Citylink Reviews 25

Waiting at Dundee last night 20th March 2026 for the 19.32pm Citylink bus to Edinburgh it never showed up, waiting at Halbeath Park and Ride on 11th March 2026 for the Citylink bus to Aberdeen it never showed up, on these two occasions not advised as to why bus didn’t arrive. Phoned Citylink to complain today 21st March, waste of time !!

I have a service dog. Tried to ride the bus with My service dog in a service vest and the bus driver refused to let Me ride with My service dog because I did not have My service dog papers on Me to prove He was a service dog. I am also in a motorized wheelchair. I then told the driver I wanted a supervisor called out and He stated get off the bus before I call the police. Guess I need to talk to an attorney. I also missed My Doctors apoitment and because of this My doctor will not see Me no more.

We got the bus back from Edinburgh airport to euro central. Our superstar driver was Adrian. He was a great guy who had amazing banter with the adults and kids. Very helpful and informative and letting us know traffic details for the journey. He’s a credit to citylink. Thanks Adrian.

Drivers 99% polite and helpful. Busses clean & on time. No qualms with courteous polite drivers, well done.
923 from Glasgow/Ayr to Stena then Stranraer. I do understand this is a STRAIGHT to destination bus. However, where is the danger or problem stopping at Cairnryan to let a few oap's off the bus, so they do not have to walk the 20/30 minutes in the wind rain & slippy pavement??Where is the kindness in Citylink, this is a rural area Stagecoach bus every 2 hours. I must pass my home to be driver to Stranraer to get a £10 taxi back to Cairnryan. 2024 I had heart surgery , so my health, like a few of the elderly in this RURAL street, not too good. Shame, Citylink may have good clean busses but care & kindness for it's passengers, no way....Not drivers fault, they must do as they are told, from the top table folk. (respect for drivers)

A 16 year old who had been booked onto an early evening bus had to miss two because Citylink had overbooked her bus and wouldn’t allow her on the next two. Under UNCR, we have a duty of care to this young girl to get her home safe and on time. This I will be bringing up with the Scottish Government
Also, myself, as a registered disabled person, I was unable to get on the bus I had booked as it was overbooked. Why? No one, including control was able to advise why this was. I was unable to get onto the next bus despite being told by the first driver that my party would automatically be first in line for the next. A further two buses we fully booked and only with control talking with the driver were we able to board - which in itself meant that those booked on at further destinations were unable to board.
I will be bringing these two incidents up with the Scottish Government as expect better service for two vulnerable demographics.

Courteous and helpful driver - M0 39. Arrived within the timeframe given, thank you.

George & Martin delivered my slabs with a smile on their faces & offered to transport them by hand trolley to the back of my garden.

Highly recommend 👍

I was travelling from Harthill services on 16.6.2025 to Edinburgh bus station at 12:15. My parents were running later and were just coming over the bridge when the bus arrived. Very very kindly Fraser the driver waited even though he was tight on time. My mum has asthma and was rushing to make it but Fraser couldn’t have been nicer and told her not to rush. Honestly nicest experience on the city link I’ve had. Thank you Fraser. If I could give more than 5* I would.

Excellent bus burney

We were meeting a group of friends at 1pm in Edinburgh for lunch. We had to go for the 10.09am bus as the next one was two hours later and we would have arrived too late. Using this service is always a problem. It is very unreliable and usually un-trackable (sometimes turns up on time, usually turns up late and sometimes doesn't even turn up at all). Also, as the buses do not run every hour, we have a two hour gap for our return journey and either have to cut short our time or hang about for another hour. It is especially disappointing that the bus timetable has remained at the greatly reduced frequency summer service even now it is the middle of winter. Did you really think we wouldn't notice? Is it really too much to ask for a reliable hourly service to main cities in Scotland?

The staff couldn’t care less.
We was late to our flight, and stressed a lot. And the staff was the opposite of helpful.
Never again…

They stole from me 100€. I was trying to book a flight to Jakarta, they took the monet but never sent me the ticket. Needless to say, the costumer service doesn’t help and keeps telling you to wait. The worst scam ever. Please fly with Garuda or AirAsia which are 2000 times better!

Booking website is hopeless, tried to book 10 times but just get thrown out at final page

NO COMPRÉIS BILLETES CON ESTA EMPRESA. Servicio de atención al cliente pésimo. Compramos billetes para ir a Galway y debido al corona virus tuvimos que cancelarlo. Se quedan con tu dinero y punto. Dentro de los términos y condiciones especifican que no te devuelven el dinero a menos que sea una causa extenuante. Si que el gobierno te prohíba desplazarte no es una causa extenuante, no sé qué puede ser. Solicité una hoja de reclamación y lo único que hicieron es pasarme con otro empleado que me dijo que me leyera los términos y condiciones.
DO NOT BUY ANY TICKET FROM THIS COMPANY. They have the worst customer service. We bought tickets for Galway and due to the Covid and a change in the government restrictions we were forced to cancel the trip and ask for the refund. They take your money and don't care about what happens next. They don't refund money unless it is an extenuating cause. If government measures asking for staying at home is not an extenuating cause, I don't know what could it be. I asked for a complaint form and they just answered me to read the terms and conditions. NEVER AGAIN WITH THEM

It is worst services . They quoted less than 3k less than other services ,After confirmation of their quotation, Their way of packing is worst n packing workers were asking money separately for safe delivery n their coffee. They asked extra money for shifting things from cargo deliver address to home . No response for call and delivered with damage

This is just the normal service for this "Company" at this time of year. They never prepare for the Christmas Rush properly and even reduce couriers to ensure they achieve their budget which ends at the end of December funilly enough. "Card left" and "Unable to Locate" are used when the drivers have run out of time. This is the reason why you wil receive a card today and then the drive cannot find it tomorrow. Oh and dont rely on the website saying its out fo delivery. The depots are not big enough to cope during busy periods and parcels left in depots due to lack of resources are scanned "on a scanner which is given a route number" purely to try and track the same mess they have made for decades. "Trust me I know from personal Experience" Share your honest experience, and help others make better choices.

in a nutshell;
ordered from Amazon, prime.
delivery expected Wednesday.
tracked package. notes left suggesting delivery attempted twice.
suggests that a card was left each time. one on tuesday and one on wednesday.
My Amazon account gives details of leaving in a safe place and also with a neighbour.
I do not live on a farm or in the countryside. My front gate pushes open with ease. The house is numbered.

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I have advised Amazon that I will be checking all future orders. Any that use city link as a courier - well i just wont bother ordering.

The issue is not the time delay, it is the blatant lies from their drivers.

I was expecting a parcel on Decemder 1. It did not arrive and their tracker did not work. The automated delivery service said it would be delivered that evening, which was confirmed by a customer service woman prior to 7pm.
On the 2nd I contacted customer service who told me that they had no data on it, that their phones and IT systems were still down from the previous day, and if I wished to make a complaint by email, the response time would be 24 hours. During that day I was cut off 11 times in all, transferring from the automated service trying to reach a customer service assistant. My supplier (Sevenoaks Sound and Vision) bent over backwards to try to salvage the delivery, which they did and arranged to send the package by 10.30am on the 3rd. A message from Citylink confirmed that the package had been lost then found. The package didn't turn up until well past 1.30. The driver knew nothing about the early delivery, showing documentation stating delivery up to 3.30.
Appalling service coupled to two days of devious answers and without an effective IT or phone service. A waste of two and a half days sitting around. No service, wish I could give no stars.

I was expecting delivery of a parcel which was very important to me on Friday. I saw on tracking that it had been sent out for delivery from the depot at 8.52am. I stayed in all day, much of it by my front window. At approximately 6.15pm I rang the depot and was told that deliveries went on to 8 or 9pm. I returned to my post by the window. At 8pm I
looked it up on tracking to see that they said they had tried to deliver it at 7.07pm but there had been noone in and they had left a card. They had neither tried to deliver nor left the card. Customer Service was polite but ineffectual, and laughed in a "seen it all before way" when I said what had happened (or, rather didn't happen). They say it has gone out for delivery again today (Monday), but no sign of it so far at 4.30pm. I was out for 35 minutes around midday, but no card has been left. They have my mobile number so could easily have told me what was happening. I left a complaint message on their website at 8pm on the Friday, to which I have had an automated acknowledgement saying they would get back to me within 12 hours. As I said, the parcel is very important to me personally, and I am left feeling upset and frustrated.

Earlier today I checked to see if my parcel had been delivered using the Citylink tracking. It seemed it had been delivered and I had signed for it which was clever of me as I am 12 miles away from home, at work.
I reported this to Citylink customer services who, to be fair, where prompt and pleasant who said they would investigate and get back to me. In the meantime I spoke to my partner who told me that someone had been from Citylink however rather than knocking and politely waiting for an answer they took it upon themselves to knock once, OPEN THE DOOR, and throw the parcel into the hallway! So not only has the driver done this he has also obvioulsy anf fraudulently signed for the parcel on my behalf.

This is simply unacceptable. If someone had seen his actions they could have quite easily followed him through the door and stolen the parcel. Having returned to the house as he was sent back by the depot he then said to my partner " knew someone was in as I heard the dog bark". No excuse in my opinion. If this is the case he should make sure he puts it in someones hand as a dog could destroy a parcel in seconds (not my dog but he isn't to know that).

Given the time of year I would expect a parcel carrier to treat every parcel, as this was, as a present (or numerous in this case). This is obviously not the ethos at Citylink. Throw it in and forge a signature would be more fitting! I will of course be giving John Lewis my feedback as I would expect better service when delivering for such a prestigious brand.