What to expect when you visit our TravelHub.
As we gradually re-open our TravelHubs we are expecting that they will be busy, as people start to return to work and more people begin to make necessary journeys.
To ensure everyone’s safety, we have had to change the way in which we do things and we’d like to share what to expect before you visit us.
To begin with we will be open to Ridacard customers only, Monday to Saturday at Waverley Bridge from 9am to 5pm.
Before you visit us, please read our advice below:
- We can only have a limited number of customers in the TravelHub at any one time. When necessary we will limit the flow of people coming into our TravelHubs to ensure that they don’t become too congested.
- You may have to queue before you can enter the TravelHub. Social distancing markers will be placed outside to help you distance yourself from other customers – please maintain a safe physical distance at all times. Remember to bring an umbrella as you might have to stand outside if the maximum number of customers are being served inside the Hub.
- A member of our team will be on hand to greet you and ask you how we can assist with your visit to the TravelHub today. We may be able to answer your query on our doorstep and there will be no need to enter the TravelHub.
- Our Network timetable information is available through our app or Traveline Scotland. No printed timetables are available at this time.
- If you are looking to either restart or set up a new direct debit, please visit the TravelHub where our team can help you complete an application form, take your photograph and issue you with your new Ridacard. If you can, please download our application form and complete this prior to your visit. If you have previously held a Ridacard with us, please return this to the TravelHub when you visit.
- If you have an Annual, 9-month, weekly or 4 weekly Advance Purchase Ridacard – we will extend the validity of these tickets for Ridacards with valid products which customers have not used.
- Please observe all signage and follow the guidance in our TravelHub.
- Follow Scottish Government advice – You must wear a face covering when visiting us, unless you are exempt.
- A hand sanitising station will be available for use before you enter the TravelHub. We recommend washing or sanitising your hands thoroughly before and after you visit us at the TravelHub.
- You may be asked to queue inside before a member of our team is able to assist you. To help you, we have introduced floor markings and new signage to create a safe flow throughout the TravelHub.
- When you are in our TravelHub please wait to be called forward by a member of our team.
- If you are wearing a face covering and you are purchasing a new Ridacard. We will ask you to remove your face covering for a moment whilst we take your photograph.
- Avoid using cash where possible. Please use contactless or pay by card if you can.
- Please respect our Travel Advisors, we are all in this together.
- Think of others – Please be considerate of all our customers.
- We’re all in this together, stay safe
Frequently Asked Questions (FAQs)
Q. I’m returning to work – how can I get a new direct debit Ridacard?
A. Did you know we have various ticketing options available? Please take a look and see if direct debit still meets your needs.
If you are looking to either restart or set up a new direct debit, please visit the TravelHub where our team can help you complete an application form, take your photograph and issue you with your new Ridacard. If you can, please download our application form and complete this prior to your visit. If you have previously held a Ridacard with us, please return this to the TravelHub when you visit.
If you are looking to set up an annual, weekly or 4-weekly Advance Purchase Ridacard, please visit our TravelHub during opening hours where our team will be happy to help.
Q. I’m still paying for my Direct Debit subscription because I need to travel, but the Ridacard has expired – how can I get this renewed?
A. Our Waverley TravelHub re-opened on Saturday 11 July. Please visit our TravelHub during opening hours where our team will be happy to help.
Q. I’ve lost my Ridacard – can I get a replacement?
A. Our Waverley TravelHub reopened on Saturday 11 July. If you pop in to our TravelHub during opening hours and our team will be happy to assist you.
Q. I have an Annual, 9-month, weekly or 4-weekly Advance Purchase Ridacard – what happens to the travel I’ve paid for but cannot use?
A. We will make sure that you can use the travel that you’ve paid for.
For Ridacards with valid products which customers have not used, Lothian will extend the validity of these tickets. This extension will be equal to the difference in days between either the 24 March or the last usage of the ticket thereafter; and either the date you wish to start travelling on our services again, or the expiry of the product on the card – whichever is earlier.
To claim the extension, customers should take their Ridacard to a TravelHub, where our team can help you.
Q. I have a Direct Debit Ridacard – can I pause this if I need to stay at home (self-isolate) or work remotely?
A. We do not have the capability to pause or suspend our Direct Debit Ridacard product but you may cancel your card and subscription.
If you wish to cancel your direct debit Ridacard, please email email@example.com with a note of your Unique Reference Number (6-digit number on the front of your Ridacard, to the left of your photograph), your Ridacard number (the 8-digit number beneath the word “Ridacard”), your name, address and contact telephone number.
Emails to this inbox will be processed as soon as we can, but you will not receive a response. Any personal details you supply will only be used to identify your account, process your request and contact you if necessary regarding this.
If you have requested cancellation of your direct debit Ridacard, then your card and subscription will be cancelled as soon as is possible – understandably, our volumes for Ridacard cancellations are much higher than usual. For this reason, we also recommend that you cancel the Direct Debit instruction with your bank.
Given the high volume of requests, refunds of associated credit balances are also taking us longer than we would expect to process. We are also reliant on external parties for direct debit accounts and, in some cases, it is taking us up to 30 days to process these requests. Refunds are calculated as the time in days between you telling us you want to cancel your subscription, and the valid to date which was generated by your last successful payment. Once processed, refunds will be credited directly to the originating bank account where available, or otherwise will be made by cheque and posted.
Q. I have m-tickets which have expired – can I get a refund?
A. m-tickets are digital products which we are able to manage remotely. If you have any m-tickets which have expired on or after 23 March 2020 owing to the 180-day validity, please drop us an email with the details and we can reinstate these tickets.
The easiest way to do this is within the app which will allow us to more easily locate your account. From the sidebar menu, go to “Contact”, followed by “Contact us by email”.
Q. I need to renew my National Entitlement Card?
Following the temporary suspension of card production, and in line with safe social distancing measures, limited card production for National Entitlement Cards has recommenced from Monday 1 June.
Requests for replacements and renewals from existing cardholders are being processed.
Local Authorities are now accepting requests for renewals and replacements for lost, stolen or broken cards. Priority is being given to those in the over 60’s and disabled person’s Concessionary Travel Schemes. More information and advice on the national scheme can be found here on Transport Scotland’s website.