A submission in this category should demonstrate
A submission in this category should demonstrate
A submission in this category should demonstrate
This Award is open to all rail, bus, tram and ferry passenger service operators. Entries for this Award should outline the range of initiatives that the operator has been involved in to improve services and facilities together with results that have been achieved.
This Award is open to all rail, bus, tram and ferry passenger service operators. Entries for this Award should outline the range of initiatives that the operator has been involved in to improve services and facilities together with results that have been achieved.
PREVIOUS WINNERS
PREVIOUS WINNERS
PREVIOUS WINNERS
2024 Scottish Citylink Coaches Ltd
2023 Edinburgh Trams
2022 McGill’s Bus Group
2020 Stagecoach East Scotland
2019 Stagecoach East Scotland
2024 Scottish Citylink Coaches Ltd
2023 Edinburgh Trams
2022 McGill’s Bus Group
2020 Stagecoach East Scotland
2019 Stagecoach East Scotland
Edinburgh Trams
Edinburgh Trams saw record-breaking growth in 2024, carrying over 12 million passengers – up from 9.1 million in 2023 – driven by a combination of service expansion and enhanced reliability. Collaborative work with trade unions delivered new timetables that both improve service and provide better rest breaks for staff. Advanced technologies are being tested, including Account Based Ticketing integrated with Lothian Buses and the LeadMind safety system, which can detect driver fatigue and apply remote emergency braking. During major events, tram frequencies are increased to every 3.5 minutes, with the entire fleet deployed at peak times, a first in 2024. High-profile events like the Taylor Swift Eras Tour saw around 250,000 tram journeys across several days. These innovations, combined with exceptional fleet reliability and strong cross-team collaboration, reflect growing public trust in the system and have helped Edinburgh Trams meet soaring demand while maintaining safety, punctuality, and customer satisfaction.
Edinburgh Trams
Edinburgh Trams saw record-breaking growth in 2024, carrying over 12 million passengers – up from 9.1 million in 2023 – driven by a combination of service expansion and enhanced reliability. Collaborative work with trade unions delivered new timetables that both improve service and provide better rest breaks for staff. Advanced technologies are being tested, including Account Based Ticketing integrated with Lothian Buses and the LeadMind safety system, which can detect driver fatigue and apply remote emergency braking. During major events, tram frequencies are increased to every 3.5 minutes, with the entire fleet deployed at peak times, a first in 2024. High-profile events like the Taylor Swift Eras Tour saw around 250,000 tram journeys across several days. These innovations, combined with exceptional fleet reliability and strong cross-team collaboration, reflect growing public trust in the system and have helped Edinburgh Trams meet soaring demand while maintaining safety, punctuality, and customer satisfaction.
Edinburgh Trams
Edinburgh Trams saw record-breaking growth in 2024, carrying over 12 million passengers – up from 9.1 million in 2023 – driven by a combination of service expansion and enhanced reliability. Collaborative work with trade unions delivered new timetables that both improve service and provide better rest breaks for staff. Advanced technologies are being tested, including Account Based Ticketing integrated with Lothian Buses and the LeadMind safety system, which can detect driver fatigue and apply remote emergency braking. During major events, tram frequencies are increased to every 3.5 minutes, with the entire fleet deployed at peak times, a first in 2024. High-profile events like the Taylor Swift Eras Tour saw around 250,000 tram journeys across several days. These innovations, combined with exceptional fleet reliability and strong cross-team collaboration, reflect growing public trust in the system and have helped Edinburgh Trams meet soaring demand while maintaining safety, punctuality, and customer satisfaction.
First Bus Scotland
WINNER
In 2024, First Bus Scotland saw patronage rise 2.3%, completing over 96.5 million journeys. Its “Moving the Everyday” strategy continues to build strong community ties while boosting performance. AI-powered route planning has improved reliability and punctuality by 8.3% on 32 Glasgow services. A 5% increase in Tap On Tap Off users led to over 7 million contactless trips. First Bus also extended its EV charging infrastructure to partners like Police Scotland and Openreach. The “Free to Explore” campaign reached 88% of Scottish 15–24 year-olds, contributing to a 6% rise in brand perception and increased National Entitlement Card use. Community engagement efforts included a month of free local goods and match tickets. Young people now make up a third of First Bus users. Its growing electric fleet, customer-focused campaigns, and infrastructure-sharing partnerships demonstrate a forward-thinking, inclusive and sustainable approach to delivering modern bus services across Scotland.
First Bus Scotland
WINNER
In 2024, First Bus Scotland saw patronage rise 2.3%, completing over 96.5 million journeys. Its “Moving the Everyday” strategy continues to build strong community ties while boosting performance. AI-powered route planning has improved reliability and punctuality by 8.3% on 32 Glasgow services. A 5% increase in Tap On Tap Off users led to over 7 million contactless trips. First Bus also extended its EV charging infrastructure to partners like Police Scotland and Openreach. The “Free to Explore” campaign reached 88% of Scottish 15–24 year-olds, contributing to a 6% rise in brand perception and increased National Entitlement Card use. Community engagement efforts included a month of free local goods and match tickets. Young people now make up a third of First Bus users. Its growing electric fleet, customer-focused campaigns, and infrastructure-sharing partnerships demonstrate a forward-thinking, inclusive and sustainable approach to delivering modern bus services across Scotland.
First Bus Scotland
WINNER
In 2024, First Bus Scotland saw patronage rise 2.3%, completing over 96.5 million journeys. Its “Moving the Everyday” strategy continues to build strong community ties while boosting performance. AI-powered route planning has improved reliability and punctuality by 8.3% on 32 Glasgow services. A 5% increase in Tap On Tap Off users led to over 7 million contactless trips. First Bus also extended its EV charging infrastructure to partners like Police Scotland and Openreach. The “Free to Explore” campaign reached 88% of Scottish 15–24 year-olds, contributing to a 6% rise in brand perception and increased National Entitlement Card use. Community engagement efforts included a month of free local goods and match tickets. Young people now make up a third of First Bus users. Its growing electric fleet, customer-focused campaigns, and infrastructure-sharing partnerships demonstrate a forward-thinking, inclusive and sustainable approach to delivering modern bus services across Scotland.
Lothian Buses
With over 116 million passengers in 2024—a 6% increase on the previous year—Lothian Buses continues to set the standard for urban bus travel in Scotland. The operator introduced its first fully electric double-deckers and is investing in electrifying its Central Garage. Training remains a priority, with 450 new drivers trained at a 94.6% pass rate. The company launched inclusive workplace policies on menopause and sexual harassment, and partnered with Strut Safe to enhance late-night passenger safety. Its efforts earned it Bus Operator of the Year 2024 at the UK National Transport Awards. Community initiatives included opening its Marine Depot to over 5,000 visitors during Doors Open Day. Lothian also leads in sustainability and equality, offering a model of a modern, high-performing, and socially responsible operator.
Lothian Buses
With over 116 million passengers in 2024—a 6% increase on the previous year—Lothian Buses continues to set the standard for urban bus travel in Scotland. The operator introduced its first fully electric double-deckers and is investing in electrifying its Central Garage. Training remains a priority, with 450 new drivers trained at a 94.6% pass rate. The company launched inclusive workplace policies on menopause and sexual harassment, and partnered with Strut Safe to enhance late-night passenger safety. Its efforts earned it Bus Operator of the Year 2024 at the UK National Transport Awards. Community initiatives included opening its Marine Depot to over 5,000 visitors during Doors Open Day. Lothian also leads in sustainability and equality, offering a model of a modern, high-performing, and socially responsible operator.
Lothian Buses
With over 116 million passengers in 2024—a 6% increase on the previous year—Lothian Buses continues to set the standard for urban bus travel in Scotland. The operator introduced its first fully electric double-deckers and is investing in electrifying its Central Garage. Training remains a priority, with 450 new drivers trained at a 94.6% pass rate. The company launched inclusive workplace policies on menopause and sexual harassment, and partnered with Strut Safe to enhance late-night passenger safety. Its efforts earned it Bus Operator of the Year 2024 at the UK National Transport Awards. Community initiatives included opening its Marine Depot to over 5,000 visitors during Doors Open Day. Lothian also leads in sustainability and equality, offering a model of a modern, high-performing, and socially responsible operator.
McGill's Bus Group
McGill’s continued its strong growth in 2024 with a 13% increase in passengers across Xplore Dundee and Midland Bluebird. It expanded into Aberdeen with the new Route 14 and grew its zero-emission fleet, with 12 EVs deployed in Dundee and 30 more arriving in 2025 for Midland Bluebird. Its buses have now travelled over 12 million zero-emission miles. McGill’s operates three driver training academies and celebrated its 200th graduate in early 2025. The company launched continuous development initiatives and expanded programmes like Women at the Wheel. Community outreach included the Biggest Little Bus Fan competition and the Big Bus Show, which attracted over 2,200 attendees. It also raised over £130,000 for Glasgow Children’s Hospital Charity. Through workforce development, sustainable investment, and strong community ties, McGill’s remains one of Scotland’s most dynamic and inclusive bus operators.
McGill's Bus Group
McGill’s continued its strong growth in 2024 with a 13% increase in passengers across Xplore Dundee and Midland Bluebird. It expanded into Aberdeen with the new Route 14 and grew its zero-emission fleet, with 12 EVs deployed in Dundee and 30 more arriving in 2025 for Midland Bluebird. Its buses have now travelled over 12 million zero-emission miles. McGill’s operates three driver training academies and celebrated its 200th graduate in early 2025. The company launched continuous development initiatives and expanded programmes like Women at the Wheel. Community outreach included the Biggest Little Bus Fan competition and the Big Bus Show, which attracted over 2,200 attendees. It also raised over £130,000 for Glasgow Children’s Hospital Charity. Through workforce development, sustainable investment, and strong community ties, McGill’s remains one of Scotland’s most dynamic and inclusive bus operators.
McGill's Bus Group
McGill’s continued its strong growth in 2024 with a 13% increase in passengers across Xplore Dundee and Midland Bluebird. It expanded into Aberdeen with the new Route 14 and grew its zero-emission fleet, with 12 EVs deployed in Dundee and 30 more arriving in 2025 for Midland Bluebird. Its buses have now travelled over 12 million zero-emission miles. McGill’s operates three driver training academies and celebrated its 200th graduate in early 2025. The company launched continuous development initiatives and expanded programmes like Women at the Wheel. Community outreach included the Biggest Little Bus Fan competition and the Big Bus Show, which attracted over 2,200 attendees. It also raised over £130,000 for Glasgow Children’s Hospital Charity. Through workforce development, sustainable investment, and strong community ties, McGill’s remains one of Scotland’s most dynamic and inclusive bus operators.
Scottish Citylink Coaches
Scottish Citylink has grown ridership by 5% in the past year, with standout performance on the Saltire Cross network (up 21%) and Glasgow Airport routes (up 19%). It launched a new Glasgow–Troon service, introducing its first electric coach, and invested £15.6 million in 39 new Volvo double-deckers. In February 2024, the Citylink app was launched, streamlining ticketing and journey planning—12% of users now book via the app. Upgraded ticket machines enable QR scanning, reducing fraud. Citylink has bolstered brand visibility through successful marketing partnerships with STV, influencers, and community sponsorships. With 24/7 operations on key corridors and improvements across multiple routes, it continues to deliver high-frequency, reliable intercity travel. A strong focus on digital innovation and community engagement has reinforced Citylink’s status as a leading long-distance operator in Scotland.
Scottish Citylink Coaches
Scottish Citylink has grown ridership by 5% in the past year, with standout performance on the Saltire Cross network (up 21%) and Glasgow Airport routes (up 19%). It launched a new Glasgow–Troon service, introducing its first electric coach, and invested £15.6 million in 39 new Volvo double-deckers. In February 2024, the Citylink app was launched, streamlining ticketing and journey planning—12% of users now book via the app. Upgraded ticket machines enable QR scanning, reducing fraud. Citylink has bolstered brand visibility through successful marketing partnerships with STV, influencers, and community sponsorships. With 24/7 operations on key corridors and improvements across multiple routes, it continues to deliver high-frequency, reliable intercity travel. A strong focus on digital innovation and community engagement has reinforced Citylink’s status as a leading long-distance operator in Scotland.
Scottish Citylink Coaches
Scottish Citylink has grown ridership by 5% in the past year, with standout performance on the Saltire Cross network (up 21%) and Glasgow Airport routes (up 19%). It launched a new Glasgow–Troon service, introducing its first electric coach, and invested £15.6 million in 39 new Volvo double-deckers. In February 2024, the Citylink app was launched, streamlining ticketing and journey planning—12% of users now book via the app. Upgraded ticket machines enable QR scanning, reducing fraud. Citylink has bolstered brand visibility through successful marketing partnerships with STV, influencers, and community sponsorships. With 24/7 operations on key corridors and improvements across multiple routes, it continues to deliver high-frequency, reliable intercity travel. A strong focus on digital innovation and community engagement has reinforced Citylink’s status as a leading long-distance operator in Scotland.
Strathclyde Partnership for Transport
Glasgow Subway
SPT’s Glasgow Subway continues to deliver world-class metro service, carrying over 13 million passengers in 2024—matching pre-pandemic levels. A major modernisation programme introduced a new fleet of modern trains and fully refurbished all 15 stations to be brighter, more accessible, and inclusive. Flexible smart ticketing now complements changing travel patterns and supports Glasgow’s Low Emission Zone via three integrated Park-and-Ride sites. Over 300,000 Park-and-Ride journeys were recorded in 2024. Subway services adapt to the city’s events calendar, with extended hours and free travel for veterans on Remembrance Sunday. Promotions like Kids Go Free helped attract around 170,000 child journeys in 2023, with the scheme extended to cover more holidays in 2025. With a combination of innovation, reliability, accessibility and community responsiveness, Glasgow Subway exemplifies a modern urban transit system serving Scotland’s largest city.
Strathclyde Partnership for Transport
Glasgow Subway
SPT’s Glasgow Subway continues to deliver world-class metro service, carrying over 13 million passengers in 2024—matching pre-pandemic levels. A major modernisation programme introduced a new fleet of modern trains and fully refurbished all 15 stations to be brighter, more accessible, and inclusive. Flexible smart ticketing now complements changing travel patterns and supports Glasgow’s Low Emission Zone via three integrated Park-and-Ride sites. Over 300,000 Park-and-Ride journeys were recorded in 2024. Subway services adapt to the city’s events calendar, with extended hours and free travel for veterans on Remembrance Sunday. Promotions like Kids Go Free helped attract around 170,000 child journeys in 2023, with the scheme extended to cover more holidays in 2025. With a combination of innovation, reliability, accessibility and community responsiveness, Glasgow Subway exemplifies a modern urban transit system serving Scotland’s largest city.
Strathclyde Partnership for Transport
Glasgow Subway
SPT’s Glasgow Subway continues to deliver world-class metro service, carrying over 13 million passengers in 2024—matching pre-pandemic levels. A major modernisation programme introduced a new fleet of modern trains and fully refurbished all 15 stations to be brighter, more accessible, and inclusive. Flexible smart ticketing now complements changing travel patterns and supports Glasgow’s Low Emission Zone via three integrated Park-and-Ride sites. Over 300,000 Park-and-Ride journeys were recorded in 2024. Subway services adapt to the city’s events calendar, with extended hours and free travel for veterans on Remembrance Sunday. Promotions like Kids Go Free helped attract around 170,000 child journeys in 2023, with the scheme extended to cover more holidays in 2025. With a combination of innovation, reliability, accessibility and community responsiveness, Glasgow Subway exemplifies a modern urban transit system serving Scotland’s largest city.