FAQs

Watford

View our frequently asked questions for Watford here:

About ArrivaClick

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What is ArrivaClick?

ArrivaClick is an on demand travel app that brings convenient ridesharing travel when you want it, in a more environmentally friendly way. It is a smarter way to get around and now available in Watford. Using the ArrivaClick app is easy you can book, pay and track all through the app. 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 virtual stop 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.

Book a premium journey whenever you want, for an affordable price! Take a journey anywhere within our service areas for a low fare.

We currently operate ArrivaClick at the following times:
ArrivaClick area
Monday to Thursday
Friday and Saturday
Sunday
Area map
Watford
6am - 10pm
6am - 11pm
8am - 9pm
Please click here for map of our operating area

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 a similar direction as you. The maximum capacity is 15 passengers per vehicle in Watford.

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 Watford app available on?

ArrivaClick Watford 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. You also need to provide your full name, your phone number as we might need to call you for a pick-up and we recommended your email address so we can send you receipts of your journeys.

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.

Why does Arriva need my credit card number?

When you book a ride for ArrivaClick, we ask you for a credit card, debit card or you pay with Apple Pay. Each time you take a journey or purchase "Credits", 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 Service Credits in the app. Go to ‘’Payment’’ and click the plus (+) button on Credits. You will have an option for "Redeem Promo Codes" in case you have a code to redeem, which you can select and get credit to your account.

Before you book, go to the Menu screen in your app, click "Payment” and then “Credits" and select how much you'd like to buy. You can also buy an unlimited weekly pass under "Payment" and " Passes"

If you purchase a Credit, 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, with the payment methods set up prior. 

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 marker is at your desired pick-up location or you can also manually type your address in the search bar when you click on “Start”.

Step 2: Then click on ‘Destination’ and move the map until the marker is at your desired drop-off location or you manually type your address in the search bar.  Once you have “start” and “destination” set up press "continue" The app will then offer departure time and number of passengers, for you to update if you require. You will then click "continue" and 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 now”. All the details, including exact pick-up location (remember it may not be exactly where you booked), number of passengers that you booked for, information on the vehicle picking you up, and the cost of the journey are displayed here.

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 virtual stop closest to the pick-up location you requested, but you may be asked to walk up to two streets. The app usually will give you a road name/s or sometimes in addition indicate a bus stop 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 text our Live Support team if you go to the menu press on “support” and then “sms support” and  we will help out. In case the driver doesn’t see you he might try to contact you by phone.

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. The time will also be shown for pick up and in case you are not in the app we will notify you through a push notification to let you know your ArrivaClick has arrived.

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 friends, it’s just £1 per additional passenger.

Our prices are indicated in the table below:

Item

Value

Credit purchase options

£10, £20, £50 or £100

Unlimited Weekly ArrivaClick Pass (Ride all week as many times as you want)

Please see app for pass prices

Limited Weekly ArrivaClick Pass (limit of two journeys per day) 

Please see app for pass prices 

Cancellation fee

£2 for a cancellation until 5 minutes prior to arrival.
Full price for a cancellation from 5 minutes to pick-up time.
If we are more than 10 minutes late it's free to cancel from your side.

Pre-scheduled journey cancellation

No charge until 5 hours before pick-up time

Blue Badge holders 

Travel for free between 1000 and 1459 pick-up time, else normal fare applies 

No show fee

Full price

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”, “Payment”, "Credits" and “choose a package” 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.

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.

Also note that all receipts will come as ‘Receipt from IOKI’.

What is the ArrivaClick Pass?

** Terms & Conditions: The ArrivaClick unlimited Pass is activated directly at the time of purchase and is valid for exactly 7 days. 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 (6am – 10pm Monday to Thursday, 6am - 11pm Friday and Saturday 8am - 9pm Sundays) in Watford. An ArrivaClick Limited 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. The ArrivaClick Pass cannot be combined with other offers or promotions and cannot be purchased with credit. Charges for additional passengers, and cancellations and no-show fees will apply. Arriva reserves the right to cancel this offer or modify its terms at any time. Arriva does not guarantee availability of journeys.

How do I purchase an ArrivaClick Pass?

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

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. 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. Parents can also book on behalf of a child and provide a unique 4 digit code to show the driver. If you book on behalf of a child then they must have the passenger code for the driver.

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 a pram or pushchair on board. At the moment this is restricted to one space per vehicle so it is important that you let us know whilst booking.

How to let us know you need a pushchair?

On the app once you’ve selected your from and to destination, you click on ‘Edit’ in the passenger column. Then click on passenger and a pop up with ‘wheelchair’ option will appear. Select the wheelchair option and confirm. This will let the driver know you need space for a pushchair.

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 select pushchair option whilst booking.

How do I book a journey for multiple people?

Our app currently supports booking a journey for up to fifteen people. When setting your pick-up or drop-off location in the app, just tap the “+” button to indicate how many people are with you (e.g., if travelling with two friends, add two times "+" and optionally mark them as a wheelchair ). The maximum +1s that can be booked in any single booking is +15.

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 virtual stop 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.

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.

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 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. Be aware that a cancellation fee may apply.

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. We will also try and call you to help you get onboard if possible.

In a rare, but unlikely, event that 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 pick-up corner before your ArrivaClick vehicle arrives

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. 

Further Points

If a passenger is called from a German "+49" number (when in connection is established  for pick-up reasons):

  • It’s free of costs
  • It’s for safe connection between driver and passenger. The driver will not see the passenger's phone number at all.