National Entitlement Card and Young Persons Free Bus Travel Scheme statistics: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002

Information requested

1. Number of applications for a new youth National entitlement card for free travel.

2. Number of approved applications on first attempt.

3. Average number of attempts for an application to be approved.

4. Average time from an application being submitted to approved.

5. Average help desk response times in relation to the applications.

6. Number of complaints received in relation to the NEC scheme.


The Scottish Government does not have the information that you have asked for in points number 1 to 5 because the Scottish Government does not hold the information you have requested. The Improvement Service who manage the application process may have the information you are looking for.

This is a formal notice under section 17(1) of FOISA that the Scottish Government does not have some of the information you have requested.

However, you may wish to contact the Improvement Service at who may be able to help you.

The answer to point number 6 is:

Between 1 January 2021 and 8 March 2022, the Concessionary Travel and Integrated Ticketing Team at Transport Scotland received 2,340 pieces of email correspondence relating to the Young Persons Free Bus Travel Scheme.

In addition, between 27 January 2022 and 8 March 2022 we recorded 716 calls. We did not log calls before this point.

These numbers are all the email and telephone correspondence received relating to the scheme, and includes topics such as requesting general information about the scheme (such as the scheme launch date, and the eligibility requirements), applying for / renewing a card, questions around proof documents, and seeking alternative routes of applying. We do not categorise any correspondence specifically as ‘complaints’.

Please note that our partners at the Improvement Service, Young Scot, the National Entitlement Programme Office and Local Authorities will also have received correspondence relating to the scheme.

About FOI

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Please quote the FOI reference
Central Enquiry Unit
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road

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