COVID-19 FAQs

01 June 20

 

Contacting us

Social distancing

 

Travelling with us

Keeping you safe

 

Contacting us

Talk to our Customer Services or Press teams

1. How do I contact Customer Services about timetables and travelling on the revised services?

Our Customer Services team are on hand to assist you regarding your travel. You can call us on 0344 800 44 11, lines are open from 08.00 to 17.00 Monday to Friday. We are online via social and web chat from 08.00 – 18.00 Monday to Friday and available via social from 10.00 – 16.00 at weekends. You can also use our web form here and we will respond to you as quickly as we can.

2. I have a Press Enquiry: how do I contact you?

For press enquiries please go to https://www.arrivabus.co.uk/contact-us/media-centre/ Or email us on [email protected]. Our phone number is  03455 010101 Please note: our Press team cannot answer timetable enquiries; if your enquiry is concerning tickets or timetables please call our Customer Services team on 0344 800 44 11.

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Travelling with us

Information on timetables, tickets and refunds

1. Are you refunding customers?

At this time our standard refund policy applies.

Our process for refunds for tickets purchased before 30th March 2020 is as follows:

For customers with long term tickets (annual, academic year), we will extend the validity of your ticket for the duration of time that you have been unable to use it.

Where possible, we will provide credit in the form of an m-ticket via our m-ticket app. For those without access to a smart phone, credit will be provided in the form of vouchers.

We won’t charge any admin fees for refunds or credits processed during this time.

To request a ticket extension or credit in the form of an m-ticket or voucher please complete our webform https://www.arrivabus.co.uk/contact-us/complaints-or-commendations/ or call Customer Service on 0344 800 4411 to speak to an advisor (lines are open Monday to Friday 8-5). We will endeavour to process your request within 10 working days of receipt.

2. Are all bus services continuing to run as normal?

No. We have reduced the frequency of some services and we will be updating this on an ongoing basis. Select your region above to find out details of the changes where you are. We understand with the current situation and the reduction in our services, that as a key worker you may be struggling travelling to and from your place of work. We appreciate that we might not have it right everywhere and so we want to ensure you can travel to your place of work. Get in touch with us on 0344 800 44 11 to update us. Please note, our roadside timetables may not be up to date so please refer to our web pages www.arrivabus.co.uk/coronavirus for access to the latest travel information or plan your journey and follow buses in real time via the Arriva Journey Planner app.

3. I need help understanding the new timetables, how can I find out more?

We have put together a guide on how to read our timetables here if you need further help, please give us a call on  0344 800 44 11.

4. Are you offering free travel for key workers in England?

Our teams are working hard to keep critical services running and key workers moving. At present, our normal ticketing policy still applies.

5. Are you offering free travel for key workers in Wales?

In line with Welsh Governments announcement, Arriva Buses Wales will be offering free bus travel to all NHS staff. Please show your valid NHS ID badge to the driver upon boarding.

6. Can I still buy tickets at Arriva run Travel Shops?

Sadly no, in light of the recent changes we have had to close our Travel Shops, we hope that this is a temporary measure.

London Victoria Fountain Square, Colonade Walk, Buckingham Palace Road, SW1W 9SS
Leicester St. Margaret’s Bus Station, Gravel Street, Leicester, LE1 3AG
Milton Keynes  MKube, Midsummer Boulevard, Milton Keynes, Bucks, MK9 3GB
Luton Luton Travel Centre, Station Road, Luton, LU1 2LT
Telford  Telford Travel Centre, Telford Bus Station, Northfield Road, Telford, TF3 4BU
Middlesbrough Unit 7 Newport Road Bus Station, Middlesbrough, TS1 5EA
Stockton 109 High Street, Stockton, TS18 1BB
Guildford Unit 12 The Friary Centre, Guildford, Surrey, GU1 4QT
Newcastle Kiosk no.3 and part kiosk No.2 , Haymarket, Newcastle Upon Tyne, NE2 1QS
Hemel Hempstead 221 Marlowes, Hemel Hempstead, Herts, HP1 1BL
Southend Southend Bus Station, 20 Short Street, Southend, Essex, SS2 5BY
Wakefield Wakefield Bus Station, Marsh Way, Wakefield, WF1 3AQ
Dewsbury Dewsbury Bus Station, Aldams Road, Dewsbury. WF12 9AG
High Wycombe  Eden Bus Station, Bridge Street, High Wycombe. HP11 2EL    

7. I am a leader for a business, how do I get in touch to discuss our requirements during this time?

Please email the Business Development team at [email protected].

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Social distancing

Information on how you can limit driver contact; and keep you and our buses safe

1. What are you doing to help with social distancing on-board and at bus stops?

We are supporting the latest government guidance around social distancing measures to help keep you, our drivers and our buses safe, outlined in poster 1 and poster 2. We also have further key measures in place to support on-board social distancing which are highlighted in the poster and bullet points below, and we ask our customers to please follow this guidance when travelling with us. Click to see enlarged version here.

  • If you can, wear a face covering in enclosed spaces where social distancing is not possible
  • Carry hand sanitiser with you if possible
  • Please keep windows open to help with ventilation
  • Please pay by contactless or via our m-ticket app – only pay by cash if you have the exact change as our drivers cannot issue change
  • Do not stand or queue in the aisle of the bus or next to the bus driver
  • Please be patient and wait for passengers to get off the bus before you board
  • Keep a 2 metre distance away from other people at bus stops

2. Are there ways that I can pay that will limit my physical contact with drivers when boarding your buses?

Yes. To help reduce the amount of physical contact between our customers and drivers, all Arriva customers are being asked to only use contactless payment or the digital m-ticket app. Arriva drivers will not be able to provide change to customers and any over payment of fares will be donated to the NHS COVID-19 Appeal, which is supporting NHS staff and volunteers. Cash will only be accepted as a form of payment in exceptional circumstances and where the correct fare can be paid. The safety of our colleagues and customers remains our number one priority and we will continue to monitor and adjust our approach as and when the situation evolves.

We offer our customers a full range of non-cash payment methods including Contactless, buying tickets online, our m-ticket app and Smartcards. Choosing one of these options will allow you to board the bus with a simple tap or ticket scan, limiting physical contact for both yourself and our drivers. Contactless payment is accepted for all transactions under £30 on our buses. All tickets available on-board can be purchased via contactless. All you need is a Contactless enabled card or mobile device with Apple Pay or Google Pay installed and ready to use. Our m-ticket app allows you to purchase and activate your bus tickets before you travel, then you simply place the screen of your mobile device under the scanner when you board. You can buy multi-journey Saver tickets and Student Saver tickets quickly and securely through our online store. For more information click on the links below:

 

We have also implemented social distancing measures to help protect our drivers and customers wherever possible. This includes taping off seats within 2 metres of the driver (however wheelchair spaces will always remain available) and ensuring all services are operated by buses with screens where possible for additional protection. Present advice from the UK Government states that routine personal protective equipment is not currently recommended for transport workers. We will continue adapting our approach as and when this advice evolves or changes.

3. What measures do you have in place if the virus continues to spread?

We have in place a dedicated team which is closely monitoring and managing the current situation. Our priority is to protect the safety of our customers and our own employees.

COVID-19 (coronavirus) continues to challenge and disrupt life globally, with governments the world over implementing significant measures to reduce the spread of the virus and the harm it causes.

From the beginning, Arriva UK Bus has followed the overarching principle that our priority is to protect customers and colleagues by following UK Government Advice which is informed by expert organisations such as the World Health Organisation (WHO) and Public Health England (PHE), and approved by the UK’s Chief Medical Officer, Chris Witty.

We continue to follow and monitor this advice closely, and will continue to adapt our approach in line with this advice, making changes when, and only when, this advice evolves or changes.

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Keeping you and our colleagues safe

How we are supporting the health and wellbeing of customers and staff

1. Are you carrying out additional cleaning on your services?

In line with the rest of the industry we already operate a cleaning regime whereby our buses are cleaned every day. In response to COVID-19 we are enhancing our cleaning regimes such that all touch-point surfaces, both on our buses and in our facilities will be thoroughly cleaned with a suitable disinfectant every day.

2. Are there any extra measures I should take?

We recommend that everyone follows the latest government advice to only travel when necessary for work, shopping for essentials, or medical appointments. If you do need to use public transport, the NHS and government has issued some general advice on additional measures you can take to help stop Coronavirus from spreading:

 

  • If you can, wear a face covering where social distancing isn’t possible
  • If possible, have hand sanitiser with you whilst travelling
  • Do not travel if you are unwell or are showing symptoms of Coronavirus
  • Sneeze and/or cough into a tissue or your sleeve (not your hands)
  • Put used tissues in the bin straight away and wash your hands afterwards
  • Wash your hands with soap and water for at least 20 seconds before and after travelling
  • Use hand sanitiser if soap and water are not available
  • Avoid using cash if you can and pay by contactless  

3. Is a facemask the same as a face-covering?

A face-covering is not the same as a facemask such as the surgical masks or respirators used as part of personal protective equipment by healthcare and other workers. A face-coverings can only help protect other against inadvertent transmission of the disease.

4. Can my child wear a face-covering?

The government guidelines recommend face-coverings should not be used by children under the age of two, or those who may find it difficult to manage them correctly such as primary aged children unassisted.

5. I have a respiratory condition, can I use a face-covering?

The government guidelines recommend face-coverings should not be used by those with respiratory conditions. For anyone who does opt for using one at their own discretion, it’s important to ensure you wash your hands thoroughly before and after putting them on.

6. What’s the government’s view on face-coverings?

The government is advising that people should aim to wear a face-covering when in enclosed spaces where social distancing is not always possible, which includes public transport.

7. Will a face-covering guarantee me protection against COVID-19?

Homemade cloth face-coverings can help reduce the risk of transmission in some circumstances. Face-coverings are not intended to help the wearer, but to protect against inadvertent transmission of the disease to others if you have it asymptomatically.

8. Will you be providing hand sanitisers on your buses?

We are carrying out additional cleaning of the main customer touch-points on our buses and reminding customers and drivers of the importance of hygiene good practice. We are not currently looking to roll out hand sanitisers on our services.

9. How are you protecting your staff, such as drivers?

We are being guided every step of the way by expert organisations such as the World Health Organisation and Public Health England on measures to put in place to protect our staff.  While the use of masks and gloves is not currently recommended for transport workers by the expert organisations, we have taken other measures to protect their health and wellbeing and those of our passengers.

In line with the rest of the bus industry, we already operate a cleaning regime whereby our buses are cleaned every day. In response to Covid-19 we have enhanced our cleaning regimes such that, all touch-point surfaces, both on our buses and in our facilities, are thoroughly cleaned with a suitable disinfectant every day.

We have also implemented social distancing measures across our services to help protect our drivers and customers wherever possible. We ask all customers to please follow these social distancing guidelines throughout your journey with us to ensure you, our drivers and our buses are safe.

To further help implement social distancing, we have taped off seats within 2 metres of the driver to ensure we are adhering to the latest government guidance and have moved furniture in the driver’s recreational areas to increase spacing during breaks. The vast majority of our fleet already have protective screens fitted and where this is not the case, these vehicles have been removed from service or have had screens installed. We have also covered up the holes in these screens to offer our drivers further protection.

We appreciate everything our drivers are doing to ensure that other key workers are able to make necessary journeys and will continue to protect their health and wellbeing as our highest priority.

10. What measures do you have in place if the virus continues to spread?

We have in place a dedicated team which is closely monitoring and managing the current situation. Our priority is to protect the safety of our customers and our own employees.

Covid 19 (coronavirus) continues to challenge and disrupt life globally, with governments the world over implementing significant measures to reduce the spread of the virus and the harm it causes.

From the beginning, Arriva UK Bus has followed the overarching principle that our priority is to protect customers and colleagues by following UK Government Advice which is informed by expert organisations such as the World Health Organisation (WHO) and Public Health England (PHE), and approved by the UK’s Chief Medical Officer, Chris Witty.

We continue to follow and monitor this advice closely, and will continue to adapt our approach in line with this advice, making changes when, and only when, this advice evolves or changes. 

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