ARRIVA - Customer promise

Arriva customer promise

We value your custom and welcome customers from all communities that we serve. Here we have outlined the quality of service that we promise to deliver to you:

  • We aim to ensure that you have a safe, comfortable journey on a clean, well-maintained bus
  • You will be able to identify your Arriva bus by its distinctive turquoise and cream colours
  • The route number and destination of the bus will be clearly displayed
  • Your bus will be driven by a professional wearing a uniform
  • We will always endeavour to be helpful, courteous and treat people with respect
  • We are committed to providing a range of good value tickets, so that you can choose the one that suits you best
  • Information about the times of Arriva buses is available from this website from traveline on 0871 200 22 33

If you wish to be kept up to date with information about your local bus service, including any promotions, please let us know via the ‘talk to us’ section on this website.

  • We will make it easy for you to tell us what you like or don’t like about our services via our customer services hotline 0844 800 44 11. This number will be displayed on all our vehicles. Feedback can also be provided in writing: please refer to the Talk to Us section for further contact details 
  • We will respond to comments made within 10 working days of receipt and will keep you up to date on progress in the meantime
  • We try to run all buses on time. However sometimes things outside our control, like traffic congestion or road works, might affect your journey. We will work with others to reduce the impact wherever possible
  • If your bus leaves early or is more than 5 minutes late and we are to blame, we will offer you a future journey free of charge. Should this be the case please contact our customer services on 0844 800 44 11