.

Write to us

Write to us

Alternatively, you can send us a letter at:

Edinburgh Trams
Customer Services Department
55 Annandale Street

Frequently asked questions

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