Frequently asked questions FAQs about 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.

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 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 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)**

£22

Weekly Unlimited Pass (unlimited rides)**

£29

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 card on file in your account directly after each completed journey.

 

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 (6am – 10pm), not including Sundays. 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 Pickup and Dropoff 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 four 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 +4.

 

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...

Download button - IOSDownload button - Android

Skyline