Coronavirus - COVID19: Service information

This page was last updated:25 November 2020 and will continue to be updated should any detail change. 

Who may and may not travel on our buses?
Government advice is to consider other forms of transport before using public transport and to travel safely.  People intending to travel should check the Scottish Government website first, click here.

There are currently no restrictions on passenger type and everyone is welcome on our buses if their journey is necessary, they follow government and First Bus guidance, and they are not feeling unwell.  Anyone who is suffering from coronavirus symptoms including a persistent cough or high temperature, should not travel, and should follow public health guidelines.

With operators and customers working together we will provide a bus network, for those who need it, that is safe and allows everyone to complete their essential journeys.

Who should be wearing a face covering?

The Government has stated that it is mandatory for passengers to wear face coverings while travelling on public transport.

You must wear a face covering when travelling on our buses unless you meet the exemption criteria set by the government. 

It is mandatory for all school children to wear a face covering on public transport unless exempt. Children under 5 are exempt from wearing a face covering.

• Click here to find out more information on face coverings and this information.
• Click here to find out how to make your own face covering.

Please note that those with an underlying health condition are not required to wear a face covering and are exempt. You may need to be prepared to let the driver know you are unable to do so. First Glasgow support the use of Face Covering Exemption Cards, which can be used to communicate the holder has a medical exemption. Please click here for more information.

What assistance is provided for disabled passengers?
Support for disabled passengers remains the same as before coronavirus, see here for more details ⇒

We offer our full support to wheelchair users who want to travel with us.  While many of our seats are blocked with signs or tape, our wheelchair spaces remain available. All our buses have a dedicated area for wheelchair users; other passengers are required to give up the space for wheelchair users. Please ask the driver for assistance if you require any help. If the driver needs to leave their cab to provide passenger assistance they will wear a face covering.

Wheelchair users have priority over everyone else for the use of the designated wheelchair space, since this is the only place in which they can travel safely.

• If the ramp is required please keep a 1 metre distance whilst the driver puts the ramp in place.
• The driver will keep the time they are within 1 metre of you to an absolute minimum.

Please watch our videos for information and advice for travelling on the bus during the coronavirus situation:
	Travel safely on our buses: Social distancing and travel information: Video ⇒
	Face coverings: Video ⇒
	First Bus App: Know where your bus is and how many seats are available: Video ⇒

What steps is First Bus taking to maximise social distancing, at stops and on board?
On our buses we are operating at a reduced capacity with around 1 in 2 seats being available. It is therefore likely that that you might see ‘Bus Full’ signs as some services reach their revised capacity more quickly.

If you are waiting at a bus stop and the bus drives past, it is likely it has reached its reduced seating capacity. If the bus does stop, but is near capacity, the driver will only allow one person to board for every person that gets off, so you may need to allow extra time for your journey and be prepared to wait. With the latest version of the First Bus App you can now track your bus live on a map and it also displays how many seats are available on each bus.

In addition, you will also see the measures we have in place to help you to adhere to social distancing guidelines. These include:

• Capacity signs by the entrance of each bus
• Seat signs and tape to clearly show where you should/shouldn’t sit to maintain a safe distance
• Reminders to be considerate of other passengers
• No longer allowing standing

Seat signs will show where you shouldn't sit:

Capacity signs by the entrance of our buses. This will show the maximum passenger capacity for each bus:

What should passengers do to socially distance, at stops and on board the bus?

	Only travel by bus if your journey is essential
	Plan your travel in advance, avoiding peak periods
	Wear a face covering when on board
	Sit in a window seat, leaving an empty row of seats in front and behind
	On our double deckers, consider sitting upstairs (if you are able)
	Pay with contactless or purchasing your ticket in advance on our Mobile App
	Use the correct change if you must pay by cash. We operate exact fare only (no change given)
	No eating or drinking while on board
	Leave windows open to aid ventilation

Please download the Protect Scotland app from NHS Scotland.

To help reduce the spread of coronavirus in Scotland we would like to encourage our customers to download NHS Scotland's Test & Protect app. Anyone aged 16 or over who lives in Scotland can use the app. The app will alert you if you have been in close contact with another app user who tests positive for coronavirus. And if you test positive, it can help in determining contacts that you may have otherwise missed while keeping your information private and anonymous.

How do I access the app?

The apps are designed to help us protect each other and reduce the spread of COVID-19. They can be downloaded from the App Store and Google Play.

Download the Protect Scotland App:

We use your feedback

Are you a key worker? Please tell us if you are concerned that our service changes don't meet your needs.

Key Worker Feedback »

Customer Services

You can contact our customer services team between 7am and 7pm, 7 days a week.

Contact us on Twitter @FirstInGlasgow

Please be advised that our operators may be busy due to increased volume of enquiries but will do their best to assist you.

For our general information please see our main Coronavirus information page »

Methods of Payment

Remember all fares can be paid for via contactless (no minimum spend) or purchase tickets via our mobile app, the First Bus app, where possible. Download the app here.

Please note that during this time we are still accepting cash payment. Our services across Greater Glasgow operate on an exact fare only/no change given basis.

Ticket Refund Queries

At present, our services are still operating and tickets purchased are in line with our Conditions of Travel. However, the latest guidance on ticket status can be viewed on our help and information page here. (FAQ section)

First Bus app users - email mticket-support@firstgroup.com (7am – 10pm, seven days a week)

Lost Property

If you have lost something on board one of our buses, please contact our team on 0345 646 0707.

Our drivers collect all lost property found on our buses and return it to their depot, but it can take up to 3 working days to register lost property items on our system.

Due to government advice regarding non essential travel, collection of items is strictly by appointment only and walk ins will not be accepted or permitted. We ask that you reserve this time for collection of essential items only, such as lost medication or wallet. This is due to our team operating only on a skeleton staff basis.

Motherwell Travel Shop

Please be advised that the above lost property process applies to our Motherwell Travel Shop which, following Government advice, will no longer be open to customers.

Customers who wish to purchase a ticket can do so via the First Bus mobile app, which can be downloaded in your app or google play store.

Important information and links:

Please visit the NHS website for up to date information on Coronavirus (COVID-19).

Click here for more.

The latest information on the current situation can be found online and is updated by the Scottish Government.

Click here for more.

Thank you

We want to thank you for your continued support and understanding. This is essential as we work together to maintain safe travel across our networks for those who need it.

Here’s a short video we’ve created to highlight the additional safety measures we have introduced to keep our passengers and staff safe.

Timetables and Service Information

We are currently operating increased timetables across our services For full information on face coverings, social distancing and other safety proceedures please visit our Coronavirus information page.

Coronavirus information

Coronavirus information – First Glasgow Thank you for continuing to travel with First Bus.

Clean Air Day 2020

Clean Air Day We are working with Glasgow City Council on 8th October 2020 to assist the City of Glasgow on Clean Air Day.

Kids Pack

Introducing our very own Kids Pack!