FAQs

Liverpool, Leicester and Ebbsfleet

View our frequently asked questions for Liverpool, Leicester and Ebbsfleet here:

About ArrivaClick

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What is ArrivaClick?

ArrivaClick is an intelligent, on-demand and flexible minibus service that takes multiple passengers heading in the same direction and books them into a shared vehicle. Think of ArrivaClick as a bus that’s smart enough to come when you want it and where you want it.

Using our app for iPhone or Android, you just click and we get you moving. You select your pick-up and drop-off points, and we’ll do the rest. As we are a corner-to-corner service, we’ll pick you up at a nearby corner and then drop you off within a couple of streets of your requested destination. This helps us ensure that even with multiple pickups, trip times are as efficient as they can be.

We currently operate ArrivaClick at the following times:
ArrivaClick area
Monday to Saturday
Sunday
Area map
Leicester
6am - 11pm
6am - 11pm
Liverpool
6am - midnight
6am - 10pm
Ebbsfleet
6am - 1am
6am - midnight

How many people will I share with?

The number of passengers you will share your journey with varies, depending on the demand of other passengers going in the same direction as you. The maximum capacity is 15 passengers per vehicle in Liverpool.

Who is driving my ArrivaClick vehicle?

Our passengers are very important to us and we take comfort and safety very seriously. When you book a journey, we connect you with a vehicle operated by a fully-trained, courteous and experienced driver.

Customer satisfaction is extremely important to us and we expect all of our drivers to deliver outstanding service, so don’t forget to leave feedback for your driver after each journey – you’ll help us make sure only the best drivers get to drive for ArrivaClick.

What platform(s) is the ArrivaClick app available on?

ArrivaClick’s app is available for both iPhone and Android. It’s free to download, so just click and we will get you moving today!

Getting Started

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How do I get the ArrivaClick app?

The ArrivaClick app is currently available for iPhone and Android devices. You can download the app for iPhone and for Android.

How do I create an ArrivaClick account?

If this is your first time using the app, you'll need to click "Sign Me Up" and create an account before you can log in and book a journey.

Step One: Click on the "Sign Me Up" button in the home screen of the app.

Step Two: Enter the requested information on the first page of this screen. You can even add a photo if you like!

Step Three: Click ‘Next’ to move to the second page. Input your credit card number, followed by the expiry date, the security code, and the billing post code. After entering your card details, we will validate your card by charging £1 to your account. As this is only for validation, this will automatically be refunded to you. This can take between 1 and 14 days, depending on which bank you are with.

Once all of this is completed, press "Join" and you’ll be ready to click and get moving!

Why does Arriva need my credit card number?

When you sign up for ArrivaClick, we ask you for a credit card or debit card. You can use any credit/debit card to pay for your journeys. Each time you take a journey or purchase Journey Credit, payment is simple and seamless – we automatically charge your card on file. Never worry about cash, we’ve got you covered.

The best way to pay for your journeys with ArrivaClick is to buy Journey Credit in the app. Before you book, go to the Menu screen in your app, click "Journey Credit," and select how much you'd like to buy. You can also buy a two rides per day weekly pass, or an unlimited weekly pass under "Menu" and "ArrivaClick Pass" If you purchase a Credit Bundle, each time you take a journey, we'll simply deduct the cost of your journey from your remaining credit. If you ever run low on credit, we will deduct any remaining credit and charge the card on file directly for the remainder of your journey.

We take the protection of your data seriously, to know more about how we use and store data please check our Privacy Policy.

Travelling with ArrivaClick

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How do I book a journey?

Step 1: In the app move the map until the blue marker is at your desired pick-up location and press "Set Pickup." You can also manually type your address in the search bar.

Step 2: Move the map until the purple marker is at your desired drop-off location and press "Set Drop-off." You can also manually type your address in the search bar. The app will check for available vehicles and connect you with the best vehicle for your journey.

Step 3: Review the journey offer in the proposal screen, and if it looks good, press "Book This Journey." All the details, including exact pick-up location (remember it may not be exactly where you booked), information on the vehicle picking you up, and the cost of the journey are displayed here.

For Ebbsfleet only

Step 4: If you do not have access to a smart phone you can book a journey by calling 0345 501 0000 and then making a contactless payment on board the vehicle. You will be given the time and location for your pick up. We always recommend trying to use the App as this gives the best experience for the user.

Great! You’ve just booked an ArrivaClick journey.

Where do I wait for my ArrivaClick vehicle?

After you book a journey, the app will display the pick-up location where the vehicle will meet you.

As we are a corner-to-corner service, your actual pick-up spot may differ from where you asked to get picked up. It’s usually the corner closest to the pick-up location you requested, but you may be asked to walk up to two streets. Sometimes, the app will give you the address or business name at your pick-up spot to help you find it. Either way, the exact pick up location will always be displayed in the app.

Make sure you’re at the pick-up spot when the vehicle arrives! The app will count down the minutes to your vehicle’s arrival, and we’ll send you a text when the vehicle is two minutes away and again when it arrives. For assistance, you can reply to that text and our Live Support team will help out. You can also call your driver directly by using the small phone icon, in the app, once the driver has arrived.

Remember: ArrivaClick helps passengers travelling in the same direction to share their journeys and reduce cost. Keeping them waiting could jeopardise other passengers’ plans, and if you’re more than 60 seconds late, the vehicle will just have to leave. It’s the only way we can move everyone so quickly and efficiently.

Want to track your vehicle while you wait? In the app, zoom out from your pick-up spot or click the small white vehicle icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches.

How much does a journey cost?

Fares are based on how far you go and when you travel. Of course, you’ll see a guaranteed flat fare before you book your journey – just make sure you check your app. Remember, you can travel alone from just £1, and if you travel with your friend, they receive a 40% discount.*

Our prices are indicated in the table below:

Item

Value

Credit purchase options

£10, £20, £50 or £100

Weekly Commuter Pass (limit of two rides per day)**

Please see app for pass prices

Weekly Unlimited Pass (unlimited rides)**

Please see app for pass prices

Cancellation fee

£2

Pre-scheduled journey cancellation

No charge

No show fee

Full price

*Limited time offer only
**T&Cs apply. Please see below.

How do I pay for a journey?

The best way to pay for your journeys is to buy Journey Credit or an ArrivaClick Pass in the app.

Before your journey, head to the app "Menu" and "Journey Credit," and select how much you'd like to buy. Each time you make a journey, we'll simply deduct the cost of your journey from your remaining credit. If you have less credit remaining than a full journey fare, we'll deduct any remaining credit and charge the rest of the fare directly to your card on file. You can also enable our auto-refill feature: simply move the toggle at the bottom of the "Journey Credit" page in the app to the ON position. This will authorise a £10 credit purchase each time your balance falls below £3.50. If you don't want this to happen move the toggle to the OFF position.

Not ready to commit? You can always pay-per-journey. We’ll charge the credit/debit card on file in your account directly after each completed journey.

For Ebbsfleet only

You can call Customer Contact on 0345 501 0000 to book a journey on the phone. You will then be required to pay by contactless on the minibus at pick-up by scanning your card on the drivers device.

What is the ArrivaClick Pass?

The ArrivaClick Pass** is especially designed for our most loyal passengers and makes journeys more affordable than ever, with two options to suit your travel needs. To purchase an ArrivaClick Pass, just open your app "Menu" and head to the section labelled "ArrivaClick Pass."

**Terms & Conditions: The ArrivaClick Pass is activated at the time you take your first journey, not at the time of purchase. Each individually purchased ArrivaClick Pass is limited to a single user, account and device (i.e., multiple people cannot share a single ArrivaClick Pass). An ArrivaClick Pass holder may book journeys for his or her +1’s, though additional fees apply. Journeys are available during ArrivaClick’s standard hours of operation (8.05am – 5.15pm Monday to Friday and 8.45am – 5.15pm Saturdays in Speke, 6am – 12am Monday to Saturday, 6am – 12am Sunday in Leicester and 6am – 1pm Monday to Saturday, 6am – 12am Sunday in Ebbsfleet). An ArrivaClick Pass holder is able to take up to two journeys per day during these hours from the point of activation until close of operation on the 7th day following activation if they have purchased the Standard Weekly Pass, or unlimited journeys during these hours per day from the point of activation until close of operation on the 7th day following activation if they have purchased the Unlimited Weekly Pass. The ArrivaClick Pass cannot be combined with other offers or promotions. Charges for additional passengers, and cancellations and no-show fees will apply as set out here. Arriva reserves the right to cancel this offer or modify its terms at any time. Arriva does not guarantee availability of journeys.

Reminder: Your ArrivaClick Pass will auto-renew by default. Once you've purchased a pass, you can adjust this by heading to "Menu" - "ArrivaClick Pass" and clicking the small blue arrow at the bottom of the screen that says “Auto renew is activated.” You can then turn auto-renew on or off for the ArrivaClick Pass.

How do I purchase an ArrivaClick Pass?

Purchasing an ArrivaClick Pass is just as easy as purchasing Journey Credit! To purchase an ArrivaClick Pass, you can head to the in-app "Menu" and then select "ArrivaClick Pass." Your pass will be activated as soon as you take your first journey after purchasing.

Reminder: Your ArrivaClick Pass will auto-renew by default. Once you've purchased a pass, you can adjust this by heading to "Menu" - "ArrivaClick Pass" and clicking the small blue arrow at the bottom of the screen that says “Auto renew is activated.” You can then turn auto-renew on or off for the ArrivaClick Pass.

How do I know when my ArrivaClick vehicle will arrive?

After you set your Pick-up and Drop-off points in the app, we'll give you an estimated time until your vehicle arrives. When your vehicle is 2 minutes away, we'll send you a text message to let you know that your journey is getting close. When your vehicle arrives, we'll send you another text to let you know!

What if I'm late - will the driver wait for me?

ArrivaClick is a shared service, so to keep things fair to the passengers already on board, we'll have to keep your vehicle moving. Our drivers will wait 60 seconds, at which point we'll try to get in touch with you, but if after a minute you're not at the vehicle, we'll have to move on and you may be charged a "No Show" fee as shown in our price list.

Item
Value
No show fee
Full price

If you're waiting at your pick up location and can't find your vehicle, don't panic! Send a quick text message to the ArrivaClick Team by replying to the text message we sent you about your vehicle's arrival or give your driver a call using the blue phone icon in the app once he is at location. We'll make sure to get you on board!

How old do I have to be to use ArrivaClick?

Everyone is welcome on-board ArrivaClick! Minors under the age of 16 may travel unaccompanied, but they must have consent from their parent or guardian. Individuals over the age of 18 can register and use the app to book travel for themselves, or minors under their guardianship. Minors aged 16 to 18 may also have their own accounts, but they must have consent from their parent or guardian. 

Please note that children are charged at the same rate as adults if they require a seat. However, babies that are able to sit on an adult’s lap can travel free of charge and are therefore not required to have a seat booked for them.

How does ArrivaClick work for passengers travelling in a wheelchair?

All ArrivaClick vehicles have space to accommodate wheelchair passengers on board. At the moment this is restricted to one space per vehicle so it is important that you enter the following code ACCESS into the "Promo Codes" section of the app when you are booking. In this way we can make sure that we do not allocate your booked space on the same vehicle to a fellow wheelchair passenger. When the vehicle arrives, our driver will exit the vehicle and pull down the ramp to enable to you to enter/exit the vehicle safely and your wheelchair is secured before setting off.

How does ArrivaClick work for passengers travelling with a pram or pushchair?

All ArrivaClick vehicles have space to accommodate a pram or pushchair on board. At the moment this is restricted to one space per vehicle so it is important that you enter the following code PUSHCHAIR into the "Promo Codes" section of the app when you are booking. In this way we can make sure that we allocate a vehicle with space for your pram or pushchair.

How do I book a journey for multiple people?

Our app currently supports booking a journey for up to six people. When setting your pick up or drop-off location in the app, just tap the - or + button near the top of the screen to indicate how many people are with you (e.g., if traveling with two friends, choose "+2"). You can also tap the blue place pin! The maximum +1s that can be booked in any single booking is +6.

What do ArrivaClick vehicles look like?

All of our ArrivaClick vehicles are branded on the outside and easily recognisable - this is what they look like...

Troubleshooting

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Why is my place pin in the middle of a green field?

Your ArrivaClick map definitely shouldn’t be defaulting to a strange location.

Please make sure that Location Services are enabled for the ArrivaClick app on your phone (Settings - Privacy - Location Services), and that should bring you back to a street!

The app isn't recognising my pick-up location!

When you book a journey, our system will generally propose a pick-up location on the nearest street corner where traffic is flowing in the direction of your journey. If the app is moving your pick-up just a little way away, that’s just our system working behind the scenes.

Is your pick-up being moved to nowhere near where you want it? Try using the place pins! This is the easiest and most precise way to set your pick-up and drop-off in the ArrivaClick app. Simply drag the map around until the pick-up icon is at your desired spot, and then select Set Pick-Up.

How do I reset my password?

To reset your password, just open the app and select "Log In," and then follow these steps:

  1. In the password box, press "Forgot Password"
  2. On this screen enter your phone number and press "Send"
  3. Retrieve the new password (it may be helpful to write it down) and go back to the app. From here you can log in with the password we sent via text. Once logged in you can change the password to one of your liking.
  4. Click on the "Menu" icon in the top left and then the pencil icon - this will take you to edit your profile.
  5. Click on "Edit Password"
  6. On this screen you will enter the current password (the one from the text message), and then enter a new password of your choice - then click "Save".

I'm not receiving my temporary password!

We’re sorry for the hassle! Please email [email protected] and we can reset your password for you manually.

Common Issues

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How do I retrieve something I left in an ArrivaClick?

We’ve all been there, and we feel for you! As soon as you realise an item is missing, please let us know by e-mailing us at [email protected], and we’ll put you in touch with your driver to track it down! Please note, unclaimed items will be donated to charity after 30 days.

Oops, I forgot to press +1 (or +2 or +3)!

Not to worry! Just send a quick text to let ArrivaClick know, and we'll adjust it for you right away.

My driver was great! How can I thank them?

Our drivers are the butter to our bread. Simply put, they’re the best! If you had a great experience with a driver, please let us know by filling out the feedback screen after your journey.

I had an issue with my journey. How can I let you know?

Oh dear! We’re sorry to hear that there was a problem with your journey. Please let us know what went wrong either by filling out the feedback screen in the app after your journey or by emailing us at [email protected].

Can I change my destination once I'm in the vehicle?

We get it - mistakes happen, plans change, and sometimes the destination where you booked to is no longer the destination you need to get to.

While we aim to please on every journey, in the event that a change would delay another passenger in the car or awaiting pick up, we can't accommodate requests for changes to drop-offs. You can always send us a text mid-journey, and we'll certainly try our best to accommodate your situation. If you haven't got on board yet, just cancel the journey and re-book with the new destination.

My driver left without me!

Oh no, we're sorry we didn't get you on board!

If you were marked as a "No Show" and you still need to travel, please re-book directly in your app, and when you have a moment, send an email to [email protected] so we can look into what went wrong.

If your app is indicating that you were picked up, please text us directly so we can cancel that journey and make sure you are able to re-book! 

ArrivaClick Rules

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The Four Rules of ArrivaClick

Since ArrivaClick is a shared service we ask all passengers to adhere to our Four Simple Rules:

Be ready and waiting - Get to your pickup corner before your ArrivaClick vehicle arrive

No hot or messy foods - Respect others and help us keep the ArrivaClick vehicles clean

Avoid phone calls - Limit phone calls to emergencies or quick logistics

Be considerate - Treat your fellow passengers with respect

 

Can I travel with my pet?

We welcome all types of assistance dog on board free of charge, when accompanying either a registered person with a disability or a trainer (ID required). Other animals are allowed at the driver's discretion. If you would like to travel with your pet, it is best to message us before booking your journey.

Can my child travel with ArrivaClick?

Children are welcome on-board ArrivaClick! We strongly encourage all parents to bring a car seat or booster seat where appropriate. Please note that children are charged at the same rate as adults if they require a seat. However, babies that are able to sit on an adult’s lap can travel free of charge and are therefore not required to have a seat booked for them.

Can I smoke or use an electronic cigarette in my ArrivaClick vehicle?

Smoking of any kind is prohibited in our vehicles. This includes e-cigarettes, vaporizers, or "smokeless" cigarettes.

Can I eat or drink in the ArrivaClick vehicles?

Please help us keep our vehicles clean, fresh and nice for everyone by avoiding bringing hot, messy or smelly foods on our vehicles.

Can ArrivaClick deliver a package for me?

Our drivers are not able to transport any unaccompanied packages for our passengers. We'll need you to accompany any packages, luggage or belongings that want to take a ride in an ArrivaClick vehicle!

Can I bring luggage/personal items in my ArrivaClick vehicle?

Your ArrivaClick vehicle is a shared space and as such we ask everyone to limit any personal items to a single piece of luggage or a reasonably sized bag. Think of it this way – if the passenger who showed up before you had the same sized item and the car was at full capacity, would your item fit as well? If the answer is no, then we can't guarantee we'll be able to take you and your bag on board.

Can I book the entire ArrivaClick to myself?

At ArrivaClick we're all about sharing! By booking a journey with us, you accept that you are willing and able to share your journey with other passengers. Booking a journey for additional passengers who are not accompanying you on a journey is a definite no-no.

Anti-Discrimination Policy

ArrivaClick does not tolerate discrimination of any kind against other ArrivaClick users, our drivers, or any other person or Arriva staff member encountered on, or when dealing with, ArrivaClick on the basis of race, national origin, religion, gender, physical or mental disability, age, gender identity, or sexual orientation. Passengers who go against Arriva Click’s anti-discrimination policies may lose access to the ArrivaClick platform. If you believe that you have been subject to discrimination as an ArrivaClick passenger, please provide feedback in the review function of the ArrivaClick App, reply to the text message confirmation of your journey, or email us at [email protected] and we will look into your issue as a matter of priority.