City Link 

Bought 2 tickets in advance. Bus could not be tracked via their app. Bus vanished. No refund cos they had no update information. Like every other mode of transport in Scotland a total cluster show. Use public transport? Are the having a giggle? No chance

Scottish Citylink at Dundee. Long delays, nothing on notice board, no information given by staff who didn't seem to care, Information Centre closed at 11.00am in the morning. After half an hour waiting I ended up running for a train. Shocking service and never again.

Was coming from Edinburgh, currently on the 900 going to Glasgow, bus driver attitude was stinking was going up the stairs to get a seat and he pulled the break so meant I fell going up the stairs, my other half was not impressed. Very poor customer service I would recommend they get training as he was cheeky to my daughter as well who has learning really disgusting

Booked 4 tickets in advance to Inverarey blues festival. Website is a shambles, extremely difficult to use. We had two small dogs, unaware that this company will not allow pets to board. We had read that this is up to the drivers discretion, he stated otherwise, I think it is shocking that this mixed info is available. Now we are finding out that we will not be able to get a refund for these tickets. Driver was rude and unapologetic. AVOID.

AVOID, AVOID, AVOID!

Booked and paid for 4 return tickets Glasgow to Edinburgh with return journey catching the 21:04 from Princes St. Arrived at stop 15 mins early and watched as our booked bus sailed past saying full! Next bus was 21:34 which finally arrived half an hour late. By now there were plenty of people waiting. He only let 6 people on then refused anyone else. He refused to leave until everyone else was off stating he can't have people standing on the motorway! Glasgow has plenty of bus services that take the motorway with people standing! He even agreed that Citylink were rubbish and that a booked ticket does not guarantee a seat! He said we had more luck getting on at the bus station but this was a 20 min walk away so risks missing next bus doing so.
We then waited for the 22:04 bus. This did not appear at all (now many people keeping a close eye out for it) yet the tracker app stated it had passed our stop! It most definitely had not! In the hour and a half we stood waiting for a but, we counted 5 Citylink 900 service busses on the opposite side of the road heading up to the bus station. Out of these 5 busses, one sailed past saying full and another only let 6 passengers on. There were no more.
We ended up having to walk to the train station, pay extra for tickets to Glasgow £14.70 each then get a taxi home from Glasgow as we were now too late to catch our local bus. Another £10 each! Avoid this company like the plague! Drivers have don't care attitude and if you don't have the extra funds to pay for a train, Citylink will gladly leave you stranded! 🤬

Paid for a single from Glasgow Ski Crossroads to Glasgow through CityLink. This is a very isolated spot. Bus never turned up. Waited for over an hour past due time. I had walk back up to the ski centre and make alternative arrangements. Made a complaint with CityLink and they refused responsibility as the journey was supposedly operated through a sub-contractor. They said they’d look into this case to find out what happened. That was on the 21st April 2023. 15 weeks ago. Still no sign of an explanation or a refund.

Their continued response? Nothing to do with us guv, it was a subcontracted coach. Soon as we chase it down, we’ll let you know…

The fact that the ticket was purchased through CityLink therefore CityLink are contractually responsible for the services I paid for completely escapes them.

Beyond useless company and customer service.

I have been a frequent traveler with Scottish Citylink and overall, I have had a positive experience with their service. The staff members are consistently friendly and professional, demonstrating a high level of training in most areas. However, I do believe there are a few areas that could benefit from improvement.

One aspect that could be enhanced is the training provided for wheelchair space. While the staff members are generally well-versed in their responsibilities, I have noticed that wheelchair space training could be performed more regularly. It is crucial for the staff to be knowledgeable about the specific needs and requirements of passengers with mobility challenges to ensure a smooth and comfortable journey for everyone.

Additionally, I would appreciate it if the staff received training on how to identify and assist passengers with neurodiverse conditions. It is important to create an inclusive environment where all passengers feel comfortable and supported. By equipping the staff with the necessary knowledge and skills to interact with neurodiverse individuals, Scottish Citylink can further enhance the overall travel experience for these passengers.

One area where I have noticed room for improvement is the maintenance of some vehicles stored and operated by the yard in Kilmarnock. While the majority of the fleet is kept up to a high standard, I have encountered instances where certain vehicles appeared rusty and not very well maintained. Ensuring the consistent upkeep of all vehicles would not only improve the aesthetic appeal but also enhance the overall safety and comfort of the passengers.

On a positive note, Scottish Citylink provides a good online booking system, which is particularly useful for wheelchair users. The ability to reserve a wheelchair space when booking a ticket online demonstrates the company's commitment to accessibility. This feature enables passengers with mobility challenges to plan their journey in advance, ensuring a seamless travel experience.

The stance staff at Scottish Citylink are commendable for their friendly and informative approach. They consistently go the extra mile to assist passengers in all aspects of their journey and even act as mediators when issues arise with other operators. However, I believe it would be beneficial if the stance staff could provide more detailed information about the reasons for delays. This level of transparency would help passengers better understand the situation and alleviate any frustration or confusion.

I would like to mention a few standout staff members who have consistently provided excellent service. Shela, located at Dundee, has been particularly helpful and friendly during my travels. Additionally, there is a gentleman in Glasgow whom I have affectionately nicknamed Isa, and he has always been attentive and accommodating.

In conclusion, Scottish Citylink generally offers a positive travel experience with friendly and professional staff. While there are areas that could be improved, such as more frequent wheelchair space training, enhanced training on neurodiverse conditions, and better maintenance of some vehicles, the company's online booking system and helpful stance staff contribute to an overall satisfactory journey. With continued efforts to address these areas for improvement, Scottish Citylink has the potential to provide an even better service to its passengers.

All thought the bus is good but they should restrict passengers to eat Vimal and tabacco Products Inside the bus.
It was very uncomfortable for me in journey.
Over all I couldn’t enjoy my journey

Waiting for the 12-10 city link bus it came at 18 past 12 and went sailing past me without stopping very up set as I had a appointment in Inverness

booked onto the 7.15 bus from Edinburgh to glasgow, and arrived in plenty of time. The sign said next bus at 7.30 so I assumed some kind of delay, right up until it pulled away at 7.15.
citylink then refused to allow me to catch the next bus with my ticket.
This made me miss my connecting bus to glencoe, and once again they refused to allow me to catch the next one.
completely unhelpful, obstructive and deliberately difficult.
There was plenty of room on both of those busses, but why let someone on when you can fleece them for another ticket?
Bunch of absolute lower colons.

The price they want for this pigpen ride is to funny. No air conditioning, during a storm all the windows was fogged, absolutly NO airflow. Dirt, garbage on the floor and the seat are sticky with sweat. Literally f****disgusting. WIFI not working, USB has seen better times. First and last time I use this service.

Awful service. Booked tickets for service 900. The bus didn't stop and had a sign showing full. Missed my appointment because of this. I contacted CityLink only to be told booking does not guarantee a seat on the bus. They also stated that they are sure I would have got on the next bus and would not refund the booking fee. Absolutely no apology or acknowledgement of fault. In fact I feel their comment about being sure we would have got on the next bus is passive aggressive. And nothing to do with the fact I booked and the contract was not fulfilled. Travellers beware.

Took nearly 1 hour to get the bus started and had to switch buses and we were late to our destination and the bus is like a sauna ffs get your stuff together

The worst bus service in the whole damn world. Would rather sit on top of a bus in Mumbai and risk my head being decapitated. NEVER EVER on time. Every single trip with this cabbage brained company has been late by over 30 minutes

A visitor to Scotland who wanted to visit Glencoe for a few hours, and whom I had chatted to briefly while waiting for the early-morning 916 bus was refused entry because she had not booked - how are folk (especially tourists) supposed to know it’s a booking-only service? It was particularly galling, as the bus remained only half full, and the driver must have known the number of seats booked for Glencoe. And then he inconsistently let three people who had NOT booked on at Tyndrum. I felt really vexed for the disappointed tourist left behind in Glasgow.

We booked the bus, waited at the bus stop for 30 minutes, stood and waved at the driver. They drove past us completely! Leaving us stranded in the middle of nowhere.

Awful! Refused entry to toilet… twice even though I had no cash and asked politely. Finally got in by going to to information desk who hollered across the concourse to “let him in!” How humiliating! Such is customer service in Buchanan Street Station!

I pre-purchased a bus ticket from Stranraer to Glasgow. The bus was delayed 80 minutes. We had to make other arrangements (for obvious reasons) and they will not refund me the almost £30 I paid for the ticket. They said it was delayed because the ferry was delayed. Why do the hold up customers based solely on the ferry delays? We didn’t ride the ferry and needed to get to the airport. I would never recommend them. No wonder they have so many bad reviews.

Wayne was amazing helping both myself and my father get safely on board and helping my sister days prior when she missed her bus and he got her on another only minutes later. He is a truly lovely guy and it’s people like him that really make this stressful travel so much easier, thank you.