FAQ's - Liverpool City Region’s Franchised Bus Network in St Helens
Why can’t I use my Arriva ticket on Liverpool City Region’s Franchised Bus Network?
From Sunday 6 September, Arriva services in the St Helens area will be become part of the Liverpool City Region’s publicly controlled bus network and no longer privately operated by Arriva.
Arriva tickets will continue to be accepted on the Liverpool City Region’s franchised bus network for a limited period:
- Weekly tickets will be accepted until 13 September
- 4-weekly, term and annual tickets will be accepted until 5 October.
For alternative ticket options please click here
Will there be changes to Arriva’s ticket zones and boundaries?
From Sunday 6 September, services in the St Helens area will become part of the Liverpool City Region’s publicly controlled bus network. This means you’ll no longer be able to travel on services 10/10A, 17, 20, 31, 32/32A, 33, 34/34A, 35, 37/36, 89, 320, 352 if you purchase an Arriva Liverpool City Region Plus, North West or North West and Wales zone ticket. Please see the latest ticket zone map here. For alternative ticket options please click here
Are you making changes to Arriva tickets and ticket zones as a result of services becoming part of the Liverpool City Region’s publicly controlled bus network?
You’ll no longer be able to travel on services 10/10A, 17, 20, 31, 32/32A, 33, 34/34A, 35, 37/36, 89, 320, 352 if you purchase an Arriva Liverpool City Region Plus, North West or North West and Wales zone ticket. Please see the latest ticket zone map here.
Where can I use Arriva Tap and Go?
Arriva Tap and Go fare capping will not be available on the new Liverpool City Region’s franchised bus network, however you can continue to use Tap and Go on Arriva services.
I have an Arriva ticket, will my ticket be accepted on the Liverpool City Region’s franchised bus network?
Arriva tickets will continue to be accepted on the Liverpool City Region’s franchised bus network for a limited period:
- Weekly tickets will be accepted until 13 September
- 4-weekly, term and annual tickets will be accepted until 5 October.
After these dates, Arriva products will not be valid for use on any of the Liverpool City Region’s franchised bus services.
For alternative ticket options please click here
I have an Arriva ticket but will need to travel on the Liverpool City Region’s franchised bus network, how do I get a refund?
If you travel on a service that will become part of the franchised bus network and have Arriva tickets that are valid past the date above you can apply for a refund based on the number of days left on your ticket by completing the contact us form here
You will need to provide the following information, depending on the ticket type you hold:
- Paper ticket - Please provide an image of the ticket with your refund request. Together with your postal address.
- M-Ticket - Please provide your email address and a screenshot of the email confirmation you received when you purchased the ticket. If you used a gift code to redeem the ticket, please provide the gift code used.
- Arriva Connect Smart Cards - Please provide the long card number found on the card and the email address linked to your connect account.
Other ticket/payment types
- Direct Debit - Please email the dedicated Direct Debit team on [email protected]
- Third party tickets - If your ticket was purchased/received via a third party (i.e directly from your school/college, local authority or place of work) you should contact them direct.
I start my journey outside of St Helens and travel into St Helens, what ticket do I need to buy?
If your journey involves a connection onto the Liverpool City Region’s Franchising Bus Services you will need to buy a MerseyTravel Multi-journey ticket. Click here for details.
I’m a business who has purchased Arriva bus tickets in bulk, who do I need to contact?
If you are an organisation who has purchased tickets in bulk, please contact [email protected] and we will arrange any relevant credits.