Customer Relations

Ways to get in touch

Our Customer Relations team are here and are ready to respond to your questions and comments. Our normal opening hours are:

  • Monday to Saturday 7am - 7pm
  • Sunday 11am - 7pm

We will provide you with a personalised response within 24 hours but in most cases, much sooner.

If you need to speak to us urgently, we're available 24/7 on Twitter or via the tram stop help point.

For more information on Trams to Newhaven, click here.

Call us

Call us

Customer Relations 0131 475 0177

Other Numbers

Ridacard & Citysmart Help Line 0131 475 0655
mticket Help Line              0131 475 0110
Gogar Depot Reception 0131 338 5760
Careers                                    0131 338 5771
Media Enquiries 0131 338 5774
Emergency Line 0131 622 8969

Calls may be recorded for training and monitoring purposes.

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.

Text Us

Text ‘TRAM’ followed by your message to 82228.

Social Media

Twitter - We're available to talk to on Twitter 24/7


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

Edinburgh Trams, Customer Relations, 1 Myreton Drive, Edinburgh, EH12 9GF


Unresolved complaints 

In the unlikely event we have not been able to provide you with a satisfactory response, you can contact Bus Users Scotland who work with us to ensure complaints are handled efficiently and effectively:


Tel: 0300 111 0001

Write: Bus Users Scotland, Hopetoun Gate, 8b McDonald Road, Edinburgh, EH7 4LZ

Frequently asked questions

Want to know the tram route, where the stops are and how long the journey takes?
We've got the answers to your questions.

Read the FAQs

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