Arriva Connect FAQs


Q – What is Arriva Connect?

A – Arriva Connect is a new way or buying and using Arriva bus tickets. It’s an electronic card with a chip that stores your ticket for use on the bus. Once you have your Arriva Connect smartcard, you can use it again and again – so don’t throw it away.

 

Q – Where can I use Arriva Connect?

A – Initially the Arriva Connect smartcard will only be available in certain areas e.g. Tyne & Wear, Chester, however we intend to rollout throughout more of our operating areas over the next 12 months, so keep checking our website for details.

 

Q – How do I get an Arriva Connect smartcard?

A – You can register for a smartcard online, and when you purchase a ticket, you’ll be sent the card (with the ticket stored on it) to start when you need it. Please note you will need to order at least seven days in advance of when you wish to start using it, to allow for the card to be produced and delivered.

 

Q – What type of tickets can I purchase?

A – Initially you will be able to purchase Weekly and 4-Weekly saver tickets for the NE SmartZone and Day and Weekly Savers for the Chester area, but we hope to add more tickets in future.

 

Q – Once I have an Arriva Connect smartcard, how do I buy more tickets?

A – You can purchase more tickets online, and your ticket will be sent electronically to all Arriva buses in the region you have selected. You will be able to pick the ticket up on the bus (from the electronic ticket machine by the driver), but you will need to allow up to 48 hours to allow all buses to be updated (the vast majority of buses are updated overnight, so likely to be much less). You must collect within 7 days.

ON BUS - In the North East SmartZone Weekly tickets are also available to buy on the bus from the driver once you have your Arriva Connect smartcard. Simply tell the driver which ticket you would like and provide your Arriva Connect smartcard so that your ticket can be loaded on to it. REMEMBER - your Arriva Connect smartcard can be used again and again......so don't throw it away!

 

Q – What happens if I have a problem with my smartcard?

A – We don’t  expect you will encounter any problems, but if you do, go to the contact us page on our website and select Live Chat where one of our customer service advisors will be there to help. For out of hours please submit an enquiry form from the contact us page.

 

Q – Can I buy a ticket in advance and keep it stored on my smartcard until I need it?

A – In the case of products purchased for travel in the All North West, Chester and Blacon Pointer zones they can be purchased and activated at a later date. However NE SmartZone products have a specified start and end date.

 

Q – What if I buy the wrong ticket by accident? Can I get a refund?

A – No problem. If you buy the wrong ticket by mistake just contact the customer services team on Live Chat and we can make arrangements to get you the right product.

 

Q – How do I activate my smartcard?

A – To use your smartcard on the bus, all you have to do is place it on the smartcard reader next to the ticket machine by the bus driver. The reader will beep and show you a green light which confirms that your ticket is valid for travel. You can then take a seat as usual.

 

Q – What do I need to do when I board the bus?

A – To use your smartcard on the bus, all you have to do is place it on the smartcard reader next to the ticket machine by the bus driver. The reader will beep and show you a green light which confirms that your ticket is valid for travel. You can then take a seat as usual.

 

Q - Are there any charges for using my debit or credit card?

A - There are no additional charges for using a debit or credit card. You only pay for the price of the ticket.

 

Q - Are my payment details secure when I buy tickets online?

A - We have taken many steps to ensure the security of your online payment transactions including the adoption of the payment industry standard PCI-DSS.  Arriva does not hold any card details or information about your financial transaction other than details of the type of tickets you purchase and when and where the purchase was made.

 

Q – If I have multiple tickets on my smartcard how will I know which have been activated?

A – The smartcard reader on the bus will automatically select your ticket which is already activated for use.

 

Q – Can more than one customer travel on one smartcard?

A – No, only one person can travel using the Arriva Connect smartcard.

 

Q – What if I lose my smartcard?

A – Please contact our customer services team and they will be able to hotlist (cancel) your card. Then you'll be able to order a replacement card (there may be a £5 charge for some student schemes).

 

Q – Is there a charge for an Arriva Connect smartcard?

A – No, there is no charge for your initial smartcard. 

 

Q – I’ve not used my smart ticket - can I apply for a refund?

A – Yes. Please contact our customer services team, and they will be to check the smartcard usage to establish if you are eligible for a refund. An administration charge of £10 will be deducted from any refund made. A refund is only available to the original purchaser and proof of purchase to verify this may be requested.

 

Q – I still need some help, who can I contact?

A – No problem, you can contact our customer service team (8am to 6pm, Monday to Friday) or submit an enquiry form from the contact us page.


Arriva Connect FAQs – 31 March 2017