Q – Where can I use my m-ticket in the trial?
A – For this trial you can use m-tickets on the Fastrack B route between Dartford and Gravesend.
Please remember, for now anyway, it’s this route only.

Q – What tickets can I purchase, and will I make a saving?
A – You can purchase any single ticket journey on the Fastrack B route, and most multi journey tickets (see table below) between Dartford and Bluewater/Greenhithe. In all cases, you will make a saving compared to the usual method of buying a paper ticket from the driver. There are no return tickets for the trial, and in fact two single journeys using an m-ticket works out cheaper than a cash return using a paper ticket.

Ticket Type	m-ticket (Adult)	m-ticket (Child)	Paper ticket (Adult)	Paper ticket (Child)
A 10 journey carnet ticket valid within the Dartford & Bluewater Fare Zone	£10.00	£8.00	Does not exist in paper form - ticket type introduced for the m-ticket only	Does not exist in paper form - ticket type introduced for the m-ticket only
A weekly ticket valid within the Dartford & Bluewater Fare Zone	£10.00	£8.00	Does not exist in paper form - ticket type introduced for the m-ticket only	Does not exist in paper form - ticket type introduced for the m-ticket only
Single ticket from any point to any destination on the entire Fastrack B route between Gravesend and Temple Hill. (Price depends on length of journey)	Short hop = 70p 1 zone = £1.20 2 zones = £1.70 3 zones = £2.20	Half of adult fares except before 09.00 Monday -Friday	Short hop = 80p 1 zone = £1.50 2 zones =  £2.00 3 zones = £2.50	Half of adult fares except before 09.00 Monday -Friday
A Bluewater staff weekly Zone 2 ticket (available to Bluewater staff only and for travel on Fastrack B only)	£11.00	N/A	£14.00	N/A

Q – What happens if I need to travel beyond the ticket zone boundary?
A – If you override using a 10 journey carnet or Fastrack zone 1 weekly ticket (i.e. your journey exceeds the Dartford zone 1 parameter), when you board the bus again outside zone 1 to make the return journey, you will be allowed to travel, but the system will deduct 1 journey + charge the difference between the stage you boarded and the parameter of zone 1 (1 zone overridden = 50p charge, 2 zones overridden = £1 charge).

Q – How will I know that my m-ticket has scanned successfully?
A – If your mobile’s barcode m-ticket is valid, the scanner by the ticket machine will beep (just like a supermarket checkout scanner) and a green light will flash.

Q – Will it work with any mobile?
A – Pretty much. If you have a GSM enabled phone (which is most of the ones around in use) you’ll be fine. Also, it doesn’t matter what network you are on. Please see the full list of supported handsets for the m-ticket trial.

Q – Where will the application be stored on my mobile?
A – There isn’t a simple answer to this as different handsets will store the application in different locations. The following list shows where you can find your m-ticket application on your mobile:

• Nokia: Collections, Applications, Myown, Installations
• Sony Ericsson: Specified by User
• Motorola: Games and Applications
• Samsung: Games and Applications
• Sanyo: Games and Applications
• Sendo: Games and Applications
• Phillips: Games and Applications
• Panasonic: Games and Applications
• LG: Games and Applications

Q – What if the backlight isn’t on when I scan my phone?
A – The scanner is quite sophisticated and can scan the barcode on your phone even without the backlight on.
Just make sure that your phone is on and the barcode is showing.

Q – What if the screen of my mobile is cracked or scratched?
A – The scanner should be able to read most barcodes even if there’s a little (but not lots of) damage to the screen.

Q – Do I have to scan off when getting off the bus?
A – Yes. It’s to help the system calculate the correct fare for the journey. Otherwise the system thinks you’re still on the bus and you’ll be charged the maximum fare. We call it ‘scan on’ and ‘scan off’.

Q – Will my credit card/account details be held on Arriva’s server?
A – No. We don’t hold your credit/debit card details; these are encrypted and held securely in the application on your phone.

Q – How much will it cost to download the application to my phone?
A – Not a penny. All you need to pay for is your m-ticket*.

Q – Is there a phone number I can call for more information?
A – Of course, call our dedicated customer service team on 0844 800 5235.

Q – Where can I find my nearest PayPoint outlet?
A – You can view a list of local PayPoint outlets or search by postcode to find your nearest PayPoint outlet.

Q – How do I ensure that my phone has the correct settings for the Arriva m-ticket application?
A – Please select your mobile operator below and follow the instructions for the settings to be sent directly to your phone:
O2
Vodafone
T-Mobile
Orange

Q – How do I get further help?
A – Please text the word ‘Arriva’ to 82500**, and one of our support team will call you directly to assist. Alternatively, please visit any O2 store in Bluewater for assistance.

* We had hoped that you would only pay the price of the m-ticket and the service would be free to use, but unfortunately some customers (dependant on their mobile service provider) will incur standard network charges when accessing and receiving the Java application and when making an m-ticket transaction. However, Arriva will refund the cost of the data charges where levied by the mobile service operators, and this will appear as a credit on their account. Customers will only pay for the price of the m-ticket.

** Texts charged at standard rate.